Mediacom
The Village of Sugar Grove approved an updated franchise agreement for the provision of cable television service with Mediacom Communications on April 12, 2011. The agreement includes the State of Illinois Franchise customer service requirements, which are greatly expanded from the original agreement.
The Village recognizes that residents also utilize Mediacom for the provision of internet and phone services. During negotiations Mediacom was asked to use the same due diligence in the provision of these services as cable television services. Mediacom was very cognizant of this request and agreed that it is important. It must however be noted, that due to State, Federal ,and ICC and FCC rules and regulations, the Village cannot regulate phone or internet services offered by Mediacom or any other provider.
The agreement is non-exclusive which simply means that any company that chooses to provide cable television service in Sugar Grove shall be granted a franchise under substantially similar terms and conditions as Mediacom Franchise Agreement. The franchise agreement in short, gives a non-exclusive right and privilege to Mediacom to operate a cable system in the Village.
You can view a copy of the agreement here on a copy is also available at the Municipal Center, 10 S. Municipal Drive, Sugar Grove, IL 60554.The Village Code 3-9 (Cable and Video Customer Protection Law) and 3-10 (Cable/Video Service Provider Fee) can also be viewed on the website at www.sugar-grove.il.us or at the Municipal Center. The State Statute can be viewed online as well.
Questions and Answers regarding Franchise Agreements and Mediacom Service. You can jump to the answers by clicking on any of the links below.
Current law requires companies desiring to provide cable television service to enter into a franchise agreement with either the local government or the State. The Village prefers a local agreement to address the needs of our community.
The Village has sought additional cable television, internet and phone service providers. The agreement with Mediacom does not prevent other companies from providing services. It must be recognized that the provision of cable television, internet and phone services by private businesses is a business decision based on profit potential. The Village would welcome additional providers.
You are encouraged to call Mediacom or to visit the local office in Elburn.
Toll Free Phone Number: 800-332-0245
Address: 808 E North St, Elburn, IL 60119
(630) 365-0045
Hours: 9 AM - 5 PM
If you feel that your service is unsatisfactory you can contact the Village. You are encouraged to use our online form at www.sugar-grove.il.us/Dept_Fin/MCForm.html however you may also call the Village at 630-466-4507, send the Village a note to 10 S. Municipal Drive, Sugar Grove, IL 60554 or via fax at 630-466-4521. You can also contact the State of Illinois Attorney General, information and forms can be found at www.illinoisattorneygeneral.gov/index.html, or call 1-800-243-0618. Or for phone problems contact the ICC at 1-800-524-0795 or via the internet www.icc.illinois.gov/. For internet problems you may also contact the FCC at 1-888-225-5322 or via the internet at http://www.fcc.gov/e-file/support_table.html
Please call Mediacom or visit the local office in Elburn.
Please call Mediacom or to visit the local office in Elburn.
Toll Free Phone Number: 800-332-0245
Address: 808 E North St, Elburn, IL 60119
(630) 365-0045
Hours: 9 AM - 5 PM
The Village does receive franchise fees from Mediacom. How these are determined are within the agreement.
The Village is not allowed to be involved in any channel program selections or tiers of service due to State, Federal and FCC rules and regulations
The Village’s agreement states that the video provider shall perform system testing a minimum of two (2) times a year. The Village may require sight specific testing, but must give 30 day notice.
The Village has the ability per the standards to fine any video or cable provider that does not abide by standards as set by code or their agreement. The Village also has the ability to revoke the franchise agreement. However it should be noted that if the franchise agreement was revoked, no cable services – television, phone, or internet could be provided.
The customer service standards and protection code was adopted by the Village in March of 2008. The customer service standards are the State Adopted Regulations - Illinois Compiled Statutes 220 5/70-501. The following is an excerpt of those standards.
The statute states that all cable or video providers in this State shall comply with the following customer service requirements and privacy protections.
The following definitions apply:
Cable or video provider means any person or entity providing cable service or video service.
Normal operating conditions means those service conditions that are within the control of cable or video providers. Those conditions that are not within the control of cable or video providers include, but are not limited to, natural disasters, civil disturbances, power outages, telephone network outages, and severe or unusual weather conditions. Those conditions that are ordinarily within the control of cable or video providers include, but are not limited to, special promotions, pay‑per‑view events, rate increases, regular peak or seasonal demand periods, and maintenance or upgrade of the cable service or video service network.
Service interruption means the loss of picture or sound on one or more cable service or video service on one or more cable or video channels.
General customer service standards include, but are not limited to: installation, disconnection, service and repair obligations; appointment hours and employee ID requirements; customer service telephone numbers and hours; procedures for billing, charges, deposits, refunds, and credits; procedures for termination of service; notice of deletion of programming service; changes related to transmission of programming; changes or increases in rates; the use and availability of parental control or lock‑out devices; the use and availability of an A/B switch if applicable; complaint procedures and procedures for bill dispute resolution; a description of the rights and remedies available to consumers if the cable or video provider does not materially meet its customer service standards; and special services for customers with visual, hearing, or mobility disabilities.
General customer service obligations:
Cable or video providers shall render reasonably efficient service, promptly make repairs, and interrupt service only as necessary and for good cause, during periods of minimum use of the system and for no more than 24 hours.
All service representatives or any other person who contacts customers or potential customers on behalf of the cable or video provider shall have a visible identification card with their name and photograph and shall orally identify themselves upon first contact with the customer. Customer service representatives shall orally identify themselves to callers immediately following the greeting during each telephone contact with the public.
In each contact with a customer, the service representatives or any other person who contacts customers or potential customers on behalf of the cable or video provider shall state the estimated cost of the service, repair, or installation orally prior to delivery of the service or before any work is performed, shall provide the customer with an oral statement of the total charges before terminating the telephone call or other contact in which a service is ordered, whether in‑person or over the Internet, and shall provide a written statement of the total charges before leaving the location at which the work was performed. In the event that the cost of service is a promotional price or is for a limited period of time, the cost of service at the end of the promotion or limited period of time shall be disclosed.Cable or video providers shall provide customers a minimum of 30 days' written notice before increasing rates or eliminating transmission of programming.
Cable or video providers shall provide clear visual and audio reception that meets or exceeds applicable Federal Communications Commission technical standards. If a customer experiences poor video or audio reception due to the equipment of the cable or video provider, the cable or video provider shall promptly repair the problem at its own expense.
The video provider may interrupt service, when necessary, to cable Subscribers for the purposes of alteration, maintenance, repair or emergencies. Video provider shall create such interruptions at such time as will cause the least amount of inconvenience to its Subscribers, and unless such interruption is unforeseen and immediately necessary, it shall give written notice to the Village of interruptions which affect Subscribers for a period in excess of six (6) hours.
The System shall be so constructed and operated so that there is no significant deterioration in the quality of access signals received. Deterioration refers to any signal problem, including, but not limited to, hum, co-Channel interference, pixilation on digital Channels created as a result of signal ingress, egress, or other causes, and other forms of interference.