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How to get help with your cable and broadband

Last updated:

Having trouble with your cable or internet service? Here's how to get help.

Step
1

Before you get started online

We handle thousands of calls from residents each year. If you're having problems with your cable or broadband provider, we can help with:

  • cost complaints, like overcharging or unauthorized payments
  • technical problems, like bad installs or no-shows
  • downed or low-hanging wires, or
  • utility pole problems, whether they're damaged from an accident or age. Remember to take down the pole number on the metal tag so you can report it.
Step
2

Contact your provider

Go to Comcast’s website to file a complaint with them. If you have RCN, please visit the RCN website. Remember to keep a copy of your email for your records.

Step
3

And then contact us

After you talk to your provider, please email us at cable@boston.gov. Don't forget to give us:

  • a description of the issue
  • the complete address of the home where the problem occurred
  • your contact information, and
  • any other information that might be helpful.
Step
1

Before you get started by phone

We handle thousands of calls from residents each year. If you're having problems with your cable or broadband provider, we can help with:

  • cost complaints, like overcharging or unauthorized payments
  • technical problems, like bad installs or no-shows
  • downed or low-hanging wires, or
  • utility pole problems, whether they're damaged from an accident or age. Remember to take down the pole number on the metal tag so you can report it.
Step
2

Contact your provider

Call Comcast at 1-800-934-6489 to file a complaint. If you have RCN, you can call them at 1-800-746-4726. It’s a good idea to write down some notes about your conversation.

Step
3

And then call us

After you contact your provider, get in touch with us at 617-635-3112. Our office hours are Monday through Friday, 9 a.m. - 5 p.m. Don't forget to give us:

  • a description of the issue
  • the complete address of the home where the problem occurred
  • your contact information, and
  • any other information that might be helpful.  
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