PSC: Time Warner can’t expand its disconnect hours
ALBANY Time Warner Cable Information Services LLC won’t get to change when it is allowed to disconnect telephone service for customers who have fallen behind on their bills.
On Thursday, the state Public Service Commission denied Time Warner’s request to disconnect service on nights and weekends. The current rules, which allow for disconnection of service only between 8 a.m. and 7:30 p.m. Monday through Thursday and 9 a.m. to 3 p.m. Fridays, will remain in effect.
“We are saying ‘no’ to Time Warner’s request to waive our rules regarding when it would be authorized for suspensions and terminations of its telephone customers,” said commission Chairwoman Audrey Zibelman said in a statement. “The commission’s rules applicable to Time Warner are consistent with the hours of operation of the commission’s consumer call center, which receives consumer complaints and requests for assistance. To ensure telephone consumers’ rights are protected, especially core customers such as the elderly and disabled, it is essential customers are afforded the opportunity to contact our call center if their telephone service is threatened with a potential suspension or termination.”
The commission did grant Time Warner more power over how it applies certain payments.
Time Warner is also no longer required to automatically distribute residential telephone books to all its residential customers and will instead be required to provide directories only to customers who ask for them. These requests can be filled with a book or CD. This decision stemmed from the fact that fewer people want telephone books.
The commission also gave conditional authorization for Time Warner to stop its monthly service quality reporting requirements. This decision was based on the fact that there is no longer any need for regulatory action to prompt timely repairs to telephone services.