Customer Service Policy
Service Interruption
If you have a service interruption, please call us as soon as possible. We have service technicians on call 24 hours a day. Excluding conditions beyond our control, we will correct your problem within the shortest possible time.
Service Call
If you need to make an appointment for any reason, you can call our office during normal business hours, Monday through Friday, 8 a.m. to 4 p.m. We will schedule your appointment on the day of your call, or on the next business day at your earliest convenience.
Disconnect of Services
Service will not be disconnected for nonpayment on a holiday, Saturday or Sunday, or any day our business office is not open to the public to accept payments.
Subscriber Rights
Subscriber Information
We maintain all pertinent information needed to provide you with cable television service including your name, address, telephone number, account number, payment record, service/complaint record and all correspondence between us. If we are required to disclose this confidential information in any way other than to ourselves, we will inform you. You are always welcome to view your information on file.
Billing Policy
General Billing
Subscribers will be informed of our billing requirements upon initial installation and whenever there is a change in our billing practices or payment requirements or notice of all programming and other services offered.
You will be billed each month for all channel services you receive during the upcoming month. Payment can be made in person, or by mail. We also accept credit cards* and ACH payments. We appreciate full payment by the due date stated on your bill. If the bill remains unpaid for forty-five (45) days, a late payment charge will be added to your bill.
If you make service changes or have service initially installed during the month prior to the billing date, your service will be prorated.
*We do not charge a credit card fee.
Incorrect Billing-Complaint Procedures
If you discover a billing error or have a complaint, please contact us immediately by telephone, in person or by mail within thirty (30) days. We will need your name, address, telephone number, account number and description of the problem. We will evaluate the claim and within ten (10) business days, we will contact you with a resolution. If you are dissatisfied with our evaluation, you can refer the problem to the New York State Department of Public Service Commission within thirty (30) days of the dispute.
NEW YORK:
- Website: www.dps.ny.gov/complaints
- Phone: DPS Helpline at 1-800-342-3377 (M-F 8:30a – 4:00p)
- Mail: Office of Consumer Services, NYS Department of Public Service, 3 Empire State Plaza, Albany, NY 12223
PENNSYLVANIA:
- Website: www.puc.state.pa.us/complaints
- Phone: 1-800-692-7380
- Mail: PUC, Bureau of Consumer Services, P.O. Box 3265, Harrisburg, PA 17105-3265
