With the start of the new year, the first residents of Mason are getting their hookups to fiber internet service – but achieving the goal of high speed internet isn’t always easy, as multiple residents reported installation technicians chronically late or missing appointments all together.
Though Mason got a later start than towns like Dublin and Rindge, which are also both in the midst of a town-wide fiber internet infrastructure build, Mason residents are among the first to get their internet hook ups. That’s mainly due to the way the projects are funded.
Both Dublin and Rindge paid for a fiber infrastructure build in their towns through a bond approved during their March 2020 Town Meetings. In both towns, as well as in Mason, Consolidated Communications won the contract for the build. But in Rindge and Dublin, the company had a longer timeline to complete construction.
Mason was taking the steps to prepare to pitch a broadband buildout to Town Meeting in 2021, with a similar premise as Dublin and Rindge, but before they reached that point, they were selected to be part of a broadband project using grant funding from coronavirus relief received by Consolidated Communications. However, that grant money came with a tighter turn around, and Consolidated Communications had to complete infrastructure construction by Dec. 15.
Now, as of the first week of January, customers are getting their promised high-speed internet.
Or, they were supposed to.
While some customers have reported that they had their installation appointments without any problem, and are now enjoying their high-speed hook ups, the Mason Broadband Committee also started receiving a large number of complaints from residents who set up an installation appointment with Consolidated Communications, only for their technician to not show up.
Chuck Andersen of Scripps Lane said he and his wife initially were scheduled for an installation appointment as far back as Dec. 31 – but the day came and went with no technician arriving. Consolidated Communications made a follow-up appointment for Jan. 2, but again, no technician. One more attempt at an appointment, this time for Jan. 4, and Andersen said a technician finally arrived at 7 p.m., only to tell him that the fiber cable hadn’t been strung down his road yet, and installation wasn’t possible.
Andersen said he’s retired, and didn’t have to take off work for each promised installation date, but it was still frustrating to have to put off all other appointments, only to have nothing come of it. Technicians were on his property on Thursday, and he said he had hope that the fourth time’s the charm.
The Broadband Committee has put out a survey requesting residents who have had issues with their hook-up, so that the committee can communicate with Consolidated Communications on the town’s behalf.
Select Board member Charlie Moser said the board is aware of the issues, but so far has left the communication with Consolidated Communications about the issues between private citizens and the town’s Broadband Committee, saying the committee has been very responsive to the issues and communicating with the public.
Moser said that while there have been individual issues with appointment times, as a whole, the project has proceeded along at its promised pace. In fact, Consolidated Communications originally estimated it wouldn’t be able to begin the installation process until later in January.
“Overall, we are pleased with the pace,” Moser said. Moser said he himself will be signing up for broadband, and has received a quote from Consolidated Communications to upgrade his service, but has not made an installation appointment yet.
“I’m a patient one, when they get here, they’ll get here,” Moser said.
Some residents, like Daein Ballard of Townsend Road, said they did not have any issues with the installation of their new high speed internet.
Ballard’s wife works from home, he said, and their previous internet wasn’t sufficient.
“I know a lot of people have had issues with their appointments, but ours went just fine, and we’re hooked up, and the difference is night and day,” Ballard said. “We have five kids and they all have devices, and before, if one person was using it, no one else could.”
Ballard said the transition hasn’t been completely seamless. He said the internet has dropped three times in the week since it was installed, though it was easily fixed by resetting their modem, and he said speed tests have indicated the family isn’t receiving the entirety of the 1 gigabit service they’re paying for. However, he said, the difference is still dramatic.
“I don’t know any other provider in town that can provide better service, and it’s a huge relief to have internet that works. It makes a huge difference,” he said.
Moser said he is eagerly anticipating the day when the entire town is covered by fiber.
“It’s going to be a real economic benefit for the town. It will allow people who work from home to be able to work more effectively. For years, we’ve had people move into town without really investigating the internet options, and I won’t miss those complaints,” Moser said.