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B. SUBSCRIBER SERVICES AND CUSTOMER SATISFACTION <br />1. There is a need for and interest in requiring Comcast to meet or exceed the <br />FCC's customer service obligations. Comcast should be required to prove that it is in <br />compliance, and should take immediate steps to bring itself into compliance if it is not. Special <br />attention should be given to the ability to quickly contact a Comcast customer service <br />representative, the ease of getting problems repaired or resolved by Comcast, and the ease <br />of getting services installed or changed by Comcast. <br />2. Adequate PEG Access bandwidth should be made available on the subscriber <br />network (with such channels grouped together on the lowest cost tier of services). Additional <br />bandwidth /capacity should be available to enable on- demand and high definition capability for <br />PEG Access programming, and for future PEG Access purposes. All PEG Access <br />bandwidth /capacity should be provided free of charge. <br />C. PEG ACCESS <br />1. Based upon input received during the needs assessment process and the <br />experience with PEG Access in other communities, there is a need for and interest in continuing, <br />enhancing and expanding PEG Access services in the NSCC franchise area. <br />2. Any new Franchise Agreement should include provisions to: <br />a. maintain the current allocation of bandwidth to deliver all PEG Access <br />channels that are now provided to Comcast cable subscribers in the NSCC franchise area; <br />b. ensure that Comcast has sufficient bandwidth /capacity available for future <br />PEG Access purposes, to be activated in accordance with a pre - determined programming -based <br />formula, when programming amounts strain existing PEG Access bandwidth /capacity; <br />c. ensure that all PEG access channels are located on the lowest cost tier <br />of service and in a consecutive or near consecutive group of channels throughout the term of <br />the new Franchise; <br />d. ensure that each PEG Access programming service is given the same <br />channel location on the system of any Franchisee serving the NSCC franchise area; <br />e. ensure that the free PEG Access Universal tier continues to be available in <br />the NSCC franchise area; <br />x <br />11 <br />