Signing up for cable or satellite TV service can be
confusing – you should know your rights as a subscriber.
In Wisconsin, you have certain rights as a cable television
subscriber. Wis. Stat. s. 100.209, provides that:
You cannot be billed for a service that you have not
affirmatively ordered or agreed to.
The terms of a subscription must be disclosed and may not be
A cable or satellite dish provider may not automatically
renew your subscription without notice unless you are free to cancel at any
time without penalty.
Except in cases beyond the control of the cable operator,
you are entitled to 30 days advance written notice before a program service is
deleted or a rate increase is put into effect.
Your service cannot be disconnected unless you have been
given at least a 10-day advance written notice of the disconnection. No advance
notice needs to be given if the disconnection is to prevent signal leakage or
A provider may not charge for disconnection or charge other
fees unless they are disclosed in writing at the time you subscribe.
In case of a service interruption that does not involve a
natural disaster, you are entitled to have your service restored within 72
hours after you report the interruption or request repair.
A provider may not make any subscription changes, such as a
price increase or change in channel offerings, without providing you a written
notice at least 25 days but not more than 90 days in advance. The written
notice must state that you may cancel any service offering affected by the
change without incurring a cancellation charge or disconnection fee. To cancel
your service, you should inform your service provider both orally and in
Call the provider immediately to report a service
interruption. Find out who is responsible to pay for the service call if
Make a note of the date and time you placed the call and the
name of the person to whom you spoke to.
You may be entitled to a full day credit on your bill for
any service interruption caused by your cable operator which lasts more than
four hours in one day. If the interruption is not caused by the cable operator,
you are entitled to a credit for each hour service is interrupted if the
interruption is longer than four hours. You are not entitled to these credits
unless you notify the cable operator of the interruption and request a credit.
Rate increase and program service deletion
You must receive a 30-day notice before a rate increase is
put into effect or a program service is deleted. The Federal Cable Act also
gives the Federal Communications Commission (FCC) the right to establish
standards and rules for basic service rates and for unreasonable rates in
If you receive your bill and find unauthorized charges for
services you never agreed to, including pay per view (PPV) movies, contact your
satellite provider in writing immediately to dispute the charges. To prevent
unauthorized charges, guard your passwords carefully. Also ask your provider if
they are able to block all or certain types of charges in the future.
Keep copies of all correspondence and notes of phone calls,
advertisements or other promotional materials, any agreements or contracts,
bills, the terms and conditions, and disconnection notices given to you by your
Cable and satellite providers sometimes partner with
telephone companies to create bundles which include TV, Internet, and phone
services. While bundling services can provide convenience and savings, it can
also make it more difficult to get service when something goes wrong. When it
comes to customer service issues and resolving problems, the fact that
different services are administered by different companies can make it easy to
pass the buck.
When bundling – be sure to find out who is carrying each
service, what their rates are, and any contract requirements.
Rentals, condominiums, cooperatives, townhomes, and
An owner or tenant has the right to subscribe to cable or
install a satellite dish or an individually owned antenna in “exclusive use
areas.” “Exclusive use” refers to areas of the property only the renter may
enter and use, such as terraces, balconies or patios. If the area is shared
with others or accessible without the renter’s permission, it is not “exclusive
Under certain conditions, if a common service is available
for use by residents, then a private installation may be prohibited provided
the signal quality is equal to a privately-owned antenna or a satellite dish
and the cost is no greater. Restrictions are permitted to prevent damage to
leased property or if there are safety concerns.
Reception of local TV stations
The FCC also permits satellite television services to offer
local station programming in a Designated Market Area (DMA) determined by
Nielsen Media Research. Satellite TV companies are not required to provide
local service, but if they do they must provide all the stations in the local
DMA. Check with your satellite TV company to determine your DMA, whether the
company offers local programming, and what stations are included.
For further information on FCC regulations, contact:
Federal Communications Commission
445 12th Street SW
Washington, DC 20554
(866) 418-0232 Fax