Customer Service
FAQ
Our objective in the Office of Cable Television is to provide
high quality customer service in the following ways:
- Treat our
customers with enthusiasm, courtesy and respect
- Promptly
answer our customer's questions with accurate, objective information
- Resolve our
customers' needs with the fewest number of calls possible
- Provide educational
information to our customers about the resources we manage, they
use, and the laws and regulations governing their use
- Use language
that our customers can easily understand
- Ask for and
consider our customers' ideas about agency plans, programs, and
services
- Promptly
respond to our customers' suggestions, concerns, and complaints
Our
employees are directly responsible for delivering our customer service
commitments.
To better support
our customer service representatives, we:
- Give our
workers the decision-making parameters enabling them to go "the
extra mile" to satisfy customers
- Involve our
employees in customer service improvement initiatives
- Establish
a customer-focused culture and infrastructure at all levels of
management and internal support
Here
are the answers to many of the most frequently asked questions about
Cable service in DC:
Q - What is the number to Comcast?
A - The number to Comcast is 1-888-739-1379. And if you need to
check the website for them it is www.comcast.com.
Q - What is
the number to RCN?
A - The number to RCN is 1-800-746-4726 and if you need to check
the website for them it is www.rcn.com.
Q - I am a Comcast
customer, can I pay my bill online?
A- Yes! They have a 24/7 customer service line. The number is 1-800-COMCAST
(1-800-266-2278).
Q - I am a RCN
customer, can I pay my bill online?
A - Yes! They have a 24/7 customer service line.
General #
1-800-RING-RCN
Billing 1-877-RCN-BILL
Support 1-866-TECH-RCN
BY E-MAIL Sales Residential sales@rcn.com,
Service & Support Changes to Service servicechangehelp@rcn.com
Q - I am having trouble with my telephone service does this agency
regulate telephone or internet service?
A - NO! The telephone service is regulated by the Public Service Commission.
You can contact them at 202.626.5100. Office of Cable Television only
regulates cable service.
Q - Does Office
of Cable Television regulate satellite television services such
as Dish or Direct TV?
A - NO Office of Cable Television only regulates three D.C. franchised
cable providers Comcast, RCN and Verizon.
Q - Can I pay
my bill over the telephone at this number?
A - NO!, the Office of Cable Television is a District government
agency. We cannot accept payment for your bill.
Q - When does
the current Comcast franchise expire?
A - The current Comcast franchise expires in 2012.
Q - Who is the Executive Director of Office of Cable Television?
A - The Director of Office of Cable Television is Eric E. Richardson.
Q - How can
I file a cable complaint with Office of Cable Television?
A - You may call 202-671-0066 or check the website at www.oct.dc.gov.
Q - How long
should my cable be disconnected before the cable company responds?
A - According to the franchise agreement you must be scheduled for
a service call within 24 hours.
Q - How long
must I wait for a cable installation appointment?
A - According to the franchise agreement you must be scheduled for
installation within seven days of your call to the cable company.
Q - If I have
a cable problem is this the number I should call?
A - You must first call your cable company to allow them the opportunity
to resolve the cable problem. If they do not resolve the problem
you may speak with any representative at the Office of Cable Television
and they can help you resolve the matter.
Q - Can my cable
company charge me to pay my cable bill over the telephone by speaking
with a customer care executive?
A - YES! Office of Cable Television does not regulate fees that
the cable company charges you to pay your bill. We only regulate
the basic tier service charge and equipment.
Q - How many
cable companies in the District does your agency regulate?
A - At this time the Office of Cable Television regulates three
cable companies, Comcast, RCN and Verizon.
Q - How do
I know my rights as a cable customer?
A - You can obtain a copy of the Cable Bills of Rights on our website.
Our website address is www.oct.dc.gov .
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