CATV Subscriber Agreement
Important information for Cable TV customers
As used in these Policies and Practices: “We”, “Company”, “us”, or “our” means Click! Network, its employees, or its authorized agents. “You” or “your” means the customer identified on the work order that was signed to begin your cable TV service.
“Home” means the residence or dwelling, including a single family home, apartment, or any other type of dwelling unit, where your cable TV service is installed.
“Installed” means either installed or activated.
"Equipment" means one or more of the following; remote control unit, security device, receiver, A/B switch, coaxial cable (“cable”), parental lockout device, or any other device installed in or around your home, or provided by us, necessary or convenient for you to receive cable TV programming or other services from us.
“Service” may include the cable TV signal or any other services that we provide to you.
Policies and Practices
The following policies and practices set forth below are used when providing you cable television and other services. We will continue to review our policies and practices as part of our commitment to improve the quality of services we provide. If you find any of the policies or practices unacceptable, you have the right to cancel your service. However, if you continue to receive service after the effective date of any change, we will consider this your acceptance of the Policies and Practices.
Click! Cable TV bills for cable television services in advance. Prepayment for the first month of cable services and installation charges is required prior to installation. The first month’s bill is prorated, slightly more or less, depending on your assigned bill cycle. Thereafter, a monthly bill will be produced and mailed to you at the mailing address indicated on your account, listing charges for the following month’s services. You have at least 20 days from the date the bill is produced before the payment is due. Payments not received within 10 days after the due date will be considered delinquent and subject to late payment fees and service disconnection. For more information regarding billing, see our Billing Policy.
Access to Customers’ Homes:
The customer agrees to allow Click! Network access at reasonable times to customer’s premises to install, inspect, maintain, replace, remove, or otherwise have access to our equipment and service. This authorization includes allowing us to be on your property outside your home at reasonable times even if you are not home. You authorize us to make connections and perform other tasks which are necessary or desirable to enable us to provide service to you or others, including connecting and making necessary attachments to your inside or outside wiring. If you are not the owner of your home, you agree to supply us, if we ask, with the owner’s name and address, proof that you may give us access on the owner’s behalf and, if needed, consent from the owner of the home. You can be assured that our employees or designees are easily identified by their I.D. badges and our vehicles are clearly marked so they’re easy to spot.
Right of Way:
In requesting and accepting service, you grant Click! Network, without fee, all required permissions, easements, licenses and rights of way necessary to render services to your premises.
We are committed to ensuring the technical quality of your cable television signal. In the event that any concerns or complaints associated with your signal arise, we have implemented the following procedures to ensure prompt resolution of your concerns.
- Please contact our Customer Service Department at 253-502-8900 to notify us of any problems with your cable television signal. We maintain records of all service calls, including the name, address, and telephone number of the subscriber.
- During normal business, the customer service representative will attempt to determine the nature of the problem and resolve it over the phone. If the problem cannot be resolved during the phone call, a service call will be scheduled.
- If your call is made after normal business hours, or a customer service representative is otherwise not available, you may leave a message with your name, phone number, and the nature of the problem. A customer representative will return your call the next business day.
- If a scheduled service call must be cancelled by us for any reason, we will attempt to notify you on the business day prior to your scheduled service call. If the service technician is unable to fulfill the scheduled service call, we will contact you to reschedule at a time that is convenient for you.
- Signal problems due to emergencies such as severe storms, fallen poles, or cold weather will be corrected as soon as possible, especially if a large area of the cable system is experiencing other technical difficulties.
- Service calls and installation work will be performed on an appointment basis. Appointments are usually scheduled in four-hour blocks during normal business hours. If you have special needs beyond this appointment option, please call us and we will do our best to accommodate you.
- If it is determined that a non-standard installation is required, requiring additional labor and materials, the estimated cost and completion date will be provided to you in advance.
- Our technical staff will not enter your home to perform work unless an adult over 18 years of age is present, under your consent. We have established this policy to protect you and our employees.
- Repair and maintenance to the cable lines outside your home and repairs to any Click! Network owned equipment are currently provided to you free of charge except when caused by negligence (e.g. dog chew or intentional damage)
- Service repairs and maintenance relating to the cable wiring in your home, including the first 12 inches of wire outside your home, may incur a charge. This includes repairs to any cable video reception problems caused by, but not limited to, VCR and television adjusting, loose fittings and connections, and other reception problems which are not caused by Click! Network or company owned equipment.
We will normally respond to service interruptions (outages) as soon as possible, and no later than 24 hours from the time we are notified of an interruption. We will normally respond to other non-outage service problems by the next business day. For outages beyond our control (such as natural disasters or severe weather related problems) we will respond as promptly as possible. We do everything to ensure trouble-free reception, but occasionally equipment failures occur. Generally, it is our policy to issue a credit, upon request, for service interruptions over 24 hours. Please call us at 253-502-8900 in a timely manner when you notice the problem. We will not issue credits for service interruptions if we are not notified promptly or for situations beyond our control.
- During severe electrical storms you should unplug your TV set and cable receiver to avoid possible damage. Your cable company and set manufacturer are not responsible for damage which occurs due to acts of nature.
- Please take the same precautions that you would for any small appliance such as checking to see that the cord is not worn or damaged.
- For your own safety, do not attempt to open or otherwise tamper with your cable receiver. If you have someone other than us install the inside wiring in your home, or if you do it yourself, ensure that it complies with applicable governmental regulation (such as the FCC signal leakage rules) and does not interfere with the normal operation of the cable systems (such as creating interference with radios used by the police and fire department) and devices.
Service Call Policy:
We will maintain all the wiring that we have installed free of service charges. Service charges will apply for repairs to any customer provided wiring or customer modifications to our wiring. Charges may also apply for repairing wire/cable damaged by customer or others working on customer’s property.
Service charges will apply for non-cable related service calls including to help connect a VCR/DVD or to reprogram a TV, universal remote control or VCR/DVD.
Equipment installed, placed under, over, on or about your home or property in connection with the delivery of service is the property of Click! Network.The equipment must be returned to us when service is discontinued for any reason, or at any reasonable time we need to issue other equipment. Failure to return equipment at the appropriate time will result in a charge to your account and may lead to legal action to recover the equipment. You are responsible for damage to equipment, other than normal wear and tear, and may be assessed a charge for repair or replacement. Equipment purchased from Click! Network is your property, and not covered by the above equipment policy.
Franchise Authority Contacts:
If you have a complaint that has not been resolved by Click! Network depending on your location, contact your Franchise Authority listed below.
City of Tacoma Franchise Administrator City of Fircrest
1224 Martin Luther King Jr. Way 115 Ramsdell Street
Tacoma WA 98405 – (253) 594-7914 Fircrest WA 98466 – (253) 564-8901
Fife, Pierce County & University Place: Lakewood:
Rainier Communication Commission City of Lakewood Finance Department
4400 Steilacoom Blvd SW 6000 Main Street SW
Lakewood WA 98499 – (253) 589-5878 Lakewood WA 98499 – (253) 589-2489
Theft of Cable TV Service:
The Federal Cable Act (47 USC 553) created both civil and criminal penalties for manufacturers, suppliers, and users of unauthorized cable devices. This federal theft-of-service law supplements any existing state or local laws, and provides a federal remedy against any person, who without authorization, intercepts or receives any communication service which is provided over a cable system.
Under federal legislation, a cable operator may seek substantial monetary damages for the theft of its cable services. In addition, if the violations are willful and for commercial advantage or private financial gain the court may award damages of up to $50,000 in civil cases and a maximum of $100,000 for certain criminal violations, in addition to a maximum of five years imprisonment for subsequent offenses.
If you are aware of persons receiving unauthorized cable service, please call us confidentially. We will follow up to ensure that the service you receive is not affected by someone else’s tampering.
The federal law prohibits the unauthorized interception or receipt of any communications service over a cable system. This would include the theft of audio, video, textual data or other service, including data transmitted to or from a customer over a system that has interactive capability. The law applies to both manufacturers and distributors of equipment, as well as individuals.
This legislation was enacted by Congress because it believes that theft of cable service poses a major threat to the economic viability of cable operators and cable programmers. Theft of service creates unfair burdens on cable subscribers who are forced to subsidize the benefits that other individuals are getting by receiving cable service without paying for it.
Commercial Establishment Pay-Per-View and Video On Demand (VOD) Programming:
Customer Privacy Notice
Section 631 of the Cable Communications Policy Act of 1984 (“Cable Act”) requires us to inform you of the following matters:
Collection of information:
We are required to inform you of the nature of personally identifiable subscriber information that we collect and of the nature of the use we make of such information.
Such records include billing, payment, deposit, complaint and service records, records of information you have furnished to us such as the location and number of television sets connected to cable and the service options you have chosen.
Generally, the Cable Act permits us to collect and use only the information needed for the business of providing cable and other services to subscribers. In order to provide reliable, high quality service and maintain adequate records, we keep regular business records that contain your name, address, telephone number, social security number, and other personally identifiable information.
We use this information to sell, maintain, disconnect and reconnect services, to make sure that you are being billed properly for the services you receive, to maintain financial, accounting, tax and property records including records required by the terms of our franchise. Periodically the information may be used for cable related market research by the company and others contracted on its behalf.
Disclosure of information:
The Cable Act allows us to collect personally identifiable information and to disclose to a third party only if (a) you consent in advance in writing or electronically; (b) disclosure is necessary to deliver cable service and other services we provide to you and related business activities; (c) disclosure is required pursuant to a court order and you are notified of such order; or (d) for mailing lists as described below.
The Cable Act requires us to inform you of the nature, frequency and purpose of any disclosure which may be made of such information, including an identification of the types of persons to whom the disclosure may be made.
We may make your records available to employees, agents and contractors to install, market, provide and audit cable service on each occasion access is needed for the specific job at hand. Access for these purposes is routine, and does not occur with any specific frequency.
We may occasionally release our subscriber list to a customer research organization to conduct market research for our company.
We make our subscriber list available each month to an independent billing house to send bills; to mailing services and programmers for sending program guides; to programmers and outside auditors to check our records by requirement, which occurs irregularly; to attorneys and accountants on a continuous basis as necessary to carry out service to the company; and to franchising authorities to demonstrate compliance if compliance concerns are raised.
Subscriber information may also be disclosed to our bill payment lock box service each month as necessary for processing subscriber payments, and information on delinquent accounts may be supplied to collection agencies and credit bureaus when delinquency occurs. We take reasonable precautions to prevent unauthorized access to this information.
The Cable Act allows us to disclose your name and address for mailing lists and other purposes unless you object. We do not presently sell our subscriber list or otherwise disclose it to commercial users, and do not anticipate making any such disclosure in the future. Should we make any such disclosure in the future, we will not disclose the extent of your viewing or use of a particular service or the nature of any transaction you may make over the cable system. We may disclose that you are among those who subscribe to a particular service. If you do not wish to have your name and address included on a subscriber list disclosed to commercial or charitable users, please contact us at our system business office. Please refer to our company information for the address of our office, our phone number and our hours of operation.
Click! Network will make any necessary changes to our policies in the event federal, state or local laws change.
Retention of information:
We destroy subscriber information that is no longer necessary for the purpose for which it was collected unless there is a legitimate request or order to inspect the information still outstanding. Paper records such as work orders and installation records are retained for a minimum of six years. Receiver records are retained for as long as a subscriber has this equipment. Financial billing information and records of technical maintenance and service are retained for a minimum of six years. Information concerning location and number of outlets and other information you have provided to us upon installation is retained so long as you are a subscriber and may be deleted from the system within two years after you terminate your subscription, provided your account is fully paid.
Disclosure by Court Order:
The Cable Act also states that the government may obtain disclosure of personally identifiable information by court order, if it offers evidence that such records are material to a criminal case, and if you are given the opportunity to appear and contest the evidence.
As described above, the Cable Act establishes your rights as a subscriber and the limits upon the cable operator with respect to the collection and disclosure of subscriber information. You have the right to inspect our records that contain information about you and to correct any errors in our information.
If you wish to inspect the records pertaining to you at our office, please contact our customer care office during business hours to set up an appointment. You may bring a private civil action in U.S. District Court and you may seek to recover damages, costs and attorney fees if the limits under the Cable Act have been violated.
Availability of Special Bypass Equipment:
Some of the channels offered on our cable system may also be scrambled as authorized by the FCC and may be viewed only if a receiver is used. However, as described above, a receiver may limit your ability to use certain advanced features on your TV or VCR. If you use a receiver and you have problems using the special features, additional equipment may be necessary to regain some or all of these features. The cable company will consult with you in order to determine what specific equipment may be available to solve your particular situation. This equipment may include an additional receiver or, if you have a receiver that can tune our cable channels, possibly a switch (or a special receiver with a switch) that will enable you to by-pass the receiver and tune all unscrambled channels with your TV or VCR.
Please contact us regarding your needs and we will discuss alternatives with you and give you a schedule of charges. In addition, you may purchase by-pass switches and receivers at retail outlets. Receivers with descrambling capabilities (so-called “pirate boxes” or “black boxes”), are illegal to sell or use. Because of the need to protect our scrambled services and network, we will not authorize the use of any receivers, and other descramblers not provided by us. People who use illegal receivers/descramblers are stealing cable service and are subject to potential fines.
Click! Network provides a remote control with each receiver at no charge. It is possible that the remote control that came with your TV or VCR is capable of controlling the receiver. You may also buy a “universal” remote control device capable of working with our receivers at a retail outlet including many appliance or electronic stores. Remote control devices may not be compatible with all receivers.