A new cable television billing format may be responsible for tying up phone lines at city hall.
The mayor's office fields between 15 and 20 calls each week from people asking for Time Warner Cable customer service because the mayor's office number is included on the bill. The city hall number is in small print under the billing breakdown. However, off to the left side is the list of contact information for Time Warner's customer service.
The Stamford, Conn.-based company is required to include city hall's phone number because it is the franchising authority, along with the state Public Service Commission's contact information.
However, people not used to the new company's billing statements are confusing the customer care service with the city's digits.
“Keep in mind, this is the second month for Time Warner bills. People may just not be used to looking at this bill,” said Jeff Unaitis, Time Warner Cable's Syracuse Division spokesperson.
Time Warner Cable replaced Adelphia Communications Corp. in August. The transition was gradual and the billing statements didn't change until April 1.
The $17.6 billion cash-and-stock deal included the 1.7 million subscribers in Adelphia's Buffalo market, which includes Auburn. Time Warner Cable received nearly 15,000 subscribers from Auburn, 45,000 from Utica and 4,200 from Norwich.
Unaitis added that Adelphia, too, was required to include the franchising authority's contact information, but likely was on the back of its bills.
The mayor's office is giving callers the customer's service number until they catch on to the new statement format.
“We apologize for any inconvenience and hope the mayor's office directs customers to our service line,” Unaitis added.
Adelphia's old number also rolls into Time Warner's Syracuse number, Unaitis said.
Staff writer Jessica Soule can be reached at 253-5311 ext 267 or
jessica.soule@lee.net
For more information
Customers may reach Time Warner Cable customer service at the following numbers:
Cable Customer Care:
634-6000
High-Speed Online:
(877) 313-2337
The Stamford, Conn.-based company is required to include city hall's phone number because it is the franchising authority, along with the state Public Service Commission's contact information.
However, people not used to the new company's billing statements are confusing the customer care service with the city's digits.
“Keep in mind, this is the second month for Time Warner bills. People may just not be used to looking at this bill,” said Jeff Unaitis, Time Warner Cable's Syracuse Division spokesperson.
Time Warner Cable replaced Adelphia Communications Corp. in August. The transition was gradual and the billing statements didn't change until April 1.
The $17.6 billion cash-and-stock deal included the 1.7 million subscribers in Adelphia's Buffalo market, which includes Auburn. Time Warner Cable received nearly 15,000 subscribers from Auburn, 45,000 from Utica and 4,200 from Norwich.
Unaitis added that Adelphia, too, was required to include the franchising authority's contact information, but likely was on the back of its bills.
The mayor's office is giving callers the customer's service number until they catch on to the new statement format.
“We apologize for any inconvenience and hope the mayor's office directs customers to our service line,” Unaitis added.
Adelphia's old number also rolls into Time Warner's Syracuse number, Unaitis said.
Staff writer Jessica Soule can be reached at 253-5311 ext 267 or
jessica.soule@lee.net
For more information
Customers may reach Time Warner Cable customer service at the following numbers:
Cable Customer Care:
634-6000
High-Speed Online:
(877) 313-2337
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