I am responding to the message you sent to the Revdex.com and the email messages you have been exchanging with our tech support personnelI do appreciate your diligence and dedication to the tests you have undertaken, l also appreciate your willingness to assist by continuing to test from your locationI won't try to recap all of this because you and my techs understand what has been communicatedI doubt I could craft a summary that would be helpful to the Revdex.comSuffice it to state that the last communication I have seen from you is: "Just following up as [redacted] called yesterday evening and said you folks were trying something and wanted to see how my pings wereSo far, yesterday and today, the pings have been perfect and in many cases much much lower than they used to be during off hoursWhatever it is you folks did or are doing, keep that goingOut of curiosity, would you be able to share any insight as to what you did?" (Thu, Jun 21:00:-0400)It appears that our efforts together have achieved the resolution you desireI learned some things from this processOne is a little more about ping testsMy network engineers related to me a couple of [redacted] documents (attached) that explain more about how ping tests are treated by their routersAs I understand it, routers consider ping tests to be secondary to actual dataAs a result, the router gives ping tests the lowest priorityTherefore, as traffic increases, ping tests to routers will almost always show reduced ***s or be dropped completelyServers are a more appropriate end point to use for a ping test because they do not apply the same prioritization protocol as routersBased on this, it makes sense that ping tests will almost always show slower results during periods of increased usageThe router is busy with more traffic, so the ping tests must wait longer to receive attention from the routerThe fact that ping tests take more [redacted] does not mean regular data traffic is not being efficiently routedRegardless of the difference between routers and servers, there was something that needed to be adjustedWe have, as you know, made some changes and we continue to monitor and consider further changesI know you would like to know what we have done, but I really can't share that information for security reasonsI do want to spend a moment correcting the information you apparently received from other cable TV companiesThose are the statements about local franchises and monopoliesIt is a common misconception that TV service and Internet service are provided under exclusive franchise agreementsThat is untrueFranchises A franchise is not required at the local, state or federal level to provide Internet serviceThere simply is no such requirement.A franchise is required to provide TV serviceIn that regard, MCTV does not have a local franchiseThe State of Ohio passed a law in (ORC Chapter 1332) taking control of the TV franchise process from local communitiesAny company that provides TV service in Ohio must obtain a franchise from the Ohio Department of Commerce[redacted] can obtain a franchise in any community in the State of Ohio by filing a request and paying a $feeThat's all it takes to acquire a franchise for a new service areaAll of those companies (and [redacted] and others) have done precisely that in the hundreds of areas they serveI don't know who you asked at the various companies, but they obviously don't understand the state's franchising lawAny company can obtain a franchise in Massillon (or any other city)They have chosen not to do so.MCTV had a local franchises, but it has been superseded by the state franchising process.The local franchise was never exclusiveIt did not grant a monopoly, only a rightOther providers have always been able to operate a TV system under the same terms and conditions[redacted] already has a franchise to operate where you live ( [redacted] )They operate in the eastern portion; approximately as far west as [redacted] ***.MonopoliesMCTV does not have a monopoly on Internet service in the Massillon area [redacted] offers similar servicesHowever, I do not know if [redacted] services are available at your particular addressI don't know ***'s decision making process for areas to serve.I don't know the reason [redacted] and other providers choose not to construct additional infrastructure, but it is not due to any legal or franchising restrictionsIn fact, MCTV has been actively building new plant in areas already served by [redacted] (like [redacted] ***)It does not appear that rates are as big an issue as the ping ***s you were experiencing, but I will touch upon themI think we both know that advertised speeds are simply that, advertised speedsThey do not necessarily mean you will achieve those speeds at all ***sMCTV advertises speeds and delivers themThat's our goalIt also is important in any discussion of rates to consider other elements, for example the $or $a month modem fee charged by othersThat typically falls "below the line," so it is not considered part of the priceClearly it is and it makes a big difference in the net costMCTV does not levy a modem fee on our customersRegarding your desired settlement, MCTV is constantly evaluating bandwidth utilization and the means to improve throughput and reliabilityWe add equipment, split service groups and nodes and undertake other measures on a regular basisWe really cannot switch a single home to a different node or neighborhoodNodes and neighborhoods are physical locations that we cannot changeI have ordered a $credit to your account for all your help and patience during this ***I hope I have answered your concernsThanks again for bringing this to our attention and assisting in the resolutionWe are not done in this regardWe are continuing to monitor, investigate and make adjustments as necessaryPlease contact me if you have any questions
In regards to the above-mentioned customer concern, I appreciate you giving me an opportunity to explain the situation. In early February, our technician came to the apartment building where this customer resides, The landlord pays for the Lifeline service. There are times when we do audits of our... cable system to make sure everyone is receiving the services to which they subscribe. We have to put a device on the line for the Lifeline service and that is what our technician did on that day. We do have notes in the account showing that our technician did attempt to fix the issue with the modem service — he replaced some fittings outside but he also had to go in to the apartment to check a few things but he was unable to do so. We have had a few service calls since this incident — we replaced the modem on April 1, 2016 and there was a service call scheduled on April 7, 2016 that was canceled by the customer due to her being under the weather. To resolve this issue, we will contact this customer and work with her to fix any outstanding service issues. We will also discuss any credit that she may have coming.
I am responding to the message you sent to the Revdex.com and the email messages you have been exchanging with our tech support personnelI do appreciate your diligence and dedication to the tests you have undertaken, l also appreciate your willingness to assist by continuing to test from your locationI won't try to recap all of this because you and my techs understand what has been communicatedI doubt I could craft a summary that would be helpful to the Revdex.comSuffice it to state that the last communication I have seen from you is: "Just following up as [redacted] called yesterday evening and said you folks were trying something and wanted to see how my pings wereSo far, yesterday and today, the pings have been perfect and in many cases much much lower than they used to be during off hoursWhatever it is you folks did or are doing, keep that goingOut of curiosity, would you be able to share any insight as to what you did?" (Thu, Jun 21:00:-0400)It appears that our efforts together have achieved the resolution you desireI learned some things from this processOne is a little more about ping testsMy network engineers related to me a couple of [redacted] documents (attached) that explain more about how ping tests are treated by their routersAs I understand it, routers consider ping tests to be secondary to actual dataAs a result, the router gives ping tests the lowest priorityTherefore, as traffic increases, ping tests to routers will almost always show reduced ***s or be dropped completelyServers are a more appropriate end point to use for a ping test because they do not apply the same prioritization protocol as routersBased on this, it makes sense that ping tests will almost always show slower results during periods of increased usageThe router is busy with more traffic, so the ping tests must wait longer to receive attention from the routerThe fact that ping tests take more [redacted] does not mean regular data traffic is not being efficiently routedRegardless of the difference between routers and servers, there was something that needed to be adjustedWe have, as you know, made some changes and we continue to monitor and consider further changesI know you would like to know what we have done, but I really can't share that information for security reasonsI do want to spend a moment correcting the information you apparently received from other cable TV companiesThose are the statements about local franchises and monopoliesIt is a common misconception that TV service and Internet service are provided under exclusive franchise agreementsThat is untrueFranchises A franchise is not required at the local, state or federal level to provide Internet serviceThere simply is no such requirement.A franchise is required to provide TV serviceIn that regard, MCTV does not have a local franchiseThe State of Ohio passed a law in (ORC Chapter 1332) taking control of the TV franchise process from local communitiesAny company that provides TV service in Ohio must obtain a franchise from the Ohio Department of Commerce[redacted] can obtain a franchise in any community in the State of Ohio by filing a request and paying a $feeThat's all it takes to acquire a franchise for a new service areaAll of those companies (and [redacted] and others) have done precisely that in the hundreds of areas they serveI don't know who you asked at the various companies, but they obviously don't understand the state's franchising lawAny company can obtain a franchise in Massillon (or any other city)They have chosen not to do so.MCTV had a local franchises, but it has been superseded by the state franchising process.The local franchise was never exclusiveIt did not grant a monopoly, only a rightOther providers have always been able to operate a TV system under the same terms and conditions[redacted] already has a franchise to operate where you live ( [redacted] )They operate in the eastern portion; approximately as far west as [redacted] ***.MonopoliesMCTV does not have a monopoly on Internet service in the Massillon area [redacted] offers similar servicesHowever, I do not know if [redacted] services are available at your particular addressI don't know ***'s decision making process for areas to serve.I don't know the reason [redacted] and other providers choose not to construct additional infrastructure, but it is not due to any legal or franchising restrictionsIn fact, MCTV has been actively building new plant in areas already served by [redacted] (like [redacted] ***)It does not appear that rates are as big an issue as the ping ***s you were experiencing, but I will touch upon themI think we both know that advertised speeds are simply that, advertised speedsThey do not necessarily mean you will achieve those speeds at all ***sMCTV advertises speeds and delivers themThat's our goalIt also is important in any discussion of rates to consider other elements, for example the $or $a month modem fee charged by othersThat typically falls "below the line," so it is not considered part of the priceClearly it is and it makes a big difference in the net costMCTV does not levy a modem fee on our customersRegarding your desired settlement, MCTV is constantly evaluating bandwidth utilization and the means to improve throughput and reliabilityWe add equipment, split service groups and nodes and undertake other measures on a regular basisWe really cannot switch a single home to a different node or neighborhoodNodes and neighborhoods are physical locations that we cannot changeI have ordered a $credit to your account for all your help and patience during this ***I hope I have answered your concernsThanks again for bringing this to our attention and assisting in the resolutionWe are not done in this regardWe are continuing to monitor, investigate and make adjustments as necessaryPlease contact me if you have any questions
In regards to the above-mentioned customer concern, I appreciate you giving me an opportunity to explain the situation. In early February, our technician came to the apartment building where this customer resides, The landlord pays for the Lifeline service. There are times when we do audits of our... cable system to make sure everyone is receiving the services to which they subscribe. We have to put a device on the line for the Lifeline service and that is what our technician did on that day. We do have notes in the account showing that our technician did attempt to fix the issue with the modem service — he replaced some fittings outside but he also had to go in to the apartment to check a few things but he was unable to do so. We have had a few service calls since this incident — we replaced the modem on April 1, 2016 and there was a service call scheduled on April 7, 2016 that was canceled by the customer due to her being under the weather. To resolve this issue, we will contact this customer and work with her to fix any outstanding service issues. We will also discuss any credit that she may have coming.