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, Spectrum (formerly Time Warner Cable), providing service in West Hollywood.
The original franchise agreement went into effect with Adelphia Communications in November of 2004 and transferred to Time Warner Cable (Spectrum) in August, 2006, and has since transferred to the State of California. Part of the transfer agreement with Spectrum was that they had agreed to the terms of the existing franchise agreement, within the limits set by federal and state regulations, even though the primary franchise authority lies with the State of California. The term of the agreement was ten years, and expired in 2014. The current franchise agreement was negotiated by, and is enforced by the State of California Public Utilities Commission.
Under the current franchise agreement, Spectrum provides five access channels for use by the City. The City's Communications Department manages these channels 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 Spectrum Customer Service at 1-844-799-7883. When you contact Spectrum, please note the time you called them, and try to note the name of the person you spoke with.
You can also visit the Spectrum 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 a.m. to 5 p.m.
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.