[Tim] Nulty echoes comments from other muni-fiber pioneers in terms of their attitudes toward customer service. While private companies, he says, are inclined to spend the least they can on customer service without losing customers, the approach taken by BT is to "provide the best customer service you can afford." He says he would tell his staff, "if you can't solve [a customer's problem] on the phone, go fix it in their home."
Cedar Falls Utility Increases Speeds For Free
Customers of Cedar Falls Utilities (CFU), in Iowa, have recently been treated to an increase in fiber Internet service speeds with no increase in price.
We have reported on CFU for several years with news on its upgrades and expansions to unserved areas. The most popular CFU home service, 12/1 Mbps, is now at 16/8 Mbps. That service is available for a reasonable $43.50 in the city and $48.50 in rural areas. Residential plans range from $29.95/$34.95 (city/rural) for 2/1 Mbps for FiberHome Basic to $137.50/$142.50 (city/rural) for the 120/60 Mbps FiberHome Extreme.
According to the CFU blog:
We’re able to make this upgrade now because we are in the final neighborhoods connecting customers to our new all-fiber cable and internet system. The all-fiber system allows us to deliver faster connection speeds and better reliability. Upgrading speeds now is also good timing because we just activated a new high speed upstream internet link. This high speed link gives us the capacity needed at a very affordable cost, and also provides geographic and provider redundancy. With this in place no single fiber cut, hardware failure or weather event will impact our ability to deliver our normal peak internet usage.
Note that while Cedar Falls has decided not to offer fully symmetric services (same upload as download speed), the ratio is 2:1 rather than the 6:1, 10:1, or even bigger gap that we often see from the national providers. CFU recognizes the benefits of faster upstream connections that allow subscribers to be more productive by being better able to share their creations with the world.