Spectrum customers left without cable, deal with long wait during ‘digital transition’

The upgrade for customers in El Paso began on Feb. 6, and officials say will continue for several weeks, with different portions of the community upgrading each week through the end of February.

The change has left some customers without cable and forcing them to pick up cable boxes for each television in their house. Customers tell ABC-7 the wait to get them has taken several hours.

“When I got the box they said it was about three hours to wait,” Albert Higgs said.

Spectrum customers were left without cable during the company’s digital transition this month.

Spectrum is moving toward a 100% all-digital network, which they say will create faster speeds, more content and new features.

“We’re committed to upgrading the entire spectrum footprint to a two-way, interactive digital
service, giving customers a best-in- class TV, internet and voice experience,” Tom Rutledge,
Chairman and CEO of Charter Communications, INC. said. “By going all-digital in El
Paso and removing analog signals, we free up capacity in our network for faster internet
Speeds, more HD and on demand options and pave a path for future innovation.”

Spectrum says it notified customers of their specific upgrade date in December, but some say it was unclear who it affected.

“It was unclear for me,” Andres Urbina said.

The company says the change removes old analog signals that take up a large amount of bandwidth and replacing them with digital signals that take up less bandwidth, creating additional channels and faster service.

Spectrum also hired law enforcement officers at each location to help with traffic control in the parking lot. At least two officers were seen at the Mesa and Airport location.

In a statement Spectrum says: “Customers with a set top box or other digital device on their television set do not need to take any action. Customers with televisions that are connected directly to the cable coming from their wall outlet will need to add a set top box to continue receiving programming on those TVs.”

Depending on a customer’s current package, they can receive free digital receivers for one, two or five years. Any additional ones will cost $6.99 per box per month.

Spectrum has expanded their hours and hae extra personnel on hand to help with long lines.

LOCATIONS AND HOURS:
6510 N. Mesa St., Suite A
Mon.-Fri. 9 a.m.-7 p.m.; Sat. 9 a.m.-5 p.m.
Expanded hours Jan. 29 – March 3 only:
Mon.-Fri. 8 a.m.-8 p.m.; Sat. 8 a.m.-6 p.m.

7010 Airport Road
Mon.-Fri. 9 a.m.-7 p.m.; Sat. 9 a.m.-5 p.m.
Expanded hours Jan. 29 – March 3 only:
Mon.-Fri. 8 a.m.-8 p.m.; Sat. 8 a.m.-6 p.m.

1700 N. Zaragosa Rd., Suite 121
Mon.-Fri. 9 a.m.-7 p.m.; Sat. 9 a.m.-5 p.m.
Expanded hours Jan. 29 – March 3 only:
Mon.-Fri. 8 a.m.-8 p.m.; Sat. 8 a.m.-6 p.m.