How to Enforce Cable Consumer Rights

Cable service, once a high-tech novelty, has become a standard feature in most American homes. It provides families with access to a large number of channels that are not available with basic television reception, and can also be used for computer and phone services. However, due to the nature of the industry and the lack of enough competitors, customers may find that the service or rates they receive are not completely satisfactory. In such cases, there are ways to enforce your consumer rights.

Instructions

Difficulty: Easy

1. Try to resolve the issue with your cable company. Call the customer service department and state your complaint. If you decide to send a letter, make a copy of it for your records and be sure to include copies of supporting documents.
2. Find out what the rules are for cable companies. The FCC regulates cable companies and ensures that they maintain practices that encourage competition in the industry. Be aware that the FCC is not involved in program selection. However, it will step in if the programming is indecent and if the number of commercials broadcast during children's shows is excessive.
3. File a complaint with the FCC. Although the FCC does not handle cable programming complaints, it can handle all other cable-related issues. Visit the FCC's website and file your complaint using the form titled "General Communications Related Issues" (see Resources below).
4. Search for a Consumer Affairs office in your state that will handle complaints about cable companies. Each state has a variety of offices that handle different consumer affairs, helping to enforce various consumer rights. The Consumer Action website provides a search tool which you can use to locate the consumer affairs offices in your state (see Resources below).
5. File a complaint with your local cable franchise authority, which can deal with complaints regarding the rates or the service offered by your cable company. The franchise authority is responsible for granting franchise licenses and renewals to cable companies. If it receives enough complaints about the performance of a cable company, it may refuse to renew that company's license.
6. Check your cable bill for the name of your local franchise authority. It may be printed at the back of your cable bill. If not, you can ask for it from your cable company.

Tips & Warnings

• Be clear about the resolution you are seeking when you file a complaint. This helps speed the process.