Title 5 — BUSINESS LICENSES, TAXES AND REGULATIONS›Chapter 5.20 — CABLE TELEVISION REGULATIONS
Article XXVI — CUSTOMER SERVICE STANDARDS
Big Bear Lake Municipal Code · 2026-09 edition · updated 2026-10-02 · Big Bear Lake
5.20.990 - Customer service standards.¶
5.20.995 - Franchisee shall not deny cable service or discriminate against subscribers.¶
5.20.1000 - Franchisee to protect subscriber privacy.¶
5.20.1005 - Rights of individuals.¶
5.20.1010 - Required services for disabled and hearing impaired.¶
5.20.1015 - Program guide and channel card.¶
5.20.1020 - Local and toll-free telephone numbers to be available for calls twenty-four…¶
5.20.1025 - Telephone access to customer service supervisors.¶
5.20.1030 - Customer service representative identification.¶
5.20.1035 - Telephone system requirements.¶
5.20.1040 - Failure to satisfy telephone system requirements.¶
5.20.1045 - Response to service calls to be made in accordance with stated performance standards.¶
5.20.1050 - A franchisee shall respond to requests for service and complaints promptly.¶
5.20.1055 - Record of requests for installations and service.¶
5.20.1060 - Franchisee to furnish service to each person in franchise area making request for service.¶
5.20.1065 - Basic service charges must be applied on nondiscriminatory basis.¶
5.20.1070 - Franchisee may require refundable deposits.¶
5.20.1075 - Connections and disconnects.¶
5.20.1080 - No charges to be made to subscriber for repair of equipment or service disconnection.¶
5.20.1085 - Customers to have three day right of rescission when ordering cable service.¶
5.20.1090 - Service changes.¶
5.20.1095 - Passes and badges.¶
5.20.1100 - Untimely repairs or delays in making repairs—Basis for termination.¶
5.20.1105 - Failure of franchisee to keep scheduled appointments.¶
5.20.1110 - Franchisee fully responsible for action of contractors and subcontractors.¶
5.20.1115 - Advance notice to be given by franchisee prior to entering upon the…¶
5.20.1120 - Authorizations must be obtained by franchisee from owners of private property.¶
5.20.1125 - Subscriber to be advised in writing of specific services and procedures.¶
5.20.1130 - Promotional material.¶
5.20.1135 - Franchisee shall accommodate subscriber as to choice of morning or afternoon service calls.¶
5.20.1140 - Subscriber to be notified immediately of unplanned system outages.¶
5.20.1145 - Notice to subscribers regarding blackout requirement.¶
5.20.1150 - Franchisee to respond to subscriber inquiries and complaints.¶
5.20.1155 - Automatic termination of limited term premium channel offerings.¶
5.20.1160 - City reserves right to establish and to modify subscriber service standards from time to time.¶
5.20.1165 - Refunds—Subscriber may receive prorated credit for loss of cable service…¶
5.20.1170 - Franchisee's opportunity to correct, including reasonable access.¶
5.20.1175 - Franchisee to issue refund within thirty days after disconnection.¶
5.20.1180 - Subscriber's liability for loss or damage to converter or other electronic…¶
5.20.1185 - Billing procedures.¶
5.20.1190 - Information provided to subscribers by telephone.¶
5.20.1195 - Reports required of compliance and enforcement of standards.¶
5.20.1200 - Compatibility with consumer electronics equipment.¶
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