The County’s cable operators are required to comply with certain customer service standards prescribed by federal law, the County Code, and the franchise agreements the County has with each cable operator.  These standards include items related to telephone answering, business offices, maintenance services, credits for service outages, complaint procedures, signal quality, notices of rate changes, and billing clarity, among other things. If you are having a problem with your cable service, that relates to items such as billing, missed appointments, service outages, poor video quality, and wait times when calling the company, please try to resolve the problem directly with your cable operator. If you have exhausted all efforts to resolve the problem yourself, you can:

• file a complaint on-line with the Consumer Affairs Branch
• download a complaint form (19 KB PDF file)
• e-mail the Communications Policy and Regulation Division and Consumer Affairs Branch 
• contact the Communications, Policy and Regulation Division by telephone at 703-324-5902, TTY 711, or the Consumer Affairs Branch by telephone at 703-222-8435, TTY 711

The Federal Communications Commission’s cable TV customer service standards can be found here.

The County’s cable TV customer service standards can be found on pages 51-62 of the County’s Cable TV Ordinance found here.

Information for your cable bill can be found here: Understanding and Reducing Your Cable Bill (FAQ)