CABLE TELEVISION CUSTOMER SERVICE REGULATIONS

El Paso City Code tit. 15, ch. 15.18

in effect

El Paso City Code § 15.18.010 Definitions.

15.18.010 - Definitions. For the purposes of this chapter, the words set forth in this section shall have the following meanings: "Normal business hours" means those hours during which most similar businesses in the community are open to serve customers. In all cases, "normal business hours" must include some evening hours at least one night per week or some weekend hours. "Normal operating conditions" means those service conditions which are within the control of the cable operator. Those conditions which are not within the control of the cable operator include, but are not limited to, natural disasters, civil disturbances, power outages, telephone network outages, and severe or unusual weather conditions. Those conditions which are ordinarily within the control of the cable operator include, but are not limited to, special promotions, pay-per-view events, rate increases, regular park or seasonal demand periods, and maintenance or upgrade of the cable system. "Service interruption" means the loss of picture or sound on one or more cable channels. "Standard installation" means that installation that is located up to one hundred twenty-five feet from the existing distribution system. (Ord. 11636 § 1 (part), 1993)

El Paso City Code § 15.18.020 Cable system office hours and telephone availability.

15.18.020 - Cable system office hours and telephone availability. A. The cable operator will maintain a local, toll-free or collect call telephone access line which will be available to its subscribers twenty-four hours a day, seven days a week. 1. Trained company representatives will be available to respond to customer telephone inquiries during normal business hours. 2. After normal business hours, the access line may be answered by a service or an automated response system, including an answering machine. Inquires received after normal business hours must be responded to by a trained company representative on the next business day. B. Under normal operating conditions, telephone answer time by a customer representative, including wait time, shall not exceed thirty seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty seconds. These standards shall be met no less than ninety percent of the time under normal operating conditions, measured on a quarterly basis. C. The operator will not be required to acquire equipment or perform surveys to measure compliance with the telephone answering standards above unless any historical records of complaints indicates a clear failure to comply. D. Under normal operating conditions, the customer will receive a busy signal less than three percent of the time. E. Customer service center and bill payment locations will be open at least during normal business hours and will be conveniently located. (Ord. 11636 § 1 (part), 1993)

El Paso City Code § 15.18.030 Installations, outages and service calls.

15.18.030 - Installations, outages and service calls. Under normal operating conditions, each of the following standards will be met no less than ninety-five percent of the time measured on a quarterly basis: A. Standard installations will be performed within seven business days after an order has been placed. B. Excluding conditions beyond the control of the operator, the cable operator will begin working on "service interruptions" promptly and in no event later than twenty-four hours after the interruption becomes known. The cable operator must begin actions to correct other service problems the next business day after notification of the service problem. C. The "appointment window" alternatives for installations, service calls, and other installation activities will be either a specific time or, at maximum, a four-hour block during normal business hours. The operator may schedule service calls and other installation activities outside of normal business hours for the express convenience of the customer. D. An operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment. E. If a cable operator representative is running late for an appointment with a customer and will not be able to keep the appointment as scheduled, the customer will be contacted. The appointment will be rescheduled, as necessary, at a time which is convenient for the customer. (Ord. 11636 § 1 (part), 1993)

El Paso City Code § 15.18.040 Communications between cable operators and cable subscribers.

15.18.040 - Communications between cable operators and cable subscribers. A. Notifications to Subscribers. 1. The cable operator shall provide written information on each of the following areas at the time of installation of service, at least annually to all subscribers, and at any time upon request: a. Products and services offered; b. Prices and options for programming services and conditions of subscription to programming and other services; c. Installation and service maintenance policies; d. Instructions on how to use the cable service; e. Channel positions programming carried on the system; and f. Billing and complaint procedures, including the address and telephone number of the city's cable communications commission. 2. Customers will be notified of any changes in rates, programming services or channel positions as soon as possible through announcements on the cable system and in writing. Notice must be given to subscribers a minimum of thirty days in advance of such changes if the change is within the control of the cable operator. In addition, the cable operator shall notify subscribers thirty days in advance of any significant changes in the other information required by the preceding paragraph. B. Billing. 1. Bills will be clear, concise and understandable. Bills must be fully itemized, with itemizations including, but not limited to, basic and premium service charges and equipment charges. Bills will also clearly delineate all activity during the billing period, including optional charges, rebates and credits. 2. In case of a billing dispute, the cable operator must respond to a written complaint from a subscriber within thirty days. C. Refunds. Refund checks will be issued promptly, but no later than either: 1. The customer's next billing cycle following resolution of the request or thirty days, whichever is earlier; or 2. The return of the equipment supplied by the cable operator if service is terminated. D. Credits. Credits for service will be issued no later than the customer's next billing cycle following the determination that a credit is warranted. (Ord. 11636 § 1 (part), 1993)

El Paso City Code § 15.18.050 Complaint procedures.

15.18.050 - Complaint procedures. A. A subscriber who wishes to file a service-related complaint with the city against a cable operator must notify the city of such complaint in writing. A copy of the complaint must be forwarded by the subscriber to the cable operator. B. The cable operator shall, within fifteen days of receipt of the complaint, provide a written response to the city and the complaining subscriber. Such response should include a proposed resolution to the alleged violations asserted in the complaint. C. A complaining subscriber shall have fifteen days following the subscriber's receipt of the cable operator's response to notify the city and cable operator in writing of either of the following: 1. The subscriber's acceptance or rejection of the cable operator's proposed resolution; or 2. The subscriber's proposed resolution of the complaint. A subscriber's failure to provide such written notification shall be deemed an acceptance of the cable operator's proposed solution. Where a subscriber proposes a resolution of the complaint, the cable operator shall have fifteen days following the cable operator's receipt of the subscriber's proposed resolution to notify the city and subscriber of its acceptance or rejection of the subscriber's proposed resolution. D. Where a resolution to the complaint is not agreed upon by the cable operator and subscriber, the city may impose a resolution to be binding upon both the cable operator and the complaining subscriber. E. To the extent allowed by law, a cable operator or subscriber may appeal a city-imposed resolution to the Federal Communications Commission. (Ord. 11636 § 1 (part), 1993)

El Paso City Code § 15.18.060 Enforcement.

15.18.060 - Enforcement. A. The city may enforce these customer service standards as permitted under the federal, state or local laws and regulations. The city shall have the right to inspect a cable operator's business records and equipment of a cable operator to assure compliance with the provisions of this chapter. B. The city shall adopt rules of procedure for enforcement of this chapter. (Ord. 11636 § 1 (part), 1993)

El Paso City Code § 15.18.070 Construction of laws—FCC regulations.

15.18.070 - Construction of laws—FCC regulations. The regulations set forth in this chapter are in addition to and cumulative of any regulations enacted by the FCC or other laws for the regulation of cable television customer service. To the extent that these regulations are irreconcilable with the FCC regulations for cable television services and rates, the FCC regulations prevail. Where the city has enacted regulations which are more stringent or restrictive than the FCC regulations for cable television services and rates, the city's regulations shall prevail as permitted under FCC regulations or other applicable laws. (Ord. 11636 § 1 (part), 1993)

Source: City of El Paso, City Code and City Charter (Municode Library, library.municode.com)URL: https://library.municode.com/tx/el_paso/codes/code_of_ordinances?nodeId=TIT15PUSE_CH15.18CATECUSEREFetched: 10/28/2026