services

Tagged Stories

In Chattanooga, EPB Customers Rave, Comcast Customers Livid

Chattanooga's community owned EPB Fiber Network continues to get positive reviews from subscribers in the local paper. And Comcast's customers continue to complain. The Times Free Press Chattanoogan presents a tale of two providers.

The longer letter details the frustration in dealing with Comcast following the failure of their on-demand service. After Comcast didn't resolve the problem over the course of several phone calls, the subscriber was told she would have to pay $30 for a Comcast technician to come to their house, even if the problem was entirely caused by Comcast's network and/or equipment.

The second letter, from Leah, notes that she too suffered at the hands of Comcast's customer service but became EPB customers after a long absence from their home due to damage from the tornadoes of 2011. When they returned home, they went with the community network rather than Comcast.

This is how she reflects on her experience with EPB:

We have had one instance where we needed to contact customer service, and the problem was fixed quickly and easily by the most polite customer service rep I’ve ever dealt with.

Comcast came by recently to offer us a “substantial savings” if we’d make the switch back to them. My question was, why now? I was a customer for years and treated poorly as rates increased exponentially. Now the offer the discount? No thanks.

For the $5 extra per month that we pay for EPB, we receive better features, prompt and polite customer service, and an all around trouble free experience. Thanks EPB!

Knoxville News Station Envious of Chattanooga Fiber Network

The following news report suggests that some in Knoxville, Tennessee, are starting to get a little jealous of the incredible FTTH network built by Chattanooga's publicly owned electric company. A number of Knoxville businesses are finding it more convenient to expand and add jobs in Chattanooga, where access to the Internet is faster and more affordable due to public investments.

The text version of the above video is available here.

Knoxville is located 100 miles northeast of Chattanooga. And 100 miles to the northeast of Knoxville is Bristol, Virginia, which has also been seeing significant job gains as a result of its publicly owned fiber-optic network that stretches into most of southwestern Virginia. In short, Knoxville should start worrying about its future and broadband competitiveness.

Map of Chattanooga and Knoxville

The Chattanooga Times Free Press discusses the state of the economy in Hamilton County. They have seen impressive new jobs (credit to the EPB Fiber network) but some existing companies have had to continue downsizing in the weak economy. From the article:

Chattanooga’s high-speed Internet service already is showing some promise. The Knoxville-based Claris Networks, a cloud-based IT provider, recently acquired two Chattanooga IT companies — SRC Technology and Allied IT — and has expanded the staff in its Freight Depot office downtown to eight employees.

“Connectivity for us is about eight to 10 times cheaper in Chattanooga than it is in Knoxville and other cities,” said Dan Thompson, manager of advanced infrastructure service and product development for Claris. “We see a great potential for growth in Chattanooga.”

Interestingly, Knoxville's public power utility had previously considered a public investment in a fiber network but decided against it. Not every publicly owned utility can duplicate EPB's success in Chattanooga, but most could if they gave it the effort demanded of perhaps the most important piece of the future economy: fast, affordable, and reliable access to the Internet.

Chattanooga and other similar pioneers are incredibly open when others look to them for lessons. So places like Knoxville have a choice: sit back and watch as innovative industries move to innovative cities or invest in yourself.

Vermont Network Takes Local Ownership to Next Level

Vermont's East Central Fiber-Optic Network (ECFiber) has finished its second round of financing. We noted that the network had exceeded its financing goals at the beginning of this year by raising over $1 million and subsequently began connecting rural homes with its next-generation network. (See all of our ECFiber coverage here.)

The network is now connecting 120 households, a bit below its goal of 164 for the end of the calendar year... but it also had to deal with an unexpected hurricane (Irene) that seriously disrupted the entire state and kept fiber-splicers running ragged.

ECFiber has just completed its second round of financing. While the first round was dominated by a few major investors, the second round had a broader base -- a sign that many in the community have embraced the approach. From the ECFiber press release:

ECFiber is using an innovative funding method to extend its network, supported by local citizens who lend funds that enable build-out to local neighborhoods within and across member towns. Citizens who invest as little as $2500 allow ECFiber to reach all households along designated routes. ECFiber determines where it will build by choosing routes that reach the greatest number of unserved businesses and households, which are then connected to ECFiber’s state-of-the-art fiber-optic service.

These people are literally investing in themselves. ECFiber is an InterLocal Contract with a Governing Board composed of a representiative from each member town (of which there are 23). Investors are purchasing tax exempt 15 year promissory notes that effectively earn 6% interest (due to the one year holiday from interest and principal).

They have raised $340,000 in this round of financing, which will allow the network to pass 60-65% of Barnard's 950 residents. Spokesman Bob Merrill said the network again surpassed its expectations of investor interest and noted that several neighborhoods came on board after one or two interested residents rallied neighbors to invest so they could finally have high-speed connections to the Internet.

The network remains committed to connecting every person in the 23-town area but absent outside financing, it will take another 10 years.

EC Fiber is offering telephone services and Internet access. Though the network does pass some areas where people already have service, ECFiber remains focused on the unserved areas. People in unserved areas presently have to deal with dial-up (over neglected phone lines owned by FairPoint) or satellite connections.

The November-December newsletter offers more details about the network, including the extended battery options that ECFiber offers that will extend the time phones will work in the event of an extended power outage. (FTTH networks do not supply their own power, as do copper telephone lines.)

ECFiber's services and pricing sheet is available here. The prices are higher than those typically found in metro areas, which reflects the higher cost (but not unmanagebly so) of building network in these areas of extremely low density.

Boston Seeks Additional Power to Regulate Cable

With so many community broadband stories breaking this week, I did not dig into an update to Boston seeking authority to regulate some cable rates in response to the many rate hikes they have endured from Comcast. Boston's mayor has previously complained about basic cable rate increases.

The Ars Technica story offers some good regulatory background that limits the power of Boston to do much about rates.

According to the City, Comcast's 2011 Basic Service Rate change went from $13.30 to $15.80 a month. This came in the wake of previous rate hikes—to $9.05 in 2008, to $10.30 in 2009, and to $13.30 in 2010.

That all adds up to "more than 60%, on a service that is supposed to be affordable and is identified in the industry as ‘lifeline service'," Boston says.

"In addition, when comparing Boston to neighboring communities that have rate regulation, Comcast has over-collected approximately $24 million from Boston's Basic Subscribers during the four year period from 2008 through 2011," the City's statement claims. Its own research indicates that neighboring cities that are still regulated, such as Cambridge, have cheaper rates.

This has led the Boston Globe to editorialize "If cable firms act as monopolies, cities should be able to regulate.

When the Federal Communications Commission took away Boston’s power to regulate basic cable rates almost a decade ago, the assumption was that competition for pay-TV services would hold prices down for consumers. That assumption has not panned out. Comcast Corp., the successor to Boston’s original cable franchisee, still dominates — not least because its former monopoly status conveys lingering advantages that hamper competition even now. Those advantages help explain why Comcast’s charges for basic cable — now $15.80 a month for a package of 35 channels, according to a city report — have risen by 75 percent since 2008.

We are strong proponents of public ownership (via local government, coops, or nonprofits) in part because the regulatory environment leaves communities practically no tools to ensure local businesses and residents have fast, affordable, and reliable access to essential telecommunications services.

Senator Kerry has stepped in to ask important questions regarding the FCC's classification of where meaningful competition exists.

Mayor Menino is right to ask for an explanation of why that is, whether it requires you to revisit your finding of competition in Boston and other markets like it, and what you recommend to families facing rising prices for access to basic cable services.  Given the importance of access to service and the growth in the cost of media for families, I am particularly concerned about the rise in what would have been rate regulated services without the FCC finding of competition. 

The US has practically no competition in telecommunications services, which the FCC has historically refused to admit - perhaps because it would require more sensible government policies to ensure Americans have a meaningful choice in telecom services.

WindomNet Saves Jobs, Provides Stellar Customer Service

Minnesota Public Radio, as part of its Ground Level Broadband Coverage has profiled WindomNet with a piece called "Who should build the next generation of high-speed networks?"

Dan Olsen, who runs the municipal broadband service in Windom, was just about to leave work for the night when he got a call. The muckety-mucks at Fortune Transportation, a trucking company on the outskirts of town, were considering shuttering their office and leaving the area.

"They said, Dan, you need to get your butt out here now," Olsen recalls. "I got there and they said, 'You need to build fiber out here. What would it take for you to do it?'"

Fortune, which employs 47 people in the town of 4,600, two and a half hours southwest of the Twin Cities, relies on plenty of high-tech gadgetry. Broadband Internet access figures into how the company bids for jobs, communicates with road-bound truckers, controls the temperatures in its refrigerated trucks and remotely views its office in Roswell, New Mexico. Fortune even uses the Internet to monitor where and to what extent drivers fill their gas tanks in order to save money.

Yet, when it was time to upgrade company systems three years ago, Fortune's private provider couldn't offer sufficient speeds.

That's where Windomnet came in. Though Fortune was a mile outside the municipal provider's service area, "We jumped through the hoops and made it happen," recalls Olsen. "The council said, "Do it and we'll figure out how to pay for it.' We got a plow and a local crew. We had it built in 30 days."

I have thought about this story frequently when I hear claims that publicly owned networks are failures. For years, lobbyists for cable and phone companies have told everyone in the state what a failure WindomNet has been - they crow about debt service exceeding revenue while ignoring the fact that all networks -- public and private -- take many years of losses before they break even because nearly all the costs of the network are paid upfront.

Toward the end of the article (which should be read in its entirely rather than in the snippets I repost here), Dan puts the matter in context:

Dan Olsen retorts that Windomnet was never designed to make money; one of the benefits of a municipal system is that nobody takes profits out of it. He says the plan was to break even by year five, which arrived in 2010, and it looks like they'll come within $50,000 of doing so.

"We don't charge enough to make money," says Olsen, noting that Windomnet serves the vast majority of the town's 2,000 homes with internet, phone, cable or all three. They also provide free service to city buildings and the library. "The point is not to make money, but to break even," Olsen says. "The number one goal of the system is to provide broadband to the residents of Windom."

And the vast majority of residents take service from WindomNet. With a population of 4600, meaning probably 2000 households, the network has 1846 fiber drops that are active with at least one service. They have people working for companies in South Dakota but able to work from home regularly due to the Internet connection. Compare that to Sibley County, where Qwest has not even bothered to offer DSL in the county seat of Gaylord!

And the customer service comes highly recommended. Again, from the MPR article:

For his part, Dale Rothstein, who runs the IT systems at Fortune in Windom, says, "I get three calls per month from people trying to get me to convert. I say 'no.' Dan and Windomnet took care of us. I'm not going anywhere. It's a great relationship. When there is a problem, I call and it's taken care of. It's great to have a local company to deal with."

Major providers, like Frontier (famous for some of the worst DSL in the nation) pretend to be reasonable on the issue by claiming that publicly owned networks will make it harder to reach the highest cost households. This must be why Frontier is trying to derail the Sibley County project from building fiber-to-the-farm when Frontier can't even provide reliable slow DSL across all of its phone lines in the area. Not only does Frontier have no plan to connect these farmers, they have no reason to as such an investment would not generate sufficient return for them to be interested.

FiberNet Monticello

TDS has been the king of BS in this arena, putting out patently absurd press statements that reporters feel compelled to repeat no matter how implausible. Regarding Monticello, MN, which built a FTTH network compelling TDS to upgrade their poor DSL service (while also delaying the Monticello network with a year-long frivolous lawsuit that was eventually tossed out of court):

Fast forward to today, a city with two fiber networks. Andrew Petersen, director of external affairs for TDS, acknowledges "the importance of broadband to stimulate economic development in urban and rural communities" and says his company would have built a fiber network eventually, without prodding from the city. He believes the network may be somewhat ahead of its time, though.

Ha! Monticello begged TDS to invest in a modern network and TDS refused, saying that their DSL was perfectly suitable for what Monticello needed. They suddenly changed their mind when the City decided to build their own network to ensure not only faster, more reliable connections, but a LOCAL option.

Keep an eye on this MPR coverage of broadband - they have several of the few reporters in the state that have developed a good background in telecom and can get beyond the soundbites too common in broadband coverage. Well done.

This article led to a great response on Connected Planet Online by Joan Engebretson:

Take this quote from a Frontier executive cited in the MPR story. “Simply pouring money into projects that overbuild and compete with networks built by private investment discourages private investment and does not help reach those highest cost households,” the exec said. “Duplication of the network is no guarantee of success, and is often simply a waste of both public and private resources.”

This argument, of course, ignores the fact that if the new facilities truly were simply a “duplication” of what was already there, there would be no need for them and local municipalities would not be taking on the task of building the new higher-speed networks.

Exactly.

WOW! No Wonder Time Warner Cable is Pushing Bill to Limit Competition in NC!

Stacey Higginbotham at GigaOm has explained the entire reason Time Warner Cable and CenturyLink are trying to prohibit communities from building their own networks: North Carolina has some of the worst broadband in America! TWC and CenturyLink know how uncompetitive their services are! The story covers a new broadband map launched by bandwidth.com.

nc-bbchart.png

Look at these numbers!!

North Carolina has SEVEN of the worst 10 places to get broadband in the US. And these are the places in North Carolina that actually have broadband! Imagine how bad it is in the rural areas. Stunning to see the North Carolina Legislators conspiring to limit the ability of communities to invest in themselves when the private sector has no interest in next-generation networks, choosing instead to reap profits off of systems that barely meet the FCC's definition of broadband.

With such terribly uncompetitive services, of course Time Warner Cable and CenturyLink have run to the Legislature to ban the community networks that have stepped in to prevent lazy incumbents from killing the future of entire communities in the digital age. As we have been detailing (most recently here), the public is overwhelmingly opposed to Raleigh telling communities they cannot build the networks TWC and CenturyLink will not.

What more proof is necessary that the Legislators pushing H129 in North Carolina have sold out the citizens for a few massive companies that just happen to make large donations to their campaigns.

We previously charted the superiority of the community fiber networks in North Carolina, but this chart shows just how much the existing cable and DSL companies have left North Carolina communities behind.

Video: 
See video

Chattanooga's Gig Gets More Attention - Telecom TV

Guy Daniels heads to Chattanooga to learn about the best broadband network in the country -- interviews with Katie Espeseth (VP of EPB Fiber Optics) and Harold DePriest (President and CEO of EPB) from Telecom TV

Evidence for the Looming Cable Monopoly

The Netflix Techblog has released a graph of performance by Internet Service Provider - which I modified to demonstrate the Looming cable monopoly as identified by Susan Crawford (and recently discussed here by Mitch Shapiro).

Netflix Speeds by Provider

The trend is unmistakable.  There are 2 distinct groupings - the cable providers all beat the DSL providers (Verizon is in the middle, likely due to its fast FiOS speeds averaging with much slower DSL connections).  At the very bottom is Clear's 4G WiMax - you know, the superfast wireless that is the key to fast broadband!  

Communities need to read this chart and take a lesson: the future of broadband is not pretty if you do not have a network that puts your needs first.  Cable broadband speeds are increasingly more rapidly than DSL, meaning a local monopoly on high speed broadband, with DSL slowly becoming the modern dial-up.

Did BT Subsidize Burlington with Cheap Internet Access?

There is so much to say about Burlington Telecom and its struggles that it cannot be covered in a single post. This is one of several posts that will discuss pieces of the situation. One of the questions that has been raised by the Larkin "audit" of BT is whether BT was losing money on the broadband it provided to City Departments.

Though the report prepared by Larkin for the State revealed a number of disturbing practices by Burlington Telecom, a number of them have been strongly disputed. The report clearly has a number of weaknesses, from an apparently lack of expertise on somewhat basic telecom economics to the fact that the "auditors" do not appear to have attempted to talk to anyone who knew anything about how BT operated.

That said, something surely went dramatically wrong with BT and the Larkin report may help shed light on it.

But when one reads articles in the local press about it, it is quickly evident that the writers have practically no understanding of what they write and harbor a strong hostility against Burlington Telecom. Consider this passage from the Burlington Free Press:

Auditors observed as well that the city, a prime user of BT services, was charged “below market rates” and “below BT’s cost of service. The low rates charged by BT ... to the city could be viewed as a form of cross-subsidization,” which, the audit notes, is a violation of a provision of BT’s state license. The building of the system in general, auditors said, was marked by a “lack of timely and accurate accounting information.”

While the quote does come from the Larkin report, it offers no foundation for the claim and later hedges against it (two paragraphs later -- all from page 26):

The fact that BT is providing services to various City departments at below- market rates that may be below BT’s cost of service, which could be viewed as a form of cross-subsidization, is a problem.

After stating without referencing any evidence that BT is providing services to Departments below the cost of provisioning, the conclusion two paragraphs below states BT may be providing services to departments at prices below BT's cost of service ... which could be viewed as a form of cross-subsidization. This is not credible (unless you are a local reporter trying to make the City look bad).

Sorting it out...

BT provides broadband to all the City Departments. BT says that it charges them the full cost of doing so (according to their statements as well as comments to me over the years). This rate is below prices charged by a private sector provider -- no one disputes that.

So we have two potential charges that are lumped together.

  1. BT is charging the Departments less than it costs to provide the service. If this was the case, BT would have been losing money on the deal to the great benefit of City Departments.

    The only footnote cited in the area of the charge by Larkin that BT was charging less than the cost of providing the service (which Larkin states once and hedge once) is a reference to where BT explains their formula for recovering the full cost of providing the service.

    This is one instance of several in which Larkin seems to overstep the available evidence and make conjectures unsupported by any facts.

  2. BT was charging less than the "market" for broadband services. This charge is more fascinating.
    • It is obvious that BT is charging less than what a private provider would because BT is charging the true cost with no markup. The private sector exists for the markup -- or margin.
    • The "market" for dedicated access consists of probably one or two providers who did not offer 1Gbps services at the time BT started (and may very well still not offer that service yet). There is no "market price" for those services. There are perhaps comparable prices of T.1 and T.3 services that undoubtedly reflect significant monopoly markups.
    • If BT were to charge a higher price closer to those boosted by monopoly power, the very same reporter would undoubtedly argue that the markup amounted to a "subsidy" to BT from the City Departments as the price was above the cost of providing the service. Damned if you do, damned if you don't.

Lesson Learned

So - for our purposes, what is a correct price for a community fiber network to charge City Departments?

This will vary depending on local custom and needs. But it seems foolish to charge only the cost of providing the service. It seems wise to charge some mark-up just as would any other entity - the net income can go toward paying down the debt. If done properly, a new publicly owned network will cut the prices paid by City Departments, increase the capacity of their connections, and have some margin for the provider. Everyone wins.

But if a new community network starts offering a connection at cost, expect a bloody war if the network wants to raise prices. Department heads become quickly accustomed to savings and will not react well to an increase even if they are still getting the best deal in town.

The interesting question is whether Burlington Telecom was subsidizing the City in other ways. This was the question we thought the Larkin report would answer. But it hasn't. Fortunately, City Council members are pushing for a forensic audit to understand exactly where all the money went. We hope they are successful and a proper audit is completed.