Charter Communications began notifying customers this week in southwest Ohio about changes coming now that it has acquired Time Warner Cable.
Charter, now the second-largest cable provider in the United States, intends to phase out the Time Warner Cable name, and market its products and services under the Spectrum brand. The company eventually will switch its billing system and make other changes, but those rollouts are expected to take more than a year, a Charter spokesman said.
A personal letter from CEO Tom Rutledge was sent to around 630, 000 customers this week in southwest Ohio. In the letter, Rutledge mentions new products, service, jobs and the future.
“At Spectrum, we are working hard to redefine what a cable company can be. You will soon have access to the most advanced, fiber-rich network in the nation, ” Rutledge said in the letter.
Time Warner Cable has long been criticized for its service. The company has been ranked among the lowest for customer satisfaction among cable companies, and in 2015 it had the lowest customer service rating out of all the companies in the U.S., according to Consumer Reports research.
“We believe you deserve the best possible customer service, which is why we’re bringing over 10, 000 outsourced customer service jobs back to the United States, ” Rutledge said.
The company has over 90, 000 employees in the U.S.
The biggest adjustment will be converting the 2.13 million Time Warner Cable customers to digital. Justin Venech, a Charter spokesperson said this change could take up to 18 months. Dayton has already started the process of switching to digital. The company will finish making these changes before releasing any new products.
Charter also has begun broadcasting TV commercials about the changes.
“In the coming months you’ll hear more from us as it relates to network, product, and service improvements, ” Rutledge said. The chief executive reassured customers that their services will remain the same for now.
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