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As a District cable television consumer, you have the following rights:
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| 1. |
Consumers are entitled to receive high-quality cable television service including a clear picture and programming that meets consumer needs. |
| 2. |
Consumers should expect to be notified at least 48 hours in advance of any scheduled interruption of cable television service. |
| 3. |
Consumers have the right to receive dependable service, free of unnecessary outages. Consumers shall be credited one-day’s worth of service upon request for any service outage over 4 hours, and automatically for any outage over 12 hours. |
| 4. |
Consumers are entitled to receive at least 30 days notice, prior to any changes in programming, channel line-up, rates or terms of service. |
| 5. |
Consumers have the right to speak with a customer service representative by telephone within a reasonable amount of time or in person and receive courteous, professional and knowledgeable assistance from such representative. |
| 6. |
Consistent with applicable law, consumers are entitled to request and to receive an appointment within 7 days of ordering service for a standard installation or upgrade of services. |
| 7. |
Consumers are entitled to the prompt repair of service interruption or television reception problems. Total loss of picture shall be repaired within 24 hours of a consumer’s notification to a cable operator. All other reception problems must be repaired within 48 hours of consumer’s request. |
| 8. |
Consumers are entitled to schedule service appointments to occur within a reasonable period of the day and not to exceed a 4-hour appointment window. |
| 9. |
Consumers have the right to an accurate monthly bill that contains all pertinent information including: payment due date, an itemized listing of all charges and fees and the late fee assessment date. |
| 10. |
Consumers have the right to disconnect service at no charge, except for the payment of any outstanding account balance. |
| 11. |
Consumers are entitled to have appointments honored by the cable operator. An appointment may not be cancelled by the cable operator after close-of-business of the day prior to the appointment without reasonable attempts to contact the consumer on location. |
| 12. |
Consumers are entitled to receive a copy of the work order describing all work performed during an appointment. |
| 13. |
Spanish-speaking consumers have the right at all times to speak to a Spanish-speaking service representative. |
