The Federal Communications Commission has imposed detailed customer service standards on the cable television industry and has warned cable operators that they could lose their franchises if they do not comply with these new standards.
Cable companies are now required to:- Answer their phones within 30 seconds of receiving a call at any time of day.
- Begin working on service disruptions within 24 hours of being notified of a problem.
- Notify customers of changes in rates, programming or channel positions at least 30 days before they take effect.
The FCC also mandates that cable service workers show up for an appointment within a four-hour time period. However, this rule has some flexibility. If a cable worker cannot keep an appointment, the cable company is allowed to call the same day and reschedule the appointment if necessary.
The FCC also requires that subscribers be allowed to buy pay-per-view and premium channels without first having to buy service beyond the basic level. And local broadcasters can insist that their cable stations be carried on cable systems or receive royalties for the programs that are carried on cable.