Cable Bahamas Limited (CBL) said last week that it intends to be fully cooperative with the Utilities Regulation and Competition Authority (URCA) regarding customer complaints, which were highlighted in a recent final decision on CBL’s application to restructure its residential and business pay television packages.
URCA revealed last week that it intends to launch another independent investigation into “recurring” and “concerning” complaints on widespread service quality issues that were submitted during the consultation process on the matter of Cable Bahamas’ restructuring of its television packages.
“Rev TV welcomes the inquiry by URCA regarding customer complaints of our cable TV service and plans to be fully cooperative,” the company stated.
URCA noted that many respondents were unhappy with CBL’s television service quality due to recurring outages, error messages, pixelated channels, an incorrect TV guide (what was stated on the TV guide did not match what was shown on TV) and dissatisfaction with DVR boxes.
In a statement, Cable Bahamas said many of these complaints stem from the limitations of its legacy technology.
“There are some technical issues which we can and are addressing now, while investing in upgrades to resolve the more systemic challenges. We want our Rev TV customers to know that we hear them and remain committed to delivering the best TV experience on the market. Our repackaging strategy, now approved by URCA, will begin by offering customers more choice and control over their TV viewing experience,” the utility provider stated.
“Two years ago, we undertook a massive exercise to swap out legacy set top boxes, replacing them with next generation technology. Today, we are using our data machinery to be more proactive in addressing network issues before they start to affect consumers. Every year, as our network traffic grows, we have a maintenance program to split our nodes, which lessens the potential for network congestion, ensuring customers have a fast, reliable and robust experience.”
In its final decision, URCA approved CBL’s application to restructure its packages on New Providence, Grand Bahama, Abaco and parts of Eleuthera and now allows for Rev TV Prime channels to decrease from 72 to 68; no price change for residential or business Rev TV Prime customers; customers are no longer required to subscribe to Rev TV PRO in order to access premium channels; and customers with the entry level Rev TV Prime are now able to subscribe to premium packages.
“We fully understand that our competitors, Netflix and other IPTV companies, are nimble because they are not subjected to regulation and they cater to the new TV viewing habits of consumers because they are using new TV technology,” Cable Bahamas stated.
“Our repackaging is an important part of delivering immediate improvements for Rev TV, but our full road map will bring our own IPTV service to the market. That is why we are in the process of investing millions in our next generation network to leapfrog the challenges we have today.”
Cable Bahamas Chief Executive Officer Franklyn Butler maintained in the press statement that his company is committed to providing quality service to the Bahamian public and that its cable TV division only makes up a portion of the company’s offerings.
“Rev TV might only be one service offered by the Cable Bahamas Group, but its mandate is the same as every other division, to ensure Cable Bahamas is the leader in connected lifestyles and experiences. Today, Rev Internet is consistently recognized as the fastest network in The Bahamas by the international performance rater Ookla,” he said.
“Rev Media is the leading content creator for local Bahamian TV. As a company, we are proud to be a market leader and I have confidence that Rev TV will continue to address the legacy challenges that customers experience and lead the TV market through innovation. That is their mandate and we are making strategic investments as a company to ensure success.”
The post Cable Bahamas commits to cooperation with URCA on customer complaints appeared first on The Nassau Guardian.
source https://thenassauguardian.com/cable-bahamas-commits-to-cooperation-with-urca-on-customer-complaints/
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