Charter accused of endangering public safety
Reno City Council candidate
Vivian Freeman asked the
City of Reno to crack down on Charter Communications' cable service. She
said that the system has failed at least three times in the last 90 days.
"At least three times in the past three months," said Freeman.
"Charter's system has gone down for long periods of time, most recently
on Tuesday, June 20, when most of the city was out of service for several
hours late at night."
Freeman said that the outage created a hazard. She said it took the area's
emergency alert system (EAS) off line, leaving citizens without any way
of knowing if there was a local, regional or national emergency occurring.
"The unannounced outage, alternately described as maintenance and
for FCC compliance purposes by Charter call center personnel," Freeman
said, "jeopardized the emergency broadcast system for the majority
of homes in the service area."
However Andy Barbano, who chaired
the City of the Reno's Citizens Cable Compliance
Committee said that the problem is much worse than Freeman stated.
live in Sun Valley and on a recent Sunday around 9 p.m. It was
dark, and we were sitting outside when a search-and-rescue van
came around. The people went to every door in a five-block radius
asking if anyone had seen an 8-year-old girl who was said to have
been abducted from a nearby park. When my daughter asked if they
had already put the announcement out on Amber Alert, they said
it had been. If that was the case, why did it not merit an interruption
of local programming and an announcement to the public to be on
the lookout? Why was nothing said on the news? Is the life of
a missing 8-year-old child not of as much interest as the capture
of some lowlife who has the funds to travel to Mexico to escape
the law or the life of some judge or brushfires in the area?
Is it because she was of Hispanic heritage
and not the white child of some celebrity that the news media
didn't mention it? If that is the case, I find our local police
departments and news media to be totally without any redeeming
value and basically disgusting.
News & Review 7-6-2006
He said that he spoke with
Adrienne "Ace" Abbott whose job it was to monitor the
emergency broadcast system.
Abbott is the Emergency Alert
System Chair for the Nevada State Emergency Community Committee. She is
also an FCC compliance specialist, with her own business called Weathertop
She first notified Barbano via e-mail saying, "Charter did not carry
the activation...when the activation was issued and picked up on my alert
radio...I can only assume that any Mound House residents...were similarly
Barbano said that Charter failed to run the EAS, abandoning 200 families.
He said the company is willing to over look life for money.
"When the order came down to evacuate Mound House," Barbano
said. "Charter didn't run the emergency alert to warn anyone down
there. That's 200 families in serious danger."
Just over 6,000-acres burned near Mound House on Monday, June 26, forcing
an evacuation of the area. At one point up to 300 homes were threatened,
according the Sierra Interagency Dispatch Center.
Abbott said that cable companies are not required by federal regulations
to issue EAS activations. She did say that they are supposed to follow
the rules set forth by the board that they are contracted under, in this
case the City of Reno.
"Cable companies, I'm finding don't have to do them (EAS) as a rule,"
Abbott said. "It's never been mandated to make emergency managers
use the EAS either."
"It's the visual transmit rule that's the reason why most cable companies
don't use EAS. Most companies don't have anyone in their studios to put
the crawl or whatever on the television screen," Abbott added.
The idea of having a cable company that uses the EAS is important to Abbott.
She said that she was biased, though.
"I think it's very important, but I'm coming from the point of view
of one who trains people to work with the EAS," said Abbott. "Ask
a fire boss or a parent who is looking for their missing child. Who can
put a price on it?"
In Abbott's estimation the EAS worked as it was designed to. The only
flaw was that not all broadcast systems are connected within the EAS.
She said that the flaw is that the FCC has left it in a very gray area,
which could have gotten someone killed.
"We came very close to losing people," Abbott said. "As
these areas go, compared to Oakland and places like that, the Linehan
area with its roads are wide and fire trucks and such could move in and
out of there. And the advantage to cable at that time is that it can theoretically
reach more homes quicker than emergency personnel."
Freeman said that Charter needs to warn the city when they plan to shut
down the system. She also complained that the internet was crippled and
it affected not only homes but workplaces and medical facilities.
"If the city is not routinely notified of such outages so that it
may plan for emergencies, a system needs to be put in place," Freeman
said. "High speed Internet access was also disabled, impacting businesses
and critical services such as medical providers which depend upon having
their lines functional around the clock."
Barbano agreed with Freeman, saying that she had a good suggestion. He
said that a municipality could either be lax or strict on a cable franchise.
"But here they aren't strict at all," said Barbano. "And
look how critical it has been around here lately. The EAS has kicked off
all over the place this week because of range fires."
Freeman said that the company could have easily notified their customers,
including the City of Reno, about the outage via the internet, but didn't.
"Digital customers could easily have been notified by e-mail, but
Charter failed to do so," Freeman said. "Worse, Charter's call
center was not informed of the planned outage. Customers were not offered
credit unless they asked and Charter is now apparently using clumsy subcontractors
to handle complaints."
A few months after Charter was granted a controversial 15-year franchise
renewal in 2004, the company shut down its Reno call center and moved
40 jobs to Vancouver.
Freeman noted that many of Charter's customer complaints were handled
by people outside the Truckee Meadows area. She said that these people
were not the specialists that the company had at one time when in located
"Some of the customer complaints from Tuesday's outage were handled
by a subcontract service based in Rochester, Minnesota, which takes calls
for a wide variety of companies," said Freeman. "These are not
specialists trained to provide service to Reno cable consumers."
The city installed a citizen call referral center several years ago and
just budgeted $68,000 for a software replacement on June 14.
"The city system appears to generally refer consumers directly to
Charter," Freeman said,"which is discouraging. I favor a much
more hands-on approach. The city administration seems in danger of reverting
to the old way of doing business, ignoring consumer interests and letting
the cable monopoly do what it wants with impunity. That's got to change."
However, Barbano disagrees, he believes the issue is more than just about
poor service and complaints. Barbano said the real issue is about the
City of Reno not making Charter Communications do what it is supposed
to do. He said that both Reno and Charter are not obeying federal authorities.
"That's because the local franchising authorities are not riding
hard on Charter to make certain that they are doing what they are supposed
to do," Barbano said. "They are violating Federal Communication
"The idea of losing people in a disaster or a firefighter, a policeman,
or any other emergency personnel, who is responsible for that," asked
Abbott. "The board that over sees the cable company should probably
take a long-hard look at their system."
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