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How the FCC solves consumer problems--well, it doesn't, really
Source: Ars Technica
PAI BEING PAI —
How the FCC solves consumer problems—well, it doesn’t, really
FCC refers complaints to Internet providers, and that's about it.
JON BRODKIN - 11/13/2019, 3:31 PM
The Federal Communications Commission's extremely hands-off approach to broadband-customer complaints has alarmed a member of Congress.
US Rep. Mike Quigley (D-Ill.) wrote a letter to FCC Chairman Ajit Pai in August after learning of a Frontier customer who was forced to pay a $10-per-month rental fee for a router despite buying his own router.
As we wrote at the time, Frontier charges customers a $10 monthly fee for routers even when the company doesn't provide one at all, saying that non-Frontier routers cause "increased complaints and more difficulty with troubleshooting." But Frontier also said it "cannot support or repair the non-Frontier equipment," so it's charging $10 a month without providing a router or providing support for non-Frontier routers.
-snip-
The customer, Rich Son, filed a complaint to the FCC. Frontier responded by insisting that it must continue charging the fee, and the FCC then told Son that "We believe your provider has responded to your concerns."
So what does complaining to the FCC actually accomplish, especially after the FCC's December 2017 vote to deregulate the broadband industry in its "Restoring Internet Freedom" order? That's what Rep. Quigley wanted to find out. After hearing the FCC's response to his questions, the lawmaker was disappointed and told Ars that Pai has "abdicated" his responsibility over broadband.
-snip-
How the FCC solves consumer problems—well, it doesn’t, really
FCC refers complaints to Internet providers, and that's about it.
JON BRODKIN - 11/13/2019, 3:31 PM
The Federal Communications Commission's extremely hands-off approach to broadband-customer complaints has alarmed a member of Congress.
US Rep. Mike Quigley (D-Ill.) wrote a letter to FCC Chairman Ajit Pai in August after learning of a Frontier customer who was forced to pay a $10-per-month rental fee for a router despite buying his own router.
As we wrote at the time, Frontier charges customers a $10 monthly fee for routers even when the company doesn't provide one at all, saying that non-Frontier routers cause "increased complaints and more difficulty with troubleshooting." But Frontier also said it "cannot support or repair the non-Frontier equipment," so it's charging $10 a month without providing a router or providing support for non-Frontier routers.
-snip-
The customer, Rich Son, filed a complaint to the FCC. Frontier responded by insisting that it must continue charging the fee, and the FCC then told Son that "We believe your provider has responded to your concerns."
So what does complaining to the FCC actually accomplish, especially after the FCC's December 2017 vote to deregulate the broadband industry in its "Restoring Internet Freedom" order? That's what Rep. Quigley wanted to find out. After hearing the FCC's response to his questions, the lawmaker was disappointed and told Ars that Pai has "abdicated" his responsibility over broadband.
-snip-
Read more: https://arstechnica.com/tech-policy/2019/11/fcc-does-almost-nothing-to-stop-abusive-billing-practices-lawmaker-says/