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Regulators Crack Down On Fairpoint
Want to see concrete improvement, and quickly...
by Karl Bode 04:27PM Monday Apr 13 2009
As Fairpoint continues to struggle with taking ownership of Verizon's Maine, New Hampshire and Vermont DSL and landline networks, regulators are cracking down on the carrier after dealing with a high volume of annoyed customers. In Vermont, regulators may force the ISP to hire an outside firm to take over billing and support if things don't improve quickly. In New Hampshire, the Nashua Telegraph says state regulators are demanding detailed reports on how precisely Fairpoint is improving when it comes to customer complaints. A number of customers have complained about spending hours on hold without actually reaching the carrier.

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45071419

join:2006-07-30

1 recommendation

Want to see concrete improvement, and quickly...

Or what? The will sell off Fairpoint back to Verizon at a much reduced price? That was probably VZ's plan all along. Sell to Fairpoint for $$$, let them fail, and take it back for cheap when Fairpoint goes belly up.

Opticwonders
Premium
join:2009-03-31
united state

Re: Want to see concrete improvement, and quickly...

For the sake of all human-kind, I hope Verizon (or another telco) buys them out. I'm really sick of Fair Point... they have been nothing but annoying since the transition.

DrModem
Trust Your Doctor
Premium
join:2006-10-19
USA
kudos:1
Reviews:
·exede by ViaSat

Re: Want to see concrete improvement, and quickly...

said by Opticwonders:

For the sake of all human-kind, I hope Verizon (or another telco) buys them out. I'm really sick of Fair Point... they have been nothing but annoying since the transition.
Verizon just sold almost everything they have now off to them, rofl

StimulateMe

@comcast.net

If only...

Fairpoint was a large corporation they would be eligible for a federal bailout. It just plain sucks to be little!
patcat88

join:2002-04-05
Jamaica, NY
kudos:1

Re: If only...

said by StimulateMe :

Fairpoint was a large corporation they would be eligible for a federal bailout. It just plain sucks to be little!
When your little you get dumptrucks of USDA $.

CosmicDebri
Still looking for intelligent life

join:2001-09-01
Port Saint Lucie, FL

Doesn't seem to matter...

Doesn't seem to matter how many people, watchdog groups, consumer friendly orgs, etc have to say on matters like this before they go through.... the majority of comments on this deal were it WOULD NOT work.... but did any of the concerned parties or authorizing boards listen???

Pretty much dollars talk, and bullshit talks even louder..... and we can all spout "I told you so" till time comes to an end, wouldn't make a bit of difference.

Hopefully the victims, err.... customers of the fiasco won't get hurt too bad.... when, not if Fairpoint has to give up the network and it's customers, whoever comes in to buy them at a pennies on the dollar price will actually service them. And Verizon should be barred from consideration, since they proved they didn't want them by selling them in the first place.
--
Follow Your Bliss -- Joseph Cambell
I reject your Reality and substitute my own! -- Adam Savage, Mythbuster

FFH
Premium
join:2002-03-03
Tavistock NJ
kudos:5

Re: Doesn't seem to matter...

said by CosmicDebri:

Doesn't seem to matter how many people, watchdog groups, consumer friendly orgs, etc have to say on matters like this before they go through.... the majority of comments on this deal were it WOULD NOT work....
The state regulatory agencies made these problems a self-fulfilling prophecy. They put so many conditions on Fairpoint before allowing the sale and restricted them from charging higher rates, that Fairpoint, with the recession in full bloom, is now in a position where they can't cover costs. And now the moron regulators wonder why there are problems.
--
My BLOG .. .. Internet News .. .. My Web Page

pnh102
Reptiles Are Cuddly And Pretty
Premium
join:2002-05-02
Mount Airy, MD

Re: Doesn't seem to matter...

said by FFH:

The state regulatory agencies made these problems a self-fulfilling prophecy. They put so many conditions on Fairpoint before allowing the sale and restricted them from charging higher rates, that Fairpoint, with the recession in full bloom, is now in a position where they can't cover costs. And now the moron regulators wonder why there are problems.
No one forced Fairpoint to take the deal.

If Fairpoint didn't think it could meet the conditions set forth by the state, it should have walked away from the bargaining table.
--
Blagojevich / Madoff 2012!

FFH
Premium
join:2002-03-03
Tavistock NJ
kudos:5

1 edit

Re: Doesn't seem to matter...

said by pnh102:

said by FFH:

The state regulatory agencies made these problems a self-fulfilling prophecy. They put so many conditions on Fairpoint before allowing the sale and restricted them from charging higher rates, that Fairpoint, with the recession in full bloom, is now in a position where they can't cover costs. And now the moron regulators wonder why there are problems.
No one forced Fairpoint to take the deal.

If Fairpoint didn't think it could meet the conditions set forth by the state, it should have walked away from the bargaining table.
Maybe, just maybe, they thought they could swing it and grow their company. But the financial meltdown and the recession blew away their chances.

So what does the state do? Demand they stick to the deal and then try to tack on more costs. The regulators are sticking their heads in the sand. The result will be an eventual bankruptcy that will make things worse. Instead the regulators should face reality and let rates rise to cover the costs of beefing up support staff. But the chances of that are slim. The regulators answer to the pols, who would rather make populist proclamations about their outrage than actually do something.
--
My BLOG .. .. Internet News .. .. My Web Page

Dolgan
Premium
join:2005-10-01
Sun Prairie, WI
Reviews:
·Charter

1 recommendation

Re: Doesn't seem to matter...

Their failure has nothing to do with rates, or the ability to raise rates. The problems stem from the poor transfer of data from VZ databases to the Fairpoint databases. The billing and order systems are FUBAR, and Fairpoint is paying the price for it.

tschmidt
Premium,MVM
join:2000-11-12
Milford, NH
kudos:9
Reviews:
·G4 Communications
·Fairpoint Commun..
·Hollis Hosting
said by FFH:

They put so many conditions on Fairpoint before allowing the sale and restricted them from charging higher rates, that Fairpoint, with the recession in full bloom, is now in a position where they can't cover costs.
I think that is kind of backwards. Regulators were concerned with FairPoint's financial condition and got Verizon to lower price - forget exactly how much.

Current problem is technical not financial, however it may well become financial if they continue to bleed landline customers.

It appears FairPoint underestimated challenge of converting from Verizon systems to their own. Large IP projects like this always have teething problems. FairPoint made situation worse by downplaying problems and being very stingy with information. IMHO they could have actually increased customer loyalty by being more upfront with conversion status and letting everyone know where they were having problems and when they expected to have them corrected by posting info on web. Instead they played it close to the chest.

/tom
me1212

join:2008-11-20
Pleasant Hill, MO
Verizon could still get them back, and some people would be happy if they got it back if they worded it correctly.

morbo
Complete Your Transaction

join:2002-01-22
00000

Re: Doesn't seem to matter...

I think the IRS would love to have the millions in writeoffs Verizon took for this sweetheart deal.
GenBlood

join:2005-04-14
Nashua, NH

I saw it coming ...

I saw this coming and the end user gets stuck
at the end. Verizon got what it wanted an moved
on. Now FairPoint Communications is the owner
now. FairPoint should have did a little more
research before taking control of the phone
services & net access in 3 states.

Also, they paid Verizon too much money for it too.
Now FairPoint is missing install days, poor customer
service and messing up customers billing ..

Right now, I'm just waiting for something to
come along better. I figure most have no
other options, but FairPoint right now.

I'm hoping things will change in the coming
months ...

SteveCon
IBEW 2222 Boston, MA
Premium
join:2004-09-02
Boston, MA

1 edit

Re: I saw it coming ...

I know where there are thousands of tin cans and several hundred thousand of miles of string.. I bet I could sell a whole bunch of subscriptions to a new phone service in ME, VT & NH called "CanTel"
--
The Labor Movement - those wonderful folks that brought you the weekend!
patcat88

join:2002-04-05
Jamaica, NY
kudos:1

Re: I saw it coming ...

But do you have ROW and poles and a billion dollars insurance policy?

S_engineer
Premium
join:2007-05-16
Chicago, IL
said by GenBlood:

I saw this coming
Everyone except the clowns that allowed this aquisition happen saw this coming.

Karl Bode
News Guy
join:2000-03-02
kudos:39

1 recommendation

Re: I saw it coming ...

They saw it coming too.

Dominokat
"Hi"
Premium
join:2002-08-06
Boothbay, ME
kudos:2

We're screwed

Here in the Northeast, we are screwed.

jap
Premium
join:2003-08-10
038xx

1 recommendation

I must be the only blessed FP customer

Sheesh. In the April 3rd news item Is Fairpoint Headed For Disaster? I posted my positive technical experience with Fairpoint QoS and now I must do the same for Customer Service. I've called twice and gotten through MUCH faster and received better service than I ever did with Verizon. I'm beginning to suspect Fairpoint bashing is the sport of the moment.

Fairpoint made a seemingly dumb purchase but so far my only complaint is all the complaints I see at BBR. I've heard no bad words from neighbors or businesses here in the north country.
PX Eliezer7
Premium
join:2008-08-09
Hutt River
kudos:13
Reviews:
·callwithus
·voip.ms

Re: I must be the only blessed FP customer

Sir, I think that you are living in a dream world.

Do you happen to ever read newspapers?!

See:

»kennebecjournal.mainetoday.com/n···855.html

»www.nashuatelegraph.com/apps/pbc···/-1/news

»www.unionleader.com/article.aspx···6ec241c8

jap
Premium
join:2003-08-10
038xx

Re: I must be the only blessed FP customer

said by PX Eliezer7:

Sir, I think that you are living in a dream world.
Nah, I'm living in a Fairpoint world and my statement as a customer is an accurate one but, obviously, anecdotal.

Do you happen to ever read newspapers?!
Nah, I eschew old media.
El Gaupo
Premium
join:2006-07-15
Buckhorn, NM

Weather Codes

They should do what ATT does and take weather codes for every thing to avoid fines.These guys should be strung up the nearest tree for lying

UrTekSupport

@mindspring.com

Fairpoint is only part of the problem

All I see is a lot of people bashing FP. What you don't know is that FP was handed sh*t to begin with. We had to create accounts with info that had big gaping holes. We had to troubleshoot issues with little to no documentation like "frequent problems, equipment manuals, etc". Verizon handed us hundreds of work orders they were already behind on some two weeks and more.

I understand your anger. I would be angry too if it was my service. Just try to remember this when you are calling for help because yes, we are tired of you calling too. Its not like we wanted this to happen.

mouseferatu
Too many cats, Too many mice
Premium,MVM
join:2004-03-16
Im not sure
kudos:3

Re: Fairpoint is only part of the problem

I have a lot of respect for folks in tech support, whether they are working on a help desk or as a field rep. It is a difficult and rather thankless job all around.

I have no doubt that FP got a mess to begin with, but I also know that they have managed to create a complete disaster for any number of us. Problems that simply did not exist under Verizon's watch are routine now, and wait times of 40 to 60 minutes just to get through to customer service are standard.

With FP, I periodically have no dial-tone on one or more fiber lines. That did not occur with Verizon, and FP takes days to resolve such things.

FP still has not "found" one of my lines... it did not migrate over from Verizon. Verizon can "find" it, I have the appropriate billing code for it, someone at FP needs to enter it.

FP billed me (via automatic withdrawal) 3 times in March, and would not issue a reversal. Left me with a huge credit- multiple lines plus Internet. They have since withdrawn another payment for April- my cancellation had not finished processing- so now they have a heck of a lot of my money, and I am not happy.
***************************************************************************

It isn't the folks that work at FP that most of us run into that frustrate me... it is the complete ineptitude of the management to get this stuff resolved. Folks like me are not going to give the guy or gal who answers the phone a bad time, but I am sure disgusted with the company's business model... I would be out of business if I ran my people that way.
--
"Do not meddle in the affairs of dragons, for thou art crispy and good with catsup."