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Cogeco Won’t Lower Your Bill; Warns Customers Not to Be “Victims” of Landline Cutting

Phillip Dampier April 14, 2014 Canada, Cogeco, Competition, Consumer News Comments Off on Cogeco Won’t Lower Your Bill; Warns Customers Not to Be “Victims” of Landline Cutting

cogecoDespite growing competition from Bell’s fiber-to-the-neighborhood service Fibe, now expanding into many of Cogeco’s outer suburban service areas, Cogeco will not negotiate a better deal for customers, preferring to emphasize its customer service and “right-sizing” bundles of services to best meet customer needs.

As a result of higher prices, Cogeco’s earnings and profits are up for the second quarter of 2014. In the quarter profits rose to $58.5 million — up from $48.9 million during the same quarter a year ago. Revenue rose to $518.4 million from $458.5 million.

“We don’t like competing on price,” said Cogeco CEO Louis Audet said. “I’m not saying it’s zero, but we really don’t like competing on price.”

Audet

Audet

Customers have been offered sign up discounts from Cogeco’s most aggressive competitor on pricing – Bell. But when customers in parts of Ontario and Quebec call Cogeco to negotiate for a lower price, they are largely being turned down.

Audet said Cogeco instead emphasizes that customers will receive better customer service from the cable company, and customer retention specialists are trained to adjust packages to emphasize the services customers want without cutting their cost.

“It’s a right-sizing exercise,” Audet said. “Maybe the person wants a little less video, but they want higher Internet speeds.”

Cogeco isn’t winning the battle to keep its price-sensitive customers, however. The company lost 10,305 subscribers in the second quarter, nearly double the amount lost in the same quarter a year ago. Cogeco now serves 1.96 million Canadian cable television customers.

Customers are also dropping their Cogeco phone service, a decision Audet said makes them “victims” of cell phones. Cogeco permanently disconnected 6,000 landlines in the quarter, up from 5,550 a year ago. It still serves 473,000 phone customers.

The company lost almost 6,000 telephone customers in the quarter compared with additions of 5,550 in the same quarter last year. It had more than 473,000 residential phone customers left.

Despite the customer losses, rate increases more than made up for lost revenue, giving the company a nearly $10 million boost in profits during the second quarter alone.

JPMorgan Chase Advises Cable Companies to Raise Cable TV Rates; Where Can Customers Go?

Phillip Dampier April 7, 2014 Competition, Consumer News 9 Comments
Comcast Rates (Image: The Oregonian)

JPMorgan Chase reports average cable rates reached $88.67 in 2013. (Image: The Oregonian)

Cable TV rates are too low and need to be hiked to boost revenue and offset rising programming costs, even if rate increases further alienate cable subscribers, according to a new report from JPMorgan Chase.

The Wall Street bank concluded customers have few options, noting that after providers raised prices around 5% last year, they lost only 0.1% of subscribers.

“Cable operators are better off raising video prices than eating higher content costs,” said Philip Cusick, a JPMorgan analyst, in the report. “Our analysis indicates that cable companies are better off raising prices and catching customers with broadband if cord cutting becomes widespread, (rather) than eating the programming increase.”

The bank recommends imposing (or raising) broadcast TV and sports programming surcharges as well as general rate hikes on basic cable service.

JPMorgan notes that increased broadband pricing and cable modem rental fees paid off for the industry during the fourth quarter of 2013, when earnings topped estimates. By doing the same for cable television packages, providers can continue to boost revenue with little risk customers will find a suitable competitor that isn’t also increasing prices.

Even if customers get rid of cable television, a practice known as cord-cutting, cable operators can still keep customers by providing broadband service. Some of the lost revenue can be recovered from the services customers have not canceled.

Cusick says the industry is being challenged by a handful of content companies that increasingly dominate the cable package, among them Walt Disney, Time Warner (Entertainment), CBS, and FOX.

“With the majority of content controlled by only six or seven programmers, aggregate prices for content are rising around 10% annually and forecasts in many media models continue that rise for years,” Cusick said.

CableLabs Patents Technology to Recognize You, Your Behavior, and Mood for Customized Ads

Phillip Dampier April 3, 2014 Consumer News 1 Comment

surveillanceSometime in the future, your cable company could begin activating built-in RFID or NFC chips inside mobile devices to gather information about a viewers’ presence and mood to deliver customized programming and advertising.

CableLabs has filed a patent application that details technology that can activate facial recognition, presence and movement detection or other device driven means for detecting movement, behavior, stress, biometric information or other features that may help your cable company understand how you are watching (or not) various cable programming.

This technology effectively builds on patents already filed by Comcast and Verizon that use near field communication (NFC) technology to deliver personalized programming and verify whether you are authorized to view any particular subscription video content.

Theoretically, if the technology detects signs of depression, the viewer might see an advertisement for an anti-depressant. Older viewers could be shown customized ads for mobility aids or reverse mortgages. Programming recommendations could also be made based on the gender or age of the viewer, including enforcement of parental restrictions if a younger viewer is detected in the room.

Most of this technology was designed to be installed inside camera-equipped set-top boxes, but utilizing mobile devices equipped with suitable detection equipment could also be used for similar purposes.

Fierce Cable notes much of the patent application focuses on strategies for measuring viewer engagement, which CableLabs notes can be determined by tracking when the volume up or down button on a remote control is pressed. “Volume down or mute on “American Idol” means more than on a Charlie Chaplin movie or nature program with aquatic footage,” inventor Jean-Francois Mulé writes in the patent application.

Privacy advocates are likely to be concerned about efforts to implement the technology if customers are not well-notified about its use and given the option to opt out.

Some Time Warner Cable Customers Getting The Design Network; Interior Design 24/7

Phillip Dampier April 2, 2014 Consumer News, Online Video Comments Off on Some Time Warner Cable Customers Getting The Design Network; Interior Design 24/7

design networkAn online-only television channel dedicated to interior design will become a traditional linear television channel available to some Time Warner Cable customers beginning today.

The Design Network, created by executives at the world’s largest furniture store — Furnitureland South — had managed to get 10,000 online subscribers since its launch in April 2013. But now the network will get a larger viewership on the lineup of some Time Warner Cable systems, starting in North Carolina.

“The Design Network was created for everyone who shares a passion for the home,” said Jason Harris, founder of The Design Network and executive vice president of Furnitureland South. “What I’m seeing on television has no correlation to the amazing home decor industry that I’ve grown up in and have been exposed to all my life.”

“We always look for opportunities to work with networks to enhance our diverse channel lineup,” said Mike Smith, area vice president of operations, Time Warner Cable. “The Design Network created a television network to engage consumers in decor and the world of interior design – we are excited to provide our customers with access to this unique source of programming.”

Furnitureland South

Furnitureland South – High Point, N.C.

In addition to The Design Network’s new television channel, the online version expands to further engage interior architecture design professionals and home enthusiasts by allowing them to create their own channels, similar to YouTube. Viewers can upload and annotate their own videos and photos and grow their own audience. Through these channels, designers and home enthusiasts may earn commissioned, promoted series on TDN TV.

The network also exists as a self-promotion of Furnitureland South, which may limit the network’s reach. The Design Network’s programming is heavily influenced by its parent company’s furniture business.

The Design Network was created to help people become more inspired and knowledgeable about designing, decorating and living in their homes. “We are uniquely qualified to create a network featuring entertainment, inspiration and instruction for the home,” Harris commented. “With our retail business, Furnitureland South, being located in the epicenter of the home furnishings industry, we furnish more than 25,000 homes a year with clients from all over the world and work closely with the finest furniture brands and design influencers.”

It isn’t known if Furnitureland South is paying Time Warner Cable to launch the network or if cable customers will be underwriting the channel through their monthly cable bill.

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Media Concentration: FCC Closes Competing Local TV Station ‘Partnership’ Loopholes

Phillip Dampier April 2, 2014 Competition, Consumer News, Public Policy & Gov't 2 Comments
WHAM and WUHF are now both located at WHAM's facilities in Henrietta, N.Y.

WHAM and WUHF are now both located at WHAM’s facilities in suburban Rochester, N.Y. WHAM now produces WUHF’s newscasts.

Ever wonder why some local television stations air newscasts produced by another competing station?

When your local ABC station’s evening news ends up on a local FOX station, it is usually because the two have signed a joint agreement to let one station represent the other in making programming decisions and selling advertising.

FCC chairman Thomas Wheeler believes this growing trend represents an end run around the agency’s rules limiting how much control a single major media company may have in any particular community. On Monday Wheeler joined two Democratic commissioners and voted to ban the practice.

Wheeler said the vote against joint agreements represented “a win for common sense,” and preserved the FCC’s intent to make sure viewers have a diverse mix of news, information and programming. In several small and medium cities, viewers were instead getting the same newscast on competing stations and just one or two media companies made all the programming decisions for local viewers.

FCC media ownership rules prevent TV station owners from owning stations reaching more than 39 percent of the national TV audience, owning more than a single top-four network station in a market and owning more than two TV stations in a market. They also prevent a local newspaper from buying a local TV station.

But station owners found they could evade those rules and save money by turning over the production of costly locally produced programming like news and community affairs to another station, and in some cases even moving operations into another station’s building, while still holding the station’s license. In some markets, one company like Sinclair or Nexstar can end up owning a local network affiliate, a CW or MyNetworkTV station, and have a joint agreement to sell advertising and program another network affiliate.

Sinclair Exploits Loophole to Build a Media Empire

Owned by Sinclair

Owned by Sinclair

One good example of this practice can be found in the 78th largest television market in the United States — Rochester, N.Y.

Ten years ago, WROC (CBS), WHEC (NBC), WOKR (now WHAM) (ABC), and WUHF (FOX) each maintained their own news teams and ad sales departments. The first station to drop its own news was WUHF. Station owner Sinclair fired the news staff and signed an agreement with Nexstar’s WROC to produce a newscast for the station instead. WROC’s reporters could now be seen on two different stations.

In early 2013, WHAM was acquired by Deerfield Media, which has a whisker-thin separation between itself and Sinclair. The Wall Street Journal reported that Deerfield’s owner, Stephen Mumblow, was Sinclair CEO David Smith’s former personal banker. All of its stations are operated by Sinclair, despite being licensed to Deerfield.

Operated by Sinclair

Operated by Sinclair

Media consolidation critics say that is a blatant end run around the FCC’s ownership rules and violates local station limits.

Rochester viewers noticed a change on Jan. 1 of this year, when WUHF dropped WROC’s newscasts and began airing WHAM news instead. WUHF is now co-located in WHAM’s offices and despite the fact WHAM is owned by Deerfield, all of WHAM’s news and sales team are Sinclair employees. Sinclair now owns or controls Rochester’s CW, ABC, and FOX affiliates. Nexstar still owns WROC and Hubbard Broadcasting owns WHEC.

Nationwide, Sinclair owns, programs, or provides sales services to 167 television stations in 77 markets. In 2011, it owned 58 stations.

Smith

Smith

Sinclair is not a “hands-off” media player either. Sinclair’s CEO David Smith has regularly forced his conservative political views into his station’s newscasts.

Smith calls himself a family values man, but his 1996 arrest and conviction in a prostitution sting suggests otherwise. Smith was arrested for picking up a prostitute who performed what police called an “unnatural and perverted sex act” on him as he drove down the highway in a company-owned Mercedes.

As part of his plea agreement, Smith had to perform court-ordered community service. Smith subcontracted that out to his Baltimore station’s newsroom employees, ordered to produce a series of reports on a local drug counseling program, which Smith used to satisfy his sentence. That did not go over well with local reporters and at least one judge.

“I really hated the way he handled our newsroom and what he expected his reporters to do after his arrest,” LuAnne Canipe, a reporter who worked on air at Sinclair’s flagship station, WBFF in Baltimore, from 1994 to 1998, told Salon. “A Baltimore judge called me up,” she recalls. “He wasn’t handling the case, but he called to tell me about the arrangement and asked me if I knew about it. The judge was outraged. He said, ‘How can employees do community service for their boss?’”

Canipe left as the work atmosphere at Sinclair rapidly deteriorated.

Hyman

Hyman

“Let’s just say the arrest of the CEO was part of a sexual atmosphere that trickled down to different levels in the company,” Canipe told Salon. “There was an improper work environment. I think that because of what he did there was a feeling that everything was fair game,” says Canipe, who says she chose to leave Sinclair in 1998. She says that she once complained to management about another Sinclair employee, who had engaged in audible phone sex inside a station conference room, but that no action was taken against the employee.

How Sinclair Uses Its Stations to Push a Political Agenda

But Sinclair’s most controversial interference in local news operations came days before the 2004 presidential election, when Sinclair ordered its stations to air a highly charged documentary critics called a propaganda hit piece against Democratic candidate John Kerry.

“Stolen Honor: Wounds that Never Heal,” was the brainchild of Carlton Sherwood, a disgraced former reporter for a Washington, D.C. station that was later forced to donate $50,000 and air a lengthy retraction after Sherwood falsely claimed that the veterans responsible for creating the Vietnam Veterans Memorial Wall were misappropriating contributions. The charges proved baseless and at least one veteran signed a sworn statement claiming Sherwood had a political ax to grind, calling the project that “liberal memorial” and a “black gash.” Sherwood reportedly wanted the memorial to speak to the righteousness of the Vietnam War and focused most of his reporting on critics who felt the memorial looked like “a wailing wall.”

Sinclair owned/operated stations now carry news from conservative Newsmax and the Washington Times on their websites.

Sinclair owned/operated stations now carry news from conservative Newsmax and the Washington Times on their websites.

Sherwood’s one-sided anti-Kerry documentary created a firestorm of criticism that reached all the way to Wall Street. Sinclair faced advertiser boycotts, petitions to yank its stations’ licenses, and angry investors who wanted Sinclair to steer clear of controversy that was bad for business.

Since then, Sinclair’s conservative credentials are still apparent, although more subtle. Top-rated WHAM’s local news now features headlines from the Rev. Sun Myung Moon’s Washington Times and the fiercely conservative Newsmax. Many Sinclair stations are also still required to air conservative political commentaries featuring Sinclair’s Mark Hyman during their newscasts.

Sinclair’s “government is bad” philosophy is found in its franchised “Waste Watch” series, which also airs during station newscasts. Sinclair claims the feature investigates and exposes how viewers’ local tax dollars are spent. But news staff at several Sinclair stations find the series distasteful because it frames its reporting around the idea that local government is generally incompetent and wasteful. Media critics suggest that kind of framed reporting does not belong in a straightforward newscast.

Underlining Sinclair’s Waste Watch conservative bona fides is the prominent presence of conservative political groups including the CATO Institute, Citizens Against Government Waste (CAGW), and the National Taxpayers Union (NTU) on Sinclair station websites. CAGW has historically maintained ties with the American Legislative Exchange Council and was a former member of ALEC. NTU President Duane Parde is the former executive director of ALEC, and NTU remains an ALEC member.

Wheeler

Wheeler

Despite the meddling from Sinclair’s headquarters, many Sinclair stations’ news teams try to maintain balance around Sinclair’s political agenda. WHAM, for example, buries Hyman’s commentaries on its extended morning news aired on WUHF instead of airing them in its primary newscast on WHAM. In Rochester, “Waste Watch” has also had some unintended consequences. WHAM has used the franchise to extensively report on various scandals surrounding county contracts involving the highest levels of Monroe County government, long dominated by the Republican party.

With more than 100 “joint agreements” in place at stations around the country — primarily in news-scarce medium and smaller television markets, the declining number of people making decisions about what is newsworthy and how it is reported has become increasingly worrisome for media consolidation critics. Television news dominates audiences as newspaper readership continues to decline. Critics suggest the impact of media consolidation can already be seen at companies like Sinclair.

FCC Gives Stations Two Years to Unwind Agreements; Republican Commissioners Upset

Under the new rules, a broadcaster that accounts for more than 15% of another station’s advertising sales would be seen by the FCC as the de-facto licensee of that station. In dozens of markets, this new rule will put companies like Sinclair and Nexstar in violation of the FCC’s ownership limits. The FCC is giving stations two years to disconnect their joint agreements or apply for a waiver if they can prove the partnership serves the public interest.

Deerfield Media is likely to be one of the hardest hit media groups, although critics contend the partnership with Sinclair was created primarily to evade the rules.

Although the rules change received support from all three Democrats, the commission’s two Republicans voiced strong opposition and claimed that the FCC was regulating a solution for a non-problem.

Commissioner Ajit Pai didn’t seem interested in the views of media consolidation critics. Instead, he looked for complaints from advertisers forced to buy ad time through the joint sales agreements. Finding none, he declared the case to end the joint agreements “embarrassingly weak.”

“This is the dog that didn’t bark,” Pai said.

Pai recommended station owners sue in federal court to overturn the FCC’s new rules. Pai is on the record opposing most ownership limits of any kind.

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