Incumbents using COVID-19 to tamper with procedures, CNOC, TekSavvy claim

The Canadian Network Operators Consortium (CNOC) and TekSavvy Solutions Inc. are alleging that the incumbent telecoms from whom they purchase wholesale high-speed internet access are making changes to their installation and repair procedures in the wake of the disruption caused by the COVID-19 pandemic. In a letter sent to the CRTC Thursday, TekSavvy and CNOC argue that these changes amount to unilateral tampering with regulated procedures by the incumbents. "We are concerned," the letter reads, "that in the rush to develop new processes to mitigate risk related to COVID-19, wholesale HSA service providers are unilaterally changing regulated processes or processes that are necessary to deliver regulated services." CNOC and TekSavvy are also asking the commission to "remind all HSA service providers that all regulatory obligations continue to apply throughout the duration of the COVID-19 pandemic." Pandemic-related changes to processes, TekSavvy and CNOC assert, should be filed with the regulator, with an explanation of why the processes are changing, as well as if the incumbents are making changes to their own retail services that are not also made for wholesale customers. According to the letter, the incumbents have made changes such as "the implementation of new customer screening measures, new installation and repair procedures, new timelines for installation and repair activities following a failed install or repair and stop sells on specific wholesale HSA service speeds." TekSavvy declined to provide the notices detailing the procedural changes sent out by the incumbents, saying they were confidential between the providers, but in the letter the company and CNOC say that they "have also seen significant increases in how long it takes HSA service providers to process our service orders, while some carriers have apparently extended self-install options for their retail services in order to continue to install retail services while mitigating risks of physical contact." They say these changes have the effect of favouring the incumbent's retail customers, given technicians' increased discretion when answering service calls. "It is," they conclude, "crucial that Canadians receive the same installation and repair time frames, ordering procedures, service availability, and access to self-installation options or other improved services without regard to whether they are served by an incumbent or a competitive Internet service provider." The letter from TekSavvy and CNOC came the same day that Conservative Industry critic Michelle Rempel Garner called on Innovation Minister Navdeep Bains and the CRTC to uphold the regulator's August ruling on wholesale rates using an emergency order, citing layoffs at smaller ISPs.

Incumbents using COVID-19 to tamper with procedures, CNOC, TekSavvy claim

Brief | April 9, 2020

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Incumbents using COVID-19 to tamper with procedures, CNOC, TekSavvy claim

Brief | April 9, 2020

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