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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 202 635-5100. 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 Comcast is 1800-746-4726 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 cable satellite services such as Dish or Direct TV?
A - NO Office of Cable Television only regulates two franchised cable providers, RCN and Comcast.

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 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 only regulates two cable companies, Comcast and RCN.

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 .