Helpful Numbers:

Repair Service:
973-4000 or 611
(611 connects only if calling within a Wilkes Telecommunications Exchange and will not connect if calling from a cell phone)

Customer Service/
General Office:
336-973-3103

Local Directory Assistance:
411 within service area*
(*$1.00 per call)

 

Complaint Procedures

Closed captioning subscriber complaint procedures have been streamlined and simplified by shortening the time frames associated with filing and responding to complaints, and by permitting complaints to be filed directly with the FCC, rather than requiring that they be filed with the video programming distributor first.

Consumers must submit closed captioning complaints in writing either with the FCC or with the cable operator within 60 days of the captioning problem. If filed with the FCC, the Commission will forward the complaint to the cable operator.

Cable Operators must respond within 30 days of receipt of the complaint. If the complaint has been forwarded to the cable operator by the FCC, a copy of the response to the consumer must be provided to the FCC. If the consumer files a complaint directly with the cable operator and fails to receive a response within 30 days or is not satisfied with the response, the consumer may then file a complaint with the FCC within the next 30 day period.

Note that the Commission has issued a stay of rules that required cable operators to forward closed captioning complaints to broadcasters or other video programming distributor in cases where the responsibility for the closed captioning lies with a third party. That requirement is in conflict with Communications Act provisions that prohibit providing personally identifiable information to third parties, and the Commission will issue a Notice of Proposed Rulemaking to consider how to address the conflict.