by Max Marbut
Staff Writer
Most people want more channels on their television than those that are broadcast, so that means subscribing to either cable or satellite service. Compared to cable television, satellite service is a relatively new technology and the means of getting the signal from outer space to the subscriber’s screen doesn’t involve much more than compatible electronics on each end and a clear line of sight.
Cable television, on the other hand, involves miles of wiring that has to be installed between the cable company and each and every household. That was installed all over Jacksonville beginning in the early 1980s and today, practically every residence and many businesses are able to receive cable signals if desired.
With all that infrastructure needing to be installed and the capital investment involved, from day one the cable companies wanted a way to protect their interests, so the era of “franchise agreements” was born.
As of last August, there were 193,463 households in Jacksonville that subscribed to cable television through Comcast. The City and Comcast have had an agreement in force since 2003 that covers issues involving service. The agreement consists of 28 pages of specifics covering everything from system design standards to regulation to remedies for violations to foreclosure and receivership. The only legal requirements that are not included are those that involve billing disputes as well as Internet and telephone services.
Public Information Administrator Carolyn Broughton is also the City’s cable franchise manager. It’s her responsibility to monitor Comcast’s performance and make sure the cable provider abides by the terms of the agreement.
She said another aspect of her job is to help people understand the concept behind the arrangement. It’s nothing like the relationship customers have with the JEA, for example
“Cable television is a luxury, not a necessity and it is not a utility even though people may think it is because it comes into your home through a wire. People need to understand Comcast is in it to make a profit,” said Broughton.
Her office also provides a place for subscribers to go if they can’t get an issue resolved by contacting Comcast. Customers can call the office directly or register complaints on the 630-CITY line, she said.
Broughton also pointed out that she gets on average less that 30 complaints a month, “and with as many subscribers as there are, statistically they’re doing a good job. But, we never want to minimize anyone’s complaint.”
Broughton also said as soon as her office or 630-CITY receives a complaint about cable service, it is immediately sent to Comcast and it’s not unusual for the problem to be solved before she contacts Comcast to follow up on the subscriber’s issue.
“That way we can attack the problem from both directions,” she said.
Broughton said the oddest thing that crosses her desk is the rare occasion when she opens an envelope from a Comcast customer expecting to find a complaint but instead discovers a check inside.
“The checks are always made payable to Comcast. But instead of sending it to them, the customer has mailed it here to City Hall,” she said. “I immediately send it straight to Comcast, but it might make the payment arrive late.”