CableLabs and CTAM have embarked on a new initiative designed to stem churn when existing cable subs move out of the neighborhood. CableLabs and CTAM began testing the "Cable Movers Hotline" in September 2002, followed by a phased launch early this year. About half of the cable subs in the U.S. who may relocate could be offered the service by the end of this summer, with a full, national rollout expected by the second quarter of 2004.
The Hotline will involve the transferring of calls made by cable "movers" to their existing cable company over to inbound customer service representatives at their new local cable provider.
The Hotline is based on Go2Broadband, CableLabs' Internet-based service locator. Time Warner Cable Senior VP, Strategy and Development Kevin Leddy is heading it up for CableLabs. The CTAM counterpart is Joe Rooney, senior VP of marketing for Cox Communications. In addition to TWC and Cox, the following MSOs are among the Hotline participants: Adelphia Communications, Bright House Networks, Cablevision Systems, Charter Communications, Comcast Cable Communications, Insight Communications and Mediacom Communications.