(A) Each licensee shall at all times satisfy federal customer service standards and the subscriber service standards set forth in the license and this chapter. If there is a conflict among standards, the standard set forth in the license and this chapter shall prevail, unless federal law has preempted such standard, in which case the federal standard shall apply to the extent required by federal law.
(B) Upon termination of cable services to any subscriber, the licensee shall promptly remove its converter equipment from the premises of such subscriber upon the subscriber’s request.
(C) The licensee shall render efficient cable services, make repairs promptly, and interrupt cable services only for good cause and for the shortest time possible. Such interruptions, insofar as possible, shall occur during periods of minimum cable system use.
(D) The licensee shall not knowingly allow its cable or other operations to interfere with television reception of persons not serviced by licensee, nor shall the cable system interfere with, obstruct, or hinder in any manner, the operation of the various utilities serving the residents of the town.
(E) The licensee shall continue, through the term of the license, to maintain the technical, operational, and maintenance standards and quality of cable service set forth in the license and this chapter.
(F) Under normal operating conditions, each of the following four standards for subscribers shall be met not less than 95% of the time, measured on a quarterly basis.
(1) Standard drops (including reconnects) shall be installed within seven days after an order has been placed.
(2) Under normal operating conditions, the licensee will begin working on service interruptions promptly and in no event later than 24 hours after the service interruption becomes known.
(3) The “appointment window” alternatives for installations, service calls, and other installation activities will be either a specific time or, at a maximum, a four-hour time block during normal business hours. The licensee may schedule service calls and other installation activities outside of normal business hours for the express convenience of the subscriber.
(4) If a licensee representative is running late for an appointment with a subscriber and will not be able to keep the appointment as scheduled, the licensee will attempt to contact the subscriber. The appointment will be rescheduled, as necessary, at a time that is convenient for the subscriber.
(G) In addition to the service interruption requirements set forth above, whenever it has been determined that an outage exists, the licensee shall respond immediately. It shall be deemed a violation if licensee exceeds a four-hour average response time to outages during any consecutive three-month period.
(Ord. 2003-07, passed 9-25-2003)