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Pleasanton council asks city secretary to request Spectrum compensation for local customers' 'Invisible Internet' problems
Summary
Council directed staff to submit a formal request to Spectrum seeking fee waivers and one year of free 'Invisible Internet' service for Pleasanton businesses and residents affected by poor connectivity; council also asked Spectrum to publicize enrollment and assistance materials.
Councilmember Ferguson moved to direct the city secretary to promptly submit the council's request to Spectrum seeking discounts and fee waivers for the provider's 'Invisible Internet' service for Pleasanton business and resident customers who request it. Ferguson told the council the service includes a cellular‑backed SIM card in the modem that automatically provides backup when the wired connection drops.
The motion asked Spectrum to offer one year of service at no charge for eligible customers (customers would still pay for equipment in the motion as described) or to cover equipment costs if the stated $99 equipment fee and $20 monthly upcharge were incorrect. Ferguson asked staff to publicize instructions and forms on how residents sign up and to report Spectrum's response to the council immediately. The council approved the motion.
Why it matters: the action is a consumer‑service step aimed at addressing recurring complaints about broadband reliability by seeking provider concessions and clear enrollment pathways for residents and businesses.
Next steps: the city secretary will submit the request to Spectrum and report back; staff will prepare outreach materials to explain enrollment options if Spectrum agrees to offer discounts or waivers.
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