[R.O. 2011 § 670.270; R.O. 2009 § 111.050; Ord. No. 01-125, 6-20-2001]
This Chapter incorporates technical standards and establishes customer service practices that a grantee must satisfy. In addition, a grantee shall satisfy any additional or stricter customer service requirements established by FCC regulations or other Federal, State or local law or regulation that may be adopted or amended from time to time. A grantee shall maintain such equipment and keep such records as required to comply with all customer service and technical standards required by these regulations and other applicable laws. Grantee shall at all times assist and cooperate with grantor in explaining, interpreting and understanding such reports.
[R.O. 2011 § 670.280; R.O. 2009 § 111.051; Ord. No. 01-125, 6-20-2001]
The technical standards used in the operation of a system shall comply, at minimum, with the technical standards promulgated by the FCC relating to cable systems pursuant to the FCC's rules and regulations and found in Title 47, Sections 76.601 to 76.617, as may be amended or modified from time to time, which regulations are expressly incorporated herein by reference. The most recent results of any tests required by the FCC, this Chapter or a franchise agreement shall be made available to the City upon written request.
[R.O. 2011 § 670.290; R.O. 2009 § 111.052; Ord. No. 01-125, 6-20-2001]
Tests for a system shall be performed periodically in a manner so as to conform with FCC specifications. The tests may be witnessed by representatives of the City and written test reports shall be made available to the City upon request. If any test locations fail to meet the performance standards, the grantee shall be required to indicate what corrective measures have been taken and shall have the site retested.
[R.O. 2011 § 670.300; R.O. 2009 § 111.053; Ord. No. 01-125, 6-20-2001]
Each grantee must provide emergency alert override capabilities in a manner consistent with the FCC's emergency alert system ("EAS") rules and consistent with any State and/or regional emergency alert system plans adopted in response to the FCC's EAS rules that are applicable to the franchise area.
[R.O. 2011 § 670.310; R.O. 2009 § 111.054; Ord. No. 01-125, 6-20-2001]
Each grantee shall provide broad programming from each of the broad programming categories identified in its franchise agreement. All programming decisions remain within the sole discretion of each grantee, provided that each grantee complies with Federal law regarding notice to grantor and subscribers prior to any channel additions, deletions or realignments and further subject to the grantee's signal carriage obligations pursuant to 47 U.S.C. §§ 531 through 536, as may be amended and subject to the City's rights pursuant to 47 U.S.C. §§ 545, as may be amended.
[R.O. 2011 § 670.320; R.O. 2009 § 111.055; Ord. No. 01-125, 6-20-2001]
A. 
Every grantee shall maintain an office within the City, which shall include a place where subscribers may pay their bills, pick up and return converter boxes and comparable items and receive information on the grantee and its services. Such service office shall be open during normal business hours or as specifically agreed in the franchise agreement. Every grantee shall also maintain a publicly listed toll-free or collect call telephone access line that is available to subscribers twenty-four (24) hours a day, seven (7) days a week. The local or toll-free numbers including any local office in the City of Saint Charles shall be listed in all widely utilized local phone directories.
B. 
Every grantee shall have trained representatives on hand at the office for walk-in subscriber visits and available to respond to subscriber inquiries during normal business hours or as specifically agreed in the franchise agreement. Telephone inquiries may be handled at the grantee's headend location or at any other customer service office of the grantee. Calls may also be processed through a grantee's regional call center, provided that there are no delays or other reductions in standards, either for telephone answering or in dispatch of repair technicians. A grantee's regional call center shall meet all customer service standards for City residents as provided for herein and/or in a franchise agreement.
C. 
All employees of the grantee shall give their first name, when answering an incoming call or inquiry and shall provide their employee ID number upon request including when working in the field. The employee shall repeat their company ID number if requested by the subscriber.
D. 
Supervisory personnel must use their best efforts to respond to subscriber requests to speak with a "manager or supervisor" within two (2) hours of the request under normal operating conditions, during normal business hours and supervisory personnel will respond no later than the following business day. The grantee shall keep a report log of such requests available for review by the City.
E. 
Subscriber reports of offensive language or conduct towards subscribers by grantee employees may be a factor in determining the ability of the grantee to meet the community needs and to evaluate the performance of the grantee under its franchise.
F. 
After normal business hours, the telephone access line may be answered by a service or an automated response system, including an answering machine. Inquiries received after normal business hours must be responded to by a trained representative on the next business day.
G. 
The grantee shall prepare and distribute to the grantor a calendar of holidays and business days on which the operator will be closed. Grantee shall also provide notice to subscribers through answering service/machine, voice mail messages, bill messages or through its cable system regarding hours or dates when its offices will not be open. Such notice shall be provided during the five (5) days prior to the date the office will be closed. In addition, during such "closed" periods, the grantee shall provide voice messages and notice on its premises of the emergency and after hours contact numbers.
H. 
Under normal operating conditions, telephone answer time by a customer service representative or automated response unit, including wait time, shall not exceed sixty (60) seconds. If a call must be placed on hold or transferred, the time for response by a human customer service representative shall not exceed an additional sixty (60) seconds.
Under normal operating conditions, these standards shall be met no less then ninety-five percent (95%) of the time measured daily, averaged monthly and reported at least semi-annually. Under normal operating conditions, subscribers shall not receive a busy signal more than three percent (3%) of the time.
I. 
Abandonment rates for incoming calls may not exceed five percent (5%).
J. 
The period of three (3) hours following major outages [more than twenty-five percent (25%) of the subscribers] or periods of natural disasters are not included in the response requirements above, provided that voice-mail information about the outage has been posted on phone answering equipment and on any system bulletin board (assuming outage is not City-wide). The City shall be notified that an outage is in progress as soon as is reasonably possible, including beginning and ending times, area of outage, location and cause of problem.
K. 
Actions or negligence of the grantee which lead to a high volume of calls (such as incorrect bills, rate increases, late bills or fees, changes in service, plant maintenance, missed appointments, etc.) are considered part of normal operating conditions and are therefore not exempt from compliance with this Chapter.
L. 
Grantee shall respond to all subscriber or user inquiries or complaints within five (5) business days of the inquiry or complaint, except to the extent a more stringent standard is set forth for specific types of activities, inquiries or complaints herein or in the franchise agreement.
1. 
"Response" to the inquiry or complaint shall include correction of bills, completion of service calls or installations.
M. 
If a historical record of complaints demonstrates a clear failure on the part of a grantee to comply with the above requirements, the grantor may require the grantee to provide documentation of compliance with the requirements of this Section.
1. 
Any grantee subject to such a documentation requirement on a semi-annual basis shall provide the grantor with reports for hold time, busy signals and abandonment rate.
2. 
The grantee and the grantor will meet by the 20th of the month following such intervals in order for the grantee to submit monthly phone statistics and to explain the report for the period. If such information is not available, a detailed written explanation as to why such information is not available and a date certain upon which such information will be available shall be provided by the grantee.
The grantor using the remedies and enforcement procedures of Sections 670.690 through 690.760 of this Chapter may allow periods of excused non-compliance if the grantee can provide reasonable documentation that these periods of non-compliance were not within normal operating conditions. The grantee will be deemed in compliance if:
a. 
During a semi-annual period each criterion has been met or exceeded; or
b. 
If each criterion has been met or exceeded during four (4) consecutive months within the semi-annual period.
N. 
The grantee is encouraged to maintain a customer service home page on the Internet where customers can obtain information.
[R.O. 2011 § 670.330; R.O. 2009 § 111.056; Ord. No. 01-125, 6-20-2001]
A. 
Under normal operating conditions, each of the following standards must be met no less than ninety-five percent (95%) of the time as measured on a quarterly basis:
1. 
Unless requested by the subscriber, a grantee shall perform service calls, installations and requested changes in service (upgrades, downgrades, equipment changes, disconnections) during normal business hours. Disconnections for non-payment may only be performed during normal business hours. In addition, maintenance service capability enabling the prompt location and correction of substantial system malfunctions or outages shall be available twenty-four (24) hours a day, seven (7) days a week.
2. 
At the time an appointment is scheduled, the grantee shall inform the subscriber of service procedures, required payments and appointment and/or possible rescheduling/cancellation.
3. 
If a grantee cannot perform standard installations within seven (7) business days of request by a subscriber (provided that the schedule or preferences of the person requesting the standard installation has not been responsible for the delay), the subscriber may request and is entitled to receive a free standard installation. If a grantee fails to provide this free standard installation and the request was made by the subscriber within thirty (30) days of the standard installation request, the grantor may direct the grantee to issue a credit for the standard installation. Failure to comply with such a directive shall subject a grantee to appropriate enforcement actions. This Section shall not apply to the introduction of new products and services when a grantee is utilizing a phased introduction.
4. 
The appointment window alternatives for standard installations, service calls and other installation activities will be within a maximum four-hour time block during normal business hours. Grantees may schedule service calls and other installation activities outside of normal business hours for the express convenience of a subscriber, if so requested.
5. 
No grantee may cancel an appointment with a subscriber after the close of business on the business day prior to the scheduled appointment.
6. 
If a grantee's representative is running late for an appointment with a subscriber and will not be able to keep the appointment as scheduled, the subscriber must be contacted and if the appointment must be rescheduled, it shall be rescheduled to the earliest time that is convenient for the subscriber.
7. 
The grantee may phone the subscriber within the appointment window to verify that the appointment is still needed. If the subscriber telephone is answered by a machine or service, the grantee must leave a message with a direct or separate dispatch number the subscriber may use to call back to confirm or reschedule the appointment.
8. 
Appointments may not be canceled or rescheduled until field personnel of the grantee make every reasonable effort to verify that the subscriber or other authorized adult is not at the address for the appointment, including the following actions:
a. 
Knock and use the doorbell to alert the subscriber; and
b. 
Look in the front or back yard as long as such action can be accomplished without trespassing on the subscriber's property and without subjecting the grantee's representative to physical danger (e.g., dogs).
9. 
Upon verification that a subscriber is not at the address during the scheduled appointment window, the grantee shall leave a door tag or similar notice with the name of the person leaving the notice, the time the person determined that the subscriber was not at home, and a direct dispatch number the subscriber may call back to confirm or reschedule an appointment.
10. 
Any vehicle used for the installation, construction, maintenance or repair of a cable system shall bear the identification of the contractor or the applicable grantee in a conspicuous place and manner.
11. 
Reconnections due to erroneous disconnection based on billing or technical errors must be completed at no charge within twenty-four (24) hours of notification by the affected subscriber.
12. 
Reconnections after a disconnection attributed to non-payment of bills shall be completed, after satisfaction of all payment obligations, in accordance with grantee's standard installation practices under Section 670.330(A)(3) of this Chapter.
13. 
Installations or reconnections may not be considered completed nor may customer be billed for services until all ordered, upgraded or reconnected services are in full working order.
14. 
A subscriber's preference as to the point of entry into a residence shall be observed whenever feasible.
a. 
Runs in building interiors shall be as unobtrusive as possible and outlets shall be located for the convenience of the subscriber.
b. 
The grantee shall use due care in the process of installation and shall repair any damage to the subscriber's property caused by installation work. Such restoration shall be undertaken as soon as possible after the damage is incurred, shall be subject to subscriber approval of the corrective action and grantee shall use its best efforts to complete the corrective action within no more than thirty (30) days after the damage is incurred.
c. 
Should such restoration not be corrected within thirty (30) days, the grantee shall notify the City and the subscriber as to the cause for the delay and the date when such action shall be completed.
15. 
Failure of the grantee to maintain adequate budget, sufficient staff or properly trained staff shall not constitute justification for failure to comply with these provisions.
[R.O. 2011 § 670.340; R.O. 2009 § 111.057; Ord. No. 01-125, 6-20-2001]
A. 
Under normal operating conditions every grantee will begin working on service interruptions and outages within a reasonable time frame, but in no event later than twenty-four (24) hours after the service interruption becomes known. Every grantee must begin actions to correct other service problems on the business day following notification of such service problems.
1. 
Any reports of "no picture/no sound" must be responded to and repaired within twenty-four (24) hours of such report, including arrival of another service technician qualified to repair the problem if the first dispatched technician cannot.
2. 
Work not requiring the operator to enter subscriber premises (or property) shall not require the subscriber to be available for an appointment and shall not be delayed on account of the grantee's inability to arrange an appointment with the subscriber.
B. 
Work on all other requests for service, excluding conditions beyond the control of grantee, must begin by the next business day after notification of the problem and must ordinarily be completed within seventy-two (72) hours of the initial request. If for reasons beyond the grantee's control a longer time for the completion of such repairs is necessitated, the grantee shall exercise all due diligence to complete the work in the shortest period of time possible. The lack of appropriate replacement parts on hand shall not constitute a condition beyond the grantee's control.
C. 
Outside repairs to cable plant which cannot be made by the initial service technician dispatched shall under normal operating conditions be rescheduled within twenty-four (24) hours of the originally scheduled service call. The subscriber does not need to be home for outside plant and line repairs.
D. 
A grantee may interrupt service only for good cause and for the shortest time possible, including interruption for system upgrade, maintenance and repair. Routine maintenance shall occur at times that affect the fewest number of subscribers, generally between 12:00 A.M. and 6:00 A.M., unless the grantee can justify on the basis of reasonable safety precautions that such maintenance should be performed at a different time. The grantee shall post override notices on the system's channels to advise subscribers in advance of planned service interruptions. To the extent that specific neighborhoods will be affected by a planned outage, such as during an upgrade, the grantee shall provide advance notice through telephone calls and/or door hangers.
E. 
A grantee shall automatically provide a credit equivalent to one-half (1/2) day's cable rate for each service interruption exceeding four (4) hours in any twenty-four-hour period, unless it is demonstrated that the subscriber caused the outage or the outage was planned as part of an upgrade or other work that occurred between the hours of 12:00 A.M. and 6:00 A.M. of which the City and the subscriber received appropriate prior notification. A subscriber is entitled to a full refund for any cable system or equipment impairment to a pay-per-view event. These credits and refunds shall be made available upon request by subscriber.
F. 
Technicians that are employed by a grantee and capable of performing service-related emergency repairs and maintenance must be available twenty-four (24) hours a day, including weekends and holidays.
G. 
No charge shall be made to a subscriber for any service call relating to grantee owned and grantee maintained equipment after the initial installation of cable service unless the problem giving rise to the service request can be demonstrated by grantee to have been:
1. 
Caused by the negligence or malicious destruction of cable equipment by the subscriber; or
2. 
Problem established as having been non-cable in origin.
H. 
An "identified outage" is construed as reports of no picture/no sound from five (5) or more subscribers in close geographic proximity or along the same trunk or feeder line within twenty (20) minutes of each other.
I. 
The grantee shall take timely measures to post appropriate messages to its subscribers regarding identified outages on its automatic response unit or phone system. Such messages should also provide instructions for subscribers whose navigation devices may have become deauthorized as a result of the outage. Periods of natural disasters are not included in this requirement.
J. 
Within one (1) hour of an identified outage, service technicians will respond and use all available means to correct the outage in the shortest possible amount of time.
K. 
Cable drop lines, cable trunk lines or any other type of outside wiring that comprise part of the grantee's cable system that are located underground shall be placed in such locations pursuant to City Code and the surrounding ground shall be restored as close as is practical to its condition immediately prior to such underground construction activity within seventy-two (72) hours after connection to the cable system. Except for the grantee's maintenance facilities, no cable drop line, cable trunk line or any other type of outside wiring shall be permitted to lay upon the ground within the City, except for the express purpose of being immediately connected to the cable system of the grantee. The requirements of this Subsection shall apply to all installation, reinstallation, service or repair commenced by the grantee within the City during normal operating conditions.
[R.O. 2011 § 670.350; R.O. 2009 § 111.058; Ord. No. 01-125, 6-20-2001]
A. 
If any subscriber fails to pay a properly due monthly subscriber fee or any other properly due fee or charge, a grantee may disconnect the subscriber's outlet; provided however, that such disconnection shall not be effected until after the later of:
1. 
Thirty (30) days after the due date of said delinquent fee or charge; or
2. 
Fifteen (15) days after delivery to subscriber of written notice of the intent to disconnect.
If a subscriber pays before expiration of the later of Subsection (A)(1) or (2), the grantee shall not disconnect; provided, however, that this Section does not apply to subscribers disconnected as a result of insufficient funds.
B. 
No subscriber may be disconnected without prior notice consisting, at a minimum, of two (2) of the following types of notices given at least five (5) business days prior to disconnection.
1. 
Messages in bold or large type on current bill;
2. 
Postcards, other mailings or obvious bill stuffers;
3. 
Phone call or message.
C. 
If requested, a grantee will allow a subscriber at least fifteen (15) days to resolve a disputed bill or to conduct an investigation concerning a lost payment prior to disconnection.
D. 
No subscriber may be disconnected for non-payment if payment of outstanding balances is made before the scheduled date for disconnection, up to and including the last business day before the scheduled disconnection.
E. 
No subscriber may be disconnected due to a grantee's failure to timely or correctly post payments.
F. 
No subscriber may be disconnected outside of normal business hours or on Sundays or holidays.
G. 
Prior to disconnecting service, the technician performing the disconnection must attempt to reach the subscriber on site by knocking or ringing at the front door or contacting other residents on the premises.
H. 
In the situation where the subscriber is not home but the residence is in the care and control of another person, the grantee shall allow such person to contact the subscriber prior to disconnection.
I. 
Disconnections for non-payment which are completed in the field must be accompanied by a door tag which provides notice that the technician has been present and a telephone number for grantee's customer service office. Disconnections made remotely by computer require the grantee to mail information describing the amount of payment in arrears as of the disconnection date and applicable reconnection charges and procedures to the subscriber at least five (5) business days prior to the actual disconnection. After disconnection, upon payment by the subscriber of all proper charges in full, the grantee shall reinstate service as provided for herein.
J. 
Absent extenuating circumstances, a grantee is not required to reconnect a subscriber with an undisputed outstanding balance.
K. 
A grantee is permitted to refuse orders for premium or "pay per view" services from subscribers with chronic non-payment records.
L. 
A grantee may disconnect subscriber premises that are responsible for signal leakage in excess of applicable Federal limits. Grantee may effectuate such disconnection without advance notice, provided that the grantee shall immediately notify the subscriber with door tags and/or telephone calls. If the source of the signal leakage is remedied, the grantee shall reconnect the subscriber at no charge. For purposes of this Section, use of FCC-approved navigation devices does not in and of itself constitute signal leakage.
M. 
Subscribers may request disconnection or a downgrade of cable service at any time. The grantee may not impose any charge for service delivered after the requested date of disconnection. As provided under Federal law, subscribers may request a downgrade at no charge if made within thirty (30) days of a rate increase.
N. 
If a grantee fails to provide cable service requested by a subscriber who is entitled to cable service under a franchise agreement or this Chapter, the grantee shall, after adequate notification and being afforded the opportunity to provide the service, promptly refund all deposits or advance charges paid for the service in question by said subscriber.
O. 
All grantees must take reasonable steps to ensure that subscribers understand the terms and obligations of their subscription agreements in advance.
P. 
Credits for service shall be issued no later than the subscriber's next billing cycle after determination that the credit is warranted.
Q. 
The refund provisions provided for in this Section do not alter a grantee's responsibility to subscribers under any separate contractual agreement or relieve a grantee of any other liability.
R. 
Subscribers may be asked, but not required as a condition of any refund or return of subscriber deposits, to personally return such equipment to the grantee's office.
S. 
Refunds for known system outages shall be obtained by request of the subscriber to the grantee.
T. 
Nothing in this Chapter shall limit the right of a grantee to deny service to any household or individual which has a negative credit or service history with grantee, which may include non-payment of bills, theft or damage to the grantee's equipment, outstanding balances or threats or assaults on employees of grantee in the course of their employment. In the event service is denied, the grantee will give notice to the subscriber of the right to contact the appropriate authority as designated by the City.
[R.O. 2011 § 670.360; R.O. 2009 § 111.059; Ord. No. 01-125, 6-20-2001]
A. 
Notifications To Subscribers.
1. 
Every grantee shall provide written information to subscribers on each of the following topics at the time of installation, at least annually to all subscribers, at any time upon request and at least ten (10) days prior to making significant changes in such information:
a. 
Product and services offered;
b. 
Prices and options for programming services and conditions of subscription to programming and other services and facilities. To avoid confusion as to the total cost of cable service, at the time of subscription for service, upon request all subscribers must be quoted prices that include franchise fees and any other fixed costs (such as FCC regulatory fees and public access support payments). Nothing in this Section prohibits or restricts use of rates without franchise fees and/or other fixed cost elements in area-wide advertisements;
c. 
Installation and maintenance policies including, when applicable, information regarding the subscriber's home wiring rights and information describing ownership of internal wiring during the period service is provided;
d. 
Instructions on how to use services;
e. 
Instructions on how to place a service call;
f. 
Channel positions of programming offered on a system;
g. 
Billing and complaint procedures, including the name, address and telephone number of the City;
h. 
A copy of the service contract if any;
i. 
The availability of signal control devices and universal remotes and other compatible equipment (a list of brands and models shall be provided upon request);
j. 
The grantee's practices and procedures for protecting against invasions of privacy pursuant to applicable law;
k. 
The address and telephone number of the grantee's office to which complaints may be reported; and
l. 
The method and/or location by which notification of changes to services, rates and other alterations will be made to subscribers and the community.
2. 
Grantee promotional materials, announcements and advertising of service to subscribers, including pay-per-view or event programming, shall conform to applicable laws governing such advertising and clearly and accurately disclose price terms. In the case of telephone orders, the grantee shall take appropriate steps to ensure that price terms are clearly and accurately disclosed to potential customers before the order is accepted.
3. 
Subscribers will be given thirty (30) days' advance notice of any changes in rates, programming services or channel positions; or as soon as possible through announcements on the cable system and in writing, if such changes are within the grantees control. All such notice shall be provided in such a manner as to be realistically effective in bringing the information to the subscriber's attention. In addition, every grantee shall notify subscribers thirty (30) days in advance of any significant changes in other information required by this Section.
B. 
Billing.
1. 
The grantor shall be furnished an advance copy of any changes in the billing format.
2. 
Bills must be clear, concise and understandable. Bills must be fully itemized with itemizations including, but not limited to, basic and premium service charges and equipment charges.
3. 
Bills must clearly show a specific payment due date.
4. 
If a grantee chooses to itemize as a separate line item on bills, franchise fees or other government imposed fees attributable to the total bill, such fees must be shown in accordance with any applicable law concerning the grantee's ability to itemize such fees. In delineating the portion of the bill attributable to franchise fees or other government imposed fees on the grantee, the nomenclature used in the bill to indicate these elements shall be correct, truthful and reflect the actual source and use of such funds.
5. 
Bills must also clearly delineate all activity during the billing period, including optional charges, rebates and credits. Nothing in this Section prohibits or restricts a grantee from offering packages of programming to subscribers and to identify such packages on the subscriber bill.
6. 
The billing statement must clearly and conspicuously indicate the past due date and, if applicable, the action a subscriber must take to avoid disconnection and a telephone number for the subscriber to call to make payment arrangements or otherwise resolve a billing dispute.
7. 
Negative option billing is prohibited in accordance with applicable law.
C. 
Late Payment For Cable Service.
1. 
Each bill shall specify on its face, if applicable, any fee(s) for late payment.
2. 
All processing fees for late payment, however denominated, shall be consistent with applicable law
D. 
Construction And Outages. The grantee shall provide messages on its cable system, to the extent feasible, to advise subscribers in advance of planned construction or maintenance that will cause or is likely to cause service interruptions. To the extent that specific neighborhoods will be effected by a planned outage, such as during an upgrade, the grantee shall provide not less than two (2) nor more than seven (7) days' advance notice through telephone calls and/or door hangers.
[R.O. 2011 § 670.370; R.O. 2009 § 111.060; Ord. No. 01-125, 6-20-2001]
Subject to the privacy provisions of 47 U.S.C. § 521 et seq., grantor and every grantee shall prepare and maintain written records of all complaints made to them and the resolution of such complaints, including the date of such resolution. Such written records shall be on file at the office of each grantee. Every grantee shall make available to grantor a written summary of such complaints and their resolution upon request.
[R.O. 2011 § 670.380; R.O. 2009 § 111.061; Ord. No. 01-125, 6-20-2001]
Every grantee shall make available to any subscriber upon request a "lockout" device for blocking both video and audio portions of any channel(s) of programming entering the subscriber's premises. Such device may be provided at a rate, if any, authorized by applicable law. The grantee may, however, require a reasonable security deposit for the use of such a device.
[R.O. 2011 § 670.390; R.O. 2009 § 111.062; Ord. No. 01-125, 6-20-2001]
Pursuant to the terms of the individual franchise agreement, the grantor and grantee may adopt requirements related to the conducting and funding of periodic subscriber surveys.
[R.O. 2011 § 670.400; R.O. 2009 § 111.063; Ord. No. 01-125, 6-20-2001]
A. 
No resident shall be refused service arbitrarily. The specific line extension policy for each grantee shall be contained within the applicable franchise agreement.
B. 
Each franchise agreement shall establish policies for the extension of cable service in areas where there is a lesser density of dwelling units than the proscribed minimum density under the applicable line extension policy.
[R.O. 2011 § 670.410; R.O. 2009 § 111.064; Ord. No. 01-125, 6-20-2001]
Upon the request of mobility-limited subscribers, a grantee shall arrange for delivery, pickup or exchange or replacement of converters or other equipment at the subscriber's address or by the use of a satisfactory equivalent means such as provision of a pre-paid postage mailer.
[R.O. 2011 § 670.420; R.O. 2009 § 111.065; Ord. No. 01-125, 6-20-2001]
A. 
In addition to the semi-annual reports on telephone service compliance detailed in Section 670.320(M) of this Chapter, the grantor may require a grantee to periodically prepare and furnish to grantor semi-annual reports and any other reasonable information relevant to the grantee's compliance with the customer service requirements of this Chapter. Such reports shall include, at minimum, the following:
1. 
The number of free standard installations that were issued for failure to arrive on a timely basis for standard installations.
2. 
Service interruptions report that tracks information on a monthly basis to include:
a. 
Total number of service interruptions;
b. 
Date and time of all service interruptions;
c. 
Total hours that the system was out-of-service as related to planned upgrades, maintenance or channel line-up changes performed by a grantee; and
d. 
Estimated number of subscribers affected by each incident.
3. 
Results of any FCC technical or performance testing on the system required under the terms of this Chapter or the FCC's rules.
[R.O. 2011 § 670.430; R.O. 2009 § 111.066; Ord. No. 01-125, 6-20-2001]
In addition to free outlets, free cable service or services otherwise required by the franchise, grantee shall provide one (1) service outlet (which shall be at the Cable Administrator's office at City Hall, unless otherwise specified by City) that shall receive without charge all non-premium programming provided by grantee. Such service shall be provided in such a manner that the City may monitor the programming and use of the cable system for compliance with the franchise, this Chapter, FCC technical standards and applicable State and Federal law. The services provided pursuant to this requirement shall be in a secure office location and not in a location open to public viewing.