REPORT ON CABLE TELEVISION-RELATED NEEDS AND INTERESTS ASCERTAINMENT FOR CALVERT COUNTY, MARYLAND

Transcription

1 EXHIBITS REPORT ON CABLE TELEVISION-RELATED NEEDS AND INTERESTS ASCERTAINMENT FOR CALVERT COUNTY, MARYLAND CBG Communications, Inc. Thomas G. Robinson, President Dick Nielsen, Senior Engineer and Constance Ledoux Book, Ph. D. Telecommunications Research Corporation and Carson Hamlin Media Integration Specialist and Cohen Law Group CBG Communications, Inc.

2 Table of Contents EXHIBITS: Exhibit A.1 Calvert County Cable Television Residential Subscriber/Non-Subscriber Written Survey Markup Exhibit A.2 Calvert County Cable Television Targeted Residential Subscriber/Non-Subscriber Written Survey Markup Exhibit B Calvert County PEG Access Equipment and Facilities Needs Spreadsheets Exhibit C Calvert County Proposed Extension of County Network via Comcast I-Net Fiber Exhibit D Calvert County Comcast Physical Plant Random and Non-Random Sample Audit Findings Spreadsheets Table of Contents i CBG Communications, Inc.

3 EXHIBIT A.1 CALVERT COUNTY CABLE TELEVISION RESIDENTIAL SUBSCRIBER/NON-SUBSCRIBER WRITTEN SURVEY MARKUP Exhibit A.1 CBG Communications, Inc.

4 EXHIBIT A.1 CALVERT COUNTY MARYLAND CABLE TELEVISION RESIDENTIAL WRITTEN SURVEY (N=700) Dear Calvert County Resident: Calvert County wants your input about cable television service -- whether or not you are a subscriber. Comcast has applied for renewal of its franchise in the county. Understanding your needs and interests as they relate to cable services is important to us so we can make an effective decision for our citizens. Please have the person in your household involved in cable television decisions complete the following survey. Take a few minutes to let us know how members of your household feel about these issues. Please return the survey by Dec. 7, 2016 in the enclosed pre-paid envelope. All individual responses will remain anonymous. If you have any questions, please contact Calvert County s Department of Technology Services, at Does your household currently subscribe to Comcast cable television services? 1 76% Yes, I have Comcast cable service (Go to Question 3) (N=534) 24% No (Continue) (N=166) 2. For what reasons are you NOT currently subscribing to Comcast cable television service? (Mark all that apply) (N=24%/166) 48% Cost 17% Service issues 6% Object to programming 27% Had, but disconnected 9% Do not want cable TV 2% Do not watch TV 12% Never subscribed 56% Have satellite service (Dish, DirecTV) 18% Not available (If marked, please indicate your street or road/block or neighborhood) (N=28) Breeden Road, Lusby MD (No one on McQueen, Breeden or Marsh Lane has Comcast) and Sawbit Cove Rd, Lusby MD Trueman Rd., Lusby, MD E. Mt Harmony Rd, Owings MD Turner Rd Gray's Road, Prince Frederick MD Dunn Rd Balls Braveyard Rd, Port Republic Riverside Drive, Prince Frederick Buena Vista Rd, Pr. Fred Hallowing Point Road, Prince Frederick MD Julie Ct, St. Leonard, MD Hallowing Point Road Barstow Road, Prince Frederick Barston Road, Prince Frederick, MD Pardoe Rd. The cost to get it back on the farm cost us thousands Howes RD, Dunkirk, MD Appalling, no cable was run down Camp Conoy Road Camp Conoy Road (Comcast refuses to run cable to my residence) Drum Point Lancaster Dr., St. Leonard, MD Lancaster Drive, St. 1 Three respondents chose to only provide comments on their returned survey. Exhibit A A.1-1 CBG Communications.com

5 Leonard Marshall Road Marshall Road, Saint Leonard McQueen/Breeden in Lusby Not available at my house Parran Road Riverside Dr., Prince Fred., MD Sollers Wharf Rd Too many complaints from those who have it bundle pack at 2-3 usually work, poor service, poor framing, poor management and over charge Would cost over $10,000 to hook up to cable 14% Other: (describe) (N=21) $8000 connect fee, ha, ha, their quote cypress Rd, k+ to install service, appx 1300 Ft from Rd Antennae- bill after installation: $0 :) Attempting to become more intelligent by not watching TV Can't tell me explicitly how much fees and taxes are Dislike customer service Have not had TV for 25 years Have several friends who are not satisfied with Comcast It was out more than on It would've taken several weeks to come out and set it up. It was faster to install dish. I'm waiting for comcast to install underground wiring for the Xfinity internet service Lived here 30 years, still not available! Why? $$$ No a la cart select too many info channels No tv service Service sucks The channels i would watch, i can get on Netflix or PBS Too expensive- they like to lock in a bundle, that s after 33 year a subscriber Too far away from main road Use an antenna Use Hulu and Netflix over internet to save money Very expensive DirecTV or dish plus service is better We hated Comcast service representatives, very rude We live at camp Coney road in Lusby and would like cable service We stream Netflix, Hulu, CW, and other TV We tried thru several calls and visits, to have an invalid charge removed from our bill to no avail. I decided not to deal with a company any more with such poor business practices We would consider again if there was FiOS in our area We would love to get it! a. As a non-comcast cable television subscriber, do you have any of Comcast s other services? (N=156) 50% Xfinity Internet service 2 13% Xfinity telephone service 37% None 2 Do you have Xfinity Internet service is asked again in Q.29 and internet service is further detailed in Q.29 Exhibit A A.1-2 CBG Communications.com

6 Non-Comcast subscribers, please go to Question 29 QUESTIONS FOR COMCAST CABLE TELEVISION SUBSCRIBERS 3. How long have you subscribed to Comcast cable television service in Calvert County? Range: 0.15 months 31 years Mean: 13.1 years Mode: 20 years a. What services do you currently receive from Comcast? (Mark all that apply) (N=534) 9% Comcast Limited Basic TV Service (10 Channels + local programming only) 9% Xfinity Digital Economy TV Service (45+) 13% Xfinity Digital Starter TV Service (140+) 37% Xfinity Digital Preferred TV Service (220+) 23% Xfinity Digital Premier TV (260+) or higher tier of service 26% Premium channels (HBO, Showtime, etc.) 13% Other: (Describe) (N=68) Top 6 Responses 1. Xfinity Bundle - TV, Phone, Internet (N=33) 2. Xfinity TV and Internet (N=30) 3. Xfinity Bundle Services (not specific) (N=7) 4. Xfinity TV and Phone (N=4) 5. Xfinity Blast Internet Only (N=4) 6. Xfinity TV and Sports and Entertainment Package (N=4) 4. How much do you pay each month for the cable services indicated above? Range: $2 $390 Mean: $ Mode: $ Are there any cable programs or types of programs not available you would like Comcast to add? 22% Yes 78% No If "Yes, "please indicate: (full list at end of mark-up) (N=95) Top 8 Responses 1. NFL Sports Channel (N=13) 2. Baltimore HD Channels (N=4) 3. RFD TV (N=6) 4. Science/Nation Geographic Channel (N=5) 5. Military Channel (N=4) 6. CMT Channel (N=3) 7. NASA TV (N=3) 8. Sundance (N=3) Exhibit A A.1-3 CBG Communications.com

7 6. Overall, how would you describe your level of satisfaction with your current cable service(s)? (Circle #) (N=506) Very Satisfied Satisfied Dissatisfied Very Dissatisfied 11% 51% 27% 11% 7. If you indicated anything less than Very Satisfied, is there anything Comcast could do to improve your level of satisfaction with its cable services? (N=395) Customer Service Top 7 Responses 1. Lower cost (N=187) 2. Better reception (N=37) 3. Better customer service (N=31) 4. A la Carte channels (N=19) 5. Stop raising the price (N=18) 6. Better Internet (N=15) 7. More Competition (N=11) 8. How satisfied have you been with each of the following cable service features this last year? (Circle #) Comcast Service Characteristics Very Satisfied Satisfied Dissatisfied Very Dissatisfied Exhibit A A.1-4 CBG Communications.com Don't Know/ Not Applicable Quality of picture 38% 50% 8% 3% 1% Quality of sound 39% 52% 7% 2% 1% Variety of cable programming packages offered 25% 43% 19% 9% 3% Hours the cable company office is open 21% 48% 9% 4% 18% 9. Currently, your local cable office is in Prince Frederick. How important is it to you to have this local office available to you? (Circle #) (N=515) Very Important Important Somewhat Important Not at all Important 49% 22% 20% 9% 10. In the last year, have you had occasion to call Comcast? (N=525) 81% Yes 19% No (If No, go to Question 15) 11. If Yes, why did you place the call? (N=419) Top 10 Responses 1. Poor reception (N=147) 2. Billing issue (N=92) 3. Internet was down (N=39) 4. Cable was out (N=23) 5. Outside line issue (N=21) 6. Change service (N=15) 7. Installation (N=14) 8. Cable box malfunction (N=11) 9. Phone issue (N=9) 10. Upgrade (N=7)

8 12. When calling, did you receive a busy signal? (N=398) 9% Yes 91% No 13. Was your call answered by a Comcast customer service representative, including the time you were left on hold, within 30 seconds? (N=422) 24% Yes 56% No 20% Do not Know 14. Was the reason you called resolved in: (N=414) 45% Less than 24 hours 24% 1-2 days 22% More than 2 days 9% Problem is still unresolved 15. The next few questions are about cable signal outages. During the past year, have you ever lost your entire cable signal (all channels) for a period of four hours or more when you still had electricity? (N=500) 39% Yes 61% No (If No, go to Question 19) 16. If Yes, can you estimate how many times you have lost your entire cable signal for a period of four hours or more? (N=172) Range: 1-30 Mean: 3 outages Mode: 2 outages Outages Subscribers Did you contact Comcast's office to notify them of the outage(s)? (N=246) 76% Yes 24% No 18. Rate Comcast s responsiveness to the outage: (Circle #) (N=232) Very Responsive Responsive Unresponsive Very Unresponsive 17% 64% 17% 2% Exhibit A A.1-5 CBG Communications.com

9 19. Has your household had any other technical difficulty with your cable service (i.e., picture quality, audio problems or overall reception)? (N=496) 42% Yes 58% No If Yes, please explain and note specific channels: (Full list is at end of mark-up) (N=205) Top 11 Answers (multiple answers provided) 1. Picture problem (N=95) 2. Outage/Signal loss (N=27) 3. Audio problem (N=27) 4. Cable box/dvr problem (N=23) 5. Internet outages (N=19) 6. Outside cable/equipment problem (N=10) 7. HD channel problems (N=10) 8. All channel problems (N=8) 9. On demand problems (N=6) 10. Some channel problems (N=4) 11. Service issue (N=4) Specific Channels Mentioned Hallmark E-Channel CNN MSNBC Channel 845 and 846 FOX Channels NFL Network Channels in the range of Freeform HBO Starz 300 Channels TBS AMC Exhibit A A.1-6 CBG Communications.com

10 20. Overall, how would you rate the following aspects of communication provided by Comcast? (Circle #) Communication Issues Comcast s ability to explain and address billing questions Comcast s communication with YOU regarding programming changes Comcast s communication with YOU regarding rate changes Comcast's employees helpfulness Very Satisfied Satisfied Dissatisfied Very Dissatisfied Don't Know/ Not Applicable 15% 50% 16% 9% 11% 11% 48% 18% 7% 15% 9% 34% 26% 20% 11% 20% 49% 19% 6% 6% 21. If you have had a service call or service installation in the last year, please indicate. (Circle #) (N=300) If not, go to Question 22 Service/Installation Issues Very Satisfied Satisfied Dissatisfied Very Dissatisfied Don't Know/ Not Applicable The available times for service or installation 19% 46% 14% 4% 18% The arrival time of the service technician 23% 45% 9% 3% 19% The ability of the technician to resolve the installation or service issue 24% 39% 10% 7% 19% The ability of the technician to explain your subscribing options 18% 32% 13% 6% 31% The professionalism of the technician 31% 43% 6% 2% 18% Respect for your property demonstrated by the service technician 31% 43% 3% 3% 20% Community Programming (also known as Public, Educational and Government Access Programming) Comcast cable subscribers are currently provided local community, government and education programming on Channel 6, Calvert County s public access cable channel. A variety of local programming is shown on Channel 6, including information on county government services and initiatives, Board of County Commissioners' and Board of Education meetings, public hearings and religious programs. The range of programming typically depends upon local interests and funding, and programs may be produced by local government, schools, organizations and individuals. 22. How often do you watch programming that appears on Calvert County Public Access Channel 6? (N=510) (Check appropriate box) 3% 5 hours or more per week 6% Less than 5 hours per week, but on a weekly basis 14% Once or twice per month 21% Once or twice a year (Go to Question 24) 42% Never (Go to Question 24) 4% Do not know (Go to Question 24) 10% I was not aware that the channel was on the cable system (Go to Question 26) Exhibit A A.1-7 CBG Communications.com

11 23. Please consider the community programming you have seen on Public Access Channel 6. (Circle #) Public Access TV Channel 6 Excellent Good Fair Poor Don't Know/ Not Applicable Picture quality 12% 43% 24% 5% 17% Sound quality 9% 42% 23% 9% 17% Informational value 14% 45% 19% 4% 17% Entertainment value 9% 36% 21% 12% 22% 24. What kind of programming would you like to see more of on Public Access Channel 6? (Check all that apply) (N=534) 25% Public safety information 14% Higher education programs 15%Government meetings 33% Special events & activities 16% K-12 school events & activities 25% Local sports 13% Local arts 38% Community news 8% Local business programming 14% Local senior citizen programs 25% Local historical programming 22% Health/wellness programs 4% Other: (please explain) Open Responses (N=18) Advance notice of infrastructure changes in Southern Maryland All of the above Antique roadshow College type courses, from Community College, MD UNV Examples would be announcement of the new Calvert County sport of "pickleball" High school sports I like what the CCSO put about holiday safety Info: re: Outages Insight to County Government Just emergency programs only League of Women Voters forum, since they are non-partisan Local cooking Local history about Maryland Local history/fishing reports/weekend activities Local weather. Especially during storms No more church programming These selections, in my opinion, would get more viewers Police reports 25. How important is it to you that a portion of your future cable bill goes to specifically support local community programming on Public Access Channel 6? (Circle #) (N=457) Very Important Important Somewhat Important Not at all Important 12% 22% 32% 34% Exhibit A A.1-8 CBG Communications.com

12 26. Public Access Channel 6 operates a local community access studio for television program production by county residents at no charge. Are you aware of this opportunity? (N=504) 16% Yes 84% No (If No, go to Question 28) 27. Have you ever used the Public Access Channel 6 studio, portable equipment or taken part in an access program? 11% Yes 89% No If Yes, how have you used the Public Access Channel 6 facility? Open Responses (N=7) Comcast Spotlight Election results, county jobs/employment Filmed shows there years ago. Nothing recently Interviewed Participated in a local commercial To air Christmas parade To promote Habitat for Humanity 28. How valuable would it be to you for the local public access channel to have the following features on the cable system? (Circle #) Local Community Programming Very Valuable Valuable Somewhat Valuable Not at all Valuable Don't Know/ Not Applicable Information provided on the program guide/menu 21% 32% 19% 14% 14% Programming in high definition (HD) 16% 22% 23% 21% 18% Programming provided on-demand 18% 25% 20% 19% 18% Exhibit A A.1-9 CBG Communications.com

13 Questions for Everyone 29. Which of the following high-speed Internet services do you use at home? (N=700) 78% Xfinity high-speed Internet service (N=543) (88% Subscribers (N=469)/ 45% Non-Subscribers (N=74)) 7% Other high-speed Internet provider (N=48) (please indicate your provider): (4% Subscribers (N=20)/ 17% Non-Subscribers (N=28)) Top 3 answers 1. Verizon (41) 2. AT&T (N=2) 3. Hughes Net (N=2) 7% I have Internet access, but it is not high speed (N=49) (please indicate why you don t have high-speed Internet at your home): (3% Subscribers (N=14)/ 21% Non-Subscribers (N=35)) Open Responses As is fine Comcast Cost (N=4) Don't need high speed (N=2) Hughes Net Satellite ISP (N=2) We have HughesNet because it is the only option Internet essentials Internet through phone Ask them, though my router seems quick enough for me Companies not available due to long driveway, if it is, it is probably too costly to lay lines It's not available Neither Comcast or Verizon will give us access No access to cable-high speed No cable, use Verizon Wi-Fi, not good for streaming, expensive No high-speed access Not available Not available (FiOS) Not available on road Not available through Verizon and Comcast is too high Not available, use a hotspot Not available, Verizon DSL Verizon not available Verizon refuses to connect me to its high-speed internet service Verizon/no DSL or FiOS available Verizon claims to be high speed but is more like dial up, slow, hang ups, freezes, and sometimes unavailable Have "high speed" Verizon but it is inadequate at times Verizon (N=5) Verizon DSL (N=2) Verizon DSL. It's terrible Verizon is slow Verizon MiFi Exhibit A A.1-10 CBG Communications.com

14 Verizon Mobile broadband We have Dial up from Verizon. It sucks! We pay for Xfinity Internet blast and it is slow, not "high speed" 6% I do not have Internet access at home (N=39) (please indicate why)(go to Question 31) (4% Subscribers (N=19)/ 12% Non-Subscribers (N=20)) Open Responses Can't afford, fixed income, retired Comcast is my only option and I refuse to use them Cost (N=3) Do not use internet, no computer, retired, etc Don t have a computer (N=6) Have data plan with Sprint My wife works for one of the Tri-Co. I.T. divisions and won't allow a computer in our home No high-speed internet access is available. I have limited options which are cost prohibitive. Satellite/Cell Not available Not wanted (N=3) Phone internet AT&T Relying on cell phone data plan Service rate Verizon Wifi is not dependable and very expensive We are waiting for Comcast to come out to start Xfinity. I've been waiting 3 weeks, the service is HORRIBLE We tried Dish Satellite Internet but the speed was very slow. We currently use our 4G data through Verizon wireless With Comcast, I started with Verizon and didn't change 2% No response (N=16) (3% Subscribers (N=14)/ 1% Non-Subscribers (N=2)) 30. How satisfied have you been with each of the following aspects of your Internet service? (Circle #) Internet Service Issues Very Satisfied Satisfied Dissatisfied Very Dissatisfied Don't Know/ Not Applicable Speed of connection 20% 53% 19% 7% 1% Internet service rates 8% 35% 35% 20% 2% Billing practices 11% 51% 23% 12% 3% System reliability (disconnects or outages) 13% 54% 18% 12% 2% Customer service representatives' knowledge and courteousness Installation technicians' ability and courteousness 19% 49% 14% 8% 11% 24% 46% 7% 3% 21% Exhibit A A.1-11 CBG Communications.com

15 Demographics 31. ZIP code Top 9 Responses (N=187) (N=127) (N=73) (N=71) (N=57) (N=48) (N=34) (N=32) (N=20) 32. Estimated annual household income (optional) Non-Response Rate = 72% Range: $50 - $500,000 Average: $127, Mode: $100, % Own 5% Rent 6% No Response 34. Do you have children in the home? 37% Yes 55% No 8% No Response % Male 40% Female 18% No Response 36. Highest grade/degree completed 18% High School 5% Technical School 8% Some College 29% College 18% Masters 4% Doctorate/MD/DMD/JD 18% No Response 37. Race (optional) Non-Response Rate = 62% 2% African American 36% Caucasian 0.2% Hispanic/Latino 0.1% Asian-American 0.1% Biracial 0.4% Other 38. How old were you on your last birthday? Non-Response Rate = 17% Range: years old Average: 56.5 years old Mode: 50, 56, 60 (N=21) Exhibit A A.1-12 CBG Communications.com

16 39. How long have you lived in Calvert County? Range: 0.50 months 85 years Average: 23.5 years Mode: 20 years 40. If you have any additional comments regarding Comcast and its services, please include them in the space provided below: (N=283/40%) Top 10 First Response (N=195) 1. Cost too high 27% 2. Comcast is a monopoly/only choice 21% 3. Want FIOS 4% 4. Want a la carte programming option 3% 5. Stop raising price 3% 6. Like Comcast cable 3% 7. Need better customer service 3% 8. Need faster Internet 3% 9. Need better reception 2% 10. Don t outsource customer service 2% Exhibit A A.1-13 CBG Communications.com

17 Full list of survey responses for specific survey questions. Q5. Are there any cable programs or types of programs not available you would like Comcast to add? If Yes please indicate , 40-HBO, Cinemax channels isn't enough A variety of channels Add tennis channel to the sports package, I could lower my cost Animee Network, More Science channels Apt for Roku or Amazon TV Baltimore Channels in HD (2) ESPNU Be able to pick the few I do watch Better football channel to get broncos and chiefs Better internet, fiber optics Boomerang Channel Boxing (with no charge) Channel 45 Fox in Baltimore (2) CW/Baltimore Cheaper internet options Christian Broadcasting CMT (3) Mil. History Movies, HBO Deutsche Welle, Germany Info DIY Dogtv, catholictv Epix ESPNU for Univ MD games not on BTN or other ESPN, etc Farm channel Free sports FSII HGTV, SPEED Hunting Show International News Network Internet and cable packages Let people choose the programs Military Channel (4) More channels on the starter More choices for small packages More family and educational channels, all with less profanity, need less music More free movie channels More HD channels; i.e. Cooking channels More history/science; less reality and sex More kid channels More local information/news a "Calvert County" station Exhibit A A.1-14 CBG Communications.com

18 More news (One America News); NFL Sunday Ticket More programming from Britain My package was supposed to have DVR NASA channel (3) Nature and reality (ie Nat Geo, historical, living of alternative lifestyles in nature like homesteading, plus animal lifestyles and survival) Netflix (2) NFL Network NFL Sports pkg Daredevil NFL Sunday Ticket (5) Gigabit internet Nick Jr ONN-One News Network Pittsburgh Steelers Games Professional Bull Riding (PBR)-Sewing RFD-TV (6) Science Channel/ National Geographic (2) X1 Service SEC Network (2) Showtime all premium channels Simpler package of only channels we use Speed Channel Sports package as part of my package (2) Sundance HD (2) Sundown Ticket Tennis Channel They leverage channels to raise bill/programs disappear TNT was removed Tour of duty miniseries Verizon Wooden boats and educational Would like ESPN in package, not in + $30/month Would like to buy football games You have to buy the premium package to get popular kids tv Q.19. Has your household had any other technical difficulty with your cable service (i.e., picture quality, audio problems or overall reception)? If Yes, please explain and note specific channels: Black picture, frozen picture, static display CNN picture quality CNN, MSNBC, had to wait for picture During the 2016 major league baseball season, the picture on channels 845 and 846 freeze up frequently Few days with poor service Fox 5 "blips" Fuzzy picture with newer style TV Had a bad picture, charged $10.00 service charge Interference on several "800" channels Exhibit A A.1-15 CBG Communications.com

19 It freezes from home to home, or pic is pixeled NFL network, signal cuts out or picture freezes No picture or fuzzy picture Occasional pixelation on main channel Occasional stutters with pixelation, very brief, any channel Our entire neighborhood had a problem with cable quality for about 2-3 months. Periodic bad picture reception and freezing Picture breaks up at times Picture cutting in and out. Cable phone not taking messages Picture distortion at times Picture freeze, 2 am updates turns off to and takes a while to come back on Picture gets pixel-y Picture has been spotty Picture looks like a puzzle several times a day. Comcast was supposed to mail new boxes two times now and six months later, still do not have them Picture quality (3) Picture quality at times. Picture breaks up Picture quality for subreceiver Picture quality is poor Picture quality may fade in and out Picture quality, recordings Picture quality, spotty sometimes Picture wasn't all that, color faded out some sound problems lot of channel outage in the early morning due testing Pixel separation on channels in the range Pixelating (4) Pixelation fairly frequent Pixeled viewing, a few times, several times all in the same hour but less than, or about, once a month Pixels get mixed up Poor picture quality Poor picture quality - pixelation on several channels Quality Reception can get poor Reception is an issue sometimes Reception not good in bedrooms that are away from the modem Signal strength, added correction at pole Some changes, fuzzy, distorted Sometimes picture goes black for a second or two (buffering)? Sometimes picture skips Sometimes unexplained (temporary) HD channels are unavailable but issue usually resolves itself after a short period of time Sudden change from screen shot to lines on the screen There are channels that scramble the picture late evening and weekends - freeform- HBO - Starz Tiling picture # and others at times TV kept freezing up Brief service interruptions, less than 60 seconds Cable down after a storm for short time, box rebooted Cable wasn't working on all TVs in household Going out on occasion Exhibit A A.1-16 CBG Communications.com

20 Intermittent outages during afternoon hours Intermittent and period (2-3 hours) for internet service loss Intermittent outages. Many internet outages! Intermittent signal loss less than two minutes Interrupted service during viewing Local channels goes blank, fox5 mainly No phone line, no internet Occasional signal interruptions Occasionally lose signal for short time Presently, lose picture for 1-2 seconds, maybe 6-8 times daily, normally in the evening Service out on Aug 22, Comcast unable to restore until oct 22, 2016 and they could not explain why Service pops on and off during shows Some days in summer a lot of tiling, so much that sometimes channel goes totally out Sometimes no signal but usually resolved fairly quickly Weak signal at other end of house Yes, signal goes out every night about the same time (3:00 am) for a period of time Audio is sometimes poor Audio out of sync with video Audio problems periodically Audio problems, cuts off and on sometimes Noise in video Occasionally audio problems Occasionally the sound will be unsynchronized from the picture Should increases with commercials, can't hear, even at elevated sound volume The sound goes out for about 2 seconds frequently Volume level is inconsistent on different channels! 2 small black boxes had to be reset by "refresher signal" All the time, the boxes are garbage! Blown fuze in cable box at end of driveway Boxes need to be reset all the time, still hasn't been resolved Cable box has lost signal Cable box was older model and causing poor picture. When Comcast update their system they should have replaced old boxes Computer/phone modem died. Replaced at the office Don't know why remote boxes only have limited capability. If i got it on the main, I ought to get it on the remote boxes (smaller units) DVR boxes function poorly and are unreliable at the times, internet streaming is very poor Gets stuck on channels all the time modem needs to be re-set often Having problems ended up being their box, they replaced it Issues with boxes I've had to reset box and internet Modem, was resolved Multiple error codes, multiple cable boxes had to be reset all 300 channels (HD channels) to Spanish after 5 seconds Needed new box. HD wasn't working New box signal Remotes have issues, boxes freeze internet modem restarts itself Exhibit A A.1-17 CBG Communications.com

21 The cable box went up. So had to replace. It was pretty old box We upgrade to new cable boxes, then for 3 months received messages they were not registered and the reception was not active Bought programs on demand, not being able to "playback" sometimes Demand service not dependable Every once in a while, we get an error code for on demand shows All of the above, HD channels HD channels Internet goes out Internet goes out when watching Netflix. I don't know how you know, but you know Internet issue, bought new equipment Internet issues Internet only Internet problems Internet service interruption Internet service is frequently slow. We can measure the speed and it often is at 30 Gbps when it is supposed to be at 150 Gbps Internet service is terrible Internet services, very slow. Sometimes it good most of the time it s not good very slow Internet signal qos is too variable to effectively support VoIP consistent Ringing of the house phone disconnects internet service Slow internet Slow loading Wifi Wifi buffering All channels - look like satellite pictures-very pixelated All channels - overall reception All channels become pixelated during shows All channels, sound skipping 2-3 seconds Not specific channels just overall, tech problems Picture breaks up, usually followed by complete outage Picture in and out Approximately 2x a year, we experience pixelation and sound distortion and have to call to have "the signal bumped up" Audio and reception Audio issues on commercials and picture in and out Audio vary from channel and pic Distorted picture and sound Intermittent pixelates pictures and sound Overall quality of picture, audio, and reception was getting so bad. Pixelated picture, delaid voice on TV Picture and audio quality degrade every few months, starts with a few channels and spreads to all Picture quality and audio problems Picture quality and sound at times are poor Picture quality, audio problems Picture/sound often blur, hesitate or skip a few beats. Dunno why! Pixelation and no sound Poor picture quality, audio problems Sometimes the picture language goes to Spanish or no sound at all. Exhibit A A.1-18 CBG Communications.com

22 Sound and picture Pixels and audio out for 5-10 sec, varies from channels On some of the receivers, the pixels show and the picture freezes, but not all the time On demand comes in and out TBS from on demand show cut off in the middle HD picture blurs or freezes HD picture quality is horrible. Customer service is not always helpful, have to call back several times to get assistance needed Picture in high def Pixelated picture issues on the digital channels Poor picture quality, all HD channels Specific HD channels not working: AMC, freeform Manly reception and internet signal Pixelated picture on all channels Scrambled channels Wide variety of channel disruptions Loss of on demand feature Loss of high def One TV updates every minutes, and the channel doesn't show during update. Big problems with internet and Wi-Fi but I have no other companies to choose from. Unresolved after cemos of ca Weak signal/weak internet Picture quality on various channels at times Picture quality, several channels are scrambled Pixelating picture at times on certain channels Poor reception on certain channels Some channels were not working Some channels will schedule intermittently Some channels won't work; tech support said that signal to box is weak Unexplained outages, cable box signal, wiring issues Certain channels not available Channels that were available suddenly became unavailable Digital scrambling on various channels (not often) Bad connection outside, when bad, was good Bad equipment needed to be changed Bad receiver x 2 Cable contractor went bad had to be replaced In house wire replacement Issue with previous Comcast wires Low signal level coming into house, caused receivers to not connect The cable will have to be replaced due to age There was an issue with degraded underground cable lines that was resolved fairly quickly (3 days) by Comcast service technicians Channel guide not in-sync with programming Comcast man came, said my TV was bad but it wasn't. Another man fixed it Last service call took 3 months. They kept not showing up. We need heavier line and had to keep calling Occasionally, but service call resolved issues Reduce charge and improve services Exhibit A A.1-19 CBG Communications.com

23 At times, a channel will go out (blank) sometimes changing channels brings it back. Happens on all channels, however I watch outdoor channels lots Don't remember Have Wi-Fi = won t reach to certain places in the house Inability for the TV to "boot up" My phone Not in the past year, but many problems in the past Not understanding how to operate system Other issues but we resolved on our own Phone service fails Telephone Telephone goes out for days at a time We did receive help and problem was attended to. They were ready to help and considerate Exhibit A A.1-20 CBG Communications.com

24 EXHIBIT A.2 CALVERT COUNTY CABLE TELEVISION TARGETED RESIDENTIAL SUBSCRIBER/NON- SUBSCRIBER WRITTEN SURVEY MARKUP Exhibit A.2 CBG Communications, Inc.

25 EXHIBIT A.2 CALVERT COUNTY MARYLAND CABLE TELEVISION TARGETED RESIDENTIAL WRITTEN SURVEY (N=37) Dear Calvert County Resident: Calvert County wants your input about cable television service -- whether or not you are a subscriber. Comcast has applied for renewal of its franchise in the county. Understanding your needs and interests as they relate to cable services is important to us so we can make an effective decision for our citizens. Please have the person in your household involved in cable television decisions complete the following survey. Take a few minutes to let us know how members of your household feel about these issues. Please return the survey by February 3, 2017 in the enclosed pre-paid envelope. All individual responses will remain anonymous. If you have any questions, please contact Calvert County s Department of Technology Services, at Does your household currently subscribe to Comcast cable television services? 35% Yes, I have Comcast cable service (Go to Question 3) (N=13) 65% No (Continue) (N=24) 2. For what reasons are you NOT currently subscribing to Comcast cable television service? (Mark all that apply) (N=24) 8% Cost 4% Service issues 4% Object to programming 13% Had, but disconnected 4% Do not want cable TV 0% Do not watch TV 0% Never subscribed 8% Have satellite service (Dish, DirecTV) 92% Not available (If marked, please indicate your street or road/block or neighborhood) (N=22) McQueen Rd., Lusby Breeden Rd., Lusby Lancaster Dr., Saint Leonard (Lancaster Hills) McQueen Rd., Lusby (N=2) Breeden Rd., Lusby MD McQueen Rd., Lusby MD block St. Johns Chapel Rd., Plane Tree Dr. McQueen Rd, Lusby MD Breeden Rd./McQueen Rd. (N=5) Egret Court Heron Landing Breeden Rd., Lusby St. John s Chapel Rd. Mallard Point Rd., Prince Frederick Potts Point Rd, Huntingtown, MD Old Hickory Way, Huntingtown, MD 14% Other: (describe) (N=4) We as a community tried to have Comcast installed underground, since we have phone and electric underground. Comcast wanted tens of thousands of dollars to do this. Extend service to the many homes here as promised with new franchise. (Breeden Road) They will not provide the service down my road (0.5 miles). Even if service is horrible it s better than nothing. I use a Verizon hotspot. I can t download movies, my data makes it cost prohibitive. (McQueen Rd) Exhibit A A.2-1 CBG Communications.com

26 We have been trying to get Comcast to go the 1.25 miles to our neighborhood. They refuse. I d drop Direct TV and Verizon wireless in a heartbeat. (Mallard Point Road) There are 49 homes in our neighborhood that do not have internet through Comcast. We all have children and public school system internet is mandated for homework. (Potts Point Rd) a. As a non-comcast cable television subscriber, do you have any of Comcast s other services? (N=17) 0% Xfinity Internet service 0% Xfinity telephone service 100% None Non-Comcast subscribers, please go to Question 29 QUESTIONS FOR COMCAST CABLE TELEVISION SUBSCRIBERS 3. How long have you subscribed to Comcast cable television service in Calvert County? (N=13) Range: 10 years 30 years Mean: 11.7 years Mode: 10 years a. What services do you currently receive from Comcast? (Mark all that apply) (N=11) 18% Comcast Limited Basic TV Service (10 Channels + local programming only) (N=2) 18% Xfinity Digital Economy TV Service (45+) (N=2) 9% Xfinity Digital Starter TV Service (140+) (N=1) 36% Xfinity Digital Preferred TV Service (220+) (N=4) 18% Xfinity Digital Premier TV (260+) or higher tier of service (N=2) 27% Premium channels (HBO, Showtime, etc.) (N=3) 36% Other: (Describe) (N=4) Internet Pro Plus Pkg (Digital Economy & Performance Pro Internet) Triple Play Internet Blast 4. How much do you pay each month for the cable services indicated above? (N=13) Range: $89.95 $200 Mean: $ Mode: $ Are there any cable programs or types of programs not available you would like Comcast to add? (N=13) 31% Yes 69% No If "Yes, "please indicate: (N=4) Responses 1. I would like some programs that are included in pricing packages. 2. Channel 40 and Country music 4. CreateTV Exhibit A A.2-2 CBG Communications.com

27 6. Overall, how would you describe your level of satisfaction with your current cable service(s)? (Circle #) (N=12) Very Satisfied Satisfied Dissatisfied Very Dissatisfied 0% 8% 50% 42% 7. If you indicated anything less than Very Satisfied, is there anything Comcast could do to improve your level of satisfaction with its cable services? (N=9) Prices are too high; service has improved over 10 years it is more reliable, but choices and prices are not acceptable. If I want internet only, I d have to pay more than I pay for TV & Internet. Stop increasing the price for watching TV Channels I don t want. They do not tell you when channels are being cut from your package. I can t afford the higher packages. Stop increasing rates, hire competent technicians, and accept responsibility for advice and work of employees. I ve had other service providers in other locations and States I ve lived and Comcast is the Absolute Worst! I work from home on my computer so must have land-based internet and phone service. Please give us options via other companies so rates are better and hopefully service. Competition is a beautiful thing! Repair in a timely manner, stop the incessant voice phone directory, stop raising the bill each year x3. They raise it once at your subscription renewal, and then again for equipment. Service and service and service The cost continues to rise and every 6-12 months. I have called to renegotiate the cost. We have had various outages and still have to pay the outrageous cost for subpar service. Yes, On Demand if you don t watch the program within a certain time frame it either goes away or you have to view it for a fee. Repair the cable plant so we can enjoy service or repair the damaged main line and or whatever has caused our severe issues for years here. Customer Service 8. How satisfied have you been with each of the following cable service features this last year? (Circle #) (N=13) Comcast Service Characteristics Very Satisfied Satisfied Dissatisfied Very Dissatisfied Don't Know/ Not Applicable Quality of picture 8% 62% 23% 8% 0% Quality of sound 8% 69% 15% 8% 0% Variety of cable programming packages offered 0% 31% 38% 31% 0% Hours the cable company office is open 0% 54% 23% 15% 8% 9. Currently, your local cable office is in Prince Frederick. How important is it to you to have this local office available to you? (Circle #) (N=13) Very Important Important Somewhat Important Not at all Important 46% 46% 0% 8% 10. In the last year, have you had occasion to call Comcast? (N=13) 100% Yes 0% No (If No, go to Question 15) Exhibit A A.2-3 CBG Communications.com

28 11. If Yes, why did you place the call? (N=12) 1 st Responses 1. Billing issue (N=3) 2. Cable was out (N=5) 3. Increase in cost of service (N=2) 4. Phone service Bad (N=1) 5. Service Issues (N=1) 12. When calling, did you receive a busy signal? (N=12) 17% Yes 83% No 13. Was your call answered by a Comcast customer service representative, including the time you were left on hold, within 30 seconds? (N=12) 25% Yes 75% No 0% Do not Know 14. Was the reason you called resolved in: (N=12) 25% Less than 24 hours 8% 1-2 days 42% More than 2 days 25% Problem is still unresolved 15. The next few questions are about cable signal outages. During the past year, have you ever lost your entire cable signal (all channels) for a period of four hours or more when you still had electricity? (N=13) 54% Yes 46% No (If No, go to Question 19) 16. If Yes, can you estimate how many times you have lost your entire cable signal for a period of four hours or more? (N=6) There are so many problems it s hard to remember each one Outages Subscribers Did you contact Comcast's office to notify them of the outage(s)? (N=6) 100% Yes 0% No 18. Rate Comcast s responsiveness to the outage: (Circle #) (N=7) Very Responsive Responsive Unresponsive Very Unresponsive 29% 43% 14% 14% Exhibit A A.2-4 CBG Communications.com

29 19. Has your household had any other technical difficulty with your cable service (i.e., picture quality, audio problems or overall reception)? (N=13) 62% Yes 38% No If Yes, please explain and note specific channels: (N=7) Loss of Internet service and On Demand feature Too numerous to remember Picture quality, sound varies from one show to another and commercials Internet up and down Pixilated images. I tried to get X1 and received multiple dysfunctional boxes. Now still have old HD box because something is better than nothing. I had to get a whole new line put in because the picture quality and loss of services was constant. We have outages on all channels and with all services, cable TV, phone and internet, all the time 29 to 31 days in the month of November! 20. Overall, how would you rate the following aspects of communication provided by Comcast? (Circle #) (N=13) Communication Issues Comcast s ability to explain and address billing questions Comcast s communication with YOU regarding programming changes Comcast s communication with YOU regarding rate changes Comcast's employees helpfulness Very Satisfied Satisfied Dissatisfied Very Dissatisfied Don't Know/ Not Applicable 8% 31% 15% 38% 8% 8% 38% 15% 15% 23% 8% 38% 8% 38% 8% 8% 31% 31% 31% 0% Exhibit A A.2-5 CBG Communications.com

30 21. If you have had a service call or service installation in the last year, please indicate. (Circle #) (N=9) If not, go to Question 22 Service/Installation Issues Very Satisfied Satisfied Dissatisfied Very Dissatisfied Don't Know/ Not Applicable The available times for service or installation 22% 33% 22% 11% 11% The arrival time of the service technician 22% 22% 22% 11% 22% The ability of the technician to resolve the installation or service issue 22% 22% 22% 11% 22% The ability of the technician to explain your subscribing options 22% 22% 11% 11% 33% The professionalism of the technician 44% 33% 0% 0% 22% Respect for your property demonstrated by the service technician 33% 33% 0% 11% 22% Community Programming (also known as Public, Educational and Government Access Programming) Comcast cable subscribers are currently provided local community, government and education programming on Channel 6, Calvert County s public access cable channel. A variety of local programming is shown on Channel 6, including information on county government services and initiatives, Board of County Commissioners' and Board of Education meetings, public hearings and religious programs. The range of programming typically depends upon local interests and funding, and programs may be produced by local government, schools, organizations and individuals. 22. How often do you watch programming that appears on Calvert County Public Access Channel 6? (N=13) (Check appropriate box) 0% 5 hours or more per week 23% Less than 5 hours per week, but on a weekly basis 38% Once or twice per month 5 23% Once or twice a year (Go to Question 24) 8% Never (Go to Question 24) 1 0% Do not know (Go to Question 24) 8% I was not aware that the channel was on the cable system (Go to Question 26) 23. Please consider the community programming you have seen on Public Access Channel 6. (Circle #) (N=9) Public Access TV Channel 6 Excellent Good Fair Poor Don't Know/ Not Applicable Picture quality 0% 44% 33% 0% 22% Sound quality 0% 22% 33% 22% 22% Informational value 0% 78% 0% 11% 11% Entertainment value 0% 44% 0% 11% 44% 24. What kind of programming would you like to see more of on Public Access Channel 6? (Check all that apply) (N=12) 42% Public safety information 25% Higher education programs 50%Government meetings 50% Special events & activities 0% K-12 school events & activities 25% Local sports 33% Local arts 83% Community news 0% Local business programming 25% Local senior citizen programs 50% Local historical programming 50% Health/wellness programs 8% Other: (please explain) (N=1) Local News Southern Maryland News Exhibit A A.2-6 CBG Communications.com

31 25. How important is it to you that a portion of your future cable bill goes to specifically support local community programming on Public Access Channel 6? (Circle #) (N=12) Very Important Important Somewhat Important Not at all Important 8% 25% 58% 8% 26. Public Access Channel 6 operates a local community access studio for television program production by county residents at no charge. Are you aware of this opportunity? (N=12) 42% Yes 58% No (If No, go to Question 28) 27. Have you ever used the Public Access Channel 6 studio, portable equipment or taken part in an access program? (N=13) 0% Yes 100% No If Yes, how have you used the Public Access Channel 6 facility? 28. How valuable would it be to you for the local public access channel to have the following features on the cable system? (Circle #) (N=13) Local Community Programming Very Valuable Valuable Somewhat Valuable Not at all Valuable Don't Know/ Not Applicable Information provided on the program guide/menu 38% 31% 31% 0% 0% Programming in high definition (HD) 8% 31% 15% 38% 8% Programming provided on-demand 15% 46% 23% 8% 8% Questions for Everyone 29. Which of the following high-speed Internet services do you use at home? (N=37) 38% Xfinity high-speed Internet service (N=14) (100% Subscribers (N=13)/4% Non-Subscribers (N=1)) 3% Other high-speed Internet provider (N=1) (please indicate your provider): (0% Subscribers (N=0)/4% Non- Subscribers (N=1)) Verizon (1) 38% I have Internet access, but it is not high speed (N=14) (please indicate why you don t have high-speed Internet at your home): (0% Subscribers (N=0)/58% Non-Subscribers (N=14)) Responses Satellite, unable to provide high-speed Not available There is no cable or FiOS available Use Mobile hotspot on Smart phone Sprint 3G/No cost-effective options I use a Verizon hotspot ($210/mo) and AT&T ($165/mo) The only service available is Satellite or Cell/WiFi hot spot Satellite is the only option (HughesNet is horrible) Exhibit A A.2-7 CBG Communications.com

32 High Speed internet is not offered to my house Very poor Verizon signal area. They refuse to add a closer tower. We have satellite internet it is our only option. Verizon wireless is not really high-speed, but no other choice. Verizon DSL (1 Mbs)/FiOS and Comcast Xfinity not available. Satellite internet at a high cost 19% I do not have Internet access at home (N=7) (please indicate why)(go to Question 31) (0% Subscribers (N=0)/29% Non-Subscribers (N=7)) Open Responses Can't afford, fixed income, retired Verizon cannot provide DSL due to the distance from their company. Comcast is not in our neighborhood. Satellite internet is the only option and is entirely too expensive for slow speeds and data limits. Satellite internet is all that is available Because Comcast refuses to provide service. 3% No response (N=1) (0% Subscribers (N=0)/4% Non-Subscribers (N=1)) 30. How satisfied have you been with each of the following aspects of your Internet service? (Circle #) (N=28) Internet Service Issues Very Satisfied Satisfied Dissatisfied Very Dissatisfied Don't Know/ Not Applicable Speed of connection 4% 39% 29% 29% 0% Internet service rates 0% 11% 32% 57% 0% Billing practices 0% 46% 21% 32% 0% System reliability (disconnects or outages) 0% 33% 44% 22% 0% Customer service representatives' knowledge and courteousness Installation technicians' ability and courteousness Demographics 31. ZIP code Responses (N=15) (N=8) (N=6) (N=1) (N=3) (N=1) (N=1) (N=1) 4% 37% 26% 30% 4% 4% 50% 4% 4% 38% Exhibit A A.2-8 CBG Communications.com

33 32. Estimated annual household income (optional) (N=14) Non-Response Rate = 62% Range: $8,400 - $250,000 Average: $128,743 Mode: $160, % Own 8% Rent 8% No Response 34. Do you have children in the home? 49% Yes 43% No 8% No Response % Male 43% Female 16% No Response 36. Highest grade/degree completed 14% High School 3% Technical School 8% Some College 32% College 11% Masters 14% Doctorate/MD/DMD/JD 19% No Response 37. Race (optional) Non-Response Rate = 35% 0% African American 96% Caucasian 0% Hispanic/Latino 0% Asian-American 0% Biracial 4% Other 38. How old were you on your last birthday? (N=32) Non-Response Rate = 14% Range: years old Average: 54.3 years old Mode: How long have you lived in Calvert County? Range: 10 months 78 years Average: 25.5 years Mode: 110 years 40. If you have any additional comments regarding Comcast and its services, please include them in the space provided below: (N=25) Non-Subscriber (N=16) Too Many Price Increases Many homes in this area with no cable service. I ve tried for years, but Comcast will not help. The homeowners were told they d have to pay over $20,000 to have the service put in with the electric lines that were recently buried. They wanted us to pay to have it installed. Very dissatisfied I can t get cable after 15 years in my house! (McQueen Rd.) Exhibit A A.2-9 CBG Communications.com