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Written by Clive Bacchus

St Kitts and Nevis (WINN): The St. Kitts Nevis Cable Communications Ltd, popularly known as The Cable, is about to undergo a major overhaul according to the new management of the majority owned government entity. Customers have long complained about poor responses to their complaints, television channels being removed from their paid bundles without notice or explanation and cable set-top boxes that seem beyond repair.

Recently appointed Chief Executive Officer of The Cable, Pat Walters and team appeared on WINN to outline approaches to resolving some of the issues.

Ms Walters said, “I think the most frequent question I personally have received since coming here is what’s happening with the tv service? You’ve seemed to run out of set-top boxes, what are you going to do to address the problem? So head on let me say that we are in the process of completely upgrading our tv service, the set-top boxes that you have now will no longer be the set-top boxes that we will be using in the future and within a few months we should be starting the roll out of the new tv service. It will be much better than it is now. And I wanted to say thanks for staying with us we do appreciate the loyalty of our customers, we apologize for the many, many months of inconvenience and we thank you for your patience.”

Years ago management requests to increase customer charges to finance upgrades of a company established since 1983, and majority owned by the government since 1990, were rejected by the government.

Apart from cable television channels, The Cable offers broadband internet and Voice Over IP services, and is coming under increased competition from telecom providers and internet service providers.

Ms Walters promised to listen to what her customers had to say.

“…I am a true believer in setting a strategy based on your customers and so understanding our customers, understanding what it is that our customers want is what will lead our strategy. …We’ve already started reaching out to our customers to find out what it is that you want, what channels do you want to see on the tv, what speeds do you want on broadband, how do you want to connect and communicate with us as an organization, what is it that you want and then we’ll adapt our strategy to make sure that we do that.”