Cable Franchise Administration

Cable Service Regulation, Telecommunications Policy, and Access Television


fiber  What We Do - This function of our office manages the city's Cable TV Franchise agreement and advises city officials on telecommunications issues within the City and County of Denver.   Additionally, we administer the contract with Denver's Public Access entity - Denver Open Media.

If you have Cable Service comments or complaints call, we may be able to assist with your issue.

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CenturyLink Retail stores provide free account review, interactive demonstrations, personal interaction and service as well as modems and accessories.

Denver 16th Street Mall - 1600 Stout St Denver, CO 80202. (303) 825-3434  |  M-F 8am-6pm, Sat 10am-5pm, and Sun 12pm-5pm

Arvada (Shoppes at Arvada) 5324 Olde Wadsworth Blvd Arvada, CO 80002. (303) 403-9980  |  M-F 9am-7pm, Sat 9am-5pm, and Sun 11am-5pm

Aurora Town Center - 14200 E Alameda Ave Aurora, CO 80012. (303) 343-0861  |  M-F 10am-9pm, Sat 10am-9pm, and Sun 11am-6pm

*Highlands Ranch - 9370 S Colorado Blvd Suite A-8 Highlands Ranch, CO 80126. (303) 791-5033  |  M-F 10am - 7pm, Sat 10am -6pm, and Sun Closed

* Parker - 11290 S Twenty Mile Rd, Suite 130 Parker, CO 80134. (303) 840-1103  |  M-F 9am-7pm, Sat 10am-6pm, and Sun 11am-6pm

Westminster (Orchard Town Center) 14456 Delaware St. Suite 200 Westminster, CO 80020. (303) 457-1881  |  M-F 9am-7pm, Sat 9am-5pm, and Sun 11am-5pm

Boulder (Twenty Nineth Street) 1805 29th St Boulder, CO 80301. (303) 442-2011  |M-F 9am-7pm, Sat 9am-5pm, and Sun 11am-5pm

*denotes payment center location

CenturyLink's Prism cable service is fully digital. The Prism channel lineup is located at: Prism Channel Lineup

Prism cable service is IP based and thus offers unique applications available via the television set such as access to Facebook and Picasa. In addition, search and streaming services are available which enable viewers to search for the cheapest gasoline within a specified area or to stream selected stock market quotes.

Prism is a state of the art offering and its features and functions also include, but are not limited to: (1) whole home DVR; (2) warp speed channel change; (3) find-it fast navigation, (4) multi-view (4 shows on one screen); (5) personal media sharing; (6) interactive news and information dashboard; (7) Prism on the Go (select content available over mobile devices such as smart phones and tablets); (8) an ever increasing HD and video on demand library and (9) advanced parental controls.

Currently CenturyLink offers more channels in HD than any other MVPD nationally. It also provides a robust library of Video on Demand content. Lastly, it will carry all of the Public Educational and Government access channels in HD.

By going to the following URL, you can "experience" the features and functions of Prism through a short demonstration at Explore Prism now or learn more at Prism programming

 

 

 

 

Principal customer service rules prescribed by the FCC (Federal Communications Commission): 
  • Cable company must have operators on duty at convenient operation hours and must answer all calls within 30 seconds, 90% of the time (excluding conditions beyond the company's control), as measured quarterly. 
  • Standard installations must be performed within 7 business days.
  • Must offer four-hour appointment windows on service calls, or a specified time.  
  • Must respond to service interruptions (outages) within 24 hours.
The Denver Media Services compliance staff serves as a liaison on behalf of cable subscribers who have complaints they feel are not resolved by Cable Operator to their complete satisfaction. To contact this staff call 720-865-2300 during normal business hours for assistance with cable service issues

For questions, complaints, information, concerns about bills or requesting installation or service calls, dial: 

Customer Service
303-930-2000
 

Comcast has consolidated all customer service operations for Metro Denver at one location:

8000 E. Iliff Ave., Denver, CO 80231

All customer service personnel are trained to respond to queries from all cities and towns in the metro area.

XFINITY Stores

Glendale, 1390 S. Colorado Blvd. Denver, CO 80222,  800-266-2278  Get directions

Hours: MONDAY - SATURDAY 9:00 AM - 7:00 PM, SUNDAY 9:00 AM - 6:00 PM 

Even if you live in Denver, payments can be made and equipment exchanged or returned at any of the following locations.
All hours are 9:00am - 7:00pm Monday-Saturday.  Sunday hours vary.  *Closed Sundays

Lakewood - 7349 Alaska Dr., Get directions

800-266-2278  Sunday hours: 10am-6pm

Aurora - 10650 E. Garden Dr., Get directions

303-930-2000 Open Sunday 10:00am-4:00pm

Boulder - 2900 E Baseline Rd, Get directions

303-930-2000

Centennial -8222 S Yosemite St, Suite 110 
303-930-2000  Get directions

Thornton - 880 East 88th Ave., Get directions

800-266-2278 (Open Sunday 10:00am-4:00pm)

Comcast Service Centers* Monday - Friday 10 AM  - 6 PM

*Brighton - 965 Bridge St.Get directions

303-930-2000 

*Littleton 6793 W. Canyon, Unit 13C, Get directions

303-930-2000

*Wheatridge 11501 W. 44th Ave., Get directions

303-930-2000

Comcast Channel Lineup page    - Channel lineup subject to change

Basic Service Channels  -  The City & County of Denver has the authority to regulate rates for basic service and equipment, installation, and service charges related to basic service.

Basic service is the lowest level of cable service a subscriber can buy.   It includes, at a minimum, all over-the-air television broadcast signals carried pursuant to the FCC must-carry rules, and any PEG (public, educational, or government) Access channels required by the system's franchise.   It may include additional channels chosen by the operator.
 

Basic Service is required to receive all other services. Premium channels are available for an additional charge and require special equipment.


Standard Service -  By Federal law, rates for this level of programming are no longer regulated
This level of service includes all program channels on the system other than digital tier, premium channels such as HBO, Showtime, and pay-per-view events.

Digital Channels - Digital Service requires a set top box.  This equipment opens the full array of programming options.


HD Service - XFINITY offers you the best HD experience with stunning picture quality and the most HD choices with thousands of HD movies and shows.  Learn more about XFINITY HD

XFINITY On Demand™ — more ways to get more entertainment. Enjoy the best selection of current TV shows and hit movies, available on any screen, as part of your XFINITY subscription. Learn more about xfinity.com/tv


3D - XFINITY, the leader in HD, brings you an ever-expanding selection of TV in stunning 3D. Enjoy hit movies, sports and more in a whole new dimension.  Learn more about XFINITY 3D  

 

Digital Channels - Digital Service requires a set top box.  This equipment opens the full array of programming options.


Call Comcast for complete details regarding 3D channels.





Digital Channels - Digital Service requires a set top box.  This equipment opens the full array of programming options.


HD Service - XFINITY offers you the best HD experience with stunning picture quality and the most HD choices with thousands of HD movies and shows.

HD

HD Service - XFINITY offers you the best HD experience with stunning picture quality and the most HD choices with thousands of HD movies and shows.
Learn more about XFINITY HD




Principal customer service rules prescribed by the FCC (Federal Communications Commission): 

  • Cable company must have operators on duty at convenient operation hours and must answer all calls within 30 seconds, 90% of the time (excluding conditions beyond the company's control), as measured quarterly. 
  • Standard installations must be performed within 7 business days.
  • Must offer four-hour appointment windows on service calls, or a specified time.  
  • Must respond to service interruptions (outages) within 24 hours.

The City and County of Denver has adopted more stringent customer service standards, which have been mutually agreed upon by the City and Comcast and approved by the City Council.

The Denver Media Services compliance staff serves as a liaison on behalf of cable subscribers who have complaints they feel are not resolved by Cable Operator to their complete satisfaction. To contact this staff call 720-865-2300 during normal business hours for assistance with cable service issues.

Access TV Channels

By Franchise Agreement,  cable providers make available to the City and County of Denver channels for PEG (Public, Education, and Government) Access Television programming;

  • PUBLIC - Channels 56, 57, and 219 comprise the Public Access television lineup. more...
  • EDUCATIONAL - Channel 22 is the Educational Access through Denver Public Schools; and Channel 54 is from the Auraria Campus. more..
  • GOVERNMENT - Denver 8 TV and Channel 58 are managed by Denver Media Services.

 

Contact Us

8:00am - 5:00pm M-F

720-865-2300   Fax: 720-865-2294

Denver Media Services
1437 Bannock St. Mailbox P3
Denver, CO 80202