Ops See Snags with E911
By Mike Farrell
MultiChannel News
9/2/2005 5:20:00 PM
http://www.multichannel.com/article/CA6253813.html?display=Breaking+News
Charter Communications Inc. told the Federal Communications Commission
Thursday that only one-half of its phone customers have submitted the
required acknowledgements of their understanding that emergency-911 service
may not work in some instances, and warned it might not be able to receive
confirmation from a substantial portion of the rest.
The FCC extended the deadline for MSOs with voice-over-Internet protocol
services to notify their customers of potential problems accessing 911
emergency services to Sept. 28. But VoIP providers are still required to
file status reports on their progress.
In its Sept. 1 filing, Charter said it expects 20% to 25% of customers will
not provide an acknowledgement despite continuing efforts. Charter is
finding a high level of customer frustration: People are hanging up on
service representatives requesting acknowledgement or are simply refusing
to provide it.
Charter also said the FCC requirement to provide a "soft" or "warm"
disconnect to customers who do not provide an acknowledgment could imperil
subscriber safety.
Charter said that a soft disconnect -- which would allow customers only to
make 911 calls -- would make it impossible for a 911 operator to call back
if the call is cut off. A soft disconnect also would make it impossible for
customers to contact family members in an emergency.
Comcast -- which said it has received acknowledgements from all of its
current phone customers -- also expressed concern about soft disconnects,
adding in the "procedure is infeasible due to the complexity of the
undertaking and the limited time frame established by the Bureau's directive."
Other MSOs are having better luck with customer acknowledgements, but are
still having some issues.
Armstrong Digital Services, the telephone arm of Armstrong Cable, said it
has received acknowledgements from virtually all of its VoIP customers, but
hasn't provided them with warning stickers -- which the FCC mandated must
be attached to VoIP phones -- because they haven't been printed yet.
Armstrong plans to begin distributing the stickers by Sept. 15.
MCC Telephony, the VoIP arm of Mediacom Communications Corp., said that, as
of Sept. 1, 88% of VoIP subscribers have submitted acknowledgements. Bright
House Networks said about 91% of its phone customers have submitted
acknowledgements, while Buckeye Telesystem said it has received
acknowledgements from 60% of its customer base.
Buckeye said it doesn't anticipate having to take action against customers
because "its technicians will personally obtain acknowledgements from each
and every subscriber by Sept. 22, 2005."
================================
George Antunes, Political Science Dept
University of Houston; Houston, TX 77204
Voice: 713-743-3923 Fax: 713-743-3927
antunes at uh dot edu
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