Policies

Cable Television Subscriber Privacy Rights Notice

The Cable Television act of 1992 re-affirms certain provisions of the Cable Policy Act of 1984 regarding the collection and maintenance of personally identifiable information by cable television operators. In accordance with those provisions, Full Channel collects and maintains personally identifiable information concerning subscribers. That information includes billing records; service, maintenance and repair records; premium service subscription information; marketing information and subscriber complaints.

Unless otherwise noted, all personally identifiable information is used solely for the normal business purpose of offering and rendering cable television service to you. Some persons have access to such information when necessary in connection with our business. Access is as often as necessary and may be on a day-to-day basis. Those people include cable system employees; cable system sales agents; businesses which provide services to the cable system, such as our accountants, billing and collection services; program and program guide providers where applicable; program services which will periodically audit subscription information and representatives of the franchising authority. 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 business office. You may request correction of any errors in personal information which we collect or maintain pertaining to you.

Federal law prohibits the cable system from collecting any personally identifiable information other than information necessary to carry on our business or to detect theft of services, unless you consent.

To the extent that we are permitted to collect personally identifiable information, we are permitted to disclose such information only to the extent necessary to conduct our business. In addition, the law allows us to disclose your name and address for non-cable service related mailing lists or other purposes unless you tell us not to disclose it. However, such disclosures of names and addresses may not be in a form that discloses the extent or type of any use you make of services we provide, nor may it disclose the nature of any transaction you make over the cable system. If you do not wish to have your name and address disclosed even in this limited manner, or if you wish to limit the circumstances in which we will disclose it, please fill out and return the “Nondisclosure of Name and Address Form” to our local business office.

Except as indicated in the preceding paragraph, we may not disclose personally identifiable information without your consent, unless we are required to do so by court order. If we are served with a court order requiring disclosure of personally identifiable information concerning a subscriber, we will inform the subscriber before any information is released. Under some circumstances, a governmental entity may seek a court order to obtain personally identifiable information from the cable system concerning a cable subscriber. The subscriber must be given an opportunity to contest issuance of such an order.

Any person aggrieved by any act of a cable operator in violation of these federal limitations on the collection and disclosure of personally identifiable information may bring a civil action in a United States District Court to enforce the limitations.

How to Reach Us by Mail

If you write to us be sure to include your name, address and account number.

Lake Las Vegas Communications
1600 Lake Las Vegas Pkwy
Henderson, NV 89011

How to Reach Us by Internet

Web Site: http://www.llvcommunications.com
Customer Service E-mail: customercare@llvcommunications.com

How to Reach Us for Billing & Service Issues

Telephone: 702.565.1574

Contacting Your Local Franchise Authority

The City of Henderson, Nevada

Telephone: 702.267.1400

Address:
City of Henderson City Hall
240 Water Street
PO Box 95050
Henderson, NV 89009-5050

Billing, Credits and Refunds

  1. The Cable Operator shall allow at least thirty (30) days from the beginning date of the applicable service period for payment of a customer’s service bill for that period. If a customer’s service bill is not paid within that period of time the Cable Operator may apply and administrative fee to the customer’s account. If the customer’s service bill is not paid within forty-five (45) days of the beginning date of the applicable service period, the Cable Operator may perform a “soft” disconnect of the customer’s service. If a customer’s service bill is not paid within fifty-two (52) days of the beginning date of the applicable service period, the Cable Operator may disconnect the customer’s service, provided it has provided fifteen (15) days notice to the customer that such disconnection may result.
  2. Credits pursuant to this HMC 4.26.090(m) will be issued not later than the customer’s next billing cycle following the determination that a credit is warranted. Refunds and credits will be issued by the Cable Operator within sixty (60) days following the resolution of the event giving rise to the refund and/or credit.
  3. If the Cable Operator fails to pay a customer any refunds or credits within sixty (60) days the Cable Operator shall pay interest to the customer, in addition to the original credit or refund. The interest rate applicable will be the same as late franchise fee payments (rate equal to the interest rate of The City’s primary depository bank during the period such unpaid amount is owed).

Complaint Procedures

Any complaint regarding the Service, including billing service and quality of the television signals the we deliver, you should contact the us at the telephone number on your monthly bill or in writing to inform us. If you can see images or hear sound from scrambled premium or adult channels that you do not subscribe to, you may have these channels blocked free of charge. We also maintain a local business office, this is open weekdays, except holidays, for customer visits. We will promptly try to resolve the problem. If you are dissatisfied with our resolution of the complaint, you may notify the responsible franchise authority for your community.

We maintain a telephone access line that will be available to you 24 hours a day, seven days a week, every day of the year. When you call about a service problem, a customer service representative (CSR) will attempt to determine the nature of the problem. If possible, the CSR will help you resolve the problem over the telephone. If the problem cannot be resolved during the call, the CSR will schedule a service technician to visit your home. If our workload permits, the service technician will be dispatched the same day. Our CSR’s and service technicians are well-trained and have authority to attempt to resolve a customer’s problem, including replacement of any non-operating equipment, in order to provide quality service.

We offer an “appointment window” for installation, service calls, or other installation activities that is either a specific time, or, at a maximum, a four-hour time block during normal business hours. We commit to a policy to not cancel our appointment with you after the close of business in the business day prior to a scheduled appointment. If we are running late for an appointment, we will attempt to contact you and will, as necessary, attempt to reschedule to a time that is convenient for you.

Emergencies that affect signal quality, such as fallen utility poles, violent storms or very cold weather, may interfere with reception of cable Service. We are committed to have one of our crews promptly correct outages or other service-related problems occurring as a result of an emergency situation. We pledge a prompt response at any time if a large area of the system is experiencing technical difficulties.

We will maintain complaint records for at least one-year period. In addition, those records will be available for inspection by the franchise authority or the FCC.

We urge you to call us at the phone number printed on your bill any time you have questions or concerns about your Service. If you are unable to get a problem resolved to your satisfaction, you may write or call Lake Las Vegas Communications.

In addition, if you are unsatisfied with our handling of your complaint, you may contact the local franchising authority.

Installation Policies

  1. You authorize the Cable Operator personnel and/or its agents to enter your premises (the "Premises") at mutually agreed upon times in order to install, maintain, inspect, repair and remove the Service. If you are not the owner of the Premises upon which the Service is to be installed, you represent and warrant that you have obtained the consent of the owner of the Premises for the Cable Operator personnel and/or its agents to enter the Premises for the purposes described above. You shall indemnify and hold the Cable Operator harmless from and against any claims of the owner of the Premises arising out of the performance of this Agreement. You acknowledge and agree that installation of the Service (including the Licensed Software) may require the Cable Operator personnel and/or its agents to open your computer. You further acknowledge and agree that installation and/or use of the Service (including the Licensed Software) may result in the modification of your computer's systems files and that the Cable Operator may periodically update the software in your modem in order to provide the Service. The Cable Operator neither represents, warrants, nor covenants that such modifications will not disrupt the normal operations of your computer. The Cable Operator shall have no liability whatsoever for any damage resulting from the installation and/or use of the Licensed Software or file modifications. The Cable Operator is not responsible for returning your computer to its original configuration prior to installation. The Cable Operator or its agents will supply and install certain software and, if required, an extra cable outlet, a cable modem and an Ethernet card for a fee determined by the Cable Operator. The Cable Operator will also provide a "getting started guide" and online instructions on how to use the Service. The Cable Operator shall use reasonable efforts to install the Service to full operational status, provided that your computer fulfills the minimum computer requirements set forth herein. You may transfer the Licensed Software to additional computers within the home, but service and support for these additional machines is limited and/or may incur an additional fee. Unless offered by the Cable Operator as a service, you agree that the Cable Operator has no responsibility to provide service and support for in-home networks. If you intend to transfer the software, you must give the Cable Operator prior notice of such transfer.
  2. Standard installation (those installations at serviceable addresses that consist of an aerial or underground drop of no more than 150 feet in length running from the nearest feeder cable of the system to the terminal of the subscriber using exposed wiring inside the subscriber’s premises) shall be completed within seven (7) business days after the order is placed, unless a later appointment date is agreed to by the subscriber.
  3. Non-standard installations (those which exceed standard minimum lengths or, in the case of underground drop, which involve unforeseen conditions beyond routine trenching and laying of cable) shall be completed within sixty (60) days after such installation time frames impose a later installation date. The Cable Operator shall immediately notify the affected subscriber of any such installation delays beyond the sixty (60) day requirement.
  4. The Cable Operator shall investigate all service requests and initiate service or repair as soon as practicable, but no later than thirty-six (36) hours after the request the results of such service or repair requests shall be reported to the customer within three (3) working days of the request.
  5. Repairs and maintenance for service interruptions and other repairs not requiring work within a customer’s premises must be completed within twenty-four (24) hours after the customer reports the problem to the Cable Operator or its representative or the interruption or need for repairs otherwise becomes known to the Cable Operator.
  6. Work on all other requests for service will be done by the next business day after notification of the problem.
  7. All requests for service, except installation requests, will be completed in the shortest time possible, but in any event within three (3) days from the date of the initial request. The three-day time limit shall not apply for reasons beyond the Cable Operators control, the work could not be completed in those time periods even with the exercise of all due diligence. If the Cable Operator fails to complete the work within the specified time period, it will proceed to complete the work as soon as possible. Except as preempted by federal law, no charge shall be made to the customer for such service, except for the cost of repairs to the Cable Operator’s equipment or facilities where it can be documented that the equipment or facility was damaged by the customer.
  8. Service Times. The Cable Operator will perform service calls, installations, and disconnects at least during normal business hours. Maintenance service capability enabling the prompt location and correction of major system malfunctions shall be available at all times.
  9. Appointments. The Cable Operator will schedule installation, maintenance or repair service appointments with customers during a designated four-hour block of time agreed to by the customer to enter the customer’s residence or business to install, maintain, repair or adjust equipment services. The appointment blocks shall be scheduled either during morning or afternoon hours (e.g. eight a.m. to twelve noon, or one p.m. to five p.m.) or at a time mutually agreed upon by the customer and the Cable Operator. Where a customer cannot conveniently arrange for a service call or installation during normal business hours, the Cable Operator will also schedule service and installation calls outside normal business hours for the express convenience of the customer.
  10. Cancellations. Under normal operating conditions, the Cable Operator will provide a minimum of one day’s advance notice of an appointment cancellation and may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment. The Cable Operator may not cancel an appointment with a customer after the close of business on the business day preceding the appointment, nor may the Cable Operator miss a duly scheduled appointment. If the Cable Operator’s representative is running late for an appointment with a customer and will not be able to keep the appointment as scheduled, the Cable Operator shall contact the customer, and reschedule the appointment as necessary, at a time which is convenient for the customer. If the Cable Operator is unable to keep a scheduled appointment and has not previously provided notice of cancellation to the customer, the Cable Operator will make at least two attempts to directly contact and notify the customer during the schedule appointment block, documenting its efforts to do so. The Cable Operator will give the customer notice of its inability to keep the appointment, and of its attempts to contact the customer.

Maintenance Policies

  1. Technical Adjustments. At the time of service, the Cable Operator technicians will provide appropriate technical adjustments (e.g. grounding) necessary for the customer’s equipment to receive satisfactory reception, provided the customer’s equipment is in good working condition.
  2. Emergency Maintenance. The Cable Operator shall keep an emergency system maintenance and repair staff, capable of responding to and repairing system malfunctions or interruptions, on twenty-four (24) hour basis, and shall respond to service interruptions twenty-four (24) hours a day, seven (7) days a week under normal operating conditions.
  3. Maintenance Service Record. The Cable Operator will keep a maintenance service record which will indicate the nature of each service complaint, the date and time it was received, the disposition of said complaint, and the time and date thereof.
  4. The Cable Operator-Owned Equipment. Except as federal law preempts, no charge shall be made to the subscriber for repairs or maintenance of the Cable Operator-owned equipment or facilities, except for the cost of repairs to the cable company’s equipment or facilities where it can be shown that the equipment or facility was damaged by a customer.
  5. Disabled Customers. Upon a disabled customer’s request the Cable Operator will arrange for pickup and/or replacement of converters or other cable company equipment at the customer’s address or by a satisfactory equivalent (such as the provision of a postage-prepaid mailer)
  6. Private Property Access. The Cable Operator shall provide at least two (2) days’ written notice to the affected property owner of the approximate time its employees or representatives plan to enter onto said property owner’s external property for the purpose of equipment installation, service, maintenance or repair of the system.