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Which cable companies operate in New York City? |
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 Time Warner Cable of New York City (Manhattan, Queens, Staten Island, and Western Brooklyn) and Cablevision (Bronx and Eastern Brooklyn) provide cable television service in New York City. These companies may do business under different names.  Learn more about the cable franchises[Back to Top] |
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Why are there cable service territories? |
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Franchises were awarded by area, determined by the City of New York. Manhattan areas were determined by the City in 1965 and renewed subsequently in 1970 and 1998. Other areas of the City were determined in 1983 and renewed in 1998. Franchises were awarded through request for proposals (RFP) and a bidding process with oversight by the Bureau of Franchises. [Back to Top] |
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Who is responsible for maintaining the cable system? |
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As part of their franchise agreement with the City of New York, the cable companies are responsible for maintaining all parts of their cable system. [Back to Top] |
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Can my landlord prevent me from obtaining cable service? |
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No. New York State Public Law Section 228 prohibits landlords from interfering with cable installation. However, a landlord may impose certain reasonable restrictions and requirements regarding wiring methods to protect safety, function and appearance of the premises. Companies charge standard installation fees that comply with FCC formulas. [Back to Top] |
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Is it legal to have cable service without paying for it? |
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No. Obtaining cable service without paying for it is considered theft of service. New York State law classifies theft of service as a misdemeanor punishable with up to a $1,000 fine and one year imprisonment. In addition, cable companies can sue individuals and businesses engaged in stealing service. If you suspect theft, you should contact your cable company. Contact information for cable franchises[Back to Top] |
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Are there alternatives to cable television service? |
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Residents may request service from RCN an Open Video Service (OVS) Provider or a satellite company as alternatives to cable television service. More information on open video systems[Back to Top] |
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Where else can I obtain information about cable service or cable companies? |
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There are various online sources including cable company Web sites and other government agencies and consumer groups that provide information on cable television service. The Mayor's Office of Operations also maintains yearly reports related to consumer complaints received by DoITT. Mayor's Office of Operations Web siteCable franchise informationNew York State Public Service CommissionFederal Communications Commission[Back to Top] |
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What equipment does the cable company provide to customers? |
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The company is required to offer the following equipment to subscribers and provide free demonstration of such equipment at its Service Centers:
[Back to Top] |
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How do I obtain a cable handbook if I never received one? |
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All companies are required by contract to supply all new subscribers with subscription information and a subscriber's handbook prior to installation. You may contact your cable company to request one. Cable and Open Video Service Request page[Back to Top] |
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How do I contact my cable company? |
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Contact information for the cable companies serving New York City can be found on the Cable and Open Video Service Requests page. Cable and Open Video Service Request page[Back to Top] |
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How responsive must the cable companies be to service repair calls? |
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The New York City cable contracts require that companies respond to all service calls regarding major outages, service interruptions, and poor service within 24 hours. Malfunctions must be corrected as promptly as possible, but in all events within 48 hours after notice. However, service repair and service interruption appointments requested after 4:00 pm on a Friday must be scheduled on the next business day. [Back to Top] |
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What types of services are provided by cable companies? |
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Cable television, hi-speed modem and telephony. [Back to Top] |
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How long are appointment windows? |
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Companies must offer four-hour appointment windows. Weekend and evening calls are subject to the company's availability and are on a first come, first served basis. [Back to Top] |
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Are companies obligated to confirm an appointment? |
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Yes. All cable companies must make an asserted effort to confirm service appointments by making at least one call at reasonable times prior to the appointment. "Confirmation" includes leaving a message with a person or on voicemail. [Back to Top] |
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Do I have recourse if the cable company fails to keep the appointment? |
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Yes. All companies are required to give credit for failure, without excuse, to arrive at subscriber premises within the appointment period as follows:
[Back to Top] |
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When can the cable company interrupt my service? |
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The cable company may interrupt service for the purpose of repair or upgrade during periods of minimum usage. They must give subscribers 12-24 hour notice prior to interruptions using an electronic crawl on a channel designated by the company. [Back to Top] |
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Do I have to pay for service during outages? |
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If service interruption lasts for four or more continuous hours, credit will be calculated as 1/30th of the monthly charge for regular service for each day during which service is out. If the company suffers a service outage, automatic credits for all affected subscribers will be given if the outage lasts for four or more continuous hours and occurred between 6:00 pm and 12:00 am. All other times, outage credit will be given upon request of subscriber if the request is made orally or in writing within 90 days of the outage. [Back to Top] |
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What can I do if I disagree with a bill? Do I have to pay a disputed amount? |
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All billing inquiries or disputes must be mailed in writing to the company's office address within 30 days of receiving the bill. The cable company must notify the subscriber of the proposed resolution and availability of appeal process within 20 business days after receipt of the complaint. If you do not agree with the proposed resolution, you may notify either DoITT or the New York State Public Service Commission's Office of Consumer Affairs within seven business days. If the company has been notified in writing of the dispute, subscribers do not have to pay a disputed amount until the dispute has been settled. However, other charges that are not disputed must be paid to avoid late fees and/or disconnection of service. DoITT contact informationNew York State's Office of Consumer Affairs Web site[Back to Top] |
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Does my cable company need to notify me if it changes its billing practices? |
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At least once a year, the cable company must notify subscribers in writing of its billing practices and payment requirements. [Back to Top] |
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When should I contact DoITT or the Public Service Commission for assistance? |
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You should contact DoITT or the New York State Public Service Commission (PSC) if you have a problem with the cable company that you are unable to resolve. Cable and Open Video Service Request pageNew York State Public Service Commission[Back to Top] |
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Who regulates cable rates? |
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Under present federal law and Federal Communications Commission (FCC) rules, New York City may regulate rates for the "Broadcast Basic" service tier but only to track conformance with FCC-mandated rate formulas. Other tiers of service were regulated by the FCC until April 1, 1999 when Congress allowed the rate rules to expire. Broadcast Basic service usually contains local broadcast, Public, Educational and Government (PEG) channels. [Back to Top] |
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Does the City of New York regulate programming on cable channels? |
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State and Federal law prohibit the City of New York from dictating programming content on company channels. The City does, however, require channels to be provided for public access and municipal use. Cable companies are always interested in subscriber viewing interests, so you may wish to address your concerns to them directly. Cable and Open Video Service Request page[Back to Top] |
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When do I need to notify the cable company that I am moving? |
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In general, you should notify your cable company 10 business days before you move or plan to discontinue your cable service. The company must schedule a service appointment to terminate your cable line and pick up your cable box(es). In addition, companies usually provide locations (payment centers) where consumer's can drop-off equipment and obtain a receipt. [Back to Top] |
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