FAQs • Nashua, NH • CivicEngage

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Comcast

1. There is an error on my cable bill, who should I contact?: You should contact Comcast Customer Service by calling 800-934-6489. They also have online support via 24/7 Live Chat or email online.

2. Why does Comcast have a monopoly in Nashua? Wouldn’t competition bring prices down?: Comcast does not have a monopoly in Nashua, however they are the only company that currently provides traditional cable service in the City. Other providers like Time Warner, Brighthouse or Charter Communications are welcome to come in and compete with Comcast, however the cost of overbuilding a duplicate system would be cost prohibitive. Satellite TV providers DISH Network and DirecTV also provide service to most residences in Nashua.

3. I see FIOS TV from Verizon advertised, is it available in Nashua?: FIOS is a brand name for the Cable TV and Internet products offered in some areas by the Verizon landline telephone company. Verizon sold their Northern New England assets in 2008 to Fairpoint Communications. Although fiber optic cables were strung through parts of some NH communities, including Nashua, Verizon never received franchise agreements to operate their FIOS system in the state prior to their sale to Fairpoint. Fairpoint currently uses the fiber optic network for high speed internet services in some areas, but to date they have not expressed interest in starting up a FIOS type television service in any of the local markets they serve. Fairpoint does offer product bundling, but offers a satellite TV service together with its telephone and internet services.

4. Why are the commercials on my TV so much louder than the program content?: This is often a perceived problem by TV viewers, however, there are times when the volume of a commercial may be louder than the content of the program surrounding it. Beginning December 15, 2012 the FCC will require TV broadcasters, including all standard, cable and satellite broadcasters, to comply with new regulations designed to equalize sound levels between content and commercials. The Commercial Advertisement Loudness Mitigation, or CALM act, will require TV broadcasters to ensure that commercials air at a volume no louder than the programs in which they appear.

5. My cable bill is so high, is there anything I can do?: There are some things you can do to either eliminate or reduce your cable bill depending on the number of channels you want to watch. If you only need local broadcast stations, some people can get by with a TV hooked up to a good quality outdoor antenna. Be sure that your TV has a digital tuner, or that you purchase a digital to analog converter for older TV sets. If you want to remain a cable subscriber, Comcast offers several levels of service, including a bare bones package, sometimes referred to as lifeline service, for a nominal cost. Other ways to save include dropping levels of service, or bundling Cable TV with internet and telephone service. Please note that some offers may have time restrictions or minimum service commitments, so ask questions and shop carefully.

6. I see that a portion of my bill goes to paying Franchise Related Costs. What are they?: The cable company and local municipality enter into an agreement called a franchise agreement. This agreement allows the cable company to provide services to residents. The FCC allows franchising authorities the right to negotiate certain terms under the agreement, including municipal channel space and fees in exchange for using the public rights of way to run cables and site transmission equipment. The FCC also allows for certain Franchise Related Costs to be passed on to customers. A copy of the franchise agreement between the City of Nashua and Comcast can be found by clicking here. Franchise Agreement (PDF)

7. Other communities have local cable channels, does Nashua?: Yes! Under the city’s franchise agreement with Comcast, the city has access to 3 PEG channels. PEG stand for Public, Educational and Government. The City of Nashua uses a portion of the franchise fees it collect to operate the Government channel (16) to provide government meetings and other city-related events; and Educational channel (99) which provides coverage of Board of Education meetings along with education related events in the community. The City also provides a Public Access channel (96) for use by qualified individuals in the community to produce their own programs of community interest. Operation of the city public access channel, Access Nashua, is contracted to Community Media Services group, with offices located within the Nashua Community Television studios at 9 Riverside Street.

8. Do I have any choices other than Comcast?: Yes. The Nashua area is served by a number of over-the-air broadcasters that provide free broadcasts. In Nashua, most homes would require the use of an outdoor TV antenna mounted to a roof or antenna mast. Satellite TV may also be available from vendors like DirecTV and DISH Network, depending on the availability of a suitable location to site a small dish antenna. Some local stations may not be available via satellite, including digital sub channels for area Independent, PBS and Network affiliates. Local Nashua stations like WYCN TV-13, Nashua Gov. TV 16, Nashua Educational TV 99 and Access Nashua are not available via satellite television.

9. I get no resolution to my complaint from Comcast Customer Service over the phone or via the internet, what can I do?: Comcast provides a customer support center in Nashua at 219 Daniel Webster Highway where you can speak in person with a Comcast representative who will work with billing and service issues. The service center is open Monday through Friday from 10 a.m. to 8 p.m. and on Sundays from 11 a.m. to 4 p.m.