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Lansdowne Vote Comes as News To Many Residents
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We'll see how this new board responds to the challenges of the upcoming year. Whatever happens, we need more residents to be aware of what is going on in the community.
Brambleton Gives Verizon an Earful
Candy Murphy is our new correspondent in Brambleton. Some of you may know her from writings on the http:/
In Brambleton, the hot topic was Verizon FiOS service. Generally, people are frustrated with the fiber optics plan that provides Internet, digital television and phone service. They like the TV quality but not the customer service and the hardware, and some are afraid that we're locked into another long-term, single-provider deal.
Brambleton was the first Verizon enhanced community, with each home wired with FTTP (fiber to the premises). Our association fees include FiOS Internet and TV, but each home pays separately for set-top box rental, DVR rental, premium channels, etc. Brambleton signed a 15-year contract with Verizon, which is examined annually for pricing and quality of service. Without this agreement, the fiber would never have been built out.
Unfortunately, Brambleton residents have had problems with Verizon, particularly with installations and customer service. We have had problems with installations since 2005, when we switched over to FiOS Internet. (Previously, the community had high-speed Internet through a Gatehouse Networks fiber product, which, incidentally, is still in the ground.)
Most recently, a new program guide has caused major issues with DVRs, including shows not recording, season passes disappearing and incorrect information about the amount of space available. (Brambleton has had FiOS TV service since last year). A subsequent software fix didn't solve all the problems, and some residents have given up altogether on the Verizon boxes, choosing instead to buy the new TiVO HD and renting CableCards from Verizon.
To respond to complaints, Verizon Enhanced Communities now has a Customer Advocacy Group, whose manager, Charles Collora, spoke at the meeting and answered a lot of questions from residents. Verizon knows there are problems, both technical and in customer service, and is working to improve its relationship with Brambleton, he said.
New firmware is coming that should help resolve the remaining DVR issues. The Customer Advocacy Group is randomly testing customer service channels to look for weak links. It is also keeping an eye on issues that residents have brought to the attention of homeowners association staff members.
Collora had some good news for us: Next year, we should see a Brambleton community channel, symmetrical data services (same upload/download speed), differential billing (you can order something other than the standard 15/2 data service), HD on demand and, by the end of the year, five times the number of HD channels.
I appreciated hearing from Verizon officials that they acknowledge our special relationship with them. Collora actually said at the meeting: "Brambleton is not a place on the map. Brambleton is not a series of phone numbers. Brambleton is people."
In other Brambleton news:
