Update on Comcast Franchise Agreement

Front Royal Town Staff has been working with Comcast on establishing a new franchise and pole attachment agreement for services in Town. The existing agreements expired on May 13, 2018. At the April 2, 2019, meeting the staff had with Josh Brokee, Comcast, he informed the Town that they will be closing the Front Royal customer service center in 60 days (June 1st). He stated that it was a business decision and they were closing a total of 5/6 locations. He has provided a summary sheet on how our citizens can still do business with Comcast in town through other vendors.

After reviewing the proposal and knowing the volume of customers that do business in the customer service center, Joe Waltz, Town Manager, informed Brokee that this was unacceptable to the citizens of Front Royal. Waltz also informed Brokee how important this customer service center is to Front Royal and how the Town had included specific language in the franchise agreement for the establishment of a center in Town.

Meza again bucked the consensus, saying, “I don’t want to lose Comcast – they’re restructuring; it’s a change in their business model.” While Waltz agreed with the business model observation, he again pointed to the heavy local use of the center, noting many town citizens use cash to pay bills that way. The town manager said a new RFP could be issued to put the cable franchise up to bid; but suggested that Comcast might have “too much inventory here” to just pack up and leave.

While Waltz said Comcast has taken the stance that the closing is non-negotiable, he believes maintaining the Front Royal service center should be a key point in the franchise agreement negotiation. “Tell them to take their lines and cable and move on,” Councilman Tewalt suggested if the non-negotiable stance was maintained.

Here’s what Comcast says:

Comcast Customer Service Options Available to Residents of Front Royal, VA

There are many convenient ways that customers may interact with us, 24 hours a day, 7 days a week. These include:

Making A Payment:

• By mail
• By telephone: 1-800-XFINITY
• Online: www.Comcast.com/myaccount
• Mobile: Xfinity My Account App

Third Party Locations:

• 7/11 Store at 851 John Marshall Hwy
• Rite Aid Store at 800 John Marshall Hwy (via Western Union)
• 7/11 Store at 606 North Royal Avenue
• Martin’s 409 South Street
• Comcast service center located in Winchester, VA (approximately 14 miles away)

Customers have many convenient ways to contact Comcast, including:

• Speaking with a Comcast customer care representative toll-free at 1-800-XFINITY
• Online at www.comcast.com, 24 hours a day, seven days a week.
• Via our dedicated Digital Care team that communicates with customers on blogs, social media and twitter.
• In person at the Comcast service center located in Winchester, VA (approximately 14 miles away)

Customers have several options when it comes to receiving, installing or returning equipment, including:

• Calling 1-800-XFINITY to order a self-install kit, making it convenient for customers to add, install and activate Comcast services on their own schedules.
• UPS pre-paid mailers are available to be sent to the home for customers to easily return equipment at no-charge.
  Customers may take the pre-paid UPS Office Customer Pick-Up/Drop Off Center at 912 John Marshall Hwy
• Comcast offers early morning, evening and weekend in-home appointments, as well as two-hour appointment windows for professional installation.
• In person at the Comcast service center located in Winchester, VA (approximately 14 miles away)
• Comcast has teamed up with UPS to offer convenient and free equipment returns (4,400 total locations across the US). Comcast customers can bring their equipment directly to The UPS Store, where it will be processed, packed and shipped back to Comcast, free of charge. All equipment can be returned as-is, without wrapping or a box and customers will receive a  confirmation of receipt and tracking information from UPS, eliminating any questions about the status of their return. Located at: 912 John Marshall Hwy.

All of these options are complimented by Comcast’s Customer Guarantee, the Company’s written promise that we will hold our products, service and employees to the highest standards. The Guarantee makes clear what customers should expect of Comcast, and backs it up with a 30-day money-back guarantee on our services, and credits or complimentary services if we are late for an appointment or don’t fix a problem right the first time. Comcast is committed to making it easier for customers to do business with us on their own terms.