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Fidelity Working Hard to Improve Service in Marshall, Texas

MARSHALL, TEXAS, November 5, 2012 —Since purchasing the Cobridge Cable TV system in Marshall in January, Fidelity Communications has experienced numerous problems due to the condition of the plant it inherited, as well as a major fiber cut that knocked out service for several hours.

To prevent future outages and to upgrade the quality of service, Fidelity is taking aggressive steps to improve its Cable TV and Internet plant and create more efficient interaction between customers and Fidelity customer care representatives.

Capital improvements totaling more than $1.4 million include investing in redundancy that allows services to be rerouted to another path when a problem occurs, keeping them up and running. The redundancy should be in place by year’s end.

Fidelity also completely revamped its head end, where TV signals are received and retransmitted to subscribers. The old head end was located in a tin shed with no concrete foundation. It’s been replaced with a concrete structure engineered to withstand an F4 tornado. “If a massive storm rolls through, we’ll be much more likely to keep cable services up and running,” added Andy Davis, Fidelity General Manager.

Fidelity recently sent four of its top technicians to “sweep” the Marshall system to check for interference that can affect Internet, phone and Cable TV service, and then repair and monitor those issues to prevent a reoccurrence. “They’re analyzing every inch of the plant to find any deficiencies,” Davis said, and checking for unauthorized hookups that typically cause additional interference, affecting paying customers’ service.

A new service crew has also been added in Marshall to keep up with the workload. Also, to address long hold times and appointment scheduling issues experienced by customers using the 1-855-262-7434 customer service number, Fidelity has opened a new Contact Center staffed by eight experienced customer service representatives trained to handle trouble issues. The new Contact Center staff represents a 33 percent increase in CSRs answering calls from the Marshall area.

In late September, Fidelity converted to an all-digital TV system in Marshall and added 70 new cable channels, including 40 high-definition (HD) channels and more than 20 digital channels. Fast Internet, with up to 16 Meg download speeds, is now available with faster speeds on the horizon. Local and long distance home phone service also are offered at competitive rates.

Fidelity Communications is a family-owned Internet, Cable TV and phone company headquartered in Sullivan, Missouri. Fidelity has been providing services in Missouri for more than 60 years and in Lawton, Oklahoma for the past four years. With the purchase of 14 systems from Cobridge, Fidelity now provides services to around 60,000 customers in five states.

Contact: Craig Montgomery
Fidelity Communications Co.
Tel: 573-468-1294
Fax: 573-468-7986

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