LEXINGTON, KY (Lex 18) - For the first time ever, the Lexington Fayette Urban County Government took on a big cable and internet company, effectively putting it "on notice," according to the Vice Mayor.
Thursday night the council passed a resolution that would allow the city to fine Spectrum Cable's parent company Charter Communications if it doesn't fix certain customer service issues.
Under the resolution, Charter Communications has 30 days to respond to the city. After that, Lexington Fayette Urban County Council can hold a public hearing to decide whether or not to fine the company until problems are solved. Fines would be up to $500 a day.
"It's not a burden on us, but it is a burden on our community," said Vice Mayor Steve Kay. "People are really dissatisfied and it's really not acceptable."
Council members said the thousands of complaints against Spectrum range from poor customer service to unexpected rate increases. The city said it did not see nearly as many complaints before under Time Warner Cable.
At a previous public meeting about the issue, Mayor Jim Gray and others suggested bringing in more competition to help the situation.
"I think the fact that they do not have effective competition means that they may feel they can be less responsive and put less resources into being responsive," said Vice Mayor Kay.
No representatives from Charter spoke at Thursday's meeting, but the company did release this statement:
"We continue to work with the city and directly with our customers on their questions about the transition to Spectrum. As we move forward, more and more customers are benefiting from our consumer friendly policies including no data caps, modem fees or service contracts."