Cable Report Cards

Annual Cable Consumer Report Card for 2014

(1) Customer Service Performance Information
  Cablevision Time Warner Cable Verizon FiOS  
(a) Pctg of calls answered by voice response units ("VRU") 100.00% 99.90% 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 3.42% 4.70% 3.8% 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 0.00% 0.10% 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: 212-New York or 311, Internet: www.nyc.gov/complaint Mail: DoITT Consumer Service Department - Cable TV, 2 MetroTech Center, 4th Floor, Brooklyn, N.Y. 11201 Telephone: 212-New York or 311, Internet: www.nyc.gov/complaint Mail: DoITT Consumer Service Department - Cable TV, 2 MetroTech Center, 4th Floor, Brooklyn, N.Y. 11201 Telephone: 212-New York or 311, Internet: www.nyc.gov/complaint 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 (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 resolutions 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. Incl. 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 section 4.4 Procedure for the Resolution of Billing Disputes in current franchise agreement (information provided on back of customer bill). 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: https://myservices.timewarnercable.com/; By Mail: Time Warner Cable, PO Box 11820, Newark, NJ 07101-8120; 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 to pay your FiOS TV bill:
online at verizon.com/myverizon,
from your TV using your FiOS TV remote,
through your bank bill pay site,
at a payment kiosk at a Verizon Wireless store,
by mailed check,
by phone at 1-800-837-4966 (for a fee),
at an authorized payment vendor or Verizon Local Presence Center, or via the MY FIOS App from a smartphone or tablet.

(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 - $7.80 HD Channels - No Extra Charge Parental Controls - No Extra Charge Brooklyn/Queens: Basic=$22.75, Standard=$73.99; Staten Island: Basic=$21.00, Standard=$66.99; Northern Manhattan: Basic=$21.75, Standard=$73.99; Southern Manhattan: Basic=$22.75, Standard=$73.99 HBO= $16.99, Cinemax, Showtime, The Movie Channel, STARZ and OD= $15.95 each, Cable/HDTV/DVR/HD-DVR Box=$11.25 each Per month FiOS TV Local = $12.99
FiOS TV Select HD = $49.99
FiOS TV Preferred HD = $64.99
FiOS TV Extreme HD = up to $79.99
FiOS TV Ultimate HD = up to $94.99
FiOS TV Mundo Total = $54.99
FiOS TV Mundo = $49.99

CableCARD = $4.99
Digital Adapter = $5.99
Set Top Box = up to $11.99 FiOS Wireless Router = $9.99

DVR Service = $12.00 Multi-Room DVR Service = $12.00
FiOS Quantum TV - Enhanced Service = $22.00
FiOS Quantum TV - Premium Service = $32.00

Montly rates for new subscribers. Rates subject to change. Other terms and conditions apply. Please visit http://verizon.com/fiostv for additional pricing and plans including but not limited to Premium Channels and Packages, Premium Sports Channels, International Premium Channels, On Demand Subscriptions and bundled product promotions.
For Channel Information, additional charges and/or bundled service pricing, please go to the provider website. www.optimum.com www.timewarnercable.com/nynj http://www.verizon.com/fiostv

(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 2014 were the launch of the following programming: The Isreali Network SD, Launch Disney Jr. SD/HD, WLNY HD; LIfetime HD, H2 HD; Mundo Fox SD, NFL Network SD/HD, NFL Red Zone SD/HD, Univision Desportes SD/HD, Univision tinovelas SD, News 12 T&W HD, ONE World Sports SD, ESPN Goal Line/Buzzer Beater SD/HD, Shalom TV SD, Galavision HD, Veria Living/Z Living SD and ESPN 3D Added programming: El Rey + HD, Ovation + HD, NYC TV Gov HD, NDTV, TVB2, TVBe, TVBS, SBTN, TVBV, BPN HD, EPIX on Demand, EPIX 1 East + HD, EPIX 1 West + HD, EPIX 2 + HD, EPIX 3 + HD, EPIX Drive-In, SportsNet LA + HD, TVG, MBCD, Vivid, Vivid on Demand, Telecare, TWC Sports + HD, Big Ten Network, Big Ten Network 1, Big Ten Network 3, Pac-12 LA, Pac-12 Arizona, Pac-12 Washington, Pac-12 Oregon, Pac-12 Mountain, Pac-12 Bay, SEC Network, SEC Network ALT, Mundo Fox (WPXO), Swagat TV, Movies (WNYW DT2), Nicktoon HD, Nick Jr HD, Weather Channel HD, Starz in Black HD, Starz Cinema HD, Encore Actions HD, Encore Black HD, Encore Classic HD, Encore Suspense HD, WLIW HD, WNYE HD, ShopHQ HD, Nuvo TV HD Over the past year, Verizon has added SEC Network, QVC Plus, Blue Ocean Network, SEC Network Overflow, SIC Internacional, Mediaset Italia Channel, TVB 1, TVB 2, WFTY GetTV, WJLP Me TV, SEC Network HD, Bloomberg TV (HD), OWN: Oprah Winfrey Network HD, DIY [Do It Yourself] HD, GSN HD, Ovation HD, Great American Country HD, Revolt HD, WJLP Me TV HD, and the NYC Government Channel HD.
Future Changes and Improvements To be announced TWC has continued to expand the number of supported consumer device platforms devices for the TWC TV app. NYC customers now enjoy live and On Demand TV on 8 platforms including: iPad, iPhone, Android phone, Android tablet, PC/Mac via TWCTV.com, Roku, Xbox, Samsung TV, Kindle Fire HD and Fan TV. In addition, TWC has expanded its VOD library to nearly 20,000 choices and launched a new VOD Portal, which simplifies how our customers find what they want in our growing library of programming. We also retired many older set-top boxes and improved our reliability in 2014 as part of our TWC Maxx program in NYC. TWC also introduced an Enhanced DVR (1TB, 6 tuners) and will continue to expand its availability in 2015.
In 2015, we will continue to deploy the enhanced DVR, add video on demand capacity and choices, and evolve our set-top guide and consumer electronics interfaces to make them more powerful and easy to use.
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.) Activation of proactive monitoring tools, creation of regional Operating centers and an overall focus onCustomer experience have improved system performance. As a result, Cablevision has experienced a reduction of 24% in Brooklyn and 43% in the Bronx in significant outages in 2014 as compared to 2013. Significant outages are defined as 1000 or more customers. Over the past year Time Warner Cable experienced 24 significant Outages consisting of 5 Cut\Damaged Fiber outages, and 15 hardware failure and 4 Commercial Power . There were 2,171 distinct minor plant related outages affecting 2,171 Nodes or Amps (This includes Commercial Power events), Significant outages make up 1.09% of Total outages. And 11.86% of Subscribers impacted. There are 62 VSOs which serve the 5 New York City boroughs. For 2014 Verizon FiOS experienced 127 significant outages.

- 22 resulted from fiber cuts for an average duration of 504 minutes

- 105 were plant related:
- 20 equipment upgrades initiated by Verizon to improve reliability with an average duration of 100 minutes
-85 were the result of equipment replacement or software reconfigurations with an average duration of 190 minutes
(b) Percentage of catagories of significant outage Improvement in average outage duration: Bronx 23 minutes (2013 - 140 min, 2014 - 117 minutes). Brooklyn- 58 minutes (2013 - 199 min, 2014 141 minutes). Of the total significant outages, 5% were related to cuts in fiber, 7% were related to power company issues and the balance to plant issues. Of the 24 Significant Outage events the total outage hours = 253.63 hours. Cut\Damaged Fiber = 94.97 outage hours or 37.44% of significant outage hours. Hardware Failure = 133.89 Outage Hours or 52.79% and commercial power = 24.77 Outage Hours or 9.77%  Of the 24 Significant outage events 171,825 Total Subscribers were impacted. For the 5 Fiber events they averaged 25,954 Subscribers and totaled 129,774 Subscribers (75.53% of Significant outages) and the Hardware failure impacted 35,373 subscribers (20.59% of Significant outages) and Commercial Power impacted 6,678 subscribers (3.89% of significant outages). Significant outage breakdown

- 22 fiber cuts which averaged 300 subscribers for 504 minutes accounting for 6% of the subscriber outage minutes

- 105 plant outages:
- 20 equipment upgrades initiated by Verizon to improve reliability with an average of 12,638 subscribers for 100 minutes per outage which accounted for 45% of the total of the subscriber outage minutes
- 85 equipment replacement or software reconfigurations with an average of 1,680 subscribers for 190 minutes per outage which accounted for 49% the total of the subscriber outage minutes
- 0 power issues
(C) Remedies performed by franchisee for each category of significant outage Improvement in duration and response time occurred as a result of the continued use of monitoring technologies installed in 2013 and the full year benefit of the creation of our Regional Operation Center used to triage/detect issues. In addidtion, hardening of the system be reviewing depth and location of fiber at key points (improving current situations) played a key role in improvement. For Hardware issue issues, equipment was repaired or replaced. For Fiber issues, Fiber was spliced and/or Replaced. For Commercial Power Issue, issues were corrected by the applicable power company 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