Madison's Cable TV Regulatory Coordinator

Cable Information: Your Rights as a Subscriber

These rules come from both the FCC Consumer Service Standards and from City of Madison Ordinances. If you experience problems that you feel violate these rules, or experience other cable problems, fill out the Cable Complaint Form, or call the City of Madison's Cable TV Regulatory Coordinator at 261-9115.

Getting Installed

Once you call to have cable installed, the company has 7 days to hook up the cable, as long as it is a standard installation. When setting up the appointment for installation, the company can do one of two things:

1) set up an exact time for an appointment; or

2) give you a maximum of a four-hour window when they will come. Note that the four-hour window is a maximum. If for some reason the company cannot make the appointment, they must contact the customer and reschedule the appointment at your convenience.

Repairs

If you experience a service interruption (the loss of picture or sound on one or more channels), the cable company must begin working on the problem within 24 hours of the time they find out about the problem.

For other service problems, they must begin on the problem on the next business day after they find out about the problem. The rules covering appointments when installing cable also apply here.

Getting credits for service interruptions: Under state law, there are certain times when the cable operator must give credit for the time when your cable service is interrupted.

1. If cable service is interrupted for more than 4 hours in one day and this interruption was caused by the cable company, you can get credit for one day of cable service.

2. If cable service is interrupted for more than 4 hours in one day, and this interruption was NOT caused by the cable operator, you can get credit for one hour of cable service.

BUT... You must request this credit in order to get it. Make sure you notify the cable operator as soon as there is a service interruption so you get your full credit.

Customer Service

When calling the cable company during normal business hours, you should not be waiting more than 30 seconds on the phone. This also applies if your call is being transferred. In addition, customers should not get a busy signal more than three percent of the time.

If you call after normal business hours and leave a message, the cable company must return your call the next business day. They must also maintain "normal business hours," which must include evening hours at least one night a week and/or some evening hours.

Billing

Your bills are required to be "clear, concise, and understandable." If you dispute your bill, do so in writing and to the local cable office; you may also want to send a copy of any correspondence to the Cable TV Regulatory Coordinator. Under the law, when you dispute a bill in writing, the cable operator has 30 days to respond to your letter. If you do get a refund, they must issue it to you:

1. By the next billing cycle or 30 days, whichever is earlier;

2. If you terminate your service, when you return the equipment supplied by the cable company.

What To Do If You Have Problems:

Call or write your cable operator. You may also want to send a copy of the letter to the City of Madison's Cable TV Coordinator if you are concerned the problem may not be resolved immediately.

If the problem still isn't resolved, fill out the Cable Complaint Form or contact the Cable TV Coordinator at 261-9115 for more information.

FOR MORE INFORMATION ON CABLE ISSUES:

The BTRB (Broadband Telecommunications Regulatory Board) for the City of Madison holds frequent meetings on cable and other telecommunications issues. The public is allowed to appear and make comments at these meetings. To find out the time and date of the next meeting, call 261-9115.

The FCC's Cable Services Bureau regulates cable on a national level. Their website is http://www.fcc.gov.

MADISON CABLE BOARD

210 MARTIN LUTHER KING JR., BLVD, #401

MADISON, WI 53709-0001