Annual Customer Notice 2017: Cable Subscriber Privacy Notice

The Federal Cable Communications Policy Act of 1984 contains certain provisions regarding the collection of and disbursement of personally identifiable information by cable television operators. In accordance with those provisions, this cable system collects and maintains personally identifiable information concerning subscribers. That information includes, among other things, your name, address, and telephone number, billing records, service maintenance and repair records, premium service subscription information, marketing information and subscriber complaints.
Personally identifiable information is generally used for the normal business purpose of offering and rendering cable television service and other services to you. Some persons have access to such information when necessary in connection with our business or when otherwise desirable. Access may be on a day-to-day basis. Those people who have access include cable system employees, cable system sales agents, businesses which provide services to the cable system, such as our accountants, billing and collections services, program and program guide providers where applicable, program services which will periodically audit subscription information and other businesses that seek to use your information. The cable system will not maintain such information after it is no longer necessary for carrying on our business.

As a subscriber, you may review any personal information held by us which pertains to you if you give us a reasonable period of time to locate and, if necessary, prepare the information for review. Preparation is sometimes necessary to avoid disclosure of information relating to other subscribers. If you wish to review your personal information, please contact us by letter or telephone to arrange for a review. The review will be at our local system business office. You may request correction of any errors in personal information which we collect and maintain pertaining to you. Federal law prohibits collecting any personally identifiable information other than information necessary to carry on our business or to detect theft of service, unless you consent.

CableAmerica will strive to protect your privacy and will not release personal information relating to you except to those businesses or individuals to which it is lawfully permitted to do so. However, it is the policy of CableAmerica not to make such information available for non-cable service related mailing lists or other purposes. We reserve the right to disclose your information if we have a good faith belief it is necessary to comply with the law, protect our rights or property, respond to fraud, abuse or unauthorized activity, enforce our policies or act in an emergency. We may also transfer your information as part of a sale or transfer of business.

Other terms and conditions affect our service offerings, including online privacy policies for our website, general service agreements, broadband service agreements and website terms of use. This policy is incorporated as part of these documents. Changes in our service offerings or the law may cause us to make changes to this and other policies on occasion. We will post any changes at cableamerica.com along with the effective date.

You have a right to enforce your legal privacy rights concerning our collection, use and sharing of your personally identifiable information. Among your remedies is the right to seek relief in a civil action filed under federal law.

Equipment Compatibility
If your television or video recorder is not able to receive all of the channels offered by the cable system when connected directly, you can obtain a converter box or other equipment from CableAmerica at a nominal charge to enable your devices to receive all the channels. When service is received through a cable system converter box, you may not be able to use the special features and functions of your television or video recorder. Some televisions and devices are sold with a port for a CableCard that can be used in place of a converter box. If you wish to use a CableCard, please contact the local office with the account number on your bill. Special equipment is available for lease that will enable you to simultaneously watch and record dual scrambled or encrypted signals. Universal remote control units that are compatible with converter boxes and other equipment may be obtained from other sources, such as retail stores. You are encouraged to contact CableAmerica to inquire whether a particular remote control unit would be compatible with our equipment.

Picture Quality Resolution
Upon experiencing problems with the quality of television signals that we deliver, please call the number listed on your cable bill. A customer service representative will attempt to resolve your problem over the telephone. If this cannot be done, an appointment will be made for a service technician to come to your location to resolve the reception problem. If the service technician fails to correct the reception issue, you should call customer service again and we will review the actions taken. Should we continue to be unable to resolve the problem to your satisfaction, we will explain the reasons we cannot solve the problem. You may also refer to your cable bill or call customer service for the address or your local franchise authority contact designated to receive consumer complaints.

Please consult our website cableamerica.com for answers to other questions and additional information.

Phone Modem Battery Backup
Backup batteries are available for purchase from CableAmerica to maintain your home phone service during a short-term power outage. Your CableAmerica phone modem is electrically powered and will not work during a power outage. Power outages will disrupt Enhanced 911 service and will also disrupt a home security system and central monitoring service if you do not have a backup battery. Subscribers may purchase a backup battery for use in the event of a non-network related outage by contacting CableAmerica toll free at 1-866-871-4492. A backup battery provides up to 8 hours of standby service and up to 4 hours of talk time using a corded phone connected directly to the phone modem’s input. It is your responsibility to purchase and monitor your battery and order a replacement battery if necessary. It is important to keep the battery connected to the phone modem to keep it charged. Removing the battery from the phone modem will cause the battery to lose its charge and you will be unable to place or receive calls during a power outage. The backup battery can only provide power to the phone modem and will not support other devices which require electricity. Factors such as age and temperature fluctuations can affect battery performance. We suggest testing your battery at least twice a year.

Michigan Cable Television Service Complaints & Dispute Resolution

The Michigan Public Service Commission (MPSC) is responsible for the implementation and oversight of Public Act 480 of 2006 – Uniform Video Services Local Franchise Act (the Act). Section 10 of the Act provides a video/cable dispute resolution process at the MPSC to be used by customers, providers and municipalities. This dispute resolution process allows customers who are unable to resolve their video/cable television complaints with their provider to file a complaint with the MPSC.
Customers have several options for filing video/cable complaints with the MPSC. Complaints may be filed online, by telephone, fax or mail. Contact information is as follows:
Michigan Public Service Commission
Attn: Video Franchise
PO Box 30221, Lansing, MI 48909
Phone: 1-800-292-9555
Fax: 517-284-8200
MPSC website: www.michigan.gov/mpsc
www.michigan.gov/documents/mpsc/video_cable_complaints_437708_7.pdf
The MPSC does not have authority regarding satellite television complaints or internet service complaints.

Pay-Per-View No Longer Available

As of June 1, 2017, pay-per-view on CableAmerica will no longer be available. CableAmerica is using the channel space to launch additional HD channels and offer ever increasing Internet speeds. More and more services are available via streaming over the internet. Using the internet to stream content such as movies or events is the new norm. When you sign up for 35Mbps Internet or higher you can qualify for a free Roku Streaming Stick. Stream just about anything – movies, TV shows, live sports, news, and music. With 350,000+ movies and TV episodes to choose from, entertainment is on your schedule. Find popular choices that you can rent, buy, subscribe to or watch for free. For more information on Roku through CableAmerica