Cable Report Cards

Annual Cable Consumer Report Card for 2015

(1) Customer Service Performance Information
  Cablevision Time Warner Cable Verizon FiOS  
(a) Pctg of calls answered by voice response units ("VRU") 99.97% 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 4.94% 3.60% 3.0% 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 0.03% 0.02% 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
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.

"Trouble Calls: $0
New Connects/Upgrades: Depends on services being installed range Is 0 (for some promotions) up to $49.99
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. 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 www.verizon.com/about/privacy/Fios-privacy-policy.
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 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 and online using Myaccount access

You have several options for paying your bill, including:

• verizon.com/myverizon
• The My Fios App
• The Fios TV IMG Menu
• Setting up an automatic payment option
• Using your bank's bill pay site
• Mailing a check
• Using Verizon Wireless store payment kiosks
• Using the bill payment options at a Fios TV store. For Fios TV store locations, go to verizon.com/Fiostvstorelocations
• Using the bill payment options at a nearby payment location. For payment
locations, go to verizon.com/paymentlocations
• Paying by phone at 1.800.837.4966 (for a fee)
• Cash or money order at an authorized payment vendor.

(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 $14.99 
Set Top Box W/Remote - $8.80 
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 – $74.99; Custom TV with 3 Channel Packs – $64.99; Custom TV with 4 Channel Packs – $74.99;
Custom TV with 5 Channel Packs – $84.99; Custom TV with 6 Channel Packs – $94.99; Custom TV with 7 Channel Packs – $104.99; 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 – $7.99
Set-Top Box – Up to $12.00; Fios Wireless Router – $10.00;
DVR Service – $12.00; Multi-Room DVR Service – $15.00
Fios QuantumSM TV — Enhanced Service $22.00
Fios Quantum TV — Premium Service $32.00

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 government. A Regional Sports Network Fee of up to $4.99 applies monthly to Fios TV Preferred HD, Fios TV Select HD, Fios TV Custom HD (with Sports Plus channel pack), Fios TV Extreme HD, Fios TV Ultimate HD and Fios TV Mundo Total packages. A Broadcast Fee of $1.99 applies monthly to all Fios TV packages. Please visit http://verizon.com/Fiostv for additional pricing and plans.

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 2015 Among Cablevision's NYC video product enhancements in 2015 were the launch of the following programming: Lifetime Movie Networks, Laff SD, HSN2 SD, QVC Plus SD, Decades SD, SundanceTV HD, Buzzr SD & WJLP SD/HD (MeTV). In addition to these programming launches, Cablevision launched Multi-Room DVR Plus (live television rewind). Added programming: Baby First TV, Gem Shopping Network, Foro TV, Peace TV, HSN2, Comet TV Over the past year, Verizon has added the following programming: SUNDANCE TV HD (CH 733); ONE WORLD SPORTS HD (CH 597); EVINE LIVE HD (CH 657); BEIN SPORTS HD (CH 596); WOW HD (CH 658); DAYSTAR HD (CH 793); UPLIFTV HD (CH 798); JUSTICE CENTRAL.TV (CH 186); TENNIS CHANNEL (CH 92); TENNIS CHANNEL HD (CH 592); PLAYBOY TV HD (CH 950); REALITY KINGS (CH 952); BRAZZERS (CH 951); NEWSMAX TV (CH 115); NICK TOONS HD (CH 754); TV ONE HD (CH 771); ACCUWEATHER (CH 119); ACCUWEATHER HD (CH 619); MLB NETWORK STRIKE ZONE HD (CH 834); HSN2 (CH 154); THE BLAZE (CH 112); ESPN COLLEGE EXTRA 7 (CH 327); ESPN COLLEGE EXTRA 8 (CH 328); WEATHER BUG (CH 49); ESPN PEPSI INDIAN PREMIERE LEAGUE 1 (CH 1020); ESPN PEPSI INDIAN PREMIERE LEAGUE 2 (CH 1021); GEM SHOPPING NETWORK (CH 156); DEALS TV (CH 172); EPIC TV (CH 179); ASPIRE (CH 272); FOX SPORTS 2 HD (CH 584); XTRA (CH 177); MALL (CH 178); NET TV (CH 48); WWOR BUZZR (CH 487); WCBS DECADES (CH 483); WXTV GRIT TV (CH 485); WFTY ESCAPE TV (CH 486); ACCUWEATHER NY NJ (CH 119); ACCUWEATHER NY NJ HD (CH 619)
Future Changes and Improvements To be announced In the very near future TWC plans to continue to add exciting new programming to our International and Premium packagest. Also, we will continue to simplify how our customers find what they want in our growing library of programming. TWC’s advanced cloud-based guide is now on 9 million set-top boxes and growing in NYC.
TWC has launched a ground-breaking trial of IP video in NYC where customers can get TWC’s full video service on a Roku streaming device without having to lease a cable set-top box. TWC expects to expand this offering in 2016.
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 2015, further utilization of proactive detection tools allowed Cablevision to more quickly respond to outages across the Cablevision New York City footprint than in prior years, and the company had a 13% reduction in the total number of outages as compared to 2014. Significant outages were largely attributable to a marked increase in 3rd party cuts and cable damage. Significant Outages were also caused by equipment failure, ingress, alignment and power.
Significant outages are defined as 20 or more customers per node. Over the past year Time Warner Cable experienced 1,272 significant Outages consisting of 59 Cut\Damaged Fiber outages, and 966 hardware failures and 247 Commercial Power failures. There were 2,819 distinct minor plant related outages affecting 2,819 Nodes or Amps (This includes Commercial Power events), Significant outages make up 31.09% of Total outages. And 40.07% of Subscribers impacted.

There are 66 VSOs which serve the 5 New York City boroughs. For 2015 Verizon Fios experienced 144 significant outages.
- 46 resulted from fiber cuts for an average duration of 636 minutes
- 98 were plant related:
- 68 equipment upgrades initiated by Verizon to improve reliability with an average duration of 116 minutes
- 30 were the result of equipment replacement with an average duration of 63 minutes
- 0 were power issues

(b) Percentage of catagories of significant outage

Cablevision's total Significant Outages broken out by category and percentage are as follows:

Damage (Cable) 27%
Fiber Cut 7%
Equipment Failure 41%
Ingress 6%
Alignment 10%
NTF/Power 9%.

Of the 1,272 Significant Outage events the total outage hours = 13,175 hours. Cut\Damaged Fiber = 719 outage hours or 5.46% of significant outage hours. Hardware Failure = 9,580 Outage Hours or 72.71% and commercial power failures = 2,876 Outage Hours or 21.83% 

 

Significant outage breakdown

- 46 fiber cuts which averaged 386 subscribers for 636 minutes accounting for 13% of the subscriber outage minutes

- 98 plant outages:
- 68 equipment upgrades initiated by Verizon to improve reliability with an average of 9,263 subscribers for 116 minutes per outage which accounted for 85% of the total of the subscriber outage minutes
- 30 equipment replacements with an average of 880 subscribers for 63 minutes per outage which accounted for 2% of the total of the subscriber outage minutes

- 0 power issues

(C) Remedies performed by franchisee for each category of significant outage Damage- reviewed 3rd party damage caused by Utility contractors with Con Edison, they agreed to rewrite contractor policy and monitor performance.  Cablevision also reviewed potential shallow fiber locations and has developed a multiyear plant to eliminate this issue. For Hardware issues,  equipment was repaired or replaced. For Fiber issues, Fiber was spliced and\or Replaced. For Commercial Power Issues, issues Fiber cuts/damaged fibers:
- Verizon replaced or repaired fiber as necessary to restore service.

Plant related outages:
- Verizon performed equipment upgrades during the off-peak hours between 1:00 A.M. and 5:00 A.M. to improve reliability.
- When necessary Verizon replaced defective equipment.