There were too many elderly residents without telephone service, Saunders said.
LUDLOW - Selectmen told representatives from Charter Communications they were disappointed with the communication between the company and the Police and Fire Departments following the Oct. 29 snowstorm.
Selectmen Chairman Aaron Saunders said the town received no communication from Charter Communications until Nov. 1 following the Oct. 29 snowstorm after which the town lost power.
“This is not just a matter of people being without their HBO,” Saunders said.
He said many residents purchase a package from Charter Communications in which they get their telephone service from Charter as well as their Internet and television service.
There were many elderly residents in town without telephone service, Saunders said. He added that the Police and Fire Departments did hundreds of wellness checks during the week after the Oct. 29 snowstorm.
“People were calling from across the country asking us to check on their elderly mothers and grandmothers,” Saunders said.
He added that the town in the future needs better communication with Charter Communications.
The town cannot afford the overtime to make so many checks because there is no telephone service, he said.
Other selectmen criticized Charter because cable lines were down across the road during the week following the storm.
Thomas Cohen, a spokesman for Charter Communications, said the services provided by Charter could not be restored until power was restored in the town.
“We're getting the message that we have to communicate better,” Cohen said.
Selectman William Rooney said Charter’s customers should not have to apply for a credit for the days they were without service.
Rooney said in his opinion Charter should reach out to its customers and automatically credit customers with a credit for lost service.
Cohen said customers will have to apply for the credit.
He added, “We will work harder on communication next time.”
