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Analysis: Time Warner Cable customers may not see quick fix from merger

17
Jan
2014

By Liana B. Baker NEW YORK (Reuters) – Charter Communications Inc, as it campaigns to win over investors in its bid to acquire Time Warner Cable, has suggested that a change in control could be a godsend to the often-disgruntled customers of Time Warner Cable. But if Charter is successful in its bid, customers of Time Warner Cable, the No. 2 U.S. cable provider, who complain about Internet speeds and video may not see improvements anytime soon. Charters track record has been on the upswing since Chief Executive Officer Tom Rutledge took over in February 2012 after leaving Cablevision. Rutledge, who spent two decades at Time Warner Cable, has vowed to improve Time Warner Cable customer satisfaction through quality operations, which results in longer average subscriber life. The problem is that Charters customer satisfaction scores are not much better than Time Warner Cables. Charter noted on a conference call with analysts on Tuesday that Time Warner Cable had the lowest customer satisfaction scores, but it neglected to mention that Charter ranks second to last in three of the four regions for video.

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