HomeMy Public PortalAboutMassachusetts Cable TV Buying GuideIntroduction
Cable service is available in most communities
through one or more providers and may be of-
fered as part of a bundled services package.
Bundled services refer to specially priced pack-
ages of services that include telephone, video
and Internet. The cost of receiving cable service
can be broken down into three main categories:
(1) programming, promotions and pricing; (2)
equipment and installation; and (3) taxes, fees
and surcharges.
This guide presents some of the issues that may
arise when selecting a cable provider, or cable
services and programming. While this guide is
meant to be thorough, it is by no means exhaus-
tive. Use this guide as a reference to assist you
in selecting a cable provider’s services and
programming.
I. Programming, Promotions & Pricing
Channels
Cable providers offer different programming
packages with different channel combinations.
The price of the programming packages in-
creases as the number of channels and pre-
mium channels, such as movie networks, sports
and international channels, increases. In addi-
tion, many cable providers allow access to video
on demand programming.
Request the channel line-ups for the pro-
gramming package you are considering.
Pay close attention to the number of video,
music and pay-per view channels you will be
getting both during and after an advertised
promotion. Pay-per-view channels may be
included in the channels advertised as part of
a promotional package.
Ask about the capabilities and limitations of any
video on demand programming that is in-
cluded with the package you are considering.
Promotions & Pricing
Ask about other options or specials that might
be available to you, such as more streamlined
packages, fewer channels or fewer premium
features. Those other options/specials might
be better suited to your situation or program-
ming tastes than the packages being
promoted.
Ask about bundled services pricing. Most peo-
ple purchase cable as part of a bundled ser-
vices package. Changes to the number of
services in the bundle, or in the level of fea-
tures of any of the services in that bundle, will
almost certainly affect your monthly cost.
Ask about coupons and vouchers, or other
credits (e.g., installation).
Ask specifically what price and contract terms
will change when the promotion ends. This
will help ensure that any channel changes
resulting from the promotion ending will not
affect the channels that you are interested in.
Ask about receiving notice prior to the termi-
nation of the promotional period.
If the cable provider makes any “guarantees,”
such as money-back guarantees if you are
not satisfied, be sure to ask for details about
how the guarantee would work and how you
would be reimbursed if you are not satisfied
with the your service.
Prior to signing the contract, ask for the total
monthly cost (including all fees, taxes, and
surcharges) that you will be responsible for
paying both during and after any promotional
period.
Ask about any additional conditions on which
the promotional price depends, and any cost
increases if those conditions are not met,
such as “new customers only,” time limitations
for sign-up, and limitations on transferability.
II. Equipment & Installation
Equipment Charges
In order for you to receive their programming,
cable providers usually require a converter box
and/or a remote control. There is often an addi-
tional monthly rental charge for this equipment.
There are different types of converter boxes
including digital, high-definition (HD), and digital
video recorder (DVR) boxes. Each box has a
different monthly rental fee. Discuss with your
sales rep whether the channels you are getting
require the level of features on the suggested
converter box.
If a converter box or remote is necessary,
ask about the cost of the equipment and
whether you must rent and incur a monthly
charge, or can buy the equipment.
Ask what equipment is required to receive
the programming you are interested in. For
example, international programming may
require additional equipment that is not
otherwise required.
In order to receive high-definition video or
HDTV, a subscriber must have a television
capable of receiving high definition pro-
gramming and an HD converter box. Ask
about the monthly fee and necessity of an
HD converter box if you are interested in
receiving HD programming.
Cable companies also provide the option of
renting equipment that will allow you to re-
cord cable programs. If you are interested
in DVR service, ask about the cost of the
digital box with DVR service. Also ask about
DVR memory capacity. You might also con-
sider purchasing your own DVR, which may
have additional service features, with addi-
tional costs, that are more suited to your
needs.
DEPARTMENT OF TELECOMMUNICATIONS AND CABLE
Installation
In order to receive cable programming, the cable
provider may need to install wiring and equipment
at your location. Service technicians perform the
installation work, which may take several hours to
complete.
Ask whether installation fees apply and the
amount of the fees. In addition, you should ask
what is included in the cost of the installation.
For example, you should ask if installation re-
quires drilling through exterior or interior walls
and, if so, whether there is an additional
charge.
If you see “free installation,” make sure that
you find out what will be included in “free in-
stallation.” For example, will other
“installation” work be necessary in order to
receive the service? You should also ask if
“free” means through a credit or a redeem-
able coupon or voucher program, and exactly
how that program will work.
Ask whether someone else other than the
provider will be doing the installation, and
who will be responsible for that installation
work. For example, if there are problems with
the installation (e.g., shoddy workmanship, or
damage done to your property), find out who
will be responsible, and whether to direct any
installation issues to your cable provider or
the third party installer.
III. Taxes, Fees & Other Surcharges
Early Termination Fees (“ETFs”)
Cable providers often charge early termination
fees if you cancel or downgrade a service before
a fixed contractual term, usually 12 to 24 months.
ETFs can be quite substantial.
Always ask about the amount of the ETFs.
For example, while canceling service before
the contract is up usually results in ETFs; find
out if downgrading a service from a higher-
priced plan to a lower-priced plan also results
in ETFs.
If you downgrade or eliminate a service
bought in a bundle, ask whether the cost
for the remainder of the services will
change.
If you purchase bundled services that are
provided by different companies, make
sure that you know what the contract
terms are for each different company and
if terms, such as early termination fees,
will be different among those companies.
Fees, Taxes & Other Surcharges
In addition to programming, equipment and
installation charges, cable providers may also
assess certain taxes, surcharges and fees as
part of consumers’ monthly bills. These addi-
tional charges can add a significant amount
to your monthly bill.
Be sure to ask whether there are any
other fees of any kind before entering
into a contract.
Cable providers may assess other fees
such as “activation fees” to commence
service or other fees that have not al-
ready been discussed.
Cable providers are required by law to
assess certain taxes and they are permit-
ted to pass on other charges (such as
franchise-related costs) to their customers.
Some of these charges, such as franchise-
related costs, differ in amount depending
on where you live. Determine the taxes,
fees and surcharges specific to your city or
town.
CABLE SERVICES
BUYING GUIDE
Geoffrey Why, Commissioner
Deval L. Patrick
Governor
Barbara Anthony
Undersecretary
For more information please visit
our website at
www.mass.gov/dtc and click on
Competition Division. You can
also reach us at 800-392-6066
or email us at
consumer.inquiry@state.ma.us.
CABLE SERVICES BUYING GUIDE