The City Of Lexington Demands A Public Hearing From Charter®

The city of Lexington recently asked the officials from Spectrum^® and Charter Communications^® to attend a public hearing for addressing the performance of the company. In addition to that, they also wanted access to the complaint files and several other records of the telecom company.

Lexington Chief Administrative Officer, Sally Hamilton, recently informed the cable company about the number of complaints they have been receiving about Charter Communications^® and Spectrum^®. Reports indicate that these complaints contained information about widespread rate hikes by the telecom company. Additionally, some customers also complained about the termination of about 56 customer service employees at Charter’s Lexington office.

The letter said, “The city is left wondering what abuse will be heaped upon it next by Charter-Spectrum.” One of the leading internet providers in the country, Charter Communications^®, which is currently operating as Spectrum^® offers cable, internet, and telephone services to several customers in the city. This is the second letter sent by the city of Lexington to the telecom company demanding answers on the complaints regarding their unreliable customer service.

The city had earlier sent letters to both Charter Communications^® and Spectrum^® asking the telecom company to react to a number of problems reported by Fayette County cable customers. The telecom giant responded to this issue by June 5 and the letter sent by the company guaranteed the city that “quality customer service is of the utmost importance to Charter^®.”

In addition to that, the letter from Charter Communications^® also highlighted some initiatives started by the telecom company has in the Lexington area including the construction of 860 outdoor Wi-Fi hotspots, $3.1 million in infrastructure improvements, and the launch of the low-cost internet service for low-income residents in the city.

The letter also notified the city that the telecom company would be providing more information regarding their Lexington call center and their location on Palumbo Drive “in the near future.” The city had earlier signed a cable franchise agreement with Spectrum^® and Charter Communications^® back in the year, 2014. However, this agreement offers very limited authority to the city over the telecom company but one of the provisions in the agreement lets the city to hold a public “performance evaluation session,” if required.