Cable Report Cards
Annual Cable Consumer Report Card for 2013
(1) Customer Service Performance Information| Cablevision | Time Warner Cable | Verizon FiOS | ||
|---|---|---|---|---|
| (a) Pctg of calls answered by voice response units ("VRU") | 99.68% | 99.70% | 100.00% | (VRU) Voice Response Unit. Also referred to as IVR (Interactive Voice Response Unit). A device which automates retrieval and processing of information by phone using touch tone signaling or voice recognition to access information residing on a computer to give a response. The response may be given by a recorded human voice or a synthesized (computerized) voice. |
| (b) Pctg of Calls abandoned by VRU | 2.95% | 13.19% | 3.00% | An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs. When inbound calls are abandoned, it is often because the caller is frustrated with the time on hold. When outbound calls are abandoned, it is usually because the call is disconnected by the automated dialer or automatic call distributor (ACD) when a live contact has been made but no agent was available to take the call. A predictive dialer can eliminate the problem of abandoned outbound calls. |
| (c) Percntage of busy Calls by VRU | 0.32% | 0.30% | 0.00% | The number of calls offered to agents that received a busy message divided by the total number of calls offered to agents, reported as a percentage. The busy time percentage should be less than 3 %. |
(2) Subscriber Rights and Remedies
| Cablevision | Time Warner Cable | Verizon FiOS | |
|---|---|---|---|
| Customer Service Tel. Number | 718-617-3500 |
Manhattan / Brooklyn / Queens: Staten Island: |
1-800-VERIZON (1-800-837-4966) |
| DoITT Contact Information | Telephone: 311, Internet, Mail: Telecommunications & Cable TV Divisions, NYC DoITT, 2 MetroTech Center, 4th Floor, Brooklyn, N.Y. 11201 |
Telephone: 311, Internet, Mail: Telecommunications & Cable TV Divisions, NYC DoITT, 2 MetroTech Center, 4th Floor, Brooklyn, N.Y. 11201 |
Telephone: 311, Internet, Mail: Telecommunications & Cable TV Divisions, NYC DoITT, 2 MetroTech Center, 4th Floor, Brooklyn, N.Y. 11201 |
| Credit Policy | If you have a cable-related outage that lasts for more than three consecutive hours, you will receive full credit for the time lost provided you call or write us within 30 days of the outage (information provided on back of customer bill). | Trouble Calls: $25 New Connects / Upgrades: $25 Outages of 4 or more hours: 1 day for all lines effected Service Credit Based on Exact dates and resoltuions in work order history |
In the event of a FiOS TV service outage or service interruption, you may be entitled to a service credit typically calculated as a proportionate amount of your current monthly bill. In most instances, you must promptly report the outage to us in order to qualify for this credit. |
| Privacy Notice | Will comply with the provisions of 47 U.S.C 551 and other applicable law. Inc. local standards (see attached). | Will comply with the provisions of 47 U.S.C 551 and other applicable law. | Verizon will treat your personally identifiable information provided to us in accordance with our current FiOS TV Privacy Notice, which is subject to change. A copy of the FiOS TV Privacy Notice is available at verizon.com/privacy. |
| Billing Dispute Resolution | Will comply with the provisions of 4.4 Procedure for the resolution of billing disputes in current franchise agreement. | Will comply with the provisions of Section 4.4 in NYC/TWC Franchise Procedure for the resolution of billing disputes. | Will comply with the provisions of Section 4.4 of Appendix A to the NYC/VZ Franchise governing the Procedure for the Resolution of Billing Disputes. |
| Payment Information | Cablevision PO Box 371378 Pittsburgh, PA 15250-7378 |
Online; By Mail: Time Warner Cable PO Box 9227 Uniondale, NY 11555-9227; By phone: One time payments call 866-899-7737, to set up recurring payments: 866-892-7299; In person: at any of our retail stores/payment centers |
There are several convenient options for paying your FiOS TV bill. You can pay by check, credit or debit card, phone (for a fee), electronic funds transfer, from your TV using your Verizon remote control, or in person by cash or money order at an authorized payment vendor or Verizon Local Presence Center (visit verizon.com and look for the Store Locator at the bottom of the page to find a convenient location). You can also visit myverizon.com and follow the instructions to set up an account to view and pay your bill online and access your most up-to-date account details. You can also "go green" by signing up for paper free billing and Verizon will email your bill to you each month. |
(3) Price of Service Informatio
| Cablevision | Time Warner Cable | Verizon FiOS | |
|---|---|---|---|
| Basic Svc Charge, Next Level Tier, Pay Services and Equipment charge | Basic Service - 15.52 Optimum Value - $64.95 Optimum Preferred - $74.95 Optimum Silver - $89.95 Optimum Gold - $109.95 Premium Channels - $11.95 to $14.95 Set Top Box W/Remote - $6.95 HD Channels - No Extra Charge Parental Controls - No Extra Charge |
Brooklyn/Queens: Basic=$22.75 Standard=$49.05; Staten Island: Basic=$21.00 Standard=$44.50; Northern Manhattan: Basic=$21.75 Standard=$50.05 Southern Manhattan: Basic=$22.75 Standard=$49.05 HBO, Cinemax, Showtime, The Movie Channel, STARZ and OD= $15.95 each, Cable/HDTV/DVR/HD-DVR Box=$10.00 each Per month |
FiOS TV Local = $12.99 FiOS TV Select HD = $49.99/month (approx. 60 channels) FiOS TV Prime HD = $64.99/month (approx. 270 channels) FiOS TV Extreme HD = $74.99/month (approx. 340 channels) FiOS TV Ultimate HD = $89.99/month (approx. 390 channels) La Conexión = $54.99/month (approx. 180 channels) CableCARD = $4.99/month Digital Adapter = $5.99/month HD Home Media DVR (features Multi-Room DVR) = $19.99 HD DVR (includes HD channels) = $16.99/month Set Top Box (includes HD channels) = $7.99/month Broadband Home Router = $4.99 Rates subject to change. Other terms and conditions apply. Please visit http://verizon.com/fiostv for additional pricing and plans including but not limited Premium Channel, Sports Channel, International Channel, and Movie packages, as well as bundled product promotions. |
| For Channel Information, additional charges and/or bundled service pricing, please go to the provider website. | optimum.com | timewarnercable.com | verizon.com |
(4) Content/Channel Changes and Improvement Information
| Cablevision | Time Warner Cable | Verizon FiOS | |
|---|---|---|---|
| Changes and Improvements in 2014 | Among Cablevision's video product enhancements in 2013 were the launch of This TV Network, Mundo Fox HD, Premier S. Asian Package, Star India PLUS, Star India GOLD, Life OK, CTS America, KBS World, Sprout, NTD New York Channel , Phoenix North American Chinese Channel , Phoenix InfoNews Channel , The Blaze SD/HD, NYC Life in HD, Reelz HD, English Premier League Soccer Overflow channels, Optimum Channel, FOROtv, Fusion SD/HD, Launch Oxygen HD, 18 Seasonal Sports channels HD, Classic Arts Showcase SD and the English Premier League Soccer Overflow channels. | Added programming: Hallmark Movie Channel; TV84; TVK; TVK2; Military HD; NBC Sports Extra 5 thru NBC Sports Extra 9; NBC Sports Extra HD 5 thru NBC Sports Extra HD 9; Pro Sports on Demand SD; NY1 Noticias HD; Universal Sports; Universal Sports HD; QVC Plus; QVC Plus HD; TWCollege Football 1 thru TWCollege Football 6; Univision Deportes; Univision Deportes HD; Univision Telenovelas; Revolt; Revolt HD; Sprout; Sprout HD; Rocks TV; Encore on Demand; Smithsonian; Al Jazeera America; Al Jazeera America HD | Over the past year Verizon has added Al Jazeera America, Antena 3 HD, beIN Sport en Español HD, beIN Sport HD, Cooking Channel HD, ESPN Deportes HD, FiOS Premiums Half Off, FiOS Quantum 50M Upgrade Here, FOROtv, Fusion, MBC Drama HD, MC Love Songs, MC Pop Country, MC Pop Rhythmic, MC Y2K, MLB Extra Innings/NHL Center Ice HD6, MLB Extra Innings/NHL Center Ice HD7, MLB Extra Innings/NHL Center Ice HD8, MLB Extra Innings/NHL Center Ice HD9, Oxygen HD, Revolt TV, Sony Movie Channel HD, Sony Movie Channel HD, Teen MC, The Israeli Network, TV Guide Network HD, TV Japan HD, TV Land HD, Universal Sports Network HD, Univision Deportes HD, Univision tlNovelas, Willow Cricket HD and WNYW Movies! |
| Future Changes and Improvements | To be announced. | TWC has already launched the TWC TV app on 7 platforms including Mobile, Tablet, Web, Roku, Samsung Smart TV, xBox 360 and the Kindle. TWC has also released cloud based navigation on close to 3M STB. In the very near future TWC plans to: continue to add exciting new programming to our International Premium packages. Continue to simplify how our customers find what they want in our growing library of programming. We will be enhancing the features for our TWC app appearing on consumer electronic devices, such as Roku, xbox 360, Roku, Samsung and Kindle, Mobile and Tablet. TWC will continue to evaluate and consider additional platforms moving forward. |
To be announced. |
(5) Significant Outage Information
| Cablevision | Time Warner Cable | Verizon FiOS | |
|---|---|---|---|
| (a) Summary of catagories by Hub/Node/VSO (Nodes are typically a few hundred residences. Hubs are usually many nodes within a franchise area. VSO is a FiOS term representing an area usually within a franchise.) | The number of events increased as a result of early detection. In 2013, CVC employee new tools to aid in early detection of outages, ingress that would cause customer impairment. In addition all issues were triaged by a Regional Operations Group dedicated to identify problems for proper escalation. As a result system reliability improved and outage duration improved compared to 2012. As a result of the Hurricane Sandy experience, CVC created a stronger relationship with Power Utility providing for improved escalation process between the two. | Over the past year Time Warner Cable experienced no significant Outages consisting of commercial power outages, generator outages, and fiber cuts. There were 2,846 distinct plant related outages affecting 2,846 Nodes or Amps | There are 62 VSOs which serve the 5 New York City boroughs. For 2013 Verizon FiOS experienced 114 significant outages. -21 resulted from fiber cuts for an average duration of 260 minutes -93 were plant related: -58 equipment upgrades initiated by Verizon to improve reliability with an average duration of 62 minutes -35 were the result of equipment replacement or software reconfigurations with an average duration of 44 minutes -0 were power issues |
| (b) Percentage of catagories of significant outage | Improvement in average outage duration: Bronx 73 minutes (2012- 213 min, 2013 140 minutes). The average customer experienced only one outage in 2013. Of the 48 outages affecting 100 customers or more, 21% were fiber cut related, 10% were power company related, and the remaining were other plant impacting issues. | Of the 6 Significant Outage events the total outage hours = 65.45 hours. Cut\Damaged Fiber = 38.77 outage hours or 59.24% of significant outage hours. Hardware Failure = 26.68 Outage Hours or 40.76% Of the 6 Significant outage events 11,179 Total Subscribers were impacted. For the 5 Fiber events they averaged 1,814 Subscribers and totaled 9,070 Subscribers (81.13% of Significant outages) and the Hardware failure impacted 2,109 subscribers (18.87% of 81.13% of Significant outages) | Significant outage breakdown - 21 fiber cuts which averaged 723 subscribers for 260 minutes accounting for 10% of the subscriber outage minutes - 93 plant outages: - 58 equipment upgrades initiated by Verizon to improve reliability with an average of 8,702 subscribers for 62 minutes per outage which accounted for 80% the total of the subscriber outage minutes - 35 equipment replacement or software reconfigurations with an average of 2,614 subscribers for 44 minutes per outage which accounted for 10% the total of the subscriber outage minutes - 0 power issues |
| (C) Remedies performed by franchisee for each category of significant outage | Significant outage breakdown - 21 fiber cuts which averaged 723 subscribers for 260 minutes accounting for 10% of the subscriber outage minutes - 93 plant outages: - 58 equipment upgrades initiated by Verizon to improve reliability with an average of 8,702 subscribers for 62 minutes per outage which accounted for 80% the total of the subscriber outage minutes - 35 equipment replacement or software reconfigurations with an average of 2,614 subscribers for 44 minutes per outage which accounted for 10% the total of the subscriber outage minutes - 0 power issues |
For generator issues, equipment was replaced if necessary, or refueled. Commercial power was restored by commercial power companies. | Fiber cuts/damaged fibers: - Verizon replaced or repaired fiber as necessary to restore service Plant related outages: - Software issues were remedied by restoring correct configuration of equipment - When necessary Verizon replaced defective equipment - Verizon performed equipment upgrades during the off-peak hours between 1:00 A.M. and 5:00 A.M. to improve reliability |