[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."
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Though the public power utility owns this network, it does not offer services. The network, which currently services municipal locations, schools, and some 75 businesses with Internet access, leaves independent providers to provide the actual services. They welcome major carriers like Comcast and Verizon, who have thus far refused to use open access networks to expand their customer base.
Currently, the network has a single service provider, though the utility has spoken with others and expects more service providers to join the network when it begins making residential connections.
As for when it will begin offering residential access, the City Council will discuss that on July 6 in a work session. The Utility has recommended the City start the next phase, servicing some 2,000-3,000 homes.