Cable Report Cards

Annual Cable Consumer Report Card for 2012

(1) Customer Service Performance Information

  Cablevision Time Warner Cable Verizon FiOS  
(a) Pctg of calls answered by voice response units ("VRU")  99.8%  98.9% 99.96% (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  4.5% 12.6% 4.8% 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% 1.1% 0.04% 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

1-800-VERIZON (1-800-837-4966)
DoITT Contact Information Telephone: 311, Internet, Mail: Telecommunications & Cable TV Divisions, NYC DoITT, 2 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 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: Adjustment by range for dates determined and LOB effected 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. Will comply with the provisions of 47 U.S.C 551 and other applicable law. Verizon respects your right to privacy. In addition to our compliance with laws and
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 4.4 Procedure for the resolution of billing disputes in current franchise agreement.
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 You can pay your FiOS TV bill by check, credit or debit card, phone (for a fee), cash or money order at an authorized payment vendor or electronic funds transfer (EFT). You can also view and pay your FiOS TV bill online by accessing myverizon.com and establishing an online profile. To create an online profile, you will be asked to select a username and password in order to securely access your account information. Through the “My Account” feature on myverizon.com, you can access your most up-to-date account details and even elect to “go green” by receiving all your FiOS bills electronically to an email address of your choosing. Customers can pay their bills in person at a FiOS Local Presence Center (LPC) or a third-party payment center. For a listing of these locations, please visit our help site at verizon.com and use the state selector to find the store nearest you. Select “New York” and then click “GO”.

(3) Price of Service Information

  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 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 Connexion = $54.99/month (approx. 180 channels) Set Top Box = $6.99/month HD DVR = $16.99/month HD DVR w/ Media Manager = $19.99/month 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 2012 were the addition of a new customer interface for Samsung boxes, the launching of the Optimum app for Android devices, Laptops and the Kindle Fire, and the addition of the NFL Network, Univision Deportes in HD and SD, CBS Free on Demand, the Israeli Network, News 12 en espanol, Lifetime free On Demand, MundoFox, Univision tlnovelas, ONE World Sports, Shalom TV, Galavision in HD, Disney Jr, Estrella, ESPN 3D, six new interactive channels and Lifetime HD Over the past year TWC has added: NFL Network, NFL Network HD, NFL RedZone, NFL RedZone HD, beINSports , beINSports HD, beIN Sports en ESP, beIN Sports en ESP HD, RLTV, BBC World News, BBC World News HD, Cutting Edge on Demand, PPV 3D, KBS World, Estrella, Daystar, Disney Junior, Disney Junior HD, Strike Zone HD, NHK World HD, Signature View, Filipino on Demand, WLNY HD, Hustler 3D, HIS SVOD, Azteca, UTV Movies, The Israeli Network, Aspire, Star India Plus, Star India Life OK, Star India Gold, Star India News, Sports Extra 3, Sports Extra 4, MeTV, MTV 2 HD, TV Land HD, MTV Jams, MTV Hits, MYX, Pac-12, Pac-12 HD, Vremya, Muzika Pervogo, Dom Kino, RTR Planeta, Rossiya, TWC SportsNet, TWC SportsNet HD, TWC Deportes, TWC Deportes HD The following list includes 2012 additions to the FiOS TV Channel Line-up: BBC America HD, Multimedios HD, Cine Estelar, Cartoon Network HD, Tennis Channel, Tennis Channel HD, Smithsonian Channel, MLB Extra Innings HD3/NHL Center Ice HD3, MLB Extra Innings HD4/NHL Center Ice HD4, MLB Extra Innings HD5/NHL Center Ice HD5, Univision Deportes, Disney Junior, Ultra Film, Ultra Cine, Ultra Luna, Ultra Macho, Ultra Kidz Ultra Docu, Utlra Mex, Ultra Classico, Ultra Fiesta, Cine Sony Television, NESN National, NBA League Pass HD/ MLS Direct Kick HD2, NBA League Pass HD/ MLS Direct Kick HD3, NBA League Pass HD/ MLS Direct Kick HD4, NBA League Pass HD/ MLS Direct Kick HD5, Mega TV, WRNN NKH World, WRNN Rise, WWOR Bounce TV, WNJU Exitos TV, WLNY TV 55 HD, WPXO Mundo Fox, WPIX This TV, WASA Estrella TV, additionally special HD and 3D channels were launched for the Olympics. Verizon also made the following enhancements available to FiOS TV subscribers in 2012: My FiOS app for Apple•Starz/Encore App for mobile devices•FiOS TV app for LG and Samsung Smart TVs and Blu-ray players allow streaming of up to 75 channels on FiOS TV without a set top box•FiOS TV app for LG Smart TVs and Blu-ray players – allows you to stream up to 75 channels •Media Manager for Kindle Fire App• FiOS Mobile app allows DVR control and streaming of 75 channels of FiOS TV (depending on your package) in and around your home.
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, such as Roku. 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.) In addition to the significant outages caused by Superstorm Sandy and the subsequent Nor'Easter, Cablevision last year experienced 3 significant outages in the Bronx and Brooklyn. All 3 outages were caused by fiber cuts affecting all channels for an average of 270 minutes in 63 nodes. Over the past year Time Warner Cable experienced 8 significant Outages consisting of commercial power outages, generator outages, and fiber cuts. There were 3761 distinct plant related outages affecting 3761 Nodes or Amps. The 8 Significant Outages included widespread hurricane related outages affecting multiple zip codes in Southern Manhattan, Northern Manhattan, Brooklyn, Queens and Staten Island. There are 62 active VSOs which serve the 5 New York City boroughs. For 2012 Verizon experienced 65 significant outages. -7 outages were directly related to Hurricane Sandy: 4 fiber cuts and 3 power issues caused by Hurricane Sandy flooding for an average duration of 12,397 minutes. -20 were damaged fibers for an average duration of 698 minutes. -38 were plant related outages: Two of these outages potentially affected all customers in all VSOs for an average duration of 207 minutes. The 36 remaining plant outages were for an average duration of 112 minutes. .
(b) Percentage of catagories of significant outage The 3 significant outages affected 63 nodes. All 63 nodes were affected by fiber cuts averaging 260 subs per node and averaging 270 minutes or 100% of the total annual significant outage minutes. The 8 Significant Outages included widespread hurricane related outages affecting multiple nodes (2000+) across the Time Warner franchise. 3761 nodes were affected by node outages averaging 281 subs per node for 39 hours (includes long term storm related damage). Hurricane Sandy outages had a notable impact. - 7 significant outages which included 4 fiber cuts and 3 power issues averaged 3,074 customers for 12,397 minutes accounting for 46% of the total subscriber outage minutes for the year. The remaining significant outages breakdown: - 20 fiber cuts which averaged 288 customers for 698 minutes accounting for 1% of the subscriber outage minutes. - 38 plant outages. Two plant issues potentially affected all subscribers in all VSOs for an average of 207 minutes. The remaining 36 plant issues averaged 3,371 subscribers for 112 minutes per outage. Plant outages accounted for 53% the total of the subscriber outage minutes.
(C) Remedies performed by franchisee for each category of significant outage Fiber cuts were spliced to resolve the issue. For generator issues, equipment was replaced if necessary, or refueled. Commercial power was restored by commercial power companies. Hurricane damage often required extensive reconstruction by Time Warner Cable and 3rd parties, and is in some cases ongoing. Fiber cuts/damaged fibers: - Verizon replaced or repaired fiber to restore service. Plant related outages: - Software issues were remedied by restoring correct configuration of equipment. When necessary Verizon replaced or repaired defective equipment. - All power related outages were a result of significant flooding from Hurricane Sandy which caused power failures and rendered network electronic systems inoperable. Although all of the impacted sites were on battery backup power, the loss of commercial power required all equipment to be shut down for safety and to prevent further damage. Verizon utilized all resources and worked round-the-clock to restore customer services in a safe and timely manner under the unprecedented conditions. .