§ 58-4.612. System or individual outage complaints.

(1)

Upon receipt of a request for service in the event of the following circumstances (each, a "service request"), the cable operator shall respond as follows: (a) to a system outage within two hours; (b) to a service interruption, within twenty-four hours; and (c) to all other reception problems, by the next working day or as agreed upon by the subscriber and a cable operator. The cable operator shall have available at all times a sufficient number of technicians capable of responding to the foregoing matters within the foregoing time frames. A service interruption is the loss of picture or sound on one or more channels. A system outage is a service interruption resulting from a common cause that affects more than two subscribers.

(2)

When the nature of a service request described in subsection (1) of this section requires work at a service location, a cable operator will be deemed to have responded to such service request when a field service representative competent to fix the problem arrives at the service location (which may be some portion of the cable system and not a subscriber's residence) and begins work on the problem. In the case of a response which involves a request for service at a subscriber's residence, if the subscriber is not home when the field service representative arrives, response will be deemed to have taken place if the field service representative leaves notification of arrival and instructions for rescheduling on the subscriber's front door.

(3)

Where a cable operator is unable to respond to a service request within the applicable time period specified in this section, the cable operator shall make reasonable efforts, within such time period, to notify the complainant of the reason(s) and the estimated time frame for correction, and shall proceed to correct the service request at the earliest possible time.

(4)

A cable operator shall complete repairs and maintenance for system outages and service interruptions within twenty-four hours, except in extenuating circumstances or as agreed to between the cable operator and the subscriber. Work on all other requests for service, other than installation, shall be completed within three days of the initial request.

(5)

The time standards in Section 58-4.610, New service requests, shall be met at least ninety-five percent of the time, measured on a quarterly basis.

(Ords. 2006-65 § 3, 93-55).