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State to begin handling cable TV complaints

Posted February 5, 2009
Updated March 9, 2009

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— Increasing competition means communities across the state soon will have less input into what their local cable television companies air and how much they charge for their services.

Under a 3-year-old state law, as soon as a competitor emerges for an incumbent cable provider, the cable company can terminate its municipal franchise agreement.

Cable TV, cable television Competition ends cable franchise agreement

Time Warner Cable canceled its agreement with Raleigh last week, a month after AT&T rolled out its digital television system in the Triangle. Time Warner's franchise agreement was previously scheduled to expire in November.

The move means Raleigh can no longer require Time Warner – or any other cable provider – to provide service to low-income or low-density areas or resolve customer complaints, said Michael Williams, cable administrator for the city.

"A certain amount of regulation seems to be required," Williams said, noting the city handled about 50 to 60 complaints each year from cable customers. "We'll see how much regulation is required for this industry."

Time Warner spokeswoman Andi Curtis said she didn't think customers would see any problems with the shift.

"I think that it's going to be seamless. We'll provide that customer service for them. They can go to our Web site (or) come to a customer care center," Curtis said. "We believe in competition. It's good for consumers, and we are ready."

The state Attorney General's Office will handle all consumer complaints for areas where the local cable franchise has been canceled.


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  • james27613 Feb 6, 2009

    All tv programming is getting too expensive,
    they 'bundle' channels you never ever watch so
    it appears you're getting a great deal.

    att uverse and DirecTV charge extra for digital stations,
    the consumer can't win.

    one thing to try, call time warner, tell them you're going
    to switch to att Uverse and see if they give us a deal to stay.

  • james27613 Feb 6, 2009

    TWC needs better customer service, takes too long on hold.

    I changed out my worn out cable box for a new model, no charge,
    it was wide open, I got all the $$$ channels !

    I tried for three days to call them to have them zap my
    box to block the stuff I am not subscribed to but they
    told me they could not help me!

    A week later it cleard up all by itself.

  • TheAdmiral Feb 5, 2009

    And you know what they are going to do?

    Nothing. Because the state, county, and towns have offered Time Warner Lucrative monopolies in the area, and there will be no fines nor will there be any corrective action by TW.

  • WRALSUCKS Feb 5, 2009

    Shoot your television!

  • SailbadTheSinner Feb 5, 2009

    I no longer own a TV.

    I actually read newspapers and pick up the rest of my news from the internet.

    AdMuncher gives me very good protection against internet advertisers ....


  • discowhale Feb 5, 2009

    Here's my TV complaint, the people we elected, wait, someone else elected most of them, anyway, they allowed the DTV date to be pushed back 4 months so people too lazy to get something for FREE from the gub'ment, could have more time to fritter away.

    I have TWC, it's better than nothing, but just barely better. I'd get satellite again, but there's a huge hill blocking me from getting it where I live now.

  • MiHeKo Feb 5, 2009

    "Time Warner spokeswoman Andi Curtis said she didn't think customers would see any problems with the shift."

    Of course they won't. They weren't receiving anything close to what may be referred to as customer service BEFORE the shift... nothing is going to change.

    So glad my household switched to Dish. Our calls to customer service (very infrequent) may be handled by a call center in India, but the agents are polite and try to assist us to the best of their abilities. Never could say the same about the "locals" who answered the phones over at Time Warner.

  • lehudson14 Feb 5, 2009

    Time Warner Sucks!! I actually called them today! I was on hold for 35 minutes and they still couldn't fix my problems!!

  • gotsomesense Feb 5, 2009


    I believe it's a western exposure. At least at our house it is.

  • Boogalooboy Feb 5, 2009

    When you return boxes they just give u another probably that someone else had returned. I went thru 5 boxes before we found one that worked..... the last time i asked for 2 so i wouldn't have to make another trip, when i returned the one box they in turn, turned off the wrong box, after two calls the couldn't fix it on line, so we had to set up one of those between 1 and 5 appointments, he never came but did call and he fixed it from a computer, referred to the call ladies i talked to as not very swift...
    is it true you have to have a southern exposure for satelite??