City Council Agenda and Packet 2015 05 19

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City Council Meeting Minutes May 5, 2015 Page 8 of 33 • Comcast storefront in Louisville. • Customer Service reports of poor service from the call center, missed service calls and poor treatment from staff. • Unclear billing: bills were unclear and changed month -to -month even when no service changes were made. • Rates: Complaints rates continually go up and there is no rate for low income residents or seniors. The negotiating team tried to address the following in the franchise:: returning a storefront in Louisville; improved reporting of complaints; continued PEG Channels; two - hour window for service calls and a larger letter of credit for service infractions. The cost of returning a storefront to Louisville would likely double bill of every Louisville resident so the team dropped that point. Comcast would not change their reporting process so City staff will compile a report of complaints. Comcast is currently advertising a two -hour service window, but would only agree to a four -hour window in the Customer Service Standards. They will agree to the two -hour window as long that that remains company practice. Some of the proposal specifics are as follows: It is a 10 -year franchise; franchise fees equal to 5% gross revenue; there is an option for high definition for Channel 8 in three years and PEG fees will equal 50 cents per customer. Fiscal Impact: Franchise fees equaled approximately $260,000 in 2014; PEG fees totaled approximately $25,000 in 2014. Unknown items that could affect the franchise in the future include possible changes in technology and changes in federal law. Side Agreement: An Agreement with Comcast to cover the following issues: • Service will be provided to the new City Services Facility in CTC. • Comcast volunteers to adhere to two -hour service window as long as that is company practice (it cannot go longer than four hours under the CSS). • Comcast agrees to the billing clarity language in the CSS and the City recognizes it has no current intent to initiate a complaint related to this. Staff recommendation: Staff recommended the City Council approve the renewed franchise with Comcast Cable and the reestablishment of Customer Service Standards. The following people were available to respond Council's questions: Public Relations Manager Muth, Mayor Pro Tem Dalton, the City's legal counsel, Nancy Rodgers and Comcast Representative Andy Davis. COUNCIL COMMENTS 39