charter

Tagged Stories

Tornado Destroys Homes, Cable Companies Charge Homeowners

When a tornado rips your town apart and destroys your home, should you have to pay extra fees to your cable provider? Of course not. But we continue to see these news stories about massive cable companies ripping off people who are just trying to find the energy to get by day to day.

Last year, we saw reports about Charter Cable telling Alabama tornado victims they had to "find" their cable boxes or pay for them.

According to the friend, Glenda Dillashaw, a Charter representative told her that Spain would need to find his cable box or be charged $212 for its loss.

Fortunately, when Spain followed up with Charter after receiving another bill, the representative told him not to worry about it, suggesting that either Charter has an ambiguous policy to deal with it or Spain found a customer support person who's heart had not yet been crushed by soul-numbing job of being a customer support representative for a massive cable company.

At least one other company has a formal policy in place for these situations:

Bright House Networks, whose service area includes hard-hit Pratt City, also expects its customers to file claims under homeowners' or renters' insurance to pay for lost or destroyed cable boxes. "That's how we normally handle it," spokesman Robert L. Smith said.

Fascinatingly, an article in Michigan claims Comcast does not have a policy in place for these situations. Following recent tornados in Michigan, Comcast customers who lost their homes were given the option of paying a cancellation fee or paying a reduced "vacation" rate for a service they could not use.

Comcast Logo

Katherine Pfeiffer and Kathy Crawford soon found that residents were being told that they would be responsible for damaged or lost cable boxes and modems.

Initially residents were told their accounts with Comcast would be put on “vacation” status, where a monthly fee of between $15 and $20 would be charged.

Comcast is supposedly "working on a solution" for these people.

The hubris of this massive companies is unreal. People who are waiting to hear if their home is repairable or has to be destroyed should not be confronted by the cable company with exorbitant fees. The subject should, quite literally, be the last thing on their minds. Local businesses understand this, big absentee cable companies do not.

The big cable providers exist because they have market power, which limits competition, leaving people with few options. Comcast does not compete on the basis of good customer service, it competes on the basis of being the only local alternative to satellite video, which is plagued by its own problems.

Disasters are one of the many times when the difference between local companies and absentee companies becomes most visible. Ironically, it is the big cable companies who are best poised to simply write off the damage of natural disasters -- but they refuse to do so, choosing instead to make the lives of storm victims that much worse.

Community networks provide an alternative. They are a cooperative part of the community, not a leech upon it.

Update: I spoke to a local private company I hold in high esteem that saw a number of its customers hit by horrible floods a few years back and they confirmed that they do not charge customers who are devastated by events out of their control. Like us, they have a low opinion of those who would charge. Also interesting: they have insurance to deal with such situations rather than expecting the victims to cover it with homeowner policies. Score another point for local ownership.

Charter Fights Dirty to Kill Competition in Monticello

When Monticello, Minnesota, decided to build its community fiber network -- Fibernet Monticello -- it expected the incumbents to lower their prices and fight to keep subscribers. But Monticello had no idea the lengths to which they would go.

The telephone incumbent, TDS, delayed the project for a year with a frivolous lawsuit and then built its own fiber-optic network while dramatically lowering its prices. We have yet to find another community in North America with two citywide FTTH networks going head to head.

Because of the city's network, Monticello's residents and businesses have access to better connections than the biggest cities in Minnesota can get.

Now, Charter has weighed in by cutting its rates to what must be below cost to gain subscribers. It reminded us of a shoot-out, so we created this infographic to explore what is at stake.

The Good, the Bad, and the Ugly in Minnesota

Download a higher resolution PDF here.

Charter has taken a package for which it charges $145/month in Rochester, Duluth, Lakeville, and nearby Buffalo (MN) and is offering it for $60/month - price guaranteed for 2 years. A Monticello resident supplied us with this flyer, which this person had received multiple times at their home over the course of a month. (See below for the full flyer).

Charter's rate sheet

This is either predatory pricing or the cable industry is out of control with its rate increases. If that package costs Charter more than $60/month to supply, then it is engaging in predatory pricing to drive competitors out of the market. Consider that Charter may be taking a loss of $20/month ($240/year) from each household that takes this offer. They can do that by cross-subsidizing from nearby markets where they face very little competition.

If that package costs $60 or less per month to Charter, then it has an incredibly high profit margin and the fundamentals of the market have to be questioned.

Traditional economic theory tells us that very large profits anywhere will attract new market entrants. Yet the private sector refuses to provide competition aside from the common duopoly of DSL/cable. And these companies use their incredible lobbying power to push bills such as Minnesota HF 2695 that would ban communities from building their own networks.

Unfortunately, building their own networks is often the only way for communities to create real competition and investment in next-generation networks. But communities then have to face dirty tactics from these massive companies bent on maintaining their marketshare using any means necessary.

The aggregate benefit to Monticello is very large right now. Prices for telephone, cable, and broadband have all dropped, keeping millions of dollars in the local economy. But Fibernet Monticello has missed its revenue targets because TDS and Charter care more about driving competition out of town than a fair fight.

The question is whether dirty tactics will successfully run Fibernet Monticello out of business, allowing TDS and Charter to resume gouging subscribers with their ordinarily high rates. If they do, it will be ironic that FiberNet Monticello, which brought the fastest residential speeds in the nation to a small Minnesota town while lowering the prices everyone pays for telephone, broadband, and cable, will be regarded as a failure.

Georgia Bill to Kill Community Broadband Reportedly Shelved

We are hearing that SB 313 in Georgia, AT&T's bill to overrule local authority, will be turned into a study bill. Despite the strong support of the Senate Majority Leader, the bill lost support after we and others exposed the frank admission of AT&T's CEO that they had no plans to expand broadband in rural areas.

Given the strength of AT&T's lobbying and the support of the Senate Majority Leader, this is a tremendous victory. Congratulations to the communities in Georgia that successfully organized and defended their authority to decide locally if a network is a wise choice for them.

We do not consider these issues resolved until the ink is dried, but it does look like AT&T lost this round -- which means thousands of local businesses and millions of people won. They can still hope for next-generation networks and a real choice in providers.

Note: the South Carolina bill remains in play and will be discussed on Wednesday by a Senate Judiciary Subcommittee.

We have been collecting some of the news coverage of this broadband debate in Georgia, but have neglected posting until now. Here is a run-down of some of the coverage.

In the beginning of February, the AP covered an SB 313 hearing featuring testimony from rural communities:

Leaders from cities including Elberton, Hogansville, Thomasville, Monroe and Toccoa lined up to tell senators that broadband is necessary infrastructure for the 21st century economic development they hope to attract — and that they are doing what they must to keep their communities competitive.

"We cannot wait for the private sector to ride to our rescue," said Tim Martin, executive director of the Toccoa-Stephens County Development Authority.

Thomasville Mayor Max Beverly said the city's broadband network supports major employers there.

"If we have to cut them off, there's no telling what that's going to do to our local economy," he warned.

The Augusta Chronicle devoted a lot of words to both sides and made the important disclosure that telecom companies had just staffed up on lobbyists:

The telecom companies have beefed up their lobbying forces this legislative session. Many lawmakers have received campaign contributions from them, including Rogers, who rejects any suggestion that they might have motivated him.

Stop the Cap!

Stop the Cap! has continued its in-depth coverage of these important issues. In January, Phillip revealed the sudden increase in telco/cableco contributions to the bill's pusher, most notably from AT&T. He also set the record straight on many of the supposed failures of muni networks in Georgia. For example:

As Multichannel News reported in 2002, “the Atlanta suburb of Acworth, Ga., isn’t selling because business is bad. Rather, officials said they’ve received so many requests for service from outside the city limits that they’ve decided to sell the operation to an independent company that may expand beyond Acworth’s borders.”

That is where the trouble started. The city contracted with United Telesystems Inc. of Savannah, Ga., a private company, first to lease and then eventually buy the cable system, maintaining and expanding it along the way. But in 2003, United Telesystems defaulted on its lease-sale agreement, forcing the city to foreclose on the system and ultimately sell it to a second company.

Acworth’s “failure” wasn’t actually the city’s, it was the private company that defaulted on its contract.

On February 1, Phillip discussed the Columbia County Broadband Network:

If Rogers’ bill passes, the county may have to go back to begging for access from the companies that have repeatedly said it wasn’t worth the investment or their time.

County officials have been more generous, offering all along to share access to the fiber network with the very providers who are seeking to destroy it. So far, that hasn’t changed any minds.

“If we don’t own it, that means we don’t want you to have it” is standard operating procedure for the state’s phone and cable operators, even in the service areas they routinely ignore, even if it means flushing millions of dollars already spent on new networks down the drain.

On February 7, Stop the Cap! covered more of the testimony from towns against the bill:

seal-newnan-ga.png

“We started our cable system not on a whim but on a demand from our citizens to provide a higher level of service for cable TV and Internet,” said Newnan Mayor Keith Brady. “We got into the cable business originally to provide fiber optics and broadband because Charter Communications would simply not invest in our community.”

...

Brady says their community-owned system not only provides broadband where Charter would not, the cable company also was forced to reduce their rates for consumers in nearby communities, saving taxpayers across the entire city and county millions.

In Elberton, the lack of broadband was so pervasive the 4,700 local residents demanded the city provide the service themselves. Commercial providers had stonewalled the county seat of Elbert County for years until the city broke ground on a broadband project in 2001.

...

Don Cope, president and CEO of Dalton Utilities, demonstrated that municipal broadband systems are not the financial risk large telecommunications companies always claim they represent. In fact, Dalton’s system has never received a penny of tax revenue and its accounting is open to public scrutiny to prove it.

Cope noted SB 313 imposes restrictions on community providers, but completely exempts those owned by the companies pushing the bill.

OptiLink Dalton

“I would ask that you look at the private providers in the state,” Cope said. “Look at their reports, and you would see how many dollars that are provided to them from the federal government. We are talking about in the billions of dollars. All the [private telecommunications entities] that I know about have some form of government support.”

CivSource also offered an opinion about the bill:

“The private sector is handling this exceptionally well,” Rogers said in an Associated Press account. “What they don’t need is for a governmental entity to come in and compete with them where these types of services already exist. We’re not outlawing a local government entity from doing this, but if they’re going to compete, they can play by the same rules and ask the voters if it’s okay before they go out and spend all these dollars.”

Rogers claims are dubious at best. According to the National Broadband Map, Georgia ranks 20th in the nation for broadband access. According to the forward of a report by Rich Calhoun, Program Director of the Georgia Technology Initiative, “As I traveled through the state to talk with leaders in municipalities, counties and community anchor institutions, I found that many places throughout Georgia indicated that they did not have access to affordable or sufficient broadband services. Telecommunications firms who have made significant investments in Georgia indicated that in some areas of the state the return on investment would not qualify for further investment at the present time.”

Congrats to Comcast: Least Trusted Company Twice Over

Comcast has once again distinguished itself as an extraordinary company - not only do Americans trust it less than any other company on the list, it occupies the two bottom positions.  Big shocker that communities want better local service with their own networks.  

Accoding to the 2011 Temkin Trust Ratings, which looks at the level of trust that consumers have in 143 large U.S. companies in a total of 12 industries, only eight companies earned "very strong" ratings while 26 earned "very weak" ratings.

Comcast was the worst. But it is in the company we would expect - Time Warner Cable and Charter are close to the bottom also.

Rural Washington Network, Chelan PUD, Increases Speeds and Expands

The Chelan Public Utility District in Washington state is upgrading network capacity as it starts expanding the network following its broadband stimulus award. We previously covered their consideration of whether to expand from passing 80% of the territory to 98%.

Chelan is one of the most rural publicly owned fiber networks as well as one of the oldest ones. In a rarity, it looks likely to run in the red permanently (the pains of rural, mountain terrain) with the support of most ratepayers. These ratepayers recognize the many benefits of having the network outweigh its inability to entirely pay for itself. The utility also runs a sewer project that is subsidized by wholesale electricity sales. Though some areas in Chelan are served by Charter and Frontier, the more remote folks would have no broadband access if not for the PUD.

With the planned upgrades in 2011, Chelan's open access services will offer far faster speeds than available from the cable and DSL providers. Under Washington law, the PUDs cannot sell telecommunications services directly to customer. The PUD builds the network infrastructure and allows independent service providers to lease access while competing with each other for subscribers. Though this is a great approach for creating a competitive broadband market, it has proved difficult to finance (if one believes this essential infrastructure should not be subsidized as roads are).

When the PUD considered whether to pursue the expansion (meaning taking a federal grant covering 75% of the costs and agreeing to run the network for 22 years), it asked the ratepayers for feedback:

Sixty-four percent of 450 randomly chosen Chelan County registered voters who were part of phone survey in August said they favor taking the grant and completing the buildout, even if it means their electric bills will go up by as much as 3 percent — about $1.50 more on a $50 per month power bill.

On November 9, PUD Commissioners approved the rate increase.

Chelan's service providers currently offer connections of 6Mbps/384kbps or 12 Mbps/384kbps. As with other early BPON networks, the speeds were asymmetrical. While other community fiber networks have upgraded to offer much faster symmetrical speeds, Chelan has opted to continue a heavily asymmetric offering.

They will continue the 6Mbps option (for service providers who are not ready to upgrade their equipment to offer faster speeds) while adding a 25/2 and 100/100 option. They are also adding a 1 Gbps commercial option.

Frontier and Charter advertise maximum connections at 7/.768 and 25/3 respectively.

Service providers on the network will have to pay higher rates to continue using the network, though they also will get a discount from the PUD when they sign up customers for more than one service (bundling).

Providers will have to pay an extra $4 per customer while the bundling discount will be $2 or $3.

Service providers will have to pay Chelan $22.35 for a 100Mbps connection to a customer and $19.35 for either a 25/2 or 6/.384 connection.

However, there are some complications (detailed in this article toward the end) -- because Chelan was such a pioneer of this technology, the earliest subscribers will have to wait longer to access faster connections.

Dalton's OptiLink Community Network Draws Praise

OptiLink, the community fiber network in Dalton, Georgia, has been chosen by local newspaper readers as the Best Internet Provider in 2010 - the third year in a row.

According to Stop the Cap!, the community network has a take-rate of 70% and generates $1.5 million in revenue monthly - real money that stays in the community rather than being distributed to Charter shareholders.

Learn more about OptiLink here.

Opelika Votes Yes, Will Build Smart-Grid Fiber Network

Despite a coordinated campaign by cable incumbent Charter that offered little honest debate or accurate claims, the citizens of Opelika voted yes on their referendum to allow the city to build a broadband network. The City's public power utility will use the network for smart-grid services and a private company will likely contract to deliver triple-play services.

Opelika's Mayor had this reaction:

Mayor Fuller also said:

It’s a great day for Opelika. It’s a great day for our future. It’s a terrible day for Charter,”

One gets the sense that the Mayor took some umbrage at Charter's tactics to prevent the community from building its own network.

The day before the election, Stop the Cap! ran a fantastic article about Charter's manufactured opposition to the community network.

Phillip Dampier investigated the background and claims of prominent opponents, including Jack Mazzola, who might as well have written some of the articles in the local paper about the Smart-Grid project for how often he was quoted by the reporter (who often failed to offer a countering view from anyone in support of the network).

Jack Mazzola claims to be a member of Concerned Citizens of Opelika and has become a de facto spokesman in the local press.  He claims he is “30 years old and have been a resident of Opelika for almost two years.” During that time, he evidently forgot to update his active Facebook page, which lists his current city of residence as Atlanta, Georgia.  Suspicious readers of the local newspaper did some research of their own and claim Mr. Mazzola has no history of real estate or motor vehicle taxes paid to Lee County, which includes Opelika.

Any community considering a referendum on this issue should read this Stop the Cap! post and learn from it because massive cable companies like Charter all use the same tactics in community after community. When communities do not have a response ready, they can suffer at the polls.

If you are suspicious about the viability of municipal fiber, simply ask yourself if they are such failures, why do phone and cable companies spend millions to lobby against them?  Why the blizzard of scare mailers, robocalls, astroturf opposition groups, and lawsuits — all to stop what many opponents continually claim are competitive and operational failures?

The answer is, most municipal projects, like co-ops and community owned utilities, are more than viable. 

At any rate, Opelika's citizens did not fall for Charter's astroturf campaign.

Opelika is the latest to refute any notion that community broadband networks are a partisan issue. The City Council President noted:

“As a council we have never been more unified on a single matter than we have been on this,” Smith said. “Now we’re going to go to work, do things right and do things transparently.”

When it comes to these local issues of self-determination, Democrats and Republicans, liberals and conservatives agree that self-reliance is far superior to continued dependence on absentee-owned incumbents.

Opelika Considers Smart Grid Network, Charter and Others Misinform Public

Opelika, Alabama, is home of some 27,000 people and a public power utility called Opelika Power and Light. On Tuesday, Aug 10, the city will hold a special referendum to decide if the community can build a network that will cover telecommunications and smart-grid services.

Alabama is one of the states that preempt local authority to build broadband infrastructure, requiring a referendum and imposing limitations on the business plan for community-owned networks that it does not do for privately owned networks.

The local newspaper has a Q&A to answer questions about the project.

Expected cost is in the neighborhood of $33 million and will be funded with revenue bonds if citizens approve the project. Opelika Power and Light already has a fiber ring that will be used in the project if they move forward (the project could start offering services as early as Fall 2012).

From a distance, it appears that details are not yet worked out (and why would they be -- until they have the authority conferred by a successful referendum, they would not complete any agreements), but the private company Knology will likely provide some of the services on the network built by Opelika.

Opelika Power and Light

The local editorial board endorsed the plan.

“Shall the City of Opelika, Alabama, be authorized to acquire, establish, purchase, construct, maintain, lease and operate a cable television system for the purpose of furnishing cable service to subscribers?”
That’s what the ballot will read in Opelika on Aug. 10.


And the answer: absolutely yes.

Unless, of course, you are a massive company like Charter that already offers services. If you are Charter, you might make absurd claims that cable is somehow more reliable than fiber. The Charter Government Relations Director apparently suffers from what we might call the make-ity-up disease. From the articles I read, I fear that no one corrected these inaccuracies.

Despite the support of the paper, a loud group has formed to oppose the network. They may be earnest and they may just be funded by Charter Cable, which wants to prevent any competition in the community. Of course, they may be both.

"This referendum represents everything going wrong with our nation today, and it is an opportunity for us to stop, here at home, something that is so fundamentally opposed to the principles this country was founded on."

I don't know what country he is talking about, but the Founders of my country did not intend for communities to be held hostage to the whims of private companies like Charter. The Founders of my country saw fit to include the power to establish post offices and postal roads in our Founding Document. Presumably, they could have just left it out, but they recognized that the private sector is not the appropriate solution to every last problem encountered by mankind.

The Opelika Observer, a local weekly, ran a piece from someone in the City who explained why the referendum was necessary:

For the last decade the City of Opelika officials (Mayor Gary Fuller and Mayor Barbara Patton before him) have held meetings with various Cable TV providers, urging them to come into the Opelika market and give competition to Charter Communications which right now has a “monopoly” on the Cable TV services offered to our community.

Unfortunately, the answer has been the same from the various cable companies over the years which the city has tried to lure into our community: “It's not worth our time, effort or capital expenditures to come into such a small market share.”

Stay tuned - let's hope that whatever the decision of the Opelika citizens, it is not swayed by the self-interested dissembling of a massive cable monopolist that must put shareholder interests before the needs of Opelika.

Charter to Cleveland, TN: You Are Not Sufficiently Profitable

Not too far away from Chattanooga, Tennessee, (home to the largest muni fiber network in the U.S.) lies Cleveland (Tennessee). Five prominent residents asked why they cannot get broadband:

The homeowners have discussed the problem with Charter Communications Director of Government Relations Nick Pavlis three times.

Pavlis said in a telephone interview it would cost the cable company $130,000 to run an underground cable 2 1/2 miles and “it’s just not a reasonable payback.”

He said the company spends $500 per house as a general rule, which gives them a 36-48 month return on investment.

Yet Charter has no problem lobbying the states to prohibit publicly owned networks. Tennessee probably has more fiber-to-the-home initiatives than any other state - perhaps it is time Cleveland looked into their own or cajoling a nearby network into expanding.

Virginia County Looks to Wilson for Muni Network Inspiration

Folks in the Isle of Wight County in Virginia are looking to Wilson, NC, (which runs its own FTTH network called Greenlight) for inspiration as Charter will not expand broadband access locally. Interestingly, industry-backed Connected Nation would not consider these people to be unserved because they could buy wireless broadband cards that offer slow speeds at expensive prices and are still often capped at a monthly transfer of 5 Gigabytes ... which is to say not really a broadband option.

Charter will not expand their cable networks because

Charter requires that an area have a density of at least 30 rooftops per square mile in order to offer service, which leaves large swaths of the county, especially southern and western areas, without access.

Sounds like a good opportunity to investigate a publicly owned network.