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Q&A
Current practices in cable provider regulation and complaint handling
1:08:01
·
67 sec
Council Member Holden expresses concerns about cable provider performance, regulation, and complaint handling. Brett Sikoff explains the current practices and provisions in place to address these issues.
- Council Member Holden highlights issues with service quality, technician performance, and the need for constant follow-up
- Sikoff mentions provisions in franchise agreements requiring certain customer satisfaction levels and repair timeframes
- OTI has a team dedicated to helping resolve customer complaints about cable companies
- Complaints can be reported to OTI, covering issues such as billing or service problems
Robert F. Holden
1:08:01
No authority in Just to compare and look and and even on performance.
1:08:05
Mhmm.
1:08:06
Because I'm I'm always at odds with my cable providers saying, you know, I'm not getting the speed.
1:08:10
They come over.
1:08:11
They find there's a wire that's not great.
1:08:14
You know, on the on we have out you know, we have poles, you know, are above ground.
1:08:20
Yeah.
1:08:21
And the weather takes its toll on that.
1:08:23
So constantly have having to keep after them.
1:08:27
And then they use outside technicians, you know, that they hire and they complain of, you know we're we're stuck in between.
1:08:35
What I'm saying is the company will say, oh, this guy wasn't right.
1:08:38
That guy and it's the same company, but they're hiring out.
1:08:40
Yeah.
1:08:41
And I don't I just don't know if we're regulating this as we should.
Brett Sikoff
1:08:44
Yeah.
1:08:45
I mean, with respect to the cable providers, we do have provisions in our franchise agreement that require that they have certain customer satisfaction requirements and repair things in certain amount of time.
1:08:57
Customers, folks, residents can complain to us, they can report to us any issues they're having with the cable company and we help to resolve them.
1:09:04
We have a team dedicated to that, whether that's billing or service But when you