The city of Lexington, Kentucky yesterday issued a scathing letter to Charter Communications that demands to know what the cable operator plans to do about rising complaints from customers regarding price increases and poor service.
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The dispute is the latest controversy that Charter has become embroiled in since it began instituting new pricing and programming plans this spring in several Time Warner Cable markets. Charter assumed control of Time Warner Cable and Bright House last year when their merger was approved by federal regulators, but the cable op just began making changes in those markets this spring.
The policy changes have not set well in such former TWC markets as Orlando, Syracuse, and Lexington where subscribers are voicing complaints.
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The Lexington Herald-Leader reports that the city of Lexington has received numerous complaints from Charter subscribers since the changes were implemented. The concerns also include Charter’s decision to layoff 56 customer service employees in its Lexington office. (Time Warner Cable previously had the cable franchise in Lexington.)
Lexington officials are demanding that Charter officials attend a public hearing to address the issues.
“The city is left wondering what abuse will be heaped upon it next by Charter-Spectrum,” said the letter from city chief administrative officer Sally Hamilton.
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Hamilton previously sent a letter to Charter and the Herald-Leader reports that the cable operator told her that it’s committed to delivering “quality customer service.”
But Hamilton is not satisfied and is now demanding Charter attend a public hearing.
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The Herald-Leader writes that the date of the hearing has not been set. Charter did not respond to the newspaper’s request for a comment on the latest Hamilton letter.
— Phillip Swann
We are having the same problems with Spectrum in Bowling Green, Kentucky as Lexington is having. I feel a lot of the problem is the “exclusive” franchise with Spectrum, there is no competition and, from what I understand, the agreement between Spectrum and the local government severely limits the action the local government can do. I was so upset with our Spectrum changeover that I cancelled the TV service and use the internet and over the air for entertainment purposes.