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Background
The FCC has technical quality standards that
define a basic quality of service that cable subscribers are
entitled to receive. Cable companies serving 1,000 or more
subscribers must test semi-annually to demonstrate that they meet
these standards.
What Should I Do if I Am Not Receiving a Good Quality Picture?
First check to make sure all the equipment
and wiring you own that is connected to the cable wiring works
properly, including your TVs, VCRs, and converters.
If My Problem Appears to Be With My Cable Signal, Who Do I Contact to File a Complaint?
Signal quality complaints should be given
directly to your cable company. The FCC's rules require cable
companies to have a process in place to resolve subscriber
complaints on signal quality. At least once a year, companies must
also notify subscribers of the process for resolving complaints.
What Should I Do If My Cable Company Does Not Resolve My Complaint?
Contact your local franchising authority (LFA),
which is the local city, county, or other government organization
that regulates your cable television service. The name of the LFA
may be on the front or back of your cable bill. If this
information is not on your bill, contact your cable company or
your local town or city hall.
The FCC's technical rules are generally
enforced by the LFA, which is the organization most likely to be
familiar with a local system’s operation and plant. The rules also
assist the LFA in judging the cable company's technical
performance during the franchise renewal process. This process
determines whether a cable company can continue to provide cable
service to the community.
Can My Cable Company Temporarily Interrupt My Service to Conduct Technical
Tests Required by the FCC?
Some of the tests cable companies must
perform to verify they are within the FCC’s standards may require
them to temporarily interrupt the service on certain channels.
These interruptions are generally during off-peak viewing hours
and should last no longer than a few minutes.
Does the FCC Require Cable Companies to Deliver a Signal That Allows Me To
Use My Closed-Captioned Equipment?
The FCC requires cable companies to deliver
closed-captioning data intact. This requirement allows
hearing-impaired subscribers who have closed-captioning decoders
to receive written information on the audio portion of the
programming.
How Can I Find out if My Cable Company Is in Compliance with the FCC's
Subscriber Signal Quality Standards?
The FCC’s rules require that your cable
company keep its signal quality standards in a public file at its
place of business.
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For More Information
For information about other telecommunications issues,
visit the FCC’s Consumer & Governmental Affairs Bureau Web site at
www.fcc.gov/cgb, or contact the FCC’s
Consumer Center by e-mailing fccinfo@fcc.gov;
calling 1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL-FCC (1-888-835-5322)
TTY; faxing 1-866-418-0232; or writing to:
Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, SW
Washington, D.C. 20554.
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Federal Communications Commission
