Crying Foul: Verizon Gripes About Cable’s Cancellation Policies

While cable companies await FCC action on a complaint that Verizon is allegedly using carrier proprietary info to mount
customer win-back efforts, the telco has filed its own request at the Commission. Verizon says many cable ops refuse
to accept video service cancellations from a new provider, forcing customers to call them directly to disconnect. It wants
the FCC to establish a rule that would create parity in the process for cancelling video service with that of phone. “It is
well within the commission’s authority to make this declaratory ruling that will foster robust competition between cable
incumbents and other video providers,” Verizon said. The notion didn’t set well with the cable industry. “Verizon does
not have to rely on Comcast or any video provider for a customer to make a change in video service providers. Conversely,
Comcast and other competitive voice providers must depend on Verizon to release a customer’s telephone
number so that Comcast can install its voice service,” a Comcast rep said. “If Verizon was really serious about wanting
to help consumer choice, they would support porting wireline telephone numbers in less than 24 hours as Comcast has
proposed, just like they do for wireless.” An NCTA spokesman said that Verizon’s “fairy tale complaint” is an attempt
to deflect criticism from its “years-long illegal practice of misusing proprietary information to prevent consumers from
switching to a new phone provider.” Comcast, Time Warner Cable and Bright House have accused Verizon of violating
the Communications Act by launching retention marketing efforts when a competitor calls to have Verizon port a
customer’s number. Separately, Verizon complained Mon to the FCC that some cable companies are delaying switching
customers’ to competing voice providers by failing to meet FCC timing requirements for local number portability.