Re: Time Warner Subscribers Ripped Off by Unannounced HD Changes

[David Farber <dave () farber net>]

Begin forwarded message:

From: "Deborah Newman" <debnewman () earthlink net>
Date: May 27, 2009 4:00:19 PM EDT
To: <dave () farber net>
Subject: RE: [IP] Time Warner Subscribers Ripped Off by Unannounced HD  
Changes

Dave,

The email (below) about Time Warner Cable couldn't have come at a more  
appropriate time. I was just on the phone with them cancelling my  
HDxtra tier (who needs it if HDNet is going away?), and discovered a  
few other interesting factoids in the process.

First, I discovered that in their last software update (which causes a  
system reboot), they changed the default start channel to NY1.  
Previously when turning the television on, it would default to  
whatever channel I was watching last. However, by automatically  
starting with NY1, they increase the audience for their own channel  
(especially for passive viewers who don’t bother to change channels),  
making the viewership numbers look larger than they actually are,  
thereby allowing them to charge higher CPMs for NY1 advertising.

Second, I asked why I couldn’t find the new feature they’re promoting  
called “Start Over.” Turns out I need a new cable box to get this,  
which they don’t bother telling anyone. Of course, Start Over is only  
available on a handful of channels/programs, but I’m sure I’m not the  
only one who tried to follow their instructions and couldn’t figure  
out why it didn’t work.

Lastly (and most significantly), I discovered that Time Warner Cable  
has been erroneously charging me $11.95 per month for their standard  
DTV service, which is I discovered is already included in the “Bulk  
Service Charge” that was negotiated by my building some time ago. This  
has been going on for years, and they’ve been getting away with it  
unchallenged. I have demanded a retroactive refund, and it will be  
interesting to see if they comply.

As I’m sure you are aware, the Court of Appeals in Washington recently  
upheld an FCC ruling saying that cable companies cannot use exclusive  
contracts to block competitors from offering service in apartment  
buildings and condominiums. I can’t wait for Verizon to begin offering  
FiOS on the Upper East Side of Manhattan.

Deborah Newman, Esq.
Digital Music Specialist
New York, NY
debnewman () earthlink net






-----Original Message-----
From: David Farber [mailto:dave () farber net]
Sent: Wednesday, May 27, 2009 1:56 PM
To: ip
Subject: [IP] Time Warner Subscribers Ripped Off by Unannounced HD  
Changes



Begin forwarded message:

From: Lauren Weinstein <lauren () vortex com>
Date: May 27, 2009 1:37:19 PM EDT
To: dave () farber net
Subject: Time Warner Subscribers Ripped Off by Unannounced HD Changes



         Time Warner Subscribers Ripped Off by Unannounced HD Changes

                 http://lauren.vortex.com/archive/000575.html


Greetings.  Truth be told, there are certain technical advantages that
cable has over satellite television -- true video on demand and the
ability to provide Internet and phone services, for example.

But like the old adage that "everyone hates the phone company" --
cable companies seem to find new ways to shoot themselves in the feet
at every turn.

Time Warner Cable (TWC) subscribers paying for the TWC "HD Tier" ($5
to $8.95/mo, depending on location), are in the process of being
burned at this very moment, and most of them probably don't even
realize it yet.

The HD Tier was never a great value, usually containing only around
four channels, compared to the large number of channels in most other
tiers.  But the presence of the HDNet Movies channel made the tier
worthwhile for many subscribers.  HDNet Movies is essentially the only
"non-premium" movie channel that runs a great mix of high-quality HD
movies (in their proper aspect ratios!), without in-movie commercials
or distracting full-time ID bugs and banners.

TWC is in the process of pulling HDNet Movies (and its companion
channel in the tier, HDNET -- which has quite a fan following of its
own) from all TWC systems.  They've been doing this without any
warning or announcement to subscribers, they're lying about the reason
why, and if you're unhappy about the situation, they want *you*
to pay.

I hadn't heard about this fiasco -- not a peep from TWC -- until TiVo
flashed a channel lineup change notice this morning.  When I called in
to find out what was going on, the TWC reps insisted that HDNET had
demanded that their channels be removed from all Time Warner systems.
Huh, that sounds pretty strange.  "Not a contract dispute?" I asked.
"Definitely not!" I was told repeatedly.

Lies and double-talk.  It's all about contracts and tier placement
( http://bit.ly/Dxzxn ).  What's more, TWC attempting to portray the
unannounced removal of HDNET channels (and their replacement with
boringly generic HD commercial channels that are utterly inappropriate
to an extra cost tier -- Smithsonian and MavTV) as giving subscribers
"more choice" is utter hogwash.

So, overnight TWC changed 50% of the channels on the HD Tier.
Surprise!  It's like subscribing to the L.A. Times and suddenly
getting "Football Daily" delivered instead (which, given the state of
the newspaper industry, may not be such a far-fetched nightmare
scenario).

Anyway, here comes the adding insult to injury part.  If you complain
about the situation, TWC will happily drop the tier from your
package -- if you pay them $3!  Hey, as long as we have the wound open,
let's pour in some salt and give it a good rub!

Now, if you raise a big enough stink and bump up to a supervisor you
can probably get that fee waived.  But that's not the point -- you
shouldn't have to jump through hoops.

TWC knew that this change was coming.  They could have warned
subscribers rather than trying to slip in quietly like a burglar in
the dead of night.  It's not really a matter of the particular
channels, the cost of the tier, or the $3 drop fee -- it's the entire
awful attitude of these companies in general that drive their
subscribers to distraction -- and to the poor house.  (Sidebar: TWC
now admits that the TiVo tuning adapters required to deal with
switched digital video may not be free after the first year, in direct
conflict with earlier statements -- but I digress ...)

Bottom line on this one, if you're paying for the HD Tier from TWC,
you should probably consider dropping it like a hot potato, and refuse
to pay any change fees.  And watch your wallets, gang.

By ... the ... way.  There's a great series of DirecTV commercials
portraying meetings at a generic cable company, where employees plan
how best to screw their subscribers
( http://www.youtube.com/watch?v=bdR8Q6EMUbk ).  In light of Time Warner
Cable's behavior, I'm beginning to wonder if those spots were actually
clandestinely filmed at TWC corporate headquarters ...

--Lauren--
Lauren Weinstein
lauren () vortex com
Tel: +1 (818) 225-2800
http://www.pfir.org/lauren
Co-Founder, PFIR
   - People For Internet Responsibility - http://www.pfir.org
Co-Founder, NNSquad
   - Network Neutrality Squad - http://www.nnsquad.org
Founder, GCTIP - Global Coalition
   for Transparent Internet Performance - http://www.gctip.org
Founder, PRIVACY Forum - http://www.vortex.com
Member, ACM Committee on Computers and Public Policy
Lauren's Blog: http://lauren.vortex.com
Twitter: https://twitter.com/laurenweinstein





-------------------------------------------
Archives: https://www.listbox.com/member/archive/247/=now
RSS Feed: https://www.listbox.com/member/archive/rss/247/
Powered by Listbox: http://www.listbox.com




-------------------------------------------
Archives: https://www.listbox.com/member/archive/247/=now
RSS Feed: https://www.listbox.com/member/archive/rss/247/
Powered by Listbox: http://www.listbox.com