I have some additional letters from Comcast that I ll everyone in part 2 of the packet tomorrow.

Transcription

1 October 20, 2016 Dear Commissioner The next Telecommunications Commission meeting is Wednesday, October 26 at 7 p.m. in the City Hall Council Chambers, and will be carried live on Civic TV channel 17. If you can t attend the meeting, please let me know. Documents in this packet include: Agenda for 10/26/ Work Plan Minutes: 7/27/16 Comcast complaints logged by City staff since May, 2016 CenturyLink complaints logged by City staff since May, 2016 Memo: franchise fee audits/reviews background Draft PowerPoint presentation for the meeting I have some additional letters from Comcast that I ll everyone in part 2 of the packet tomorrow. If you have any questions, please call me at Very truly yours, Reg Dunlap

2 Agenda St. Louis Park Telecommunications Advisory Commission Meeting of October 26, 2016 at 7:00 p.m. City Council Chambers 1. Call to order 2. Roll Call 3. Approval of Minutes A. Telecommunications Commission minutes: July 27, Adoption of Agenda 5. Public Comment 6. Reports & Discussion A. Review staff report on CenturyLink second & third quarter B. Begin discussion of franchise fee review for Comcast: C. Comcast complaint review & possible action D. Update from Comcast on channel guide information available to customers with digital adapters, and using ParkTV branding E. Conflict of interest reminder F. Control room upgrade to HD servers & Carousels 7. Communications from the Chair, Commissioners and City staff 8. Adjournment Auxiliary aids for individuals with disabilities are available upon request. To make arrangements, please call the Cable TV Department at 952/ (TDD 952/ ) at least 96 hours in advance of meeting.

3 UNOFFICIAL MINUTES ST. LOUIS PARK TELECOMMUNICATIONS COMMISSION JULY 27, 2016 TOUR OF CENTURYLINK HEAD END, GOLDEN VALLEY MEMBERS PRESENT: MEMBERS ABSENT: STAFF PRESENT: OTHERS PRESENT: Maren Anderson, Bruce Browning, Cindy Hoffman, Abe Levine and Rolf Peterson David Dyer and Andrew Reinhardt Reg Dunlap, Civic TV Coordinator, and John McHugh, Community TV Coordinator Patrick Haggerty, CenturyLink Director of State Regulatory and Legislative Affairs; Mike Janssen, Lead Engineer, Forrestt Crowe, IPTV Engineer, and Jerry Jerome, Technician Tour of CenturyLink Head End in Golden Valley Commissioners met in the parking lot on the east side of the building about 6:50 p.m., and Mr. Janssen and Mr. Crowe escorted Commissioners and staff to the room where the Prism equipment racks were located. The large room once housed wireless equipment, but in the last 18 months the Prism TV racks and equipment was installed. Mr. Janssen gave and overview of the Prism TV architecture and fielded questions. The cable networks enter the building on fiber from a regional office in Columbia, Missouri on redundant 10 gigabit fiber inputs. The basis for all of their networks is to have multiple paths and equipment so that there is no down time. A video aggregator system converts all the channels to IP (internet protocol) video, which routes it to the network. The networks have built in monitoring of the many channels, and the staff in Denver has access to be able to remotely monitor any of them in case a problem is reported. Down the road, that contact information will be provided to City staff, but it isn t necessary at the moment because Prism TV isn t installed in City Hall. Mr. Janssen showed the racks where the local PEG (Public, Educational and Government) channel encoders were installed, and pointed out several spare encoders in case they were ever needed. Mr. Haggerty said that CenturyLink now has activated 84 PEG channels and passed 260,000 homes in the metro area. Mr. Janssen moved the group to another set of racks which held dozens of HP servers. Commissioner Browning asked about their compression scheme, and said the HD demos looked excellent. Mr. Janssen said they used MPEG4 compression to put a 24 MHz channel into 5.2 MHz of bandwidth. Mr. Janssen said that 30 of the channels now have a replay server option, which means if the viewer sees an icon on those channels in the bottom right corner of the screen, they can start the program over at the beginning. The down side is that they cannot fast forward through commercials.

4 There were many questions raised by Commissioners and staff, and CenturyLink staff answered all of them. Next the group moved to a quiet room with two monitors and several work stations. ParkTV channel 16 was displayed on one of the monitors, and on request, Mr. Crowe switched to the Minneapolis, Coon Rapids, Edina and Bloomington government channels to show that they were carried in HD. The group then moved to a lunch room area to see a splicing demonstration by Mr. Jerome. Along the route, Mr. Dunlap asked about the racks that were in cages, and Mr. Haggerty said that was the CLEC s (competitive local exchange companies) equipment to allow competitors on the CenturyLink network, and that CenturyLink staff was locked out of those areas. Mr. Jerome explained that splicing fiber was much easier now, using smaller and less expensive splicing equipment because the fiber was much easier to work with. Chair Peterson said that the preparation for splicing now takes a fraction of the time and expertise. Mr. Jerome showed the tiny fiber strands, which are about the size of a hair and are color coded for easier matching when splicing. Mr. Crowe said that the manufacturer, Corning Wear, supplied fiber cable with pre-made connectors, so that aerial plant installation and repairs were efficient and easy. Commissioner Browning asked if CenturyLink used single strand or multiplex fiber? Mr. Janssen said that they used all single strand because it was more reliable. Commissioners and staff thanked the CenturyLink staff for the tour and for answering all their questions, and left the building at 8:20 p.m. Respectfully submitted by: Reg Dunlap Civic TV Coordinator

5 2016 Telecommunications Advisory Commission Work Plan January: Written Annual Report to City Council February 22: Meeting with Council at Rec Center Banquet Room Bruce Browning gave the report, with Dale Hartman, Cindy Hoffman and Rolf Peterson also attending. February 24: Council Chambers Cable TV technology presentation, including fiber optic technology Park TV marketing, publicity & program report Brainstormed future topics for Commission action, based on discussion at the Council Study Session February 22 April 6: Park TV Producer and Volunteer Recognition Event Great turnout of about 50 honorees; Commissioner Hoffman attended. May 11 Council Chambers Review Comcast complaints and first quarter complaint log Comcast price increase June 1 for select TV & internet services Comcast HD enhancements and set-top box exchanges Review staff report on CenturyLink first quarter (establish baseline of possible Prism customers, set the standard for 15% additional buildout) City Council strategic goals and role for Telecommunications Advisory Commission July 27 Tour of CenturyLink facility with Patrick Haggerty, CenturyLink Director of State Regulatory and Legislative Affairs; Mike Janssen, Lead Engineer, Forrestt Crowe, IPTV Engineer, and Jerry Jerome, Technician. Mr. Janssen showed the equipment racks for Prism TV and described I.P. (internet protocol) TV operations. In a monitoring room, the Commission saw the HD channels for Bloomington, Edina and Minneapolis. In another room, the Commission saw a fiber splicing demonstration. October 26 Review staff report on CenturyLink second & third quarter Conflict of interest reminder Tour control room & new HD servers & Carousels Complaint review & possible action Begin discussion of franchise fee review for Comcast: Update from Comcast on channel guide information available to customers with digital adapters, and using ParkTV branding December 14 Customer service update from Comcast Cable company presentation on new cable rates and/or changes in the channel lineup (if applicable)

6 Draft Annual Report for 2016 Set meetings for 2017 Draft Work Plan for 2017 Elect Chair & Vice Chair, effective next meeting Proposed Annual Meeting with Council Program Decision about franchise fee review for Comcast

7 Comcast Complaints logged by City staff. To Telecom Commission for October 26, 2016 meeting Name/ address Date/ logger Complaint 1 5/9/2016 8:14 AM I moved to St. Louis Park last May and obtained Comcast service for internet. The salesperson told me that I could get a discount on internet if I added basic cable and it would bring the cost below internet alone. I'm 50 years old, so I knew to ask "what will the cost be when the special is over?" He said it didn't expire and spun a tale that the city subsidizes the cost for basic cable. I was still skeptical but ultimately signed on for 50 mg/sec internet and basic cable for a total bill of just over $40/month. Resolution Offered info on Economy Plus internet, for $29.95/month plus $10 cable modem fee, if customer has cable TV. Total with Basic cable TV is $63 including all taxes and fee Logged complaint, mentioned TAC meeting in case she would like to attend to tell her story. 2 5/9/16 11:15am 3 5/9/16 3:30pm 4 5/11/16 5:55pm This month my bill is $68 so I called and was told that not only was I lied to, but now the speed I have is no longer available. I have to choose between 25 mg/sec at 59.95/mo. + fees or $75 mg/sec at 74.95/mo. + fees. My son uses the same company in Hopkins and has a 15 mg/sec option that he pays $40/mo for. Our bill may seem like a nominal amount to pay for most people; but my husband and I mostly use internet for simple things and rarely watch TV. The cost just doesn't match the use and the principle of the whole thing far outweighs the dollar amounts assigned. I'm sure there aren't many other choices; but I hope you'll consider this situation in the city's negotiations and monitoring of this company's delivery of "service". They're clearly engaging in a money-grab vs. providing a service to St. Louis Park residents. My bill has gone up to $79. I have only Basic TV and internet. What is going on? Why did my cable TV bill go up $5? It s been $164 forever, now it went up to $169. My internet is not working. Can you fix it? Could be the end of special offer. Comcast s cheapest internet service is $40, including the cable modem, if you have cable TV. Provided customer service number and address of Xfinity store on Excelsior Blvd. Price increase June 1; provided Comcast contact information to verify. Try rebooting cable modem first. Provided customer service phone number, if that doesn t work. Name/ Date/ Complaint Resolution 1

8 address 5. Current address: Pittsburg, PA Former address: St. Louis Park logger 5/18/16 11am Mr. Dunlap, you helped me 18 months ago when I moved to St. Louis Park, and now the same thing has happened since I recently moved back to Pittsburg. When I made an online payment recently, I goofed and paid it to my St. Louis Park account. In the meantime, my Pittsburg account is due May 20, and I m reluctant to pay them more money when I have a credit of $286 on my SLP account. I spoke to Robert on the phone the other day at Comcast, and he said he d take care of it and would me when it was resolved, but I haven t heard from him. It s very frustrating to resolve this. Comcast gave me a check for the SLP account of $61. In the meantime, I owe Pittsburg Comcast for my next bill. I cashed the check and the payment was stopped, so now I have incurred a $20 fee for that. Plan to make a payment May 20. Once service is disconnected, fees to turn it back on can t be waived. Will forward to Escalation, hope they can advise you on May 19. 5/18/16 3:44pm I spoke with Ms. on May 18, Ms. confirmed that she spoke with Comcast s client services who had explained that we would not be able to transfer her payment from a MN account to a PA account. She also confirmed that a check would be mailed out to her. Ms. has my contact information should she need anything further. Regards, 6 5/23/16 1:30pm 7 5/27/16 11am 8 6/1/16 8:30am It s Comcast, in two different states. They obviously can talk to each other to alert that money is owed; why can t they credit my Pittsburg account with my St. Louis Park credits? They are threatening to cut off my cable. My bill just doubled in price, from $114 to $207. When I signed up for this deal, the salesman said that it would automatically renew. What s going on? I am so frustrated with Comcast. I ve spent hours on the phone with them the last 2 weeks. I called them on May 13 to port my landline telephone number and service from CenturyLink to Comcast. They said it would take 3-5 business days. I ve called customer service several times since then and it s still not activated. About May 18 I was told that the request hadn t been turned in, so they supposedly sent it then. I was told on May 24 it would start today, but it s still not working. I called today and after an hour on the phone with Shannon, I m now scheduled for May 31. That s important to me because my CenturyLink service is paid for until May 31, and I don t want to pay double for my landline. I just received my Comcast statement along with a list of prices that are going up, and some are quite significant. For example, the broadcast TV fee from $1.50 to $4.50, and the Regional sports fee from $1.00 to $3.00. I would like to talk to someone at the City about this to find out if they have any control over fees. If this was the electric or gas company, they d need permission. Deb At the end of a special offer it s worthwhile to call and see if they ll extend it or offer a different discount. Often they will. If you re unhappy, call back and we ll refer to escalation. Will log as a complaint. If your phone service is not turned on May31, call me again and I ll forward to Escalation. I hope I don t hear from you! Good luck. The City used to have authority over Basic cable, but the FCC has declared that since satellite service is now widespread, that it competes with cable TV. So all program services are now deregulated because of competition. Also, CenturyLink is available in some of the City. Logged complaint. Name/ Date/ Complaint Resolution address logger 9. 6/1/16 The caller has a dead tree in his back yard near the Referred to Escalation 2

9 10:40am 10 6/3/16 11am Name/ Date/ address logger 11 6/6/16 3:40pm east lot line that he d like to have removed by a tree service. There is a cable TV drop that runs through the tree to a neighbor s property. It will be impossible to take the tree out without damaging the cable line. I ve attached a picture that shows the proximity of the cable to the tree trunk. Ignore the 3 cables that loop down over the branch; those have been disconnected for years and the homeowner can remove them. Please advise the homeowner about how to proceed. He says he called Comcast customer service today and was on hold or transferred for 45 minutes before being cut off. A couple of suggestions: Check to see if the cable runs to neighbors with active service. If not, the line could be removed. The homeowner thinks it may serve 3 households. If the line is active, the homeowner could coordinate with the neighbor and Comcast to have the tree taken down in the morning and have the cable repaired in the afternoon. I m very frustrated with Comcast. I ve had a few dealings with them recently, and some went very poorly. For example, I swapped out a cable tv box a the Excelsior Blvd. office, and asked for a receipt to show I d turned in the old box. The rep said you don t need one. I ve heard horror stories about people who were billed for equipment that they turned in, so I wanted a receipt and it took 5 minutes to convince her to give me one. Right now, the problem is my internet service is very slow, taking 1 or 2 minutes to load a page. I bought a $200 modem to avoid paying Comcast $9 per month, and it s worked fine until recently. Now it s really slow. Complaint I had no cable TV service from 5/25 to 6/3. I called Comcast and notified them, and they said I wouldn t have to pay for service I don t receive. I Thu 6/2/2016 7:08 PM response: This is JaRod with Comcast Executive Customer Relations. Attached you will find the official response to this Non-Subscriber regarding the complaint he has sent to your offices regarding a Comcast line. As it turned out this was not a Comcast line, it was a telephone line for a different provider. We could not legitimately remove this line and informed the Mr. of this. He was satisfied with this resolution and I trust the attached letter provides your offices with the necessary information to resolve this case. follow up; customer contacted CenturyLink, expected to make a site visit on 6/6/16. Sorry to hear that; a receipt for exchanged equipment is a good idea. You should have a tech consult over the phone with Comcast to make sure all the settings are correct. Many Comcast customers use their own modems with no issues. I don t know if there is a fee for this, but ask about that up front. Will refer to Escalation so they ll call you. 6:13/16 2:49pm I spoke with Mr. on June 13, He stated a technician was out to his home on June 8, 2016 and checked all the connections and wiring and found no Comcast issues. He went on to state he was not sure if there was a program running in the background of his computer causing the slow speeds. On June 13, 2016, a Field Technician went out to investigate the issues and plugged his equipment directly into Mr. network and found the service to be working within the Comcast specifications, and this is not a Comcast issue. Resolution This statement was probably automatically generated before the credit was applied. If you pay in 3

10 12 6/13/16 12:30pm 13 6/13/16 2:20pm 14 6/14/16 3:30pm 15 6/17/16 4:20pm 16 10am, JM 17 11am 6/20/16 just got my bill and there s no credit for the loss of service. My Comcast bill just keeps going up. This month, about $7. I m looking for ways to save money. Do they have any packages that are less expensive? I have the triple play bundle. My bill just went up 62%! I ve had internet & basic TV for $48 for the last year, and now it s gone up to $78. This is too much. My bill just went up $10! This is outrageous! All I have is TV, no internet, and my bill is now $99 per month. That s too much. I watch TCM and the local TV channels and that s all, and it s $99! I m not going to pay that. My bill just went up again, and this happens way too much with Comcast. The broadcast fee and regional sports fees when from $1.50 to $4.50 and $1 to $3. They just nickel and dime us to death. I d like to let them know that I m unhappy, but it s so hard to reach them with their telephone tree. Just called to see if the City has any suggestions. There are channel symbols, eight at a time, which pop up on the lower third of her screen, obscuring the CNN news feed she tries to read, and generally interfering with her viewing on other channels. She called, last Friday, the local number, but despite Comcast's announcements about improved customer service locally, her call was answered in the Philippines. While they were able to remotely control her cable tv box from there, do a power reset, and confidently declare that in three hours the pop ups would never return...it didn't happen. Pop ups continue at regular intervals. You can refer to her account information to verify her efforts with your customer service. The customer would like a local, skilled Comcast employee to contact her and solve the Comcast equipment problem, quickly. I m getting way overcharged for service. I m looking at alternatives. What is the role of the City and Comcast? person at the Comcast office on Excelsior Blvd., they can tell you the exact amount to pay that includes the credit. There are 3 options that cost $50 or less per month but none offer sports channels like ESPN or Fox Sports, a deal breaker for some sports fans. Worth a try to call and ask for a promotional offer for the next year. Checked the price sheet, and the cheapest double play bundle is $70, so with tax, about $78. Provided Comcast phone number in case customer wants to call & negotiate. Suggested Basic tier for under $20 per month, but no TCM. Described Family and Economy tiers, referred to Comcast customer service & logged complaint. Cable TV in St. Louis Park is a deregulated service now. CenturyLink now offers service; call them to compare services or call Comcast to ask for a special rate. Logged complaint Forwarded to Escalation 6/23/16 4:17pm I spoke with Ms. on June 23, 2016 regarding her cable issues. She states she says she is still experiencing the issues with the pop ups of the channel numbers. I offered a technician to investigate the issues, as there has been no technicians out to her home; but she refused. She states she has chosen to go with another cable company. Kathy B. Explained City s role. Customer said he would go to Excelsior Blvd. store to talk to Comcast customer service about his bill. Name/ Date/ address logger 18 11:05am 6/20/16 Complaint A neighbor s tree fell last night in the storm. Xcel has been out to repair the electrical line, and provided the name of a tree trimming company. The tree is resting on the Comcast cable line and sagging 10 feet and it looks really unsafe. I called Resolution Warned the customer that sometimes the cable and phone companies insist on the tree being removed first. Asked her to send me a picture of the tree and line to forward to Comcast so 4

11 19 6/20/16 1:45pm JM 20 6/21/16 1:35pm 20. Part 2 6/22/16 9am voice mail 20. Part 3 6/27/16 2:05pm Name/ Date/ address logger 21 4pm 6/21/16 Comcast and they said they d be out on July 2, which seems way too long to wait. I am a Comcast business class customer for my home business, so I called them and was told they d be out by 6:47pm tomorrow, which is better. But unless they bring a chain saw and bucket truck, I don t see how they can fix this. Mrs. contacted Comcast customer service recently and after making her request the account executive said Mr. would have to request the change. Mrs. is currently living at an assisted living facility after a five month stay in the hospital while not being home to watch cable tv...which was continuously paid for. Mrs. supplied me information on her husband's passing, and his official obituary is listed below. In her weakened condition, she is not yet able to sift through her many boxes of belongings to find a death certificate, and would be in no condition to drive to a Comcast store and present it. Mrs. would like someone in charge over there to review this information, find it is sufficient, and contact her about the account holder change. I am being harassed by Comcast. I transferred service from my old address in Golden Valley to my new place in St. Louis Park. I contacted Comcast about this when I set up the service call for a tech to activate service in the new apartment. I brought my cable equipment with me, and the service is working. But I m getting 2 or 3 calls a day from Comcast to collect payment from the old address. I told them I moved and asked them to stop calling me, and put a note in their system, and was told it wasn t my job to do that. So that person was rude and wouldn t help. I got another phone call this morning at 8:39am so they haven t gotten the message yet. I m not paying for service when I don t live there anymore. I have received several more calls from Comcast. The lady I spoke to today was not rude, but did say that they haven t received a payment from me lately. I made payments on May 4 and June 20 on my debit card. Complaint I m getting very frustrated with Comcast. I am a Comcast customer, and putting new siding on my house. Where the utilities come in there are a bunch of wires and it looks like several of them are not needed. I d like a Comcast tech to come out and identify which are active, and if any of these they d know what to expect. Forwarded the husband s obituary to Escalation Forwarded to Escalation. Sounds like you should receive 1 more call from Comcast, that this has been resolved. Resolution There was a storm 2 nights ago that caused some damage, so perhaps the techs are scrambling to fix wires damaged in the storm. Will send your info to Escalation 6/23/16 2:25pm 5

12 22 4:55pm 6/21/ :05pm 6/23/ :20pm 6/23/ /25/16 9am 26 6/28/16 1:45pm 27 7/1/16 10:40am other coax cables can be disconnected because they re not in use. So far I ve had 5 work tickets issued and they ve missed 2 appointments. I live right by their office and I see their trucks go by all day but none of them stop! I have the phone number for a couple of techs who ve called, but they don t answer. My daughter died June 7 and I talked to Comcast about closing her account and thought it was resolved. I checked her mail today and found a new Comcast bill for services for June 24 to July 23. There is a past due balance of $145, and $150 in new charges. I don t have a death certificate from the Medical Examiner yet, but do have a statement from the funeral parlor, if they need proof. I just got my Comcast bill and it s outrageous. I m not going to pay a regional sports fee, I never watch those channels. When I called Comcast I told them I just wanted the basic cable channels, not 200 channels, and the standard package is $90 per month. What s going on with my bill? It looks like they are jacking up the price again. My bill is usually $96 for digital starter, and now it s $104. I got my bill today and it shows an unpaid balance of $ I have a money order I purchased on May 6 that shows I paid that balance. Will stop by in person. Their phone system is terrible, I ve been put on hold and then cut off several times. My cable TV has always been $13 per month and now is $19. What happened? I cannot afford this. I just noticed an extra charge on my bill, a broadcast TV fee. What is that? I haven t had to pay that before. I spoke with Mr. on June 23, 2016 and he confirmed the cables were removed on June 22, 2016 from the side of his home and he considers this issue satisfactorily resolved. Kathy B. Here is the online obituary: Please send an adjusted statement to the mother at the Wayzata address, since she ll need to pay the bill. I told her it would have been about ½ month service, from about May 24-June 7, around $75. Sent channel lineup highlighting Basic, Family and Digital Economy tiers which all cost less than $50 per month and do not have to pay the Regions Sports fee because they don t offer those channels. Logged complaint. There was a June 1 price increase of $5 for Broadcast TV and Regional Sports fees, plus a dollar per DTA, plus 11% sales tax and franchise fee. Logged complaint. The payment came in after the bill was generated. You could call or stop at the office on Excelsior Blvd. to verify receipt of your money order, and get the correct balance due. Comcast increased the broadcast fee to basic customers. That is still the lowest price cable TV available. Suggested calling Comcast or getting rabbit ear antenna. Explained it started as $1.50 in June 2015, and increased to $4.50 June 1, Logged complaint. Name/ Date/ address logger 28 7/1/16 2:05pm 29 7/12/16 2pm Complaint Comcast is raising the rates again! This is terrible! I m not getting anything extra. My son even says that they are dropping channels. I don t like this. My neighbors and I have issues with this new Comcast price increase of $7.50 for broadcast and Resolution Logged complaint, provided Comcast customer service number & described Basic & Digital Economy tiers. Recommended customer ask for a special promo rate. Suggested the Digital Economy tier, over 50 channels for $50, and no 6

13 30 7/12/16 3:50pm 31 7/13/16 2pm regional sports fees. Comcast nickles and dimes us to death with new charges. It s very frustrating, and I don t even watch sports on TV. My Comcast business phone isn t working, and customers are getting a message that it is not in service! This is terrible. I called the 800 number on my cell and am told the wait is 39 minutes and I can t do that on my cell phone. I have called Comcast repeatedly over the last week to try to resolve a problem. I ve spoken to their reps in Denver, the Philippines and Houston, and they create ticket numbers for action but nothing has been done yet. I was told they d call back in 24 hours but now it s been 3 days. Here s the issue. I own a small brick apartment building, and a tenant moved out 2 weeks ago. They had cable TV, and I m not sure when it was installed. The cable runs under the flashing for the windows and broke the caulking seal, so when it rains the windows leak water into the unit. It leaked last weekend in the storm, and my window repair guy pulled the cable out and recaulked the window. sports channels. Logged complaint. Suggested going to the Comcast office on Excelsior Blvd. Logged complaint, forwarded to Comcast. News article the next day reported outages for Comcast Business customers in at least 13 states. Called the customer s business line and got voice mail after 5 rings, so the problem seems resolved. 7/14/16 5:45pm I contacted Mr. on both July 12, 2016 and again on July 13, His concern was regarding a service interruption that was caused by an unscheduled outage. A credit was applied to their account as compensation for the interruption of services. I apologized to him for the inconvenience this caused, and for the long hold time to reach a customer service agent. This outage generated a lot of volume to the call center. I provided my contact information so Mr. can contact me for further questions or concerns. Mark N Will forward to Escalation Name/ address 31, part 2 Date/ logger 7/20/16 10:30am I need Comcast to route the cable correctly, because now it sags where it was pulled from under the window flashing, and repair the damage to the flashing after it s re-routed. Complaint I was contacted Sunday by Comcast and made an appointment for today, Wednesday at 10am. The techs arrived and couldn t fix the problem, they said I needed a damage claim person from Comcast. I have an EC ticket number, and the person on the phone seemed to understand what the problem was Resolution Will forward to Escalation Letter received 8/17/16: August 15, 2016 I am writing in response to the abovereferenced inquiry submitted to the 7

14 and made all these promises, but then sent the wrong crew. I need Comcast to send someone who can re-route the cable, and caulk by the flashing by the windows. City of St. Louis by, with regard to damage to her property by a Comcast Service Technician. At Comcast, we strive to provide outstanding customer service and I appreciate your bringing this matter to my attention. Upon receiving Ms. complaint, on July 13, 2016 I attempted to contact her at I left a voic requesting contact to discuss her concerns. 7/14/16 Ms. called back to the Corporate Office and spoke with my colleague Amanda to address her concerns. In that communication she gave details of where the cable is creating damage stating, the cable broke the caulking seal, so when it rains the windows leak water into the unit, and the need of re-routing. My Colleague Amanda contacted our Field Service supervisory staff via to notify of damage claim and to have them schedule a site survey for remedy. 7/23/16 I received communication from the field indicating a site survey was complete. Indication is the damage claim has been turned over to Insurance for remedy. Claim number, insurance phone # was provided for the customer to work with an adjuster for final resolution. 7/25/16 I left a voic for Ms to confirm she has reached an adjuster. No response. I trust this letter provides your office with the information required in this matter. I am providing a copy of this letter to Ms. so that she may contact me directly to discuss any questions or concerns she may have regarding this matter. LeAndre H Executive Customer Relations Comcast West Division Name/ Date/ address logger 32 7/19/16 11am Complaint I write 25 checks a month to pay bills, and the Comcast bill takes longer to resolve than all the others put together. The bill is frequently wrong, and it does no good to call them because they say they ll apply a credit and then it doesn t show up, or they give some mumbo jumbo about a promotional rate. Their customer service is terrible, Resolution Forwarded to Escalation 7/21/16 1:41pm Thank you for forwarding Mr. concerns regarding his billing. I attempted to contact Mr. by phone and on July 19, 20, and 21, Unfortunately, my attempts 8

15 32, Part 2 8/5/16 12:20pm 33 7/19/16 4:45pm 34 7/19/16 7:50pm 35 7/22/16 3pm and now I have to call them again. You wait in the queue listening to their commercials forever. My current bill is due August 5, with $ in new charges and an unpaid balance of $ The balance was supposed to be credited several months ago and keeps getting carried over. I received a letter that they tried to call me and couldn t reach me. I called the number on the letter 6 times and left messages. I continue to pay what I think I owe, and have an unpaid balance. Basic cable just went up $3 for the Broadcast TV fee, this is ridiculous. From $11 to $14. Can t the City stop that? I talked to you about 2 months ago, when my special offer ended and the price of my service doubled. I was told they would give me another special offer, but that they d have to call me back. I got a bill for $200, so I called them and again was told they d have to call me back. So I didn t pay the bill, and my service was shut off July 3. So I paid $200 to restart the service, so I could get my phone number released and change service. Now they say I owe $600, for 3 months of service, and they are threatening me with sending it to a collections agency. I actually owe for 5 weeks of service, ending July 3. I m fed up with them, and am willing to pay a reasonable price for that 5 weeks to settle the account, but not $600! This is aggravating, my bill just went up $25. What can I do to cut it down? to contact him have been unsuccessful. I have mailed a letter to Mr. on July 21, 2016 via U.S. mail asking him to contact us if we can be of further assistance. Unless we hear from Mr. we will consider the matter closed. Called customer, got him on the first try. Will tell Comcast rep that mornings are the best time to reach him. No, sorry, fully deregulated now. Logged complaint. Forward to Escalation 7/20/16 2:57pm I spoke with (customer) on July 20, I apologized for any inconvenience or frustration this caused. I verified that his phone number 952-xxx-xxxx had been ported to Cingular Wireless. I also explained what his final billing is after the return of his equipment. We also discussed the last payment he had paid on July 7, 2016 had been requested by his bank to stop payment. I explained that if that payment gets returned to his bank the final billing would be higher. Mr. stated that he was going to call the bank to stop the return of the funds. Mr. understands and considers this matter closed. Probably the end of a special offer. Reviewed bill and customer may drop HBO. Name/ Date/ address logger 36 7/20/16 letter to Complaint Billing errors for the first few months. Comcast allows customer to exit a 1-year contract within 30 days. But 3 months into the contract, the price went up $24.60, when the customer expected to pay about $50 for basic cable and performance internet. 36, continued 8/31/16 Sent: Wednesday, August 31, :35 PM To: Comcast Executive Customer Relations Cc: rdunlap@stlouispark.org Resolution Forwarded to Escalation. Recommend customer allowed to exit contract since he provided notice within 30 days of receiving the corrected billing. 9

16 9/1/16 9/5/ /25/16 12:15pm 38 7/26/16 1:50pm Name/ Date/ address logger 39 7/26/16 2:10pm Mr., I appreciate your diligence in trying to bring this dispute to an equitable resolution. I want to make sure that I correctly understand the terms of the resolution, as such, I outline the terms as I see them. 1. Television service will be downgraded to Limited Basic as soon as it is practicable. 2. Internet service will be discontinued as of September 8, The contract currently in place will become null, with no imposition of fees associated with the contact cancellation. 4. I am to make full payment for the billing to date. 5. The bill for the 1st prorated full month of the contract is the rate that is applied to the most recent 3 month. Amounts in excess of the 1st prorated full month amount will be credited to offset bills for future services. If my understanding is correct, I would be delighted to put this matter to an end. Sincerely, (Customer) To: (customer ) Date: Thursday, September 1, 2016, 11:37 AM Hello, Yes all that you have stated is correct. I would like to clarify that the back date of the services will credit the previous 3 months so that those bill totals reflect the Limited Basic package only. There will be a total of 3 months prorated as the new bill for September should reflect the full new monthly rates, and the previous three months will be prorated. This may leave you with a credit balance after September 8, 2016 when the new billing starts. Please let me know if this information clarifies everything and is a satisfactory resolution for you. At which point I will place the necessary changes on the account to take place September 8, Thank you once again and I look forward to hearing back from you. Sincerely JaRod, Comcast Executive Relations Sent: September 5, 2016, 3:16 PM From: (Customer) To: Comcast Executive Customer Relations Mr., I would like to confirm my agreement with your offer and indicate my satisfaction with the resolution of my complaint. Thank you for your efforts to resolve my complaint. (Customer) My land line is not working. Confirmed that Comcast was the provider, and gave customer the Comcast service phone number. I ve had Comcast for a long time, and I have one complaint. The price is so high. I hear there s another cable company in St. Louis Park, who is that? Complaint My neighbor had a deck put on the alley side of his property at 2705 Dakota. Our cable wire is running across the deck and is too close so that he is not able to close out the building permit. The cable must be 3 feet away from the edge of the deck. We have had Comcast out twice, but they did not Logged complaint, provided the contact info for CenturyLink and warned him to compare carefully before switching. Resolution 8/2/16 11:24am The drop which needed to be raised has been completed as of 7/27/2016. Contact has been made with to advise of completion. Agatha H. 10

17 40 8/3/16 7:25pm 41 8/4/16 4pm 42 8/4/16 4:10pm Name/ Date/ address logger pm Monday JM send out the correct technician to relocate the wire. They sent an inside tech, with a work order to move the cable in the house. We need an outside tech to change the cable drop to the house. We are the first house on the block and need a mid-line span to be run so our cable line doesn t run across the neighbor s deck. Xcel energy has completed the work so I am looking forward to Comcast finishing up. I would like to upgrade my service to receive more channels to watch the Olympic coverage starting Friday. I m now paying $39, and was on a special rate until June. I have talked to customer service twice for over an hour, and each time was told I would be transferred, from a call center in the Philippines to the U.S., and was cut off. I would consider another promo package. One thing concerns me. Each time the customer rep from the Philippines lied to me, and said I had to have the X1 box to get those channels. I know that s not true because I had them with my cable box until downgrading service in June. I m concerned Comcast is trying to fool customers to take a more expensive package. I think Comcast is taking advantage of me. I used to pay about $139 per month for service, and now my bill is $171. I think I m being overcharged. I called Comcast on behalf of a friend in a senior living facility, and asked if they had a senior discount or AARP discount. The Comcast rep said, St. Louis Park doesn t participate in those discounts. I was surprised to hear that. So they best they could do is give her a $3 per month discount if she signed a 2 year contract, and I was hoping for a bit more. Complaint My husband is in memory care at Sholom West. She ordered basic cable "with no extras" for him. There is a $104 difference between last month's bill and this month's. Several PPV events ordered, including a UFC for $50, after 1030pm when he is asleep. Will forward to Escalation who should call by Friday. 8/3/16, 8:12pm Thank you for making me aware of this. You are correct, Olympics coverage will be broadcasted throughout the NBC Universal networks, you do not need an X1 to watch the Olympics. I will report this up to make people aware that this was told to a customer and as this is inaccurate information. I will be sure to keep you posted on what I hear back. Best, Kate Hensing 8/5/16, 2:50pm I spoke with Ms. on August 5, 2016, I apologized for any frustration while attempting to resolve her concerns. On August 5, 2016, I applied a 12 month promotion for $ This promotion started today August 5, 2016 and will end on August 5, Ms. is satisfied with the resolution and considers this matter closed. Deb K. Customer has TV, internet and telephone, so $171 may be the retail price. Referred to Escalation. Few cities have the senior discount, maybe St. Paul and a few others. We weren t able to get that in franchise negotiations. So they aren t completely wrong, but I m surprised to hear a rep make it sound like the City s fault. Resolution I gave her the Comcast St. Paul CSR phone # and advised her to stress the nature of the residence, her prior request for nothing extra in the service, and the conflict between bedtime and watching a long PPV event. If they contest her prior request, I suggested she invoke the customer satisfaction guarantee. 11

18 44 8/8/16 4pm 45 8/11/16 3:30pm 46 8/23//16 4:15pm 47 8/30/16 & 8/31/16 11:05am Comcast just added $7.50 to my bill for sports channels and broadcast fees. I don t watch the sports channels. My bill is $99 per month so that s an 8% increase. Most people get raises that are 3%, if that, and seniors citizens on a fixed income will get priced out of the market. The customer reports that an Xfinity truck was parked by her house on August 4 or 5, and the workers cut down a tree on her property to repair the cable TV line. They did not ask the customers permission. There was a power outage at the time. She spoke to someone and was given this phone number to call to follow up: , which turns out to be a Comcast technical support line. The customer has called that number, but it requires that you press one for this, enter your phone number, etc. The customer would like Comcast to clean up the mess they left behind when they cut down the tree. I just opened my cable bill and am flabbergasted! The bill was $144 last month, and is $208 this month! I m speechless! What is going on? We have TV and internet service. I ve had nothing but trouble with Comcast. I m at my wits end. I switched out some boxes and they aren t working. I set up two appointments for service calls and they didn t show up either time. A service technician just left, and set up the boxes and everything works now, after the third appointment. When I called to set this appointment, the customer service rep was very apologetic, and mentioned a $20 credit for a missed appointment, but they missed two appointments. Logged complaint. Customer mentioned a few favorite channels, and all were on the Digital Economy tier. I sent a channel lineup with Digital Economy channels highlighted, about 60 channels for $55. A good option for folks that don t watch sports channels. Referred to Escalation 8/16/16 9:32an I spoke with Ms. on August 12, 2016 and informed her I would forward her concerns to a Field Supervisor. The Field Supervisor contacted Ms. on Saturday, August 13, 2016 and explained to her this was not a Comcast job, but Xcel Energy, and she would need to call Xcel to have this taken care of. Ms. understood and considers this issue resolved. Kathy Berg Customer called back on 8/16/16 to say nothing has been done. I searched the Excel web site and submitted the information on her behalf. The response time is 24 hours to several days. Probably the end of a promo offer. Customer has recently bought a cable modem, so should get that charge removed going back to when the modem was returned to Comcast. Logged complaint and will forward to Comcast. Name/ Date/ address logger 47, continued 9/7/16 3pm Complaint I am having more problems. Last night my cable TV box worked fine, today when I power up the TV it says no signal. I called Comcast and worked with them for 25 minutes unplugging this and that and finally said the heck with it, send someone out here. But the first appointment was in 4 days, on Sunday! I don t understand how they can get away with this. We pay big money for their services and they don t work. So after I hung up, I called back to say I couldn t wait 4 days to watch TV and they made an appointment for tomorrow. Logged complaint Resolution 12

19 48 9/1/16 2:00pm 49 9/6/16 1:12pm JM 50 9/12/16 9:40am Name/ Date/ address logger 51 9/13/16 12:05pm 52 9/19/16 10:55am 2:15pm I ve just had a startling change in my Comcast bill. It went up about $6 a few months ago, and they warned us about that. But now it s gone from $100 to $158. We didn t change or add and services. We have digital starter and telephone. She said she had called Comcast on August 8 or 9, and talked to a CSR man. She had said that her monthly bill was too high for too long and what could they do about it. He put her on hold, and then returned with the information that she could send payment of $30.41 instead of $ She asked if this would be the price for the rest of the year, and he said yes. She mailed check payment on August 10. Then, she received her most recent bill, again for She called Comcast, on approximately August 31, and talked to a CSR she remembers was named "Devvie" [her guess at spelling.] She asked why the bill was $51.88 again and the CSR explained that she "had a credit coming" and that was applied to her last bill, but the amount now due was $51.88, again. I explained that her monthly level of service, at $39.99, while it included the two channels she liked most, Entertainment [E!] and the Food Network, was the price it was, with the indicated taxes and fees bringing it to more than $51. I explained that she could remain a cable tv subscriber, and pay less than $20/month, but she would no longer have her two favorite channels. She would like Comcast to call her and explain why the CSR assured her that her monthly cost would remain at $30.41 until the end of the year, and what the mysterious credit was that was applied to her account. Why is my bill increasing so much? What is the Sports fee? What is the Broadcast TV fee? This is not right. Complaint My bill just went up $27, what is going on? I can t pay that, I m 94 years old on a fixed income. The owner of a commercial building at reports damage to the cable lines in the parking area of the building. He says one cable is broken and on the ground, and another is sagging. Comcast must not think it s important; they set up an appointment with me to come out and repair it tomorrow. Seems high for those two services, but that could be the retail price. You may be eligible for a bulk rate in your building, or it may be a mistake. Provided channel lineup with info on Digital Economy they are not sports fans. Explained June 1 price increase, logged complaint. Resolution Mailed a channel lineup card with the less expensive Comcast services circled. Suggested a phone call asking for a promo rate. Please forward to technicians to check ASAP. Sent a picture at 11:05am, put up a cone with a sign at 11:30am. Called Kate Hensing, left message; called customer back. No traffic to the building parking lot after 6pm, so I put up another cone and sign. Tue 9/20/ :04 AM 13

20 53 9/20/16 3:30pm 54 9/21/16 4:45pm I am on a 2 year contract with Comcast, and had a service call. When I received my statement, there was a $70 service charge. I called and talked to a rep in the Philippines who said he d remove the charge and send a confirming within 48 hours. Nothing happened. I called back and got a rep in Mexico who apologized and said he d take care of it, and I d receive a confirming in 48 hours. Nothing happened. I called again and spoke with a supervisor who said I had to pay the $70, then I d get a credit on my next bill. I said I wouldn t do that. The supervisor said he d take care of it, and that I d get a confirming within 72 hours. This is a very hard thing to do, to have to call 3 times for a mistake they immediately apologized for, but haven t been able to correct. Plus, can you imagine how much money a big company like Comcast must collect in advance if they insist that all disputed charges must be paid in advance, instead of immediately making the correction and billing for the right amount? My cable went out Monday at 6:30pm. I called Comcast and got a woman from the Philippines with a strong accent who said that the first appointment would be Saturday. I said that s not acceptable, and she gave me an appointment for 2-4pm on Tuesday. The workers were not from Comcast, but did a great job and fixed the problem. I spoke with Mr. on September 19, I apologized for any inconvenience or frustration this caused and have forwarded his feedback to management for review. A Comcast technician went out to the building and raised the low hanging drop on September 19, Deb K. Will forward to Escalation, to confirm that the correction has been made. 9/21/16 3:34pm I spoke with Mr. on September 21, 2016 regarding his billing concerns. I confirmed with him the credit for the service call posted to his account on September 20, 2016 and will be reflected on the billing statement on October 10, Mr. states he is satisfied and considers this issue resolved. Kathy B. Comcast does use contractors but they should have a Comcast ID. Logged complaint. END OF COMPLAINT LOG 14

21 CenturyLink complaints logged by City Staff To Telecom Commission for October 26, 2016 meeting Name/ Date/ address logger 1 10/5/16 2:52pm voice mail, Complaint I ve been having internet problems with CenturyLink. I ve been working with them for 5 months. Each time I call them and talk for an hour, and they tell me one price, but when I get the bill it s a lot more than that. So I call again. It s so frustrating. Resolution Left message. Logged complaint. 1

22 Memo To: Telecommunications Commission From: Reg Dunlap Date: October 18, 2016 Re: Franchise fee audits/reviews background St. Louis Park s franchise with Comcast allows a franchise fee audit every three years. The most recent audit covered , and was conducted in mid Here s the franchise language: (4) Reports, Books and Records of Company. (a) City's Right to Audit. Not more than once every three (3) years, the City shall have reasonable access at mutually agreed-upon times to audit Company's accounting and financial records at Company s place of business upon reasonable notice as reasonably necessary to verify Company s compliance with its monetary obligations to the City under this Franchise Ordinance. Company shall have the right to observe any such audit proceedings. Such audit may not review records extending back further than three (3) years from the commencement of such audit. If the City is to do another franchise fee review to cover , notice to Comcast must be given by December 30, The audit would be conducted in mid-2017, when the 2016 records would be available. Prior to 2000, franchise fee reviews weren t conducted because the cable company provided detailed monthly reports that included subscriber numbers for Basic cable, Standard cable and High Speed Internet. The City conducted franchise fee reviews from January 1, 2000 to June 30, 2008 as directed by the Telecommunications Advisory Commission and the City Council, based on the concept of due diligence to assure the payments were accurate. Summaries of past franchise fee audits and reviews: 2000 & 2001: Audit conducted by Lewis & Associates In November, 2003, the City and Time Warner Cable settled a franchise fee audit which required Time Warner to pay $6,493 for underpayments. The franchise in effect at that time also required Time Warner to pay for the audit, which cost $12,515. In addition, Mr. Lewis discovered 83 addresses that should have been listed as St. Louis Park addresses, and added new categories to franchise fee calculation statements to allow easier tracking of revenue : Fee Review conducted by Front Range Consulting The fee review is less thorough than an audit, and cost the City $4,250 in partnership with Shakopee, Bloomington and Minneapolis. The settlement of this fee review was part of an

23 overall agreement that included a franchise renewal with Time Warner effective in January, 2006 and a transfer of control to Comcast effective October 1, As a result of this review, the franchise fee on a fee issue was resolved so that the City would receive additional revenue in the future. (Front Range estimated $60,000 over the 3 year period that could have been collected related to the fee on a fee issue). October 1, 2005-June 30, 2008: Fee review conducted by Lewis & Associates Both Time Warner Cable and Comcast Cable were reviewed for this time period. Mr. Lewis found 11 addresses that should have been attributed to St. Louis Park that were attributed to neighboring cities. The City partnered with other cities and paid $11,875 for the review and recovered $3,338 from Time Warner and $1,542 from Comcast. July 1, 2008 December 31, 2010: no audits/reviews There was a gap in franchise fee reviews because the Telecommunications Advisory Commission felt that the amounts recovered were significantly less than the cost of the audit, so reviews should not be automatic but should be considered annually : Fee review conducted by Front Range Consulting Estimated under payments between $10,700 and $12,700 were attributed to the HD technology fee excluded from some package bundles. After viewing the draft report, Comcast offered to pay $6, As part of the franchise transfer negotiations to GreatLand, Comcast agreed to a payment of $8,000. The cost of the review was $8,500. The City collected $1,855,178 in franchise fees from Options: 1. Take no action based on the amount recovered from Comcast in the last audit as a small percentage of franchise fees paid to the City. 2. Add this item to the December 14 agenda, and direct staff to get non-binding estimates from auditors and see if other communities are available as partners to share the cost. 3. Other?

24 Telecommunications Advisory Commission October 26, 2016

25 CenturyLink Quarterly Meetings Required each quarter March 16, June 13, September 14 & December? Purpose: to demonstrate compliance with the franchise; provide total number of living units & number that can receive cable service; comply with requirement that a significant portion of area served will be in areas below the median income within the City Commissioners Peterson and Browning have attended

26 CenturyLink Quarterly Meetings As of June 30, St. Louis Park has 28,000 living units (households) 10,000 of those living units can receive Prism TV Nearly 600 customers, penetration rate of 5% Franchise fee payment in second quarter: $2,770 Calls answered within 30 seconds: 98% Business is growing Grand opening of 3 retail stores in 2016; Woodbury, Roseville and Coon Rapids ParkTV channels debuted in May, 2016 ParkTV channels 14, 16 & 17 switched to HD on October 20 (seen on 8114, 8116 & 8117) Over 100 metro wide PEG channels available

27 Cable TV complaints received by city staff , with breakout of Quarter 1 in 2015 & 2016, thru 10/20/16 Some customers report more than one complaint Complaint Category # complaints 2014 Full year # complaints 2015 Full year Test title Test subject Test subject # complaints 2015 Qtr. 1 # complaints 2016 Qtr. 1 # complaints 2016 Qtr. 2 & 3 # complaints 2016 Thru 10/20 Billing Construction (e.g., right of way, unburied cable, property damage) Customer Service/Relations (missed or late appointments, response, etc.) Programming Options (lost channels) Rates, prices Technical Service (e.g., outage, reception) Telephone Customer Service (on hold, busy) Miscellaneous Total Cable Service Complaints Digital voice/telephone Cable modem/internet issues Combined total (includes phone & Internet) Total complaint calls

28 Comcast complaint review: Commission options Continue to monitor, direct staff to continue to compile complaint logs quarterly for comparison Direct staff to request call center records for St. Louis Park, to be provided later this year Direct staff to provide notice that the City intends to enforce the FCC customer service standards (90 days) Request or require Comcast to provide quarterly call summaries proving compliance with FCC customer service standards City has authority to pass customer service ordinance; direct staff to review what other cities have done, bring summary to a future Commission meeting

29 Comcast channel guide Comcast improved the on screen program guides for DTA s in summer, 2015 ParkTV channels identified as Pub14, Pub15, etc. and if the info button selected, community programming September, 2015 the channel identification for ParkTV channels changed for channels 14 and 15 to SW14 and SW15 Wrote Comcast that since this new guide was available, we d like to use City brand information (ParkTV14, ParkTV15, etc.) when the guide is fixed Have send several follow ups during the year, and are interested in when Comcast can implement changes

30 Comcast channel guide

31 Commission Conflict of Interest Reminder Part of City Council s 2016 Rules & Procedures No member of a Board or Commission shall: (1) Enter into any contractual arrangement with the City during the term serving as an appointed board or commissioner member and for a period of one year after leaving office, unless authorized by Minnesota statutes (2) Use their position to secure any special privilege or exemption for themselves or others. (3) Use their office or otherwise act in any manner which would give the appearance of or result in any impropriety or conflict of interest.

32 HD Upgrade Benefits Replaces a server installed in 2010, and 4 Carousel units from 2004 that were upgraded in 2010 (which crashed frequently). Glad to get 6 or 12 years out of 24 x 7 equipment. Now offering two different audio sources as background on the channels, KBEM and KSJN. Wide screen format for messages saves staff time, can use PPT standard format. Re size the messages on 15/96. Wide screen, HD video for the folks that watch ParkTV channels on CenturyLink. Comcast viewers can adjust their TV so that the wide screen SD image fills the screen, if they choose. Wide screen works well for sports. New servers play multiple file formats, saving staff time. The old server only played MPEG2 files. The same file can be uploaded to the video server & You Tube. Much larger storage capacity of 36 TB; the old server storage was 3 TB, had to manage files actively. Significantly improved branding, can show crawls & logos over programs playing on the server. Could be used for snow emergency or MNDOT construction updates or other key messages. Can access the system from off site, via a web browser.

33 HD Upgrade Benefits The new equipment rack has a door, so the control can be much quieter than before The new equipment rack includes: two HD servers, 5 new character generators, and a KVM switch to control the many PC s

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41 BUNDLED PACKAGES 1,2 QUAD PLAY PACKAGES QUAD PLAY PACKAGE PRICING BELOW IS ADDITIONAL TO TRIPLE PLAY PACKAGE PRICING with Secure 300 add 3 $39.95 For SurePrice add 4 $20.00 with Secure 350 add 3 $49.95 For SurePrice add 4 $30.00 with Control 150 add 3 $19.95 For SurePrice add 4 $4.95 TRIPLE PLAY PACKAGES Starter XF Triple Play Bundle Includes Digital Starter for primary outlet, Performance Pro Internet and XFINITY Voice Unlimited $ SurePrice 4 $ Preferred XF Triple Play Bundle Includes Digital Preferred for primary outlet, Performance Pro Internet and XFINITY Voice Unlimited $ SurePrice 4 $ HD Preferred XF Triple Play Bundle Includes Digital Preferred and Starz for primary outlet, HD Technology Fee, Performance Pro Internet and XFINITY Voice Unlimited $ SurePrice 4 $ HD Preferred Plus XF Triple Play Bundle Includes Digital Preferred, The Movie Channel, HBO and Starz for primary outlet, HD Technology Fee, Blast! 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Pro Internet, Wireless Gateway, and XFINITY Voice Unlimited $ SurePrice 4 $ XH PF Starter Triple Play Bundle 5 Includes Digital Starter for primary outlet, Performance Pro Internet and XFINITY Home - Secure 300 $ SurePrice 4 $ XH PF Preferred Triple Play Bundle 5 Includes Digital Preferred for primary outlet, Performance Pro Internet and XFINITY Home - Secure 300 $ SurePrice 4 $ XH PF HD Preferred Triple Play Bundle 5 Includes Digital Preferred and Starz for primary outlet, HD Technology Fee, Performance Pro Internet and XFINITY Home - Secure 300 $ SurePrice 4 $ XH PF HD Preferred Plus Triple Play Bundle 5 Includes Digital Preferred, The Movie Channel, HBO and Starz for primary outlet, HD Technology Fee, Blast! Pro Internet and XFINITY Home - Secure 300 $ SurePrice 4 $ XH PF HD Premier Triple Play Bundle 5 Includes Digital Premier with Sports, with HD DVR Service or AnyRoom DVR Service for primary outlet, HD Technology Fee, Blast! Pro Internet and XFINITY Home - Secure 300 $ SurePrice 4 $ XH PF HD Complete Triple Play Bundle 5 Includes Digital Premier with Sports and The Movie Channel and AnyRoom DVR Service for primary outlet, Digital Additional Outlet Service on up to 3 TVs, HD Technology Fee, Blast! Pro Internet, Wireless Gateway and XFINITY Home - Secure 300 $ SurePrice 4 $ XH PM Starter Triple Play Bundle 6 Includes Digital Starter for primary outlet, Performance Pro Internet and XFINITY Home - Secure 350 $ SurePrice 4 $ XH PM Preferred Triple Play Bundle 6 Includes Digital Preferred for primary outlet, Performance Pro Internet and XFINITY Home - Secure 350 $ SurePrice 4 $ Blast Starter and XFINITY 3475 Latino HD Preferred XF, XFINITY 3650 Latino, XH PF HD Preferred, and XH PM HD Preferred HD Preferred Plus XF, XH PF HD Preferred Plus, and XH PM HD Preferred Plus XH PM HD Preferred Triple Play Bundle 6 Includes Digital Preferred and Starz for primary outlet, HD Technology Fee, Performance Pro Internet and XFINITY Home - Secure 350 $ SurePrice 4 $ XH PM HD Preferred Plus Triple Play Bundle 6 Includes Digital Preferred, The Movie Channel, HBO and Starz for primary outlet, HD Technology Fee, Blast! Pro Internet and XFINITY Home - Secure 350 $ SurePrice 4 $ XH PM HD Premier Triple Play Bundle 6 Includes Digital Premier with Sports, with HD DVR Service or AnyRoom DVR Service for primary outlet, HD Technology Fee, Blast! Pro Internet and XFINITY Home - Secure 350 $ SurePrice 4 $ XH PM HD Complete Triple Play Bundle 6 Includes Digital Premier with Sports and AnyRoom DVR Service for primary outlet, Digital Additional Outlet Service on up to 3 TVs, HD Technology Fee, Blast! Pro Internet, Wireless Gateway and XFINITY Home - Secure 350 $ SurePrice 4 $ Starter Saver Triple Play Bundle Includes Digital Starter for primary outlet, Performance 25 Internet and XFINITY Voice Unlimited Saver $ HD Preferred Saver Triple Play Bundle Includes Digital Preferred for primary outlet, HD Technology Fee, Performance 25 Internet and XFINITY Voice Unlimited Saver $ Blast Starter Triple Play Includes Digital Starter and The Movie Channel for primary outlet, Blast! Pro Internet and XFINITY Voice Unlimited $ Extreme Premier Triple Play Includes Digital Premier with Sports and The Movie Channel for primary outlet, Extreme 150 Internet and XFINITY Voice Unlimited $ XFINITY LATINO PAQUETE TRIPLE XFINITY 3300 Latino Includes XFINITY TV 300 Latino for primary outlet, Performance Pro Internet, XFINITY Voice Unlimited and Carefree Minutes Latin America 300. $ SurePrice 4 $ Extreme Premier and XFINITY 3725 Latino HD Premier XF, XH PF HD Premier and XH PM HD Premier 7 HD Complete XF, XH PF HD Complete and XH PM HD Complete 7 HBO $15.00 $15.00 $15.00 Included Included Included Included Showtime $10.00 $10.00 $10.00 $10.00 Included Included Included Starz $10.00 $10.00 Included Included Included Included Included Cinemax $10.00 $10.00 $10.00 $10.00 Included Included Included The Movie Channel $10.00 Included $10.00 Included Included Included Included HD DVR Service 8 $9.95 $9.95 $9.95 $9.95 $9.95 Included Included AnyRoom DVR Service 9 $9.95 $9.95 $9.95 $9.95 $9.95 Included Included Digital Additional Outlet Service (SD or HD) 10 $9.95 $9.95 $9.95 $9.95 $9.95 $9.95 Included for three additional outlets HD Technology Fee 11 $10.00 $10.00 Included Included $10.00 Included Included XFINITY 3450 Latino Includes XFINITY TV 450 Latino for primary outlet, Performance Pro Internet, XFINITY Voice Unlimited and Carefree Minutes Latin America 300. $ SurePrice 4 $ XFINITY 3600 Latino Includes Digital Preferred and XFINITY TV Latino for primary outlet, Performance Pro Internet, XFINITY Voice Unlimited and Carefree Minutes Latin America 300. $ SurePrice 4 $ XFINITY 3650 Latino Includes Digital Preferred, XFINITY TV Latino and Starz for primary outlet, HD Technology Fee, Performance Pro Internet, XFINITY Voice Unlimited and Carefree Minutes Latin America 300. $ SurePrice 4 $ XFINITY 3300S Latino 5 Includes XFINITY TV 300 Latino for primary outlet, Performance Pro Internet and XFINITY Home - Secure 300 $ SurePrice 4 $ XFINITY 3450S Latino 5 Includes XFINITY TV 450 Latino for primary outlet, Performance Pro Internet and XFINITY Home - Secure 300 $ SurePrice 4 $ DOUBLE PLAY PACKAGES Internet Plus 25 Choice Includes Limited Basic, choice of HBO or Showtime, Streampix, standard definition digital converter and remote for primary outlet and Performance 25 Internet $67.95 Starter XF Double Play Includes Digital Starter for primary outlet and Performance Pro Internet $ SurePrice 13 $ Preferred XF Double Play Includes Digital Preferred for primary outlet and Performance Pro Internet $ SurePrice 13 $ Blast Starter Double Play Includes Digital Starter and The Movie Channel for primary outlet and Blast! Pro Internet $ Extreme Premier Double Play Includes Digital Premier with Sports and The Movie Channel for primary outlet and Extreme 150 Internet $ XFINITY 2300 Latino Includes XFINITY TV 300 Latino for primary outlet and Performance Pro Internet $99.95 XFINITY 2450 Latino Includes XFINITY TV 450 Latino for primary outlet and Performance Pro Internet $ XFINITY 2600 Latino Includes Digital Preferred and XFINITY TV Latino for primary outlet and Performance Pro Internet $ XFINITY 2175 Latino Includes Limited Basic, XFINITY TV Latino, a standard definition digital converter and remote for primary outlet and Performance 25 Internet $67.95 Performance 25 Saver Double Play Includes Performance 25 Internet and XFINITY Voice Unlimited Saver $69.95 Performance 25 Unlimited Double Play Includes Performance 25 Internet and XFINITY Voice Unlimited $79.95 XFINITY TV 1 BASIC SERVICES Limited Basic $11.18 Broadcast TV Fee $4.50 DIGITAL SERVICES Digital Economy Includes Limited Basic, additional digital channels and a standard definition digital converter and remote for the primary outlet, access to Pay-Per-View and On Demand programming, and Music Choice $39.95 Digital Starter Includes Limited Basic, additional digital channels, standard definition digital converter and remote for the primary outlet, MoviePlex, access to Pay-Per-View and On Demand programming and Music Choice $75.49 Digital Preferred Includes Digital Starter, additional digital channels, Encore, access to Pay-Per-View and On Demand programming and Music Choice $93.49 Digital Preferred Plus Includes Digital Preferred, HBO, Starz and The Movie Channel $ Digital Premier with Sports Includes Digital Preferred, HBO, Showtime, Starz, Cinemax, The Movie Channel and Sports Entertainment Package $ XFINITY TV 150 Latino Includes Limited Basic, XFINITY TV Latino, standard definition digital converter and remote for primary outlet $29.95 XFINITY TV 200 Latino Includes Digital Economy and XFINITY TV Latino for primary outlet $39.95 XFINITY TV 300 Latino Includes XFINITY TV 200 Latino and additional digital channels for primary outlet $49.95 XFINITY TV 450 Latino Includes XFINITY TV 300 Latino and additional digital channels for primary outlet $69.95 XFINITY TV SERVICES HBO 14 $15.00 Showtime 14 $10.00 Starz 14 $10.00 Cinemax 14 $10.00 The Movie Channel 14 $10.00 Playboy 14 $ Premium Package 14 HBO and Cinemax, Showtime and The Movie Channel or Starz and The Movie Channel $19.99 Digital Preferred 15 Includes 68 channels including Ovation, Science and ESPNews $18.00 XFINITY TV Latino 14 Includes 31 channels of Spanish language programming $16.95 Family Tier 16 Includes 14 channels including Discovery Family Channel, Food Network, HGTV, Sprout and National Geographic Channel $14.95 Sports Entertainment Package 15 Includes 25 channels including CBS Sports Network, FCS Atlantic, FCS Central, FCS Pacific, ESPN Classic, NFL RedZone and Tennis Channel $9.99 HD Technology Fee 11 $10.00 HD DVR Service 8 $9.95 AnyRoom DVR Service 9 $9.95 Digital Additional Outlet Service (SD or HD) 10 $9.95 Digital Adapter Additional Outlet Service (SD or HD) 17 $3.99 INTERNATIONAL SELECTIONS 14 SBTN (Vietnamese) $14.99 Willow Plus (South Asian/Cricket Sport) $14.99 TV Asia (South Asian) $14.99 Zee TV (South Asian) $14.99 TV Asia & Zee TV (South Asian) $24.99 PAY-PER-VIEW AND ON DEMAND SUBSCRIPTION SERVICES 18 Eros Now On Demand $12.99 Eros Now On Demand w/a South Asian international selection $9.99 here! TV On Demand $7.99 Filipino On Demand $7.99 The Jewish Channel On Demand $6.99 Too Much for TV On Demand $14.99 Disney Family Movies On Demand $5.99 Gaiam TV Fit & Yoga On Demand $6.99 Pay-Per-View and On Demand Movies and Events 19 (per title or event) Prices Vary Streampix 20 $4.99 Vivid On Demand Subscription 30 $19.99 Hustler On Demand Subscription 30 $19.99 TEN On Demand Subscription 30 $19.99 Grokker Yoga Fitness On Demand $6.99 UP Faith and Family On Demand $4.99 SPORTS PACKAGES 18 MLB Extra Innings MLS Direct Kick NHL Center Ice NBA League Pass XFINITY TV EQUIPMENT Call XFINITY for pricing Call XFINITY for pricing Call XFINITY for pricing Call XFINITY for pricing Limited Basic Only Converter $2.50 Digital Converter $2.50 Remote Control $0.15 HD Digital Converter (Limited Basic Only) $2.50 Digital Adapter (Limited Basic Only Primary Outlet, SD or HD) $0.00 Digital Adapter (Limited Basic Only 1st and 2nd Additional Outlet, SD or HD) $0.00 Digital Adapter (Limited Basic Only 3rd Additional Outlet and above, SD or HD) $0.50 CableCA (first card in device) $0.00 CableCA (second card in same device) $1.50 Refer to the last page for additional information. For information about XFINITY policies and terms of service, go to xfinity.com/policies. 12Panel.indd 1-6 7/27/ :18:56 AM

42 INSTALLATION FEES (PER OCCURRENCE UNLESS NOTED) Initial Installation of Service After Initial Installation of Service XFINITY TV 21,22 $99.99 N/A Miscellaneous Services (additional outlet, additional device, DVD, VCR, computer, including in-home service visit) $35.00 $70.00 Relocate Additional Outlet $35.00 $70.00 Upgrade of Service (In-home visit required) $70.00 Downgrade of Service (In-home visit required) $70.00 Hourly Service Charge (For custom installation work) $70.00 In-Home Service Visit (XFINITY TV) $70.00 In-Wall Wiring $70.00 REACTIVATION FEES (NO IN-HOME VISIT REQUIRED PER OCCURRENCE UNLESS NOTED) XFINITY TV, Voice or Internet $6.00 MISCELLANEOUS FEES (PER OCCURRENCE UNLESS NOTED) Service Protection Plan 24 (per month) Inside home wiring protection for cable TV, high-speed Internet and phone services $5.99 Customer-Owned Video Equipment Credit See www. comcast.com/equipmentpolicy for additional information $2.50 Regional Sports Fee 23 (per month) $3.00 X1 Platform Upgrade Fee $99.99 XFINITY Home - Secure 300 Installation Fee $ XFINITY Home - Secure 350 Installation Fee $ XFINITY Home - Control 150 Installation Fee $99.99 Field Collection Charge Visit to customer s residence required to collect past due balance or unreturned equipment $30.00 Returned Payment Item (each) $30.00 Late Fee $9.50 Convenience Fee Agent For payment made by phone with a Customer Care Representative $5.99 Unreturned or Damaged Equipment Fees 25 (per piece) Replacement Cost Self Install Kit 26 (Single Product) $15.00 Self Install Kit 26 (Multi Product) $30.00 Self Install Kit Shipping and Handling $15.00 Self Install Kit Shipping and Handling (Priority Shipping) $30.00 Remote Shipping and Handling $10.00 Cable Guide Magazine (per month) $3.95 XFINITY VOICE 1,27 XFINITY Voice Unlimited $44.95 With TV and Internet Service $39.95 XFINITY Voice Unlimited Saver $20.00 CAREFREE MINUTES INTERNATIONAL CALLING PLANS Carefree Minutes International Calling Plans are additional call plans to specific countries or international regions Carefree Minutes Latin America 300 $9.95 Carefree Minutes World Select 300 $9.95 OTHER CHARGES (PER MONTH UNLESS OTHERWISE INDICATED) Voic $3.95 Additional Line with Calling Features $21.95 Additional Line without Calling Features $11.95 Voice/Data Modem $10.00 Voice/Data Modem DOCSIS 3.0 Kit (for purchase, one-time charge) $ New Activation Fee (per occurrence) $29.95 Standard Installation (per occurrence) $99.99 Unreturned or Damaged Equipment Fees 25 (per piece, per occurrence) Replacement Cost XFINITY INTERNET 1,28 XFINITY Internet Service Only with XFINITY TV or Voice Service Performance Starter 29 $49.95 $49.95 Performance 25 $59.95 $59.95 Performance Pro $74.95 $74.95 Blast! Pro $89.95 $89.95 Extreme $ $99.95 Extreme $ $ Gigabit Pro 12,31 $ $ Voice/Data Modem $10.00 Wireless Gateway $10.00 Gigabit Pro Cable Modem/Router $19.95 Additional IP Address (first) $4.95 Additional IP Address (each additional, up to 3 additional) $9.95 Voice/Data Modem DOCSIS 3.0 Kit (for purchase, one-time charge) $ Ethernet Card (each, one-time charge) $20.00 Mac Compatible Card or Adapter (one-time charge) $79.99 Wireless Adapter (each, one-time charge) $30.00 Professional Internet Installation (per occurrence) $99.99 Wireless Networking On-Site Professional Set-Up (with installation of XFINITY TV, XFINITY Voice or XFINITY Internet, per occurrence) $49.95 Wireless Networking On-Site Professional Set-Up (Separate Trip, per occurrence) $99.95 Wireless Networking On-Site Professional Set-Up (Additional Device, per occurrence) $29.95 Unreturned or Damaged Equipment Fees 25 (per piece, per occurrence) Replacement Cost Gigabit Pro Activation Fee (per occurrence) Up to $ Gigabit Pro Professional Internet Installation (per occurrence) Up to $ Certain services available separately or as a part of other levels of service. Comcast service is subject to Comcast s standard terms and conditions of service. Unless otherwise specified, prices shown are the monthly charge for the corresponding service, equipment or package. Prices shown do not include applicable taxes, franchise fees, FCC fees, Regulatory Recovery Fee, Public Access fees, other state or local fees or other applicable charges (e.g., per-call toll or international charges). Prices, services and features are subject to change. If you are a video service customer and you own a compatible digital converter or CableCA device, please call XFINITY for pricing information or visit Comcast. All rights reserved. 2 Requires a Voice/Data Modem, except for the Complete Triple Play Packages. 3 XFINITY Home Secure 300, XFINITY Home Secure 350 and XFINITY Home Control 150 requires 2 year agreement with early termination fee. Early termination fee applies if all XFINITY services are terminated during the agreement term. For additional information go to home-security.html. 4 SurePrice only available for 12 months to XF Triple Play, XH Triple Play, XFINITY Latino Paquete Triple or Quad Play customers after 12 month promotional package. 5 XFINITY Home - Secure 300 requires 2 year agreement with early termination fee. Early termination fee applies if all XFINITY services are terminated during the agreement term. For additional information go to 6 XFINITY Home - Secure 350 requires 2 year agreement with early termination fee. Early termination fee applies if all XFINITY services are terminated during the agreement term. For additional information go to 7 AnyRoom DVR Service is included with HD Premier Triple Play, HD Complete Triple Play, XH PF HD Premier Triple Play, XH PF HD Complete Triple Play, XH PM HD Premier Triple Play and XH PM HD Complete Triple Play if AnyRoom DVR Service is installed on primary outlet. 8 Requires HD Technology Fee. Digital Additional Outlet service required for HD DVR Service on additional outlets. 9 Sold only with Digital Additional Outlet Service for up to 3 TVs, maximum 3 clients per household. Requires HD Technology Fee and professional installation. Not available to customers with Limited Basic only. 10 Not available to Limited Basic only customers. Digital service tier on additional outlet corresponds to digital service tier on primary outlet. 11 Not available to customers with Limited Basic only. Must subscribe to HD Technology Fee to receive HD programming. 12 Not available in all areas. May require installation and non-refundable installation charge. 13 SurePrice only available for 12 months to Starter XF Double Play and Preferred XF Double Play customers after 12 month promotional package. Showtime and Streampix available at no extra cost during 12 month promotional package and 12 month SurePrice period. After end of the promotional and SurePrice periods, Showtime and Streampix will be billed at the then current retail rate. 14 Requires digital converter or CableCA and Limited Basic. 15 Requires Digital Starter. 16 Requires digital converter and purchase of Limited Basic. Family Tier programming included in Digital Services except for XFINITY TV Latino. 17 Includes digital adapter and remote. Digital service tier on additional outlet corresponds to digital service tier on primary outlet. Does not include access to On Demand content, premium channels or programming guide. Not available to customers with Limited Basic only. 18 Requires digital converter and Limited Basic. Sports packages will automatically renew at the start of each season at that seasons full-season early-bird rate, provided Comcast still carries the package. Subscription will automatically be billed in 4 total payments. Call XFINITY to cancel subscription or automatic renewal up to 30 days into the season. Charges are non-refundable after the first 30 days of the season. Other restrictions may apply. Customers enrolled in the auto-renewal program moving to another Comcast serviceable address and continuing service with Comcast in or out of season, will remain enrolled in the auto-renewal program. 19 Price of Pay-Per-View and On Demand Movie or Event is displayed prior to the completion of the Pay-Per-View or On Demand ordering process. 20 Requires digital converter and Limited Basic to receive Streampix on television. Streampix included with the following tiers of service: HD Preferred Plus XF Triple Play, HD Premier XF Triple Play, HD Complete XF Triple Play, XH PF HD Preferred Plus Triple Play, XH PF HD Premier Triple Play, XH PF HD Complete Triple Play, XH PM HD Preferred Plus Triple Play, XH PM HD Premier Triple Play and XH PM HD Complete Triple Play. HD content requires subscription to HD Technology Fee. Streaming to ios device requires XFINITY TV app, Internet service with bandwidth of at least 600 Kbps and a subscription to Limited Basic. Streaming to laptop/ computer requires equipment meeting minimum requirements posted at comcast.com/help-and-support/internet/requirements-to-run-xfinity-internet-service/, Internet service with bandwidth of at least 600 Kbps and a subscription to Limited Basic. 21 Does not include installation charges for Extreme 150 Internet Service, Extreme 250 Internet Service, XFINITY Home Security, Wireless Networking, XFINITY Internet or XFINITY Voice activation fees. 22 Product installations include installations up to 125 feet from existing Comcast plant. Custom installations include installations which require in-wall wiring or installations in extensive drop ceilings, basements or crawl spaces. 23 Applies to XFINITY TV Digital Starter and above 24 See for information on Service Protection Plan. 25 Contact XFINITY for questions regarding equipment replacement charges. 26 Does not apply to CableCA Self Install Kit. 27 Requires a Voice/Data Modem. Unlimited Local and Long Distance package pricing applies only to direct dialed calls from home to locations included in the plan. Plans do not include other international calls. For more information regarding XFINITY Voice pricing go to html. 28 Voice/Data modem required. For more information regarding XFINITY Internet go to comcast.com/internet-service.html. 29 Download speed up to 10 Mbps and upload speed up to 2 Mbps. Many factors affect speed. Actual speeds may vary and are not guaranteed. 30 One month minimum purchase required. Not available in all areas. 31 Requires 2 year contract. Monthly lease of Gigabit Pro compatible cable modem/router additional. Activation and professional installation fees additional. Gigabit Pro does not qualify for Comcast 30-day money back guarantee. XFINITY Home License Numbers: AL: , ; AR: ; AZ: ROC , BTR ; CA: CSLB , ACO 7118 licensed and regulated by the Bureau of Security and Investigative Services, Department of Consumer Affairs, Sacramento, CA, 95814; CT: , ELC C5; DE: FAL-0299, FAC-0293, SSPS ; FL: EF , EF , EF ; GA: LVU406303, LVU406264, LVU406190; LVU406354; IL: PACA ; LA: F1691; MA: SS ; MD: , Baltimore County: RK9552, Howard County: ER00990, Washington County: EL-R-0218, Harford County: , Calvert County: L0188, Prince George s County: ; ME: LM ; MI: ; MN: TS674412; NC: 2335-CSA; NJ: 34BF ; NM: ; NY: licensed by the N.Y.S. Department of State , Putnam County: L00812; OH: ; OR: CCB , All electrical work is performed by a licensed subcontractor; SC: SCBA-13497, SCFA-13440; TN: ACL 1597, ACL 1604; TX: B-16922, , ACR ,-1818; UT: ; WA: COMCABS892DS; VT: ES-02366; VA: , DCJS ; WASHINGTON, DC: ECS , BBL ; WV: WV MS: Valid 6/2/2014. See for current list. SLMN423SVO 1016 Services & Pricing Effective July 1, 2016 St. Louis Park (TCR - 011) 12Panel.indd /27/ :18:58 AM

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