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1. 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.

2. 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.

3. 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.

4. 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 such as the following:

• Educational and government
• Family
• Home shopping
• Multi-cultural
• Public, etc.

The City has no jurisdiction over what channels are carried on the Cox system.

5. 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.

6. 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.

7. What are the 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 fewer 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:
  • Billing and complaint procedures
  • Channel positions of the programming carried on the System
  • Installation and Service maintenance policies
  • Instructions on how to use the Cable Service
  • Prices and options for programming services and conditions of subscription to programming and other services
  • Products and Services offered

• At least 30 days prior notice of any significant changes in the information listed above, in writing and by an 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.

8. 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
  Attention: Government Affairs
  1341 Crossways Boulevard
  Chesapeake, VA 23320
• Phone: 757-222-1111