§ 14.28.210. Services by franchisee.

(a)

The franchisee shall maintain an agent within the city of Wilton, at whose office subscribers may make payment for cable vision services. The office shall be one which is open during all usual business hours. The agent may be a local bank, Chamber of Commerce or a similar office. The franchisee shall also maintain a listed toll free telephone number which shall be so operated that complaints and requests for repairs or adjustments may be received at any time. A card or decal containing the above information, along with the specified procedures for reporting trouble or complaints, shall be provided to all present subscribers and to all new subscribers as they are hooked into the system.

(b)

The franchisee shall provide "same-day service" response, seven days a week, for all complaints and requests for repairs or adjustments received prior to two p.m. of any day. In no event shall the response time for calls received subsequent to two p.m. exceed twenty-four hours.

(c)

Whenever it is necessary to interrupt service over the system for maintenance, alteration or repairs, the franchisee shall do so at such time as will cause the least amount of inconvenience to the subscribers, and unless such interruption is unforeseen and immediately necessary.

(d)

Upon failing to correct a service outage within twenty-four hours, the franchisee shall rebate one thirtieth of the monthly charge for basic service and additional service to each subscriber for each twenty-four hours or fraction thereof after the first twenty-four hours following the report of loss of service to the franchisee. The franchisee shall maintain a log of such reports and of the time of restoration of service and this log shall be filed annually with the city.

(Ord. 346 (part), 1995).