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1 Reports: Performance and Reliability Problems Decline in Both Residential TV and Internet Services; Quality and Connection Speeds Continue to Improve WESTLAKE VILLAGE, Calif: 25 September 2014 The number of performance quality, reliability and connection speed problems has declined from last year as TV and Internet service providers (ISP) continue to upgrade their networks to newer technology and faster connection speeds, according to the three U.S. wireline studies released today: the J.D. Power 2014 U.S. Residential Television Service Provider Satisfaction ; the J.D. Power 2014 U.S. Residential Internet Service Provider Satisfaction ; and the J.D. Power 2014 U.S. Residential Telephone Service Provider Satisfaction Study. SM The annual wireline studies evaluate residential customers experiences with TV, Internet and phone services in four regions: East, South, North Central and West. The studies measure customer satisfaction based on five factors: performance and reliability; cost of service; programming (TV only); billing; communication; and customer service. Satisfaction is calculated on a 1,000-point scale. The ability to provide a high-quality experience with all wireline services is paramount as performance and reliability is the most critical driver of overall satisfaction, said Kirk Parsons, senior director of telecommunications at J.D. Power. While customers may be leveraging the same network or connection across multiple services, their experience can be different given the equipment type, connection to the home, service plans used and the different activities performed on each. According to Parsons, as expectations regarding usage, performance quality and reliability continue to evolve, companies that understand these dynamics will be better positioned to provide a more satisfying customer experience, which can lead to higher levels of overall satisfaction and higher rates of retention, advocacy, and return on investment. KEY FINDINGS Residential Television Service Provider Satisfaction Study DIRECTV and Verizon FiOS (738) rank highest (in a tie) in TV customer satisfaction in the East region; U-verse (750) ranks highest in the North Central region; Verizon FiOS (751) ranks highest in the South region; and DISH Network (739) ranks highest in the West region. Satisfaction with performance and reliability has improved to 743 in 2014, an increase of 17 points from 726 in Customers experience fewer television service quality problems in For example, 31 percent of customers have experienced picture freezing in the past 3 months, down from 38 percent in Moreover, just 46 percent of customers have experienced a temporary loss of signal, a decrease from 51 percent year over year.

2 Slightly fewer customers have experienced a television outage in 2014, compared with 2013 (28% vs. 30%, respectively). That 2 percent improvement positively impacts overall satisfaction by 89 points among customers who do not experience an outage, compared with those who do experience one. Residential Internet Service Provider Satisfaction Study Verizon ranks highest in ISP customer satisfaction in the East (712) and South (725) regions; WOW! (Wide Open West) scores 728 ranking highest in the North Central region; and (704) ranks highest in the West region. Satisfaction with performance and reliability has improved to 700 in 2014, an increase of 37 points from 663 in ISPs have reduced the average number of website connection errors experienced by customers in the past 3 months to 2.9 from 4.4 in 2013, a 35 percent improvement. Providers have also reduced general service outages by 31 percent year over year (1.1 vs. 1.6, respectively). Customers have experienced fewer Internet speed problems, with just 2.1 instances of excessively slow loading during the past 3 months, compared with 3.0 in Residential Telephone Service Provider Satisfaction Study (740) ranks highest in telephone customer satisfaction in the East region; WOW! (Wide Open West) scores 767 ranking highest in the North Central region; Bright House Networks (751) ranks highest in the South region; and (739) ranks highest in the West region. Overall satisfaction with performance and reliability is 754, up from 749 in The incidence of general outages with phone service has declined, affecting 17 percent of households in 2014, compared with 21 percent in The 2014 U.S. wireline studies are based on responses from 30,358 customers nationwide who evaluated their cable/satellite TV, high-speed Internet and telephone service providers. The studies were fielded in four waves: December 2013, February 2014, May 2014 and July Media Relations Contacts John Tews; Troy, Mich.; ; About J.D. Power and Advertising/Promotional Rules About McGraw Hill Financial Note: Twelve charts follow.

3 2014 U.S. Residential Television Service Provider Satisfaction East Region DIRECTV 738 Verizon FiOS 738 DISH Network 735 EAST AVERAGE Optimum (Cablevision) Source: J.D. Power 2014 U.S. Residential Television Service Provider Satisfaction

4 2014 U.S. Residential Television Service Provider Satisfaction North Central Region U-verse 750 WOW! (Wide Open West) 728 DISH Network 727 DIRECTV 716 Bright House Networks 713 NORTH CENTRAL AVERAGE Source: J.D. Power 2014 U.S. Residential Television Service Provider Satisfaction

5 2014 U.S. Residential Television Service Provider Satisfaction South Region Verizon FiOS 751 DIRECTV 748 U-verse 743 DISH Network 735 Bright House Networks 731 SOUTH AVERAGE 720 Suddenlink Source: J.D. Power 2014 U.S. Residential Television Service Provider Satisfaction

6 2014 U.S. Residential Television Service Provider Satisfaction West Region DISH Network 739 U-verse 738 DIRECTV 736 Verizon FiOS WEST AVERAGE Mediacom Communications 593 Source: J.D. Power 2014 U.S. Residential Television Service Provider Satisfaction

7 2014 U.S. Residential Internet Service Provider Satisfaction East Region Verizon EAST AVERAGE 687 Optimum (Cablevision) Frontier Communications 655 Source: J.D. Power 2014 U.S. Residential Internet Service Provider Satisfaction

8 2014 U.S. Residential Internet Service Provider Satisfaction North Central Region WOW! (Wide Open West) Cincinnati Bell 686 NORTH CENTRAL AVERAGE Frontier Communications 650 CenturyLink 640 Source: J.D. Power 2014 U.S. Residential Internet Service Provider Satisfaction

9 2014 U.S. Residential Internet Service Provider Satisfaction South Region Verizon 725 Bright House Networks 718 Suddenlink SOUTH AVERAGE CenturyLink Windstream 623 Source: J.D. Power 2014 U.S. Residential Internet Service Provider Satisfaction

10 2014 U.S. Residential Internet Service Provider Satisfaction West Region Verizon WEST AVERAGE 671 CenturyLink Frontier Communications 638 Mediacom Communications 595 Source: J.D. Power 2014 U.S. Residential Internet Service Provider Satisfaction

11 2014 U.S. Residential Telephone Service Provider Satisfaction East Region 740 Verizon 725 Frontier Communications EAST AVERAGE 715 Optimum (Cablevision) Source: J.D. Power 2014 U.S. Residential Telephone Service Provider Satisfaction

12 2014 U.S. Residential Telephone Service Provider Satisfaction North Central Region WOW! (Wide Open West) Cincinnati Bell 721 NORTH CENTRAL AVERAGE CenturyLink 683 Frontier Communications 677 Source: J.D. Power 2014 U.S. Residential Telephone Service Provider Satisfaction

13 2014 U.S. Residential Telephone Service Provider Satisfaction South Region Bright House Networks 751 Verizon SOUTH AVERAGE CenturyLink Windstream 683 Source: J.D. Power 2014 U.S. Residential Telephone Service Provider Satisfaction

14 2014 U.S. Residential Telephone Service Provider Satisfaction West Region Verizon 719 WEST AVERAGE 715 CenturyLink Frontier Communications 681 Source: J.D. Power 2014 U.S. Residential Telephone Service Provider Satisfaction

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