Exhibit 4.8.6.a. Complaints - text version

There are two graphs on this figure, the first titled “Have you made a complaint about your TV services within the last 12 months?” is a horizontal bar graph showing the proportion of people who have made a complaint about their TV services in the last 12 months. The 1060 respondents who subscribe to a TV service in the 2020 survey answered as follows:

• Yes, 23%
• No, 74%
• Don’t know, 3%

The 1107 respondents who subscribe to a TV service in the 2019 survey answered as follows:

• Yes, 23%
• No, 75%
• Don’t know, 2%

The 1096 respondents who subscribe to a TV service in the 2018 survey answered as follows:

• Yes, 27%
• No, 70%
• Don’t know, 3%

The second graph, titled “Subjects of complaints” is also a horizontal bar graph and shows a breakdown of the reason for complaints about TV service in the last 12 months. The 255 respondents in the 2020 survey that have made a complaint about their TV services in the past 12 months answered as follows:

• Incorrect charge on bill, 32%
• Inadequate quality of service, 22%
• High price, 13%
• Change to contract without notice, 12%
• Misleading information about contract, 10%
• Price increase/change, 5%
• Service not working, 5%
• Not receiving channel, 5%
• Problem with equipment, 6%
• Service calls, 5%
• Other, 5%

The 303 respondents in the 2019 survey that have made a complaint about their TV services in the past 12 months answered as follows:

• Incorrect charge on bill, 20%
• Inadequate quality of service, 17%
• High price, 12%
• Change to contract without notice, 13%
• Misleading information about contract, 5%
• Problem with equipment, 6%
• Price increase/change, 12%
• Service not working, 8%
• Not receiving channel, 7%
• Service calls, 5%
• Other, 21%