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(A) Except in times of a natural or man-made emergency, or an appointment scheduled with the mutual consent of a subscriber, the operator shall respond to the service requests and complaints of subscribers within 36 hours after the need for service becomes known. Moreover, except in emergency situations, the operator shall inform the customer whether the service call is scheduled for the morning, afternoon, or evening hours. If the service call has to be canceled or rearranged, unless the subscriber decides otherwise, the operator shall make every effort to notify the customer as soon as possible, and to re-schedule the service call.
(B) The operator may rank-order service calls in order of severity. Total outages will take precedence over area outages; area outages take precedence over a single home; and a multichannel problem takes precedence over a single channel problem.
(Ord. O-19-08, passed 11-11-08)
(A) Except in times of a natural or man-made emergency, the operator shall at all times, have access to, and be able to secure sufficient maintenance and repair parts and equipment for the system, so that the operator can respond to, and correct, all subscriber service interruptions within the time periods specified in this chapter.
(B) Except in times of natural or man-made emergency, including severe weather conditions, or strike, the operator shall have sufficient maintenance and repair personnel, so that the operator can respond to, and correct, subscriber service interruptions within the time periods specified in this chapter.
(C) Notwithstanding the other requirements and provisions contained in this section, the operator shall maintain at least one service technician on call 24 hours per day.
(Ord. O-19-08, passed 11-11-08)
(A) During non-rush periods, new standard installations, promotional, short-term, or seasonal connections, re-connections, and upgrades of service by the operator shall be performed and completed within seven days of a customer requesting such. A standard installation is one that is located within 150 feet from the existing distribution system. During rush periods new installations, promotional, short-term, or seasonal connections, re-connections, and upgrades of service by the operator shall be performed and completed within 14 days of a customer requesting such, if cable is built to the home.
(B) While the operator may charge a customer for installing, connecting, or reconnecting service, such charge must be explained to customers.
(C) In the case of a promotional or seasonal connection, any limitations or restrictions should be explained prior to the promotional or seasonal connection.
(D) The operator may charge an appropriate re-connection charge or require a security deposit, in those instances where a customer is re-connected after an involuntary disconnection for non-payment or a prior history of unsatisfactory payment.
(Ord. O-19-08, passed 11-11-08)
(A) A subscriber shall be considered delinquent in payment if payment is not made within ten days after receipt of the bill. The operator shall not disconnect service prior to 30 days after a subscriber's receipt of the unpaid bill, however, the operator may charge a late fee for any payment which has not been made after the tenth day from receipt.
(B) Receipt of a dishonored check from a subscriber, in response to a written notice of disconnection, does not constitute payment, and the operator need not give the subscriber further notice prior to disconnecting service.
(C) The operator may add a reasonable collection charge, subject to applicable state regulations to the subscriber's bill.
(Ord. O-19-08, passed 11-11-08)
(A) At any time, a subscriber, who does not have a separate contract with the operator, may request that a particular service tier, pay channel, premium channel, informational service, or the entire service be disconnected.
(B) A subscriber may request a downgrade from a particular level of service to a less comprehensive level of service or a less expensive level of service.
(C) From the date that such a subscriber makes such a request for either a disconnection or downgrade, the operator shall have ten days to disconnect or downgrade the service tier, pay channel, premium channel, informational service, or entire service. In the event that the operator does not disconnect or downgrade service within this period, a subscriber's obligation to pay for such service shall cease, or in the case of a downgrade, a subscriber's obligation to pay for the more comprehensive and/or higher priced service shall cease ten days from the date of the customer request.
(D) For a service tier, premium channel or informational service which is voluntarily disconnected, a subscriber shall pay a pro rata share of the monthly rate for such service tier, premium channel or informational service.
(E) Once a valid connection to a pay-per-view event occurs, the operator may collect the full advertised or quoted rate should the customer then attempt to disconnect the pay-per-view event.
(F) Provided that the operator does not have to make a trip or add additional equipment to the subscriber's location to perform a change in service, no separate disconnect or downgrade charge may be passed onto a subscriber if it chooses to take advantage of a lower-priced or less comprehensive service tier. However, to prevent subscriber abuse of this voluntary disconnection or downgrade policy, a subscriber shall be charged a minimum one month's full rate for any one service tier which is connected and then subsequently disconnected.
(G) If the operator's equipment is, or has been damaged by a subscriber, prior to disconnection, then the operator may charge the subscriber with the entire cost for such damage, provided that the operator notifies the subscriber within 30 days of the disconnection. A subscriber shall not be required to pay for equipment failure if the circumstances fall within the normal wear and tear guidelines.
(H) Any refund due a subscriber after disconnection (both for non-payment and voluntary) shall be made within 45 days after such disconnection.
(Ord. O-19-08, passed 11-11-08)
In the event of a subscriber billing or repair complaint, the complaint will be handled as follows:
(A) The operator shall have the initial response to a complaint occur no later than one service day after receipt of the complaint; and
(B) Every attempt will be made to resolve the complaint within 72 hours or three service days, whichever is longer, after receipt of the complaint.
(Ord. O-19-08, passed 11-11-08)
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