Private company to take charge of Tacoma’s Click network. What about competitor’s customers?
Amid all the coronavirus/COVID-19 disruption of recent weeks, another significant change is coming this week to Tacoma.
As of April 1, the handoff of operational control of Tacoma’s municipally owned and operated Click Network to Rainier Connect from Tacoma Public Utilities becomes official.
Advanced Stream, the other operator on the Click network providing internet and phone service, saw its contract with the city of Tacoma to operate on the network expire at 11:59 p.m. Monday. As of Monday evening, the company had not yet reached an agreement with Rainier Connect to operate on the open access network now managed by Rainier Connect.
The lack of agreement led to even more confusion among Advanced Stream customers, as Rainier Connect and the TPU reminded them they would need to switch providers in the absence of a deal.
Notices from Advanced Stream to customers, however, indicated no action as of yet was required on their customers’ part, even as late as March 28.
The resulting confusion has been evident this month on Rainier Connect’s Facebook page.
“My provider is Advanced Stream, are you saying they will no longer exist on the Click network? They seem to think they will,” wrote one.
“Most of your wording on these matters are vague and you are poaching customers who are happy with Advanced Stream by scare tactics,” wrote another.
The handoff of Click to Rainier Connect has been in the works for more than a year, after the city, which had already faced a lengthy legal challenge over ratepayer subsidies, ultimately declared it could no longer afford to maintain operating it as a cable and wholesale internet provider.
After rounds of public meetings, lawsuits and the ultimate approval of the new Click operating agreement in November, push back has persisted among a tight band of Click’s supporters, including Advanced Stream CEO Mitchell Shook and others, that the city was offloading an essential service to a private company that would ultimately result in higher costs for them, without a city-wide vote.
The city and Rainier Connect have consistently rejected that characterization, and TPU reiterated in a news release Monday that it continued to own the network even after the handoff.
“Rainier Connect was selected following an extensive selection process to identify an operating partner for the publicly owned network. TPU through Tacoma Power will continue to own the network. The two organizations are committed to ensuring there is no interruption of service during the transition,” TPU said.
Rainier Connect CEO Brian Haynes also issued a message, posted on Rainier Connect’s website, along with an FAQ for customers:
“I’m proud that after deliberating the merits of each of the proposals submitted, Rainier Connect earned the right to provide service to you. It is a responsibility we take very seriously. ... For now, we are focused on a seamless transition, and a strong, healthy network that can meet your needs.”
Rainier Connect said on its website: “All Internet Service Providers were provided notice before the end of 2019 that service contracts with Click! Cable TV would not be renewed and/or would expire on or before March 31, 2020. You may have received a letter from Tacoma Public Utilities with additional information the first week of March. It is the responsibility of your service provider to notify you of any changes to the service they provide, and we do not have access to your account information unless you are our customer. We are no longer in discussions with other providers on the network and all services will need to move to Rainier Connect.”
Compare that with what Advanced Stream has told customers.
In an email dated March 28, Shook wrote to his customers that “there is no need to cancel or transfer your Internet or phone services, by switching to another provider, at this time. ... Advanced Stream is hopeful the new operator will provide us with an agreement on March 30th — to continue supporting your Internet, phone and email services.”
The first notification to customers from TPU was dated March 6, the second on March 13 and the third on March 26, all reminding customers that there was still no agreement with Advanced Stream.
Tacoma Public Utilities’ director Jackie Flowers told The News Tribune on Monday that Rainier Connect had signed a “Keep Americans Connected” pledge on March 13, and “as part of that they are allowing customers to have access to internet regardless if they have an account or inability to pay.”
Flowers added: “We want to articulate that the staff at Click and TPU are coordinating with Rainier Connect that all cable and internet accounts are active through transition.”
TPU, in a news release issued Monday afternoon, said: “After ongoing negotiations and publication of Rainier Connect’s open access programs, there is not currently an agreement between Advanced Stream and Rainier Connect. At this point, the City is preparing to transition all cable customers to the new operator per the agreement signed November 5, 2019.
“Rainier Connect Internet customers will remain Rainier Connect customers. Rainier Connect has also agreed to allow Advanced Stream customers a grace period during which they will continue to receive Internet services while they transition to a new Internet provider.”
Rainier Connect reiterated that in response to emailed questions from The News Tribune.
“Whether customers have established an account with us already or have not done so yet, Rainier Connect will not disconnect their services during the transition,” wrote Lorie Hills, sales and marketing manager for Rainier Connect. “We have established a transition grace period to help support a smooth process.
“After April 1, Rainier Connect will begin reaching out to customers on the network so that they are able to transition their account as easily as possible.”
For Advanced Stream customers, email and phone service also are at issue during the changeover.
According to TPU’s news release from Monday: “Customers who receive services other than Internet or cable through one of the previous Click! Network ISP providers, Advanced Stream, such as e-mail or voice (telephone) services, should contact Advanced Stream directly to determine if they will continue to provide these other services after March 30.
“The City’s understanding is that Advanced Stream has the ability to continue its customers’ e-mail and voice (telephone) services during this transition period, and the City hopes that Advanced Stream will make every possible effort to keep those services going during this public health crisis.”
Shook, in his email dated March 28, said: “Let’s see what Monday brings. Regardless, the City of Tacoma has assured us there will be a grace period for transferring services. Your vital Internet and Phone services will not be interrupted.”
Reached Monday evening, Shook told The News Tribune there was still no deal for his company to continue operating on the network.
Rainier Connect, for its part, has been running. special “Switch & Save” offer to encourage people to join. The program ends March 31.
“For anyone who doesn’t take advantage of Switch & Save, we have worked very hard to create product offers (packages for Internet, phone and video services) that are competitive for our area and that meet the requirements of the City and TPU to ensure equitable access and affordable options for people at every budget,” Hills wrote.
Hills acknowledged the switchover happening at a time when everyone’s lives have already been disrupted because of COVID-19.
“We are acutely aware of the dependence people have on these services, especially now. I want to reassure you, as we are reassuring our customers, we are doing everything we can to improve and strengthen the network to empower people to stay informed, stay connected and to be safe in their social distancing at home,” Hills said. “During this unprecedented disruption to daily life caused by COVID-19, we know how critical it is to remain focused on the dynamic situation and safeguarding public health and safety.”
This story was originally published March 31, 2020 at 12:00 PM.
