Are you having trouble getting an issue resolved with your cable company? If so, the Ohio Department of Commerce’s Cable TV Consumer Hotline can help. The hotline’s number is 1-800-686-7826.

Since changes to Ohio law went into effect in 2007, the Department of Commerce has received more than 3,900 consumer complaints concerning billing disputes, poor picture quality, equipment malfunctions, and cancelled or missed service appointments. The Hotline was announced last July.

Authorized cable television providers are required under Ohio law to:

• Restore cable service within 72 hours after the customer reports the problem unless the problem was caused by a natural disaster.
• Credit the customer’s account for a service interruption (depending on the cause and duration).
• Provide 30 days advance written notice before removing a channel.
• Provide 30 days advance written notice prior to a rate increase.
• Provide 10 days advance written notice before disconnecting service.

The Public Utilities Commission of Ohio (PUCO) Call Center answers consumer calls and forwards the information they obtain to the Department of Commerce. The Department investigates the complaint, forwards it to the cable company, and requests that they resolve the issue with the consumer. The Department follows up to ensure that the complainant has been contacted by the company and it has addressed the issue.

Director of Commerce Kimberly Zurz has issued 39 video service authorizations to cable providers in the state. The Department has jurisdiction over the cable providers in most major cities, suburbs and many rural communities throughout the state.

While many communities operate under a video service authorization, some still function under the old franchise system with local agreements between the cable operator and the local government. These areas are not under the Department’s jurisdiction and Commerce cannot investigate those complaints. Commerce does not have the authority to regulate satellite companies, internet service, or phone service provided by cable television companies.

For more information on the areas covered under video service authorizations, visit www.com.ohio.gov and click on Video Service Regulation. On this site, consumers can see a list of approved cable television providers, the areas that they cover, and download a complaint form.