Cable Franchise Administration

Cable Service Regulation, Telecommunications Policy, and Access Television


fiber  What We Do - This function of our office manages the city's Cable TV Franchise agreement and advises city officials on telecommunications issues within the City and County of Denver.   Additionally, we administer the contract with Denver's Public Access entity - Denver Open Media.

If you have Cable Service comments or complaints call, we may be able to assist with your issue.

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Answers to Common Questions


Announcements

For questions, complaints, information, concerns about bills or requesting installation or service calls, dial: 

Customer Service
303-930-2000
 

Comcast has consolidated all customer service operations for Metro Denver at one location:

8000 E. Iliff Ave., Denver, CO 80231

All customer service personnel are trained to respond to queries from all cities and towns in the metro area.

** Denver - 1617 S. Acoma St. Payment Center has ** NOW CLOSED ** 

the new location is in the BelMar shopping center in Lakewood across from Target at:

Lakewood - 7349 Alaska Dr., Lakewood, CO 80229

Monday-Saturday hours: 9am-7pm

Sunday hours: 10am-6pm

Even if you live in Denver, payments can be made and equipment exchanged or returned at any of the following locations.
All metro payment center hours are 9:00am - 6:00pm Monday-Friday.  Closed on Sundays.

* Locations marked with an asterisk* are open Saturday 9:00am - 6:00pm.

Aurora* - 10650 E. Garden Dr., Aurora, CO 80012 (also Open Sunday 10:00am-4:00pm)

Boulder* - 1653 28th Street, Boulder, CO 80301

Englewood   6850 S. Tucson Way, Englewood, CO 80112 

Littleton 6793 W. Canyon, Unit 13C, Littleton, CO 80128

Thornton* 880 East 88th Ave., Thornton, CO 80229 (also Open Sunday 10:00am-4:00pm)

Wheatridge* 11501 W. 44th Ave., Wheatridge, CO 80033

Comcast Channel Lineup page    - Channel lineup subject to change

Basic Service Channels  -  The City & County of Denver has the authority to regulate rates for basic service and equipment, installation, and service charges related to basic service.

Basic service is the lowest level of cable service a subscriber can buy.   It includes, at a minimum, all over-the-air television broadcast signals carried pursuant to the FCC must-carry rules, and any PEG (public, educational, or government) Access channels required by the system's franchise.   It may include additional channels chosen by the operator.
 

Basic Service is required to receive all other services. Premium channels are available for an additional charge and require special equipment.

 


 
Standard Service -  By Federal law, rates for this level of programming are no longer regulated
This level of service includes all program channels on the system other than digital tier, premium channels such as HBO, Showtime, and pay-per-view events.
 

Digital Channels

Digital Service requires a set top box.  This equipment opens the full array of programming options.
 

Call Comcast for complete details regarding 3D channels.
 

Principal customer service rules prescribed by the FCC (Federal Communications Commission): 

  • Cable company must have operators on duty at convenient operation hours and must answer all calls within 30 seconds, 90% of the time (excluding conditions beyond the company's control), as measured quarterly. 
  • Standard installations must be performed within 7 business days.
  • Must offer four-hour appointment windows on service calls, or a specified time.  
  • Must respond to service interruptions (outages) within 24 hours.

The City and County of Denver has adopted more stringent customer service standards, which have been mutually agreed upon by the City and Comcast and approved by the City Council.

The Denver Media Services compliance staff serves as a liaison on behalf of cable subscribers who have complaints they feel are not resolved by Comcast to their complete satisfaction. To contact this staff call 720-865-2300 during normal business hours for assistance with cable service issues.

 

 

Access TV Channels

By Franchise Agreement,  cable providers make available to the City and County of Denver channels for PEG (Public, Education, and Government) Access Television programming;

  • PUBLIC - Channels 56, 57, and 219 comprise the Public Access television lineup. more...
  • EDUCATIONAL - Channel 22 is the Educational Access through Denver Public Schools; and Channel 54 is from the Auraria Campus. more..
  • GOVERNMENT - Denver 8 TV and Channel 58 are managed by Denver Media Services.

 

Contact Us

8:00am - 5:00pm M-F

720-865-2300   Fax: 720-865-2294

Denver Media Services
1437 Bannock St. Mailbox P3
Denver, CO 80202