(a) When requested to do so, a video service provider shall assist the City in addressing video service subscriber complaints, in a manner consistent with the provider’s complaint handling process.
(b) A video service provider shall meet all of the following customer service standards:
(1) The provider shall restore video service within 72 hours after a subscriber reports a service interruption or other problem if the cause was not a natural disaster.
(2) Upon a report by a subscriber of a service interruption, and if the interruption is caused by the video service provider and lasts for more than fours hours in a given day, the provider shall give the subscriber a credit in the amount of the cost of each such day’s video service as would be billed to the subscriber.
(3) Upon a report by a subscriber of a service interruption, and if the interruption is not caused by the video service provider and lasts for more than 24 consecutive hours, the provider shall give the subscriber, for each hour of service interruption, a credit in the amount of the cost of per-hour video service as would be billed to the subscriber.
(4) The provider shall give a subscriber at least 30 days’ advance, written notice before removing a channel from the provider’s video service, but no such notice is required if the provider must remove the channel because of circumstances beyond its control.
(5) The provider shall give a subscriber at least ten days’ advance, written notice of a disconnection of all or part of the subscriber’s video service, except if the disconnection has been requested by the subscriber, is necessary to prevent theft of video service, or is necessary to reduce or prevent signal leakage as described in 47 C.F.R. 76.611.
(6) The provider shall not disconnect all or part of a subscriber’s video service for failure of the subscriber to pay its video service bill, until the bill is at least 45 days past due.
(7) The provider shall give a subscriber at least 30 days’ advance, written notice before instituting an increase in video service rates.
(Ord. 22-07. Passed 11-19-07.)