Press Releases
02/16/2023
Consumer Counsel Investigating Connecticut's Internet Service Providers on Pricing and Tier Information
NEW BRITAIN, CT – Today, Consumer Counsel Claire Coleman sent an investigative letter to certain residential internet service providers in Connecticut requesting information on how each company informs its customers of available pricing and plan options for internet service. The letter comes after the Office of Consumer Counsel discovered that some company websites did not convey complete and accurate information on these critical terms.
“Affordable and equitable access to broadband is essential for every household in Connecticut and a prerequisite for anyone who wants to live, work, or raise a family here,” said Consumer Counsel Coleman. “My office works every day to try to ensure that consumers are getting clear, complete, and accurate information from the investor-owned companies that provide this essential service. It recently came to my attention - during an effort by my office to compile pricing and plan options to help consumers save time and money - that some internet service provider's websites were doing a poor job of giving that critical information to customers. This places consumers at a great disadvantage and is unacceptable.”
The letter, sent by email to representatives from Comcast, Cox Communications, Breezeline, and Frontier, poses a series of questions to gain a better understanding of how they make decisions on which plans, pricing, and services are publicly available online. The letter also notes that access to accurate and complete information is critical to ensuring consumers can make informed choices and for the effectiveness of the Affordable Connectivity Program (ACP). The ACP is a federal program that helps low-income households pay for internet service, as well as empowers recipients to choose the service plan that best meets their needs. According to ACP’s Enrollment and Claims Tracker there are currently 134,548 Connecticut households enrolled in the program.
The OCC’s investigative letter requests responses by March 1, 2023.
Additional Information:
The Office of Consumer Counsel serves as the consumer voice for universal, reliable, and affordable utility and telecommunications service, including broadband. General Statutes § 16-2a specifically directs the OCC to facilitate the availability of broadband access to every state resident and to increase access to and the adoption of ultra-high-speed gigabit capable broadband networks. OCC is a trusted resource to Connecticut’s residents, state and local officials, and federal partners and stakeholders.
Advocating for and protecting the interests of consumers involves the OCC’s participation in regulatory proceedings involving broadband, cable tv, and telecommunications before the Public Utilities Regulatory Authority (PURA), National Telecommunications & Information Administration (NTIA) and the Federal Communications Commission (FCC). Most recently, the OCC participated in an FCC proceeding promoting transparency through the creation of broadband ‘nutrition labels’ - a tool to use when shopping for broadband services. In a proceeding regarding the Affordable Connectivity Program, OCC also submitted written comments urging the development of strong consumer protections, a robust complaint process, and advocated for data protections that favor the consumer, not the companies.
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CONTACT:
Brooke Parker
Communications & Legislative Program Manager