Loading...
HomeMy WebLinkAbout2014/12/09 - ADMIN - Minutes - Community Technology Advisory Commission - Regular (2)OFFICIAL MINUTES ST. LOUIS PARK TELECOMMUNICATIONS COMMISSION MEETING OF December 9, 2014 ST. LOUIS PARK COUNCIL CHAMBERS MEMBERS PRESENT: Bruce Browning, Dale Hartman, Cindy Hoffman, Toby Keeler, Rolf Peterson, Andrew Reinhardt, and Bill Theobald MEMBERS ABSENT: STAFF PRESENT: Reg Dunlap, Civic TV Coordinator; 1. Call to Order Chair Hoffman called the meeting to order at 7:00 PM. 2. Roll Call Present at roll call were Commissioners Browning, Hartman, Hoffman, Keeler, Peterson, Reinhardt and Theobald. 3. Approval of Minutes for October 14, 2014 It was moved by Commissioner Browning, seconded by Commissioner Hartman, to approve the minutes of October 14, 2014, without changes. The motion passed 7-0. 4. Adoption of Agenda Commissioner Theobald and Chair Hoffman noted several corrections, that Items 6, E should be 2014 and F and G should be 2015. It was moved by Commissioner Theobald, seconded by Commissioner Browning, to approve the agenda as amended. The motion passed 7-0. 5. Public Comment - None 6. Reports and Discussion A. Comcast presentation on new cable rates and/or changes in the channel line up Mr. Dunlap said Comcast would not attend this evening but does plan to have a representative at the Study Session next Monday when the contract City Attorney would make a presentation. The City has regulatory authority over basic cable rates, which did not change. Video equipment prices didn’t change. The City has no authority over channels being moved from one tier to another, and other Comcast video services are deregulated. The Minnesota Public Utilities Commissioner regulates telephone service, and high-speed Internet is not subject to price regulation. Price adjustments will be affective January 1, 2015. Digital economy video increases $2/month. Digital Starter and preferred video service increases $3.50/month. Digital premier video service increases $6/month and Internet $2/month. Cable modem rental increases $2/month as well as Triple play packages increasing by $5/month. Latino packages increase $5/month. Service protection plan is increasing $1/month. They are downgrading to no charge with no in-home visit, formerly $2.99. Because of the 30-day notice period, customers can downgrade services at no charge throughout December. When all prices are documented from Comcast, he will put an all inclusive price list on the city’s web site. Commissioner Browning asked how this compared with last year? Mr. Dunlap replied it was very similar. Cable modems went up $2 last year as well and customer can purchase their own modems as long as they are compatible. He recommended renting a modem if someone had telephone service or making sure it was compatible. Commissioner Browning said he purchased his own modem for internet access when it was $7 per month, so it makes sense to purchase a modem. He asked about the services that were no longer available and if it was the entire list provided? Mr. Dunlap replied yes, a new customer couldn’t ask for any of those services. Current customers were grandfathered. B. Comcast customer service update Mr. Dunlap stated that the complaints for the year were compiled and were similar to last year. Complaint calls were 50 in 2010, 49 in 2011, 61 in 2012, 102 in 2013 and 96 so far in 2014. The last two years were significantly higher. Callers main concerns were hold times, billing complaints and telephone customer service. Commissioner Browning asked if this was representing the calls coming into the City? Mr. Dunlap replied yes, so these are a fraction of the calls that the Comcast call center receives. They get approximately 20,000/quarter and a tremendous call load. The calls the City receives is a drop in the bucket. Commissioner Browning suggested Comcast look at this in greater detail, especially with change in ownership coming up. Can it be tied to part of the transfer? Customer service has always been an underlying current. There is no competition because there is no one else in the market. Can we suggest it needs to improve or have a discussion about that? Mr. Dunlap replied this is an advisory Commission for the City Council. They can direct staff to request call center reports be tallied for St. Louis Park and be provided in a reasonable time, possibly on a quarterly basis. Other franchise authorities receive call center reports. As they address the transfer, it could be included as a condition. Commissioner Browning felt they had very little control over Comcast activities, but this was something they had some control of. He would like to get a better handle on call numbers. Chair Hoffman noted from 2003 to 2013 the complaint calls had almost doubled. What happens if people call Comcast, do they get routed to the City? Mr. Dunlap said these are calls to the City for unresolved complaints. The number is listed on the bills. Usually customers have had bad results with Comcast and that is when they call the City. Commissioner Keeler asked if calls that are referred to Comcast for customer service are counted? Mr. Dunlap said no. Commissioner Reinhardt asked if it was required to have the City number on the bill? Where else could citizens get the idea to call the City about Comcast? Mr. Dunlap replied they use the website to publicize their office and one of the services they provide is taking cable complaints. City publications have information and they also do some outreach. It is also a part of the reason these meetings are cablecast. Commissioner Hartman said some of the calls are Comcast’s own problem, that could be avoided if Comcast would explain what’s going on. Commissioner Browning said we sometimes hear Comcast say that customer service is getting better, but we don’t have evidence of that. So let’s find out why. It was moved by Commissioner Browning, seconded by Commissioner Peterson, to direct City staff to request Comcast tally phone calls specific to St. Louis Park and have Comcast staff attend the Telecommunications meeting to address their concerns. The motion passed 7-0. C. Franchise fee audit report Mr. Dunlap noted there was no final report at this point. A draft report had been sent to the City Attorney by Dick Treich of Front Range, the audit firm, and was also sent to Comcast, giving them a chance to comment or correct. The auditor found an under reporting for high definition packages that included the $10 HD technology fee, in the range of $10,000-13,000 owed to the City. The City Attorney gave his recommendation, which Mr. Dunlap discussed with Commissioners Keeler and Browning, along with the Comcast offer. Comcast offered to pay $6,500 and possibly a bit higher, but not up to $10,000, and wants to tie it to the transfer issue as it is addressed by the City Council. This happened with last transfer in 2006, where the audit settlement was rolled in to the transfer agreement. There’s no need for Commissioner action on the audit, and the City Manager will make a recommendation to the City Council for action on this. D. Complaints Commissioner Browning asked about the person with the business issue and if it had been resolved? Mr. Dunlap replied yes, a waiver of early termination fee was going to be applied. Commissioner Browning said most complaints revolved around cost with a couple of exceptions. Commissioner Reinhardt asked if Comcast does preemptive calling for complaints? His rates went up dramatically recently and he called, but had to hang up before speaking to anyone. Someone from Comcast called back and worked with him on the packages available to provide a reduction in his rates, so they must have looked his information up. Mr. Dunlap hadn’t heard of that happening, but he had heard about customers calling and getting a reduced rates by getting the triple play packages. Chair Hoffman said that Kate Hensing from Comcast said at a previous meeting that Comcast offers a call back option. Commissioner Browning asked how the call back option worked? Commissioner Hartman said it was an option when you were on hold, to continue to wait or Comcast will call you back. E. Draft Annual Report for 2014 Mr. Dunlap completed summaries of the activities and actions for the year. Please review and get suggestions back to him and then it will be sent to City Council. F. Set meetings for 2015 The following are meeting dates for 2015: February 11, May 13, August 12, October 14 and December 9. G. Draft Work Plan for 2015 Mr. Dunlap added topics to the work plan would add the dates that were just selected. . H. Elect Chair and Vice Chair, effective next meeting Chair Hoffman asked for nominations for Chair. Commissioner Keeler nominated Commissioner Browning and it was accepted. Chair Hoffman called for nominations for Chair two more times. Nominations were closed. Chair Hoffman called for nominations for Vice Chair. Commissioner Browning nominated Commissioner Keeler for Vice Chair who declined because he was Vice Chair this year. Commissioner Browning nominated Commissioner Reinhardt and it was accepted. Chair Hoffman called for nominations for Vice Chair two more times. Nominations were closed. A voted was taken on the nominations of Bruce Browning as Chair and Reinhardt for Vice Chair. The motion passed 7-0. 7. Communication from the Chair, Communications from City Staff Commissioner Keeler indicated they should think about on specific call service data from Comcast, and making it part of the franchise approval. They already know on the bill to show the St. Louis Park contact number, so they can sort the complaints based on that. It could be done relatively easy. Commissioner Keeler asked what the role of the Commissioners would be at the study session and how should they participate? Mr. Dunlap replied after the regular Council meeting, Brian Grogan will meet with City Council for the work session and give an update of all of the options. The City Council will decide how to move forward. Commissioner Browning asked if any other cities had approved the transfer? Mr. Dunlap replied the North Suburban Cable Commission got a two-year extension of their existing franchise. They approved the transfer with a small group of conditions. There are other communities that have been talking with Comcast as well. Commissioner Keeler reported that the MACTA Board had their annual planning session last week, and is keeping tabs on Century Link, state legislation and the Time Warner/Comcast merger. MACTA will hold their annual conference in June. Commissioner Browning offered to help on PEG and conference planning committees. 8. Adjournment Commissioner Keeler made a motion, Commission Peterson seconded to adjourn at 7:49. The motion passed. Respectfully submitted by: Amy L. Stegora-Peterson Recording Secretary