The Town of Ghent issued a press release June 7 saying they made a formal complaint to Charter/Spectrum and to the State Public Service Commission about the cable company's failures to provide service in the town. On May 8, a representative for Spectrum, which used to be called Charter, promised new service in Ghent by June 5, but customers needed a new set top box. "A letter was sent to existing customers with instructions on how to obtain the new equipment needed. Unfortunately, the phone number on the letter provided most customers with misinformation at best. Those who called were met with answers like 'we have no information on that' or 'you don’t need a new box' or 'we have no record of you being a customer.'" And then June 5 passed with no new service. "We believe the less than adequate performance and customer service local subscribers have been experiencing during this situation flies in the face of the merger agreement with the State Public Service Commission regarding improvement of customer service," Ghent's press release read. To our friends in Ghent, we want to make you aware of all the facts as we know them regarding the situation with Charter/Spectrum cable and the upgrade that was supposed to occur on June 5, 2018. The Town was notified on May 8th by our Charter/Spectrum Representative, Mr. Kevin Egan, that existing customers in Ghent would be upgraded to the new service on June 5th, and that those subscribers would require a new set top box. A letter was sent to existing customers with instructions on how to obtain the new equipment needed. Unfortunately, the phone number on the letter provided most customers with misinformation at best. Those who called were met with answers like “we have no information on that” or “you don’t need a new box” or “we have no record of you being a customer.” As June 5, 2018 came and went confusion among subscribers increased and the Town then learned that the upgrade would not be completed as promised and most customers would not be upgraded until July 24, 2018 or later. Throughout this process we tried to share information with you as we received it, but we have been generally unable to obtain full, accurate and reliable information from Charter/Spectrum. We believe the less than adequate performance and customer service local subscribers have been experiencing during this situation flies in the face of the merger agreement with the State Public Service Commission regarding improvement of customer service. The Town has made a formal complaint to Charter/Spectrum and to the State Public Service Commission regarding this matter. We have been advised by the PSC that residents should also file their complaints at this link: http://www3.dps.ny.gov/W/PSCWeb.nsf/All/B40C096675BE10C085257687006F39E7?OpenDoc ument or call 1-800-342-3377, and we hope you will join us in doing so. Furthermore, the following individuals at Charter/Spectrum have publicly provided their contact information during this process, in case you wish to lodge your own complaint directly with them. Kevin Egan at Kevin.Egan@charter.com Michael Chowaniec at Michael.Chowaniec@charter.com Thank you and we apologize for your frustration during this upgrade process.