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....

On June 18th, PCMag came out with its list of “The Fastest ISPs of 2018.” The analysis looks at ISP performance in several different ways and provides a range of different side-by-side comparisons. The results prove that publicly owned infrastructure has in important role in bringing high-quality Internet access to Americans.

The Dakotas' Co-ops Rock

When taking a wide angle lens view of the fastest U.S. states results, we noticed that two of the top four states with the fastest ISPs were North Dakota and South Dakota. Rural cooperatives in these two states have excelled at deploying high-quality Internet access via fiber optic infrastructure. As a result, North Dakota and South Dakota have some of the most complete coverage of Fiber-to-the-Home (FTTH) Internet access and gigabit FTTH in the country. Notice all the coverage on our cooperative map:

Check out a larger map here.

Like rural electrification in the 1930s, cooperatives are taking on the task of bringing high-speed Internet service to members in rural areas. They live and work in the areas they serve. Big ISPs don’t consider sparsely populated areas suitable investment opportunities, so electric and telephone co-ops are repeating the approach of the 1930s, but this time with fiber networks. Dickey Rural Telephone Cooperative in North Dakota and Venture Communications Cooperative in South Dakota are only a few that have worked to get their members connected.

To learn more about how rural cooperatives have helped rural communities, including North Dakota and South Dakota, check out our policy brief, Cooperatives Fiberize Rural America: A Trusted Model for the Internet Era. We also had an interesting conversation during...

This is the transcript for Episode 257 of the Community Broadband Bits Podcast. Christopher Mitchell and Colman Keane discuss Chattanooga, Tennessee. The city's network has community support with a high number of subscribers. Listen to this episode here.

Colman Keane: When you look at Chattanooga, it was really the perfect time, and really a good place to launch this. When you're able to bring something like this to an engaged community, then you can get the benefits that Chattanooga sees.

Lisa Gonzalez: This is episode 257 of the Community Broadband Bits Podcast from the Institute for Local Self Reliance. I'm Lisa Gonzalez. Colman Keane is back on the show for an update on the situation in Chattanooga, Tennessee. In addition to surpassing expectations for subscribers, the municipal utility is doing very well financially. Electric rates have been kept in check for everyone in the EPB service area, regardless of whether or not they use the fiber to the home Internet service, and the infrastructure smart grid has kept expensive outages to a minimum. Colman and Christopher also talk about the Chattanooga community, and how it's culture has contributed to the success of the network, which has in turn provided multiple benefits.

First, we want to urge you to take a moment to help us out, by contributing at Muninetworks.org, or ILSR.org. Shows like this don't have commercial interruptions, and we like it that way. But they still cost money to produce. If you're already a donor, we want to thank you. Your contributions help spread the facts about municipal networks, so kudos to you for participating. Now, here's Christopher with Colman Keane from Chattanooga's EPB.

Christopher Mitchell: Welcome to another edition of the Community Broadband Bits Podcasts. I'm Chris Mitchell. Again, coming at you from Mountain Connect in Keystone, Colorado, a wonderful regional conference, one of the best in the nation. I'm here today with Colman Keane, the Director of Fiber Technology for EPB Chattanooga. Welcome back to the show.

Colman Keane: Thank you very much.

Christopher Mitchell: I just looked it up earlier. You were last on for episode 175, which...

In addition to studying how and where local communities examine the potential for publicly owned Internet networks, we’ve looked at rates over time in select areas of the country. We recently put together a comparison of historical rates for municipal networks in Tennessee. Our findings are consistent with what we’ve seen all over the country - publicly owned networks don't hesitate to raise speeds while keeping rates affordable. We've documented the data on our fact sheet: Municipal Networks: Speed Increases & Affordable Prices.

Not Like The Big Guys

National providers make it a habit to periodically raise rates and over time those increases add up. They’ve done it so often, subscribers have come to expect it on a regular basis. Price increases don’t usually include a speed increase. With no need to appease shareholders, officials in charge of publicly owned networks can set rates at a level that allow a network to be sustainable rather than rates that maximize profits.

Publicly owned networks have increased speeds for subscribers, often with little or no fanfare other than quietly alerting subscribers to their improved service. Places Chattanooga’s EPB, Morristown’s FiberNET, and BET in Bristol are in a much different habit than Comcast or AT&T - they increase speeds with no increase in price. Other Tennessee communities have increased speeds significantly with only slight price increases over years of service.

Speeds, Rates Then And Now

On our fact sheet, we include prices for the basic tiers now and when the network began offering services. We also compare the basic speeds when the network began serving the community and today. The results reflect how publicly owned networks focus on providing fast, affordable connectivity to subscribers rather than collecting profit from customers.

Some results may surprise you:

• Morristown has never increased prices for their standard speed offering. It’s always been a solid $34.95 each month. The speed has increased to 50 Mbps, an 8 fold increase!
• Bristol has operated a municipal network since 2008. The standard speed is 5X faster than when the city started building the network. (With no price increase.)
• Chattanooga has not raised their prices since...