We are proud to launch the first edition of our Office of Cable and Broadband Services e-report.  This first report highlights the 2011 2^nd Quarter Customer Service and Compliance Report.  This new style of reporting will allow us to report data in a user friendly format, highlight key developments and provide links to other items of interest. We would appreciate your feedback as we continue to improve the report over the next several months.  If you have any questions about the statistics found within the report please contact Margie Williams, Franchise Manager, at 240-777-3762 or Marjorie.Williams@montgomerycountymd.gov. This report is best viewed with Google Chrome, Explorer 8+, Firefox3.6+, or Safari 4+. A link to download a printable copy of this report is provided at the bottom of this document.

Days to Resolve Consumer Complaint  

After Filed With Cable and Broadband Office

Download Complaint Resolution Report

     Over the past 18 months, the average number of days it takes for the cable providers to resolve complaints filed with the Cable and Broadband Office has dropped dramatically.  We are pleased with the providers, improved performance in resolving complaints referred by the Cable and Broadband Office but continued emphasis needs to be placed on more timely resolution of complaints without, or prior to, having to be referred to our office.    

Download Complaint Description Breakdown

     Billing issues comprise over 50% of the overall complaints that the Cable and Broadband Office receives as the pie charts indicate.  The Cable and Broadband Office staff will be meeting with the cable providers over the next several weeks to address the need for improvement with billing errors on customer accounts.  The need for better customer billing disclosures has been raised with the FCC Consumer Advisory Committee. (see below)  

Montgomery County's Cable and Broadband Administrator

 Appointed to FCC Consumer Advisory Committee

     Montgomery County's Cable and Broadband Administrator, Mitsuko R. Herrera, has been appointed to the Federal Communications Commission's Consumer Advisory Committee.  The Committee, established in 2000, makes recommendations regarding consumer issues and works to facilitate the participation of consumers, including those with disabilities and underserved populations, in proceedings before the Commission.

     The three major projects that the committee will be working on are:

1) Promoting Broadband Adoption

2) Consumer Protection-Billing Issues

3) Accessibility of Telecommunication Equipment for the Disabled.

     For more information about the Consumer Advisory Committee you can visit their website at: www.fcc.gov/encyclopedia/consumer-advisory-committee. 

Bridge the Technology Gap

     As part of the conditions of the Comcast-NBC Universal merger, Comcast has announced that it will launch a program that will help low income families obtain broadband Internet access starting in the 2011 "back to school season". The "Internet Essentials" program is designed to help bridge the digital divide.  The program provides affordable Internet access, the opportunity to purchase a computer, and broadband training to low-income families.  

The Internet Essentials program offers:

• Comcast residential Economy Internet service for $9.95 per month plus applicable taxes and fees, with no activation fees, no additional equipment rental charges, no credit checks, no price increases and no long-term contracts.
• The option to purchase a pre-configured computer for $149.99(plus applicable taxes); and
• Access to online, in print and classroom based digital literacy training.

     An entire low-income household will be able to participate in the program if the household:

(1) is located where Comcast offers internet service

(2) has at least one child receiving free meals through the National School Lunch program

(3) has not subscribed to Comcast Internet service within the last 90 days

(4) does not have an overdue Comcast bill or unreturned equipment.

     Participating families may be able to benefit from Internet Essentials for the entire life of their child's K-12 education, as long as they remain eligible.  For more information visit http://www.internetessentials.com. 

     Approximately 30,000 children in Montgomery County Public Schools are eligible for free meals.  The Cable and Broadband Office is working with Comcast and MCPS to monitor program eligibility and the effectiveness of the program outreach, promotion and broadband training.