EBB Outreach Boosted Amid Website Problem
Connectivity difficulties for households trying to apply online during the initial FCC emergency broadband benefit rollout could discourage people from returning to the website to try again, some working to encourage EBB enrollment said in interviews. Users reported initial delays (see 2105130063). The FCC posted an alert May 13, the day after the program began, warning online applicants they could have had connectivity issues in applying online. The alert cited high demand. The Universal Service Administrative Co. posted the same.
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The “significant website volume” was due to the “tremendous awareness of the program” and caused “some users to experience a brief delay when attempting to file an online application,” emailed an FCC spokesperson Tuesday: Throughout May 12, “we made several adjustments to the underlying IT systems to better accommodate the high interest in the program, and we had eliminated those delays by evening.”
The caution was a “public acknowledgment of what we knew,” said Next Century Cities Executive Director Francella Ochillo. The issue “fired up” email groups for those promoting EBB, Ochillo said. “We’re kind of at the mercy of USAC and the FCC to be able to pour whatever resources they have available into problem-solving.” The FCC alert disappeared Monday. USAC updated its alert to acknowledge high demand, saying it’s responding to consumer calls and emails “as quickly as we can.”
Ochillo said potentially eligible consumers may not want to return to the online application if they couldn’t get through during the first days. A toll-free number and email system were created for consumers with enrollment difficulties. Ochillo said NCC tested both and was “definitely concerned about their response time.” NCC plans additional webinars and works with state and local officials to help households enroll.
Public Knowledge Senior Policy Counsel Jenna Leventoff said the surge in online traffic “speaks to the fact that this is a sorely needed benefit because we had so many people trying to sign up at once.” It’s “extremely important” the FCC and community organizations “do what we can to reach the people that are eligible” now that the website slowdown appears fixed (see 2105130063), Leventoff said. PK joined several groups in a “day of action” Friday to promote the program, such as on Reddit, and plans events in the coming weeks. Others, like MediaJustice, created websites with details about eligibility and how to enroll.
Providers increased outreach to inform existing and potential customers about the temporary discount. NCTA promotes the program on social media, emailed a spokesperson Wednesday. “We have also sent an email to a digital grassroots community with information about EBB and guidance about how consumers can apply.”
NTCA heard “demand was high enough nationally that the registration site went down initially, but we haven’t heard of any issues since,” said Senior Vice President-Industry Affairs Mike Romano. Some 300 members are participating and “doing what they can” to publicize the initiative, he said. A USTelecom spokesperson declined to comment on specific outreach efforts. He pointed to a website with details about which members are participating. Incompas members are “actively engaged within their local communities and working with partners to connect eligible subscribers to broadband services,” said Policy Adviser Chris Shipley in a statement: Nearly 70% of members are taking part.
CTIA's public service announcement is on its social media accounts to promote the program and it plans to release one in Spanish soon. It's supporting EBB with the PSA, "digital advertising, and traditional and social media relations with a particular focus on reaching consumers in communities big and small," wrote Chief Communications Officer Nick Ludlum.