When our cable was disconnected by [a construction team], it was only after calling the Montgomery County Cable Office that we were "connected" to the appropriate personnel to correct the problem
To file a complaint, please call 311 between the hours of 7 am and 7 pm and ask to file a cable complaint. Complaints can also to be filed electronically using our on-line complaint formvia 311. if you have pictures to share of your submitted 311 complaint, please e-mail to [emailprotected]. Be sure to include your name, service address and daytime contact phone number so that we may follow-up with you.
Our Approach
Montgomery County offers assistance resolving cable and Internet service issues with franchised providers Comcast, RCN and Verizon. Subscribers should first contact the cable or broadband provider to resolve; if the issue is not resolved by the provider, the County will escalate the complaint and work to obtain the relief available under local or federal law. Complaints regarding damage from cable provider construction to yards, damage to outside cable equipment, and other construction issues can be reported directly to the Office of Community Technology without having to first contact the cable provider. If the subscriber's direct effort with the vendor, nor the Office of Community Technology's assistance yields a satisfactory solution, the issue may be escalated to the attention of the CCC.
Types of Complaint Services
The County has authority to enforce the customer service provision agreed to Comcast, RCN and Verizon in their franchise agreement with the County. The County also has authority to enforce the cable and broadband compliance provisions of the County Code. Under State law, the Maryland Public Service Commission has authority to address landline telephone issues. In addition, the Office of Consumer Protection can assist with mobile telephone billing issues. The Federal Communications Commission will also accept complaints regarding program content, accessibility, “slamming,” “cramming,” and do not call violation complaints. Consumers can contact the Office of Community Technology to help determine which agency can provide the best assistance.
Billing and Credit Complaints
Billing and Credit Complaints
Cable subscribers are entitled fair and accurate billing. To assist with resolution of a billing issue or credit request, the following information is necessary:
- Name
- Service Address
- Daytime Contact Phone
- Nature of the billing issue (e.g., fees for service not ordered, failure to receive an offered credit, payment posting issues, end of promotional rates, etc.)
- What action, if any, the cable provider took to resolve the issue.
Cable, Internet, and Digital Telephone Service Interruptions
Cable, Internet, and Digital Telephone Service Interruptions
The County can request that the cable provider check its outside wiring into your home and any cable operator supplied equipment to determine if there is a technical problem. The County can in some case also obtain credits for service interruptions. To assist with resolution of a service issue, the following information is necessary:
- Name
- Service Address
- Daytime Contact Phone
- What service was affected or interrupted and how long the interruption lasted.
- What action, if any, the cable provider took to resolve the issue.
Construction Complaints
Construction Complaints
The County also offers on-site inspections to assist consumers with cable equipment located in yards and throughout neighborhoods. Complaints regarding damage to outside cable equipment, temporary cables, damage to yards from cable and broadband construction can be reported directly to the Office of Community Technology. To assist with resolution of a construction issue, the following information is necessary:
- Name
- Address of person filing the complaint
- Daytime Contact Phone
- Address or location of the construction issue
- Description of problem (e.g., unrepaired damage to yard, wires or other construction materials left behind, want to know what company is performing construction in my neighborhood and for what purpose, construction left unfinished for longer than 30 days, such as temporary cables left on ground, damage cable provider equipment, hanging wires, damage to sprinkler systems or electronic animal fences, etc.)
Limits to the County's Cable & Broadband Compliant Resolution Authority
Regarding cable and broadband complaints, the County has authority to assist subscribers with billing and credits, service quality, service interruption and outages, damage from construction issues. The County has no authority to order the cable providers to carry specific channels, offer a la carte per channel pricing, or reduce the cost of cable or Internet service. The County has limited authority to ensure that the rates for cable equipment and limited basic service (i.e., local broadcast and cable channels) comply with federal rate regulations.
