Members of the five-community NORDCAT cable consortium met in Roselle Tuesday afternoon to review performance standards of Comcast, whose customer service rate has again fallen below performance standards.
The franchise agreement calls for a 90 percent customer service rating, which fell to 70 percent in December and to 33 percent last month.
Village Administrator Robin Weaver said “it was disappointing Comcast has not met the standards set forth in the franchise agreement.”
Itasca, Bloomingdale, Wood Dale, Carol Stream, and Roselle are collecting fines from the company, Weaver said, “but frankly, we’d rather have better service.”
Carlo Cavallaro, director of local government affairs for Comcast, said an upsurge in customer calls was to blame for the sudden drop in performance.
“Based on last year’s calls, we budgeted for about 900,000 telephone inquiries and the data shows we received nearly 400,000 over that,” Cavallaro said. “Unfortunately, there is no way to predict the numbers.”
Officials from Comcast said there was no major increase in business.
Weaver said the cable company will continue to pay $150 per day for each of the five towns where it is not in compliance with franchise agreements.
