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1. Which cable television companies currently provide service in the City of Hoover?

• Charter Communications provides cable television services within most of the Hoover city limits.
• AT&T offers its U-verse programming services in many parts of the City of Hoover.
• Bright House Networks provides cable television services in some areas of Hoover.

2. What services can I get from the cable companies in Hoover?

In addition to basic and expanded basic video programming services, the cable companies in Hoover offer premium channels, pay-per-view movies and events, digital cable services, high definition channels, on-demand programming, and cable modem internet access services.

3. How much does the cable company charge for cable services in Hoover?

Rates and fees vary depending on the cable company and their current pricing policies. When you subscribe to their services and, at least annually thereafter, the cable company should provide information to you about your services, how much they cost, and how to contact them to change services or inquire about their charges.

4. I’m having trouble with my cable services - how can I get them resolved?

Please try contacting your cable company first. Your cable company is required to restore cable service outages that affect large service areas within 24 hours after they receive their first notification of the problem. Troubles that impact small service areas or just one home might take longer. Of course, you will not really know the extent that the service area is affected so it is recommended that you call your cable company’s customer service number whenever a problem occurs.

5. How can I contact the cable company to request service or assistance?

Charter Communications
2100 S. Columbiana Road
Vestavia Hills, AL 35216
Ph: 888-438-2427

AT&T U-Verse

Bright House Networks
1400 9th Ave. N.
Suite 124
Bessemer, AL 35020
Ph: 205-591-6880

6. My cable company is not providing good service and is not responding to my service needs - can the City of Hoover do something about that?

Yes, Hoover city staff can help resolve problems on a case-by-case basis. If the cable company is not able to resolve the problem in a timely manner, please contact the Hoover Cable Hotline, 205-444-7575, or use the link below to report a problem or concern to the City and we will work with the appropriate cable company to resolve such problems in a timely manner. Report a Cable TV Sevice Problem at this link.

7. Why does Hoover let the cable companies keep raising their rates?

Hoover is exercising regulatory authority over basic rates, equipment, and service fees to the maximum extent allowed by federal law. Presently, by federal law, FCC Regulations, and FCC Orders and Proceedings, the City of Hoover is not permitted to regulate any rates for any cable television services, equipment, and/or fees in any way.

8. What are franchise fees and why do I have to pay them?

Franchise fees are fees that local governments charge an entity for their use of the public rights-of-way. As is the case in Hoover, franchise fees are typically computed as a percentage of the entity’s gross revenues within the local government’s jurisdiction. Thus, franchise fees are, in some respects, similar to business license fees. They differ, however, in that other area businesses do not disclose their license fee charges on customer statements and store receipts when a consumer purchases a good or service from that business. Cable companies are allowed by federal law to itemize their franchise fees on cable customer statements.

9. What is a franchise agreement?

A franchise agreement allows an entity, such as a cable company, to use the public rights-of-way under certain terms and conditions within a franchise area, such as Hoover city limits. Local governments typically enter into franchise agreements with utility, telecommunications, and cable companies. Franchise agreement terms and conditions vary significantly from one franchise agreement to another based on the company's needs and local government requirements.

10. Who regulates the cable companies - does the City of Hoover?

The City of Hoover has limited regulatory authority over the cable companies that operate here. Some of that authority comes from federal law. Other authority was stipulated within a franchise agreement that the City and each cable company entered into. Local government regulatory powers have, generally, diminished since the enactment of the Cable Consumer Protection and Competition Act of 1992 by the U.S. Congress. The “Telecommunications Act of 1996” has also placed limitations on local government regulatory powers, though, less specifically to cable operations. The State of Alabama Public Service Commission does not exercise any regulatory authority over cable companies within Alabama. The Federal Communications Commission (FCC) has significant regulatory authority over cable companies but limits its exercise of that authority to issues that are national in scope and to maintain consistency in the application of federal law. The FCC, generally, refers inquiries and complaints about local cable issues to local franchising authorities, such as the City of Hoover.

11. Why can’t city officials get some cable competition in Hoover?

City officials are doing everything possible to create an environment conducive to cable competition. Three cable companies have been authorized by the city to provide cable / video programming services throughout the entire Hoover city limits. To varying degrees, each of those companies has invested in the cable infrastructure and equipment needed to provide such services to various areas of Hoover. However, the presence of two or more service providers is not yet a reality to every Hoover home. Until that goal has been achieved, city officials will continue to take appropriate action to promote cable competition within our city to the extent allowed by federal laws and regulations.

12. Why do city officials allow a cable monopoly to exist in Hoover?

The City of Hoover does not have an exclusive, monopolistic arrangement with one cable company and Hoover’s city officials do not desire to have an exclusive deal with just one video programming service provider. Furthermore, federal law prohibits exclusive cable franchise agreements. Three companies, in fact, already have franchise agreements that allow them to provide cable services throughout the entire Hoover city limits.