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Strengthening Communities

Charter’s Commitment to its Customers in Lexington, KY and Across our National Footprint

August 23, 2017

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At Charter, we consider it a privilege to be in the homes and businesses of more than 26 million customers including more than 700,000 in the state of Kentucky. It’s why we are dedicated to pursuing a customer focused approach defined by a commitment to provide straightforward, high-value products delivered by quality customer service. And because we don’t require annual contracts, we are accountable to our customers every day.

Tomorrow, we are participating in a public meeting in Lexington, Kentucky where we will have the opportunity to reaffirm our commitment to our customers and answer their questions to better ensure that they are enjoying the best possible experience with us.

Here is what we would like our customers in Lexington to know.

First, we offer simple, easy to understand packaging using consistent pricing so that all of our customers pay the most competitive price regardless of whether they live in a big city or rural town. Spectrum’s pricing model also means our customers face fewer added fees like modem rentals, sports surcharges or early termination fees. We also don’t engage in usage-based billing or impose data caps so customers can use our fast broadband for data-hungry apps like video streaming and gaming without worry that they will be charged more.

Second, we want to assure our customers in Lexington and across the 41 states we serve, that they are receiving the most robust and innovative products and services at a better value. For instance, our broadband speed of 60 Mbps is the fastest entry-level speed on the market. Our customers also enjoy access to more than 200 HD channels and thousands of titles On Demand, as well as to our Spectrum TV App which allows them to stream hundreds of live channels and over 25,000 On Demand shows on their smartphones and tablets, as well as on other platforms in the home like Xbox and Roku.

Charter is committed to helping grow American jobs and we’re proud to employ more than 3,000 Kentucky residents. We’ve committed to hiring 20,000 employees by 2020, most in customer service positions, in part by ending our reliance on the offshore call centers used by Time Warner Cable. Bringing these customer service jobs in-house means better trained representatives who can provide technical support and answer questions, as well as greater quality control over customer interactions.

Finally we are doing our part to help bridge the digital divide and strengthen the communities we serve. Spectrum Internet Assist offers low-cost, high-speed broadband to eligible low-income families and senior citizens who might otherwise not be able to afford it.

We’re proud to serve the Lexington community and others like it providing the products and services that help enrich our customers’ lives. While we are constantly working to enhance the customer experience, we remain grateful for the opportunity to serve our customers and look forward to doing so for years to come.