4.20.128.17 Connections and disconnects.

Failure to meet the requirements of this section will result in foreseeable damages in an amount specified in the section titled, “liquidated damages.”

   4.20.128.17.1.   The franchisee shall execute an installation or disconnection within seven calendar days of the subscriber's order. Failure to meet the installation deadline shall result in a crediting of the customer's account the amount equal to one month's basic service or twenty dollars ($20.00) which ever is less. A subscriber ordering disconnection shall be entitled to a prorated credit from the date of disconnection to the next regular bill date.

   4.20.128.17.2.   The franchisee shall provide each subscriber at the time of initial subscription to the system and upon request notice as to the procedures to be used for reporting and resolving complaints regarding the quality of service, defective equipment and similar matters; a complete listing of cable-related rates and fees; and a copy of billing policies.

   4.20.128.17.3.   A subscriber shall receive the monthly bill no less than two weeks in advance of its due date. A coupon book system may be employed.

   4.20.128.17.4.   Any disconnection or relocation caused by a city-ordered relocation of franchisees equipment due to repairs, refurbishing, demolition, safety or security reasons shall be effected at no additional charge to the city or the subscriber.

   4.20.128.17.5.   Involuntary Disconnection. Franchisee shall only disconnect or terminate a subscriber's service for good and just cause. The franchisee shall not disconnect service for nonpayment until the franchisee has provided the subscriber with written notice, separate and apart from the customer's regular monthly bill, provided on or after the due date of the subscriber's billing and separately from that billing, at least ten (10) calendar days in advance of the disconnection. The notice shall specify:

   4.20.128.17.5.1.   Proposed date subject to disconnection;

   4.20.128.17.5.2.   Total payment required to avoid disconnection, with an itemization of component charges if such itemization has not recently been supplied to the subscriber;

   4.20.128.17.5.3.   Total amount in arrears if that amount differs from above; and

   4.20.128.17.5.4.   Telephone numbers and office hours to contact a customer service representative.

   4.20.128.17.5.5.   In no event shall involuntary disconnection or termination for nonpayment occur less than fourteen (14) calendar days after the end of any billing period for which charges are delinquent. Franchisee will make reasonable efforts personally to contact the subscriber by knocking on the door of the subscriber's residence or other facility and giving the subscriber an opportunity to continue service by paying all accrued charges. Where a franchisee has improperly discontinued service, or discontinued service not in accordance with the procedures set forth above, it shall provide free reconnection within twenty four (24) hours of being made aware of improper disconnection and credit the customer's account in the amount of one month's basic service or twenty dollars ($20.00) which ever is less. The credit shall appear in the customer's next billing cycle. Failure to properly credit any customer account shall be grounds for termination of the franchise agreement. (Ord. 205 § 3, 2001)