BROADBAND SURVEY RESULTS Morgan County, WV

DESIGN NINE broadband planners TABLE OF CONTENTS

Residential Broadband Survey Results ______1 DISTRIBUTION OF SURVEY RESPONSES ______2 RESIDENTIAL SURVEY SUMMARY DATA ______3 Business Broadband Survey Results ______14 DISTRIBUTION OF SURVEY RESPONSES ______15 BUSINESS SURVEY SUMMARY DATA ______16 Appendix A: Other types of Internet Uses ______27 Appendix B: Other Comments from the Residential Survey ______30

Disclaimer The telecommunications business is continually evolving. We have made our best effort to apply our experience and knowledge to the business and technical information contained herein. We believe the data we have presented at this point in time to be accurate and to be representative of the current state of the telecommunications industry. Design Nine, Inc. presents this information solely for planning purposes. This document is not intended to be a replacement for formal engineering studies that are normally required to implement a telecommunications infrastructure. No warranty as to the fitness of this information for any particular building, network, or system is expressed or implied. Design Nine, Inc. will not be responsible for the misuse or misapplication of this information. For more information: www.designnine.com RESIDENTIAL BROADBAND SURVEY RESULTS

In the fall of 2018, a broadband survey was conducted in Morgan County. Paper surveys were mailed to residential addresses in the County, and the online (Web) version of the survey was publicized on social media. Residents were encouraged to complete the survey online or fill out and return the paper version by surface mail. Businesses were encouraged to complete a separate business-focused survey, and the results of that are included later in this report. A total of 814 responses were collected in the residential survey. Not all responders answered every question. Some of the key findings from the results are listed below.

87% of residents are “not 94% of respondents want satisfied” or “only somewhat better Internet service. satisfied” with their current

46% of respondents indicated 35% of residents have 7 or they have no alternative to their more Internet-connected current Internet provider. devices in their home.

Only 13% of respondents are 40% indicate that availability of satisfied with their current broadband Internet is affecting Internet provider. where they choose to live.

Page 1 of 46 DISTRIBUTION OF SURVEY RESPONSES

The map below shows the geographic distribution of responses to the residential survey, coded according to their satisfaction with their existing Internet service.

Morgan County, WV - Survey Responses Residential Customer satisfaction of internet service ! Very satisfied ! Satisfied ! Somewhat satisfied ! Not at all satisfied

² 12/7/18 Credits: Esri, State of West Virginia

0 4 8 Miles Esri, HERE, DeLorme, MapmyIndia, © OpenStreetMap contributors, and the GIS user community

Page 2 of 46 RESIDENTIAL SURVEY SUMMARY DATA 1. Select the items you agree with below Yes No

I need better landline telephone service. 69% 31%

I need better cellular telephone service. 84% 16%

I need better Internet/data service. 94% 6%

I need better cable/satellite TV service. 73% 27%

I am satisfied with all of my services. 7% 93%

25% 50% 75% 100%

2a. Total number of adults in household

1 2 3 4 5 6 +7

132 540 82 37 6 3 3

16% 67% 10% 5% 1% 0% 0%

2b. Total number of Internet users in household

1 2 3 4 5 6 +7

96 371 86 66 27 16 8

14% 55% 13% 10% 4% 2% 1%

2c. Total number of college students in household

1 2 3 4 5 6 7+ Blank

90 27 2 1 0 0 2 692

11% 3% 0% 0% 0% 0% 0% 85%

Page 3 of 46 2d. Total number of k-12 students in household

1 2 3 4 5 6 +7 Blank

80 47 16 8 1 0 1 661

10% 6% 2% 1% 0% 0% 0% 81%

3. How important is Internet access to you or your household?

Importance of the Internet

Very Important 92%

Somewhat Important 6%

Not Important 1%

No Opinion 1%

0% 25% 50% 75% 100%

4. For your household, how much do you spend each month for local and long distance telephone , TV, and/or Internet? Do NOT include cell phones.

More than $50 or less $50-75 $75-100 $100-150 $150-200 $200/month

0 123 112 168 195 193

0% 16% 14% 21% 25% 24%

Page 4 of 46 5. How much do you pay now for at home Internet access each month?

No I only $10 to $21 to $41 to $61 to More than I don’t Internet use free $20 $40 $60 80 $80/ know hotspots month

46 6 25 148 214 169 139 41

6% 1% 3% 19% 27% 21% 18% 5%

6. What type of Internet do you have at home?

Dial-up 8 1%

Cable modem 125 16%

DSL line 435 56%

Fiber 5 1%

Satellite 53 7%

T1 line 0 0%

Cellular wireless 39 5%

Broadband 9 1% WISP

I don’t know 58 7%

Other 46 6%

No Internet 35 4%

Other types of Internet (open ended question) also cellular wireless also use Cellular wireless to back up DSL And cellular wireless At&t hotspot Broadband Max Broadband Max Broadband that is supplied through the phone line to modem Broadband from Frontier - not sure of exact type Connected to phone/computer dsl but speeds are so slow only one devise can be connected at a time.. just as slow as dial up

Page 5 of 46 DSL line and Cable modem Dual DSL Frontier only offers one type Frontier Frontier Frontier Frontier Frontier Frontier "Frontier Speed is 0.4 Mbps" FRONTIER SLOW Frontier - is supposed to be 12 mbps, however, due to location of junction box on 522, we only receive 2 mbps FRONTIER ====WIRELESS===(USES A MODEM) frontier 12 mbps Frontier Communications internet via modem Frontier not sure type Frontier with phone G4 Data service on the cell phone (This is back up) Hot spot I believe it is broadband, it is only 10mbps, terrible , I had faster more reliable internet 10 years ago in Virginia. There are no other options available. I was paying $150 a month for cable internet in Virginia , worth every penny! I do not have access to high speed internet at this address. I need high speed service for my job and teleworking, so I stay in Jefferson County close to my job where I currently have high speed internet. If I had high speed service at my cabin at 3023 Milo School Road in Great Cacapon, I would move there permanently. Unfortunately, Frontier has said that it is unavailable at that location. (And, btw, dial up service will not work for my job. Neither will satellite internet) I had DSL from Frontier but cancelled it due to horrible connectivity. I have both DSL (Frontier) and Satellite (HughesNet) because neither is good enough by themselves. I work from home full time. We critically need a cable or fiber network. I have DSL AND Broadband WISP I have Frontier Internet which comes with my land line phone. I have a modem. I think it is DSL but not sure. I have none at this time because there are no other realistic options besides frontier. I think its Frontier. Broadband WISP I tried to get faster internet only to find out I can't get it in my area from Frontier. I'm only about 3/4 miles out of town. I believe Frontier is over extending their servers and the whole system bogs down even more at peak times. Satellite internet is disrupted during storms and more expensive. I work from home and must have 2 different sources of internet service. I currently pay for Frontier DSL and Excede Satellite mobile wifi hotspot Morgan Wireless Morgan wireless "My only economical choice is with Frontier and they can only provide less than 1 meg in my area. That is pathetic!" Our billing statement says broadband, but I am sure it is DSL

Page 6 of 46 Poor internet connection also through cell phone ( Boost Mobile) Skyweb Skyweb, when it is working. Very slow. Super slow Frontier There is barely a cellphone internet signal at my address. Comcast doesn't come out this far. Neighbors say Frontier is a waste of money because it is such a poor signal. I am disabled and can't afford to waste my little bit of money. Through Frontier through Frontier communications Vantage Internet Plus/Loop Port We are paying for Bonded DSL - except receive speeds for a regular DSL line. Disappointed with Frontier We have both Satellite AND DSL Line just hoping at least ONE works at all times We have Frontier as well as Satellite (above only allowed one selection). Neither is reliable and it is needed for business use, so we have both as backup. We have Satellite and DSL as out DSL is VERY slow and only works intermittently. Our Satellite is VERY expensive! when DSL service was out total of 6 weeks this past summer, we drove into town to free wifi providers. not secure enough Wi-fi, I think... 46% of respondents WiFi Modem indicated they have no 7. Based on the type of Internet connection you alternative to their selected above, why do you still have it? (select all that apply) current Internet provider

50%

40% 46%

30%

20% 24%

10% 14% 6% 8% 2%

Too expensive to changeBest price availableNot interested in changing No other options Limited other optionsMost reliable service available

!

Page 7 of 46 8. How many devices (for example computers, cellphones, smart TVs) 16% of residents have 9 or more connect to the Internet in your household? Internet-connected devices in their

Internet-Connected Devices in the Home

1-2 11%

3-4 28%

5-6 27%

7-8 19%

9-10 6%

10+ 10%

7.5% 15% 22.5% 30%

9. What is the speed of your Internet Connection?

As few as 8% of residents have Internet service that meets the FCC definition of broadband (25 Meg down, 3 Meg up).

Internet Download Speed

Dial up only 1% Less than 10 Meg 42%

10 Meg to 25 Meg 22%

Greater than 25 Meg 8%

I don't know 27%

12.5% 25% 37.5% 50%

Page 8 of 46 10. Select the items you agree with below

Agree Disagree

I have trouble loading pictures to my social media account 63% 37%

I have trouble viewing online videos/lectures/ movies/tv shows 81% 19%

I have trouble using the Internet when others are using it 78% 22%

I have trouble using Facetime, Skype or other video chats 68% 32%

I do not have trouble performing any of these activities 32% 68%

0% 25% 50% 75% 100%

11. How satisfied are you with the speed and reliability of your Internet Service? More than half of respondents Only 13% of residents are “satisfied” or “very satisfied” with report they have trouble using their current Internet service. common Internet services

60%

48%

36% 57% 24% 30% 12% 8% 5%

! Not at all Satisfied Somewhat Satisfied Satisfied Very Satisfied

Page 9 of 46 12. Select all items you use the Internet for now

Email 777 95% Access news and current evens 707 87% Homework / Schoolwork 268 33% Use a VPN (Virtual Private Network) for work or 192 24% Download or listenschool to music or audio books 504 62% VoIP (Vonage,online Skype, FaceTime) 323 40% Online Backup (files, photos, music) 437 54% Telemedicine, tele-health 156 19% Online gaming 195 24% Maintaining a Web presence, blog, or social 252 31% Shoppingmedia 707 87% Online banking 627 77% Social networking 585 72% Smart TV 430 53% Other 91 11%

Other uses for the Internet

Because of the number of written responses to this question, this data is provided in Appendix A.

13. High speed, affordable Internet influences where I choose to live?

Availability of broadband Internet is affecting where people choose to live.

No 60% Yes 40%

Page 10 of 46 14. What would you be willing to pay for a faster, higher quality Internet access?

$10 to 20 $21 to $41 to $60 $61 to $80 More than I don’t know $40 $80/month

64 99 178 158 130 163

8% 13% 22% 20% 16% 21%

15. Does anyone in your household use / need the Internet to complete school assignments or job training course work?

Yes, several times a week 27%

Yes, at least once a week 8%

Yes, at least once a month 14%

No 52%

! 0% 10% 20% 30% 40% 50% 60%

16. Who is your Internet Service provider?

Some responses included more than one provider.

AT&T/DirecTV 16 2%

Verizon 8 1%

Comcast/Xfinity 87 12%

Hughes/Dish/Viasat/Excede 44 6%

Cricket 2 0%

Frontier 563 77%

Hughes Net 4 1%

Morgan Wireless 3 0%

US Cellular 1 0%

SkyWeb 4 1%

Page 11 of 46 17. Who is your cable/satellite TV provider?

Antenna 3 1%

AT&T/DirectTV 210 37%

Comcast/Xfinity 54 9%

Dish Network 286 50%

Streaming 20 3%

Verizon/FiOS 1 0%

18. Who is your cellular provider?

AT&T 182 24%

Boost Mobile 18 2%

Consumer Cellular 53 7%

Cricket 10 1%

Metro PCS 3 0%

Republic Wireless 3 0%

Sprint 114 15%

Straight Talk 5 1%

T-Mobile 9 1%

TracFone 35 5%

US Cellular 87 12%

Verizon/FiOS 173 23%

Other 16 2%

None 45 6%

Page 12 of 46 19. What kind of telephone service do you have at home?

Landline only, no cellphone service 13%

Cellphone service only 30%

Landline and cellphone service 57%

15% 30% 45% 60%

20. Do you work from home?

43% report working from home part or full time—the Internet has made residential neighborhoods into business districts. Home-based jobs and businesses reduce traffic congestion and reduce road maintenance.

I work part time at home for another company. 9%

I work full time at home for another company. 6%

I need nights and weekends access for company business. 11%

I am self employed and work part time from home. 10%

I am self employed and work full time from home. 7%

I never work from home. 9%

I would if I had better Internet at home 15%

I am retired 34%

0% 10% 20% 30% 40%

21. Any Other Comments

There was a very large response to this question, and many residents provided detailed answers. Please see Appendix B for this data.

Page 13 of 46 BUSINESS BROADBAND SURVEY RESULTS

A total of 43 responses were were collected from Morgan County businesses. Not all responders answered every question. Some key findings from the results are listed below.

100% of businesses indicated 86% of business respondents that the Internet is essential to want better Internet access. their business.

100% indicated that the Only 4% of businesses are Internet is important to the “very satisfied” with their success of their business over the current Internet service. next five years.

42% of the Morgan County 65% of businesses that businesses that responded are responded need employees to be home-based able to work from home

Rural areas of Morgan County are business districts, and home-based workers and businesses need affordable Internet access

Page 14 of 46 DISTRIBUTION OF SURVEY RESPONSES

The map below shows the geographic distribution of responses to the business survey, coded according to their satisfaction with their existing Internet service.

Morgan County, WV - Survey Responses Business Customer satisfaction of internet service ! Very satisfied ! Satisfied ! Somewhat satisfied ! Not at all satisfied

² 12/7/18 Credits: Esri, State of West Virginia

0 4 8 Miles Esri, HERE, DeLorme, MapmyIndia, © OpenStreetMap contributors, and the GIS user community

Page 15 of 46 BUSINESS SURVEY SUMMARY DATA

1. Select the items you agree with below

Agree Disagree

My business needs better landline telephone service. 50% 50%

My business needs better cellular telephone service. 56% 44%

My business needs better Internet/data service. 90% 10%

My business needs better cable/satellite TV service. 41% 59%

We are satisfied with all of our services. 10% 90%

0% 25% 50% 75% 100%

2. Is the Internet essential to your business?

Yes 98%

No 2%

0% 25% 50% 75% 100%

Page 16 of 46 3. How important do you think Internet technology will be for the success of your business over the next five years?

Very important 95%

Somewhat important 5%

Not important 0%

0% 25% 50% 75% 100%

4a. Total number of employees

1 to 10 30

11 to 40 6

41 to 80 2

81 to 150 1

Over 150 1

4b. Total number of Internet users

1 to10 36

11 to 40 4

41 to 80 2

81 to 150 0

Over 150 1

5. If you are a business, what type? (select all that apply)

Agriculture / Forestry 8 16% Retail / Wholesale 9 18% Professional / Office 8 16%

Page 17 of 46 Goverment 2 4% Educational 3 6% Medical 0 0% Non-Profit 6 12% Manufacturing 0 0%

Restaurant/Food Service 1 2% Communications/Technology 2 4% Construction / Maintenance/ Repair 0 0% Other 10 20%

Other types of businesses

Upland bird hunting; rentals; Land Surveying; Travel; Art & craft metal work; Music/entertainment; real estate; recreation housing (vacation homes)

6. Is this a home-based business? 42% of the Morgan County businesses that responded are home-based

7. How much do you pay now for Internet access each month? If you select ‘No Internet’, please skip to question 13.

No $0 to $51 to $101 to $151to $301 to $501 to $1001 to I don’t $5000+ Internet $50 $100 $150 $300 $500 $1000 $5000 know

0 5 20 9 5 1 0 0 1 2

0% 12% 47% 21% 12% 2% 0% 0% 2% 5%

Page 18 of 46 8. What type of Internet do you have?

Dial-up

Cable modem 28% DSL line 44% Fiber 7% Statelite 5% T1 line Cellular wireless 5% Broadband WISP 5% I don’t know 5% Other 2%

0% 13% 25% 38% 50%

Other Types of Internet (open ended question)

Mobile hot spot

9. Based on the type of Internet you selected above, why do you still have it?

Respondents could choose more than one option.

Too expensive to change 5%

Best price available 11%

Not interested in changing 2%

No other options 34%

Most reliable service available 29%

Limited options available 20%

10% 20% 30% 40%

Page 19 of 46 10. What is the speed of your Internet connection? (A Gigabit is 1000 Megabits (Mbps)

Dial-up 56-512K 512 k 1-5 5-10 10-50 50-100 100+ Gigabit I don’t Only -1Mbps Mbps Mbps Mbps Mbps Mbps Know

0 1 3 8 3 7 1 4 0 14

0% 2% 7% 20% 7% 17% 2% 10% 0% 34%

11. How Satisfied are you with the speed and reliability of your Internet service?

60% 54%

48%

36% 23% 24% 11% 11% 12%

! Not at all Satisfied Somewhat Satisfied Satisfied Very Satisfied

12. How important is a redundant or second Internet connection to your business?

Not important 28%

Somewhat important 45%

Very important 28%

11.5% 23% 34.5% 46%

Page 20 of 46 13. Please select all that apply to your current Internet provider

Can not rely on service 18 Slow or poor technical support 16 Price is unreasonable for the service I receive 21 Poor customer service 12 The speed I want is not available at my business location 21 I am satisfied with my Internet provider 7

5.5 11 16.5 22

14 . Select all the items you use the Internet for now

Email 43 100%

Communication between headquarters and remote sites 20 47%

VoIP Internet phone (Vonage, Skype, etc.) 15 35%

Online Backup (files, photos, music) 31 72%

Transfer large files 24 56%

Monitor / control security, alarms, health, processes, etc. 7 16%

Processing credit card / debit card transactions 24 56%

Ordering / managing inventory 30 70%

Maintaining a Web presence, or blog 31 72%

Social media (Facebook, LinkedIn, Google+, Instagram) 35 81%

Receiving and processing online orders 23 53%

Cloud-based business, accounting or other services 8 19%

Smart TV 8 19%

Other 3 7%

Page 21 of 46 Other Uses for the Internet

Gaming; search web for information

15. Briefly state what you think is a affordable monthly payment for 1 Gigabit Internet speed for a business?

$500 $100 $1000 ERate-able I do not know 100 I really do not know - maybe $50 $75 100 40 $10 100 25 $100 25-30 100 $100 $100/ month Less than $100 per month or less for a non-profit $50-$100 Unsure of what is an acceptable cost. I don’t know 100 80 not sure $15.00 $20-30 $75

16. Who is your Internet Service provider?

Some responses included more than one provider.

AT&T/DirecTV 2 5%

Comcast/Xfinity 11 26%

Hughes/Dish/Viasat/Excede 2 5%

Frontier 25 58%

Page 22 of 46 Lumos 1 2%

Shentel 1 2%

Spring 1 2%

17. Who is your cable/satellite TV service provider?

Frontier Comcast/Xfinity DirecTV Dish Network None or Blank

1 7 9 7 15

3% 18% 23% 18% 38%

18. Who is your cellular telephone provider?

AT&T 13 33%

Boost Mobile 1 3%

Sprint 5 13%

TracPhone 1 3%

US Cellular 7 18%

Verizon 7 18%

None 5 13%

19. What kind of telephone service do you have?

Landline only, no cellphone service 19%

Cellphone service only 16%

Landline and cellphone service 65%

17.5% 35% 52.5% 70%

Page 23 of 46 20. Do you or your employees use a VPN (Virtual Private Network) to obtain remote access for your work or to a company network?

Yes No I Don’t Know

12 25 4

29% 61% 10%

21. Do you or your employees need or want to work from home?

No 10%

It would be nice, but it’s not important 5%

Occasionally 20%

Very important occasionally 20%

Very important on a consistent basis 45%

0% 13% 25% 38% 50%

65% of businesses that responded need employees to be able to work from home

Page 24 of 46 Yes No 22. Does limited Internet access at employees’ residences impact your business? 32%

68%

22. Do the existing Internet service options impact your business’s decision to relocate or stay in the County? Yes No

If yes, briefly state why: 35% The existing internet options in the town are adequate and would not require me to relocate out of the county. 65% It is a serious possibility, if I cannot get reliable service, to move. Because the slow speeds and unreliable service is very frustrating. I have lived in this county for 18 years, hoping that basic services would be available at some point. I am done waiting around! We could not actually move up here until there was internet service offered at our house which is 10 mi from work. What we have at home is not very reliable but reliable enough that we were able to move here. My husband works for Allstate. We've lost our landline phone because of a tree. It took one month for it to be restored. Cellphone coverage is not in the Largent area. So, calling 911 was not available for us for one month. Internet is unreliable and unable to handle uploading large files even though we have purchased a business internet line. Our service and speed is exactly the same as our neighbors who don't have a business. We have to shut off computers in order for our internet to have a decent strength to upload. We're ready to leave Morgan County because of this. If home base does not allow good internet service, may need to locate office to Maryland We are homeowners at Coolfont Mountainside Association. Many homeowners rent out their homes for weekends or longer stays and this is not possible without good internet service. Need tech infrastructure to compete, thrive and survive. I would relocate if better options were available nearby

Page 25 of 46 23. Any other comments?

Frontier's internet service has become more unreliable recently. It is not a good system when the only options for people in town to have Atlantic Broadband or Frontier for Internet, Atlantic Broadband for cable, Frontier for home phones, and the US cellular works best in town, but not so good elsewhere. I understand we are rural West Virginia, but we should have options for each of those, because the people that live outside of the city limits, are even more restricted on options. HELP!!!! There is only one option for Internet service in this part of the county and it is milking its monopoly position for all it is worth. We have been on the 'unlimited' plan for just about 10 years paying a consistent $100 per month (approx $12,000 over that time frame), and the speed has not changed from a crawling 3.3 megabit/sec in all that time. Has Frontier not made any line improvements in 10 years? Even better, our second internet line at the house is less than 800 feet from the business and we only get 2.5 megabit per second there...how does the quality degrade by almost a megabit over that short distance with no other connection nodes in between? The average Internet connection in South Korea is just under a gigabit/sec and costs approx $25 per month: three hundred times faster then us at a quarter of the price! Fun fact: Morgan county clocks in somewhere between Namibia and Bolivia in speed (123rd in the world rankings by country), but costs roughly 10 times more than in either of those developing nations. My internet is great but many friends and employees who live in the county have no option but Frontier DSL and it is a terrible product. I know they are excited about Morgan Wireless getting moving. My current internet is great ...except when it's not, and then it's a REAL problem. Another affordable RELIABLE option would be wonderful. our DSL internet stopped on Sept 28; Frontier was not able to send repair people until Oct 15. I have trouble using internet when others are using it The the internet is not stable goes out a lot . The 17 members of Paw Paw Lions Club urges expansion of broadband in Morgan County.

Page 26 of 46 APPENDIX A: OTHER TYPES OF INTERNET USES

The response here were provided by residents. RESEARCH Receiving FM Radio feed from Relevant Radio Alarm system and smart home needs paying bills My business is based on using the internet. As a photographer and film producer, we are constantly trying to upload our work to the internet both to YouTube and to stock agencies where we sell our work. Teach students online Dish hopper Virtual assistant with realtor TV Streaming TV streaming FireStick I would use it for Smart TV but the connection is not good enough. streaming netflix and roku Work My career/work depends on it. I work from home and rely on having solid internet connectivity to do my job. Movies Alarm security I work from home. Need internet to do my job. I am a medical transcriptionist. Work for company in California. to earn money via eBay, SwagBucks etc. Telecommuting. Upload/download daily with company server. Security We work from home. I need the internet to make a living. Home based businesses "we use internet when at school or another place. need it for research also" Video Streaming (Netflix, Hulu, etc.) "Would us for everything listed, but too slow with frequent disconnects...so only good for checking email If I am to move I would move where there is FiOS or any type of high speed internet" Would use more services.... but internet is too slow wifi everything! video relay service kindle books download work from home Business use Medical. Wife is homebound and disabled. Research reviewing video's for how to do projects. Research for Investments and Financial Planning. Research leveraging public data (Federal, State, Private org, International etc). Research for Technology issues (Computers/Smart-Phones, Programming, Statistical, Medical, etc) Watching movies and television shows, accessing professional support from colleagues, education Research.

Page 27 of 46 Security system, heating/AC system, Work. We both need it for work. "Remote control of other computers. Database administration of servers based worldwide." I work from home 2 days a week and use video conferencing several times a day to attend/run meetings. High speed and dependable network access is a must, and my current provider has good days and bad days at the moment. to access reference sites, etc. "Security system Remote cameras All television" Watch TV, movies, etc. Read Research overseas communication Data Center security business cloud software Remote computer support Business purposes Monitor Security Cameras Remotely Information research books Telecommute App Updates Part time work -- need to have Internet access for communication. monitor weather and river gauges..live along the Cacapon River...very important If we had, at minimum, the equivalent of 4G speed, we would use the internet for our Smart TV. WiFi cell phone "Networking Weekly/Monthly Webinars On line research" The service is too expensive and not reliable - Frontier tries but can't keep up when there are issues. Telecommuting (work). "I'm retired and I do MY OWN investing to maintain my Retirement Account. And, to accomplish this with the POOR internet service I have is challenging to say the least. I just did a speediest and my download speed was 2.82 mbps. That is pathetic !!! And, for the question below, I am seriously considering moving. I think I made a BIG mistake when I retired, and my wife and I moved here to WV." Home camera monitoring, work smart home Netflix and Hulu Frontier is not able to provide a reliable level of service. My husband is need of better services due to his work. Outages and slow service are always a problem. We both work at home a lot. Echo Home security teleworking at my primary job access to television shows, movies, videos TV on demand Streaming movies and TV shows from either Amazon Prime or the Hallmark App. Joyce Meyers religious programs App Fantasy Games work Family contact Regular browsing frequent postings for church, fraternal groups and other non-profit organizations Streaming Transfer/Receive large Digital Audio files and Digital Video content radio security cameras Tele Commute

Page 28 of 46 Streaming Netflix documentaries Research I also have satellite tv with Directv and the internet service is so slow that I can't use half of the Directv features. I can't search for other programs on tv or anything. Texting friends and family. They send me facebook pictures but they never load. It keeps saying downloading....downloading....downloading I would like to use internet with my smart TV, but it doesn't work. E bay Carelink Remote Desktop Streaming video none Research/information Research/library information security cameras Watch movies, etc on my computer via amazon home security video camera Kindle books to read printer Research Don't use internet, very little use if any printer Streaming TV and movies work related work related

Page 29 of 46 APPENDIX B: OTHER COMMENTS FROM THE RESIDENTIAL SURVEY

Several times I have contacted Comcast about internet since if I want it I can get cable tv. They tell me I can get internet, tech shows up says my house is too far from the road b 50ft. They send and engineer who says there is no reason why I can not have cable internet and someone will call me. Nobody ever calls so I call Comcast/Xfinity and they have no idea what I am talking about. This has happened 10 times in 3 years. I live on Bowers Lane. Our phone and DSL is down. A line is down on the road. My neighbor called this in on Sept 29th. The estimated repair is Oct 24th. This is ridiculous. He is a retired Vietnam Veteran. He can nor call 911 for a month??????????? The internet and Frontier service and customer service is so awful! I really hope we can get better connection and service in the near future. It affects my life daily when we have such lengthy outages last for weeks and months the problems go on. Also the telephone service is pretty terrible and my long distance hasn't worked in a year. I truly hope Morgan County is a priority for some upgrades in the very near future. Thank you! I pay Frontier for a CHANCE to get online. The cable they installed has not been buried. It runs through my drainage ditch and underneath my driveway through the culvert. When it rains, snows or even a heavy dew or mist, I have no Internet service. I have reported Frontier to the FCC multiple times. It has done no good. Send Help! I rarely have uninterrupted internet!!! Very Rarely. Thank you! We need more high speed choices We need cell tower and faster cable for internet fiber. I'd work at home if had better internet/. I need nights and weekends for job. There are three of us in our household that try to work full-time using the internet. Out internet is out more than it is on and Frontier will not come out to fix it. Please! We are tired of slow internet! Our internet sucks All complaints to Frontier are ignored. Please help us all !!! Morgan County should take Frontier to Court for Illegal business practices. I had a 3 year agreement with Frontier at the lowest speed internet at $19.99 a month. After a year, it went to $21.49 . A month later it went to $38.99. Guess they can do whatever they want We purchased our home based on the ability of my husband to have Comcast to work from home. We would not have purchased this home otherwise. It would be nice "IF" Frontier had a much better and more reliable service . I use to have their service and to be 100% honest , IT SUCKS !! Our Frontier connection is terrible. It is 2.9 mbps download speed and 0.7 upload speed. It is frequently out completely for short periods of time, and very often is just slower than normal for no apparent reason, making almost any but the most basic task impossible. Frontier is the worst for internet/phone . It’s on and off all of the time but, you still have to pay for the trash because there is no other options. Frontier Communications is awful. I wish we had another, viable alternative.

Page 30 of 46 Really need competition. Frontier has worst service Morgan Co. is in dire need of high speed internet. Frontier is an abysmal and unreliable choice, that even if you can get it, most people have too many issues. Comcast is much more reliable, but access is extremely limited and expensive. It's 2018 and people need basic, reliable access to the internet. I have purposely chosen to stay where I am and over-pay for cable access, just because if I move anywhere else in the county, I would have to give that up, along with giving up most other things I use the internet for. It's me and my daughter's access to the outside world and information. I remember having to dial long distance into Hagerstown back in 95 just to get online and when there was an actual semi local number for $20 a month, it was a God send. In 20+ yrs, there are STILL countless people across the county living in the dark with their only access through a cell phone, if they even have that. Comcast is very expensive and the other two choices of Dish and Frontier are not good choices. I feel like I am stuck with a high bill and not the best service I feel if I pay for things, when I turn it on, it should be there in full We have told the school in Berkeley Springs that we don't and can't get internet and the end homework home to do on the internet. Internet is not available here. I had internet in Clarksburg WV and moved here and had no internet. How wrong is that? Need better Cellphone Service Line Quality horrible and Frontier has not fixed in years, internet drops consistently, rain and weather affect services constantly. Poor customer service for price. We have desperately been trying to get better internet in this area, we are told no other companies are able to come here because of a "monopoly" We have been told for over 2 yrs that there would be an upgrade to our switch which is causing long and frequent outages but repair tickets are dropped as this is considered a "high demand" area. Streaming is impossible, I had to cancel our Netflix account because it was unusable. Many in my area are beyond dissatisfied with the internet service and phone service here. Please please come save us! I need nights and weekends for work from home We need more options and better prices. Frontier service is awful and customer service is even worse. We constantly have phone and internet issues with Frontier. We would switch if we had other options. My daughter keeps my granddaughter for me. It would be nice to have better internet Had Frontier for years and it was terrible. Recently got Comcast and am beyond satisfied. Very frustrated with Frontier’s promises of faster speeds, we pay for far faster than we have ever received. Also extremely frustrated with lack of customer support and ability to keep appointments and to upgrade their equipment (was promised two years ago!). Please help Morgan county get better internet. Would love to have better internet and cell phone service. It is essential part of life for safety, not just entertainment. Thank you. I use the internet for local volunteer activities

Page 31 of 46 Frontier is all we have in our area and it is terrible!!! I rely on access to internet for my full time job as well The internet in Morgan county is awful and for many people outside of Berkeley Springs we have very limited choices. We use satellite internet because we have no other available providers even though frontier provides internet to three of my neighbors who live literally 70 ft away. The officials in Morgan county need to recognize that almost everyone needs internet today. My children don't even get notes home from the teachers anymore. She puts them online. Better internet in Morgan county would open many new resources for people with limited abilities like shopping, putting in job applications, ECT. I hope you take into consideration how important this need is for the citizens and I hope you decide to provide better options than having frontier handle it all. It's bad enough that frontier is the sole option for home phone service for almost everyone because they're service is very bad. Internet access is ruining the quality of life for many in our area already. We need less internet access, not more. Please bring in better internet providers! Frontier is totally unreliable. Xfinity wants to charge thousands of dollars to hook us up, we are too far off the road. Get FIOS in here or let Ron Martin hook the county up. I think the #13 is the best question. My work depends on the internet and therefore highly impacts where I can live. I service has been so poor this year that I have to consider moving. Our current internet service has been horrific for the last year. We are in great need of broadband internet in our area. Our internet is spotty and is unreliable. Our ONLY choice is Frontier. We would be willing to pay more a month for a better internet provider with faster speeds AND better service We need more options!!!! This is truly a need more then a want I need nights and weekend access for job "Internet access in this county is Wretched! I need nights and weekends to work part time at home." Need reliable, fast internet! We need better internet in the cherry run area. Half the time our internet is down and we don't have it at all for a few days sometimes weeks. Frontier is the worst internet provider and we do not have any other option out that way. It would be nice to be able to have Comcast for internet and TV provider. We need Better Cell phone reception in the area. Only form of phone access is using a land line. This area is an Internet and cellular wasteland by today’s standards Comcast needs to be available in my area! Internet service from frontier is down a lot. I’m paying for a service that I do not receive a lot of days . Cuts out multiple times everyday Please help with internet. Desperately needed in my community. I currently have Frontier as my internet service provider. My current download speed is 2.8 Mbps which is unacceptable for the amount that I pay. I am very unhappy with their service and wish we had a faster option. our internet service is very bad, runs off and on from 0.02 MB to 3.0 MB(we pay for 6.0 MB). It is difficult to earn money via eBay, SwagBucks etc. We would love to have an improved internet and are willing to pay for it - it is simply unavailable. I am taking classes to be able to work from home.

Page 32 of 46 Cable is not available at our residence either. We actually have to have 2 sources for the internet...…..we have an account with Frontier DSL that has only 3Mbps which our son uses and ViaSat Satellite that is ridiculously expensive for only 50 gigabytes of data per month and we loose signal everytime it rains plus we pay over $120 per month alone for ViaSat. Yes, we would love for DSL from Frontier to have a better service and faster speeds...... it's really a hardship out here!!!!! Frontier sucks. Cable is not available where I live. I would love internet options. Speed and reliability are worth paying for. Frontier DSL is a HORRIBLE service (always up and down) and the download speed, in this day and age, is deplorable (< 3 mb download)! More and more people are starting to work from home (like I do) so if Morgan county wants this demographic to move to this county then they need to make a BIG CHANGE to internet availability within the county. If something doesn't happen in my area in the near future with the availability of BROADBAND I just may have to move, I work from home and need a REAL, repeat, REAL, internet connection. Folks, it is time for this county to wake up and make broadband available to every household, the world has changed and now it is time for Morgan county to do the same. Fell free to call me, my name is Bernard Burns and can be reached on my cell phone at 304-261-0617. If anything, please get rid of Frontier and bring in a company that cares, will build out the infrastructure, and bring BROADBAND to every household. BROADBAND is a necessity and everyone deserves the right to have access to it...... I wish we could get Comcast internet at our home We are forced to connect through Frontier and on average the maximum speed we get is 1.40 mbps download and 0.44 upload. In order to work from home I am forced to connect via an AT&T hotspot. Because of the expense, I can not use the hot spot for other devices. Frontier is the only provider that provides a service, that is very limited at best, where I am located. I have to leave my house to do research for college classes. It’s shameful that the nation has a capability to enrich the lives of many, but within Morgan County we remain in the dark ages. Forget smart devices or the ability to have the world at your fingertips...I live where basic infrastructure doesn’t exist. It’s unfortunate that the elected officials don’t realize that businesses today need terabyte speed for commerce. You can’t attract industry if you can’t provide a basic service to industry and their families. It would help to have affordable high speed internet in the area! needed badly a better internet service. We can do better than we are currently doing. No comments I am sitting in the library completing this survey because once again, I DON'T HAVE PHONE OR INTERNET SERVICE!!! I am fed up with Frontier and the phone and DSL outages that happen several times a year as well as the slow service. I am unable to work from home because of the slow unreliable service. Companies require higher speeds and reliability, something that Frontier fails to provide consistently. Before I moved to WV I had Comcast. I wish I could have them again, but it is not available at my home. "Frontier internet is slow and unreliable. It will just shut down and when it runs it is slow. I can't watch videos on line. Cell phone coverage is not available at all. I have a cell phone on Verizon that I use when I am not home Thank you for doing this survey. I would love to have cell phone service and better internet." I also am retired "Wife works from home. I have unknown trouble with internet that is intermittent, per question 10 It would be great to have cell and internet service" We work from home. Actually, I frequently work from McDonalds or Sheetz for the much faster internet since my Internet service with Frontier is so bad sometimes. We pay for 12mbps. We are lucky if we get 3-4. Dont even get me started on upload speeds. I hope this survey helps us out. Thank you.

Page 33 of 46 We have no cell phone service in our area. I have to connect my phone to wifi to have very limited service in my house. Outside my house I have no cell service at all or do others visiting my home regardless of the cell phone carrier. I could be having a medical emergency in my yard and I would not be able reach 911 or my wife inside our home, this is totally unacceptable in this day and age. We have two choices for internet service in our area, outdated DSL service from Frontier or satellite service that has data caps that you can't go over or your download speeds drop so low you can't connect to the internet. These issues have been known for years, nothing new. Commissions and surveys and nothing is ever done to improve service especially in the Great Cacapon area. The lack of high speed internet is a inconvenience that needs action, but no cell phone service is dangerous. The answer is simple and has been known by all, we need a cell phone tower in our area. We need cell phone service and good internet in our area just as much as home owners, businesses and tourist's need in the Berkeley Springs area. Thank you. Any and all upgrades to system would benefit everyone in the area. We have cellphone but no service in this location . Full time business activities Need internet service!! "My driveway is just off of 522. As a result, Comcast wanted over $8,000 to hook me up. Frontier is literally the only option, and At most I get 12Mbps, which equals 1.5 Megabytes. These are speeds from the dark ages of the internet, and they're the only option for a great many residents. REAL broadband would be an amazing assent for Morgan county, and I know it would influence home buyers." Despite paying for their highest offered speed for my address, internet service at my home is terribly unreliable and is difficult to use when more than one person is accessing it at a time. Frontier customer service isn't helpful and, because of this, I no longer contact them if anything goes wrong—which unfortunately is often. No cell service at this location... but I can see a tower from my house!... Internet is so slow only good for checking email... Must do all online activities ( like banking etc.) at work or some other location. Internet is very slow .5 Megabits per second and no cell service with any provider, even though I can see a tower from my house The only way I would switch would be same or better internet at a much lower cost. Not only is slow internet an issue, but continued interruptions to internet service is extremely frustrating. We are constantly kicked off internet. Frontier has been out multiple times, but issue has never been resolved. Also we have direct tv genie services (downloading on demand shows) that we cannot take advantage of because internet connection is too slow. At this point, we use mostly devices (cell phone. Tablets) that are connected to our cell phone data plan because the service is faster. Frontier is terrible, but our only option. In the past, we were Comcast customers which was much better service but not currently an option at this location. I do hope you are able to make better internet choices a reality 3 residents at home: 1) works part time at home for another company. 2nd) is self employed and works part time from home. 3rd). is retired I would work from home if I had better internet at home Limited options in this area/ need more choices. Frontier is the bottom of the barrel!!! May work from home, often years (Have 3 phone providers) We really need this for Morgan County!

Page 34 of 46 Going crazy over lack of bandwidth We do not have any type of internet available to us. We had to go to places that offer free internet when our kids had school assignments and when I was taking online courses. It’s ridiculous to live this close to town and still have absolutely nothing available. suspect tampering We need competitive options so we can get better service Health Board member. Good service is essential. Have TERRIBLE SERVICE. Since flood on 6/2018 the phone service poor until 10/20/18. Internet out the last 2 weeks and still out. No cell phone signal I am only recently retired. Prior to retirement I worked from home doing statistical research for a large pharmaceutical company. I managed a remote team located in Philadelphia, Baltimore, Seattle, Huntington, Lancaster and Tennessee. I think you need to see Internet access a vehicle for employment. I sought to convince my employer that remote teams was a way to have access to a well educated, reliable, self- managed and less-expensive work-force. Morgan County especially Berkeley Springs provides an attractive living environment. Most employees struggle with a work-life balance. Todays work-force needs to be electronically connected but doesn't necessarily need to be tied to a work-office and all it's associated expenses. Over the next 5+ years companies will be struggling with finding employees. Employees are finding the cost-of-living in all the High-Tech locations impossible. Figure it out, opportunity is trying to smack you in the face. Embrace the future or the past will surely tie you down. ;-) Need less expensive internet. ($41-$6 per month) is too high. Our only issue is with weak signal for our cellphones. At least they are Verizon phones so there is some signal. I’m not sure of costs in those question, we have a package, so not sure how it’s broken down per service. Need to get cost down for comcast I am aware of many people near me who cannot get cable service and they have perennial problems with the DSL "service" provided by Frontier. There are big gaps in cell coverage that weren’t here before, especially along 522 south of town. It’s not uncommon for our phones to say No Service, and it used to not be that way. Our apartment in town has spotty cell signal for phone calls, too. None cell reception is available at home, and I'm stuck with Frontier. They are the worst! My biggest problem is that the phone lines were allowed to be in disrepair from Verizon before Frontier even bought them. We are still having problems with party lines and water getting into the system. All of this disrupts service to the land line, local TV stations, and internet service. I am awaiting another service call involving those problems for at least the 5th or more time. My husband telecommutes 2 days a week Need higher speed when performing system upgrades, data moves. Reliable internet is of huge importance to me. "Our download speed is 11.1 Mbps which is just above a snails pace. Very frustrating. Internet drops while trying to use it. Also, if my U.S. Cellular service was more reliable at our home, we could remove the landline from our home. Cell service is not reliable at our home." Overpriced and very slow speed. We have two connections, one for the business and one for the residence. Every time we see adds on TV for Internet connections in nearby cities we feel like crying. One hour away and they get 500 Mbits for $50 while we pay $100 for 2.5! That is almost criminal. "Please do something about the DSL only service in Coolfont area.

Page 35 of 46 Today’s Internet connected world, it’s frustrating to have available only 12 Mb service. And that’s on a good day when both 6 Mb lines are working" In addition to cell phone, I have VOI. no choice for disabled. Internet is unaffordable especially High speed and requires telephone usually. Use cellular wireless internet/. DSL I am in IT professional who works from home 3-4 days a week. As such, I require dependable, high-speed internet to do my job. I use Frontier DSL as my primary internet service provider because Frontier does not limit my data. I pay for Excede satellite as my 'back-up". Both services are slow and often unreliable. Obviously, it is every expensive to maintain 2 services - but I don't have any options. This is not an ideal situation, but I made do out of necessity. Need faster service Better internet would substantially contribute to commercial development. "Barbecue and Broadband in Texas? http://www.bev.net/about/research/digital_library/docs/broadbarb.pdf Question #1: With good, reliable internet I do not need a cable tv provider. With good, reliable internet I do not need satellite tv or satellite internet. With good internet I do not need the local telephone provider. Frontier provides terrible phone and Internet “Service.” Frontier once left us without a working landline for three weeks and would not move our ticket up because it wasn't deemed important. We have no other way to contact emergency services from the house if something happens, as we don't get cell reception. We wanted to switch away from them but have no other options. Frontier service is unreliable, overpriced and slower than usable Satellite internet service is more expensive for less service and cable is not available on our road. Unfortunately, Frontier is our only affordable option, but we frequently have issues with our internet service. Please, please, please deliver us from this unreliable and SLOW provider!! If I need to talk to someone about something important on the phone, I have to leave the house and go closer to Berkeley Springs. If not I lose connections or they break up the whole time. "While we pay for comcast bundle (internet, tv, phone) and our system reports high mb/s we often struggle with internet, phone apps, games, and web pages seem to load slower than on other wifi systems. TV is ok, the DVR system is nicer than FiOS for example, but the on-demand and search functions are much worse. Landline phone is fine. We have only lived in Berkeley Springs for a little over a year. We brought Sprint with us from Maryland. We have a better signal here than we did in our last home. Speaking to Sprint, it should just be getting better. However, just outside of town, especially to West starting about 5 miles out, we have no signal, not even roaming." I would use cable for Internet services, but I Comcast is too busy to run cabling to my house. They will not cross Rt 9 to bring service to my house, which is on the other side of the road from their current cabling. Companies falsely advertise max speeds that they cannot actually deliver regularly or reliably. Home telephone service is provided through MagicJack connected through a USB port on my PC It would be great to have fiber High-speed Internet is critical to our way of life and my ability to work from home. Our Internet service is okay, but could be better. We need more options so we are not stuck with one company, which charges too much for monthly service. "Our cell phone, Verizon, does not receive a signal at home! Have to get in the car and try to find a signal! Internet provider...Frontier...often goes down...and is unavailable for, sometimes, lengthy periods! We still pay for that lost time!"

Page 36 of 46 There is no cellphone signal at my home. Lack of fast reliable internet limits who can live here. Need better options I've been told repeatedly by Frontier servicemen that there is simply not enough infrastructure put into place to service the customers, that it's a matter of Frontier investing in more equipment. Until then, we'll all be stuck with lousy service, which they know they can get away with since we have no alternatives in this part of the county. It often takes three weeks to get them to respond to a service request, and the people setting up the appointments make all sorts of promises just to keep you happy on the phone. Neighbors of mine have been here almost two years, and still are on a "waiting list" to get Internet service. Only reason I have cell phone is because I have a micro cell hook to computer We have no cell phone because we can't get coverage, Even Best Buy said we live in one of America's largest "Dead Zones" and said they would not sell us a cell phone because of it. Landline and internet service is out frequently. No cellular signal at home. "I am sometimes stuck at home so occasionally, I do work from home... we do not have cell service/coverage at our home." I have had my internet speed tested by Frontier from time to time over the years. Each time it is about half the speed I pay for. I have asked the question, "Since I only get half the speed I pay for, how about I send a half payment each month until it's up to speed?" Most often...like they say, "Silence is deafening!" Sometimes, I get a chuckle. Guess what? We are retired, in our late 60s and so far, PRAISE GOD, good health!!! What if we need emergency assistance in what is considered a normal response time? My guess? Rent a room to a nurse!!! How much is this survey costing the Morgan County taxpayers???? "Hampshire & Morgan Counties need reliable access to the internet, cellular and landline telephone service. If we had, at minimum, the equivalent of 4G internet speed, we would use the internet for our Smart TV. During peak hours, holidays, and when more than 2 devices are using the internet, we get less than 10 Mbps download speed from HughesNet. Satellite internet causes buffering when viewing videos. Verizon Wireless is our cellular service provider. Data service is provided through a 3rd party tower that offers 1X speed and is therefore, not reliable at all. Frontier provides our landline telephone service. We are not satisfied with Frontier's service but do not have other reliable options." Frontier does not provide stable, reliable service. We pay for 12 mbs, but right now it is 4 mbs. Speed fluctuates from 0 to 10 mbs. Outages are common and lower speeds are the norm. We are not at all happy with the service Frontier provides, but there is no other viable option. Cable is not available on our neighborhood. Frontier's infrastructure is outdated and the service techs say there are no plans to upgrade. They just have to use patches to hold the network together. With all the money that phone companies are making it is ridiculous that broadband is not available to everyone everywhere!! I have lost business and job interviews due to lack of connectivity and reliability of internet system - eg SKYPE unable to work properly. I am disgusted that we are yet again having another survey that will show the deplorable internet service in this county. When the last round of Comcast negotiations made it so they would NOT have provide/extend new service to any of the county (because the density required to expand service was lifted) then we all got screwed. I am disabled and on limited income. If I could bundle. I would, but that landline or cellphone aren't 100% reliable if I needed medical help, and signal is intermittent at most, but I can't change, because of no options offered, even though Comcast is only 1.5 miles away.

Page 37 of 46 "I am retired, however I could not provide the community services, which through the Lions Clubs and Church without the Internet. Cell service at home (only in the house) is sometimes available through the Internet" "Upload speeds to need to be higher. They are just as important. Continuous connectivity needs to be maintained. Frontier's lines are very poorly maintained. We have more than one interruption of service a week. We only keep our landline because that's where the DSL comes in from. TO save money, we'd rather not keep the landline- but feel forced to. Our cell service is spotty- at best. Verizon customers do not have any service at all where I live and other provider besides AT&T also don't have a lot dependable service" Our MBPS is at 3. Lost connection constantly, many times no service at all. Obviously, because of poor MBPS we cannot take advantage of any streaming services which lower our costs for entertainment etc. I wish I could just depend on our cell phones but our service is unreliable so we need a landline. Being retired and on a fixed income, I wish it weren't so costly. Morgan County will never attract meaningful industrial development without high-speed broadband. And many of us who had planned on retiring in Morgan County are now looking elsewhere. I need nights and weekends for my job All the above for question Number 20. Would work from house if had better internet. We need better internet service. Frontier is not reliable at all. "Frontier, which is the only option for internet, is a horrendous company. I pay over 100 per month for less than 5 mps download, and less than 1 mps upload. The connection is spotty, with frequent outages, and it often takes weeks to get a technician to come onsite. Their technicians are often not customer friendly, and I have had to file an FCC complaint to get the company's attention. Frontier is not working so often that I changed to US Cellular so I could at least use my cell phone as a wi-fi hotspot in case of an emergence. Real, dependable broadband would be a great relief." There is a great need for better internet service in our area. We pay way too much for internet that hardly ever works and there are no other options for us. Frontier is HORRIBLE!!!! I am retired BUT I manage my (small as it is) and my wife's retirement account. So, I MUST have internet access. However, even thou I must admit I do have internet access, it is VERY slow and it goes out/down at least several times a year. And, Frontier Communications is one of the worst companies I have ever dealt with (and I have lived in 5 different states). All of us on our dead end street have internet issues. Frontier says that it is "too expensive" to fix it correctly & have done work-arounds at least twice in the last year. "For some reason the US Cellular service has gotten worse in the area... Affordability is most important to me and even though I have the lowest cost cable.I see complaints from Frontier and others online so it seems mine is pretty good. I think it has its moments and I understand that no company uses fiber trunks here?" I am retired but need to be able to get reliable service to keep up pages for several nonprofits I either head or participate in. HELP!!!!!!! I get no help from Frontier. I have been waiting 3 weeks for a service call. Frontier internet is awful. Not that long ago i was without internet service for little over a month because they did not know what was going on or would even come out and check on it. If Comcast was available in the area I would defiantly make the switch in a heartbeat. The whole Cherry Run are needs better internet service. All my neighbors and family have the same issue with frontier it never works....

Page 38 of 46 Frontier internet is awful properly the worst intent for the area. It goes down all the time and sometimes it will be down for a few weeks at a time. We need better internet in the area. PLEASE we need a lot better service in this area and more options. Frontier has a monopoly in this area, right now we DO NOT have any choices. Cable is not an option here !! I am disabled so I don't work I use the internet every single day and the slow speed and buffering is a real problem. There are so few options for internet service in our area and that is the real problem. We need too be updated and upgraded in order to be able to get the most out a service that is really a necessity in today's times. Our internet is interrupted frequently by Frontier. We cannot use our mobile phones in our area. Both adults work full time at home. Both internet based jobs "1. We tried Frontier landlines, but the reception was awful and there seemed to be other people on the line all the time, so we cancelled our land line. 2. Our cell phone service is terrible. Most of the time we don't have a single bar, and lose calls routinely. We are both in our seventies and our fear is that we will not be able to reach 911 in an emergency. 3. We have tried Verizon and AT&T will little success. Our current cellphone provider is Consumer Cellular, but with the same miserable results (at a lower price). 4. The town really needs something ROBUST for phone, internet, and TV services!" We have landline & cell phones. We have to keep our landline because our cells do not have a good enough service when we are home. Frontier says they provide fast internet but they are actually robbing people. I am supposed to get at least 6 mphs download and in the evenings I am lucky to get 0.12mphs. Something really needs to be provided other than this. I will be mailing a hard copy of this survey just in case this does not go through. HIGH SPEED INTERNET IS NEEDED!!!! I need nights and weekend internet More upload speed needed We are retired but belong to several service organizations in Morgan County and are officers in a couple of these. We communicate over the internet and via phone with our other members quite frequently. I understand I have moved to a very rural part of the country, I moved here because it is rural but being rural does not mean the citizens do not need the same services that are found elsewhere. I will see how long this is possible before possible moving. Calls and streams drop completely several times per hour due to Frontier not attempting to maintain service. They also harass and double charge. Frontier service is spotty for neighbors in our area, although (when it works) service to our home is OK. However Frontier landline and internet goes out often, requiring rebooting of modem or call for service. Frontier customer service is bad, promising a technician after many days and then often not showing up. Even Comcast would be wildly better than what we have. FIOS would be heavenly. My internet service is troublesome at best. Frequent interruptions and below industry standards with regards to upload and down load speeds. I pay for "high speed " (12Mbps) but get about 9Mbps. So not only poor reliability but I don't get what I pay for. I am retired and perform work from home on a volunteer basis Although retired, my wife and I use the Internet very actively in connection with church work, etc. "I have had many people visiting the area knock on my door, asking for directions or to use my landline. Their cell phone did not get service."

Page 39 of 46 The current broadband service is very unreliable. The speed I am suppose to receive for DSL varies so widely there are times when I cannot get online. I dropped my landline service because there was so much noise I couldn't hear the person I was calling. If it rains service is affected, if we have a storm service decreases. There hasn't been any indication the money we have paid for service has been used to help us have better service, in fact it is getting worse. Can only text on cell phone from my home cannot take calls The internet in this area has been off and on for the last two weeks. Running a business with sporadic internet outages and slow upload/download speeds is almost impossible. other options than Frontier, Please! Other options than Frontier please! We need much better service for those of us who have the 847 exchange. Reliability is more important to me than speed. My DSL has been down 4 times so far this year. One time for over a month. It is currently down for over two weeks and I have no idea when it will be fixed. Dates are very fluid. Frontier talks the talk but doesn't walk the walk. Internet has been out since Oct 24, 2018. "I would not have bought my house here in Morgan county if I had known it had such poor internet service. Living just 5 min. from Hancock, Md. I have no choice but to drive over to their public library to use their internet which I believe is around 25 MBs. If this situation is not improved in the next couple of years I will be forced to move as I determined to be informed right at home." "Cell service is very limited to non existent here. I use the tracfone when we travel where cell service is available. We need reliable service!! I believe that if other options were available frontier would consider investing in the service they offer. Our Frontier service has declined since I arrived here 15 + years ago." It is absolutely necessary for me to have internet access at night and on weekends. I am a supervisor at Valley Health System and if I can't get internet access when on call, I have to drive to work. This delays my response time to my customers. I would greatly benefit from high speed internet in my area. Thanks! We certainly need affordable, faster internet. More options than Frontier. PLEASE!!! HELP Please #5: Actual = 9.99 but contract is 39.99 Please help This is really important. Thank you Cell phone service is not good. Internet service is often not available. I also need nights and weekends for job It is urgent for our children to have better internet service, or they will be left behind We need better internet NOW!! I call to complain at least once a month I need nights and weekends. Thank you for caring enough to do this survey! Download speed 0.8 to 1.8. Frequent loss of service

Page 40 of 46 "We live in eastern Morgan County. We have had a number of outages on Frontier telephone and DSL internet over the past 3-4 years. We also note a significant signal drop after school and evenings, We often lose internet due to "insufficient band-width" The last outage was partially corrected after waiting nearly a month for a repair person to show up. It turned up that this time it was due to moisture on my home feed in wire. We are still experiencing a hum on the phone line and people report they are not able to reach us. The phone only rings once and then disconnects. We are reporting this again today. I have had a number of discussions with folks around the County who have complained about the frequent problems with the Frontier service. Most have agreed the repairmen have been good to deal with, but complained about the lack of ability to respond within the time frame promised and the lack of anyone calling to advise repair will be delayed" Frontier service is terrible. There are frequent outages, some which have lasted for days. We have dual DSL which allows us to watch internet based tv, but the buffering is irritating which causes video to "freeze" during heavier usage times after work hours. They have ALSO raised their rates again. Comcast is unavailable although we are right in Berkeley Springs, so we have no choice of providers. Frontier Internet is so unreliable. We have had multiple issues ever since the day we had it installed. Their customer service is a joke. They did not show up for 3 service calls. I wish we had a different option to choose from. Frontier has been doing better, but we need some competition. Frontier internet service is just so bad. i have been without internet service for 62 days this year. Want the best service at the lowest cost. Had Frontier previously for Internet-HORRIBLE Frontier has increased it's monthly charge for Internet Service the last three consecutive months. Our internet is terrible. We mostly switch to 3G on phone to do what we need. Thank you for working to provide better internet access to Morgan County We need internet that stays on all the time. Internet goes out too much It would be nice for Frontier to increase the speed to the level that would allow better internet. It is my understanding that they need to update the equipment No cellphone service at my home location. - or nearby or 1/2 mile I currently pay for the highest speeds both Frontier & Comcast offer in my area to maintain a connection that allows me to work from home. I do not get reimbursed for this, but it's better than having to commute daily into DC to work on site for my employer. I do not, tho, feel that I get the service that I should for paying $80 to Frontier & $90 to Comcast each month just for internet. I would love more options in this area for quality service. I need nights and weekends The internet service stinks! Frequently receive message that there is no internet connection, with short intervals before reconnecting. Takes FOREVER to download SHORT videos --1 minute long! Facebook repeatedly messages that there was a problem and had to reload the page! The landline is almost unusable! Voices are not able to be heard due to LOW volume (even with handset volume turned completely up) and buzzing in phone line. Were told we're so far out, we were lucky to even get service! online survey did not work My main concern with Frontier is their equipment failure or loss of internet service more than it should be. Land line is okay.

Page 41 of 46 "Frontier currently provides me with ~6mbps DSL service which is sufficient for providing smooth streaming video to the TV and responsive web access from my laptop concurrently. I managed to lock in a rate for the service at $19.99/mo for three years on 29 Dec 2015. I'm afraid to ask what that service will cost me in 2019. If I were to fill this questionnaire out in January, my responses might differ. Thanks for canvassing residents and inviting our input. I hope the responses received turn out to be helpful." There are frequent power drops None Look forward as to the developments! I keep checking my internet speed and it averages at 0.4 Mpbs when I do have it! It doesn't take much for the system to go down. When the last technician came out he said they never should have sold me service for being so slow. Someone lived here before me also had service here. I asked him if they were going to put another junction closer to me to get me faster service and he just said that's not going to happen. What happened to the law suit against Frontier? I thought they were supposed to make things better. I live alone, it is lonely. Internet would help al ot. Can we get Comcast out here? I cant afford internet through direct tv it is satellite internet . if I had Comcast then I could get tv and internet. Just to clarify, I have a home in Morgan County (at 3023 Milo School Road in Great Cacapon) with no high speed internet service. Frontier has said that dial up is my only option there (and that will not work for me). I work for the federal government in Kearneysville WV and require high speed internet to do my job and to telework. So, I currently live in Jefferson County, WV where I have that option. If I had high speed internet at my residence in Morgan County, I would move there permanently. It would mean a great deal to me if I were to have that option. Frontier needs competition. It is absolutely horrible. I'm currently connecting to the internet through cell service exclusively. I previously used Frontier, but their speeds were so bad (less than 1 mbps) that it didn't seem worth the money to continue. I would happily begin paying for a separate internet service again, though, if a better one was made available. My daughter lives in Raleigh. She often comes to help me out when I am home from a hospitalization (cardio issues). She tries to work remotely via internet so that she doesn't have to take days off. Twice, she's lost work time because I've lost Internet Service. And even when I have it she finds it too slow to do many of her tasks. "I live in Hampshire county with a Paw Paw address. I marked that I had landline phone service only. My cell service at home is spotty. Not always dependable. My landline phone service has problems. Sometimes there are static noises or it's hard to hear the other party." "High Speed internet is available, but it's awfully expensive. Recently, Frontier raised their internet rates without any notification -- other than seeing a higher monthly bill. My internet plan of 6 MB service went up $10. I called wondering why my bill went up. That's a hefty hike for the same service. The customer representative told me, if I added a landline phone (for no install fee / whether I used it or not) she could give me one of their special bundle packages that includes an upgrade of 12 MB internet speed (I had Dish Network service through them too) that my bill would be less than what I am paying now. So I took the offer, for better service and a lower monthly bill price. I had Comcast before, and currently have Dish Network (bundled through Frontier) for my TV service provider. Both seem to play the game of having you come on board at a low rate, but then they steadily increase their rates year after year it seems (by $8-10). From my experience, Dish provides better picture quality and reliable on-air service than Comcast cable. I just wished my monthly TV bill portion was lower." Frontier's customer service is very poor. If I had other options i would go in a heartbeat I sometimes disconnect my computer, kindle, Roku, etc just so I can have faster services on another item of which I'm using, so my Mbps cannot be very high. I would not have a landline which costs me $42.00 plus

Page 42 of 46 taxes a month at all if there was a cable system available in my area for better internet access, but to have internet for now I have to pay for a phone line. I do not have satellite TV because it became too expensive monthly. Tired of the bait and switch. Hughes was supposed to be so high speed. It's NOT, at least not unless you pay for additional tokens/month, that I can't afford. I'm retired on disability, but because my income is so low, I'm trying to do some part time work from home. I need dependable internet to be in touch with various sites I consult. Force Frontier Communications to improve upon their mediocre standards and follow the required federal mandatory guidelines that I being forced to pay for! Frontier Is Slow!! I am retired but do eBay selling We need more cell towers/better coverage. Frontier needs to be more reliable. Cable TV needs to get out here. DirecTV and DISH are far too expensive. Frontier DSL is too slow. Family and friends visiting need internet for telework. I also work part-time from home The pricing needs to be fair...none of the same price for people that get 3mg or slower and people that get 10mg and higher...if I am paying the same price that people with higher speed pay...then I should be getting the higher speed as well There needs to be more options for residence besides Frontier or any kind of Dish setup "Frontier is absolutely the WORST internet/phone service I have ever come across. At this moment, I have been without a useable landline since before September 21st and it's still out of order. It goes out every time we have any rain. My broadband speed with them is less than 4-5MB and they tell me it's normal. Verizon works in two places in my home. We need reliable, affordable internet/phone service out here. What we have is ridiculous." The problem in our community (River Ridge) seems to be mainly that the DSL service provided by Frontier cannot supply adequate service to those folks who are at or near the end of the line and the service seems to be overloaded on weekends when more people are on line. no internet or cell phone signal at my home...I live on bottom land in beaver dam woods sub-division. phone lines and electric are underground..cable service is not available. All cable/internet provider sucks! Comcast is ridiculously expensive. Thats why I have poor service Trouble with cellphone reception. Internet not dependable. Seems weather sensitive at times. Goes down so often. Only one telephone provider for my area. No TV unless through satellite due o mountain. Cost for services could. be more feasible. I live in Hampshire county. We need better service. Please send We need options!!! Frontier has the worst service in the universe! It rains no internet. They should not be allowed to monopolize the area. Especially when so many are so unsatisfied. "Please push the state government to start regulating internet. Several years ago I had to file a complaint with the FCC regarding download speed. The specifics of the complaint regarding over booking servers was not addressed but Frontier raised my download speed from 5-6 mbps up to 10."

Page 43 of 46 Also work part time at home for another company "My cell phone service is very unreliable. No signal most of the time. The $ amount I checked in Question #5 is part of the amount I checked in Question #4. It is all bundled together." There is no cell service in my home. My cell phone is for road emergencies only. It would be great to have cell service at home. I am very satisfied with Xfinity "I would like to have internet but since I moved here in Morgan County, I'm not sure what to do to obtain this. No internet." Frontier Communications is one of worst companies I have ever dealt with. If a reliable company were to offer phone/internet etc...... so many people probably would drop Frontier so fast they would not know what hit them. Frontier has a MONOPOLY! The Fed's have fined them 10's of millions and still they shit all over all. Relief... Competition!!! Frontier is slow, Directv is expensive and has very poor customer service, live too far from the road for cable, would have to pay to run the cable, up to $6000.00 A lot of times our internet service goes out. Slow when first turn on I am an officer in a service club and use the internet for it Had Frontier and changed to Satellite yesterday. Had trouble with internet with all areas but Now Hughes have not had long enough to know yet. You need to get rid of Frontier. They can't keep the phones working. Therefore the internet doesn't work either. I called to have ours fixed on the 3rd of the month, they could not get there in timely manner Retired and on limited income No Good inexpensive internet service is desperately needed in Morgan County ASAP Had AT&T for cell phone and switched to Trac Phone. No cellphone avail. at home with bad signal The biggest issue is the landline telephone service. Its fine when it works, but when there are problems, repair work is scheduled for weeks later, leaving me without phone HELP!! I also need nights and weekend access from home I have been without landline for over a month. Internet is slow. Frontier internet is awful goes out all the time and we do not have any other internet to choose from. Better internet service is a must in the cherry run area Would like cell service in my home I work part time for another company Frontier stops working between 5:00 and 7:00 PM and does not turn back on. Frontier stops working between 5:00 and 7:00 PM and does not turn back until later No signal for satellite tv! No ____ available on using wifi for internet and tv viewing. Service just muddle along and discover resources by accident. Also retired. Frontier needs to be improved and need secure, reliable competition. I need nights and weekends

Page 44 of 46 disconnected comcast cable Stay out of my personal life none of this is really your business Also have AT&T thru Straight Talk re: cellular provider Need nights and weekends No cellphone signal in my location. Low Line Road may prove problematic for running cable since river has history of flooding. I have internet but do not use it Cable will not install on my street Reliable faster service very desired in this neck of the woods. Was not aware of deficiency in internet when we moved here. Would double check this in future move. Frontier Stinks This is very much needed in this area Affordability and reasonable speeds and dependability are important Need cell tower or better reception. OTA power needs to be stronger, can't get channels or go in and out. More providers or better service options. Our internet has been down since before 9/17 Needs to be more affordable. Need more cellphone towers I don't have any service. Let me know when we are getting a go ahead Make internet service a utility. If it isn't working, no charge. Put meters into control this disruptions/buffering on regular basis would like to bundle internet, satellite TV, cell I work part time from home, self employed I would like to move into this century and be able to stream my tv and download data on computer. Neither works here Bring in the high speed cable i.e.). Comcast. Frontier sucks!!! I need nights and weekend access for my job. Have experienced frequent outages on landline and internet and inability to access sufficient cellphone bandwidth/signal. Service is not consistent. Up one minute and down the next Need Reliable internet service Please publish your findings and interim plans. Current internet is insufficient for doing business Frontier internet. Just switched from Excede. Would love to get rid of my landline, but cell service is not reliable

Page 45 of 46 Huge problem with Frontier is 1 MBS upload (or less) with send buffer that is too large and can't be changed. Surrounded by Comcast Fiber Lines, but our area is too far, less than 1 mile. We need faster and cheaper internet service, more competition. Would like better service than I have from Frontier I need nights and weekends I need nights and weekends, and work part time at home for another company Please help. Our Internet is so slow and unreliable Please do something. Will the new fiber optic cable help? Have not seen an improvement. Please keep information confidential. A company has already come thru for same

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