Cellphone service “seems to stubbornly resist improvement,” said an article in the January Consumer Reports. The magazine surveyed 47,000 readers in 20 “major metropolitan areas” across the U.S. Fewer than half said they were “completely or very satisfied” with service, it said. Mandatory contract extensions for account changes and high service cost were the top complaints, it said. Most respondents who switched service the past three years said the reason was poor service, it said. Alltel and Verizon got “high marks for connectivity, while T-Mobile had “relatively high satisfaction scores.” Meanwhile, AT&T subscribers cited “gaps in service and static” and Sprint users noted “dropped calls,” the article said. Respondents gave Alltel, T-Mobile and Verizon top rankings for customer service. But only about 40 percent of their customers said the carriers were “very helpful,” it said. The survey is “at odds” with AT&T testing and research, said an AT&T spokesman. The market deals with consumer complaints, a CTIA spokesman told us. The industry is “one that has always changed and evolved in direction of what consumers want and need,” he said. The market will bring “quicker, more efficient” changes than any government mandate could, he added, citing Verizon’s announcement that it would open its network, as well as other carrier announcements to pro-rate early termination fees and kill contract extensions for consumers who make account changes. There’s little difference in service between AT&T and other carriers in most major markets, an AT&T spokesman said, citing data from Telephia, an independent testing firm that works with AT&T. But AT&T “continues to build out” its network and improve coverage, he said. A better indicator of service quality is turnover, he added, saying AT&T had 1.3 percent churn third quarter. Sprint has made “substantial” customer experience improvements over the past few months, and the company continues to do so, a Sprint spokeswoman said, noting announcements that Sprint would in 2008 prorate its termination fees and no longer require contract extensions on rate plans. “While disappointed with the results, we do feel we are addressing some of the wireless customers’ biggest concerns as expressed by the survey.” The Consumer Reports call-quality ratings are “based on customer perceptions, which can be influenced by a lot of things,” she added. “Our own internal measures show that we've made significant improvements regarding the incidence of dropped calls or blocked calls and that the CDMA network is performing at its best-ever level… Since the merger with Nextel in 2005, we've invested billions of dollars to enhance our networks, increase coverage and capacity.” Sprint added almost 3,500 new cell sites across its CDMA and iDEN networks in the first three quarters of this year, she added. Alltel, T-Mobile and Verizon didn’t return requests for comment right away.
Google’s entry into the upcoming 700 MHz auction is more about maintaining political leverage than getting spectrum, analysts told Communications Daily. Operating a mobile network doesn’t mesh with the Internet search giant’s core business and would be a costly proposition even for Google, they said. “Given all its lobbying,” however, Google was “obligated to make a bid equal to at least the reserve price” needed to keep the C-block open-platform rules in place, said Stanford Group’s Michael Nelson.
Companies selling voice services face regulatory uncertainty and an increasingly competitive market, panelists representing incumbents, CLECs and cable companies said at a Justice Department Antitrust Division conference Thursday. Meanwhile, wireless substitution and technology convergence is shaping the way the industry operates, they said.
Verizon and Vodafone plan to harmonize their mobile networks using Long Term Evolution technology, Verizon said Thursday. LTE, a WiMAX rival developed by the Third Generation Partnership Project standards body, will let Verizon Wireless’ parents, Verizon and Vodafone, “adopt a common access platform with true global scale and compatibility with existing technologies of both companies,” Verizon said. “The prospect of moving towards a common platform with Verizon Wireless is an attractive long-term goal,” said Vodafone Global Chief Technology Officer Steve Pusey. Verizon’s choice of LTE “is driven by our vision of pervasive wireless Internet connectivity and mobility,” said chief technology officer Richard Lynch. Verizon and Vodafone plan to test LTE in 2008. Alcatel-Lucent, Ericsson, Motorola, Nokia-Siemens, Nortel and “others in the world community” will supply trial devices and equipment, Verizon said. Meanwhile, discussions with device makers “have expanded beyond traditional suppliers such as LG, Samsung, Motorola, Nokia and Sony Ericsson” to consumer electronics companies planning embedded wireless functionality in future products, it said. Verizon’s choice of LTE is “no surprise,” since Vodafone “signaled this selection earlier,” said Current Analysis’s William Ho. Verizon is “managing the future on its own terms” as the 700 MHz auction approaches, he said, and the news “complements” the open network effort announced this week (CD Nov 28 p2). The news is “a blow for Qualcomm,” which is pushing UMB technology for next-gen networks, he said.
The government must increase telecom research and development funding, industry officials said on an IEEE Globecom panel Wednesday. More spending would increase U.S. jobs and drive broadband deployment, they said. “The United States needs an innovation strategy that increases the incentive to develop new technologies for the broadband economy right here in this country,” said Grant Seiffert, Telecommunication Industry Association president.
A Verizon FiOS mechanism that forwards customers who mistype domains to a Verizon search page is raising hackles among some net neutrality supporters but shrugs from others. The forwarding lets Verizon exploit typos financially and represents another example of a network operator abusing its power, said Art Brodsky of Public Knowledge. “It’s not in itself a major offense,” but gains significance when added to other “itty-bitty things” like Verizon’s banning a NARAL Pro- Choice America text messaging program (CD Sept 28 p2) and Comcast’s blocking of BitTorrent traffic (CD Oct 22 p13), he said. Other net neutrality advocates seemed less upset. “I can see why Public Knowledge is concerned,” but it’s not a “major deal” to the Center for Democracy & Technology, because Verizon is only forwarding users who are already its customers, said Ari Schwartz, CDT deputy director. The Electronic Frontier Foundation has heard about the matter but hasn’t looked into it, a spokeswoman said. A Verizon spokeswoman defended the program, introduced in June. “The service simply helps customers better find what they are looking for when they mistype a URL,” she said. “Instead of getting an error page, they get a page that asks if they meant to type something else, and a list of possible URLs that may lead them where they really wanted to go.” Customers can opt out of the service, she added. But Verizon has had “an extremely low opt out rate and we have received very few complaints from customers about the service,” she said.
Broadcom will not seek a new trial with Qualcomm after a Santa Ana court killed an order that Qualcomm pay double damages and attorney fees to the semiconductor rival, Broadcom said Friday. It “instead will accept the $19.6 million in compensatory damages as originally awarded by the jury and will immediately pursue an injunction against Qualcomm’s infringing products.”
A majority of Leap lenders agreed to waive credit agreement defaults that arose when Leap said it needed to restate financial statements for fiscal year 2004 through Q2 2007 (CD Nov 13 p10), delaying its third quarter Securities Exchange Commission filing. “We are very close to getting agreement from all lenders involved,” a spokesman told us. Leap paid a 25 basis point fee to waiving lenders, agreeing to increase the interest rate 75 basis points. Lenders choosing not to waive “do not share in the fee,” the spokesman said. Leap has an $890 million senior secured term loan and a $200 million revolving credit facility. If Leap cannot get waivers from all lenders, loan amounts will not change, nor will there be any other effect to Leap’s cash or business, the spokesman said. Lenders approved a Leap- proposed amendment saying an “agreement leading to a change of control” doesn’t “constitute an event of default, unless and until the change of control occurs.” The phrase “change of control” means “ownership of the company,” not an executive’s resignation or other management change, the spokesman said. The amendment is “no doubt” part of Leap’s preparation for a merger with MetroPCS happening in the long term, Stanford Group analyst Michael Nelson told us. However, the Leap spokesman said “it would be a stretch to say we're giving greater consideration to potential mergers/acquisitions,” he said. “No more, no less consideration than before.”
A Turkish family found guilty of massive fraud against Motorola and Nokia must pay the device makers $1 billion in punitive damages, the 2nd U.S. Circuit Court of Appeals ruled. The U.S. District Court for Southern New York had ordered the Uzan family to pay $2.13 billion in compensation and $2.13 billion in punitive damages in a case related to fraudulent loan arrangements the Uzans set up between the manufacturers and Uzan-backed Turkish wireless operator Telsim. On appeal, however, the 2nd Circuit ruled punitive award too high to “be squared with federal or Illinois law” and sent the case back to the lower court to recalculate. The district court ordered additional evidence discovery and reduced the award to $1 billion. The Uzans appealed again, arguing that the punitive damages assessed still equaled “an economic death sentence that neither Illinois law nor the Constitution permit.” But the award is acceptable under Illinois law because the district court “properly considered the best available evidence of defendants’ financial status” and the Uzans “have made no showing that the district court’s award was the product of passion, partiality, or corruption,” the appeals court said. The award also complies with federal law, because of a Supreme Court ruling that “only when an award can fairly be categorized as ‘grossly excessive’… does it enter the zone of arbitrariness that violates the Due Process Clause,” the 2nd Circuit said: “The award in this case, despite its size, cannot be deemed grossly excessive.” Motorola said it was pleased with the decision. Nokia didn’t comment right away.
Buying 700 MHz spectrum would be financially “immaterial” to Google, the Stanford Group said, responding to a Wall Street Journal report that the company will make a “serious run” in the auction. “If Google pays $5 billion for spectrum, that represents 2.5 percent of its market value and less than 40 percent of its cash,” the analyst firm said. But Google may not be as bold as some expect, it said. “Google will either not bid aggressively or will partner to build and operate a network,” it said. “Google is trying to drive carriers to open their networks to its Web services. Google’s lobbying efforts and spectrum bidding preparation are, at least in part, a ploy to drive better deals with existing wireless carriers.” Tower companies will be the winners if Google gets spectrum, because “a new network would require site deployment nationally,” it said. If Google is “going it alone, that’s a lot better than them working with Verizon,” said Txtbl CEO Amol Sarva, a member of Frontline Wireless’s Open Access Advisory Council. However, it’s too early to tell what a Google bid would mean for open access, he said. “It would mean more for open access if they were actually saying anything at all about how they intend to offer the service.”