Cable Plans Better Service in Future, but It’ll Cost More

Cable television customers may soon find they’re getting better service--faster installation, service calls and refunds--but the industry says it could cost them higher rates.

The National Cable Television Assn., in announcing the new public relations campaign Thursday, said cable companies may have to add personnel and costly new equipment and facilities.

“If customers want high-quality programming and . . . state-of-the-art plants, sure it’s going to cost them something,” said James Mooney, association president. “But I think it will not be a significant upward boost in rates.”

The voluntary customer service guidelines were adopted by the NCTA board of directors on Wednesday in Boca Raton, Fla.

The guidelines do not address the issue of monthly rates, which have risen sharply in some cases since cable TV essentially was deregulated in 1987.

Cable officials hope the standards can be adopted nationwide by July, 1991. The standards say:

More customer service representatives will be hired so telephone calls can be answered within 30 seconds, including waiting time and transfers, and automated answering systems will limit the number of rings to four. This standard should be achieved 90% of the time.

Under normal circumstances, a customer will receive a busy signal less than 3% of the time a cable office is open.

Standard installations will be performed within seven business days.

The cable operator will respond to service interruptions promptly, certainly within 24 hours, in situations not beyond the cable company’s control. Other service problems will be responded to within 36 hours during the normal work week.

Morning, afternoon and all-day appointment estimates should be established.

If an installer or technician is running late, an attempt will be made to contact the customer.

Customers should be given 30 days’ notice of rate increases.

Bills should state clearly what services a customer is receiving and how much they cost.