A customer representative for Charter prepares to mail a digital set box to a customer as part of the cable company's transition to an all-digital networkCharter Communications is set to break up the monogamous relationship between cable cord and TV set, as the company introduces a new requirement that each of its customers obtain a set-top box in order to view even basic cable.
"More than 90 percent of customers already have some digital equipment in their home, now they just need a box for every TV," said Patti Michel, director of regional communications for Charter's southern region.
Customers in Cleveland, Dayton, Decatur, North Hamilton County and surrounding areas without the required equipment by Oct. 28 risk missing their favorite shows, as their expensive TV will turn into a useless plastic brick incapable of understanding the new type of signal sent by Charter.
The company's ongoing switch from analog to digital encoding, which is more efficient, is the primary driver behind the new rule. The required boxes will translate encrypted ones and zeroes into what the company claims will be a crystal clear digital TV picture.
But the hassle comes with a silver lining, as the less bandwidth-intensive digital encryption allows the company to offer more digital channels and double Internet speeds from 30 Mbps to 60 Mbps.
Other cable providers such as EPB have allowed customers with modern TVs - many of which now include a digital decoder - to continue to plug the cable directly into the TV without a leased box. But the digital encryption by Charter, similar to that already in use by Comcast, requires a proprietary box to decrypt.
Charter, like Comcast before it, is softening the blow - and the price tag - by giving customers a grace period before they must make lease payments on the boxes.
Though the standard lease rate for the digital decoder box is $6.99 per month, customers on Charter's basic tier who are affected by the change will receive at least two devices for up to two years for free, or five years for customers on Medicaid. Customers who subscribe to higher tiers of service may receive only one device for one year.
Customers on Charter's basic service tier who plug their cable directly into their television will need to contact Charter to arrange for new equipment before the Oct. 28 deadline, after which point the company's encrypted digital content will no longer be viewable. The cut off on the freebie boxes is Feb. 25, 2015, giving procrastinators a little more time to get their service restored.
"By removing outdated analog signals, we regain bandwidth in our network enabling us to provide more HD channels and open the door to faster Internet speeds and future innovation," said Tom Rutledge, president and CEO of Charter. "This upgrade speaks to the fact that Charter is providing our customers with the very best products at the very best value, and we've invested more than $2 billion in our fiber-rich network to make that happen."
Customers can call Charter to have the boxes shipped to their home for free, or can visit Charter's retail locations on King Street in Cleveland, or Cherry Street in Dayton. The company is expanding its office hours during the transition, an official said, which is currently affecting customers in Tennessee and Louisiana.
Charter has already completed the transition to digital encoding in several markets, including parts of Michigan, Missouri, Texas, California, Wisconsin, South Carolina and Massachusetts. The company plans to complete the upgrade across its 29-state footprint by the end of 2014.
Contact staff writer Ellis Smith at 423-757-6315 or esmith@timesfreepress.com with tips and documents.