Billing Policy

General Billing

Subscribers will be informed of our billing requirements upon initial installation and whenever there is a change in our billing practices or payment requirements and notice of all programming and other services offered.

You will be billed each month for all channel services you receive during the upcoming month. Payment can be made in person or by mail. We appreciate full payment by the due date stated on your bill. After fifteen (15) days, your account is considered past due. If the bill remains unpaid for forty-five (45) days, a late payment charge will be added to your bill.

If you make service changes or have service initially installed during the month prior to the billing date, your billing will be prorated.

Incorrect Billing-Complaint Procedures

If you discover a billing error or have a complaint, please contact us immediately by telephone, in person or by mail within thirty (30) days. We will need your name, address, telephone number, account number and a description or the problem. We will evaluate the claim, and within ten (10) business days we will contact you with a resolution. If you are dissatisfied with our evaluation, you can refer the problem to the New York State Public Service Commission within thirty (30) days of the dispute.

Subscriber Rights

Information

We maintain all pertinent information needed to provide you with cable television service including your name, address, telephone number, account number, payment record, service/complaint record and all correspondence between us. If we are to disclose this confidential information for any other reason than ourselves, we will inform you. You are always welcome to view your information on file.

Customer Service Policy

Service Interruption

If you have a service interruption, please call us as soon as possible. We have service technicians on call 24 hours a day. Excluding conditions beyond our control, we will correct your problem within the shortest possible time.

Service Call

If you need to make an appointment for any reason, you can call our office during normal business hours. Monday - Friday, 8 AM to 5 PM. We will schedule your appointment on the day of your call or on the next business day at your earliest convenience.

Disconnect of Services

Service will not be disconnected for non-payment on a holiday, Saturday or Sunday or any day our business office is not open to the public to accept payment.

For Unresolved Inquiries:

Contact:

NYS Public Service Commission
Three Empire State Plaza
Albany, New York 12223-1350

1. Complaint line phone number: 1-800-342-3377
2. TDD System for the Hearing Impaired: 1-800-662-1220
3. Or click on: www.dps.state.ny.us