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Submitting Cable-Related Complaints

The Customer Service Standards (also known as the Customer Bill of Rights) set out the procedures for submitting complaints about customer services such as billing, signal quality, changes in rates or channel availability, installation, and/or customer service.  These procedures are on pages 17 through 18 of the Customer Bill of Rights, Exhibit B to the Comcast Franchise Ordinance.

View the Customer Service Standards, Bill of Rights

Step 1: The Customer submits the Complaint to Comcast

Customers may relay their complaints to Comcast directly by:

Customers may also relay their complaints to Comcast by contacting the City’s Cable Compliance Office:

Step 2: Comcast responds to the Customer Complaint

Comcast responds to the Customer Complaint in no more than ten days after receiving the Complaint.  This response shall include the results of Comcast’s investigation and proposed complaint resolution.

Step 3: Customer may submit a Customer Complaint to the Cable Franchise & Hearing Board

Customer may submit a Customer Complaint to the Cable Franchise and Hearing Board if the Customer is dissatisfied with Comcast’s proposed resolution or the Customer has not received Comcast’s proposed resolution within ten days.  The Customer may submit such a Complaint in two ways:

  1. Calling 505-768-5340; or
  2. Completing and submitting the Cable Franchise and Hearing Board Complaint Form

Complaints to Federal Communications Commission

The Federal Communications Commission (“FCC”) and local governments are each responsible for enforcing a variety of cable service regulations.  Local governments, such as the City of Albuquerque, are generally responsible for overseeing customer service problems including billing disputes, office hours, installations, outages, and service calls.  The FCC invites complaints on signal leakages, especially if they affect other spectrum users, including aircraft; commercial limits for children’s programming; cable wiring issues that impede cable access; and indecent or obscene program content. 

View information about Customer Complaints regarding Cable Service to the FCC

The FCC “Consumer Guide” focuses on its enforcement of the rules prohibiting negative option billing, as well as its 2016 Consent Decree following the FCC’s determination that Comcast violated these rules.  If you have a concern about negative option billing, you may consider submitting complaints both locally and at the FCC. 

FCC’s general contact information for cable and consumer matters:

Mailing Address

Federal Communications Commission, General Cable Inquiries
445 12 Street, S.W.
Washington, D.C. 20554

Telephone Number

Consumer and Governmental Affairs Bureau at 1-888-225-5322 or TTY: 1-888-835-5322

Complaints to Cultural Services Department and/or the Cable Board about Public, Educational, Government (“PEG”) Access Cable Television.

Learn more about Public, Educational and Government (“PEG”) Access Cable Television from the City of Albuquerque's Department of Arts & Culture.  You will also find on those pages the procedures for submitting complaints or concerns about PEG television in the City of Albuquerque.