There are a number of people frustrated and angry after they learned their current high speed internet service will have to change – if they want to keep on using it.
Wellington County officials have been trying for nearly two years to bring high speed service to rural parts of the county, but has run into snags. The county first chose Everus Communications as its delivery agent.
The county received a grant of $1-million to aid the selected internet service provider. That was announced with fanfare in June 2009, but a month later, during the recession, financial investors in Everus pulled out and the company went bankrupt. It was purchased by Barrett Xplore Inc. (BXI).
Warden Joanne Ross-Zuj said in an interview the county has no agreement with anyone yet, and no money has been handed over to anyone, and nor will it be until there is a signed agreement.
She added that BXI officials will be at the county council meeting this Thursday as a delegation, and “It will be interesting to hear what they have to say.”
There are some complaints about the way the company is doing business. Suddenly this month, a number of people connected to the old Everus service received letters stating that high speed wireless service is being discontinued at the end of the month.
Chris Mackey, of Alma, emailed the Advertiser to complain about the letter, which states, “As of Sept. 1 we will no longer be able to deliver your fixed-wireless Internet service. We want to give you some information about this change, and to tell you about an alternative high-speed Internet product we are prepared to offer you at a discounted rate.”
The company explained the change was forced because “the fixed-wireless service in your area is supported by an Everus broadcast tower that is at the end of its useful life, and will be decommissioned.”
The letter stated, “We regret that circumstances have unfolded in a way that causes you this inconvenience. To provide residents in your area with a leading-edge broadband solution, we are currently investing in next-generation infrastructure that will provide 4G broadband, with robust speeds, at an excellent value.
“This 4G technology is scheduled to launch in your area next year, and we would very much like to deliver this new technology to you.”
That leaves several months without high speed wireless for over 300 computer users in Wellington County.
The company’s letter, which was not received by all users at the same time, also states, “In the interim, [we] would like to invite you to continue as an Xplornet customer through our high speed satellite service, at a discounted rate of $49.99 per month (plus a $5 per month modem rental fee), with no activation fee (regular $99), no equipment charge (regular $199), no fixed-term contract, and an installation charge of only $99.”
It continued, “This service would provide you with speeds up to 1.5Mbps. With this interim solution, and our 4G product introduction next year, we believe we can offer you uninterrupted, high-quality, and evolving service. To take advantage of this offer, or for more information, please contact Northwind Installation at 519-957-2438 or by email workorder@northwindinstallation.com as soon as possible. Northwind Installation is our reseller that is dedicated to customers in your area. They will also be trying to contact you by phone.”
The letter concluded, “Please note that should you choose to not to pursue this offer, your Xplornet service will end on Aug. 31.”
Mackey said in an interview on Aug. 5 he felt it was an attempt “to blackmail you into their system.”
He added he believes over 500 people were affected. He said that many of his neighbours who are using Everus had heard nothing about the proposal and had not received a letter.
What made Mackey particularly upset, he said, was he erected a tower to obtain better service from Everus, which promised him a good deal. “Now, they say you need to spend more money to keep it.”
He said of what he perceives as poor sales tactics, “You just don’t do that any more.”
He added that if 500 customers are affected, and they pay $50 per month for the offered high speed interim service, that is $25,000 a month, and that should be plenty for the company to provide good service and “keep your customers happy.”
He was not alone at feeling confused by the letter.
Stella Johnson, of Alma, was also upset. She said echoed Mackey’s concern about the difficulty of finding someone from Barrett to speak with.
Mackey had said he used a Barrett telephone number on the Everus web page, but all it did was ask people to leave a message.
Johnson said of her questions, “I can’t get a straight answer.”
She added that Northwinds is replacing all the old towers, information that is contained in the BXI letter.
Johnson also said, Everus “gave us a 50-foot tower free.”
She said she felt a little helpless. “You’re kind of left going with Northwinds – whoever they are.”
Northwinds is the former service provider for Everus, and now it is working with BXI. Owner Neil Kaminski said in an interview on Monday his company is hoping to work with customers to make a smooth transition from one service to another.
He said his company is capable of completing the work by the Aug. 31 deadline.
“We know all the customers and the neighbours,” said Kaminski, who lives near Arthur and had a tower near him decommissioned, too.
“We have the staff and we have the knowledge. Obviously, some are going to switch providers.”
He added some customers with towers might need only to have them re-pointed to obtain service from another internet tower, although there may need to be changes to the frequency.
Politicians checking
County administration, finance and personnel committee chairman Chris White said in an interview the county has not yet committed the $1-million to Barrett Xplore Inc. or anyone else. He said there has been no contract signed, and he planned further investigation.
White said on Aug. 5 meetings were being planned between the company and county officials.
But, he said of the letter and its backlash, “That’s not very good News. We’re supposed to be bringing high speed to the county.”
Centre Wellington councillor Kirk McElwain was the chairman of the county committee that selected Everus and is working to bring high speed internet to the rural areas. He was a long-time IBM employee and also lives in a rural area that needs high speed internet access.
He said in an interview on Sunday BXI had not “explained it very well” to customers.
He added he understands that Northwinds will go into the homes of everyone signing on for the new service and hook up the home’s main computer to the new service.
“They’re trying to make it as painless as possible,” McElwain said, adding the company will provide “the same speed, at the same price” as Everus did.
He added some Everus towers are no longer safe, and others did not meet the specifications for the new service that BXI is planning to provide.
That was verified by Bob Davie of BXI. He said some people might be upset because they need to change services. He said over 300 customers are from Wellington County and there are others in Grey County that will suffer similar disruptions until BXI is able to get its next generation technology operating, which is scheduled for sometime next year.
As for keeping customers informed, Davie said BXI has mailed letters to every user of the old Everus service, and is following that up with telephone calls. He added those without voice mail might be missed a few times if no one is home, but the intent is to talk to everyone and explain what is going on.
“We are trying,” he said.
Service shut off
Mackey concluded, “We’re kind of livid,” and added he “will never use” the BXI service, even if it comes available next year, and he warned others that if they refuse to sign, they too will be cut off.
Davie however, said the installer had tried to switch the Mackey home to a different tower, but that did not work. He said Mackey said he would be using another service.
Davie said the representative offered a refund or a satellite service, but Mackey refused and would use another company.
He said of the BXI proposal, “The offer still stands. If they want satellite, we’ll be happy to provide it.”
Meanwhile, he said, BXI and county officials will meet all week to sort out the issues.
White also said there are meetings planned to ensure everyone is eventually able to use high speed internet in rural Wellington County.
