updated 10:10 am EDT, Wed May 7, 2014
ISPs not named, but called 'dead last' in customer satisfaction in US
Colorado-based Internet service provider Level 3's Vice President of Content and Media, Mark Taylor, is accusing other ISPs that "happen to rank dead last in customer satisfaction across all industries in the US" of refusing to work with Level 3 to reduce Internet congestion. He claims that the actions of the companies are "deliberately harming the service they deliver to their paying customers."
In a lengthy missive, Taylor details peering arrangements, and why they are important to the Internet as an entity. He wrote that "Level 3 builds a route map of the Internet by connecting its tens of thousands of customers together and allowing them to communicate. So a Level 3 customer in Hong Kong can communicate with a Level 3 customer in Sao Paulo. But to complete the map we also need to fill in interconnection to everyone who isn't a direct Level 3 customer, so that our customers can also communicate with those who are not our customers."
The average utilization across Level 3's 51 peers, connected in 45 cities, is 36 percent. However, 12 of the 1,360 ports are consistently loaded over 90 percent, which induces packet loss and resultant service slowdown in traffic passing through the congested areas of the network.
Level 3 claims to be working on peering agreements with six of the 12 port providers. However, the other six are refusing to work with the ISP.
"Five of those congested peers are in the United States, and one is in Europe," Taylor said. "There are none in any other part of the world. All six are large broadband consumer networks with a dominant or exclusive market share in their local market. In countries or markets where consumers have multiple broadband choices -- like the UK -- there are no congested peers."
Taylor did not name the ISPs specifically. However, he did link to the American Customer Satisfaction index which lists Comcast, Charter, Cox, Verizon, Cablevision, Time Warner, and Verizon consistently as the worst-ranked Internet provider companies in the US.