Annual Video Service Information Customer Notice – 2018

NU-Telecom is committed to providing state-of-the-art technology and exceptional customer service. This notice summarizes NU-Telecom’s policies and practices that directly affect our digital TV customers. We provide this notice as a service to our customers and in accordance with applicable federal law and FCC regulations.

Products and Services Offered. All NU-Telecom systems, except for a limited number of small CATV systems, are all-digital, offering channels exclusively in a digital, encrypted format. NU-Telecom offers customers the option to rent equipment, such as additional cable set-top box, which may be needed to access cable services with your TV equipment.  Please contact us at (507) 354-4111 or visit our website at www.nuvera.net for information on services and prices including:

  • Products and services offered
  • Prices and options for subscribing to services
  • Channel positions
  • Installation and maintenance policies and prices
  • Instructions for using our cable service 

Customer Privacy.

Personally identifiable subscriber information; restrictions on access.  To provide cable and other services, we collect and maintain personally identifiable information concerning customers.  That information may include name, address, phone number, social security number, driver’s license number, billing records, service maintenance and repair records, premium service subscription information, marketing information, and customer complaints.

Except as indicated below under Disclosure prohibited; exceptions, all personally identifiable information is used for the normal business purpose of offering and providing cable television service and other services to you.  Only persons authorized by us may access this information.  Persons authorized to access customer information include our employees and sales agents, billing and collections services, accountants, and other businesses that provide products and services to us.  These persons may access customer information on a regular basis.  We maintain certain customer information for as long as we provide service to a customer and for a commercially reasonable time thereafter.  Other customer information is periodically destroyed.

Disclosure prohibited; exceptions.  Federal law prohibits the disclosure of your personally identifiable subscriber information without your consent, except under the following circumstances:

Business activities.  We may disclose customer information in order to conduct business activities related to providing cable service or other service.

Unauthorized reception of cable service.  We may disclose customer information in order to detect unauthorized reception of our cable service.

Names and addresses to third parties.  We may disclose names and addresses to third parties for the purposes of mailing lists, charities, and direct mail marketing, unless you notify us in writing that you do not wish us to disclose it.  You may write us at any time with this request.

Court order.  We must disclose personally identifiable information without your consent if we are required to do so by a court order.  If we are served with a court order requiring disclosure, we will promptly inform you before releasing any information.  You will then have an opportunity to contest the order.

Law enforcement request.  We may also disclose personally identifiable information without your consent when requested by law enforcement under certain circumstances.

Customer Proprietary Network Information (“CPNI”); Use, disclosure and access. Federal law provides customers with additional privacy protections related to their telephone and broadband services. CPNI is information we obtain solely in connection with our telephone and broadband services. The information contained in your bill and any other information about the quantity, technical configuration, type, destination, location, and amount of use of telephone and broadband services when matched with your name, address and telephone number is known as CPNI. We have a duty to protect the confidentiality of your CPNI, and you have the right to have the confidentiality of your CPNI protected. We have a right to use, disclose, and permit access to your CPNI to provide you with telecommunications services; protect our rights and property and other users from fraudulent, abusive or unlawful use of these services; provide you with inbound telemarketing, referral or administrative services for the duration of a call you initiate and during which you approve of the use of your CPNI to provide these services; and to provide call information about the user of a commercial mobile phone service.

We may use CPNI generated by providing you telephone and broadband services to provide you with information about, and to market to you, service offerings within the same categories of service to which you already subscribe. We may also use your CPNI to provide you with information about, and to market to you: (i) service offerings that are outside of the categories of service to which you subscribe, or (ii) products and services offered by other companies or by joint ventures in which we participate, unless you restrict our use of your CPNI for these purposes. If you wish to do so, please notify us in writing or call (507 354-4111. Please include your name, account number, telephone number and address on any written request. If you do not notify us within 30 days of this notification that you wish to restrict our use of your CPNI, we will assume that you approve of our use of CPNI for these purposes. If you choose to restrict our use of your CPNI, that restriction will be valid until you affirmatively revoke it, and it will not affect the provision of any of the services to which you subscribe.

Customer rights.  As a customer, you may review your personal information maintained by us by contacting us and making an appointment to meet at our office during normal business hours.  We will need a reasonable amount of time to collect the information and remove any references to other customers.  You may request correction of any errors in personal information that we collect or maintain pertaining to you.  You have the right under federal law to enforce your cable privacy rights through a civil action in federal district court.

Billing; Charges and Fees. Your monthly NU-Telecom bill provides the charges, due date, payments and credits on your account, and may also contain special customer messages. Fees and charges are payable in advance once service is initiated. If you initiate a change in your services, you are subject to the applicable installation and/or charge associated with your new service selection. A late fee is added to any bill amount unpaid after the due date. If your payment is made with a non-sufficient funds check, you may be charged a fee for handling.

Disconnect Policy; Refunds/Credits. A request to disconnect cable service can be made at any time. Billing for service will stop on the day you request the service to be discontinued, subject to billing for applicable fees and outstanding balances on NU-Telecom video and/or other services. Additionally, equipment provided to you by NU-Telecom must be returned upon disconnection of service or appropriate charges will apply. If your service is suspended or disconnected for non-payment, we require full payment of the balance and a reactivation fee and may require a deposit and a minimum of one month’s service charge before reconnecting services.

If your request to disconnect service occurs before the end of a prepaid period, NU-Telecom will refund the prorated unused portion of the fees and charges (subject to the offsets referenced above and the return of NU-Telecom equipment). If you are cancelling before the end of your commitment, you may owe a Termination Fee.

Video Outage Policy. The Company will make reasonable efforts to have its service available at all times but assumes no responsibility for interruptions beyond its reasonable control. The Company will use commercially reasonable efforts to maintain and repair its network and equipment to provide its service. The Company disclaims any responsibility for quality of service problems caused by your equipment or problems beyond the Company’s network. We shall not be liable for any inconvenience, loss, liability or damage resulting from any interruption of the services caused by any circumstances beyond our control. Other than the Services provided herein, the Company makes no warranty, either expressed or implied, regarding the Service. All such warranties are expressly excluded.

Complaint Procedures. Customers can direct billing or service complaints to NU-Telecom at the telephone number listed on your bill. If a problem is not resolved to your satisfaction, you may write or call us with concerns or complaints.  You may also contact your franchise authority.

Television Picture Quality. If you experience problems with the quality of television signals you receive, visit us at www.nutelecom or call us at the telephone number on your bill.  (Customer support is available by phone 24 hours per day, 7 days per week). A NU-Telecom technical support representative can often resolve your problem via chat or over the telephone. If this cannot be done, we will set up an appointment for a field services technician to come to your home. If, in your opinion, the field service technician fails to correct the reception problem, you should call us 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.


Equipment Compatibility

Set-top boxes.  Some models of TV receivers and other devices (DVRs, DVD Players, TiVo, etc.) may not be able to receive all of the channels offered on our system.  Channel compatibility problems may occur if TVs and certain other equipment are connected directly to the cable system.  Use of a set-top box typically resolves these problems.  Channel compatibility problems associated with the reception of programming that is not scrambled or encrypted programming can be resolved by using a simple converter device without descrambling or decryption capabilities.  Converters are available from NU-Telecom.
If your service is received through a set-top box, you may not be able to use special features and functions on certain TVs and other devices.  For example, some set-top boxes may not be compatible with features that allow you to view a program on one channel while simultaneously recording a program on another channel; record two or more consecutive programs that appear on different channels; or use advanced picture generation and display features such as “Picture-in-Picture.”
Special equipment.  Scrambling or encryption technologies may affect your reception of signals.  We offer special equipment for our customers encountering these problems.

 

Remote controls.  NU-Telecom includes a remote-control unit with its set-top box. Remote control devices available from retail outlets may be compatible with our set-top boxes.  Remote control devices that may be compatible with some models of our set-top boxes include the Universal Electronics universal remote control.

 

Unauthorized Reception of Cable Service. Federal and state laws make it a crime to receive, or assist another in receiving, any cable service without our express authorization.  Violators face substantial criminal penalties including fines and imprisonment.  In addition, we are entitled under the law to sue cable thieves in federal or state court and obtain injunctions and substantial damages.  Reception of any cable service without our express authorization is prohibited.

 

About this Notice. The information in this notice may change in the future. We will provide appropriate notice of any significant changes in advance so that you can make decisions about your future service needs. Customers receiving service as part of a commercial account, bulk rate or similar arrangement may be subject to separate policies or procedures than those outlined herein.

 

Arbitration Policy and Class Action Waiver. Any controversy or claim arising out of or related to this Agreement shall be resolved by arbitration under current rules of the American Arbitration Association.