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Cable Franchise Administration


 

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Service, Access, & Policy

Information on cable TV services, access television & telecommunications policies.

Denver Marketing & Media Services assists cable TV customers with video service related issues. Find consumer information here, as well as file comments and questions dealing with the quality of cable TV service. 

Denver cable subscribers and Denver residents are encouraged to provide feedback on the value of their cable service.If you have comments or complaints about your service, and have already spoken with a Customer Service Representative from your cable provider, please fill out this form.

century link logo

CenturyLink's Prism cable service is fully digital. The Prism channel lineup is located at: Prism Channel Lineup

Prism cable service is IP based and thus offers unique applications available via the television set such as access to Facebook and Picasa. In addition, search and streaming services are available which enable viewers to search for the cheapest gasoline within a specified area or to stream selected stock market quotes.

Prism is a state of the art offering and its features and functions also include, but are not limited to: (1) whole home DVR; (2) warp speed channel change; (3) find-it fast navigation, (4) multi-view (4 shows on one screen); (5) personal media sharing; (6) interactive news and information dashboard; (7) Prism on the Go (select content available over mobile devices such as smart phones and tablets); (8) an ever increasing HD and video on demand library and (9) advanced parental controls.

Currently CenturyLink offers more channels in HD than any other MVPD nationally. It also provides a robust library of Video on Demand content. Lastly, it will carry all of the Public Educational and Government access channels in HD.

By going to the following URL, you can "experience" the features and functions of Prism through a short demonstration at Explore Prism now or learn more at Prism programming

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 federal guidelines recommend that each cable system maintain a local, toll-free or collect call telephone line for taking customer calls. This line must be available 24 hours a day, 7 days a week.
  • A cable operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment.  If the cable installer or technician is running late and will not meet the specified appointment time, he or she must contact the customer and reschedule the appointment at the convenience of the subscriber.
  • Thirty days advance notice (in writing and through announcements on the cable system) must be given to subscribers of any changes in rates, programming services or channel positions, if the change is within the control of the cable operator.
  • Refunds must be issued no later than either the customer's next billing cycle or 30 days following resolution of the request, whichever is earlier, or upon the return of equipment when service is terminated.  Credits must be issued no later than the billing cycle following the determination that a credit is warranted.

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

comcast logo

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

Customer Service
1-800-934-6489

XFINITY Stores

Denver - 1390 S. Colorado Blvd. Denver, CO 80222

800-934-6489  

Hours: Monday - Saturday 9:00 a.m - 7:00 p.m., Sunday 9:00 a.m - 6:00 p.m. 

Even if you live in Denver, payments can be made and equipment exchanged or returned at any of the following locations.

All hours are 9:00 a.m. - 7:00 p.m. Monday - Saturday.  
Sunday hours vary. 
*Closed Sundays

Lakewood - 7400 Alaska Dr., Lakewood, CO 80226 

800-934-6489  

Sunday hours: 10:00 a.m. - 6:00 p.m.

Aurora - 1350 S Ironton St, Aurora, CO 80012 

800-934-6489

Sunday hours: 10:00 a.m. - 4:00 p.m.

Boulder - 2900 E Baseline Rd, Boulder, CO 80303

303-930-2000

Centennial - 8222 S Yosemite St Suite 110, Centennial, CO 80112

800-934-6489

Thornton - 880 E 88th Ave Suite 100, Thornton, CO 80229

800-266-2278 

Sunday hours: 10:00 a.m. - 4:00 p.m.

Comcast Service Centers* Monday - Friday 10:00 a.m - 6:00 p.m.

*Brighton - 2343 Prairie Center Pkwy, Brighton, CO 80601

800-934-6489

*Littleton - 6793 W Canyon Ave Unit 13 C, Littleton, CO 80128

800-934-6489

*Arvada - 5220 Wadsworth Blvd Suite B, Arvada, CO 80002

800-934-6489

 

 
Comcast Channel Lineup page    - Channel lineup subject to change
 

 

Basic Service Channels  -  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.


 
HD Service - XFINITY offers you the best HD experience with stunning picture quality and the most HD choices with thousands of HD movies and shows.   Learn more about XFINITY HD
 

 
XFINITY On Demand™ — more ways to get more entertainment. Enjoy the best selection of current TV shows and hit movies, available on any screen, as part of your XFINITY subscription. Learn more about xfinity.com/tv


 
3D -  XFINITY, the leader in HD, brings you an ever-expanding selection of TV in stunning 3D. Enjoy hit movies, sports and more in a whole new dimension.   Learn more about XFINITY 3D  


 

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.

 

 

 
 
 

 


 

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

 

 
 
 
HD Service - XFINITY offers you the best HD experience with stunning picture quality and the most HD choices with thousands of HD movies and shows.

 
 
 
HD

 
 
 
HD Service - XFINITY offers you the best HD experience with stunning picture quality and the most HD choices with thousands of HD movies and shows.
Learn more about XFINITY HD

 

 

 
 
 

 

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 federal guidelines recommend that each cable system maintain a local, toll-free or collect call telephone line for taking customer calls. This line must be available 24 hours a day, 7 days a week.
  • A cable operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment.  If the cable installer or technician is running late and will not meet the specified appointment time, he or she must contact the customer and reschedule the appointment at the convenience of the subscriber.
  • Thirty days advance notice (in writing and through announcements on the cable system) must be given to subscribers of any changes in rates, programming services or channel positions, if the change is within the control of the cable operator.
  • Refunds must be issued no later than either the customer's next billing cycle or 30 days following resolution of the request, whichever is earlier, or upon the return of equipment when service is terminated.  Credits must be issued no later than the billing cycle following the determination that a credit is warranted.

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

 

Share Your Voice


If you have comments or complaints about your service, and have already spoken with a Customer Service Representative from your cable provider, please take a moment to fill out this form.

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: 

Comcast channels: 56, 57, and 881 

CenturyLink Prism channels: 8008, 8009, 8010, 8508, 8509, and 8510

Education:

Comcast channels: 22, and 882

CenturyLink Prism channels: 8005, and 8007

Government:

Comcast channels: 8, 58, and 880

CenturyLink Prism channels: 8006, and 8506

ANNOUNCEMENTS

 

Location & Hours
1437 Bannock St. Room 002
Denver, CO 80202
Hours: 9 a.m. - 5 p.m.

 


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