In response to a flood of concerns by Georgetown residents who believe internet and cable provider SuddenLink Communications is operating as a monopoly, the City Council is taking what measures it can to address the growing concerns.
On Jan. 14, the council unanimously approved a resolution in which it conveyed its dissatisfaction with customer service provided by SuddenLink, and asked the Public Utilities Commission of Texas (PUC) to enforce customer service standards established by the Federal Communications Commission on the cable provider.
The council plans to send copies of the letter to State Reps. James Talarico and Terry M. Wilson, Sen. Charles Schwertner and to each commissioner of the PUC.
Most of the complaints are about unreliable services and inconsistent billing rates.
City officials say residents are misinformed about SuddenLink’s operations and believe city officials have granted the company monopoly on the city.
Council Member Steve Fought attempted to clear up the misconception during a City Council meeting on Dec. 10, 2019, where the resolution was first brought up, Community Impact Newspaper reported. He explained that SuddenLink once had a franchise agreement with the city. However, the state adopted a statewide cable franchise agreement provision in 2005 that would take effect as existing franchise agreements expired.
Georgetown’s agreement with SuddenLink expired in 2010, and the statewide agreement kicked in. Fought further explained that the rates are determined and enforced at the state and federal level, and SuddenLink happens to have a strong presence in the city, both in physical assets and online.
In order to penetrate the market, another provider would need to invest just as heavily as SuddenLink did in equipment to establish itself and be able to compete with the company. No other cable provider to date has expressed interest in making such a large investment for a city with a population of just 80,000. Therefore, the city’s hands are tied.
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