Cable Television Policy and Administration
The City’s Department of Information Technology provides oversight and administration of the cable television franchise with Cox Communications Hampton Roads. The Cable Administrator administers the relationship between Cox and the City in accordance with its franchise agreement.
Responsibilities include ensuring that Cox meets the requirements and financial obligations stated in the franchise agreement and monitoring and regulation of the cable TV provider customer service standards. The Cable Administrator is also responsible for responding to inquiries and complaints about cable service.
Below are some of the most commonly asked questions about cable television service in Norfolk:
- Why has Verizon not made FIOS services available to City residents?
- Does any provider have an exclusive franchise in Norfolk?
- Are cable prices regulated?
- Why do other cities in the area have different channel lineups?
- Why am I billed a month in advance for service?
- What is the Communications Sales Tax?
- Cable TV Consumer Rights
- Where should I complain?
Why has Verizon not made FIOS services available to City residents?
The City has invited Verizon, in person and by letters, to enter into a cable television franchise to provide cable services to the citizens of Norfolk. Verizon told us that they appreciated our taking time to invite them in and urging them to come to Norfolk and that they understood the process. They said then and continue to say that they have not concluded that they desire to apply for a franchise.
Does any provider have an exclusive franchise in Norfolk?
No cable television, internet or telephone provider has an exclusive contract to provide service in Norfolk. The City has consistently encouraged competition in the City.
Are cable prices regulated?
Much of the regulation of cable companies is done by the Federal Communications Commission (“FCC”) and at the federal government level. FCC guidelines give the City of Norfolk the authority to regulate the rate for Basic service, the lowest available level of service, when there is no competition. Currently Norfolk does not regulate the base rate for cable service because the FCC has determined that with direct broadcast satellite providers (DirecTV and Dish Network) there is adequate competition; therefore, Cox may charge what it believes the cable-buying market will pay.
Why do other Cities in the area have different channel lineups?
FCC regulations state that basic service must contain local broadcast stations and public-education-government channels. Any additional channels are at the sole discretion of the cable company. Except for mandating broad categories of programming, i.e. family, multi-cultural, home shopping, public, educational and government, etc., the City has no jurisdiction over what channels are carried on the Cox system. Subscribers who wish to suggest other channels should send written notification to Cox addressed to Cox Public Affairs http://www.coxconnectshr.com.
Why am I billed a month in advance for service?
With utilities like electricity and water, monthly charges are based on usage and fees and are calculated at the end of a billing cycle. However, like telephone service, cable TV service has a standard basic monthly charge, usually billed a month in advance.
What is the Communications Sales Tax?
Under legislation enacted by the 2006 General Assembly, House Bill 568, the Virginia communications sales and use tax, also referred to as the Communications Sales tax, replaced most of the previous state and local taxes and fees on communications services, effective January 1, 2007. This tax replaced all “franchise fees” previously paid by cable TV service companies in Virginia.
Cable TV Consumer Rights
As a cable TV subscriber in Norfolk, you have a right to:
- Appeal to the City Cable Administrator for assistance, after contacting the cable company without satisfaction.
- A customer service center and bill payment location open at least during normal business hours.
- Service calls, installations, and disconnects during normal business hours within seven business days of the request.
- Telephone answering time of less than 30 seconds, with an additional 30 seconds maximum time to transfer the call to a customer service representative.
- A specific time for service calls within a time block equal to or less than four hours in length.
- An appointment scheduled at a specific time during normal business hours convenient to you, if the technician does not meet a previously scheduled time.
- The following materials, once every 12 months:
- Products and Services offered;
- Prices and options for programming services and conditions of subscription to programming and other services;
- Installation and Service maintenance policies;
- Instructions on how to use the Cable Service;
- Channel positions of the programming carried on the System; and
- Billing and complaint procedures.
- At least 30 days prior notice of any significant changes in the information listed above, in writing and by announcement on the system.
- Credit on your next bill of an amount equal to 1/30 of the monthly charge for loss of service for more than eight hours in any 24-hour period, other than a planned interruption.
- A billing statement that is clear, concise and understandable. Such statements must be fully itemized and include basic and premium service charges and equipment charges, all activity during the billing period including any rebates and credits.
- A response to your written billing complaints within 30 days of receipt of your complaint.
- Refund checks and service credit issued to you no later than the next billing cycle.
Where should I complain?
If subscribers have questions or problems with cable service, they should first contact Cox to resolve the issue.
Direct inquiries for Cox to:
Cox Communications
Attn: Customer Service Manager
1400 Lake Hearn Drive N.E.
Atlanta, GA, 30319
888-566-7751 TOLL FREE
Barrett.Stork@cox.com
Customers are advised not to mail any correspondence with their payment, since payments are processed at a separate address.
If subscribers are unable to settle the dispute with the cable company, or if they have additional questions, they may contact the Cable Administrator:
Cable Administrator
Department of Information Technology
401 Monticello Avenue
Norfolk, VA 23510
(757) 664-4570
terry.bishirjian@norfolk.gov
