Cable Report Cards
Annual Cable Consumer Report Card for 2016
(1) Customer Service Performance Information| Cablevision | Time Warner Cable | Verizon FiOS | ||
|---|---|---|---|---|
| (a) Pctg of calls answered by voice response units ("VRU") | 99.87% | 99.90% | 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 | 5.03% | 3.50% | 2.4% | 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 | 0.13% | 0.00% | 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: 212-358-0900 Staten Island: 718-816-8686 Toll Free Number: 1-844-287-8405 |
1-800-VERIZON (1-800-837-4966) |
| DoITT Contact Information |
Telephone: 212-New York or 311, Internet, Mail: DoITT Consumer Service Department - Cable TV, 2 MetroTech Center, 4th Floor, Brooklyn, N.Y. 11201 |
Telephone: 212-New York or 311, Internet, Mail: DoITT Consumer Service Department - Cable TV, 2 MetroTech Center, 4th Floor, Brooklyn, N.Y. 11201 |
Telephone: 212-New York or 311, Internet, Mail: DoITT Consumer Service Department - Cable TV, 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. |
Trouble calls: $0. Outages of 4 or more hours. |
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. | 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 Privacy Policy applicable to Fios TV Services, which is subject to change. A copy of the Privacy Policy applicable to Fios TV Services is available at Verizon. |
| Billing Dispute Resolution | Will comply with the provisions of Appendix A Part 1 section 4.4 Procedure for the Resolution of Billing Disputes in current franchise agreement | See Section 4.4 in NYC/TWC franchise procedure for 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 |
Online: Time Warner Cable By Mail: Customers mailing their payments (using check or money order) should mail the payments to the address listed on their bill statement. By phone: One time payments call 866-899-7737; to set up recurring payments access MyAccount online. In person: At any of our retail stores/payment centers. Please see- TWC Store Locator on TWC.com and online using MyAccount access. |
You have several options for paying your bill, including: • verizon.com |
(3) Price of Service Information
| Cablevision | Time Warner Cable | Verizon FiOS | |
|---|---|---|---|
| Basic Svc Charge, Next Level Tier, Pay Services and Equipment charge |
Basic Service - $17.95 |
BKN, MANH, QUEENS, STATEN ISLAND Spectrum TV Basic $19.99 EQUIPMENT RENTAL (PER MONTH) ***All products and services are subject to change, please visit the Charter-Spectrum website for current rates and charges. |
Fios® TV Local - $12.99 CableCARD - $5.00 DVR Service - $12.00 |
| Rates shown are for new subscribers and vary based on subscriber tenure. Rates subject to change and do not include taxes, franchise fees and other charges paid to federal, state and local governments. A Regional Sports Network Fee of up to $5.89 applies monthly to Fios TV Preferred HD, Fios TV Custom (with Sports Plus channel pack or with Sports and More), Fios TV Extreme HD, Fios TV Ultimate HD and Fios TV Mundo Total packages. A Broadcast Fee of $2.99 applies monthly to all Fios TV packages. Please visit Verizon for additional pricing and plans. | |||
| For Channel Information, additional charges and/or bundled service pricing, please go to the provider website. | optimum.net | charter.com | verizon.com |
(4) Content/Channel Changes and Improvement Information
| Cablevision | Time Warner Cable | Verizon FiOS | |
|---|---|---|---|
| Changes and Improvements in 2015 | Among Cablevision's NYC video product enhancements in 2016 were the launch of the following programming: WGN America SD/HD, PopTV SD/HD, Viceland SD/HD, Heroes & Icons SD, Discovery Life SD, EuroNews OOH SD, MediaSet OOH SD and Hulu HD. | Introduced new Spectrum Packaging and Pricing (SPP) to customers across our footprint including New York City. This offering for new and existing customers includes a variety of video programming, high-speed Internet and voice service options. Spectrum also expanded its Latino offering by adding over thirty new programming services such as AYM Sports, Bandamax, Canal 22 Mexico, De Pelicula, De Pelicula Clasico, El Garage TV, Estudio 5, Nat Geo Mundo, Sur Peru, TBN Enlace, Tele El Salvador, TV Chile, TV Venezuela and the ULTRA channel suite. General entertainment programming such as AXS, BET Soul, BYU, FamilyNet, HDNET MOVIES, Flix, Indieplex, Movieplex and RFD were also added to channel line-up. | Over the past year, Verizon has added the following programming: BLUEHIGHWAYS TV (CH 247); LOGO HD (CH 687); VICELAND HD (CH 697); UP HD (CH 738); PURSUIT CHANNEL HD (CH 818); EL REY (CH 198); AXS TV (CH 215); ESPN COLLEGE EXTRA 1 HD (CH 821); ESPN COLLEGE EXTRA 2 HD (CH 822); ESPN COLLEGE EXTRA 3 HD (CH 823); ESPN COLLEGE EXTRA 4 HD (CH 824); ESPN COLLEGE EXTRA 5 HD (CH 825); ESPN COLLEGE EXTRA 6 HD (CH 826); ESPN COLLEGE EXTRA 7 HD (CH 827); ESPN COLLEGE EXTRA 8 HD (CH 828); NEWSMAX TV HD (CH 615); SUR PERU (CH 1510); FXM HD (CH 732); RIDE TV HD (CH 635); Z LIVING HD (CH 662) |
| Future Changes and Improvements | To be announced | Charter will announce exciting changes such as a new on-screen guide to make channel navigation easier and a continued expansion of content with easy access across a myriad of devices, live and on demand, inside and outside of the home. Charter is also committed to expanding international offerings in 2017 to meet the growing needs of the diverse communities we serve. |
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.) | During 2016, Altice USA continued to utilize multiple proactive detection tools to more quickly identify and respond to outages across Altice’s coverage area within the New York City region. In 2016 there was a slight increase in the total number of outages as compared to 2015. That increase was largely attributable to an 11% increase in 3rd party cuts and cable damage. Additional categories of significant outages include equipment failure, ingress, alignment and power. |
Significant outages are defined as those impacting twenty or more customers per node. Over the past year, the company experienced 1,017 significant outages consisting of 23 Cut/Damaged Fiber outages, 754 Hardware Failures and 240 Commercial Power Failures. |
There are 66 VSOs which serve the 5 New York City boroughs. For 2016 Verizon Fios experienced 88 significant outages. - 43 resulted from fiber cuts for an average duration of 905 minutes. - 45 were plant related: - 0 were power issues
|
| (b) Percentage of catagories of significant outage |
Damage (Cable) 35% |
Cut\Damaged Fiber: 1.91% of total significant outage hours. Commercial Power Failures: 26.28% of total significant outage hours. Hardware Failures: 71.81% of total significant outage hours. |
Significant outage breakdown - 45 plant outages: - 0 power issues |
| (C) Remedies performed by franchisee for each category of significant outage |
Damage – Altice reviewed 3rd party damage caused by Utility contractors with Con Edison and they agreed to rewrite contractor policy and monitor performance. Altice also reviewed potential shallow fiber locations and has developed a multiyear plan to eliminate this issue. Equipment Failure, Ingress, Alignment, and NTF/Power - Altice expanded the use proactive detection tools to identify multiple types of significant outages prior to customers calling in. |
Hardware Failure: Equipment was repaired or replaced. Cut/Damaged Fiber: Fiber was spliced and\or replaced. Commercial Power Failure: Issues were resolved by Con Ed or PSEG, depending on service location. |
Fiber cuts/damaged fibers: Plant related outages: |