The City of Buda met with Susan Patten, vice president of government relations for Time Warner Cable (TWC) on Wednesday, April 2 to discuss service issues among the Buda area.The City has recently received an influx of complaints from Buda residents regarding the drop in service level from Time Warner Cable. The City of Buda has a franchise agreement with Time Warner Cable to provide cable and internet services to the area.
Patten expressed her apologies for the lack of service and gave an explanation for the recently complications with service:
1. The new Digital Channel Lineup is launching and TWC is in the process of preparing for the switch. This is a theme-based lineup that will group similar channels together making it easier for the customer to navigate content. The new lineup will also that the ability to determine if you are watching on a high definition television or not and will automatically provide you with the best signal to receive that channel rather than having separate HD channels.
2. TWC is also increasing their internet speeds. All plans will receive an increase in speed. Those who subscribe to the Ultimate Plan, which is currently 50 Megabits per second, will start to receive internet at 300 mbps at no extra charge. In order to bring this service to residential customers TWC is splitting nodes, which are points that deliver the service, to make them smaller which will allow the fiber to go deeper in the neighborhoods to bring faster internet. Patten is working with the City of Buda to set up a complaint process where the City can relay complaints directly to Patten to expedite the customer service process and resolve issues quickly for Buda residents. She also said that TWC will proactively reach out to customers to let them know of the changes in service.
For more information regarding Time Warner Cable service, view the additional TWC press releases or call the City of Buda call 512-312-0084.