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17 - Suddenlink CommunicationsItem No. 17 Memorandum TO: City Council Grayson Path, City Manager FROM: Stephanie H. Harris, City Attorney SUBJECT: SUDDENLINK COMMUNICATIONS DATE: January 25, 2021 BACKGROUND: Several Council Members have been receiving complaints regarding Suddenlink Communications, a local provider of cable television and high speed internet services. Complaints range from interruptions in service or poor quality service to an inability to obtain satisfactory customer service or even to reach a person on the phone with whom to lodge a complaint. Mayor Pro Tem Portugal has asked staff to look into whether there is anything the city can do to require Suddenlink to provide better product service and customer service. STATUS OF ISSUE: The city no longer has a franchise agreement with Suddenlink because the state, in Chapter 66 of the Texas Utilities Code, has preempted the ability of cities to negotiate franchise fees with such companies. Instead, Chapter 66 controls the amount a city can receive in franchise fees. As for the regulation of services themselves, as distinguished from franchise fee rates, such regulation is reserved to the Federal Communications Commission under federal law, and thus the city has no regulatory authority over Suddenlink. According to the Public Utility Commission of Texas, The Federal Communications Commission (FCC) has regulatory oversight over long distance phone service, wireless service, including pager and cell phone services, and cable television service. You can contact the FCC's Consumer Information Bureau by calling toll- free at 1-888-225-5322. FCC Consumer and Governmental Affairs Bureau Website 11P.:illr_- ;a��u�/_�air��ip°�i��. aM� w ,�°u�:�u����ifi-.� al0'��: ��irS lbloa-V�-iiia, n� ,i-����locl��-.4, Information I p I poen �^ y' filing ` ap complaint omplaint with the FCC can be found at: I have attached website information from the FCC website as well as the agency's informal complaint form to this memo. In addition, Mayor Pro Tem Portugal has made contact with a representative of Suddenlink whose name she obtained from State Rep. Van Deaver's office. Mrs. Portugal relates that she had a good conversation with this representative, and we hope to get some movement through this avenue. BUDGET: This item is informational only, and there is no budgetary impact. RECOMMENDATION: Discuss this item and provide information to the public regarding how to lodge a complaint with the FCC. See attached information. 1120/2021 FCC Complaints Y _(" I'IonlE' ( (i9' q"iaWOe w n, File an 4-0,r,)rrTial con = I' cornpla rfl. Tell u! stoly Search Complaint Center S, ea � k- Ii q -oils uniew untrjantrs'fi dant.„ Pp 0 1, AOa �,e,,d , ,, File a complaint if your complaint is about a telecom billing or service issue, we will serve your complaint on your provider. Your provider has 30 days to send you a response to your complaint. We encourage you to contact your provider to resolve your issue priorto filing a complaint. Mi htkps:/iconsumemomplaints.fec.govlhcfen-us 113 HKOT),11YA] M Internet N RM 11 Access far I4e with Disabilities a Emergency CommuMc,ations I -OI4,d 14 i 17-1 P(" [4n I I (.�' i ,.,w. Huwv, TI'M e n y o T� MFF r ffff&-37 . It - -WVVTIwr�.� AV v6RgWam . . - I vo*Y4444hi it"mWo ed to �jour -eirovider and pou will not hear bal from your provider or the FCC. We wilt share your story internally and use it to inform policy making and potential enforcement activities. I https:/Iconsumercomplaints.fcc.gov/hc/en-us 213 i MOM= Tell Us Your Story Learn about consumer issues t'�6wnload a complaint form: W or PD,F File using our American Sign Language Hotline: AS[ Video F6!Y19tW Commumications cin �Pn�ssjor� X1.51 ,Sirs,;' et NE Ndshirig4oni, DC,20554 Pllhore' 1 888-225.5322 Hy'. 1 888 835 5322 %'Weophonel 1 8411432-2275 F:ax: � 866 118,0232 9IMI=Jh Mfebsk 11!:IoNdes & Noflcg�s Browr seC-21mp__ 1-1-111 ,111, fm No Fear Act Dau 91inn 60 2009 Reawery j�jijjl�gfiny rnent Act M F:RRead L& UqQAjgk grdhic/iOn-us 3/3 CO N Affif Informal Complaint Form Federal Communications Commission Consumer& Governmental Affairs Bureau Phone: 1 -888 -CALL -FCC (1-888-225-5322) Fax: 1-866-418-0232 TTY: 1 -888 -TELL -FCC (1-888-835-5322) American Sign Language Support Line: 1 -844 -4 -FCC -ASL (1-844-432-2275) For faster submission and complaint tracking, consider filing your complaint electronically at�w .. , �:�: jjaints n CONTACT INFORMATION (Colons below designate locations for responses) First Name: Last Name: Company Name (if applicable): Street Address/ PO Box: City or Town: MOM I Cut", M. ;1 111,11,10 1;1 111�1� 111�1 =7 OM 11 1 1 11, 11!11 1 on Availability: Billing: Equipment: Indecent Content: Lij-d-"11 Availability: Billing: Cramming: Equipment: Number Portability: Slamming: Telemarketing: I , - Internet Section Availability: Billing: Equipment: Indecency: lk"A.M.Y114, Closed Captioning: Emergency Information: Hearing Aid Compatibility: Tok- Video Description: 23M 71� . I I 1 111111 TMf 1109117 12111111111 �.011 11111" 1 1 111111 11 relevant, include the name of the company you are complaining about, your account number and any other information you think might be complaint: 11� I � � I i � � , � I I I I � 1 I � I � i � I i 11 [Federal Communications Commission Consumer & Governmental Affairs Bureau 445 12th Street, SW Washington, D.C. 20554. In addition, you may submit your complaint or obtain consumer information over the telephone by calling 888 -CALL -FCC (1-888-225-5322) voice, or 1- 888 -TELL -FCC (1-888-835-5322) TTY, or 844 -4 -FCC -ASL (1-844-432-2275) ASL. An FCC customer service representative will fill out an electronic version FCC NOTICE REQUIRED BY THE PAPERWORK RED11-f-IMM, AICT A authorized under the Communications Act of 1934 ("Act"), as amended, to collect the personal information that we request in the consumer complaint form. The form is used for complaints that involve (1) deceptive or unlawful . "auiarketin j(12:—biffing, Xdy-a-cLt#-Qr service o-ualii disabili - access; (4) emergency or public safety, (5) media (general), (6) junk faxes, (7) telemarketing (including do -not -call violations), and (8) other related issues such as prerecorded messages, automatic telephone dialing systems, and unsolicited commercial email messages to wireless telecommunications devices. The public reporting for this collection of information is estimated to average 30 minutes per response, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the required data, and completing and reviewing the collection of information. The consumer complaint form is used for complaints about obscene, profane and indecent programming. The public reporting for this collection of information is estimated to • 15 minutes •' response, including the tati-Tg4l ta sotirces. 21, IttaintaITTM-9Tfle repil ire Mil information. This form is used for complaints that involve slamming disputes between consumers and telecommunications carriers to be brought before appropriate state commissions, or this Commission in cases where the state has not o�aed to administer our rules rather than to authorized carriers. If we believe there may be a violation or potential violation of a statute, FCC or local agency responsible for investigating, prosecuting, enforcing or implementing the statute, rule, regulation, or order. The public reporting for this collection of information is estimated to average 15 minutes per response, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the required data, and completing and reviewing the collection of information. If you have any comments on these burden estimates, or how we can improve the collection and reduce the burden it causes you, please write to the Federal Communications Commission, OMD -PERM, Paperwork Reduction Project • Washington, DC 20554. We will also accept your comments regarding the Paperwork Reduction Act aspects of this collection via the Internet if you send them to PRA@fcc.gov. Remember - You are not required to respond to a collection of information conduc) *r sponsor this collection, unless it displays a currently valid OMB control number or if we fail to provide you with this notice. This collection has been 9.ssigned an OMB control number of 3060-0874. THE FOREGOING NOTICE IS REQUIRED BY THE PAPERWORK REDUCTION ACT OF 1995, PUBLIC LAW — 104-13, OCTOBER 1, 1995,44U.S.C. SECTION 3507 AND THE PRIVACY ACT OF 1974, PUBLIC LAW 93-579, DECEMBER 31,1974, S U.S.C. SECTION 552a(e)(3).