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Online Cable TV Complaint Form

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1. How do I report a problem or lack of high-speed internet service in my area?

The Loudoun County Government has no oversight or regulatory authority over high-speed Internet service from any provider. The Federal Communication Commission (FCC) has regulatory authority and handles complaints regarding the internet. For more information, or to file a complaint, visit the FCC's website.

2. What are easements and rights of way?

Cable television companies are for-profit businesses that use public rights of way for a private purpose, in this case providing cable television, phone service and high-speed internet services to consumers. Municipalities, such as the Loudoun County Government, pay for building and maintaining the public rights of way. Utility easements on private property allow cable television providers like Comcast and Verizon, as well as other utility companies, to lay cable or fiber, or make any necessary repairs. All utilities routinely use these easements to replace, repair, and upgrade their cables and fiber.

3. How do I know where my easements are located?

Often, individual homeowners have questions regarding utility easements on their property. Almost every property has a utility easement. Utility easements are shown on the plat that you received when you purchased your home. If you cannot locate your plat, you can contact the surveyor or title company that handled the sale of your property.

Disputes between homeowners and utility companies about easements are a private property issue and are between the homeowner and the utility company. If you believe a utility company is operating outside of their easement, it is best to contact the customer service office of the utility company, or speak to a supervisor who is doing the work on your property.

4. What is the PEG fee that is shown each month on my cable bill?

The PEG (Public Education Government) fee is charged to cable subscribers by the company to support the government and education cable television channels that are part of the franchise agreements. The cable company then gives this money to the local government in the form of a grant for the purchase of cable television equipment such as cameras, lights, and editing equipment. The grant money is also used to purchase hardware and fiber for the county’s Institutional Network (INET).

5. Can cable television companies put boxes and other equipment on my property?

The cable television companies are allowed to put their equipment in the utility easement. In most cases, each property owner has a utility easement on their property. If the box is outside the easement, the homeowner can request that the cable company move the equipment within the easement.

6. Did the county authorize a cable rate hike?

No. The county has no authority to control rates or decide what programming cable providers will offer. The companies set their rates based on market conditions and choose their own programming.

7. What should I do if I have an ongoing problem with my cable provider?

The Loudoun County Public Information Office offers assistance to cable and OVS subscribers who have experienced ongoing problems with the cable or OVS company. To report an outage or a problem with service call your cable provider’s customer service number. If you are unable to get a resolution you may call the Loudoun County cable hotline at 703-777-0218 or file a complaint form online.