said by MCMD cable modem customer service standards
»www.montgomerycountymd.gov/conte···creg.pdf :

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(3) Under Normal Operating Conditions, the following standards shall be met by the cable operator at least seventy five (75) percent of the time, measured quarterly.

(A) Telephone answering time shall not exceed thirty (30) seconds, and the time to transfer the call to a customer service representative (including hold time) shall not exceed an additional thirty (30) seconds.

(B) A customer will receive a busy signal less than three percent (3%) of the time.

(C) When the business office is closed, an answering machine or service capable of receiving and recording service complaints and inquiries shall be employed. Inquiries received after hours must be responded to by a trained representative of the cable operator on the next business day. To the extent possible, the after-hours answering service shall comply with the same telephone answer time standard set forth in this Section.
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said by MCMD cable television customer service standards
»www.montgomerycountymd.gov/mcgtm···hise.asp :

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(3) Under Normal Operating Conditions, the following standards shall be met by the Franchisee at least ninety (90) percent of the time, measured quarterly.

(A) Telephone answering time shall not exceed thirty (30) seconds, and the time to transfer the call to a customer service representative (including hold time) shall not exceed an additional thirty (30) seconds.

(B) A customer will receive a busy signal less than three percent (3%) of the time.

(C) When the business office is closed, an answering machine or service capable of receiving and recording service complaints and inquiries shall be employed. Inquiries received after hours must be responded to by a trained representative of the Franchisee on the next business day. To the extent possible, the after-hours answering service shall comply with the same telephone answer time standard set forth in this Section.
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said by JT's letter to Christy :

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Greetings Christy Reap,

I read the press release you issued January 18 about FiOS in Damascus and Gaithersburg. I am excited that Verizon is deploying FiOS in parts of Montgomery County. Hopefully, my neighborhood will not be forgotten.

I live in Randolph Hills, served by the Verizon office on Montrose Road. Although Verizon's database indicates DSL is available here, it is not. Due to the distance we live from the Montrose Road office (19,600 cable feet), DSL is simply not possible. DSL is available to some parts of my community, but not at my home.

This is why I have such high hopes that Verizon will deploy FiOS here - the sooner the better! Unfortunately, Doug Breisch (manager of Rockville's Department of Technology Services) will not issue permits to Verizon for FiOS upgrades within Rockville city limits until Verizon obtains a television franchise.

Do you have any information about the status of the television franchise with Montgomery County? Do you know when Verizon plans to offer FiOS from the Montrose Road office? I signed up to receive notifications from Verizon about a year-and-a-half ago, but I have never heard anything.

Regards,
J* T*
{Full Address and Phone}

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