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MetroCast Customer Privacy Notice for New Hampshire Customers

METROCAST PRIVACY NOTICE 

MetroCast Communications (“MetroCast”) takes seriously the protection of our subscribers (“you,” “your” or “customer”) privacy.  This privacy notice is intended to give you a general understanding of how MetroCast protects your privacy in connection with our cable television, Internet, and telephone services, and any other services that we may provide to you using our cable system (individually and collectively, the “services”), as well as your rights under the federal Cable Communications Policy Act of 1984 and the federal Telecommunications Act of 1996, as amended. 

This privacy notice does not cover information that may be collected through any other products, services, or websites, even if accessed through our services, and even if co-branded with our services.  You should read the privacy policies for these other products, services, websites and providers to learn how they handle your personal information. 

Please read this privacy notice in conjunction with your service agreement.  We may modify this privacy notice at any time.  The most current version of this privacy notice can be found on www.MetroCast.com/policies.  If you find the changes unacceptable, and if those changes materially and adversely impact your use of the services, you may have the right to cancel your services.  Continued use of the services following the posting of a revised privacy notice shall constitute your acceptance of, and consent to, the privacy notice as revised.  While this notice is intended to be comprehensive, please note, particularly for customers that subscribe via a service agreement other than our standard residential service agreement, that in the event that your service agreement contains provisions that conflict with the terms of this privacy notice, the provisions contained in your service agreement will govern.

1. What types of customer information does MetroCast collect? MetroCast collects both personally identifiable information and non-personal information about you when you subscribe to our services.  MetroCast uses its cable system to collect personally identifiable information about you:  (i) when it is necessary to provide our services to you; (ii) to prevent unauthorized reception of our services; and (iii) as otherwise provided in this privacy notice.  MetroCast will not use its cable system to collect your personally identifiable information for other purposes without your prior written or electronic consent.  MetroCast also collects personally identifiable information and non-personal information about you when you voluntarily provide information to MetroCast, as may be required under applicable law, and from third parties, as described in this privacy notice.

Personally identifiable information is any information that identifies or can potentially be used to identify, contact, or locate you.  This includes information that is used in a way that is personally identifiable, including linking it with identifiable information from other sources, or from which other personally identifiable information can easily be derived, including, but not limited to, your name, address, telephone and fax numbers, email address, spouses’ or other relatives’ names, your driver’s license or state identification number, financial profiles, social security number, and bank account and credit card information.  Personally identifiable information does not include information that is collected anonymously (i.e., without identification of the individual or household), or demographic information not connected to an identified individual or household.

Non-personal information, which may or may not be aggregated information about our customers, and may include information from third parties, does not identify individual customers.  Examples of non-personal information include but are not limited to aggregated user data that does not identify particular persons, IP addresses, MAC addresses and other equipment identifiers.  Our system may automatically collect certain non-personal information when you use our interactive or other transactional services. This information is generally required to provide the service and is used to carry out requests you make using your remote control or set-top box. 

We may also collect and maintain information about your account, such as:  billing, payment and deposit history; records indicating the number of television sets and other devices you may have, including equipment identifiers; service options you have chosen; customer correspondence; complaint and maintenance records; and information about your use of our services, including the type, technical arrangement, quantity, destination and amount of use of certain of those services, and related billing for those services. If you rent your residence, we may have a record of whether landlord permission was required prior to installing our cable facilities, as well as your landlord’s name, address and telephone number.

2.  How does MetroCast use customer information? We use the personally identifiable information we collect about you primarily to:

  • properly deliver our services to you;
  • provide you with accurate and high-quality customer service;
  • perform billing, invoicing and collections;
  • provide updates, upgrades, repairs or replacements for any of our service-related devices or software used in providing or receiving services;
  • protect the security of the system, prevent fraud, detect unauthorized reception, use, and abuse of MetroCast's services or violations of our policies or terms of service;
  • keep you informed of new or available products and services;
  • better understand how the services are being used and to improve the services and the general administration of our business;
  • manage and configure our devices, systems and networks;
  • maintain our accounting, tax and other records; and
  • comply with applicable federal and state laws and regulations.

If you use an interactive or transactional service (for example, responding to a survey or ordering a pay-per-view event or a premium video-on-demand title), the system will collect certain additional personally identifiable information, such as account and billing information or customer-provided locale and service preferences, to properly bill you for the services purchased and to provide you with a more personalized experience. In addition, certain information such as your connections to our system is automatically collected to, for example, make it possible for your set-top boxes to receive and process the signals for the services you order.

MetroCast also collects personally identifiable information from third parties to verify information you have provided us, and collects personally identifiable information from credit reporting agencies to, for example, determine your creditworthiness, credit score, and credit usage.  We may also maintain research records obtained through voluntary customer interviews and questionnaires. 

Our system may collect anonymous and/or aggregate information using set-top boxes and other equipment.  If we collect this information, we will use it to determine which programs are most popular, how many people watch a program to its conclusion, and whether people are watching commercials, for example.  We may provide subscriber lists or certain anonymous and/or aggregate information to third parties working on our behalf such as audience measurement or market research firms, for example.  These firms may combine this information with other aggregated or non-aggregated demographic information (such as census records) to provide us with audience analysis data, though they would be required by us to remove personally identifiable information about our subscribers from this data.  We may also use this information to improve our cable television service and other services and make programming and advertising more relevant to our subscribers.  In addition, we may use this information to distribute and deliver relevant programming and advertising to you without disclosing personally identifiable information about you to programmers or advertisers.   We may also combine personally identifiable information that we collect, as described in this privacy notice with personally identifiable information obtained from third parties for our own use to better understand our customers and provide more relevant services.

3.  Who sees the information that MetroCast collects about me?  MetroCast will only disclose personally identifiable information to others if:  (i) a customer provides written or electronic consent in advance; or (ii) it is permitted or required under federal or applicable state law. Specifically, federal law allows MetroCast to disclose personally identifiable information to third parties:

  • when it is necessary to provide MetroCast's services or to carry out MetroCast's business activities;
  • for mailing list or other purposes, subject to your ability to limit this type of disclosure as described below; or
  • as required by law or legal process.

To provide services and carry out our business activities, certain authorized people have access to your information, including our employees, entities affiliated through common ownership or control with MetroCast and third parties that provide and/or support our provision of the services.  The frequency of disclosures varies according to business needs, and may involve access on a regular basis.

Unless you object in advance, federal law also allows MetroCast to disclose through "mailing lists," personally identifiable information, such as your name, address and the level of your service subscription, to non-affiliated entities, including advertisers and marketing entities, for non-service related purposes, including product advertisement, direct marketing and research.

As part of its business activities, if MetroCast enters into a merger, acquisition, or sale of all or a portion of our assets, MetroCast may transfer its customers' personally identifiable and non-personal information as part of the transaction.

If allowed by and after complying with any federal law requirements, MetroCast may disclose personally identifiable information about you to representatives of government or to comply with valid legal process. In these situations, MetroCast may be required to disclose personally identifiable information about a customer without the customer's consent and without notice to the customer. Law enforcement agencies may, by federal or state court order, and without notice to you, obtain the right to install a device that monitors your Internet and e-mail use, including addresses of email sent and received and in some cases the content of those communications; and/or your use of our telephone service, including listings of incoming and outgoing calls and in some cases the content of those calls. In some instances where there are valid legal requests for, or orders for, disclosure of your information, we may notify you of the requests or orders and then it may be your responsibility to object or take specific action to prevent any disclosures pursuant to those requests or orders.

We may also use or disclose personally identifiable information about you without your consent (i) to protect our customers, employees, or property, (ii) in emergency situations, (iii) to enforce our rights in court or elsewhere, or directly with you, for violations of service terms, conditions or policies and/or (iv) as otherwise required by law, for example, as part of a regulatory proceeding.

4. How does MetroCast use cookies?  We may collect information on our websites using cookies, web beacons or similar technologies. These methods permit us to collect various types of information, including which pages you visit, how you use the services, which of our email messages you read, and other information.   MetroCast may use this information to understand usage patterns and perform analyses, to provide you with more personalized service and to improve your online experience.  Most web browsers permit users to disable or reject cookies, though doing so may limit the personalization available to you and your access to sections of our websites.  MetroCast may partner with third-party advertising companies who may utilize cookies, web beacons, or other technology to deliver or facilitate the delivery of targeted advertisements.  MetroCast also uses third-party advertising companies to identify and present tailored online advertisements for its goods and services.  MetroCast does not share or provide personally identifiable information we may collect, such as names, e-mail addresses and phone numbers, with our advertisers without your express permission.

Some content or applications, including advertisements, on MetroCast’s website are served by third-parties, including advertisers, ad networks and servers, content providers and application providers. These third parties may use cookies alone or in conjunction with web beacons or other tracking technologies to collect information about you when you use our website. The information they collect may be associated with your personal information or they may collect information, including personal information, about your online activities over time and across different websites and other online services. They may use this information to provide you with interest-based (behavioral) advertising or other targeted content. We do not control these third parties' tracking technologies or how they may be used. If you have any questions about an advertisement or other targeted content, you should contact the responsible provider directly.

5. Can I prohibit or limit MetroCast’s use and disclosure of my personally identifiable information? You have the right to prohibit or limit certain kinds of disclosures and marketing. You may contact MetroCast by emailing us at DoNotContact@metrocast.com to ask us to put your name on our internal company “do not call” and “do not mail” lists so that you do not receive marketing or promotional telephone calls or postal mail from us or made at our request.  You may also opt-out of certain email communications by following the instructions to unsubscribe provided in such emails from MetroCast.  You may not opt-out of service-related communications.  If you do not want your name, address, level of service or other personally identifiable information disclosed to third parties in a "mailing list" as explained above, please notify us in writing that you do not wish us to disclose it for such purposes.  Any such written notification should not be sent with your payment, it should be emailed to the email address listed above.  Customers cannot opt-out of the collection of non-personally identifiable data for the purpose of audience measurement or website analytics.

6. How does MetroCast protect customer information? MetroCast takes seriously the security of our customers’ personally identifiable information.  MetroCast’s policy is to engage in such actions as are reasonably necessary to prevent unauthorized access to customers’ personally identifiable information by a person other than the customer or us.  We cannot guarantee, however, that these practices will prevent every unauthorized attempt to access, use or disclose personally identifiable information. 

You need to help protect the privacy of your own information. You must take precautions to protect the security of any personally identifiable information that you may transmit over any home networks, wireless routers, wireless (WiFi) networks or similar devices by using encryption and other techniques to prevent unauthorized persons from intercepting or receiving any of your personally identifiable information. You are responsible for the security of your information when using unencrypted, open access or otherwise unsecured networks in your home.

7. How long does MetroCast keep personally identifiable information? We will maintain information about you for as long as we provide service to you and for a longer time if necessary for related business activities. Ordinarily, we will keep records for at least six (6) years for tax reasons. When information is no longer necessary for our purposes, we will destroy the information unless there is a court order or a pending legitimate request or governmental order to inspect or maintain the information.

8. Can I see the information that MetroCast collects? As a customer, you have the right to review your personally identifiable information collected and maintained by MetroCast.  The information that MetroCast maintains about its customers is maintained at its offices and systems.  In most cases, the personally identifiable information contained in these records consists solely of billing and account information. You may examine records containing your personally identifiable information at our local office during normal business hours, and at your own cost and upon reasonable prior notice to us.  To set up an appointment, please contact your local MetroCast office.  The local office contact information appears on the top left corner of your bill.  If your examination reveals an error in our records, MetroCast will correct it.  You will only be permitted to examine records that contain personally identifiable information about your account and no other account.

9. Does MetroCast protect children’s privacy? MetroCast is concerned about children's privacy and does not knowingly collect personally identifiable information from anyone under the age of 13.  Other services or web pages accessed through MetroCast's services may have different policies on collection of information pertaining to children and you should consult their privacy policies and read their notices if you have any concerns about the collection or use of such information by those entities.   If you have any questions about our privacy policy with respect to children, please contact us.

10. What can I do if I believe MetroCast has violated my rights or I have questions about the privacy notice? We encourage you to contact us directly through your local MetroCast office in order to resolve your concern or answer any questions about this privacy notice. You may enforce the limitations imposed on us by federal law with respect to the collection and disclosure of personally identifiable subscriber information about you through a civil action under federal law, in addition to other rights and remedies that may be available to you under federal or other applicable laws. 

11. Additional provisions regarding the use and disclosure of customer proprietary network information or “CPNI”: If you subscribe to MetroCast telephone service or any other MetroCast service classified as a “telecommunications service,” federal law creates certain additional privacy protections and use restrictions with respect to a category of information known as “customer proprietary network information” or “CPNI.”  CPNI refers to the quantity, technical configuration, type, destination, location, and amount of your use of a telecommunications service that is made available to us solely by virtue of our relationship with you, as a customer.  CPNI also includes information in your bills pertaining to your telephone service.  CPNI does not include subscriber list information, such as your name, address and telephone number or other information that is available through public directories or databases.  Examples of CPNI include information about your phone service found on your monthly telephone bill, the technical characteristics of your service, the class of service to which you subscribe, your current telephone charges, your long distance and local service billing records, directory assistance charges, usage data, and calling records. 

For the protection of residential subscribers, we will not disclose your call detail records over the phone to an inbound caller, and we require the use of a password to log into accounts where you can view your CPNI online.  We will use, disclose, or permit access to CPNI to provide you with the services to which you subscribe, including:  for use in directories; to bill and collect for communications services; to protect our rights or property, or to protect users or other carriers or service providers from fraudulent, abusive or unlawful use of, or subscription to, such services; to provide inside wiring installation, maintenance, or repair services; as required by law; or as expressly authorized by the customer.  Although federal law permits us to use CPNI for certain marketing, we have elected not to use such information for marketing purposes at this time.  We also do not provide or sell your CPNI to any third party for marketing activities. 

Pursuant to an order of the Federal Communications Commission (the FCC), our Internet access service was classified as a “telecommunications service” in June 2015.  For so long as this classification is in effect, certain information relating to your use of our Internet service will be considered CPNI and subject to additional privacy protections and use restrictions.  In the absence of specific rules from the FCC, we will take reasonable, good faith steps to protect the CPNI of our broadband Internet customers in accordance with the requirements of the Communications Act, as applicable, and as described in this privacy notice. 

METROCAST POLICIES & PROCEDURES

The following information summarizes our policies and procedures affecting the cable services you receive from us:

  • Terms and conditions of our services.  Please see the general terms and conditions of the MetroCast Service Agreement/Terms and Conditions (which is available on MetroCast’s website at www.MetroCast.com/policies/work-order-service-agreement) for more information.  
  • Our installation and service maintenance policies.  The installation and/or maintenance work we perform and the materials we use will be free from defects for a period of 90 days after such work is completed.  If any defects in workmanship or materials are reported to us within 90 days of when the work is completed, we shall correct such defects without charge to you.  Correction of such defects shall constitute our sole obligation, however.  This obligation will not apply to defects resulting from abuse, misuse, tampering, acts of God, or repairs performed by unauthorized persons.  We provide free service calls for any interruption of service resulting from the failure of our equipment, such as digital set-top boxes, that we install and continue to own, or from weather or other conditions clearly beyond the control of the customer.  Other service calls including cable installation, repairs (such as failure of your equipment and cable home wiring that is not covered by the free service policy), and calls related to changes in the level of cable service will be billed at our standard rate.
  • Cable home wiring.  Federal law defines "cable home wiring" as the internal wiring contained within your premises, which begins at the demarcation point.  The "demarcation point" is defined by federal law as the point at (or about) 12 inches outside of where the wire enters the outside wall of your single family home or, in the case of an apartment building, 12 inches outside of where the cable wire enters the outside wall of your individual unit. Cable home wiring does not include any active elements such as amplifiers, digital set-top boxes or remote control units that may be located within your premises.  Cable home wiring is your property and its maintenance, repair and replacement is your sole responsibility.
  • Instructions on how to use our cable service.   By the end of 2016, all of our video programming will be encrypted to secure it from unauthorized use, which means that you will need to have a set-top box or CableCARD-enabled retail device for every television on which you wish to receive cable television service.  (Customers may lease a CableCARD from us in order to enable their compatible retail devices to access our services.)  If you currently watch our unencrypted programming on a TV without any of these devices, you may be eligible to receive a set-top box and/or CableCARD from us for a period of time at no charge.  You may have already received (or may subsequently receive) a separate notice when this change is scheduled to become effective in your area. 
  • Channel positions of broadcast programming carried on our system.  Federal law requires us to inform you of any broadcast stations that cannot be viewed without a digital set-top box.  Upon the completion of our transition to fully-encrypted video service in your system, none of the broadcast stations can be viewed without a set-top box or a CableCARD-enabled retail device.  Prior to the completion of the transition to fully-encrypted service in your system, the specific broadcast stations that we carry on our cable system are listed in the Basic Service portion of our channel line-up and each can be viewed without the use of a digital set-top box if you have the correct equipment.  If you want to view without a digital set-top box the standard definition and high definition digital broadcast signals that we offer, you will need to have a cable-ready digital television set with a QAM capable tuner or such other device that can receive such unencrypted digital broadcast signals. 
  • Parental locks and video/sound blocks on "R" rated premium or pay-per-view channels.   Our digital set-top boxes enable you to limit viewing of certain channels through parental control options.  Such options allow you to select which channels should not be viewed or recorded in your absence, through use of a customer created code, which can be enabled or disabled at your discretion.  Please consult your digital set-top box manual or contact one of our Customer Service Representatives for additional details and assistance. 
  • Previews.  During the course of the year, we may offer a “Free Preview” of a premium channel.  If you do not want the free previews or find any of the programming personally offensive, you may call us and we will block out the Free Preview channel or offer you a “lock box” which will have the capacity of blocking out the Free Preview channel. 
  • Billing and complaint procedures.  You will be billed monthly for services.  We bill for our current month's service in advance and we bill for pay-per-view and video on demand services following their delivery.  All charges are due upon receipt of our invoice.  Our billing cycles vary by region; payment is expected by the due date identified on our monthly statements.  Balances which remain unpaid 45 days after the billing date will be subject to disconnection.  Reconnection fees will be charged to restore service.  There is a fee charged for returned checks. You will be billed for chargeable work at our standard service rates.  We will issue a credit or refund for any billing error which is brought to our attention by you within 60 days of the invoice date.  If we receive partial payment of any amounts you owe, we will apply such payments first to any outstanding amount due for telephone service if you are a telephone customer and then to the oldest outstanding invoice and any remaining amounts will be applied to any other invoices in the amounts and proportions as we reasonably determine.

We urge you to call us any time you have questions or concerns about your service, equipment or any other aspect of the cable television service which we take pride in providing to you.  We maintain customer service telephone numbers and addresses for each region on our website at www.MetroCast.com/contact and specific information for your local region is included on your monthly statement.

The Office of the Attorney General of the State of New Hampshire has the authority to enforce consumer protection laws and provide assistance in the mediation of consumer complaints. Customers may file written complaints concerning any alleged misrepresentation and unfair or deceptive practices with: The Office of the Attorney General, Consumer Protection and Antitrust Bureau, 33 Capitol Street, Concord, NH 03301.

  • Refundable Deposit.  We may require you to pay a refundable deposit: (i) when you activate MetroCast services; (ii) when you order MetroCast equipment such as a digital set-top box; or (iii) if you fail to pay charges owed to us when due.  If we collect a deposit from you, we will refund the deposit, less any amounts owed to us, to your last known address within 45 days after the date: (x) you terminate MetroCast services and return all MetroCast equipment; or (y) we disconnect the services we provide you.  We will withhold from the deposit all amounts owed and unpaid for MetroCast services and for any MetroCast equipment you ordered that is damaged or that you do not return within 30 days of termination of the applicable services.  Any amounts withheld by us from a deposit become the property of MetroCast and will be applied against any amounts you owe us.  If applicable law requires us to handle deposits differently than described above, we will adjust our procedures accordingly.
  • Late or Non-Payments and Collection Costs.  You may be billed fees, charges and assessments related to late payments or non-payments if for any reason (i) we do not receive from you by the payment due date any required payment for the services we provide you or (ii) you pay less than the full amount due for the services.  If we are required to use a collection agency or attorney to collect money owed by you, you will be obligated to pay the reasonable costs of collection. These costs include but are not limited to any collection agency's fees, reasonable attorneys' fees and arbitration or court costs.

METROCAST SIGNAL QUALITY COMPLAINT PROCEDURE

This notice summarizes the procedures to follow to help us resolve problems you may have with the quality of the television signals that we deliver to you. 

1.  If you’re experiencing reception problems, there could be a quick, easy solution right in your home. Before you call us, please review the following troubleshooting checklist: (1) Make sure your TV and the digital set-top box are plugged into a live electrical outlet and are turned on.  Press the ‘On’ button.  (2) For digital set-top box use, make sure your TV is tuned to channel 3 (channel 4 for some televisions) by pressing the ‘Channel’ button on your remote that controls your TV.  (3) Check the tightness and security of all the connections to your TV, VCR, DVR and other video equipment.  (4) Switch all cable-ready TVs to “CATV.”  (5) If you have more than one cable outlet, check to see if the problem is occurring on all TVs connected to our cable television service.  (6) Check all the channels to determine if the problem is on only one channel, on all channels, or on a group of channels.  (7) Make sure the batteries in your remote are working properly.  If you continue to experience a problem with picture or signal quality, you should review your TV, VCR, DVR and/or digital set-top box manual for proper adjustment.  If the problem does not clear up, you should call our office and describe the problem to a Customer Service Representative (CSR).  Our business office hours and telephone numbers can be found on your monthly statement.  Alternatively, if you wish to put your comments in writing, your letter should be addressed to MetroCast at the mailing address listed on your monthly statement. 

2.  When you call about a service problem during normal business hours, all complaints received concerning the technical quality of the cable television signals will be logged in on the day of receipt.  The date, time, and nature of your complaint will be noted, as well as your name, address, and telephone number.  A CSR will attempt to determine the nature of the problem and, if possible, will help you resolve the problem over the phone.  If the problem cannot be resolved during the call, the CSR will schedule a service appointment with you, usually within 24 hours of the time you call, excluding weekends and holidays.    In order to correct the problem, we may need access to your premises. If access is not granted, we will ensure our service is working properly from the origination point of the service drop wire connecting your residence to our cable system network. Without access, we cannot check the service integrity of the residential in-home wires, connectors or the equipment we provided you to receive our service. If our service technician is unable to correct the problem to your satisfaction we will, at your request, schedule a second service appointment.  If we remain unable to correct the problem, you will be notified of this fact and the reason why.  There is currently no charge for service appointments if our equipment causes the problem.

3.  If you call about a service problem outside of regular business hours, an answering service may answer the call.  Please leave both your home and work telephone numbers.    We will call you back during normal business hours the next working day to resolve the matter.

4. If you are unable to get a problem resolved to your satisfaction, you may submit your complaint to us in writing.  We will maintain complaint records for at least a two-year period.  In addition, those records will be available for inspection by the local franchising authority or the FCC.  If you are not satisfied with our handling of your complaint, you may contact the local franchising authority.  The address of the responsible officer for your franchising authority is located on the back of your monthly statement.

SERVICE AND RATE INFORMATION

Please contact us at 1-888-Metro-16 or visit our website at www.MetroCast.com for information on services and prices

EQUIPMENT COMPATIBILITY NOTICE

Equipment Compatibility

“Cable-Ready” and “Cable-Compatible” Equipment

Upon the completion of our transition to fully-encrypted video services in your system, a set-top box or CableCARD-enabled retail device will be necessary to access our programming through a television. Prior to the completion of our transition to fully-encrypted services in your system, customers may have TVs or other video equipment that can tune to unencrypted video services we provide.  Others may have older sets that do not tune to the upper cable channels.  To ensure that you receive all the channels MetroCast offers, we can lease you a digital cable set-top box or boxes as necessary. 
 
Even if you have a TV or other video equipment that was advertised as being “cable-ready” or “cable-compatible” when you purchased it, the equipment may not perform as you expected when connected directly to a cable television system without a digital set-top box.  Certain digital televisions, recording devices, and other video equipment, known as Unidirectional Digital Cable Products (“UDCPs”), that are connected to digital cable systems may not be labeled using the terms such as  “digital cable ready” unless they accept a separate “CableCARD” security device and comply with certain FCC technical requirements.  CableCARDs are available from MetroCast for lease, and allow UDCPs to connect directly to digital cable systems without a digital set-top box.  UDCPs, however, cannot access two-way cable services such as pay-per-view events and video-on-demand without a digital set-top box (other than a digital terminal adapter (DTA), which only has one-way capabilities).  MetroCast also offers a variety of High Definition (“HD”) services.  You must have an HD compatible television and HD compatible video equipment to view those services in High Definition format.

You also may encounter other problems or interference when your TV or other video equipment is connected directly to cable.  For example, you may encounter interference from over-the-air broadcasts or an inability to receive higher cable channel numbers.  These problems often are solved through the use of a digital set-top box.  The digital set-top box will “convert” the cable channels to a designated channel (usually channel 3 or 4) on your TV.  The process of converting all of our channels to a designated channel means that you can only receive one channel on your TV at a time through the digital set-top box.  You consequently may be unable to use certain features of your TV or other video devices without additional equipment.  For instance, recording one program on a VCR while watching another, recording two or more consecutive programs that appear on different channels, and the use of picture-in-picture may not be possible without additional equipment.  As explained below, MetroCast can provide that equipment to you.

Availability of Additional Equipment

Our digital set-top boxes may limit your ability to use certain features on your TV or other video equipment.  Should you wish to use some of these features, please contact MetroCast regarding your equipment needs.  We will discuss alternatives with you and provide a schedule of equipment charges.  This equipment might include an additional digital set-top box or a set-top box with dual tuning capability. 

Even prior to the completion of our transition to fully-encrypted video services in your system, if your television cannot receive standard or high definition digital signals of television broadcast stations, you may need a digital set-top box to view these stations on additional outlets you may connect, on your primary outlet or both.  MetroCast will lease you digital set-top boxes as necessary to ensure that you can receive local television broadcast stations on all the cable connections in your home.  You also may purchase bypass switches and additional digital set-top boxes, if available, at retail outlets.  Our cable television signal may be split using conventional broadband splitters available through us or alternative sources.  Directional switches or A/B switches also may be used to alternate between our RF signal and other broadband RF signals provided by other video or service providers.  Upon request, we will provide you with the technical parameters necessary for any compatible video equipment acquired from a retail outlet to operate with our security devices and cable television system.  Please remember, however, that receivers with descrambling capabilities and separate security devices can only be obtained from MetroCast.

If you see advertisements for digital set-top boxes with built-in descramblers (so-called “pirate boxes” or “black boxes”), please remember that these devices are illegal to sell or use unless authorized by your cable company.  In accordance with our obligations to the programmers that deliver content through our cable system, MetroCast will not authorize the use of any “pirate boxes.” People who use illegal receivers/descramblers are actually stealing programming and will be prosecuted, as this practice unfairly results in increased prices to our paying subscribers and may damage our cable system.

Remote Controls

MetroCast currently offers customers compatible digital set-top boxes and remote control units.  MetroCast offers these digital set-top boxes for lease; however, the remote control units are provided at no extra charge when you lease the digital set-top boxes from us.  Replacements for lost or damaged remote controls can be purchased from MetroCast at an additional cost.

The remote control that may have come with your TV or other video equipment also may be capable of controlling the digital set-top boxes MetroCast provides.  If you choose, you may buy a “universal” remote control unit from a retail store that is capable of working with our digital set-top boxes. Although features and functions of remote controls vary significantly, many universal remote control models from Sony, RCA, Radio Shack, and Universal Electronics may be programmed to operate customer equipment.  A representative list of compatible remote control models currently available through retailers include: Sony RMV402, RCA RCRP05BR, and Logitech Harmony 650.  Although these remote control units are compatible with the digital set-top boxes that we currently offer, these remotes may not be functional if we change the type of digital set-top boxes we offer to subscribers.  If you have any questions about the compatibility of your remote control unit with MetroCast’s equipment, please call your local Customer Service Department; contact information can be found at www.MetroCast.com or on your monthly statement.

“ADULT AT HOME” POLICY

Our company’s policy is that our technicians will not enter your home to perform work if a responsible adult is not present.  We recognize that this may cause inconveniences for some of our customers, but we feel strongly that this policy is essential to protect both you and our technicians.

OUR POLICIES MAY CHANGE

We regularly review our services, policies and practices as part of our commitment to improve the quality of services we provide to our subscribers.  We may change these services, policies and practices in the future and, if that occurs, we will notify you of any material changes and the effective date of those changes through written, electronic or other appropriate means as permitted by law.  If you find the change unacceptable, you have the right to cancel your service; however, if you continue to receive services after the effective date of any change, we will consider that your acceptance of the change.  You may review our current cable television privacy policy at any time on our website at www.MetroCast.com/policies.  Our privacy policies for our residential Internet services and for our voice services also can be located at www.MetroCast.com/policies.

A WORD ABOUT CABLE THEFT

Federal law contains both civil and criminal penalties for the unauthorized use or theft of cable services and for manufacturers, suppliers and users of unauthorized devices that facilitate the theft or unauthorized use of cable services.  This federal theft-of-service law supplements any existing state or local laws, and provides a remedy against any person who, without authorization, intercepts or receives any communication service which is provided 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.

Cable theft increases our costs in delivering quality service to our customers.  We prohibit tampering with our equipment or the use of any equipment to receive unauthorized broadband or other communications services.  We will take action to deter theft of service, including service termination, restitution, civil actions for legal damages and, in some cases, criminal prosecution. 

For your local office contact information, log on to www.MetroCast.com/contact