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Approximately 10 people showed up for the meeting and only five of
those spoke: local businessman Eric Notto of Notto Technologies and
Consultants, residents Sandy Johnson and Charles Anderson, CITV-5
representative Celeste Rogers, and Comcast representative Libby
Stehn.
Notto was the first to speak, saying that when he opened his
business at 503 Woodlawn, he initially went with Verizon for phone
service. However, he soon became dissatisfied with the cost of the
service and looked into doing a bundle of services from Comcast that
included phone lines as well as Internet.
His experience with Comcast has been quite positive, and he said
he was very well pleased with the cost compared to Verizon.
Notto also read letters from Midwest Records Storage and Heritage
Packaging that again praised Comcast for their services to their
businesses.
When Celeste Rogers took the podium, she spoke about the unused
channels that are seemingly available for more public access
television. She said that in the lower 100 channels, there are 31
going unused, and that is an opportunity for more public access.
As she spoke about this, questions came from the council
regarding CITV-5's use of the local origination channel.
It was asked what amount of time was available on Channel 5 for
public access, and according to Rogers, the majority of the prime
daytime and evening hours are under contract to CITV-5. Rogers said
that right now the time slots that would be available are during the
midnight hours: late night to early morning.
Mayor Keith Snyder asked specifically what the proper mix of
local origination and public access would be on that channel, and
Rogers responded that she really didn't know that there was any
established proper mix.
Rogers did promote the idea that there needs to be more airing of
city council activities, such as the Tuesday night workshop
meetings, and she said that the contract between CITV-5 and Comcast
could be discussed to see if those items could be added as public
access.
As the evening progressed, several subjects were addressed,
including the inability to get through to customer service via the
company's 800 number.
Alderwomen Joni Tibbs and Melody Anderson both commented about
the difficulty in reaching customer service. Anderson referred to
going through "16 different phone trees, getting a different person
each time they called and a different story from each person talked
to." She said that this was a complaint she had heard from her
constituents.
She added that she had also been told that those who take the
time to travel to the local office get better responses and more
help with their problems. The problem there, though, is that some
people can't go to that office, and it appears they can't call
there.
It was also mentioned later that in many cases, even though the
local office is willing to help, they too have to go through
corporate to get a service call logged.
When local resident Sandy Johnson spoke about Comcast, she too
expressed a desire to see more of the city council meetings aired,
as well as county board meetings.
It later came out that CITV-5 used to air the county meetings,
but they were not public access then. The meetings were provided
through CITV-5 and paid for by various program sponsors.
Johnson also commented on repair work the company had done,
saying that they had left a cable running on the ground across her
back lawn for nearly a month before coming to bury it.
Her final comment addressed the cost of the service. She said
that it was a concern to her as a senior citizen that rates are
continually rising, making it less and less affordable for her to
have the service at all.
Charles Anderson addressed another problem that he feels is
prevalent for seniors, and that is the lack of proper education on
how to deal with the new digital equipment that the company is
switching to.
He said he felt like the installers could have spent more time
showing him how to use the multifunctional remote control and
coordinating how to get the TV and the digital boxes all to work.
Chuck Conzo, city treasurer, asked Anderson whether or not the
instruction manual that came with the box and remote was helpful to
him, and Anderson replied that he did not receive an instruction
manual.
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When Stehn took the podium, she began by commenting on Comcast's
community involvement, noting support the company has given to
Community Action through Comcast Cares as well as to the public
schools.
She said she had taken note of all the concerns of the council
and the citizens, and she was going to address all of them.
Among other things, she said there was a possibility that Comcast
might be able to offer a technology workshop for the senior
community to help them understand the workings of the new digital
systems.
When asked about the public access programming, she said it would
have to be worked out with CITV-5, but that it was possible that the
Tuesday night meetings could be aired. She said she would look into
that, and Alderwoman Anderson asked when.
Anderson commented that Stehn had said in the past that it could
be looked into and discussed, but it didn't happen. This time she
wants a specific timeline.
When Rogers had spoken earlier in the evening, she said there
were 31 channels not being used in the lower 100. Stehn was asked
about that, and she indicated that even though the numbers weren't
being used, the bandwidth of those 31 channels had been assigned to
other places.
Alderman Tom O'Donohue then commented that what she was saying
was that Channel 5 is the only one available, to which Stehn said
that right now that is correct.
Anderson then asked if another channel could be made available
for public access. Stehn said it was something that could be
discussed, and O'Donohue asked for a timeline there as well.
Stehn said she would try to be in contact with the mayor within
the next week or so.
Stehn also addressed the desire of the community to have a local
service contact number. She said that for the company, 800 numbers
were more cost-efficient. She said that while it might not be the
best answer for the community, it was what the company felt worked
best for the business. She added that she would provide each council member
with her direct phone number, and anytime they or their constituents
had a problem with the customer service department, they were to
call her directly.
Other comments that came out during the meeting included problems
with Internet outages and an inconsistency in the volume between
channels and also between programs and commercials.
Stehn said that some of these problems were merely technical
issues that needed to be addressed, especially in the problem with
the volume. She added that she would report this and see if
something can be done in the very near future.
In the end, Snyder went through a list of issues that that had
come from the constituents, various letters that had been received
and council members' comments and said that he would expect to hear
back from Stehn on all the issues.
Snyder said specifically that he wanted a better answer in regard
to having a local service number.
He commented: "I understand that it is better for your business,
but these are our local citizens asking for that, and I think you
can give us a better answer."
[By NILA SMITH] |
