TRAI asks MSOs to not disconnect signals without 3 weeks notice

NEW DELHI: With the deadline for completion of Phase III of Digital Addressable System (DAS) approaching fast, the Telecom Regulatory Authority of India (TRAI) today said that no multi system operators (MSO) will disconnect the signals of TV channels of a linked local cable operator (LCO) without giving three weeks’ notice to such LCO, clearly specifying the reasons for the proposed disconnection. 

The Regulatory framework provides that the channels subscribed by a subscriber should not be switched off or discontinued without following the proper procedure provided in the Quality of Service Regulations for DAS, TRAI said. 

The MSOs providing cable TV services through DAS were advised not to degrade or stop or switch off any channel without following the proper procedure laid in the regulations. 

TRAI also reminded MSOs and linked LCOs that set top boxes (STBs) have to be repaired or replaced without any extra charge with new STBs within 24 hours of the receipt of the complaint. 

The complaint can be pertaining to malfunctoning from a subscriber, if the STB is covered within the warranty or it has been acquired by the subscriber on hire purchase scheme or on rental basis.

The MSOs providing cable TV services were advised to ensure rectification of consumer complaints within 24 hour under the “Standards of Quality of Service (Digital Addressable Cable TV Systems) Regulations 2012. For adhering to the timelines provided in the regulation, spare STBs may be given to the linked LCOs to ensure speedy restoration of services.

TRAI said in cable TV sector it is generally observed that the consumers approach linked LCOs for immediate redressal of their complaints. For redressal of such complaints of consumers received by the LCOs, MSOs are required to lay down proper communication procedures to register complaints through LCOs and get then addressed on priority.

The directive regarding disconnections is under the Telecommunication (Broadcasting and Cable Services) Interconnection (Digital Addressable Cable Television Systems) Regulations 2012.

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