MCLENNAN COUNTY, Texas — Ralph Hays has lived at Quail Crossing RV park in Speegleville since Dec. 2017. Hays said has been a Spectrum customer since he moved in and has paid every month. In Oct., services were cut off with only a few weeks notice.
"Got a letter from spectrum saying they were shutting us off, not giving too many details why," Hays said. "Were just trying to figure out why and get re-established."
Hays is a freelance graphic designer and relies on internet service for work. When he couldn't get a straight answer why services got shut off Hays called 6 News.
Spectrum sent a letter to Hays in late Sept. that stated "At the direction of property management we can no longer provide services to Quail Crossing RV Park."
Park Management told Hays that this wasn't true and they were trying to get services restored. When 6 News spoke to park management, owner Cora Wilson explained they never wanted services to be disconnected in the first place.
Quail Crossing originally had a "bulk contract" with Spectrum for cable TV service to all residents, but many residents didn't use it. Others paid Spectrum directly for high speed internet or additional channels. Wilson said she was told by her account manager in March it was possible for residents to get all services directly from Spectrum, which is more efficient for the RV park.
"They told me March 22nd that we could cancel the bulk account, there was a procedure, and we could continue to offer services to our customers as long we signed a 'right to entry' to the property." Wilson said.
Wilson said Quail Crossing canceled their bulk contract, but never saw the new agreement. Later in October, Wilson said the same account executive told her residents actually could not get individual services without a bulk account after all.
When 6 News reached out to Charter Regional Communications Director Brian Anderson via email, he said there was never an option for RV Park residents to get services without an bulk services agreement.
"RV park residents may choose to receive additional services from Spectrum at their discretion. However, there must be a bulk services agreement in place with the RV park for them to have this option," Anderson wrote.
Wilson said she is now still waiting on Spectrum to provide a new contract. Anderson confirmed they are moving in that direction.
"Spectrum representatives have been engaged with the park’s ownership and are working toward a new bulk services agreement," Anderson wrote.
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