Time Warner Cable and Cablevision will issue customers a credit equal to a full month’s charge if service techs miss their appointments with customers in New York City.
The missed appointment provision is one of the items that are included in a new franchise agreement between Cablevision, Time Warner Cable and the city of New York, according to The New York Times.
The fine for missed appointments drops to $25 in 2012, which is the same year that Verizon has said it will have its New York City build-out completed. Verizon was granted a franchise agreement in 2008. The New York Times story said Verizon’s competitive presence was used as a bargaining chip to get the two cable operators to provide better customer service.
The Times article said that the new agreement with Cablevision and Time Warner Cable contains many of the same provisions that Verizon agreed to.
Also among the provisions, Time Warner Cable and Cablevision agreed to invest $10 million to provide wireless service in 32 as-yet-unnamed city parks. Time Warner Cable and Cablevision subscribers would be able to use the wireless hotspots for free. Non-subscribers would pay 99 cents a day after they use up three, free 10-minute blocks a month.
Time Warner Cable was also tasked with working with nonprofit groups to enable free Internet access in 40 community centers across New York City at a rate of at least four per year, according to The Times.
Time Warner Cable and Cablevision’s franchise agreements expired in 2008. The new agreement, which includes 30 pages of customer service provisions, is expected to pass muster with the city by the end of this year. The new agreement would end in 2020, which is the same year that Verizon’s deal expires.
Time Warner Cable provides services in the boroughs of Staten Island, Manhattan and Queens, while Time Warner Cable and Cablevision both provide video service in parts of Brooklyn. Cablevision also offers video services in the Bronx, as well as in areas outside of New York City such as Westchester County.