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CCRC FAQs

What services and current providers does the CCRC regulate?

Under state and federal law, the CCRC only has authority over Comcast’s cable television service.

I have a problem with my Comcast broadband Internet service. Can the CCRC help me?

Under state and federal law, the CCRC’s authority is limited to cable television service. Broadband Internet access is largely unregulated, and the CCRC has no authority over Comcast’s broadband service. In some cases, because of our relationship with Comcast and our role in administering the cable television franchise, the CCRC is able to help residents with problems related to broadband service, but the CCRC has no power to require Comcast to do anything to address broadband service issues.

I get my broadband Internet service from a provider other than Comcast. Can the CCRC help me with problems with my broadband service?

No. Under state and federal law, the CCRC’s authority is limited to cable television service. Broadband Internet access is largely unregulated, and the CCRC has no authority over broadband service providers.

I have a problem with my landline telephone service. Can the CCRC help me?

No. Wired telephone service is regulated by the Maryland Public Service Commission.

I have a problem with my wireless telephone service. Can the CCRC help me?

No. Wireless telephone service is regulated by the Federal Communications Commission.

I have a problem with my Voice Over Internet Protocol (VoIP) service. Can the CCRC help me?

No. Complaints about VoIP service may be filed with the Maryland Office of Attorney General.

I am paying too much for my broadband Internet service. Can the CCRC do something about that?

No. Broadband service rates are unregulated; the CCRC has no ability to affect any provider’s rates for that service.

I am paying too much for cable television service. Can the CCRC do something about that?

No. Only the rate for the lowest tier of basic cable service (consisting of the over-the-air broadcast channels, the PEG channels and a few additional channels) is regulated at the local level, and in any case, the rate actually charged by the cable company is lower than the “Maximum Permitted Rate” established by the FCC’s rules. Rates for higher tiers of video service, premium channels (such as HBO), High Definition (HD) service, and “triple play” and other bundles of service are unregulated.

My bill shows a “franchise fee”. What is this?

The CCRC charges Comcast a franchise fee to use the public rights-of-way for private enterprise. The franchise fee is five percent of Comcast’s gross revenue.

I have a complaint about my broadband Internet service bill. Can the CCRC help me?

The CCRC does not have authority over broadband bills, but if Comcast is your service provider, we may be able to help by working with you and Comcast to get questions answered and to resolve disputes regarding bills.

I have a complaint about my Comcast cable bill. Can the CCRC help me?

The CCRC can help by working with a subscriber and Comcast to get questions answered and to resolve disputes regarding bills.

Comcast does not serve my neighborhood. Can the CCRC help me?

The CCRC may be able to help you if you have requested Comcast cable television service and Comcast has failed to extend service to your home. In some cases, we may also be able to help if you have requested broadband service, but unless you have also requested cable service Comcast cannot be required to serve you. Comcast is required to provide cable service throughout each of the incorporated cities and towns. In the County, Comcast is required to extend its network if there is an average of at least twenty homes per mile along a route between Comcast’s existing cable system and the home requesting service. In addition, a home will not be included in the count if it is more than 400 feet from the public right-of-way. The CCRC can help determine whether these standards have been met, and if they have, can help ensure that Comcast meets its obligation.

Why is Comcast not required to provide cable service everywhere in the County?

Comcast’s network construction obligation is contained in its cable television franchises, which were granted by Carroll County and each of the incorporated municipalities in the County. Those franchises are negotiated agreements, so the CCRC’s authority is limited to enforcing the agreed-upon build-out terms in the franchises. These build-out terms strike a balance between the County’s desire to extend service to as many residents as possible, and Comcast’s need to make a return on its investment. Neither the CCRC nor the various franchising authorities have the legal power to require Comcast to build everywhere

Why is Verizon FiOS not available in Carroll County?

Verizon FiOS is not available in Carroll County because Verizon has chosen not to build its fiber-to-the-home network in the County. Verizon could build the FTTH network and provide FiOS broadband service if it chose to without any authorization from the County or any of the municipalities in the County, but for its own business reasons Verizon has never done so. If Verizon wanted to provide cable service in addition to FiOS, it would be required to obtain a local franchise from each jurisdiction, but Verizon has never requested a franchise.

I have heard that there are federal grants that can be used to pay for expanding broadband networks in rural areas. Are they available in Carroll County?

No. The FCC has established the “Connect America Fund,” which makes grants to certain eligible service providers to construct broadband networks in specific, underserved areas. Under the FCC’s criteria, Carroll County is not an eligible area. Portions of Western Maryland and the Eastern Shore are eligible. In addition, although Verizon is eligible for the funding, to date, Verizon has chosen not to participate in the Connect America program. Comcast is not considered an eligible provider. This may change in the future, because as service is extended in less densely populated areas of the country, new areas (and providers) may become eligible. At this point, however, it appears that Connect America Fund grants will not be available in Carroll County for the foreseeable future. The U.S Department of Agriculture and the National Telecommunications and Information Administration oversee additional programs; these programs are also directed towards rural areas outside of Carroll County.

How can I get cable information from the FCC?

Cable Service Bureau Fact Sheets are available for viewing online at the Federal Communications Commission web site. The Fact Sheets can also be downloaded.

How do I resolve a problem with Comcast?

FIRST - Phone Comcast's customer service at 1-800-934-6489. State the facts briefly and provide any additional evidence that supports your position. It will be helpful if you have copies of all bills, receipts, canceled checks, letters and disconnect notices everything that supports your position. When communicating by phone, be sure to get the name of the persons you talked with. In addition, keep copies of any letters you send

SECOND - If you are not satisfied with Comcast's response, contact the Carroll Cable Regulatory Commission. There is no special form to fill out to file a complaint. You can file a complaint by telephone, or by using our complaint form. Include your name and residence address, your residence telephone number and, if applicable, a telephone number where you can be reached during the business day. Describe your problem clearly and provide the names of the Comcast representative you contacted about complaint (and the dates you spoke with them). You may be asked to send copies of any relevant documents such as bills, letters, or disconnect notices. The Cable Regulatory Office will require Comcast to review your complaint, and contact both you and the office on a proposed resolution.4

What television and internet providers are currently in Carroll County? – Click here for a complete list of providers currently serving Carroll County.