Adventures in Billing

Followup to last week's report on the Film Fest aka My Latest Comcastic Adventure: Looking at my statement, I found that Comcast credited me $36 for the incident. But I had expected a credit of $47.86, composed of two $20 credits for the two failures of technicians to arrive within the promised windows and then another $7.86 for the pro-rated outage. The billing department representative said there was no explanation for the $36 in the notes. (How many times have I heard this?)

I asked if she could correct the credit but the billing representative could not get her head around the issue. "The tech didn't come to your house because he called but no one answered, so no one was home, so it's your fault no one showed." It didn't matter to her that my phone service didn't work so there was no way that technician could've called me. Nor did it matter that I had made sure the original service request included that my phone service didn't work and I had specifically instructed the tech not to call before coming. "There is no explanation in the notes of that, sir."

After a half hour on the phone, she gave up trying to understand and just gave me another $40 credit. I asked her if she could remove the $36 credit (now an over-credit) and lower it to $7.86 but she said, sorry no, "I cannot remove the credit."

I also discovered that Comcast put me on a different plan. The new plan lowered my monthly internet fee from $57.95 to $33.00 for 12 months. But I found this out only when I saw my statement, whereupon I immediately called Comcast to find out the details of the plan that had a 57% cut in price. Would there be a corresponding cut in speed? At first, the Comcast rep insisted my bill was wrong and there was no such plan was available. However, after some research, he came back on the phone and sheepishly admitted that, yes indeed, my plan existed and what's more, it had a higher speed than I was getting before at $57.95.

So was I overpaying before, I asked. Without directly answering my question, he explained that the $33 plan is usually only provided by the marketing department or the retention department.

Retention

I've been through this before. The retention department, like other parts of Comcast, appears to be unreliable. They get involved when you call to cancel your service. Sometimes Comcast will ask why you're cancelling. Sometimes they won't. If they do ask, presumably the answer is that you're switching to Verizon for faster, cheaper, and more reliable service.

But, cheapskate that I am, I have stuck with Comcast due to their willingness to compete with Verizon purely on the basis of the price. I would really appreciate competition on speed and reliability too but I guess that's too much to ask for. And, clearly in my case, reliability - or lack thereof - doesn't seem to be a showstopper. I must enjoy being mistreated or having an unreliable connection. Why else would I stay? Laziness? Masochism?

In contrast, my neighbors have switched to Verizon. My community surveyed everyone last year and again this year - everyone who responded asserted they had switched. If there are any Comcast subscribers left in the neighborhood besides me, I'm not aware of them.

One neighbor did complain about problems with Verizon's billing, a problem I have seen with regularity at broadbandreports.com. But Comcast's billing department has a history of problems too and, if my experience is any indicator, it appears as if nothing has changed.

One more thing that hasn't changed: The telephone pole in front of my house still has that malignant splitter in my connection, more than a month after Comcast promised it would be removed.

Comcast Film Fest

The Comcast Film Fest started this weekend and runs through August 24, 2008. I am not going this year although I have in the past. It's quite enjoyable as long as too many people don't show up. Otherwise it can be a mob scene. (Avoid Friday and Saturday!)

I also wouldn't recommend going to a movie at the Fest unless you've seen that particular movie before. The sound is just a bit too iffy. But the atmosphere is nice. Seeing a movie under the stars with family and friends is quite pleasant.

The festival is also a benefit for the NIH - a worthy cause. But why should Comcast donate a portion of their customer's payments to charity? Wouldn't it make more sense to just lower the rates - and let their customers decide for themselves, to whom and how much to donate? By Comcast making the decision to donate, customers not only lose the decision-making power but customers lose the credit as well. That's just wrong.

Personally, I want to donate a portion of my income; but here Comcast is using my hard-earned money to send two messages: 1) they don't need the money and 2) they care. I don't believe either is true. Don't get me wrong - I believe the employees themselves care; but the company? It's a business answerable to shareholders. And like the customers, the shareholders themselves are perfectly capable of donating themselves.

As for whether Comcast needs the money they are donating, that's a more difficult question. But the impression I get is that they might benefit by spending more money in hopes of improving their service. After all, Comcast continues to have one of the worst reputations in the industry.

As if to drive the point home, my service went out recently. It began on a Thursday. The Comcast representative asked if I could be home on Sunday from 2-5pm. "Yes, but I'm pretty sure I need an outdoor technician, not an indoor tech. Can you please send someone who can climb the pole?"

"No, we need to send an indoor tech first. If he determines an outdoor tech is needed, we'll schedule one at that time." I explained in detail why I felt it was likely outside but the rep insisted I be scheduled for an indoor tech and that I had to be home.

Sunday 2-5pm - You can probably already guess - the technician didn't show.

At 5:05pm, I called Comcast. The message I heard was (paraphrase) "We're sorry but the office is closed. Please call back during business hours." Turns out their business hours end at 5! Grrr.

At that point, I called Comcast's national support number. (It's not advertised for local use but I use it as a backup for situations like this.) The rep who answered put me on hold while he checked why no one showed. Finally, I heard: "Dispatch cannot get a hold of him. He's probably running late; just wait another hour." I waited two more hours and then called again. "He was there - twice - and found no one home." The tech obviously never visited my house - I had my car in the driveway and garage doors wide open the entire time. The Comcast representative on the phone with me said "I don't believe him either."

So he rescheduled me for two days later. He also recommended I call Monday and said that Comcast holds back a few appointments for emergencies or gets same-day appointments as people cancel. I called on Monday - no appointments.

I asked if I could pick up a replacement modem just to confirm that it wasn't a modem issue. So on my way home from work, I stopped by the local office and swapped modems. I asked if the new modem has been tested. "Yes." Do I have to call you once I plug it in? "Sir, it will work. Just take it home and plug it in."

Plugged in directly to where the line entered my house, the new modem didn't work, confirming to myself that it was an outside problem.

On Tuesday, I waited during my 11-2pm time slot. At 1pm, I decided I'd better make sure the tech was coming and so I called Comcast. "We can't reach the technician but I'm sure he'll show." I explained that he didn't show the last time so I'd like some confirmation. I didn't get it.

Tuesday 2:00pm - At the end of the time slot, I called Comcast. "We cannot reach the technician - just give him another hour and a half." Huh? The rep gave me her extension so I could call her back directly if necessary and then assured me she'll be on duty until 6pm.

Tuesday 3:30pm - The tech still hadn't shown but I saw the modem go online. No connectivity however. I called up and asked 1) where the tech was and 2) if the modem was in the walled garden. It took her 10 minutes to confirm the walled garden. In other words, Comcast gave me a modem that their own service didn't recognize. Back from listening to Comcast's once-jazzy but now-disturbing hold music yet again, I heard her say "Let me put you on hold again while I fix it." After 20 minutes, I gave up waiting and hung up.

Tuesday 5:00pm - The modem still wasn't working. The technician still hadn't shown. Three hours had passed since the time slot ended. Using the number given to me by the previous rep, I called her back. Got her voice mail.

At this point, I called the regular local support line and spoke to yet another rep. He assured me he'd look into the problem and call me back. While we were speaking I suddenly saw connectivity. I must have been out of my mind at this point because I suggested canceling the appointment for the tech. I should have realized there was still a problem but I suppose I was thinking out loud why I should continue waiting for a tech who would never show. The rep cancelled the appointment.

Tuesday 6:43pm - The modem went offline. So I called Comcast again. While on the phone, the technician arrived. I told him I was amazed he showed up given that the appointment was cancelled. He said no one told him it was cancelled. (There's clearly a serious communication problem between techs in the field and their dispatcher.)

Turns out that he was a contractor so it was critically important that he not be told. According to him, he wouldn't get paid if he was informed the appointment was cancelled.

I asked him why he was so late - almost 5 hours past the window! He said that Comcast overschedules him - all the time. I could see why. He spent about an hour checking the connections and signal levels inside and outside the house. Finally, he narrowed it down to an outside problem. Someone had added a splitter 5' up the pole. Not only was that the problem but it was amateurishly done. He said he'd phone it in and someone would come out within 24 hours and give me a direct connection. He put on new connectors and, using electrical tape, rewrapped the splitter little better than the way he found it and left.



It's now been three weeks since my 6-day outage and the splitter is still hanging on the pole just the way he left it. I figure it won't be long before my connection goes out again. But if it does, I guess I can go watch movies for free at the Comcast Film Fest.

Rockville Gets FIOS TV

The City of Rockville has agreed to adopt the Verizon cable franchise held by Montgomery County. This means that Rockville inhabitants will be able to get TV service as well as internet and phone service. Briana Gowing, Verizon VP of External Affairs said that Verizon hopes "to begin construction in mid to late September, possibly selling FiOS bundles in limited areas before the end of the year." Verizon's full press release covers more detail about the new service.

I imagine that Verizon will push service into Rockville very quickly. Verizon says that roughly 23,000 households will be eligible. The downside is that residents in other parts of MC may have to wait even longer to get FIOS. Here is Verizon's list of roads where they're working during August 2008.

Rockville residents will soon enjoy the same thing that I enjoy - namely, advertisements many times a month for Verizon service bundles. As a reminder, service bundles (TV, internet, and phone) sound attractive. However, I feel obliged to remind you that bundles have their downsides. Here's a discussion from dslreports as well as an earlier analysis that I made specifically about Comcast's bundles.

To be fair, there are people for whom bundles make sense. I just don't think any of them would be reading my blog.

Rockville Goes FiOS

It appears that the Rockville Council will put an agreement to bed with Verizon, allowing FiOS service to provided to residents of the City of Rockville. The Council is set to approve the agreement this Monday, June 9, 2008. If you're interested in attending, the meeting is at 7pm, although the Verizon items are slated for 8:35pm.

Reading between the lines of the documentation that Rockville has made available, it appears that Rockville backed down on their demands for Verizon to pay Rockville's standard utility permit fees. It looks like Rockville has saved face by outsourcing much of their work, thereby cutting down on their own bills. At the same time, Verizon got a much better deal that it originally faced; however, it is taking a certain gamble that Rockville's new contractors are more efficient and won't leave Verizon with problems. We'll know in a year or so if this made sense.

The documentation is quite vague about when service can be expected. Rockville residents might see service as early as this year. And some will receive service no earlier than next year. King Farm is specifically mentioned because it is served out of Verizon's Gaithersburg central office and Verizon does not even expect approval from Gaithersburg before next year.

The Candidates Speak

Previously, I mentioned that I would ask each candidate for Mayor or Council of Rockville to provide a statement responding to the question:

Please address why the city has been unable to come to terms with Verizon for FIOS internet and TV service and how your approach would differ.

I am pleased to provide their responses here. Feel free to comment on them. (No mudslinging please!) I also encourage you to visit their websites so you can learn more about them. You may also want to contact the candidates individually for more information. I have provided the websites and email for each candidate below.

I present them in the order that I received them, grouped by mayor and council. Do not stop reading after the first few! They're all worth studying closely.

Some of the statements are a bit casual while others are more formal but in the end I felt that nicely reflected more of each candidate. But for that reason, I feel obliged to show exactly what I sent to each candidate originally.

I write a blog (The Libes Libation) that covers cable and telecommunication issues in Montgomery County and is read by many Rockville voters. I would appreciate if you could provide me with a statement explaining why the city has been unable to come to terms with Verizon for FIOS internet and TV service and whether you believe Rockville's position is correct or how your approach would differ.

I will post your statement on my website along with those of all the other candidates. Please be as detailed as possible. Simply saying "I intend to bring everyone to the table so that we can engage in open and productive negotations" is not compelling. Indeed, there is no easy answer but you should at least be able to explain how you come down on the issues mentioned in this recent statement by the Mayor:

Hopefully, if Verizon were to work with us in good faith, we could bring these matters to a close very soon.

There have been numerous instances across the country of damage done by phone companies (in some instance, Verizon) when laying their new fiber. We also think it would be appropriate for Verizon to pay fees to the city government commensurate with the city government's additional cost of inspecting their work to make sure everything is done properly.

An additional concern that we continue to have, which you need to be aware of, is that Verizon refuses to agree to have all Rockville homes wired within even five years. Even if the city government were to bring these matters to a close with Verizon tomorrow, you could potentially end up waiting another five years or more for Verizon to bring their FIOS service to your street.

We have asked Verizon to agree to have all Rockville homes wired within two to three years, but they have thus far refused to agree to this. We also wanted to make sure that they do not purposefully first wire more affluent neighborhoods, and leave the least affluent for last. Verizon has thus far refused to address this potential concern as well.

Larry

You may also find it useful to browse my blog. Here is the address:
http://www.libes.com/don/blog

I would appreciate a response by November 1. Feel free to email or call if you have any questions.

Thanks
Don Libes

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So that was the email that each candidate received. Here are their responses.

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Candidates for Rockville City Mayor

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Mark Pierzchala, Candidate for Rockville City Mayor
Email: votepierzchala@cs.com
Web: www.votepierzchala.org

Don,

Here is my answer taken directly from my website.

The FiOS technology is superb and would offer numerous benefits to residents for phone, television, and Internet access. However, Verizon has a mixed record of installation elsewhere in Montgomery County including cutting cables and damaging property. In addition, Verizon will not commit to a 2-year schedule for installation everywhere in Rockville (as requested by Mayor and Council), including for example, communities such as King Farm not getting the service for several years. Finally, it appears that Verizon wants a substantial discount on Right Of Way fees published by Rockville in 2003.

I think Mayor and Council are correct to insist on standards for correct installation and to insist on payment of reasonable fees. The City will have numerous costs associated with the installation of the fiber cable including inspection and putting the grid on its GIS system (for maps). These City costs should be covered, otherwise it is a subsidy to a private company. I would not insist on the 2-year installation timeframe; there can be some accommodation here. Mayor and Council recently said that they're waiting for Verizon to come back to Rockville to start talking again. If elected Mayor, I would initiate the discussions and try to come to a reasonable deal.

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Drew Powell, Candidate for Rockville City Mayor
Email: drew@votepowell.org
Web: www.votepowell.org

Dear Don,

Thank you for contacting me on this important issue.

As the only mayoral candidate in the telecommunications field, I feel strongly about this issue. It is imperative that Rockville move forward on this initiative with a great sense of urgency.

In the very near future millions homes and businesses throughout the country and the globe will be directly connected to the world’s telecommunications infrastructure (Internet, phone, television, etc.) via high speed fiber optics. Rockville must be a participant in this global telecommunications Renaissance for the following reasons:

Rockville is truly an international city as it is a part of the Greater Metropolitan Washington, D.C. area. More than one third of all Rockville residents were born outside the U.S. and many more have international ties. How can Rockville expect to compete on the world market without the infrastructure necessary to do the job? How can we truly be a “world class” city attempting to “make do” with past centuries’ copper connectivity?

Additionally, as gridlock increases on our roads, telecommuting becomes evermore important as a major component in ameliorating our traffic nightmares. The possibility that many office workers, consultants and entrepreneurs can stay off the roads in home offices is essential if we’re to get a handle on traffic and our environment. Keeping people connected and out of their cars can make a big dent in Rockville’s carbon footprint. With its extreme bandwidth capabilities, fiber optics is the one technology that will allow more telecommuting solutions than any copper-based scheme. Office workers would be able to virtually attend meetings anywhere in the world (real-time teleconferencing) and conduct business via network-based applications, while their families enjoy HD television, ultra-clear telephone conversations and high speed Internet. Eliminating commutes and keeping families together will greatly increase Rockville residents’ quality of life.

Lastly, the U.S.A. was built on competition. Arbitrarily preventing competition has never been good for Wall Street, Main Street or your street. Artificially maintaining the status quo of the cable company’s monopoly for high speed access is not in Rockville’s collective and long term interests. Offering citizens high speed telecommunications options will inherently bring down prices and make even better technology solutions available in the future.

It has been stated by my opponent that the current fiber optic provider (Verizon) has been unwilling to work with the City in the deployment of fiber optic solutions. I find this troubling in that most surrounding jurisdictions have had no such problems. As long as Verizon or any telecommunications provider can do its part in putting things back the way they were prior to the installation of fiber, we can move forward with little or no impact to Rockville’s commuters or taxpayers.

There were many more obstacles in building Rockville’s new Town Center than there are in securing a win-win arrangement for the installation of citywide fiber optics. It takes only the will to get the job done.

As Rockville’s Mayor, I will get the job done.

Very sincerely,
Drew Powell

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Susan Hoffmann, Candidate for Rockville City Mayor
Email: susan@susanhoffmann.com
Web: www.susanhoffmann.com

Dear Mr. Libes,

I am on record both in City Council meetings and during our candidate forums to be in strong support of competition for Comcast or any of the cable service providers that may come to Rockville. Regarding Verizon specifically, the City has made every attempt to work with Verizon to be a FIOS provider, as long as they agree to abide by the City's requirements as follows:

1. to pay the same cost for the right to provide fiber in Rockville that others [Comcast] have paid
2. to sign our right-of-way agreement so that they will return any roads, sidewalks or private lawns to the condition in which they were found prior to beginning the installation of fiber or cable
3. that they will provide service in a fair and timely way to all of the residents of Rockville, including King Farm, Fallsgrove and our condominiums and apartments

Verizon does not have the best record when it comes to their standards of work during and after cable installation. The work done in the County was often left uncovered at the end of the day, causing driving hazards and significant access difficulties for residents. Verizon has asked for a reduction of the per foot rate as compared to what Comcast paid. They have yet to provide a justification for this request. They won't have fiber to all of Rockville for at least five to seven years. And finally, they refuse to return to the table to continue the dialogue. This impasse has lasted for over a year.

Two weeks ago, I saw the Verizon government relations representative at the Rockville Chamber of Commerce candidate forum. I asked her if I could count on her to meet with the City after the election. She agreed that she would. I am counting on her to keep her word and get the process moving again. I cannot over-emphasize how strongly I feel about the value of competition on the cost we are charged by Comcast for cable. I hope Verizon will be part of the solution.
Best, Susan Hoffmann

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Candidates for Rockville City Council

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Brigitta Mullican, Candidate for Rockville City Council
Mail: m4council@verizon.net
Web: www.mullican4council.com

If elected to the Rockville City Council, I will want to get the complete details on why the deal with Verizon is not able to move forward. We should not keep Rockville residents as well as surrounding areas from benefiting from competition like Verizon.

If Rockville creates an unfair situation, it might be better for Montgomery County to negotiate for the entire Rockville area. I am concerned that the all the members of the Rockville Mayor and Council have not been provided the complete details on this request. As a Rockville council member, I will demand accurate information be provided to all council members.

I am a strong proponent of competition and want to know why the same deal is not provided to Verizon that was given Comcast. I will listen to all sides of this issue and expect the entire Rockville City Council to have a vote in this decision, but not before all accurate information is provided.

Thank you for asking for my view on the fiber-optic system being available to Rockville.

Brigitta Mullican

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Phyllis Marcuccio, Candidate for Rockville City Council
Mail: marcu@erols.com
Web: www.phyllism.org

Dear Mr. Libes,

Please see below the status of the City's issues with the Verizon wireless proposal. I asked our City Manager to give me the current disposition of our negotiating. You can see by the text that follows, we are trying to come to an agreement. I delayed responding to you until I had the facts. Thank you for your patience.

Sincerely,
Phyllis Marcuccio


Phyllis,
Please see below in response to your call of earlier today. I sent this to Brad Roarke's blog.
Hope this helps.
-Scott

Scott Ullery, City Manager
City of Rockville
111 Maryland Avenue
Rockville, MD 20850-2364
240-314-8102
FAX: 240-314-8130
----- Forwarded by Scott Ullery/RKV on 10/29/2007 01:18 PM -----

Scott Ullery/RKV
10/29/2007 01:20 PM

To: rockvillecentral-owner@googlegroups.com
Subject: Re: [Rockville Central] Fee, FIOS, Foe, Fum

The City of Rockville is eager for competitive cable and Internet services to be available to its residents. We continue to negotiate with Verizon on an agreement that would allow the company to install and keep its new fiber optic cables in City streets, sidewalks and other rights-of-way. Among other things, this agreement simply requires the company to obtain necessary and routine permits to undertake construction and conduct its business using City streets, sidewalks and other rights-of-way. The permit process is essential to ensuring the public's property and all community interests are protected. Without the City's oversight, construction projects in the City's rights of way would present a very high risk of seriously damaging City assets, other utility infrastructure, and even private property.

The Mayor and Council have directed that the fees associated with these permits cover the city's costs, so that taxpayers are not, in effect, subsidizing a for-profit commercial enterprise. The normal fees that the City charges for work in the rights-of-way are based on a cost study done by an outside financial firm. For a project of the size proposed by Verizon, there is a great demand placed on City government services among them, permit application review, engineering review, traffic plan review, traffic control, review and oversight of plans for repair and restoration of streets, sidewalks, and any utilities that may be damaged; and inspection of the work as it progresses and upon completion. Verizon has declined to pay these fees and has requested substantial reductions in them. The City has offered a number of alternatives that, we believe, would meet both Verizon's and the City's needs. We are continuing to work with Verizon on these alternatives and hope to make progress soon on these negotiations.

The City also wants Verizon to commit to a faster and more reasonable timetable for rolling out the FIOS service to all residents in the City. Based on Verizon's current schedule, it may take five years or more for service to be provided to King Farm, which is not acceptable.

Scott Ullery, City Manager
City of Rockville
111 Maryland Avenue
Rockville, MD 20850-2364
240-314-8102
FAX: 240-314-8130

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Anne Robbins, Candidate for Rockville City Council
Mail: anner41@hotmail.com
Web: www.re-electannerobbins.com

Thanks for the opportunity to comment. First, this is a matter that needs to be discussed and hopefully brought to a satisfactory conclusion by negotiations involving all members of the new Mayor and Council. I believe it would be counter productive for me, or any of the incumbants, to give detailed positions on the current areas of disagreement between the City and Verizon. There have been real and substanial differences between the City and Verizon and, in my judgment, the past atmosphere for reaching accords has not been very positive for a number of reasons. I believe we should make a concerted effort, as a new Council, to move ahead, in a more positive context, and I feel that is possible. I have heard from a number of my constituents who are supportive of Verizon and I want to give this an opportunity to succeed. Having said that, I can also say that I am a firm believer in the value of open competition for government contracts and arrangements with businesses and corporations, and, I am concerned about fairness and cost impacts on all residents.

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Piotr (Peter) Gajewski , Candidate for Rockville City Council
Mail: candidate@votegajewski.com
Web: www.votegajewski.com

Don,

Competition between service providers is the consumer’s strongest way of ensuring best service at the most competitive price. And so, I do believe that it behooves the City of Rockville to find a way for Verizon to compete with Comcast in Rockville.

I am not privy to the details of the present impasse between Rockville and Verizon but based on what has been reported, I do agree that the City should insist on a firm time frame for Verizon to wire the whole city. What that time frame should be (3 years? 5 years?) remains for me an open question. With respect to what neighborhoods should be wired when, I do not see this as a major issue, as long as there is agreement that all neighborhoods will be wired, and as long as the timeframe to accomplish this is reasonable.

Whether Verizon should pay the full cost of City inspectors is also an open question for me. It is in Verizon’s self interest to do the work in a satisfactory fashion. If it fails in this task (rips up other infrastructure, does not repair roads that it digs up, etc.) it could be subject to legal action. So, to what extent is shadowing Verizon, in order to inspect their work and then charge them for it, really necessary? Again, I am not privy to the details of the present impasse, so it is difficult for me to answer this, but I raise it as a concern.

I would be interested in learning more whether Verizon has a general problem of negotiating deals or whether Rockville is unique (or nearly unique) in their experience. It is a fact that Verizon has managed to enter into agreements with other jurisdictions, so is it possible that Rockville is just a particularly difficult partner? I notice that in recent weeks Rockville came to another negotiating impasse, this time with an artists who was asked to create a piece of art for our new Town Center. Is this just a coincidence, or is it possible that Rockville sometimes takes so principled a stance in negotiations that practical considerations are overshadowed (i.e. we can’t see the forest through the trees)?

If elected, I will want to explore the questions raised above as a road map for returning to the table with Verizon. While certainly no deal is better than a bad deal, in the long run, Rockville residents should not have to accept not having a full scope of services that Verizon can provide and is providing for many of our neighbors. By making Comcast compete with Verizon the services of both companies will be strengthened and Rockville residents will be the real winners.

Peter

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John Britton, Candidate for Rockville City Council
Mail: jbritton@schnader.com
Web: www.vote4john.org

Don:

First, I have to say that I DO intend to bring everyone to the table so that we can engage in open and productive negotiations! Having said that, I also submit two other oft-repeated and over-used generalities connected with this issue -- I do not like the monopolistic franchise regime (full disclosure here as I am a disgruntled customer of Comcast) and I would like to see FiOS available to me and everyone else in Rockville as soon as possible.

The discussions, and reasons for delay, are threefold:

1. Infrastructure damage and replacement -- the installation of fiber optic cables necessarily involves the tearing up of City streets, sidewalks and other rights-of-way. The cost of replacement and any other damage as a result of installation should be borne by Verizon. Indeed, I don't think this is an issue as this is the standard operating procedure for any utility's work. I would add that the City and Verizon coordinate such infrastructure work with other utilities as much as possible, so that the same street is not torn up and rebuilt several times in a short time, causing a prolonged disruption in the community. I have seen too many times where one utility performs its work to be followed by another utility in the same right-of-way, where the jurisdiction seemingly could have limited the disruption through permit coordination. This level of coordination may have an impact on the roll-out plan if there is other extensive utility work concurrent with the installation of the fiber optic system.

2. Fees -- I appreciate the City's need to charge a fee that recovers its costs related to the permitting and oversight of the installation of the system. I favor, however, the position that the FiOS system is both a private, for-profit endeavor and a community benefit. After all, we want our City to be a leader, on the cutting edge, in telecommunications. It is good for our City and its residents. Although I need to do more homework on the extent and scope of the fees at issue, I would be more flexible on fees and balance the costs between Verizon and the City on the principle that there are necessary public costs for such a community service. Perhaps this is the essence of the City Manager's recent statement that the City has offered a number of alternatives that may satisfy both Verizon and the City, alternatives that I understand will be discussed in negotiations that will kick in again after the election.

3. Roll-out -- With one condition, I believe leaving it to Verizon and the market for scheduling the roll-out is appropriate. The irony in this instance is that by delaying the implementation to get a better deal on timing for certain customers, we've prolonged significantly the implementation time for all customers. The one condition is to employ all reasonable means to ensure that the rollout is effected equally in affluent and less affluent areas of the City. In the existing politically charged environment concerning equality of services for certain areas of the City, it is prudent to attempt a balanced rollout.

John Britton

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Richard Gottfried, Candidate for Rockville City Council
Mail: richgott@erols.com
Web: www.gottfried4council.org

Dear Don,

Thank you for your interest in our opinions as candidates.

With regard to the FIOS issue in Rockville, following the explanations and counter-explanations as presented in the Mayor and Council sessions has been frustrating as complete information does not seem to be available.

Open competition for cable service is something that we need in Rockville, and as your next councilperson I would support engaging in dialogue with Verizon as to how we can bring Verizon service to Rockville. With our continuing focus on making Rockville a high tech, biotech nexus for Maryland businesses, it is imperative that we have the advanced infrastructure and competive service not only for entertainment purposes but to support information technology.

Some issues that will have to be resolved include access to condo and apartment buildings that are contractually obligated to Comcast and the issue of equal access throughout the City. It is troubling to me that alternate reports claim that Verizon FIOS has been installed in other areas of the County at a lesser cost. I don't know yet why that reported cost discrepancy exists.

I would like to bring all the interested parties to negotiation and find out what is the real situation with Verizon. So far, I have heard only one point of view expressed, that of the current Mayor and Council. I would like to hear from Verizon directly as to what is necessary to have a win-win for the citizens of Rockville.

Sincerely,
Richard A. Gottfried

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Theo Anderson, Candidate for Rockville City Council
Mail: theo@vote4anderson.com
Web: http://vote4anderson.com/

Don,

I thank you for taking the time to send in your question to me. I do apologize that I did not get back with you earlier, as after work and on the weekends my days and nights are consumed with putting out flyers, going door-to-door and meeting with the residents of Rockville and putting out signs and such. I'm running a grassroots campaign and simply don't have anyone else to do these things for me and don't have a contribution war chest to reach into to send out mailers and such.

While I won't portend to know all the details of the past Mayor and Council's dealing with FIOS, nor all the nuances surround the disagreements and both parties inability to reach an amicable decision that would have benefited the citizens of Rockville, such as myself, who is sick and tired of paying these inflated monthly bills to COMCAST, as a new council member I will definitely have a different strategy in dealing with FIOS.

I can clearly say, competition is good for the consumer and offers choice. Fiber will come to Rockville and WE will have options. I will work with my fellow Council members and the Mayor to bring ALL parties to the table and not let sidebar meetings and single opinions dominate such a serious and far reaching effect decision. I will call upon my mediation skills and coalition building talents to really vett out the issues so that we can get this process moving forward and so relief as soon as possible can be brought to the deserving citizens of Rockville.

I'm for open competition and choice and will be an honest broker for the citizens of Rockville. It's time for a change and I hope that the citizens will honor me with their confidence and trust that I will make that change for them and everyone that has a vested interest in this matter. Thank you for your great question. I encourage you and others who are interested in hearing more about me and my campaign platform issues to visit my web site at www.vote4anderson.com. I would be honored to have your vote on Nov 6, 2007.

Sincerely,
Theo Anderson

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Tracy Pakulniewicz-Chidiac, Candidate for Rockville City Council
Mail: electtracy@gmail.com
Web: http://www.tracyforcouncil.org/

Hi Don -

I'm glad you reached out to me to get my opinion on this - it's very important.

I have to say, I personally would love to have a choice in my cable provider and I think bringing Verizon into the City and giving residents choices would be invaluable. However, I would only support that if Verizon can provide assurances that they will not destroy our infrastructure and would compensate for damages and other costs having them install their infrastructure would put on the City. Taxpayers should not have to foot the bill for poor installation of FIOS.

But ultimately, choices are important and I would hope to be able to bring them to Rockville.

Thanks for your question.

Best,
Tracy

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Bob Dorsey, Candidate for Rockville City Council
Mail: bob@votedorsey.com
Web: bob dorsey rockville

No statement received.

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Eric (Kuohwa) Wang, Candidate for Rockville City Council
Mail: kuohwawang@yahoo.com
Web: None

No statement received.

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Rockville Debate

On Monday, October 22, 2007, I attended a debate among the candidates for mayor and council of Rockville, Maryland. I was curious if fresh blood might be the solution to breaking the logjam presently preventing Rockville citizens from getting Verizon FIOS internet and TV. Given the upcoming November 6 election, this may be an opportunity to effect change by voting.

Before going on, let me clarify that that when I say Rockville, I'm referring to the City of Rockville. It is only in the city limits that residents have been unable to get FIOS. (Outside Rockville, county residents are of course still at the mercy of Verizon's installation schedule but that's a separate issue.)

I don't avidly watch Rockville politics but I have attended council meetings on occasion so I'm familiar with how interesting (to put it politely) their behavior can be. A candidate debate seemed to promise an evening even more entertaining than professional wrestling - with an equal amount of simulated grappling.

Although it was called a debate, it was nothing close. Organized by the Rockville Chamber of Commerce and intended to focus on business interests, 14 candidates stood on stage, each starting with a two-minute position spiel. Questions were then doled out to each candidate round-robin. They had 90 seconds to answer their respective questions. This was repeated again with an additional round of questions. So although questions were solicited from the audience (and I submitted one about Verizon), there was no debate and no opportunity for followup or rebuttal.

My question: Please address why the city has been unable to come to terms with Verizon for FIOS internet and TV service and how your approach would differ.

Although only two candidates got the question on-air, I did also speak to several other candidates afterward and put the question to them as well. All in all, I was disappointed by the responses - only one candidate expressed any grasp of the details of the issue - and even his grasp was tenuous, seemingly accepting of a large portion of the current position held by Larry Giammo, Mayor of Rockville. The best that could be said was that the candidates understood that it was a valid issue.

What I'd like to do at this point is contact all the candidates, give them time to look into the issue and provide their position. We'll then be able to compare them.

For candidates who would like a little background, it will be helpful to read what I wrote earlier about the fee situation.

Besides fees, the other big issue appears to be the provisioning schedule. I have never addressed the schedule before but I understand that the Mayor is still insisting on 100% coverage in 3 years. To be blunt, Rockville is simply wrong to demand this. By comparison, the MC franchise provides staged service areas which factor in density and other issues. That seems much more reasonable.

If Verizon was being granted monopoly status, I would make a different argument but since Verizon is entering the field as a competitor and since Rockville has done little but postured for coming on two years now, Rockville has little basis for its schedule demands. Frankly, if Verizon stuck Rockville at the end of their current schedule, it would be justified. But it's worth looking at Verizon's county-wide schedule that was created during the county-wide negotiation. Notice that Rockville falls in what's termed the Middle Service Area.

According to the MC franchise, the middle service area is provisioned as follows:

3.1.2. Middle Service Area: In the Middle Service Area, the Franchisee shall offer Cable Service to significant numbers of Subscribers in residential areas within three (3) years of the Effective Date of this Franchise, to at least fifty percent (50%) of the residential areas within the Middle Service Area within four (4) years of the Effective Date of this Franchise, and to all residences within the Middle Service Area at which such service is requested within five (5) years ofthe Effective Date of this Franchise, except as specified in Section 3.2. If Franchisee is unable to reach agreement with the City of Rockville to obtain construction permits for the FTTP network under reasonable terms and conditions, as determined by Franchisee, by December 31, 2007, these timeframes shall not apply to Franchisee's provision of Cable Service to residences served by Franchisee's Rockville and Montrose wire centers. Instead, Franchisee shall offer Cable Service to all residences served by the Rockville and Montrose wire centers at which such service is requested within four (4) years of obtaining construction permits for the FTTP network from the City of Rockville, except as specified in Section 3.2.

The referenced section 3.2 deals with density requirements and related issues as I mentioned earlier.

Go ahead and attach a comment to the blog (or email me) if I've overlooked any related issues that the candidates should also address. At the end of the week, I'll contact each candidate for a response.

Hammer This

Please stop sending me links to the hammer lady! Yes, I know about it. I was even tempted to write about it. But I think there's little to add that hasn't been said already. 450 people posted comments to the Washington Post article about it! How much more is there to say?

For those of you that still haven't heard the story, Mona Shaw, 75, of Manassas VA, a kindly grandmother type right out of central casting, was so mistreated by Comcast - starting with a missed appointment, a botched install, a total loss of service, and finally ending with abuse-in-person at the local Comcast office - that she reached her breaking point and proceeded to go home and return with a hammer to dispense justice, outraged-grandmother style.

Here's a link to the full article by Neely Tucker, Washington Post Staff Writer.

The reporter bent over backward to give equal time to Comcast. In the article, Beth Bacha, a Comcast VP, noted that Comcast has more than 25 million customers, "the overwhelming majority of which are very satistified with their service."

I'd love to see the evidence of that. Their customer base is not that evidence given that many Comcast subscribers live in non-competitive areas. And for customers fortunate enough to live in a competitive area, Comcast may be having a very tough time - especially if my own experience is any guide.

Recently a member of my own community posted a note to our neighborhood mail list. She described how she had been experiencing Comcast outages for two weeks and wanted to know whether other neighbors had been experiencing similar problems.

Ten people replied. (I didn't participate in the discussion - I just watched.) Nine said they had switched to Verizon FIOS and doing so was very easy. Repeatedly, people said FIOS TV and Internet were rock solid using terms like "great", "never a problem", "couldn't be happier" and, from one person, "Switch to FIOS now! Run, run from Comcast."

Oh, the tenth person? He said he was fed up with Comcast and was about to switch. Bottom line: Not one person defended Comcast or admitted to remaining a Comcast customer.

This is remarkable - not just because Comcast has had the market to themselves for so long but because they've had years to work out problems in their operations. And from the statements I hear around the neighborhood and in newspaper articles like the hammer lady, Comcast has done so badly that people are desperate to try anyone else - even at a higher price.

Needless to say, Verizon is finding fertile ground here and, for some people, offering cheaper bottom line prices with faster service to boot. It's hard to see a rosy future for Comcast right now. Or any future.

It all depends on Verizon. While Verizon has already screwed up in the past (poorly trained subcontractors, for example), people appear willing to accept mistakes if they're corrected and if the end result is better.

Verizon has a golden opportunity - a market that already exists and is hungering for an alternative. Why Verizon even bothers to spend money on advertising is beyond me. All Verizon needs to do is have neighbors do its advertising for it. That's certainly what's happening where I live. (PS: Verizon, stop sending me brochures for FIOS!)

As for Comcast, they need to get the message. They've spent a ton of money upgrading their system and making it more robust. But it still doesn't appear to be as robust as Verizon's. And Comcast needs to do something about how they interact with their customers. Donating money to public events and charities isn't what makes customers happy. (Hey, they're great at something, right?)

I hate to write Comcast off entirely. If we've learned anything, we've learned that we need competition in the marketplace. We need both Comcast and Verizon to prosper. Are you listening Comcast?