Cable Report Cards

Annual Cable Consumer Report Card for 2011

(1) Customer Service Performance Information
  Cablevision Time Warner Cable Verizon FiOS  
(a) Pctg of calls answered by voice response units ("VRU")   99.8% 99.4% Verizon will provide this information in March 2013. (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  5.2% 9.1% Verizon will provide this information in March 2013. 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  0.2% 0.6% Verizon will provide this information in March 2013. 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

  1-888-438-3467
DoITT Contact Information Telephone: 311, Internet, Mail: Franchise Administration - Cable TV, 2 MetroTech Center, 4th Floor, Brooklyn, NY 11201 Telephone: 311, Internet, Mail: Franchise Administration - Cable TV, 2 MetroTech Center, 4th Floor, Brooklyn, NY 11201 Telephone: 311, Internet, Mail: Franchise Administration - Cable TV, 2 MetroTech Center, 4th Floor, Brooklyn, NY 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 Free install and first month on install, free month on svc with a missed appointment, one full day after continuous 4hrs in the case of an outage. 2011 FiOS TV Subscriber Information Guide (in PDF)
Privacy Notice Will comply with the provisions of 47 U.S.C 551 and other applicable law. Inc. local standards. Will comply with the provisions of 47 U.S.C 551 and other applicable law. Inc. local standards. 2011 FiOS TV Subscriber Information Guide (in PDF)
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 4.4 Procedure for the resolution of billing disputes in current franchise agreement. 2011 FiOS TV Subscriber Information Guide (in PDF)
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 2011 FiOS TV Subscriber Information Guide (in PDF)

(3) Price of Service Informatio

  Cablevision Time Warner Cable Verizon FiOS
Basic Svc Charge, Next Level Tier, Pay Services and Equipment charge Basic = $15.52 ,Family = $58.95 , iO Silver = $83.95 , Set Top Box W/Remote = $6.95 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= $14.95 each, Cable/HDTV/DVR/HD-DVR Box=$10.00 Per month 2011 FiOS TV Subscriber Information Guide (in PDF)
For Channel Information, additional charges and/or bundled service pricing, please go to the provider website. Website Website 2011 FiOS TV Subscriber Information Guide (in PDF)

(4) Content/Channel Changes and Improvement Information

  Cablevision Time Warner Cable Verizon FiOS
Changes and Improvements in 2014 In 2011, Cablevision introduced DVR Plus and Optimum Link, added OWN in HD and SD, Fox Soccer in HD to iO package and Fox Soccer Plus in HD to iO Sports Pak, Sportsman Channel, seven new interactive channels, Fight Now, 23 international channels, BBC America in SD and HD, Reelz and Starz Comedy, TV One, TV Land and World Fishing Network HD Over the past year TWC has added: OWN, OWN HD, WGN America, WGN HD, Antenna TV, CCTV-4, CTI Zhong Tian, ETTV Financial News, Sundance HD, Oxygen HD, Fearnet, Fearnet HD, TWC Info Channel, CTC, Shop Zeal 2 – 5, GMC HD, Fox Deportes HD, ESPN Deportes HD, Bloomberg HD, Lifetime HD, France 24, Fashion News Network, (5) MOD New Releases, CV Network, TWC How To on Demand, ART (Arabic), MediaSet Italia, CNC World, TEAM HD Chnls 2 – 9, GAME HD Chnls 3 – 9, Neo Cricket, TWC Sports Pass on Demand, TV Japan HD, launched a host of International Premium Packages such as our Russian, Chinese and Mandarin offerings, Expanded our Start Over Services and added Several new categories to our VOD portals. We led the cable industry in launching remote TV viewing with the TWC TV app on ipad and android devices. Verizon will provide this information in March 2013.
Future Changes and Improvements To be announced. In the very near future TWC plans to: continue to add exciting new programming to our International Premium packages. Add new ways to simplify how our customers find what they want in our growing library of programming. We will be adding more ways for our video services to appear on consumer electronic devices. Verizon will provide this information in March 2013.

(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.) In the past year, Cablevision experienced 13 significant outages in the Bronx and Brooklyn. 8 of the 13 were caused by fiber cuts affecting all channels for an average of 7 hours in 78 nodes. There were two power related significant outages affecting 15 nodes over an average of 30 hours. There were 3 plant related signifcant outages affecting 20 nodes with an average downtime of 11.5 hours. Overall 113 nodes were affected by 13 signifcant outages. Over the past year Time Warner Cable experienced 5 significant Outages. All 5 were fiber cuts affecting all channels. There were 489 plant related outages affecting 494 nodes. Overall 60 nodes were affected by the 5 significant outages. The 5 Significant Outages affected the following zip codes: 10001, 10002, 10003, 10009, 10010, 10011, 10013, 10016, 10017, 10018, 10019, 10021, 10022, 10028, 10036, 10038, 10065, 10175, 10304 Verizon will provide this information in March 2013.
(b) Percentage of catagories of significant outage The 13 significant outages affected 113 nodes. 78 nodes were affected by fiber cuts averaging 260 subs per node averaging 7 hours or 45% of total annual significant outage hours. 15 nodes were power related affecting an average of 260 subs for an average of 30 hours or 37% of total annual significant subscriber outage hours and the last significant outages were plant related affecting 20 nodes with an average of 260 subs for an average of 11.5 hours or 19% of the significant subscriber outage hours over the last year. The 5 Significant Outages affected 60 nodes. 60 nodes were affected by the fiber cuts averaging 157 subs per node for 67 minutes or 100% of total annual significant subscriber outage hours. Outages that were plant related affected 102 subs per node average Verizon will provide this information in March 2013.
(C) Remedies performed by franchisee for each category of significant outage In the case of power related outages, generators were locvated at hubs for back up power while additional generators were purchased and deployed to nodes. In the case of fiber cuts, fiber was spliced and in instances where cable plant caused outages, new equipment was purchased where necessary. In the case of the fiber cuts, fiber was replaced and/or spliced to resolve the issues, and for cable plant, all affected equipment was either replaced or repaired to resolve the issue. Verizon will provide this information in March 2013.