Eighty percent of Charter Spectrum subscribers across New York state want more options for cable and broadband services.
That was one of several troubling findings in a recent survey for the telecommunications and media company, which is in the process of navigating several challenges to its business.
The survey, conducted by New York-based Honan Strategy Group earlier this year, asked 500 Charter customers in the New York City and Western New York regions a series of questions evaluating their attitude toward the company, one of the largest cable and broadband providers in the state. It concluded at the end of January.
The results reveal widespread frustration with Charter Spectrum’s services. In addition to the finding that New Yorkers want more options for cable and broadband providers, two thirds of Charter customers say they’re considering “cutting the cord,” or cancelling their cable subscriptions altogether. This mirrors a broader customer exodus from the company: Last month, Charter reported losing 257,000 video subscribers in the final quarter of 2023, sending its stock price tumbling.
The news could not come at a worse time for Charter, which has already attracted the ire of consumers and elected leaders across the state for a string of controversial decisions in recent months. At the end of January, it raised monthly rates for subscribers, including its affordable internet program for low-income customers. That marked the second time the company had raised prices in six months.
Those affected by the rate hikes clearly weren’t happy: The Honan survey found that 5 customers say the news makes them more likely to discontinue their service.
Charter has argued that increased fees from programmers are forcing the company to pass costs on to consumers, creating what they term a “vicious cycle.”
But according to the survey, customers aren’t buying it: 55 percent believe the increase in prices is not justified, and 51 percent say it’s not fair.
Charter is also reportedly looking to acquire cable rival Altice USA, a merger that would cause further consolidation within the industry.
This isn’t the first time Charter has gotten itself in hot water: In September of last year, a carriage dispute between Charter and Disney caused a 12-day blackout on Disney’s programming lineup for roughly 1.5 million subscribers across the state, disrupting access to channels like ESPN and ABC and causing them to miss marquee live sporting events, including the US Open. The controversy led Governor Kathy Hochul to demand Charter provide rebates to all affected customers.
But the survey reveals that Charter failed to follow through: 58 percent of respondents say they never received any kind of rebate. This, despite the fact that the company was reportedly offering customers a $15 credit on their bill for the disruption in service.
Queens Assemblymember Catalina Cruz recently wrote a letter to Governor Hochul urging her to back stronger consumer protections in the wake of the cable blackout. “If customers pay for a service, they should get what they pay for,” she wrote in the letter. “We urge you to advance policies that protect this fundamental principle for our state’s cable customers.”
Learn more about New Yorkers for Better Broadband.
