Case Date:

6/24/2002

Subscriber is upset with the recent rate increase; she spoke with Insight and asked why a middle package between the $11 basic package and the $38 classic package is not available. Insight rep explained that surveys are done to determine subscriber needs - customer has never rec'd survey in 20 yrs. She would like to see a medium range package - basic plus a few extra channels available. She is also concerned about the amount of junk mai that has recently been included in her monthly bills.

Case Date:

5/16/2002

Customer called Insight to downgrade from Classic to Basic; her bill read "change of service upgrade $13.95"; cust. called Insight to question bill and was told it was to cover the cost of the tech site visit. Cust. feels she is paying more to pay less; she wanted to downgrade for financial reasons, and instead she paid the cost of a full month of service.

Case Date:

4/8/2002

A Citizen left a voice mail message regarding unburied cable between 2967 & 2959 Ramble Road West. The gentleman who did not leave his name or phone number stated that he has contacted Insight about the unburied cable but has had no response from Insight.

Case Date:

3/22/2002

cust was recently annexed. He is not pleased with having the new charge of 2.35 for stormwater since there are "no storm drains" where he lives.

Case Date:

2/18/2002

Mr. Kreis stated that there is an insight cable that has been sitting above ground between 2820 & 2828 N. Blue Slopes Drive for approximately 1 year. He has contacted Insight on several occassions but to no avail. He wanted to see if the City could help get this problem taken care of.

Case Date:

11/30/2001

cable in his yard had not been buried in a timely manner and is not buried deeply enough; cable also runs across public sidewalk at 3103 Ramble Road West

Case Date:

11/30/2001

Ms Fisher called and stated that they are being charged $1 per month for the cable guide that is no longer being printed. Ms. Fisher stated that she contacted Insight and was told that she was on a program that had been "grandfathered" and that if she had Insight take off the charge for the guide her bill would increase. Ms. Fisher stated that she believes that this is unethical and possibly illegal as Insight is keeping a $1 profit every month and not delivering the guide as promised.

Case Date:

11/20/2001

Last month did not receive cable guide; subscriber called Insight and was told the guide had been replaced with a scrolling guide on channel 58. Noticed on bill he had paid $1.50 instead of $1.00 - was told he would be refunded on November's bill. He has been a cable customer since 1987, and he is disappointed with Insight.

Case Date:

11/20/2001

Subscriber did not receive cable last month; called Insight and was told that the guide was replaced by a scrolling guide on channel 58. He was charged $1.50 for the guide & was told he would be credited on his next bill (not yet received). He has been a cable customer since 1987 and is disappointed in the billing process and constant changes.

Case Date:

11/19/2001

Long-time subscriber; she pays an extra $1/month for a cable guide. The guide has been discontinued. She was informed that if she cancels the guide, she will have to pay for a higher package. Yet, she can still pay the $1/month for a guide she doesn't receive, she can keep her current package. She doesn't believe she should pay for a guide she doesn't receive, and she's disappointed and considering switching to satellite