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Council gets cable TV report

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BY DEENA WINTER / Lincoln Journal Star

Tuesday, Jun 26, 2007 - 12:04:54 am CDT

The Cable Advisory Board presented its report on local cable TV problems to the Lincoln City Council Monday, saying Time Warner Cable conducted beta testing of new software on Lincoln cable subscribers and found itself in the middle of a “major community relations screwup.“

The advisory board looked into problems associated with Time Warner’s decision to drop its old Passport channel guide last year and switch to a company-created guide called Navigator — software that allows customers to get programming information and is the interface for video-on-demand and DVRs.

The city got involved in March, when the City Council invoked its power to conduct a performance evaluation of Time Warner by the advisory board.

Story Photo
Council approves new construction site regulations

The City Council signed off on a package of legislation Monday to control water pollution that stems from construction sites and keep it from washing into storm sewers and waterways.

The legislation will help the city meet the requirements of the federal stormwater discharge permit the city received in 2002 to discharge stormwater into Salt Creek and several tributaries. To comply with the permit, the city must prevent pollutants from being washed into U.S. waters

to keep water fishable, drinkable and swimmable.

The city has been in violation of its stormwater permit because it hasn’t addressed construction sites of less than an acre.

The legislation was amended after developers and builders raised concerns, saying it went beyond minimum state and federal standards. In a nutshell, developers will be required to submit stormwater pollution prevention plans

rather than individual builders.

The board recommended that Time Warner give digital cable subscribers a 35 percent rebate on their bills “for beta testing Navigator without compensation or notice,” said the board chairman, John Rehm. The board considered, but rejected, a proposed 100 percent rebate.

“They did not get what they paid for: TV service,” Rehm said. “I think there’s a lot of outrage in the community about this issue.“

Time Warner has compensated customers on a case-by-case basis, often by giving them free services such as HBO, which one advisory board member called a marketing ploy.

Rehm called it a “public relations nightmare” and encouraged the City Council to use its subpoena power to get answers the Cable Advisory Board was unable to obtain from Time Warner.

“We’re a volunteer board. We’re of absolutely limited resources. We have a copier in the mayor’s office. We’re not the 9-11 Commission here.”

The Cable Advisory Board concluded that Time Warner’s rollout of Navigator amounted to “beta testing,” which is typically done with software on a voluntary basis and for compensation.

But some council members questioned whether the problems weren’t just typical software bugs and a private sector issue.

Advisory board member Art Zigielbaum said crashing and rebooting are symptomatic of beta tests.

Time Warner spokeswoman Ann Shrewsbury later told the Journal Star the software was beta tested by about 350 Time Warner employees using more than 1,000 cable boxes over the course of three to four months.

But she said a lot of problems didn’t occur until after the software was rolled out publicly. Advisory Board Vice Chairman Stuart Long said beta testing shouldn’t be done by employees.

“I think they were under a… time crunch last summer and my theory is they just didn’t have time to do a beta test to meet a corporate deadline,” he said.

Shrewsbury said, “I don’t know anything about that.“

Members of the Cable Advisory Board said things appear to be improving, although they still receive complaints and cable subscribers often say they’ve given up on calling Time Warner due to long phone waits and the same response: Reboot.

Councilman Jonathan Cook, who has pushed the issue more than any other council member, said he thinks the council should see if Time Warner and the mayor can reach a solution before the council considers its options, including “legal remedies.”

Last week Mayor Chris Beutler called on Time Warner to allow a third party mediator to help the city and company come to an agreement. Time Warner said it would meet with Beutler, but rejected mediation.

Reach Deena Winter at 473-2642 or dwinter@journalstar.com.


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B wrote on June 26, 2007 1:50 am:
" Improving? Not! Nothing has improved. Time Warner, give all of us a rebate. Cable service is still very poor. What exactly did this advisory board accomplish? Surely, they didn't arrive at any new conclusions. We want ACTION & we want it NOW. "
nitemare wrote on June 26, 2007 5:03 am:
" Come on TWC... It's time to fess up, pay up, and go on. No more selective compensation, give all us digital subscribers what coming to us. Quit doing this on a "case by case" basis. Some of us that have tried to call repeatedly, just don't have the patience to wait thru your antiquated phone system, only to get told the same thing..."Reboot"! Figured that out on my own. YOU just didn't fix the problem in a timely fashion. That's what this is all about. You messed it up. You fix it. Do what's right. "
Roger Ramjet wrote on June 26, 2007 6:29 am:
" I only moved to Lincoln in March, and when I first got TWC the digital cable service sucked. I didn't know about the changing software, but I had given up on using the scheduler. Now, though, my service has improved. The scheduler works well and hasn't gone out since they announced the upgrades were being installed. My problem is with the "high-speed" internet service. If high speed means you can call up a site, go get a sandwich, then come back and it's still trying to come up, then Time Warner's doing a good job. If not, well... And don't even bother trying to call them. I have a question about my bill right now. I sent an e-mail two weeks ago and the site said to expect a response in 3-5 days, which I think is outrageous. Thing is, I still haven't gotten a response! Of course, this all could be solved if the city council would go get some competition. When TWC's subscriber base slips 20% in two months due to competition that understands the concept of customer service, TWC's customer service will get a lot better. "
New to Lincoln wrote on June 26, 2007 6:39 am:
" As a newcomer to Lincoln, I am very disappointed to see the city and local media driving out jobs and business. I have seriously debated moving to Omaha where they welcome growth, opportunity, and forward-thinking. Especially a company that is consistently best in the industry, on a national scale. I am surprised that any company would consider moving to Lincoln after the witchhunt Time Warner has had to endure. "
Lafferman wrote on June 26, 2007 6:52 am:
" i got mine fixed and it works great now. i canceled time warner and with with dish network and i get great service at a cheaper price. what's not to like. Time warner is showing everyone that they don't care about customers by what they have been doing since they released navagator everyone should show them what we think of time warner and switch to dish. "
nitemare wrote on June 26, 2007 6:55 am:
" What is this the Spanish Inquisition? Nobody deserves a refund from Time Warner! What is wrong with everybody? They did not force you to subscribe to their service!! There are alternatives such as dish network or direct tv. Hold the line Time Warner - don't give a dime to anyone. "
Debbie wrote on June 26, 2007 7:01 am:
" I moved to Omaha last year and if you think Time Warner stinks, you should try COX Communications. We can't even watch any TV stations outside of Omaha. They don't carry a single Lincoln station. We've got less channels and those we have are either public service or shopping channels. Then we have to endure the non-stop COX commercials telling us their number one. Give me a break! It's time to get done with this. Time Warner do something to stop the bleeding. Be done! "
Dee wrote on June 26, 2007 7:20 am:
" I'm so excited i get my dish today and TWC and take their software and leave my house!! Come on Lincoln speak with your dollars. If TWC wont listen to polite discourse then lets hit them where they live! Not only does the software stink but lets face it, if you are a night owl and like to watch TV late all you get on TWC is paid commercial advertising. When i turn to the movie channel i don't want to see the latest colon cleanse commercial i want to see a movie!! "
Witchhunt? wrote on June 26, 2007 7:34 am:
" Time Warner Cable is responsible for all of this. Their poor service and inability to deliver refunds are the reasons for this "witchhunt". This isn't a witchhunt, it's a community demanding corporate responsibility. Of course, Time Warner Cable has provided NO accountability. "
Realist wrote on June 26, 2007 7:59 am:
" "Witch hunt?" Are you SERIOUS?! You're obviously too new to know what the heck is going on! Time Warner brought this upon themselves by lieing to it's customers! Telling us they were doing an "upgrade" only to eliminate a prefectly functioning menu system (and replace it with their own) is not the way to treat customers. I don't know of any other business who would do that! It's not a witch hunt by any means at all. Time Warner used their monopoly to screw over the public, plain and simple... and that's not the kind of business Lincoln wants anyway. Get a clue (or at least TRY to know what you're talking about) before you spout off at the mouth. "
dissatisfied wrote on June 26, 2007 8:12 am:
" i have yet to call in to complain..however, i may start now as the problems i used to have are now more frequent then ever. i know quite afew people that have called and have rec'd "perks" but i still believe that really doesn't number one cost TW anything and it's just a temporary bandaid to appease the customer. all i want is good service like i give my customers! "
Jean wrote on June 26, 2007 8:28 am:
" Time Warner Cable is great for Lincoln. There are always bugs to work out when a new system is put in place. Give them a break. And for all those who claim that TWC is a monopoly, you really don't know your basic economics. Monopolies have four primary characteristcs and TWC does NOT fit ANY of them. "
LP wrote on June 26, 2007 8:29 am:
" We are switching back to dish network, quite probably yet today! Time Warner needs to wake up, unless they wish to go belly up real soon! If a lot of people drop their services I would put money on it that soon TWC will send out their 'little promotional sales skippy's' door to door offering some sort of 'dish buy back program' to come back to cable. We had dish network for roughly 9 months when we were given the offer if we would go back to TWC for their cable service we could get 12 months of service for like $30 a month with free HBO Showtime, etc for 4 months. Now roughly 3 years later we pay out the ear for TWC, and for what........hmmm pretty much next to nothing!! "
problem? wrote on June 26, 2007 8:33 am:
" If this is the biggest problem this city has, then we should all be overjoyed just to have the opportunity to live in Lincoln. Get off this....oh my gawd! Its just time to move on! Don't you people have a walmart to picket or something????? "
Hello wrote on June 26, 2007 8:33 am:
" I think all of you people complaining need to get a clue. " Hi-Im a TW Cable subscriber, I hate my service, I think TW Cable stinks but wait Im dumb enought to keep the service" You guys have no one to blame but yourselves for the mess you find your self in. There is competition, it is called Dish. You need to learn to put your money where your mouth is. Maybe we can start bashing the City Council for wasting there time on such a stupid easily fixed problem. "
Megan wrote on June 26, 2007 8:40 am:
" When you lived in Lincoln, did Time Warner have their Navigator software out yet for you to use? We moved to Omaha two months ago and now have Cox and I am soooo thankful to have Passport back again (the software that Time Warner used to have). The Navigator never worked, and I can't complain about Cox as it is much cheaper. We paid $150 per month for Time Warner including digital cable with one HD dvr and one regular dvr and high speed internet. We pay Cox $100 per month for the exact same thing. Much better deal, and their service actually works! "
JB wrote on June 26, 2007 9:05 am:
" I switched to Dish over a year ago now and I'm so glad Im not having to deal with all this crap from TWC. I had one problem with Dish once with a secondary receiver. I called customer service and waited maybe 20 seconds for somebody to answer. We trouble shooted the problem over the phone and when we couldn't fix the problem, they sent me a new receiver next day mail and I got a refund of $35. TWC, maybe take a look at Dish and see what they are doing right and take some notes. Right now Im glad I don't have to sign up with Dish because they are so busy taking care of TWC's old customers. People, drop TWC and drop them now!! "
Mrs. B wrote on June 26, 2007 9:12 am:
" Yes, I want a refund. A tech is supposed to out tomorrow AGAIN and check our stupid box. I'M TIRED OF TWC AND SHREWSBURY'S EXCUSES!!! "
Jennifer wrote on June 26, 2007 9:21 am:
" We had serious issues with our cable through Time Warner and ended up getting Dish Network as a result of all of the problems we were having. I think a lot of people should move away from Time Warner and then maybe they would open their eyes and realize they have to do the right thing. "
Curious wrote on June 26, 2007 9:56 am:
" Can someone explain to me why there is no competition of cable services in Lincoln? I lived in Lincoln for nine years and could not figure out why, now I live in Omaha and unlike Debbie, love COX cable. I also read with bewilderment and amusement how many problems there are. It makes no sense. How deep does TWC have the right people in their back pocket? What's next, only McDonald's are allowed and the Burger Kings and Wendys are out? Lastly folks, please consider the validity of people who write and say how great TWC has been to them. When there are obvious major malfunctions occurring, only someone with a vested interest, or a complete moron, would take the time tell everyone to still "be patient". "
Anon. wrote on June 26, 2007 10:48 am:
" I'm a TWC employee, and I cannot express how much I just wish this was all over and we can get back to normal. I'm tired of it all, I really am. It's coming up on a YEAR, A YEAR(!) since all this began for us, and still, we've not heard the last of it. True, the number of complaints and calls about Navigator has slowed. I sympathize with the customers who have had problems, I do. All I can say is call in, and let us help you. We're here, we're local. We shop at the same stores, and walk the same sidewalks, drive the same streets, and be assurred we're here to help and cooperate with those who have been having technical problems, not punish or impede you from enjoying your service. Keep in mind employees are using the same software, and we've had the same problems with the Navigator software! It's frusterating for us all! The longer this issue is drawn out, the more I wish the City Council was able to focus on more important matters, for example, the sad, ailing downtown retail experience, numerous potholes on residential streets, amongst other issues. Here's hoping the City Council and Time Warner can reach a reasonable solution quickly with everyone's better interets in mind, PLEASE. Let's move on. "
Not a TWC FAN wrote on June 26, 2007 10:52 am:
" This is just one of many problems TWC has. They sent a service "team" mother and son to my home who took his pants down and took a picture of "himself" with our digital camera and TWC did nothing about this not even an apology. They charge for services that you do not subscribe to and the "refund" you your own money TWC is a JOKE!!!!!!! "
I'm not a priority? wrote on June 26, 2007 10:54 am:
" My internet was down and I called TWC for assistance. TWC scheduled a tech to come out the next day. A few hours later they called me back and here is exactly what she said. "We are cancelling your appointment for tomorrow as you are not a priority". We can come out in 3 days". Excuse me?! I seem to be a priority when you want my money. "
angry wrote on June 26, 2007 11:29 am:
" When I pay more than $100/month for cable service, I expect great service not rebooting, freezing, missed DVR recordings, cable outages, and delays. I called the cable company SEVERAL times about my service issues and each time I was told that nothing could be done. Of course, that was when I could get through. During some of the worst times, I couldn't even get through to customer service. The line wasn't busy, Time Warner had just turned on an answering machine and told customers to leave a message if they were having service problems!!! I'm so frustrated and angry with TWC that I would switch cable providers if I could. Unfortunately, TWC is Lincoln's only cable option, and I don't have the ability to subscribe to a satellite provider. "
Sean1 wrote on June 26, 2007 11:34 am:
" Options? Legal remedies? TWC should have been brought to court a looooong time ago over this one. Let's get on the stick city attorney! "
DBR wrote on June 26, 2007 11:53 am:
" What pisses me off more than anything is that TW is in total denial over thier problems. The won't give the respect to thier customers and just say "We messed up". Instead it's just a bunch of question dodging. If someone came in to provide competion you would see them change thier tune really quickly. "
Yes, it's a witchhunt wrote on June 26, 2007 12:09 pm:
" Typical of the whiny Lincolnites. "New to Lincoln" hit the nail on the head, this is why new business is driven away. Why deal with this? Crying old people, interfering gov't, yada, yada. "
what about me? wrote on June 26, 2007 12:17 pm:
" TMC has such a monopoly in this town. They have contracts with many of the apartments around town that won't allow the residents to use the alternative sources. They also had this contract with my college and was stuck with them for 4 years while there. "
Deb wrote on June 26, 2007 12:40 pm:
" I am so sick of calling TWC and the problems fall on deaf ears. Our cable box always needs rebooting and then does wierd things like shut off by itself - no kidding - it does. I know it's not the TV because the TV is brand new but I am afraid this will damage HD. I think we need to have a 50% reimbursement for services UNRENDERED. When we first started complaining, TWC said it was the switch at one of their substation boxes. After hearing that over and over again, they finally realized we didn't buy what they were saying. They need to admit to wrongdoing and the city attorney needs to file charges. "
Gweedo wrote on June 26, 2007 12:42 pm:
" This is just so comical. Even if the service is great people whine of the price, so either way you have the same old people crying at any drop of a hat. Get rid of everything and try reading a book and gettin ur butts off the couch and outside. Do something besides whining an crying and complaining of cable TV "
Bad business wrote on June 26, 2007 1:38 pm:
" A couple of folks have commented that it is debate of this sort that is "driving out jobs and business" in Lincoln and "this is why new business is driven away". Apparently these folks think that when you receive shabby service and worse customer service, you should just grin and bear it. I seriously doubt that complaints of this sort would dissuade any business from coming to Lincoln, as they would be willing to treat their customers well (rather than as unpaid test subjects) and wouldn’t need to worry about such negative attention. If anything, this may actually encourage other cable and Internet providers to come in when they see the level of dissatisfaction with Time Warner. "
Loretta wrote on June 26, 2007 2:02 pm:
" Isn't it fraud or deceptive practices to make someone pay for something and then not deliver? Isn't that what Time Warner has done for almost 6 months with the Navigator rollout? If you are paying for 100% operation, but only get 35% over the month, how is that not fraud, especially when the company refuses to acknowledge your rights as a consumer to get what you pay for? I loved the article that Herb Friedman wrote about the great Navigator Caper and I totally agree. Someone needs to start a class-action lawsuit and make Time Warner accountable to their customers. "
It's not so simple wrote on June 26, 2007 2:45 pm:
" To everyone who suggests changing cable providers, please keep in mind that might result in the loss of quality jobs here in Lincoln. That's the only reason I don't drop TWC's horrible product. If you were to ask cable subscribers who they'd like to see held accountable for TWC's mistakes, I'm guessing the majority would say the executives from TWC and NOT the local service personel. I've called in MANY times and the tech support person has always been friendly. But they can only do so much when dealing with TWC's awful product. The top brass at TWC needs to be held accountable. And where are they? Oh, that's right, they don't work and leave the problem for others to fix. "
simply explained wrote on June 26, 2007 2:51 pm:
" the city entered an exclusive and monopolizing (def: an exclusive privilege to carry on a business, traffic, or service, granted by a government) contract with a company, the company stepped over their contractual bounds and has shown their unwillingness to uphold said contract so the city has to step in and investigate. it's no different then if the city allowed only Barnes and Noble to sell books and then B&N broke that contract and decided to only sell comic books and only be open thursdays. The fact that the contract involves TV is a mute point, perhaps the city should think twice before entering a contract, but then again they are "bringing jobs to Lincoln" (broken record, broken record...) "
simply explained wrote on June 26, 2007 3:07 pm:
" excuse me... "moot point" "
me wrote on June 26, 2007 3:29 pm:
" We just called Direct TV so we can drop TWC after we get re-connected with them. We had initially disconnected our dish service and went to TWC as we got this really decent deal from TWC to drop dish service when our neighborhood was a new construction area. Like $30 a month for a year for max of 2 years with free HBO for the first 4 months or something like that. But now that their service is almost $100 a month and not even worth half that................... "
Dear Mr Cook wrote on June 26, 2007 3:51 pm:
" As the leader of this cruisade, I would hope you realize that TWC is under no contract with the city, its customers are not bound by any contracts, and no laws were broken. I am eager to hear what legal remedies you are referring to. "
Facts: wrote on June 26, 2007 5:19 pm:
" To Simply Explained: there is no contract with the city, please check your facts. To others who are wondering why there is "no competition": Quite simply to run cables throughout the city would literally cost any new company millions of dollars. No company has asked to come to Lincoln because it is not a good business decision. To those who are not customers, havent been for quite some time: Are you posting just to post here? obviously you are in no way affected by this, so why are you trying to get your 2 cents woth in? As for me, I am tired of the same old things as the most commented on stories. I wish both the media and the city council would concentrate on things that really affect the quality of life in Lincoln. If one more dime of tax money gets spent on this issue, there should be an investigation on that. "
really? wrote on June 26, 2007 5:45 pm:
" You mean, if I call Time Warner and be really HOSTILE, they'll give me FREE stuff? THIS is what it takes to get good customer service? WOW! I have never done this before, being a naturally polite person and thinking that one "gets more flies with honey than vinegar" and all that stuff, but ok. How hostile do I have to be? Do I just threaten to cancel my service or do I have to scream and yell? Do I have to swear? Do I ask for the "supervisor" and give THEM hell? Do I have to have an attorney submit a written threat on company letterhead and send it by registered mail? Do I have to know somebody politically important? If YOU have had some luck at getting some "good customer service", please let the rest of us know how it's done. Maybe if we all do the same, this problem will be solved. "
Eric wrote on June 26, 2007 6:15 pm:
" I used to have TWC in Columbus and NEVER a problem. Their customer service was courteous, polite and helpful. Then I moved to Lincoln and the nightmare began. TWC is a JOKE. I dont have TWC or Satellite but am quite certain I will never even consider TWC again. Took 13 months for TWC to finally admit they had made a mistake in my bill. That, my friends, is NOT good customer service. "
az wrote on June 26, 2007 8:32 pm:
" customer service is an A product is d-.... I knew cable was expensive, but we took it because it works. it is floundering at best right now. "
nitemare (the original) wrote on June 26, 2007 9:06 pm:
" I've been watching Time Warner all night! It works perfectly and I even used my DVR! I called TWC customer service to just tell them how great of a job they are doing and how please I am with their product - they said I was the nicest person to call all day. They then offered free cable for a year but I turned them down as I didn't think it was fair. I suggested they actually increase their rates as I don't feel i'm paying enough for the quality of service! Lincolnites just like to complain about a big nothing. Way to go Time Warner - don't pay a dime to anyone!!! "
Too many idiots… wrote on June 26, 2007 9:50 pm:
" Did common sense evade a lot of you or what? Calling this a witch hunt, saying we had a choice in choosing what company we wanted…Did we have a choice on navigator system? Is it too much to ask for good service? I think not! This is not just a bunch of whiney “lincolnites” complaining like they always do, this is fed up customers that want service, and someone to talk to when there is a problem. Then there are other idiots out there with a solution…get the dish…well I still have to get internet from somewhere, and when it storms, we’re in Nebraska it will storm, I don’t want my service to go out. I also am supposed to get a packaged deal with internet and cable…so it’s better to have this TWC than two other providers. So to you idiots out there that have no good advise, please stop posting and let the real customers out there vent their frustrations, after all this is the only place we will be heard. "
Great Job Time Warner! wrote on June 26, 2007 10:42 pm:
" I love your service! Thanks for the $150 refund check you sent in the mail today! 6 months of free HBO is also great! Keep up the great service! No complaints here. Your #1 fan! "
me... wrote on June 27, 2007 4:43 am:
" OK, so the city has let us down again. "Too busy" to persue this for a couple months. BAH!!! I wish that somebody with a little legal background would draft a petition or a class action suit against TWC, then let me know where to sign. I have complained a few times, (when you can actually get someone on the phone!), and have recieved no compensation. I would like to know what the requirements are on this issue. Why do some get compensation, and the majority of us do not? Also, what ever happened to TWC opening up an -dress for issues and complaints, so we could contact them directly? Scared of an overload? TWC PLEASE RESPOND!!! "
Downgrade wrote on June 27, 2007 9:09 am:
" Just do what I did. I got rid of the digital cable and went with just basic cable and now my Cable bill is just $14.00 month and I get channels 2 thru 25. Pretty nice not having a $100 cable bill! "
simply explained wrote on June 27, 2007 11:05 am:
" to 'facts', to quote HERB FRIEDMAN; Local View: The great Navigator Caper - "And it is not a mere coincidence that this happened not more than a year after the city extended the Time Warner cable franchise agreement for an additional 15 years. Franchise agreements are next to impossible to break. thanks to well lobbied federal law, a fact not lost to the Time Warner executives. Finally, it was no random choice that Nebraska was selected; we are among only a hand full of states that do not allow punitive damages for civil wrongs." unquote. Sounds like an exclusive contract to me...anyone else? "
Capitalism wrote on June 27, 2007 12:39 pm:
" Last I knew, we have a free market. We don't need the government "Cable Advisory Committee" making recommendations on how citizens should be compensated. If you don't like the service, go some where else. TWC would be forced to take action to stay in business. That is the way free market works - if you don't do good business, you won't get more business. If you don't like TWC, don't give them any business and watch the free market system in action! You can survive without cable until they clean up their act if you need to. "
exclusive? wrote on June 27, 2007 2:03 pm:
" a franchise agreement is not exclusive unless the contract is explicit of that. There is no exclusive contract, just no other company that wants to do business with people that are so willing to get so hostile "

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