The Consumer Services Department (CSD) provides the following responses to issues likely to face Cable TV subscribers in the aftermath of a storm.
Question: If I've received a bill but haven't had service during the billing period am I obligated to pay the bill?
Answer: Cable companies pre-bill their services. That means the bill you might have received recently is probably for next month's service. Check the dates on the bill. Many of these bills would have been mailed out prior to the storm. Cable companies are required to credit your account for services not received.
Question: If I owed money to the cable company for service prior to the storm am I still obligated to pay that bill?
Answer: Yes. If you had service prior to the storm, and owe money to your cable company for that period of time, you are obligated to pay that money.
Question: Will I get credit for the outage?
Answer: Call your cable operator to determine their credit policy for outages as result of a natural disaster. Keep track of the number of days you are without service and insist on a credit for the outage. If you are still without video service after power is restored to your area, you should contact your cable operator for restoration of your cable services.
Question: How long will my cable be out?
Answer: It could be a long time. Many cable companies will not be able to complete a damage assessment until electricity has been restored.
Question: If I already have electricity why isn't my cable operating also?
Answer: Although cable service is dependent on electricity, the utility lines are not the same. You may have electricity and still not have cable service for some time.
Question: How can I improve my television reception if I have electricity but my cable is out?
Answer: Hook up your television directly to a master antenna or use a set-top, more commonly known as a "rabbit ears" antenna.
For additional information contact CSD's Consumer Mediation Center at 305-375-3677.
