Tag Archives: comcast

Cable companies promote free Internet access for locked down Californians, telcos not so much

by Steve Blum • , , , ,

Home alone

Update, 19 March 2020: AT&T announced today that the first two months of its Internet package for low income homes – Access from AT&T – is free to new subscribers.

The four major cable companies in California are offering free Internet access for a limited amount of time to low income households during the corona virus emergency, but not the two big telcos.

Charter, Comcast, Cox and Suddenlink seem to have figured out that what amounts to a one or two month promotional offer is a good way to attract new subscribers. Charter’s offer applies to any of their Internet access packages, while the others are limited to their low income-only plans. Unless a customer jumps through the hoops to disconnect, they’ll be billed for ongoing service after the free period ends.

AT&T and Frontier have discounted packages for qualifying low income households, but no free offer. A summary of the offers and contact information is below.

All six companies have also signed on to the Federal Communications Commission’s “Keep Americans Connected” pledge, which calls for them to open up their WiFi hotspots to everyone, not disconnect customers who don’t pay and waive late frees.

Local independent Internet service providers are stepping up too. In Santa Cruz County, Cruzio is offering free service for three months to customers who qualify for its low income service, which otherwise costs $14.95 per month.

A major difference between cable and telephone companies is the availability of video service. Cable companies can – and typically do – try to up sell people who enquire about discounted Internet service into pricey video bundles. That’ll be a particularly attractive pitch to people who are stuck in their homes for the duration. Frontier and AT&T have some video service available, but only in limited parts of their service territory.

ISPPlan nameDetails
AT&TAccess from AT&T$10 per month for qualifying low income households.
CharterSpectrum Internet Assist$17.99 per month ($22.99 with WiFi capability) for qualifying low income households. During the corona virus emergency, the first 60 days is free for all plans in areas where schools are closed.
ComcastInternet Essentials$9.95 per month for qualifying low income households. Until April 30,2020 the first 60 days is free.
CoxConnect2Compete$9.95 per month, During the corona virus emergency, the first 30 days is free.
FrontierFundamental Internet$19.99 per month for qualifying low income households. No free service is available
SuddenlinkAltice Advantage Internet$14.95 per month for qualifying low income households. During the corona virus emergency, the first 60 days is free.
WebsitePhone
AT&T855–220–5211
Charter844–579–3743
Comcast855–846–8376
Cox800–234–3993
Frontier877–578–8367
Suddenlink888–633–0030

Streaming video hurts cable, but it’s killing AT&T

by Steve Blum • , , , ,

Elmer fudd

The traditional, linear subscription TV business is in a nose dive. In the fourth quarter of 2019, AT&T shed 945,000 subscribers, mostly from DirecTv but also from its legacy Uverse service and its new AT&T TV platform. Add in the 219,000 subscribers who dumped its AT&T TV Now streaming service, and more than million customers walked away from AT&T’s video products.

Comcast and Charter lost TV subscribers, too. But for both companies, they each lost fewer subs over the 12 months of 2019 than AT&T lost in the last three. And both gained broadband subscribers and market share, as consumers move to higher speed service that better meets their needs than slow, DSL-based offerings from AT&T and Frontier Communications.

Like the need to watch streaming video.

Google figured out how to solve the linear TV problem. They’re not going to offer the service any more…

Google Fiber will no longer offer a linear TV product to new customers. For our current TV customers, we know you have come to rely on Google Fiber TV and we will continue to provide you with traditional TV service. And we’ll be happy to help everyone explore other options to get their favorite programming the way TV is watched now — over the Internet, with the virtually unlimited choice and control online viewing provides.

AT&T is pinning its hopes on the new HBO Max streaming service it plans to launch in May, for $15 per month. It’s beginning to look like a product that will make or break the company. With AT&T’s spending on video assets, like Time Warner, climbing and its video revenue in a nose dive, it’s betting its future on its ability to produce the same kind of instant success that Disney had with its new streaming service launch last year.

Penalties, but not prevention, for deceptive ISP billing practices

by Steve Blum • , , , ,

Consumer reports cable billing 3oct2019

It’s common practice for big, monopoly model broadband providers to promise low prices to new subscribers, then tack on arbitrary fees after they’re locked into long term contracts. AT&T was recently slammed for adding a property tax surcharge to some customers’ bills – no one has figured out yet why AT&T thinks it can do that in the first place, let alone why it more than doubled the charge – California property tax rate hikes are tightly restricted. Frontier Communications also adds fees on top of the rates customers have agreed to.

Comcast is a frequent target of consumer billing complaints, and state attorneys general are listening. Just about a year ago, the Minnesota attorney general took Comcast to court over billing practices. The case was settled on Wednesday. According to the Minnesota AG

Part of being able to afford your life means knowing the full cost of what you’re getting, getting what you were promised, not being overcharged for things you didn’t ask for, and not being unfairly charged to get rid of things you didn’t ask for. But when people signed up for Comcast, that’s what happened to them…This settlement will help put money back in Comcast’s customers’ pockets where it should have been in the first place. Just as importantly, it provides millions of dollars’ worth of debt relief. And we’ve made sure that going forward, Comcast customers will know exactly how much they’ll pay for service before they sign up for it. That should put an end to unpleasant surprises.

Another deceptive billing case in Washington state last year resulted in Comcast being hit with a $9 million fine, plus orders to make refunds to customers.

It’s not just broadband service – arbitrary fees are added to the full range of products and services that telephone and cable companies provide. A study by Consumer Reports showed that the typical cable TV customer pays an extra $450 a year, just because. The graphic above breaks that down.

So far, little has been done to stop deceptive billing practices in the first place. That could change. The Federal Communications Commission’s declaration that broadband isn’t a telecommunications service passed the buck to the Federal Trade Commission, which might or might not get around to doing something about it. State governments also have a role to play – a federal appeals court opened the door to broadband consumer protection laws and other state-level regulation last year. So far though, no one in Sacramento has shown much interest in walking through it.

Some people aren’t buying the false data big ISPs sold to the FCC

by Steve Blum • , , , ,

Microsoft oregon analysis 5dec2018

The Federal Communications Commission’s broadband testing program evolved from a engineering-driven performance assessment when it was launched in 2012 to a marketing tool for monopoly model Internet service providers. That’s partly the result of the FCC republican majority embracing a role as a cheerleader for big telecoms companies, but it also reflects tensions in the program that date back to when it began under a democrat-majority commission.

Jim Warner, who recently retired from a long career as the network engineer for the University of California, Santa Cruz and still chairs the Central Coast Broadband Consortium’s technical expert group, helped design the FCC’s program, along with several others from the academic side of the house as well as industry representatives. He says there’s a split between the two groups, with industry more concerned with selling service than delivering it…

While the research community has been continuously engaged in measurement activities as part of high performance networking, the commercial side of the business has been plodding along on its own measurement efforts. Our goals are to improve performance (or at least understand its limits). On the commercial side, the goal is more along the line of making money and, if performance got better, that was OK, too.

The ISPs – especially AT&T – were unwilling to accept the results of the program’s measurements and fought hard to get poor results removed from their totals to improve their score.

The lack of hard information about where and what kind of broadband service is available, particularly in rural areas, is sore spot in Washington, D.C. There’s bipartisan support for a couple of bills that would put more money behind broadband measurement and mapping programs, and set higher standards. Maybe, just maybe, enough support to make it into law in the coming weeks.

FCC allows big ISPs to add performance enhancing juice to speed tests, WSJ says

by Steve Blum • , , , ,

Syringe

The fast, reliable broadband service claims endorsed by the Federal Communications Commission are based on test data that’s been doctored by California’s monopoly model Internet service providers, according to a Wall Street Journal article Shalini Ramachandran, Lillian Rizzo and Drew FitzGerald (h/t to Jim Warner for sending me the link).

Annual speed measurements taken to evaluate U.S. broadband service are “juiced” by AT&T, Comcast, Charter Communications and others, who know ahead of time where the tests are run and afterwards lobby the FCC to suppress bad results and hype good ones, the story says…

[AT&T] pushed the Federal Communications Commission to omit unflattering data on its DSL internet service…

In the end, the DSL data was left out of the report released late last year, to the chagrin of some agency officials. AT&T’s remaining speed tiers notched high marks…

Comcast a few years ago upgraded speeds in some regions without notifying the FCC, making test results look stellar, people close to the FCC program said. The FCC discovered the changes after spotting anomalous data and adjusted the numbers.

This September, amid an FCC test, Comcast rolled out speed upgrades for many customers in several states…

Charter-Time Warner Cable oversold its network to the point where 200 Mbps and 300 Mbps households “would achieve speeds that were only a half to a third of their promised speeds,” the New York attorney general alleged [in a 2017 lawsuit]. Yet Time Warner Cable’s FCC speed-test results in the two years prior averaged 100% or more of promised speeds.

Even so, the FCC’s VIP treatment isn’t good enough for AT&T. It pulled out of the testing program and will submit performance data it gathers itself.

The story also reports that measurements of Cox Communications’ broadband service showed a 37% actual-versus-promised consistency mark. It blamed the wholesale provider it chooses to work with, so the FCC relegated the results to a footnote, even though Cox – or any other last mile ISP– is responsible for properly provisioning middle mile connectivity and raw Internet protocol bandwidth.

The FCC broadband measurement program is a mess. Earlier this year, the FCC pulled back claims of widespread gigabit availability after a thorough debunking by a broadband advocacy group and Microsoft. That’s what happens when a regulator turns into a cheerleader for the industry it’s supposed to oversee.

AT&T, Comcast “continue to frustrate” CPUC inquiries “even on safety matters”

by Steve Blum • , , , ,

AT&T and Comcast blew off demands for information about broadband pricing from California Public Utilities Commission staff, so now the public advocates office, which requested the data, is asking the commission to force the companies to comply and to acknowledge their legal responsibility to fully answer questions about service, safety and other issues.

The PAO sent a detailed questionnaire to Internet service providers in California, including telephone companies and cable operators, during an ongoing inquiry into the affordability of broadband and other essential utility services in California. According to the “motion to compel responses to data requests” filed by the PAO, Charter Communications and Cox answered, but Comcast and AT&T lawyered up (the filing doesn’t mention Frontier Communications, the other member of California’s Big Five ISP club).

Although AT&T and Comcast provided some information (see below), the bulk of their responses boiled down to you people don’t have any jurisdiction over broadband, but if you’re really interested, check out our website.

The jurisdiction question was answered, if not completely settled, by a ruling from Clifford Rechtschaffen, the commissioner who is leading the inquiry. He took the uncommon step of issuing a ruling that asserted “a significant role for the commission” in managing California’s broadband ecosystem.

Besides being dismissive, answering a data request with a link to a sales-focused website isn’t enlightening and could be dangerous, according to the filing…

The presentation of pricing on the AT&T website does not provide all relevant combinations of service bundles and speeds. Websites also produce selective company information that are in no way responsive to the data requests or comparable to other communication companies’ information. For instance: What is the lowest price for the user-defined combination of services at the user-defined speed across all communication companies?…

Telecommunication companies continue to frustrate the Public Advocates Office’s efforts to understand their continually evolving operational landscape and how it affects California consumers, even on safety matters.

There’s no particular timeline for when – if – action will be taken on the PAO’s motion.

Comcast
Comcast pricing jan 2019

AT&T
Att broadband pricing 2019
Att legacy dsl pricing 2019

Telephone and cable companies stonewalled California emergency officials during massive power outages

by Steve Blum • , , , ,

Cell site outages 28oct2019

Mobile carriers generally cooperated with California emergency officials during the week long siege of public safety power shutoffs in October, while cable and telephone companies hid behind confidentiality claims. Paul Troxel, who heads the 911 program at the California office of emergency services, testified at a California Public Utilities Commission hearing on Wednesday and told commissioners that neither the state’s emergency operations center or local officials knew where access to 911 service and disaster information, such as evacuation orders, were unavailable…

Outage data was not reported by all providers. Some providers were very responsive and provided outage data as requested by Cal OES, while others were slow to respond due to confidentiality concerns related to outage data. Frankly, information from the wireline and VoIP providers was not provided until the end of the event. Because of the lack of complete reporting, Cal OES had to work with the Federal Communications Commission to activate the disaster information reporting system.

The FCC’s data isn’t intended to support real time operations. It’s typically 12 to 24 hours old and only aggregated data is provided – at the county level for mobile carriers and the state level for telephone and cable companies. But it did provide a useful check on the accuracy of the data provided voluntarily by telecoms companies through their industry association, which is their standard method.

It didn’t work so well. According to Troxel, at one point the industry’s organisation, the California Utilities Emergency Association (CUEA), reported that 57,000 wireline customers were out of service, while the FCC’s disaster information reporting system said the figure was 224,000. CUEA’s mobile outage reports weren’t much better – in one county the FCC said 133 cell sites were down while CUEA claimed only nine were. The problems with the industry association’s data were severe enough that OES requested reports directly from telecoms companies, with varying degrees of success.

During the hearing, Verizon, T-Mobile and, perhaps, AT&T executives promised to provide timely, detailed outage information in future emergencies, and make it public. A senior AT&T operations executive said the company would do so, after a company lawyer deflected the question by extolling the wonderfulness of the current system – that’s an arm wrestling match that needs to be resolved. The other representatives, from Frontier Communications, Comcast, Charter Communications, Cox and Sprint, wouldn’t make any promises at all.

Meaningful answers and we’ll get back to you, as CPUC drills down on phone, broadband outages in emergencies

by Steve Blum • , , , ,

Cpuc phc telecoms outages 20nov2019

Telecoms company representatives – telco, cable and mobile – were grilled for three hours yesterday by CPUC commissioners about their ability to maintain communications capabilities during power outages and other emergencies. And their willingness to provide actionable, real time network status information to officials and the public.

The central issue is whether the California Public Utilities Commission should establish regulations for things like backup power, network resiliency and outage reporting, for voice, text and, perhaps, broadband service. Commissioner Cliff Rechtschaffen cut to heart of it, asking the eight representatives “would you support this as a regulatory requirement?”.

Three of the mobile companies – AT&T, Sprint and T-Mobile – were represented by senior operational and engineering executives. Although they didn’t express any great enthusiasm for new regulations, they engaged with questions posed by commissioners and generally gave knowledgable answers about their networks, back up capacity and emergency management procedures.

Verizon sent a lobbyist. He reiterated an early statement by Verizon that it would be happy to provide lots more information about future outages in something like real time, and make it public because our network is so damn good.

AT&T’s and T-Mobile’s execs signed onto that pledge. Mobile networks were a particular focus – 80% of 911 calls are made using mobile phones, according to a CPUC staffer. The objective is to identify and publicise communications gaps, where people can’t call 911 or access evacuation maps on the web. Sprint’s rep was more reticent, but it might not matter if T-Mobile is successful in acquiring the company.

It wasn’t clear whether AT&T’s wireline network was included in the promise. At one point, an AT&T lawyer jumped up and seemed to say no. Instead, he lauded AT&T platoons of lobbyists and public relations people, and their “longstanding” efforts to keep state and local officials informed.

Right.

Frontier Communications also sent a corporate lobbyist to the hearing. Not much came of it. She didn’t promise to share detailed or real time outage information, let alone make it public. She did say that only 85% of Frontier’s customers are served by central offices that have back up generators that can keep facilities powered for at least 72 hours. “Facilities further out” in “remote areas” rely on shorter-lived batteries and portable generators.

Translation: the urban systems we got from Verizon are okay, rural communities, not so much.

The three cable companies – Charter Communications, Comcast and Cox – sent regional managers, who typically have a lot of operational responsibility at the local level, but take their marching orders on corporate policy from headquarters. That seemed to be the case yesterday. All three were cordial and, within their field of expertise, knowledgeable enough, but not forthcoming when pressed for information sharing commitments. I’ll get back to you was a frequently heard response. Back up power on cable networks didn’t seem to be as robust as telcos. Comcast’s rep said that all their network devices in the field have back up power, but only 4 to 24 hours worth.

Telecoms companies to explain broadband, phone failures during California power cuts

by Steve Blum • , , , ,

Green acres utility pole

With another Pacific Gas and Electric company power shut off looming later today, the California Public Utilities Commission is calling in telecommunications companies and demanding that they be prepared to explain their “responsiveness during the latest wildfires and public safety power shut offs to keep telecommunications services on”.

A hearing is scheduled for this morning in San Francisco, with “top officials” from California’s major telecoms companies directed to “publicly appear and publicly address their response during the latest wildfire events [and] public safety power shutoffs”. The list includes California’s two big telephone companies – AT&T and Frontier Communications – as well as Comcast, Charter Communications and Cox on the cable side, and all four mobile carriers – AT&T, Sprint, T-Mobile and Verizon. Electric utility executives are also invited, albeit a bit more politely.

During the last wave of power cuts, intended to prevent wildfires, hundreds of thousands of Californians lost telephone and broadband service. Data collected by the Federal Communications Commission indicated that 455,000 telco and cable subscribers in 32 California counties lost connectivity, and 3.3% of cell sites were down. There might have been more – the FCC didn’t say how many telecoms companies were reporting outages – reporting was voluntary – or whether the total included all customers who couldn’t connect because they lacked back up power in their homes and businesses.

Who shows up will be as significant as what they say. Expect AT&T and Frontier to send people – they’re still regulated to an extent by the CPUC – but whether their representatives are actual decision makers or lobbyists with inflated titles remains to be seen.

Cable companies tend to resist any encroachment on their turf by the CPUC, so their response, if any, will be interesting to watch. Normally, mobile carriers don’t have much to say to state officials, but since AT&T has to be there anyway, and Sprint and T-Mobile are trying to make nice with the CPUC so they can gain approval for their merger, we might get some meaningful information from them.

“Framework” for telecoms competition in rural telco territories considered by CPUC

by Steve Blum • , , , ,

Tesoro viejo 2

A rousing and thoroughly disingenuous defence of telecommunications competition doesn’t appear to be enough for Comcast to get permission right now to cherry pick affluent households in Ponderosa Telephone Company’s territory. A pair of California Public Utilities Commission administrative law judges (ALJs) said in a ruling last Friday that even though allowing competitive telecoms companies into the protected service areas of California’s small, rural telcos should be considered on a case by case basis, those decisions should be made within a common framework.

The two ALJs – Mary McKenzie and Hazlyn Fortune – are managing what the CPUC calls a rulemaking proceeding that’s looking at the way California subsidises, and consequently protects, small telephone companies that serve remote and sparse rural communities that aren’t lucrative enough to attract big telecoms service providers. Or at least used to be. As California’s suburbs spread further out from cities, new developments are springing up on farm and ranch land that’s served by rural telcos.

Citing Comcast’s case as an example, they decided that the next step in that process is to establish a general set of rules that will guide future decisions about who should provide telephone service and, in some cases, broadband service in those new communities…

The Commission will first consider adopting general criteria in this Rulemaking as a framework for allowing competition, which will then be evaluated on a case-by-case basis considering local conditions for each individual small [rural telco] service territory where an application is filed by a potential competitive local exchange carrier (CLEC) seeking a certificate of public convenience and necessity (CPCN).

Comcast’s request to be allowed to provide telephone service in the upscale Tesoro Viejo development north of Fresno is being handled by another ALJ, Zhen Zhang, in a separate case. In theory, Zhang doesn’t have to wait for McKenzie and Fortune to finish their work, which could take months. In practice, since ALJ’s produce draft decisions for consideration by CPUC commissioners, it would probably be a waste of time to, as Ponderosa described it, put “the cart before the horse”.