West Virginia Customer Annual Notice

February 2019

Products and Services Offered – CAS offers a variety of video programming choices including most of the local television broadcast stations in your area. There are many services and features that you may purchase with CAS, which include access to the interactive programming guide and digital music channels. CAS also offers premium channels and pay-per-view services for additional movies, sports and other special events. Various tiers of service offered by CAS may be sold separately or as a package with other tiers; however, as a prerequisite for subscribing to any of the video programming offered including premium channels or pay-per-view programs, customers are required by law to subscribe to the basic service tier. CAS offers customers the option to rent or purchase equipment, such as cable set-top converters and remotes and/or CableCARD™ that may be needed to access the cable services you want with your TV equipment. Visit us at  or call us at the number on your bill for more information about products and services in your area.

Prices, Channels and Programming Options – CAS provides its customer with a listing of the channel positions of the programming carried on its local cable system. That listing is also available on our website at www.cascable.com. If you did not receive a channel lineup, please contact CAS on the number listed on your bill and one will be sent to you.

Changes in Service or Prices – Subject to applicable law, we have the right to change our services and prices at any time. As a CAS customer, you will generally receive notice of changes in services or prices at least 30 days in advance or in compliance with applicable laws. The notice may be provided on or with your monthly bill, via email, on an information channel, as a newspaper legal notice, as part of this annual notice or some other written form. Additional information regarding such notices may also be found on the CAS website.

 

INSTALLATION AND SERVICE MAINTENANCE POLICIES

Installation – Standard installations are generally completed within 7 business days. Someone over 18 years of age must be home during any installation or repair of your cable television service. CAS employees are required to wear a CAS Employee shirt. CAS will make every reasonable effort to reschedule any missed service appointment at a convenient time for you. CAS will have no obligation to install, support, maintain, repair or replace any computer equipment, cable modem, phone, fax machine, cabling or other equipment that is not CAS equipment. CAS has the right to upgrade, modify and enhance the CAS equipment and software from time to time through “downloads” from our network or otherwise.

Access to Customer Premises – By ordering service, you agree to allow employees and agents of CAS access to your premises at reasonable times to inspect and maintain the cable equipment at your service address and, upon termination of service, to remove the equipment. CAS is not deemed to have abandoned equipment that it does not remove. If you are not the owner of the premises at which equipment and software are to be installed, you warrant that you have obtained the consent of the owner of the premises of CAS personnel and/or its agents to enter your premises for the purposes described in this section. You will indemnify and hold CAS harmless from and against any claims of the owner of the premises arising out of the performances of this agreement.

Moving – Before you move, please call us on the phone number listed on your bill. This is the best way for us to arrange for your service to be disconnected and to schedule an installation at your new home if it is in our service area.

Service Calls – If you are experiencing trouble with your service, please contact our Customer Service Department. If a customer service representative (CSR) cannot resolve the problem with you over the phone, we will schedule a service technician visit. Technicians will be dispatched to address service problems on a prioritized basis. Emergencies such as fallen lines, violent storms, ice, or other weather related problems may interfere with service. We will make our best efforts to correct the situation as soon as possible. We do everything possible to ensure consistently reliable services, but from time to time, service outages can occur. Additional fees may apply when the problem is caused by the Customer or use of non-CAS Cable equipment.

CAS Cable Equipment – The equipment that we provide to our subscribers is and shall remain the property of CAS and must be returned to us at any time service is discontinued for any reason, or any time that the company wishes to exchange such equipment. Failure to return CAS equipment may result in charges being applied to your account as specified in our equipment agreement or as permitted by law. We will replace or repair CAS equipment at no charge in the event of a failure due to normal use. Remote control devices can be replaced at our office. The customer is responsible for replacement of the remote control batteries in the event of battery failure.

 

HOW TO USE YOUR CABLE SERVICES

Cable Service Support – Customers may visit us at  or call us at the telephone number on your bill for more information regarding the use of your CAS Cable service. (Customer support is available by phone Monday-Friday 8am-8pm and Saturday 8am-5pm).

Compatibility of Set-Top Receivers or Converters – Many newer television sets are labeled cable-ready. According to government rules, after July 1997, TVs sold in the U.S. cannot be called cable-ready unless they comply with new requirements, including the ability to properly tune channels. Some TVs cannot tune all channels without some interference. If this is the case with your equipment, you may need to purchase or rent an electronic channel selection device (called a “receiver” or “converter”), or Digital Adapter. If you use a converter, you can only tune to one channel at a time and certain features on your TV that depends on channel tuning of these devices may not be available with this configuration. If you are not sure whether your TV is cable ready, you should review the equipment manual and instructions, or contact the manufacturer. If your equipment is not fully cable ready, you can still receive all standard cable channels offering non-scrambled or non-encrypted programming by renting or purchasing a simple set-top converter without descrambling or decryption capabilities. For a monthly fee, we rent set-top converters to our customers that will be compatible with the services you purchase from us. You may also purchase set-top converters at electronic stores or other retail outlets in your area. CAS uses state-of-the-art encryption methods to ensure the security of our system. Certain cable converters that have descramblers (so called “pirate boxes” or “black boxes”) are illegal to sell, purchase or use on the cable system. People who use illegal converters/descramblers may be subject to prosecution for theft of cable service. It is unlawful to alter or tamper with any device belonging to a cable operator in order to receive, intercept, or assist in receiving or intercepting any communications service offered over a cable system. People who take such actions may be subject to fines or imprisonment. To the extent our encryption methods affect your reception of signals, we can supply to you special equipment that will enable the simultaneous reception of multiple signals. This equipment could include for example, a Digital Receiver (multiple set-top devices may be required), and signal bypass switches, which will allow simultaneous reception of any two encrypted signals and provide for tuning to alternative channels on a pre-programmed schedule. We will consult with you to determine your specific equipment needs. Upon request, we will attempt to provide you with the types of special equipment needed to resolve your compatibility problem. 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. Charges will apply for purchase or lease of special equipment.

CableCARDS – Certain new TVs/display devices (sometimes referred to as DCR or UDCP devices) are sold with a port for a CableCARD, which can substitute for a set-top channel converter. The current generation of these TVs/display devices cannot interact with the cards to allow you to use any interactive or two-way services that we offer, such as pay-per-view and the CAS interactive programming guide. For more information, please contact us.

Backup Power for Home Phone Services during Power Outages - To avoid a disruption of home voice service during a power outage – and to maintain the ability to connect to 911 emergency services – we at CAS Cable offer you the option of purchasing backup power for your home phones. Additional backup batteries in 8 hour increments with a maximum of 2 additional batteries for a total of 24 hours of backup power for your home phones. CAS Cable’s backup batteries allow you to continue to use your home voice services during a power outage. (Applies to directly connected land line phones only.) 8 hour backup batteries for DOCSIS 3.0 modems cost $19.95, 8 hour backup batteries for DOCSIS 3.1 modems cost $69.95 and can be picked up at our business office. If you do not feel comfortable installing your own battery, please call us to make an appointment, and we would be happy to assist you. However, please note that there will be a $50.00 charge for this service. Please follow the more detailed instructions included with your battery for proper use, storage and care of your battery to ensure that it will function as needed during a power outage. Please contact CAS Cable for any questions you may have about the Backup Power Disclosure Rules.

 

BILLING PROCEDURES

Charges and Fees – Your monthly CAS bill provides the charges, due date, payments and credits for 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 of $2.00 is added to any bill amount unpaid after the due date.  You should receive your monthly billing statement in the mail around the 20th of each month.  Your cable fee is due by the 10th of the following month.  If your payment is made with a non-sufficient fund check or credit card, you may be charged a fee for handling.  When mailing your payment, please allow seven to ten days for delivery to our office.  If we have not received your payment for two consecutive months, after the 10th of the second month, we will send a technician to your home to either collect the full amount due or disconnect.  You will receive notice on your monthly bill if you are delinquent.  There will be no other form of notification.  Additional information for your area regarding CAS billing may be found at www.cascable.com or you may call us at the telephone number listed on your bill.

Bill Payments – CAS offers many different methods of bill payment. We accept payments online at cascable.com, through the mail using the invoice from your monthly billing statement, by phone and also at our office. CAS also offers the ability to set up CAS Auto Pay , a convenient monthly payment solution that will automatically debit your Credit Card, Debit Card, Checking, or Savings account for monthly payment. Payments made with a customer service representative over the phone will incur a $4 fee. To avoid that fee when making a phone payment, use our other convenient options.

Credit for Service Interruptions – You are entitled to a pro-rated credit if cable service is interrupted for more than twenty-four continuous hours.  The credit will be calculated based upon the proportionate share of the service not received in the applicable billing period, provided the interruption is not caused by you.  When service interruption in excess of 24 hours occurs, contact our office promptly in writing with pertinent facts regarding the outage.

Subscriber Notices – In the event of a required notice to our subscribers, we will attempt to provide notice by the most effective means under the circumstances, which might include notice in the billing envelope, on the billing statement, via e-mail, on our website, a newspaper announcement or a combination where appropriate.

 

DISCONNECT PROCEDURES

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 CAS video and/or other services. Additionally, equipment provided to you by CAS must be returned upon disconnection of service or appropriate charges will apply. If your request to disconnect service occurs before the end of a prepaid period, CAS will refund the prorated un-used portion of the fees and charges (subject to the offsets referenced above and the return of CAS equipment).

Theft of Cable Service – Unauthorized cable hook-up or cable theft is a crime that is punishable by fines and/or imprisonment.

Delinquent Accounts – If your service is disconnected for non-payment, we require full payment of the past due balance, a reconnect fee, and a minimum of one month's service charge before reconnecting service.

COMPLAINT RESOLUTION

Complaint Procedures – We are committed to providing the best possible customer service and a broad range of quality programming. CAS policies are intended to follow the Federal Communications Commission (“FCC”) guidelines on customer service, as well as those of the State of West Virginia, and we will respond to all complaints as required by law. We are proud of our fine relationship with the municipalities and counties which act as our franchising authorities and our subscribers and look forward to many years of continued service to the community. In compliance with FCC regulations, we are pleased to provide you with the following procedures in case of any problems with our service. Any time you have a problem with your cable reception or high speed internet or phone service, please call our Customer Service Department, where we have customer service representatives on duty to help you or arrange for a technician to address the problem. All efforts will be made by our service technicians and other associates to resolve any complaints concerning the technical quality of service promptly and efficiently. If your problems are not resolved to your satisfaction, please feel free to speak to your cable system manager, who will review the problem and take corrective action. If we are not able to take any further action to correct the problem, we will promptly inform you of our determination and the reasons we cannot correct the problem. Customers can direct cable billing or service complaints to CAS at the telephone number listed on your bill. If you believe CAS has not properly resolved your issue, you may contact your local office authority at:

City of Parkersburg, 1 Government Square, Parkersburg, WV  26101, 304-424-8400

City of Vienna, 609 29th Street, Vienna, WV  26105,  304-295-4541

City of Williamstown, 100 W 5th St, Williamstown, WV  26187, 304-375-7761

Town of North Hills, PO Box 4322, Parkersburg, WV 26104, 304-422-0344

Wood County Commission, 1 Court Square, Parkersburg, WV  26101, 304-424-1984

City of Ravenswood, 212 Walnut St, Ravenswood, WV  26164, 304-273-2621

City of Ripley, 203 South Church St, Ripley, WV  25271, 304-372-3482

Jackson County Commission,  PO Box 800, Ripley, WV  25271, 304-373-2220

Most problems can be resolved with the above procedures. We appreciate your business and look forward to providing you with the finest service.  If, however, we are unable to resolve your complaint to your satisfaction, you may contact the Public Service Commission at the following address, telephone number, or web page: PSC of WV, P.O. Box 812, Charleston, WV  25323 Telephone 1-800-344-5113, www.state.wv.us/psc. The Federal Communications Commission (FCC) has limited jurisdiction over cable television programming.  You may contact the FCC at the following address, telephone number, or web page: FCC, Cable Services Bureau, 445 12th Street, S.W., Room 3-C 830, Washington, D.C. 20554 Phone 202-418-7200, www.fcc.gov

Cable TV

Basic Cable

Family & Sports Pak

Starz & Starz Encore

HBO Multiplex 

Cinemax 

Showtime Multiplex

Starz

Starz Encore

 

High Speed Internet

100Mbps  

300Mbps 

500Mbps  

1Gig+   

2Gig Premium

 

Internet Only

100Mbps  

300Mbps 

500Mbps  

1Gig+   

2Gig Premium

Digital Phone Service

Neighborhood                         

Nationwide      

Advanced       

Voicemail       

Additional Phone Number  

411 Directory Assistance (each)  

$70.00

$11.95

$14.95

$17.95

$15.95

$15.95

$10.95

$7.95

 

$29.95

$49.95

$69.95

$79.95

$129.95

 

$49.95

$69.95

$89.95

$99.95

$149.95

 

$19.95

$29.95

$39.95

$4.95

$9.95

$1.00

  

$12.95

$8.95

$12.00

$6.00

$4.95

$0.95

$2.95

 

$25.00

$25.00

$40.00

$25.00

$25.00

$0.00

$25.00

 

$69.99

$10.00

$5.00

$10.00

$25.00

$2.00

$20.00

$10.00

$50.00

 

 

Equipment rental     

Digital HD DVR Box & Remote  

Digital HD Box & Remote   

Wifi Modem Lease   

EMTA Lease    

Cable Card Service    

Additional Cable Card   

HD for Cable Card     

 

Installation Pricing

Installation          

Install Digital Box

Install Outlet Trip 

Additional Outlet Trip

Install Internet Basic  

Install Phone Self    

Install Phone Basic

 

Miscellaneous Charges

Cable Card Purchase   

Broadcast Fee   

Sports Programming Surcharge  

Bandwidth Overage per 100GB  

Returned Check/ACH Fee   

Late Fee 

Phone Number Change  

Service Restoration Fee

Service Call

 

 

 

Pricing as of March 1, 2019

CAS Cable 1525 Dupont Road, Parkersburg 26101  304.420.2470

© 2019 CAS Cable. All Rights Reserved.