The following information outlines the rights of the consumer and the responsibilities the companies providing cable television service.
Office Hours
Payment and equipment return centers must be open from 9:00 a.m. to 6:00 p.m. Monday through Friday, as well as some weekend and evening hours.
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Telephones
The cable company must have a toll free telephone number. Their telephone system has to be adequate to allow you reasonable access, and must be so operated that your complaints and requests for repairs may be received at any time twenty-four (24) hours a day, each day of the year. Under normal operating conditions, telephone answer time by a customer service representative, including wait time, and the time required to transfer your call, must not exceed thirty (30) seconds. The cable company must have knowledgeable, qualified company representatives available for your calls.
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Installations
Standard installations must be performed within seven (7) business days after an order is placed; provided the cable company has been able to obtain any necessary easements or other consents necessary to complete the installations. "Standard" installations are up to one hundred twenty-five (125) feet from the existing cable distribution system.
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Service Calls
The cable company is required to respond to your service interruptions promptly and in no event later than twenty-four (24) hours after the interruption becomes known. They must schedule appointments either at a specific time, or a four (4) hour time block or shorter. If they are running late for your appointment and will not be able to keep the appointment as scheduled, they must contact you by telephone and reschedule as necessary at a time that is convenient for you.
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Refunds/Credits
The cable company must refund your money and/or make credits to your account within your next billing cycle, following the resolution of your request and/or the return of their equipment if service was terminated.
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If you cannot resolve a dispute directly with your cable operator and would like to file a complaint against your cable operator, call the State of Florida's Department of Agriculture and Consumer Services toll free number at (800) 435-7352.
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