The Lexington Fayette Urban County Council announced Thursday that it has drafted a franchise agreement with Time Warner Cable.
The company was on track to sell its local assets to Comcast and Charter Communications, but the council threatened to deny the transfer if customer service concerns weren’t addressed. Vice Mayor Linda Gorton says the city was able to negotiate several important concessions.
“If they had to return equipment in the past, they had to go stand in line and return it. Now, the holder of the franchise will be required to say to every customer, “Would you like us to send you a box?” and you can mail your equipment in free of charge,” Gorton explained.
Other measures include robust hours in Time Warner’s customer service office, a complaints ombudsman, and severe fines for breaking the agreement. The franchise agreement will be up for a full vote next week, and if approved, will last for ten years.
