Tag: "billing"

Posted August 31, 2018 by lgonzalez

Consumer Reports (CR) has once again gone straight to the source to collect opinions on subscribers’ experiences with their Internet access, telephone, and pay TV services. Unsurprisingly, a vast majority of respondents to their survey of 176,000 people expressed dissatisfaction with the large national providers. Once again, municipal network Chattanooga EPB Fiber walked away as the only Internet service provider to receive top marks for value, speed, and reliability.

This isn’t the first time the Tennessee publicly owned network appeared at or near the top of the list in a customer satisfaction survey. In addition to consistent high scores on CR surveys, EPB Fiber has also earned kudos from J. D. Power.

After Chattanooga EPB Fiber, Google Fiber was the only private sector ISP to garner a positive rating from subscribers. Google Fiber also obtained a favorable score for value.

Bigger is Better (Not!)

The most recent survey from CR also underscored what many Internet access, pay TV, and telephone subscribers keep expressing year after year — that they despise the big, corporate behemoth providers. When it comes to Internet access, smaller cable ISPs fared a little better, but only Armstrong Cable Company, serving communities in Pennsylvania, Ohio, and four other states, received an “overall satisfaction” rating.

RCN, Hawaiian Telecom, and Grande Communications also did better than the large ISPs, including Comcast, Spectrum, and Cox Communications.

Hiding Fees in the Bundles

According to a CR article on their survey and analysis of the results, approximately 75 percent of subscribers answering the survey needed to bundle TV, Internet access, and telephone to obtain what they thought was the best deal. Subscribers reported that, even though they had to continually haggle for acceptable pricing, they still felt overcharged.

One of the most prominent areas of complaint from subscribers who answered the survey, dealt with hidden fees, unexplained increased, and confusing bills....

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Posted February 7, 2018 by christopher

We are checking back in with Ernie Staten, Deputy Director of Public Service in Fairlawn, Ohio now that their muncipal Fiber-to-the-Home (FTTH) network - FairlawnGig - is built out and they are still building the citywide Wi-Fi network that will accompany it. We previously talked with Ernie when the network was being built two years ago in episode 201.

Fairlawn is located near Akron and a city without a municpal electric utility. Though they started expecting to work with a local partner ISP, they quickly decided it would be better to both own and operate the network. 

Though the network is quite young, it has already helped to boost property values and has attracted new businesses. FairlawnGig was also the primary reason one local business expanded in Fairlawn rather than moving to another location. In short, the network has provided a strong, positive impact almost immediately. 

This show is 24 minutes long and can be played on this page or via iTunes or the tool of your choice using this feed.

Read the transcript for this show here.

You can download this mp3 file directly from here. Listen to other episodes here or view all episodes in our index.

Thanks to Arne Huseby for the music. The song is Warm Duck Shuffle and is licensed under a Creative Commons Attribution (3.0) license.

Posted January 31, 2018 by christopher

It was just a year ago that we highlighted a nation-leading digital inclusion effort from Wilson's Greenlight municipal fiber network in North Carolina. That was their fourth time on the podcast, owing to the many ways Wilson has developed in ensuring its fiber network investment is benefiting the community. See also podcast episodes 171, 110, and 70

Will Aycock, General Manager of Greenlight Community Broadband, is back once again to discuss another new program they have developed - a new billing option that unlocks broadband access particularly among low-income households with low credit ratings. 

Greenlight has developed a pay-ahead option that allows households to pay ahead of connections so their lack of credit will not deter them from accessing the Internet service they may need for education, work, or other uses. It also allows households to more easily pay down past debts - an important approach in dealing with the financial reality of low-income households. We hope to see more municipal networks developing billing options like this to ensure everyone can have the connections they need.

Though we focus on that billing approach in our interview, don't miss the recent developments in Wilson's ongoing efforts to share the benefits of its network with its neighboring communities, many of whom do not have broadband access. 

This show is 15 minutes long and can be played on this page or via iTunes or the tool of your choice using this feed.

Read the transcript for this show here.

You can download this...

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