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Cable board can't decide on rebate request

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By JEFF KORBELIK / Lincoln Journal Star

Friday, May 11, 2007 - 12:06:40 am CDT

The Cable Advisory Board agreed Thursday that Time Warner Cable should compensate its digital TV subscribers for problems relating to Navigator, the cable company’s new program guide.

But members couldn’t come up with how much.

The board approved three recommendations for its final report to the City Council, but tabled discussion on rebates until its May 17 meeting.

Story Photo
(LJS file)

The city can request subscriber compensation, but doesn’t have the authority to regulate Time Warner’s rates or to force the cable company to provide rebates to its customers.

Advisory members agreed rebates should cover the time period from when Navigator was first installed to the end of April.

At issue was whether or not to request compensation on total monthly cable television bills and by what percentage.

The board’s two subcommittees recommended 15 percent and 50 percent per month rebates, respectively.

“Fifteen percent doesn’t show the outrage,” said board member Herb Friedman, who argued for a higher rebate. “You need to make a statement to these people.”

Board member Stuart Long agreed.

“We sit here as representatives to those people who sent us e-mails and all of those who did not,” Long said.

Ann Shrewsbury, Time Warner’s Nebraska division director of public affairs, reminded board members that the cable company has compensated subscribers, doing so on a case-by-case basis.

“It’s something we’ve struggled with, too,” she said. “For someone who had to reboot every day, 10 bucks per month is not enough. But for the customer who is upset with the (DVR’s missing) jump back feature … what do you do?”

The board’s final report to the City Council is part of the city’s performance evaluation, which came in response to a resolution introduced in early March by council member Jonathan Cook after fielding customer complaints.

Time Warner, the nation’s second-largest cable company, has been under fire locally since it dropped the contracted Passport channel guide last fall in favor of company-created Navigator.

The cable company changed the guide to make it compatible with other software programs coming down the line.

The change affects 46,000 digital cable in Southeast Nebraska, including 33,200 in Lincoln. Time Warner has 110,000 cable TV subscribers in its coverage area, with 75,000 in Lincoln.

A digital subscriber pays $68.70 per month. The service includes basic cable, the digital product tier, the sports tier, Navigator and one converter box. DVR (digital video recorder) service is an additional $5.95 per month.

Subscribers complained that the new guide was inferior to the old one and that they had difficulties with their digital or DVR boxes after the guides were loaded.

As part of its final report, the board approved the following recommendations, which members agreed still may be tweaked. They included:

* Asking Time Warner to redesign it customer service home page on its Web site with a clear explanation of the complaint process.

* Having the cable company report to the city the number of telephone, e-mail and mailed complaints about cable television service responses. These statistical reports should be made every three months instead of the six required by the city’s franchise agreement with the cable company.

* Asking Time Warner to establish a testing policy, including appropriate and timely notification, indication of potential problems and difficulties, methods for collecting user opinions and findings and compensations of users for all major software releases.

The board is scheduled to meet again at 4 p.m. Thursday at the City-County Building.

Reach Jeff Korbelik at 473-7213 or jkorbelik@journalstar.com.


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Just Wondering wrote on May 11, 2007 6:12 am:
" Seems like it's another case of passing-the-buck and just talking about a problem. Wonder if they will hire an outside consultant agency to "study" the problem. Seems like that's always been a fallback.

Maybe it's time to have a little more competition in this town. Windstream or anyone else could possibly provide a service. Then let's see how long Time-Warner drags their feet. I would bet the problem would get fixed in a matter of days. "
Jared wrote on May 11, 2007 6:21 am:
" "Navigator was first installed to the end of April." It was installed on my box months before that!! "
nitemare wrote on May 11, 2007 6:44 am:
" It's about time something was done! I still miss an occasional recording that was scheduled. And the slow on-screen display... That's a whole 'nuther story!! "
Ally wrote on May 11, 2007 6:49 am:
" 15%???? What a slap in the face. I'm with the 50%. That would mean 50% per month each month. I'm sick of TWs excuses and just because I did not call them doesn't mean I've been happy. LES has the fiber in the ground. Let them partner up with Cox! "
It Still Doesn't Work wrote on May 11, 2007 7:25 am:
" Why are the refunds only covering use until the end of April? It's May 11th and my DVR is still having problems. Less than 50% refund would be unacceptable. "
JJ wrote on May 11, 2007 7:26 am:
" What's the point of City Council getting involved if they can't force time warner to do anything? I feel sorry for all you time warner customers. I switched to Dish a long time ago and I love it! Way better service, less money. "
Realist wrote on May 11, 2007 9:23 am:
" The refund should continue until they change back to the Passport system... period. I don't know how much money TWC saved by ending it contract with the Passport creators, but we should make the refund AT LEAST MORE then their savings. If we don't they'll continue to use their inferior Navigator system, and shrug their shoulders because they're still making more money then they were. "
Hooray for communism! wrote on May 11, 2007 9:27 am:
" I'm sure Karl Marx would be thrilled! The government is now trying to tell a private company how to run their business!! Listen people, I'm as upset about the "upgrade" as much as the next guy, but do you realize what this is leading to? First of all, the government has NO RIGHT to tell a PRIVATE COMPANY how it should operate. If YOU people are upset with Time Warner, then drop them. Switch to Dish! And for the last time, THERE IS NO WAY ANOTHER CABLE COMPANY WOULD COME INTO LINCOLN!!! It would cost them millions...possibly billions of dollars to lay the infrastructure needed to operate a cable company. Time Warner owns EVERYTHING!! They own the lines, they own the boxes, they own everything that cable touches. NO OTHER CITY IN THE NATION HAS 2 CABLE PROVIDERS (except L.A. and Houston, where the city is cut in half by providers) You have a choice people, YOU REALLY DO!! If you hate the service, then switch...lock yourself into a life long contract with Windstream and Dish and imagine what life will be like when private companies live in fear of their government....thus killing innovation and invention. "
Ryan wrote on May 11, 2007 9:29 am:
" After everything that has gone on, my cable box still does not work properly. I often loose shows that I have recorded or sometimes they don't record at all. The Indemand feature rarely works. I have called several times and the box just gets reset. The CSR I spoke with told next time to unplug the box, then plug it back in. Folks, that's not what I'm looking for in customer service, the problems need to be fixed. I guess the best thing I can say is thank god I have an HD box for my main t.v. because the non HD box in my bedroom is a real pile of crap. I could go on about how bad my cable is, but I fear I would run out of room. By the way, I spend $117.00 a month for cable……does anyone know direct T.V.'s number "
John wrote on May 11, 2007 9:46 am:
" Perhaps we can ask for a rebate on our taxes when our city government doesn't deliver on their promises. "
Steve wrote on May 11, 2007 10:27 am:
" "Ann Shrewsbury, Time Warner’s Nebraska division director of public affairs, reminded board members that the cable company has compensated subscribers, doing so on a case-by-case basis." I updated to the DVR when they told me there was no problems for those subscribers, they gave me the first months additional charge discount, that was it. I don't think that was much of a compensation, I'm still dealing with a real slow moving system. "
No other city wrote on May 11, 2007 10:51 am:
" "NO OTHER CITY IN THE NATION HAS 2 CABLE PROVIDERS" Actually that's not true. Several small towns around Sioux Falls, SD and parts of Sioux Falls have two different providers. It is possible for another company to come in, they just have to feel it's worth it. By the way, when the government allows a company to build utility lines across private property, public infrastructre and wherever else, they issue a franchise. It is not only the local governments right to make sure Time Warner isn't dropping the ball, it's thier responsibility. Next time the franchise comes up for negotiation, maybe a few more teeth should be put in. Maybe that could motivate Time Warner to stop using us a guinea pig, and provide us the service we pay for. "
Mrs. B wrote on May 11, 2007 10:53 am:
" I'm with the 50% compensation. I'm sick and tired of this stupid system not working. You can guarantee if my phone didn't work half the time, I'd get my money back - NOT 15%. "
Mark wrote on May 11, 2007 11:00 am:
" I don't have dvr, but I called the first day my box upgraded, and I complained about 5 area's this upgrade is in fact a downgrade. I didn't get compensated then. I should call back now, but that call will be to cancel once I get my refund. I don;t want a credit on my account which I bet they will try and do next to keep people like myself from going back to direct tv once this mess is figured out. My issues's with the upgrade includes..1) You used to be able to scroll 100 channels at a time with the C button....no longer works 2) Thy using the guide now..hit your favorite channel..and the tv goes to that channel...before if you were using the guide and hit favorite..the guide would scroll to your first favorite channel without tuning it in automtically. 3) Banner length slow to remove from screen..even with the new slow setting..much worse than before..4) For those of us with big screens..berfoe you could push 1 button (bypass) and adjust the screen size...no longer..now you have to go through a process to adjust screen size...big downgrade on this one..and 5) I still am rebooting my box at least twice a month..never had that problem before. This whole thing TWC put over on the people of this city is sick. They should be held to the fire. I had to laugh when I saw Ann Shrewbury said their employee's testing this for months and gave it great feedback..what..are they employeeing a bunch of idiots over there now? "
Unhappy wrote on May 11, 2007 11:07 am:
" I was never offered any compensation on the three occasions that I complained to them....It was very early in the changeover and they kept telling me to reboot and that no one else was having these problems so I should come in and exchange my box...which I did and it still didn't fix the problems. "
Brian in Lincoln wrote on May 11, 2007 11:30 am:
" There is more than just Dish for an option out there. I am now in my 8th year with DirecTV and have not had any issues at all. They have a great DVR service and guess what, I get more channels and pay less each month than I would with Time Warner "
Rhonda wrote on May 11, 2007 11:51 am:
" Getting a 50% reduction on your cable because your "on screen guide" doesn't work well??? WHAT A JOKE..... I could see if the entire system was down for 50% of the time, but it seems as though you still had cable, you just couldnt' see what was on in 2 hours...... You people are pathetic.. Remember when we only had 3 cable channels and you had to get up and change the channel yourself...... Buy a TV guide and shut up..... "
WINDSTREAM ROCKS!!! wrote on May 11, 2007 12:04 pm:
" I left Time Warner when these problems started. I went to Windstream and found out that I WAS SEVERELY OVERPAYING Time Warner for my Digital TV, Phone, and Internet service. I'm now with Windstream for everything and couldn't be happier. I went into their office on Pine Lake Road and had no problems getting everything swithced. They even gave me several months service for free just for signing up with them. I highly recommend everyone check with Windstream!! It's comforting to know that there is a company out there that knows the value and meaning of Customer Service!! "
Look at Alternatives wrote on May 11, 2007 12:35 pm:
" If you have some kind of a service contract with Time Warner, then you should be compensated. If not (i.e. you can leave any time) then please shut up. If you don't like the service, go elsewhere - there are options. I've had DirecTv for more than 8 years and have had no major complaints. I did look at switching to Time Warner, as I feel it is good to explore options every once in a while. It would have cost me $20 more per month for fewer channels. Glad it wasn't cheaper, or I may be caught up in this mess. "
Turn off the Tube! wrote on May 11, 2007 12:52 pm:
" Ever since we don't have Cable or DirecTV. I have much more time! The family enjoy walks in the park each evening and the kids are doing way better in school. Don't waste your life in front of the tube! "
J.B. wrote on May 11, 2007 1:10 pm:
" I started paying for a well working system over a year ago. It was great. Then they changed the system completely, and gave me no choice to choose if I wanted to change or not. In fact, they didn't even tell me exactly what they were doing until it was done. So yes, I'm entitled to a 50% refund due to the fact that I, A) have no other options, and can't choose to go back with the old Passport system, and B) am not getting the options that I initially signed up for. It's pathetic that people like you are fine with getting shafted, but there are those of us willing to stand up for our rights. "
Julie wrote on May 11, 2007 1:12 pm:
" Windstream does provide a service, you can bundle Dish Network on your phone bill. It's alot cheaper too. I have done that and I only pay about $120 for DSL internet, phone, unlimited long distance, 4 tv's on dish with all channels, 2 DVR's, HBO & Starz. I have never had any problem. When the weather is extreme, once in a while, it'll go out but usually for a very brief time. "
James wrote on May 11, 2007 1:34 pm:
" People are complaining about which buttons work and don't work as they did before. Have you become that fickle? Geez, get off your couch and do something else. The U.S. isn't the fattest nation in the world for no reason. I see why in things like this. "
Communism wrote on May 11, 2007 1:39 pm:
" It’s a private company, if you don’t like the service, don’t buy it. You have options, DISH, DirecTV, over the air, whatever. Money talks, and people continue to give them cash. It amazes me how many of the people on this board failed in economics 101. The smoking ban with them, a private bar, and the government controlling it, instead of letting people control the rules with the ever power dollar bill. Myself, as a consumer, does not rely on the government to control my purchases! Is this what it has come to? We must spend our money, we can’t control ourselves, so the government has to control what we spend it on?? City Council members, can you please let me know if I should by a Ford or a Toyota? I am confused by the choice to use my money, and need you to just regulate it so they look the same, so I don’t have to choose, please help me! "
Mike wrote on May 11, 2007 1:41 pm:
" They offered me a $5 credit once (and my DVR was constantly not working and still is having problems). Then they didn't give me my $5 credit until I called them later. "
Jackson wrote on May 11, 2007 2:26 pm:
" Switched over to Dish Network two weeks ago and love it. Wish we would have done it years ago. "
Mrs. B wrote on May 11, 2007 2:28 pm:
" If I choose to watch TV, then that's my deal - NOT YOURS!!! If I choose to smoke, I'll smoke (and so on . . .) but my cable better work. And it's more than just the guide not working - obviously you don't have cable or even own a TV. And I do get out and go for walks and spend time w/ my daughter - after the family is asleep, I relax and watch TV. "
R.L. wrote on May 11, 2007 2:55 pm:
" Boy do I get tired of the "get off the couch, go outside, blah, blah, blah" comments. You people know nothing! I workout at the Cooper Y five or six days a week, I ran the Lincoln Marathon last weekend (the second 10+ mile race I've run in a month), my kids are involved in softball and soccer right now, and I just got a new kiddy bike trailor so we can all take long bike rides together (which we've done five times in the eight days we've owned the trailor). On top of that, I enjoy mowing my lawn in this nice weather (mowed it last night as a matter of fact), taking my dog for a brisk walk once a day, shooting hoops and playing catch in my driveway, and swinging my youngest child in the swing I installed in our backyard tree. I also work five days a week and am regularly called-in on weekends and nights. Not to mention the fact that my wife works 14 hour shifts at a local hospital several times a week. I GUARANTEE that we spend more time doing physical and/or outdoor activities then 95% of you reading this (this is a conservative estimate), including "Turn off the Tube!" and "James" above. Well guess what? That means nothing... because all I want is the cable service that I pay for to work! There are exactly three shows that I care to watch, and my busy schedule usually doesn't allow me to watch them at their regular time... so I got the DVR. The thing worked great until TWC did an "upgrade" (which was actually them covertly erasing the working menu system and installing their own inferior one). Now, after putting my kids to bed, and sitting down for a well deserved hour of 'me' time... it's a crap shoot whether the shows I want to watch have been recorded. Then they flat out LIE and say they're getting calls from customers telling them "not to go back"! It's just NOT acceptable. So quit thumping your chest and spouting your 'holier then thou' attitude, because trust me, I'd bury you in any sport you wanted to challenge me at. I just want TWC to own up to their part of the bargain. Either go back in time and give me the services that I missed out on, or give me back the money I spent for them. It's not like they asked me, "Do you want our Navigator system, or do you want to stay with the Passport system?" No! They didn't give me a choice. So I want my refund, and going outside has nothing to do with this issue. "
Kdog wrote on May 11, 2007 3:09 pm:
" Time Warner Cable isn't a private company. They are a publicly owned company and there stock is traded on the stock market. "
another wrote on May 11, 2007 4:19 pm:
" Time Warner needs to be held responsible for this and they need to pay either way. I am going to be checking into switching to Windstream. "
Why? wrote on May 11, 2007 4:42 pm:
" When I pay for a service I expect it to be correct, don't you all? We ended up going to basic cable. We are entitled to sit and watch TV by the way. Nobody's business there - its all about family choices. "
FYI wrote on May 11, 2007 5:53 pm:
" I have 2 DVR's in my home and they both work wonderfull. I've never had any problems with it or anything. "
Feed Up wrote on May 12, 2007 9:39 am:
" Hey I would take Windstream any day over Time Warner. My wife and I were lied to about their digital phone service, we were harrassed by their people when I was down with knee surgery and was a month behind. I talked to their collections and billing people and told them when I would be in to pay and for four days before I was due in to pay a guy would come knockin on the door to try and collect. It finally ended when I told him if he showed up again I would call the police and have him arrested for harrassement. I had several times where the internet was down, which only happened twice with Windstream. Their customer service people were rude and condensinding over the phone, Time Warner is the biggest rip off in the country. I can't wait to get back to Las Vegas where at least the State and the City have some real power to make a company fullfill their promises. Come on people wake up. "
Dennis Rector wrote on May 16, 2007 3:10 pm:
" The hole thing "STINKS". I can understand the need for them to upgrade. But there makeing more problems than there solving AND slowly jacking up there prices to. On the old sistem you could set a timer for recording on a VCR Now you have to eather leave the box on all the time or your FORCED to rent there DVR box. That isn't fair. My wife and I have the digitel tier, Dig.phone and Roadrunner. about 5 or 6 months ago we had to drop ALL of the movie chanels like HBO, Stars,ect.ect. to bring ower bill down to about $176.00 a month. now it's about $200.00 + a month and we didn't add enything. What's the deal hear? Signed Cablebroke! "
Danny Mitchell wrote on May 18, 2007 5:58 am:
" The bottom line is this, I pay time warner for a service in advance that they promise to deliver, I signed for that service so it is a contract.They did not deliver that service and I should be compensated.They say they have been compensating all along, but I haven't seen a dime! Where is the justice. "

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