CATV Subscriber Agreement
Important information for Cable TV customers
Policies and Practices
The 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 policy or practice unacceptable, you have the right to cancel your service. However, if you continue to receive service from Click! Cable TV, we will consider this your acceptance of the Policies and Practices.
As used in these Policies and Practices: “We”, “Company”, “us”, or “our” means Click! Network, Click! Cable TV, 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.
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 Cable TV 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 of 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 hours, 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 and Installation Policies
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, 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. 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 is currently provided to you free of charge. 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 of any cable video reception problems caused by, but not limited to, VCR/DVD/TV adjustments, game system or other customer-owned equipment connections, loose fittings and other reception problems which are not caused by Click! Network or company owned equipment. Charges may be incurred when customer caused (e.g. dog chew) or intentional damage occurs.
Service charges will apply for a service call to help connect a VCR/DVD or other customer-owned equipment or to reprogram a remote control unit, TV or VCR/DVD.
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.
Here are a few tips to help you maintain an acceptable signal:
- 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 Services Manager
1224 Martin Luther King Jr. Way
Tacoma WA 98405 – (253) 594-7914
City of Fircrest
115 Ramsdell Street
Fircrest WA 98466 – (253) 564-8901
Fife, Pierce County & University Place:
Rainier Communications Commission
2320 S. 19th Street
Tacoma, WA 98405 - (253) 798-8707
City of Lakewood Finance Department
6000 Main Street SW
Lakewood WA 98499 – (253) 589-2489
Theft of Cable TV Service
The Federal Cable Act (47 U.S.C. § 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.
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.
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.
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.
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.
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.
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.
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.
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 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.
As a municipal corporation of the State of Washington, we are subject to the Washington State Public Disclosure Act Chapter 42.56, R.C.W. We may disclose personally identifiable information pursuant to a valid request made under the Washington State Public Disclosure Act if in our reasonable legal judgment we are required to do so.
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.
We may provide anonymous data to third parties on a weekly basis who may combine it with other information to conduct more comprehensive audience analysis for us and for television advertisers. This data helps program networks and us decide on which programs, channels, and advertising to carry. We may combine personally identifiable information that we collect as part of our regular business records, with other information obtained from third parties for the purpose of creating an enhanced database. We may use this database in marketing and other activities related to your cable service and other services. If you do not wish to have your name and address included on a subscriber list disclosed to affiliated third parties, please contact us at our system business office to opt out of such subscriber lists.
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 generally 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.
IMPORTANT NOTICE TO OUR CUSTOMERS REGARDING EQUIPMENT COMPATIBILITY:
Extra steps may be required for all cable TV features to work with the cable-compatible equipment present in your home or business. This guide provides information about when cable TV is compatible with your equipment and how to use your cable service. If you do not find your particular situation described in this guide, please call the number on your billing statement or visit our website. We will work with you to determine the cable setup appropriate for your needs.
Click! Network delivers TV programming in an all-digital format. Some of our cable services are encrypted and require equipment from us to view, while others are made available “in-the-clear” and can be viewed on certain TVs and other devices. To view a given programming offering, you must subscribe to the appropriate package and have the necessary equipment.
Digital Cable Services
All of our channels are transmitted in digital format. Much of that digital cable programming is encrypted and can only be viewed using digital cable ready equipment, such as a digital receiver, a digital adapter, or a CableCARD-equipped Unidirectional Digital Cable Product (“UDCP”). However, because digital cable services provided as part of the Broadcast Service Tier (including local broadcast television stations’ standard definition (“SD”) and high definition (“HD”) signals) are transmitted in the clear, they may be viewed using digital TVs and other devices that include a QAM tuner (also known as “ClearQAM” devices) directly connected to the cable TV system. (In addition, other digital services that we provide to your location may be provided in the clear. Please contact us if you would like additional information on this topic.) Refer to the manual for your digital TV or other television reception device to determine whether it includes a QAM tuner and, if so, how to utilize your device to access these in-the-clear digital services.
PLEASE NOTE: Occasionally it is necessary for us to make adjustments to the way that our programming services are organized on our physical plant. For customers with digital receivers, this is a seamless process. However, a customer using a ClearQAM device connected directly to our cable TV service may not be able to continue viewing certain in-the-clear channels until accessing the settings menu on his or her device and performing a new channel scan. If you lose access to certain services on a ClearQAM device or cannot access all of the in-the-clear services available, we recommend consulting the manual that came with your ClearQAM device or contacting the manufacturer directly.
To access encrypted programming to which you subscribe, you will need a digital receiver or CableCARD provided by Click! Network regardless of whether your TV or other device is capable of receiving unencrypted channels or is “cable ready.”
Any UDCP equipped with a Click! Network provided CableCARD will allow you to access our one-way cable TV offerings, but due to device limitations, UDCPs (and other one-way CableCARD-compatible devices) cannot access our “two-way” cable services, such as the electronic program guide, Pay-Per-View and Video on Demand.
PLEASE NOTE: We are the only authorized provider of any CableCARD or other type of equipment capable of decrypting the digital cable content that we provide (i.e. Click! Network provided digital equipment). The use of any other equipment on our cable system obtained from a third party that is not authorized by us is illegal and is subject to criminal prosecution pursuant to 47 U.S.C. § 553.
Many subscribers currently rent or own receivers to get our cable services. Because a receiver functions as the channel tuner on your television, DVD player or DVD recorder, it may prevent you from using some of the special features and functions of your television, DVD player or DVD recorder. For example, you may not be able to view one program while recording another, record two or more consecutive programs that appear on different channels, use advanced picture generation and display features such as “picture in picture”, channel review or use other features that necessitate channel selection by the television set. Some of these problems may be resolved by the use of A/B switches, signal splitters, and/or other supplemental equipment that can be purchased or leased from Click! Network or at electronic stores. If such equipment is purchased or leased from us, a custom installation fee and/or a monthly fee may apply. This equipment may also be purchased from local retail outlets. Please call us if you would like to discuss the type of special equipment needed to resolve individual compatibility problems or if you have any questions regarding other equipment compatibility issues.
Some televisions' components like DVD players, DVD recorders, cable-ready sets and remote-control devices may not be compatible with your cable television service. We encourage you to make certain components you purchase are compatible with your cable television service prior to making a purchase.
Receivers that unscramble services also provide our customers with the option to use “parental controls” to block channels they wish not to view.
It is easy to watch your television after connecting to cable using a receiver. Just turn on both your television set and receiver. Make sure that your television is tuned to the output channel of your receiver (Ch. 2, 3 or 4) or to the television input to which the equipment is connected, and then select the channel you want to watch by using the controls on either the receiver or the hand-held remote control device. To ensure reliable operation, make sure the receiver is plugged into a “live” electrical outlet, rather than one controlled by a light switch. Loss of power to some receivers may result in a temporary loss of cable service, even after the power is restored.
As new technologies and services become available, additional compatibility challenges requiring other special equipment may arise. We are committed to helping you get the most out of your cable television service. Please feel free to contact us to discuss the cable setup appropriate for your needs.
Availability of Special Bypass Equipment
Some of the channels offered on our cable system may also be encrypted 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, VCR, DVD player or DVD recorder. 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. Click! Network will consult with you upon request 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 unencrypted channels with your TV, VCR, DVD player or DVD recorder.
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/decryption capabilities (so-called “pirate boxes” or “black boxes”), are illegal to sell or use. Because of the need to protect our encrypted services and network, we will not authorize the use of any receivers containing an embedded security access device (CableCARD), or other descramblers, not provided by us. People who use illegal receivers/descramblers are stealing cable service and are subject to potential fines.
Commercial Establishment Pay-Per-View and Video On Demand (VOD) Programming
Click! Network may not have the right to distribute pay-per-view/VOD programming to commercial establishments. You may not order or request pay-per-view/VOD programming for receipt, exhibition or taping in a commercial establishment. You may neither exhibit nor assist in the exhibition of pay-per-view/VOD programming in a commercial establishment unless explicitly authorized to do so in advance, by us and our program provider. If you fail to abide by this restriction, you will be held liable for any claims made against you or Click! Network on account of any unauthorized commercial exhibition. All pay-per-view / VOD purchases are the responsibility of the customer identified on the cable TV account. It is your responsibility to pay for all authorized and unauthorized purchases made on your cable TV account.
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.
Important Account Information
Hearing / Speech Impaired – If you need this information in an alternative format, please contact Customer Care at (253) 502-8900. You may also call 711 (TTY).
For closed captioning concerns and other accessibility issues affecting customers with disabilities, call (253) 502-8900, go online to www.ClickCableTV.com/support, email firstname.lastname@example.org or write us at:
Click! Cable TV
3628 South 35th Street
Tacoma WA 98409