Comcast, CenturyLink Give New Home Owner Kafka-esque Introduction To U.S. Broadband Market

from the like-a-bad-novel dept

There's been no shortage of Comcast horror stories in the media of late, the company promising time and time again that it has made customer service a top priority under the careful watch of a new "Customer Experience" VP. Except despite ten years of these promises and what seems like an endless parade of horrible PR, the customer satisfaction rankings for companies like Comcast are actually getting worse. That's because with no serious competition forcing their hand and regulatory capture ensuring nobody tries to fix things, there's simply no organic penalty for being historically awful at what they do.

While these kinds of stories are a dime a dozen, the Consumerist recently posted what I think is the near perfect encapsulation of what's wrong with the U.S. broadband market. The website tells the story of a Washington State resident named Seth, who purchased a new house after being told by Comcast (several times, according to a FAQ the user is maintaining) that the house was ready for broadband service. Of course once he moved in he was told that neither Comcast or regional telco CenturyLink could provide him service.

On it's face that's not necessarily a big deal -- broadband coverage gaps are common, as are inaccurate service databases. It's the experience the customer has with customer service after the fact that perfectly illustrates the utterly abysmal state of the U.S. broadband industry, and the way carriers' left hand (or right hand, or left foot, or brain) usually doesn't know what the right hand is doing. Seth notes it actually takes months and more than three Comcast technician visits for the company to realize the house has never been serviced before:

"He just appeared out of nowhere and asked us where our cable box was,” writes Seth. “We explained that we didn’t have one, but that we did have a Drop Bury Request in place. He looked perplexed. He told us that there was no way a Drop Bury Request could possibly get us hooked up, we were too far away from the cable infrastructure. We asked him to contact someone at Comcast to get things resolved, and he left."

Then on Feb. 9 another tech showed up — at least this one was on schedule — but just like his predecessors, this guy had not been given the memo that the house was not yet connected to the Comcast network. He was just there to hook up a modem and some cable boxes. Several days later — and again without an appointment — yet another Comcast tech showed up to do an install that simply couldn’t be done."

From there, Seth has to stumble through layer upon layer of what can only be described as total, relentless absurdism, including countless conversations with Comcast support personnel, on site engineering visits, phantom appointment cancellations and claims by Comcast that he'd had a successful install when no work had actually been done. From there it goes beyond "horror story" and well into Terry Gilliam "Brazil" territory, with Comcast at several points being totally unaware of his work order status, whether his house has service, whether the house could get service, and frankly, what planet Seth lives on.

After initially being told he could pay part of the $50,000 to $60,000 needed to do a coax and hardware run to his house (pretty common for rural cable customers just out of range), Seth ultimately has to give up months later, after the company finally concludes the ROI on the work isn't worth Comcast's time, even with Seth and his neighbors footing the lion's share of the bill. Seth then turns to regional telco CenturyLink in the hopes it could offer something vaguely resembling a sane business transaction, since their website claims he can get service. Yet somehow, his experience actually manages to get worse:

"But then the next day he got a call informing him that his area was in “Permanent Exhaust” and that CenturyLink wouldn’t be adding new customers. Of course, that didn’t stop CenturyLink from billing Seth more than $100 for service he never received and will never be able to receive. Seth then had to convince someone with CenturyLink’s billing department to zero out the account that should have never been opened."

At one point, The Consumerist tries to lend Seth a hand and contacts CenturyLink on his behalf, only to be told by the support rep they can't help because they're leaving the company. Said rep then decides to forward on the complaint to a manager -- who winds up being on a multi-week vacation. Ultimately, CenturyLink has to admit that their website has inaccurate data regarding its coverage area (data that hasn't been corrected to date). CenturyLink, it should be noted, has played a starring role in protectionist state level legislation preventing neighborhoods like Seth's from building their own networks, even in cases where CenturyLink refuses to service them.

With telecommuting to do and the daily usage caps of satellite broadband not an option, Seth's currently stuck on a capped and very expensive Verizon LTE plan until he can figure out what to do with the house. As we've been discussing, AT&T and Verizon have been backing away from DSL in the hopes of shoveling customers just like Seth on to capped, very expensive LTE plans -- in the process actually making already dismal fixed-line competition actually worse. Ultimately, this lack of competition means these companies don't have to care whether you like their service -- or their Kafka-esque support. You will, whether you like it or not, take exactly what they're willing to give you.

Filed Under: broadband, bureaucracy, customer service, new home
Companies: centurylink, comcast

Mayor Of Arizona Town Publicly Shames Lousy Broadband Service Provider With Apology Letter To Hotel Guests

from the walk-softly-and-carry-a-ream-of-paper dept

There's probably no better way to announce that the broadband service you're providing is inadequate than the mayor of a town feeling compelled to write an apologetic letter to tourists, apologizing in advance for the lousy connection (or the complete lack of one).

Blogger Ewan Grantham came across the following letter in his hotel room in Tusayan, AZ (right outside the Grand Canyon). [link to photo of the letter]

Dear Tusayan Guest-

As a guest in one of our wonderful Tusayan hotels, we know that like our residents, you have expectations in today's technology age of being able to easily and consistently access the internet highway during your stay in our community. Again, like our residents, we understand your frustration with the inconsistent strength of the broadband signal, or even total lack of an ability to connect. It is an issue that we have to deal with on a daily basis due to a lack of sufficient signal from our primary service broadband provider, CenturyLink. What bandwidth we have coming into the entire community has been severely over-subscribed (sold to too many users for the small signal strength available) and thus the poor quality of connectivity in our community. The situation is NOT due to a lack of effort or desire to provide you a quality service by the hotel where you are staying. It is due the lack of availability of broad bandwidth from CenturyLink.

The Town itself has been working for many months to try and resolve this situation by working with several entities to bring in a consistent and reliable service to meet not only our residents needs, but to also provide the level of service that we feel our guests and visitors to the Grand Canyon deserve. Hopefully we will be able meet those needs in the near future. Please understand that the issue is beyond our control as a whole community and not just this individual business and bear with us and we work to join the internet highway with quality services.

In the meantime, enjoy the reason you have come to our community, the Grand Canyon in all its magical and powerful beauty. We very much appreciate you choosing to stay in Tusayan and hope that you will also enjoy our great rooms, food & beverage services and the wonderful people and staff that call Tusayan their home.

Respectfully,

Greg Bryan
Mayor
Town of Tusayan

That CenturyLink's connection is indeed lousy has been confirmed by Grantham.

Unfortunately I can vouch that service throughout the area surrounding the national park was rather bad anywhere we went. In the national park itself service was actually pretty good, but I gather that is because the NP has it's own AT&T contract that avoids using the CenturyLink backhaul.

Grantham also wonders what purpose this letter ultimately serves: whether it's to push CenturyLink to the bargaining table, or hoping that the negative attention will draw bids from competing services. Either way, there's no shaming quite like public shaming, and CenturyLink is getting its shaming from the top man in town.

A look at Tusayan's city council meetings shows that the town has been unhappy with CenturyLink for nearly four years now. The minutes from the June 1, 2011 meeting state the following:

Councilmember Rueter gave a presentation on internet opportunities for the Town and recommends continuing discussions with Century Link, but also to research options for a tower for the Town.

A report on that meeting quotes the mayor as saying previous discussions with Qwest (which CenturyLink bought) date back even further.

Mayor Greg Bryan said he was not encouraged by his own findings. Using his business, the Best Western Squire Inn, as an example, he said conversations with Qwest regarding Internet expansion began nine or ten months ago. In order to provide fiber optics in town, Qwest said they would need around $1,000,000.

More details from that council meeting indicate that Qwest/CenturyLink was looking for a 10-year commitment for a certain number of Tusayan businesses before it would move forward with expanding its capacity -- on top of the $1,000,000 investment from the city itself. Mayor Bryan said that Qwest was refusing to move forward until it received more service renewals for Tusayan businesses.

Further notes from later council meetings indicate CenturyLink has been unwilling to budge from either its long contracts or $1 million in funding from the town.

Oct. 26, 2011:

Robbie Evans, Tusayan Fire District, suggested that the Council look into the Arizona Corporation Services in reference to CenturyLink providing the town with broadband service. CenturyLink is supposed to be serving the town with internet and the Arizona Corporation Services can be contacted if CenturyLink does not.

Feb. 15, 2012:

CenturyLink is unresponsive to a solution as it is costly to install. There is current legislation that would allow ADOT to lay conduit along highways or allow vendors to lay conduit in the right away. The Town may need to lay aside money for the next several years to address this problem. Council Member Rueter would like to see fiber laid as wireless broadband would only address the problem temporarily as the need for use increases.

To that end, it appears the city has now abandoned hope of working this out with CenturyLink and is seeking bids on fiber optic lines. While considerably more expensive (this 2013 meeting's minutes contain a quote from NI Solutions of $1.7 million), this may finally give the town a connection that won't disappoint incoming tourists and, at least at this point, doesn't seem to come bundled with a demand for a 10-year contract with a single provider. (NI provides "open-access" fiber connections which can be utilized by any service provider.)

On the other hand, the situation doesn't seem to have progressed much past the estimate stage. Mayor Bryan's letter indicates things are still at a standstill with CenturyLink, and no competitor has offered to take over the territory. Bryan's shaming letter also indicates that CenturyLink's purchase of Qwest didn't improve local service, despite earlier hopeful comments that the new providers were "more attuned to help[ing] rural Arizona areas." This lack of movement possibly suggests that no bids are in the range the town is willing to spend, or it could be that CenturyLink is actively blocking competitors from receiving additional federal funding, something it has done in the past. Bryan's move, however, is a smart one (if not a little self-interested -- he owns a hotel in town): put more eyeballs -- especially those of people who drive the town's economy -- on the problem.

Filed Under: arizona, broadband service, grand canyon, greg bryan, muni-broadband, tusayan
Companies: centurylink

Telcos Dodge Suit Claiming They Overcharged For Wiretaps, But At Least They'll Have To Pay Their Own Legal Costs

from the not-so-hard-justice dept

AT&T and Verizon's ultra-close relationship with government surveillance efforts have been profitable in innumerable ways. Obviously being a loyal patriot means you'll have a better chance of grabbing multi-billion dollar military and government communications contracts. Carriers also pass on most of the costs of outfitting their network for easier surveillance (like those live fiber splits AT&T whistleblower Mark Klein exposed) directly to you, the consumer. Lastly as we've discussed more than a few times whenever pricing sheets leak, they make a pretty penny on law enforcement wiretap requests. Maybe a bit too pretty.

Back in 2009, former New York Deputy Attorney General John Prather filed a lawsuit on behalf of the U.S. government, accusing Verizon, AT&T, Sprint and Qwest (now CenturyLink) of overcharging federal, state and city governments for services under CALEA. Prather, who helped lead the NY AG's Organized Crime Task Force from 2002 to 2008 as part of thirty years as a prosecutor, was intimately familiar with wiretap procedure and spent years in charge of invoices for wiretap provisioning. Prather claimed telcos had aggressively been price gouging law enforcement for some time, jacking up prices year over year without any sensible explanation why some wiretaps should cost in some cases $50,000 to $100,000 each.

Prather claims he filed a complaint with the FCC in 2004, who did nothing about it. Prather's lawsuit was dismissed a few months back (pdf) after the court claimed his insights were conjecture in that he didn't provide enough first hand evidence of fraud. That degree of proof was required because, according to telco lawyers, Prather technically couldn't file a whistle blower lawsuit under the False Claim Act and claim he himself was the "original source of the information" -- because he filed the original complaint while working for the government.

As a tiny win however, the court this week stated that phone company lawyers couldn't prove that Prather was filing the lawsuit simply to harass the phone companies, and as such they're be required to at least pay their own legal costs related to the case:

"Furthermore, the phone companies "fail to show that Relator's action was 'clearly vexatious' or 'brought primarily for purposes of harassment' as there is no evidence that relator pursued this litigation merely to annoy or embarrass defendants," the ruling states. "Conversely, Relator asserts that he brought this action 'in an attempt to bring to light the fraud of the telecommunications carriers, and to help insure that the Law Enforcement Agencies would not be hindered in their investigation of crime.'"

Understand that Verizon and AT&T have a long and proud history of taking all manner of subsidies, tax breaks or other incentives for services never delivered, and when they do deliver, over-charging like any good unaccountable government contractor. The combination of excellent lawyers, an apathetic government afraid of taking on larger companies and the fact that phone companies are simply damn good at it -- has historically allowed them to get away with pretty much whatever they've wanted. Actually requiring the phone companies to pay their own lawyers may not not sound like much, but when AT&T and Verizon lawyers are involved, it's dramatically more than you'll usually see in cases like this.

Filed Under: john prather, telco, whistleblowing, wiretap
Companies: at&t, centurylink, qwest, sprint, verizon

Microsoft Said To Give Zero Day Exploits To US Government Before It Patches Them

from the whoa dept

Bloomberg came out with quite a bombshell last night, discussing how lots of tech companies apparently work with the NSA and other government agencies, not to pass data on users over to the government, but to share exploit information, sometimes before it's public or patched -- in some cases so it can be useful for the US government to use proactively. Last month, we had written about how the feds were certainly collecting hacks and vulnerabilities for offensive purposes, but it wasn't clear at the time that some of these exploits were coming directly from the companies themselves.

The report names one major participant: Microsoft:

Microsoft Corp. (MSFT), the world’s largest software company, provides intelligence agencies with information about bugs in its popular software before it publicly releases a fix, according to two people familiar with the process. That information can be used to protect government computers and to access the computers of terrorists or military foes.

Redmond, Washington-based Microsoft (MSFT) and other software or Internet security companies have been aware that this type of early alert allowed the U.S. to exploit vulnerabilities in software sold to foreign governments, according to two U.S. officials. Microsoft doesn’t ask and can’t be told how the government uses such tip-offs, said the officials, who asked not to be identified because the matter is confidential.

That's fairly incredible. You'd expect Microsoft and other tech companies to be focused on fixing the bugs first, not letting the NSA exploit the vulnerabilities on foreign computers.

The same report, once again, implicates the big telcos for their cushy relationship with the intelligence community -- in which the telcos willingly and voluntarily hand over massive amounts of user data. There's no oversight here, because the telcos apparently have no problem dismantling the privacy of their users.

Some U.S. telecommunications companies willingly provide intelligence agencies with access to facilities and data offshore that would require a judge’s order if it were done in the U.S., one of the four people said.

In these cases, no oversight is necessary under the Foreign Intelligence Surveillance Act, and companies are providing the information voluntarily.

The article later notes that the big telcos -- AT&T, Verizon, Sprint, Level3 and CenturyLink -- have all agreed to participate in a program called Einstein 3, which analyzes metadata on emails, but that all of the companies asked for and received assurances that participating wouldn't make them liable for violating wiretapping laws.

Before they agreed to install the system on their networks, some of the five major Internet companies -- AT&T Inc. (T), Verizon Communications Inc (VZ)., Sprint Nextel Corp. (S), Level 3 Communications Inc (LVLT). and CenturyLink Inc (CTL). -- asked for guarantees that they wouldn’t be held liable under U.S. wiretap laws. Those companies that asked received a letter signed by the U.S. attorney general indicating such exposure didn’t meet the legal definition of a wiretap and granting them immunity from civil lawsuits, the person said.

Suddenly the "blanket immunity" clauses in CISPA make a lot of sense. The whole point of CISPA, it appears, is to further protect these companies when this kind of information comes out.

Filed Under: cyberattacks, cybersecurity, nsa, offensive cyberattacks, security, sharing, us government, zero day exploits
Companies: at&t, centurylink, level3, microsoft, sprint, verizon

CenturyLink Won't Provide DSL, Wants To Block Competitor From Getting Fed Funds To Offer Wireless

from the if-we-won't,-no-one-can... dept

It's no secret that many ISPs prefer to have a monopoly. We've seen it over and over again in efforts to block competitors from getting into the space, while at the same time they lobby the government for more rights of way and other benefits. The latest example is CenturyLink (a combination of CenturyTel and Embarq) in North Carolina. The company has made it clear that it won't provide DSL to certain "low density" areas. And if that's what it wants to do, fine. But, it shouldn't then try to block those who do want to offer broadband, such as Electronic Solutions Inc., which Broadband Reports notes has applied for federal broadband stimulus funds to offer wireless broadband services in those areas. Yet, CenturyLink has filed a complaint with the government saying that because it offers broadband in "some or all" (see what it did there?) of the areas ESI wants to provide service in, CenturyLink is suggesting that the feds shouldn't give ESI the money it's asking for.

Now, this is a case where accurate data on broadband penetration might be helpful, but when Connected Nation keeps winning contracts to provide such maps -- and Connected Nation is set up by the same broadband incumbents who don't want competition, guess how accurate those maps will be?

Filed Under: broadband stimulus, competition, monopoly
Companies: centurylink, esi