Unhappy transition
Time Warner service draws complaints
By Jeff Gallatin
Bay Village
Published Nov. 29, 2006

City officials are sending a clear signal to Time Warner Cable that Bay Village residents aren’t happy with their service.

Mayor Debbie Sutherland said Monday night she and Law Director Gary Ebert are meeting with Time Warner officials Friday to discuss the problems which have developed since Time Warner acquired Comcast several months ago.

“There have been a series of problems for residents in service, billing and with their equipment,” Sutherland said. “We have taken a series of complaints from people about what’s been going on with them since Time Warner took over from Comcast.”

Gina Petredis, director of government and media relations for Time Warner Cable in Northeast Ohio, said the transition in taking over service from Comcast and Adelphia cable systems has not always been easy.

“What you’re talking about for Time Warner is taking over 600,000 homes from the other cable services,” Petredis said “That’s a tremendous undertaking for any business.”

Sutherland said it’s been a difficult change for city residents as well.

“We’ve been through three or four different changes in the city and after reviewing the information I’d have to say this has been the most difficult,” Suthlerland said.

Petredis said the cable company is working on correcting problems.

“It’s unfortunate, but sometimes there are going to be some minor bumps which we are working on fixing them,” she said. “We also are contacting people when they file a complaint and trying to work out each individual’s situation.”

Sutherland said city officials realize that getting and then providing cable service to a smaller community like Bay Village can be difficult for both a cable company and residents of the community when there is a transition from one company to another.

“You know there can be an adjustment period when they switch over, but some of the problems we’ve had reported to us just aren’t necessary in our opinion,” she said. “We’ve had people say it takes too long to get them to come set things up.”

Sutherland said the city has received multiple complaints from residents about Time Warner’s billing practices.

“We’ve had people call us that they’re only being given two days to pay their bills,” Sutherland said. “That’s not enough time for people to deal with a bill, particularly if they’re waiting for a paycheck or a payment from a government agency to pay their bill. Other people have let us know that they’re getting late charges when they shouldn’t be.”

Petredis said some bills have gone out late but the company is correcting the problem. She said that people will not be responsible for unnecessary late charges.

Other problems have apparently developed with computer and Internet service provided by the cable firm, city officials said.

“I’ve heard complaints from people who are saying that when they’re advised by the company they got their computers from to upgrade their services that Time Warner can’t handle the upgrade,” said City Council President Brian Cruse. “Then people tell us that Time Warner officials tell us that it’s the computer company’s fault while the computer people tell them that it’s Time Warner’s fault. Meanwhile the consumer is stuck in the middle.”

Sutherland said the cable company must realize people rely on the services it provides.

 “It’s essential to some people in terms of communication and access to the Internet,” Sutherland said. “It’ something they have to have in terms of information and contact with other people or even for business.”

The mayor said she’s glad the city is also working with AT&T on negotiations for the above-ground utility boxes which also can help provide services to city residents. City and AT&T officials have said they anticipate reaching an agreement by spring.

“We need good competition so we can get the best possible service for residents,” Sutherland said.

City residents with cable problems should contact Sutherland’s assistant Maureen Nakonek at (440) 899-3416 or at mnakonek@cityofbayvillage.com.

Petredis said she anticipates being able to have a successful meeting with Sutherland and Ebert.

“We’ll discuss what’s going on and deal with the problems,” Petredis said. “The most important thing for people to realize is that once we get all the problems worked out, we think they’ll be very happy with their service from Time Warner.”