All posts in “telecommunications”

FCC may soon charge you $225 to investigate your complaint

FCC Chairman Ajit Pai drinks out of his infamous giant coffee mug. Perhaps the proposed $225 fee to have the FCC read your complaints are going to buying Pai a new very large mug.
FCC Chairman Ajit Pai drinks out of his infamous giant coffee mug. Perhaps the proposed $225 fee to have the FCC read your complaints are going to buying Pai a new very large mug.

Image: BRENDAN SMIALOWSKI/AFP/Getty Images

Late last December, nearly 24 million comments poured into the FCC after the agency revealed its plans, spearheaded by its chairman Ajit Pai, to roll back net neutrality. 

The FCC’s rules, as they stand, require all comments from the public to be forwarded to the commissioners, and for the commissioners to take these comments into consideration when casting a vote on a new measure.

Well, it seems like the current FCC doesn’t want to bother having to read through all your comments anymore. At least, not without getting paid for it.

Coming up on the FCC’s docket for a vote on Thursday is a proposed measure titled “Streamlining the Rules Governing Formal Complaint Proceedings.” What does this streamlining include? Forwarding your complaints directly to the telecom company for them to deal with rather than the FCC.

And what if you really want the FCC to get involved? They’ll charge you.

The Verge reports that two high-ranking Democrats on the Energy and Commerce Committee, Senator Mike Doyle and Senator Frank Pallone, have sent a letter to FCC chairman Ajit Pai voicing how they are “deeply concerned” about the proposed rule change.

Under current FCC rules, the commission reviews and acts on consumer complaints. Under the new rules, these type of free-to-file informal customer complaints would be forwarded to the telecommunication companies. If consumers are not satisfied with the outcome in dealing directly with the telecom company in question, the customer can come back to the FCC with a formal complaint, an existing commission legal process – one which the FCC will review – that costs $225 to file.

If the new FCC rules are passed, consumers are left with the option of letting the very service provider they’re complaining about decide the outcome of their complaint, or ponying up the cash to start the legal process with the FCC. And, as Senator Doyle and Senator Pallone said in their letter, this rule change would come “at a time when consumers are highly dissatisfied with their communications companies.”

The FCC has commented on the Democrats’ letter, disputing the details describing the rule changes in the measure. In an email to CNET, a FCC spokesman writes:

“The item would not change the Commission’s handling of informal complaints. The Democrats’ letter is based on a fundamental misunderstanding of the draft order.”

As the Washington Post points out in talking with senior Democratic committee aides, while the $225 fee for the formal complaint process isn’t new, the updated wording of the FCC rules in this measure does free the FCC of its current informal complaint responsibilities.

Mashable has reached out to the FCC and will update when we receive a response.

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The Uberization of telcos

For the past decade, telecommunications companies around the globe have been grappling with falling average revenues per user equaling stagnant growth rates.

While particularly mobile operators have enabled increasing prosperity in third-world countries, new ways of working and fueled entirely new markets, much of the wealth created has landed on the books of companies that we look upon with increasing discomfort: Google, Amazon, Alibaba, Tencent and others. And as if this was not enough, the very ingredient — ubiquitous connectivity — that has served as lubricant for the disruption of entire industries is now on the verge of being disrupted itself.

While many expect finance or healthcare to be next on the list of global serial disruptors, and technologies like wearables, blockchain and AI are cited to be the nails in the coffins of these industries, small players have cooked up the ingredients that could well marginalize today’s prevailing telco business models globally. There are three ingredients that could make that happen…

Lack of customer trust

Among the top 100 most trusted brands globally, you will find companies of almost any industry, except telco. You will find our serial disruptors, big brand consumer packaged goods, car manufacturers — even banks, payment companies and healthcare service providers. But you won’t find telcos. In their battle for growth, telcos globally have largely alienated their customers for the sake of managing yield and profitability.

Furthermore, simple customer engagement processes are often broken, and telcos have struggled to achieve a high quality of service with zero defects, high responsiveness and a great customer experience on even their most relevant customer interactions. They have broken the trust equation with their customers.

An existing trusted relationship is hard to disintermediate.

Why is that relevant? Because trust is an important ingredient in disintermediation, à la Uber or Airbnb. Uber has put trust and ease into the car-hailing business, while Airbnb has put the trust in-between guest and host. On the flip side, an existing trusted relationship is hard to disintermediate.

However, the telco-customer relationship, as global brand indicators show, is ready to be disrupted. Perhaps even more so than the bank-client or doctor-patient relationships.

Liquid infrastructure

While telcos are grappling with fixing their customer front ends, becoming more nimble and responsive to customer needs and putting “greatness” back into the overall customer experience equation, small startups (and large telco suppliers alike) are creating what is known as “liquid infrastructures.”

In today’s cloud-based world, global network traffic is exploding while traffic patterns, with globally scaled and load-balanced cloud-based back-ends, are becoming more and more fluid and less predictable. Likewise, decreasing enterprise assets actually connect to the enterprise network directly.

The internet of things (IoT) is creating massively distributed architectures with globally roaming assets that need to seamlessly blend into critical enterprise applications. So, enterprises are challenged with creating more flexible network infrastructures that not only connect their various operating sites, but also create reliable connections to public cloud service providers, while connecting remote and mobile IoT assets to the core network. And all that while accommodating massive shifts in traffic patterns depending on the day of the week, time of day or reconfigurations happening at service providers.

Liquid infrastructure promises to provide a solution for such challenges, and it’s not a concept telcos are capable of, or offering, in the market place as of now. It is players like Waltz Networks, a venture-backed startup from San Francisco, that are disrupting the market place by providing solutions for the completely self-managed, liquid infrastructure that can handle today’s network demand.

Envision such an offering as a global OTT service and you have a recipe for a serious contender to the global enterprise telco services market.

“On the fly” mobile access

Redtea Mobile is another such interesting disruptor in the telco space. Imagine your IoT assets are roaming around the world globally. Which telco would you go to in order to buy a data plan, plus device management, which enables you to provision and deprovision your devices globally and on the fly?

Telcos globally have been struggling to come up with competitive offerings that make managing such global asset bases economical and a breeze. That is firstly because none of the globally leading telcos can offer a truly global network — be it of their own or partner assets. Secondly, given multiple telcos are forced to collaborate if they want to offer a global virtual mobile data service, long-standing roaming agreements often stand in the way of economical pricing models. Telcos are not yet willing to sacrifice existing global roaming revenue at the expense of a potentially growing global IoT mobility data market opportunity.

Companies are better off disrupting than being disrupted.

Despite these challenges, however, the demand is increasing. While global mobile traffic was 7 exabytes in 2016, it will skyrocket 700 percent by 2021. That’s where Redtea Mobile comes into the picture. With Redtea Mobile’s technology, you could imagine someone buying regional capacity with enough associated international mobile subscriber identities (IMSI), the unique numbers assigned to mobile phone users, around the globe at wholesale prices, bundling this capacity as a global mobile IoT data service, and reselling it to enterprises globally to fuel their IoT devices.

The way Redtea Mobile’s technology works is that it can reprogram eSIMs on the fly from the cloud, so a device that operates on one mobile network in one country can be reprogrammed to another network on the fly once it crosses the border.

Both Redtea Mobile and Waltz Network enable the disintermediation of telcos, cutting out the expensive middle man. In the scenarios described above, the end-customer relationship would likely not reside with the telco, but with a service provider smartly repackaging core telco services with new technology into an over-the-top (OTT) service that completely marginalizes the telco to a pure infrastructure provider — much like the Uber drivers or the Airbnb property owners. And, as my first argument suggests, it is unlikely that many customers will bemoan the demise of global telcos as customer-facing service providers.

So what can telcos do?

Enough cases have proven already that companies are better off disrupting than being disrupted.

True, telcos have one strength that is impossible to beat — they own assets that are hard, in most markets impossible, to replicate. However, while telcos will not vanish entirely, they run the risk of being completely marginalized. To prevent that, they should drive disruptive change of their own. While small companies are innovating, telcos could be at the forefront of deploying those technologies across their infrastructure and of developing new and innovative offerings that disrupt their prevailing products and business models on top of those technologies.

Will this be enough to win? No, telcos will still have to fix the trust equation with their customers, become more responsive, etc.

But if telcos rely on their stagnant existing revenue streams and are too timid in embracing disruption, they are likely to continue their slow path toward the ultimate horror scenario of many telco executives: that of becoming a dump pipe.

Russia starts blocking Telegram for failing to turn over encryption keys

The Russian state telecommunication regulator has started to block Telegramas expected. This comes after the messaging company refused to give Russian security services encryption keys. The service is expected to be blocked in the coming hours.

According to several reports, Telegram is still operational in the country, though several service providers have started blocking the company’s website.

Run by its Russian founder Pavel Durov, Telegram has more than 200 million users and is a top-10 messaging service made popular by its strong stance on privacy.

Russian regulators classify Telegram as an operator of information dissemination in Russia, therefore the company is required to provide keys to its encryption service to Russia’s Federal Security Service. This is so the FSS can reportedly read the messages of suspected terrorists. On March 20, the Russian communications regulator Roskomnadzor gave Telegram 15 days to comply. This was followed by Durov publicly decrying the order, saying Telegram will stand for freedom and privacy.

“The terrorist threat in Russia will stay at the same level, because extremists will continue to use encrypted communication channels – in other messengers, or through a VPN,” he said according to a report by Reuters.

Durov has long stood by this stance. Back in 2015 at TechCrunch Disrupt San Francisco, Durov revealed that ISIS was using Telegram.

“I think that privacy, ultimately, and the right for privacy is more important than our fear of bad things happening, like terrorism,” he said at the time. “Yes, there’s a war going on in the Middle East. It’s a series of tragic events. But ultimately, the ISIS will always find a way to communicate within themselves. And if any means of communication turns out to be not secure for them, they’ll just switch to another one. So I don’t think we are actually taking part in these activities. I don’t think we should be guilty or feel guilty about it. I still think we’re doing the right thing, protecting our users’ privacy.”

It’s unclear how this block will change Telegram’s plan for a billion-dollar ICO. We’ve reached out to Telegram for comment.

Verizon will start locking its phones right when you buy them

Verizon is locking up its phones.
Verizon is locking up its phones.

Image: Andrew Burton/Getty Images

The days of buying unlocked phones are over.

Verizon is joining other phone carriers in the practice of keeping phones locked for a certain time period after purchase. That means you can’t buy a Verizon phone and start using it on a different network. 

The company says this is a move to prevent phone theft since an unlocked phone that can work on any network is desirable and easier to sell.

In a statement to CNET, a Verizon executive said, “We’re taking steps to combat this theft and reduce fraud. These steps will make our phones exponentially less desirable to criminals.”

We reached out to Verizon for more details about the locking policy.

For now information is scarce: the company will implement the new policy sometime in the spring and has yet to specify how long the locked-out period will be. T-Mobile, Sprint, and AT&T either automatically unlock the phones or have you put in the request once phones are paid off in full and a certain amount of time has passed. For example, AT&T makes you wait at least 60 days. 

Verizon had been required by the FCC to keep most of its phones unlocked (that’s any phone on the 4G LTE network, so a lot of phones), but it seems to have carved out a way to add a locked initial period.

Verizon will auto-unlock phones through a software update once users are eligible, so request forms aren’t necessary. But still, it’s a big change for the network that’s become known for its unlocked devices.

UPDATE: Feb. 12, 2018, 6:17 p.m. PST  Verizon will keep phones locked while they are delivered to stores starting Monday, a Verizon spokesperson said. Once purchased and activated they will unlock. This is an effort to prevent robberies for unopened phones, still in the box. 

Verizon is targeted in particular since it is known for its unlocked inventory. Just this weekend employees were held at gunpoint in an armed robbery in California as four masked men loaded inventory phones into a truck, the spokesperson said.

It won’t be until later this spring that the lock will be extended “for a brief period of time,” the spokesperson said. 

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