Comcast’s Internet Essentials and Lousy Customer Service Brought Them Down, Too

comcast-sucks-2Austin       The failure of Comcast’s monopoly-merger mania would almost be Biblical in the “pride cometh before a fall” sense if it were not so predictable, and if, we, and thankfully a whole lot of other people in a whole lot of other places, had not repeatedly tried to tell them so and warn them repeatedly.  But, it’s really not Biblical, it’s more a P.T. Barnum problem of their thinking that because they could fool the people once, they could fool them all the time.

And, speaking of pride, I swelled up a bit reading the lead paragraphs in the New York Times analyzing their mega-fail and starting with the fake digital divide effort Comcast pretended to make on their so-called “internet essentials” program where the FCC had ordered that they provide a low-cost access to lower income families in order to gobble up NBC/Universal, and as we have frequently outlined they spend more on wining and dining local politicians and making so-called contributions to groups they wanted to have stand up for them before the FCC than they ever spent on actually doing the outreach or following through on the program.  Though they claim that only paid a fine on one condition of the order, they gloss over the fact that they had to pay $750,000 and add a year for their huge failure and fake effort on helping to bridge the digital divide.

This Comcast scam is too egregious and finally its comeuppance is too delicious not to quote in full:

“Critics, however, call Internet Essentials, a public relations stunt that failed to deliver on its promise, with restrictive qualifications, limited reach and poor service.  Comcast committed to making the program available to 2.5 million low-income households.  The company announced in March that the program had connected 450,000 families – or about 17 percent of eligible households….’Regulators were sold a bill of goods,’ said John Bergmayer…at Public Knowledge, a consumer advocacy group that has criticized the effectiveness of Internet Essentials…’I’d be curious whether they spent more time marketing in D.C. to policy makers than to people who qualify for the program.’”

That’s not a curiosity, that’s a statement of fact, and not just in DC but in any city hall and governmental jurisdiction where they operated.

In the same piece the report says, “Comcast officials say that the population is difficult to reach and that getting people to sign up for the service has been harder than they thought.”  Balderdash!  We told David Cohen, the chief flak, repeatedly and to his face that handing out leaflets to beleaguered school teachers was NOT an outreach program.  WE told him to his face, in writing, and repeatedly up and down the Comcast chain in Congressmen’s offices and with his governmental relations folks that the program was too complex, there was no follow through, you couldn’t sign up, they tried to upsell people, the computers didn’t work, etc, etc, and they accused us of “shaking them down.”  Look who is busted now.

Turns out now that the deal has collapse, that they also couldn’t get over the fact as well that their customers, many of whom are also voters, don’t like high priced, crummy cable and internet coupled with rude and non-existent customer service.  Really?  Is that a surprise to anyone but Comcast?  And, did Brian Roberts, the Comcast chief, really think promising the FCC’s Tom Wheeler that they would deliver “first in class service” had any credibility whatsoever.  Justice was sure there were antitrust problems and the FCC was sure not only that the deal was not in the public interest, but also that there was no way that they could hold Comcast accountable.  Comcast proved that to them on NBC Universal.

It’s not over.

They may call Philadelphia their corporate headquarters and they may be waving around the fact they are building a second high rise, but they are now facing a franchise renewal hearing.  What goes around, comes around and our campaign partner, Action United in Pennsylvania will undoubtedly be at the hearing to remind Comcast how lame their internet essentials program has been, how terrible their service is, and what they demand Comcast is going to have to do to get right with the people in the City of Brotherly Love, as opposed to Wall Street and Washington.

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Comcast Tactics Increasingly Transparent

comcast_logo_detailNew Orleans    We’ve said it before, and we’ll keep saying it again, but Comcast’s strategy to win approval of its monopoly in cable with a merger with Times-Warner has become increasingly obvious as one that builds support almost strictly on a “pay to play” basis under its architect, chief lobbyist and bullyboy, David Cohen. Tactically, it has muscled up support for its merger through its donations program almost exclusively. Even the New York Times has finally followed the crumbs back to the source.

Cohen of course denies everything as always.

None of us will forget just a couple of years ago that when our partner, Action United in Pennsylvania carried all of our grievances in Pennsylvania, Texas, Louisiana, and Arkansas with their fake, public relations $9.99 internet access program, despite the FCC requirement that they do the work to justify the merger with Universal the kind of performance Cohen put on. The suggestion that their outreach program, which consisted solely of leaning on schools to pass out brochures and their lobbyists wining and dining local politicians about their generosity, was woefully inadequate and they needed actual help in hitting the doors and doing real outreach, was greeted rudely by Cohen accusing us of asking for a bribe or something. Whoa there, cowboy! The FCC of course agreed with us and forced the company to pay a $750,000 fine, which Cohen probably also thought was a bribe as well, just of them rather than us, and continue their program for additional years. One of the gratuitous offers Comcast and Cohen have made to create the monopoly with Times-Warner is to continue the same program though of course still without making meaningful changes that would actually lead to any bridging of the digital divide to lower income families.

Nonprofits who are involved in partnerships with big corporations and their corporate contribution programs know the score. You take the money from their open hands for this or that, unless it’s part of a court settlement or an aggressive campaign, and the day will come when your liaison calls and carefully couches his request in the most positive light as not having been a quid pro quo but they need help before this hearing or that district or whatever and would it be possible for you to issue a statement, write a letter, testify or whatever to the work we have done together. Certainly ACORN and our banking partners on our housing program often got these calls, and we would push back or modify them to an agreeable proposition, but it was all part of the game, and chits were shelved for the future, just as antes had been placed on the past.

With a crew of reportedly 140 federally registered lobbyists and god knows how many working state by state, region by region, market by market, Cohen is no slouch, and they would know how to put a quota on their governmental relations crew to produce the number of statements they wanted to the FCC from groups that they had given money to for this or that in order to deposit money in the “future” bank for just this kind of FCC play.

Luckily, despite all of Comcast’s and Cohen’s denials, this is not the FCC’s first time at the rodeo either. It’s a shame to see so many nonprofits snared in this mess, but times are tough and rationalizations are pennies on the dollar as well in the pay-to-play political game.

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