City, Some Customers Still Unhappy With Cable Company’s Service

City leaders still are not satisfied with the level of cable service being provided by Time Warner Communications, despite the company’s claim that technical problems from a May glitch have been corrected.

Time Warner General Manager Robert V. Moel told the City Council on Monday that recent electronic tests showed the local cable system met the Federal Communications Commission’s standards in picture quality and sound. But council members expressed doubts that the problems, ranging from scrambled channels to inadequate customer service, have been resolved.

“We’re getting real close to good grounds that you are violating the franchise agreement,” Councilman Ronald Bates told cable officials at Monday’s meeting. “All we see is promises, but we are not getting results.”

The problems stem from a number of changes Time Warner made to its system on May 2. The most dramatic was the installation of a new digital signal converter designed to enhance picture and sound quality. The converter collapsed, leaving customers with blank or snowy television screens for a day.

But some residents say their cable troubles have lasted much longer than one day.

Resident Leo Kemp said he did not have adequate reception during the Olympics and was unable to watch the Games.

“They said the cable has improved. Well, in July mine went worse,” Kemp said.

The cable company has credited all Los Alamitos subscribers with one day of service on their bills, Moel said. About 500 customers with special circumstances received additional days of credit, he said.

The council directed the city staff to work with other cable experts to determine what would be a reasonable reimbursement to residents.