HomeMy WebLinkAboutPresent: Mediacom Digital Servi
MEETING DATE:
AGENDA #:
PREPARED BY:
AGENDA ITEM:
PRESENTATION:
CITY COUNCIL AGENDA REPORT
April 2, 2001 ~
6A ..
Frank Boyles, City Manager \ '\ \
PRESENTATION MEDIACOM STATUS REPORT ON LAUNCH OF DIGITAL
SERVICES AND CUSTOMER SERVICE - GENERAL MANAGER BILL
JENSEN.
The City Council received a report from Mediacom on January 22, 2001. This
report was a follow up from a December 4, 2000 agenda item. At the January 22
meeting the City Council asked for quarterly reports from Mediacom regarding
customer service and related issues.
In previous reports, Mediacom has indicated that they anticipate introduction of
digital video and audio this spring. Thereafter digital cable modem service is to
be available. I have received inquiries from customers who wish to subscribe to
either or both services. Bill Jensen has identified problems they have had in
acquiring the necessary hardware for this service and the completion of a "super
head end" in St. Peter, Minnesota.
Mr. Jensen will provide the City Council with a time line for roll out of these
services. He will also provide the Council with a customer service report for the
first quarter of 2001.
16200 Eagle Creek Ave. S.E., Prior Lake, Minnesota 55372-1714 / Ph. (952) 447-4230 / Fax (952) 447-4245
N:\AGENDA 58. DOC AN EQUAL OPPORTUNITY EMPLOYER
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Media~
2381 Wilshire Boulevard
Mound, MN 55364
Phone: (952) 472-6764
Fax: (952) 472-7153
biensen @mediacomcc.com
April 2, 2001
Mr. Frank Boyles, City Manager
City of Prior Lake
16200 Eagle Creek Avenue S.E.
Prior Lake, Minnesota 55372-1714
Dear Frank:
Per our earlier conversation from today, please note the following Customer Service and
Technology Update for our Prior Lake Cable Television System.
Telephone Answering: I'm pleased to report to you that the Average Wait Time for all calls
into our Call Center in Waseca has been less than :30 seconds for the months of January and
February 2001 at :24 seconds and :25 seconds respectively. This performance exceeds the
industry standard of :30 seconds.
Customer Trouble Calls: Mediacom and our Customers continue to realize the benefit of last
year's upgrade completion. Trouble Calls have been less than 200 for the months of January and
February at 192 and 92 respectively (detail enclosed).
Technology Update: The Prior Lake Headend is now receiving Digital Video Signals from our
master location in St. Peter. Hence, beta testing for the customers in Prior Lake will begin prior
to May 1st with a marketing rollout and open house to occur in May. The Digital Launch will
include more channels as well as Premium and Pay-Per-View options for Prior Lake. We also
will be launching 40+ digital audio music channels at the same time.
High Speed Cable TV Modems: The launch of high speed cable modems in Prior Lake will
correspond with our new partnership with Excite@Home. This partnership will deliver faster
download speeds, more effective Customer Service and Technical Support and an overall better
product than we originally anticipated. We are working daily with AT&T representatives to
ensure the quickest delivery of high-speed data circuits to our Internet access point in St. Peter.
AT&T has committed to have these circuits installed by July. A brief beta-testing period will
follow with full product deployment expected in mid to late July.