Consumer Tips: TV & Radio

Having a problem with cable TV?  Are you concerned about programming on TV or radio? Here's how to file complaints with your service provider and with state and federal officials.

Complaining about cable TV or satellite TV service

When you have a complaint, start by asking your cable TV or satellite TV provider to resolve the issue.  Your monthly bill should have contact information for your cable or satellite company listed somewhere, and will generally be in the form of a 1-800 number. 

The Federal Citizen Information Center web site also lists corporate contact information for dozens of firms, including many (but not all) telecommunications companies. 

Federal Communications Commission (FCC)

If you have a complaint regarding your cable TV or satellite TV service and you do not receive satisfactory resolution from the company, you can file a complaint with the Federal Communications Commission.  The FCC does not handle contractual disputes or violations of state deceptive advertising laws (file these complaints with state attorneys general).  The FCC forwards electronic and mail complaints to the service provider and directs the company to respond back to the Commission and the consumer within 30 days.

In order to file the complaint, consumers must submit:

• their contact information,
• the names of all companies involved in the dispute,
• the names of company representatives contacted, and
• the dates of correspondence with the company

Consumers are also encouraged to maintain documentation of the billing or service problem.

The FCC accepts complaints by mail, telephone, fax, email and on its online complaint page.

Submit your complaint to the FCC:

• Online

• By mail: 

Federal Communications Commission

Consumer & Governmental Affairs Bureau

Consumer Complaints

445 12th Street, SW

Washington, D.C. 20554

• By phone: 

Toll Free: 1-888-CALL-FCC (1-888-225-5322)

TTY: 1-888-TELL- FCC (1-888-835-5322)

• By fax:  202-418-0232

For further information on cable TV, satellite TV and filing complaints at the FCC, click here for the agency's cable fact sheet. http://www.fcc.gov/mb/facts/complain.html

Contact the cable franchise authority

A franchising authority is the local municipal, county or other government organization that granted the cable company its "franchise" or right to do business. The name of the franchising authority may be on the front or back of your cable bill. If this information is not on your bill, contact your cable company or your local town or city hall.

Filing complaints with state attorneys general offices and local consumer protection agencies.

State attorneys general and consumer protection offices will often handle complaints about fraud and contract disputes.  Some provide mediation services.

Find your Attorney General and your local consumer protection agency.

Contact your satellite radio provider

Sirius Satellite Radio

1221 Avenue of the Americas

Thirty-sixth Floor

New York, NY 10020

Phone 212-584-5100

Fax 212-584-5200

You can also email the Customer Service Center or call them at 888-539-7474.

XM Satellite Radio

Us XM Satellite's online form or write to headquarters at:

XM Satellite Radio  

1500 Eckington Place NE

Washington, DC 20002

Phone 202-380-4000

Fax 202-380-4500

Better Business Bureaus

Better Business Bureaus (BBBs) are nonprofit organizations supported by business members. The BBB will take consumer complaints and attempt to resolve them.

Complaining about programming

There are few laws or rules regarding the selection of television programming. Some exceptions have to do with indecent programming and children's programming.  To learn more about what is covered by federal law and how to complain, visit the Federal Communications Commission.

Radio broadcasters are responsible for what they put on the air. There are few laws or rules, with the exception of indecent programming, and children's programming. There are also rules about radio interference—that is, a radio station is expected to broadcast without interference within a certain range. To learn more or file a complaint about a radio station, see the Federal Communications Commission.

Just because your concern about programming is not covered by law doesn't mean you shouldn't voice your opinion. Or what if you would like your cable company to offer a certain channel? Or you have concerns about programming in your community?  Consumers can have influence by directly contacting the TV station or cable provider. Find out who to contact by visiting the Center For Public Integrity's Media Tracker.

Another option is to contact the cable franchise authority. A franchising authority is the local municipal, county or other government organization that granted the cable company its "franchise" or right to do business. The name of the franchising authority may be on the front or back of your cable bill. If this information is not on your bill, contact your cable company or your local town or city hall.

How to File a Complaint Checklist:

When filing a complaint, explain in detail, with documentation, what the problem is, who it is with, what you have done and what you want to be done. 

• Identify the business. Include the name and current address of the business.  An agency will not be able to help very much without the firm's current address.
• Describe the problem. Describe as completely as you can the problem with the product or service you have purchased.  Were you told something that was untrue?  Describe what you were told and how it was untrue.
• Explain what you want the business to do.  Specifically state how much money should be refunded or exactly how you want a product fixed or a service performed.
• Include photocopies/documentation. In written complaints, always include photocopies of documents relevant to your complaint, including receipts, warranties, both sides of cancelled checks, contracts, etc.  Do not send originals.  Only send copies, except upon request of the agency to which you are making your complaint (and if you're asked to send the original, make sure you keep a copy).  Often agencies that allow you to file complaints on line will ask for a follow-up in writing, with supporting documentation.

File your complaint with all appropriate agencies.  Remember, the squeaky wheel gets the grease. Sometimes it is not clear if a state or federal agency should handle a complaint. Not all complaints filed with government agencies result in fines or meaningful actions, but voicing concerns to regulators will ensure that disputes and inquiries are recorded and responded to.