1 PUBLIC ALERTS

    

CONTACT US

Have a comment, suggestion, or request? Contact us using our online request portal.

434-856-2489

M-F, 8:30 AM - 5:00 PM

 

 

    You are here

    Home » Information Technology » Cable Television Franchises » Cable Television - Frequently Asked Questions

    Cable Television - Frequestly Asked Questions

    Select a topic:

    Cable company not answering the phone promptly

    Complaints about the cable company's billing and/or other business practices

    Pricing, packages, promotions and channel line-ups

    Privacy, obscenity, loud commercials, and other broadcast issues

    Complaints about the cable company's action in the public right of way

    Signal Quality

    Internet (broadband) services
     

     

    Q. Who do I contact if I do not feel that the cable company is answering my phone calls promptly?

    A. The FCC standard is for the cable company to answer its phones within  30 seconds 90% of the time.  If you feel that your calls are not being answered according to this standard, you can file a complaint with the City of Lynchburg.  Contact the Citizens First Center by calling 434-856-CITY (2489) or on the web at  https://webapps.lynchburgva.gov/lucitycitizenportal/Default.aspx?FUI=citizenreq.

    Q.  Who do I contact if I have a complaint about the cable company's billing practices or if I think that I am a victim of unfair business practice by the cable company?

    A. The Virginia Office of the Attorney General – Consumer Protection Section may be of assistance.  You can file a complaint through their website at  www.ag.virginia.gov/ComplaintTopicSelector.  Once on the site, please follow the steps listed below:

    • For Step 1: select "Utilities"
    • For Step 2: select "Cable TV - Billing, Service"
    • For Step 3: select "Any other locality in Virginia"

    From the next page, you will see contact information for calling or mailing the Consumer Protection Section.  You may also register your complaint through the link to their “Online Complaint Form”, or by downloading a complaint form through the link to “Complaint Form (PDF)”.

    The FCC may also be of assistance.  Visit the FCC Cable Television Consumer Guide to read about CATV issues handled by the FCC and to file a complaint.

     
    Q.  Who do I contact if I have a complaint about issues such as rates, pricing, packages, promotions and channel line-ups?

    A. These are largely unregulated since Congress removed regulation of such matters in the 1980's and 1990's. However, you can file a complaint with the FCC.  See the following links:

                   Regulation of Cable TV Rates

                   Choosing Cable Channels

    Q.  Who do I contact if I have a complaint about issues concerning privacy, obscene programs, false advertising, loud commercials, etc.?

    A.  The FCC may be of some assistance with a variety of issues.  View a list of the types of issues that the FCC can address and/or file a complaint at the FCC Consumer Help Center for TV.

    Q.  Who do I contact if I have a complaint about the cable company’s actions in the public right-of-way such as digging up streets or low hanging cable over a road?

    A.  Contact the City of Lynchburg’s Citizens First Information Center by calling 434-856-CITY (2489) or on the web at https://webapps.lynchburgva.gov/lucitycitizenportal/Default.aspx?FUI=citizenreq.

    Q.  What do I do if the signal quality of my CATV is poor?

    A.  The FCC has an excellent description of what you should do at Subscriber Signal Quality Standards.

    Q.  Who do I contact about issues related to Internet (broadband) services provided by my cable company?

    A.  The FCC may be of assistance with this type of issue.  View the list of Internet issues that the FCC can address and/or file a complaint at the FCC Consumer Help Center For Internet.  The Virginia Attorney General’s Office of Consumer Protection may also be of some assistance. Call 1-800-552-9963. 
     

    No votes yet