Cable television providers that use the public rights of way are required to obtain a franchise from local authorities or from the state of California. Although these franchises are non-exclusive, there is currently only one cable company, Time Warner Cable, providing service in West Hollywood.
The current franchise agreement went into effect with Adelphia Communications in November of 2004 and transferred to Time Warner Cable in August, 2006, and has since transfered to the State of California. Part of the transfer agreement with Time Warner Cable is that they have agreed to the terms of the existing franchise agreement, within the limits set by federal and state regulations, however the primary franchise authority now lies with the State of California. The term of this agreement is ten years, with provisions for two five-year extensions under certain conditions.
Under the current franchise agreement, Time Warner Cable is providing five access channels for use by the City. The City's Public Information/CATV Division manages these channels and also oversees the franchise agreement with the cable company. We also provide assistance to cable customers who have questions about cable regulation or who have problems with the cable franchisee.
First, please contact Time Warner Cable Customer Service at 1-888-892-2253 (1-888-TW-CABLE). When you contact Time Warner, please note the time you called them, and try to note the name of the person you spoke with.
You can also visit the Time Warner Cable office in the Beverly Connection at 100 N La Cienega Blvd, Suite B-231, Los Angeles, CA 90048 to conduct some business, such as paying bills. Their hours are Monday through Friday from 9 am to 6 pm and Saturday from 10 am to 4 pm.
If you still have a problem, then call the City's Cable Customer Assistance Line at (323) 848-6536. We are also available to clarify or provide information with regard to cable operations and regulations.
Please note that under current federal law, the City has no regulatory or franchise authority with regard to internet service, even though it is provided through the same cable system.