Annual Cable Customer and Privacy Notice
This notice contains important information concerning your cable television services. We provide this notice as a service to our customers and in accordance with applicable federal law and FCC regulations. It is important to us that you are informed about the services we provide, our policies and procedures, and your rights as a customer. We encourage you to review the following information and contact us at (608) 493-9470 with any questions.
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 services.
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 to 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 rights. As a customer, you may review the personal information we maintain about you 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 your information and remove any references to other customers. You may request correction of any errors in the personal information 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.
Complaint procedures. At Merrimac Communications, providing high-quality customer care and technical service is our top priority. We endeavor to resolve any complaints concerning cable television or other services as soon as possible. Please use the following procedures to help us resolve your complaints:
1. Contact us at (608) 493-9470. We are open weekdays from 7 am to 9 pm and weekends 8 am to 9 pm. An answering service may take your message at other times.
2. During these hours, you may speak with a Customer Service Representative (CSR). Our CSR will attempt to determine the nature of the problem. If the problem cannot be resolved over the phone, the CSR will schedule a Service Technician to visit your home, usually by the next business day.
3. If you do not call during our normal business hours, leave a complete message with the answering service, including your name, address, work and home telephone numbers, and a brief description of the problem. When possible, a Service Technician will be dispatched by the next business day to fix the problem. In other cases, the answering service will forward the message to our office, and we will contact you during normal business hours.
4. Emergencies such as fallen trees or utility poles, violent storms, or very cold weather may interfere with cable or other services. We promptly dispatch our crews to correct any emergency. Please keep in mind that some emergency situations may affect a large service area, and it may take several days to resume full service to the entire area.
5. We maintain complaint records for at least one year. Those records are available for inspection by the applicable local franchise authority and the FCC.
If a problem is not resolved to your satisfaction, you may write or call us with concerns or complaints. You may also contact your local franchise authority at the address on the attached list.
Services and prices. Please contact us at (608) 493-9470, or visit our website at http://www.merr.com 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
Set-top boxes. Some
models of TV receivers and other devices (VCRs, 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 Merrimac
Communications and may be available from retail outlets in some areas.
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 to customers encountering these problems.
Cable Cards. We offer cable cards to allow access to the digital cable services we offer without a set-top box. Pricing and installation information can be found at: http://www.merr.com/prices.html.
Remote control devices. Remote control devices available from retail outlets may be compatible with our set-top boxes. Models of remote control devices that are compatible with our set-top boxes, and instructions for using them can be found at http://www.merr.com/remote_control_user_manuals.html.
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.
Franchise Authority Contact information
Village of Merrimac, 100 Cook St., Merrimac WI 53561 608-493-2122
Town of Merrimac, S6911 State Hwy. 113, Merrimac, WI 53561 608-493-2588
Town of Caledonia, N5479 Beich Rd, Portage, WI 53901, 608-742-4801
Town of West Poiont, N2114 Rausch Rd., Lodi, WI 53555, 608-592-7059
Town of Sumpter, E10836 Kings Corner Road, North Freedom, WI 53951, 608-643-4974
Town of Roxbury, 9203 County Road Y, Sauk City, WI 53583, 643-4762
Town of Prairie du Sac, S9903 Hwy 12, Prairie du Sac, WI 53578, 608-643-3656
Town of Mazomanie, 711 West Hudson St., Mazomanie, WI 53560-0396, 608-795-2920
Village of Prairie du Sac, 335 Galena Street, Prairie du Sac, WI 53578, 608-643-2421
Village of Sauk City, 726 Water St., Sauk City, WI 53583, 608-643-3932
BROADBAND INTERNET SERVICE DISCLOSURES
Consistent with FCC regulations, Merrimac Communications, Ltd. (“Merrimac”) provides this information about our broadband Internet access services. Our broadband Internet access services include our “High Speed Internet” service offered through cable modem and fixed wireless technologies. We provide each of these High Speed Internet services through the network that we own and manage.
We also serve as sales and service agent for Mad City Broadband Internet services (“Mad City”). Mad City does not travel on our network, and we do not manage the service. These disclosures apply to the High Speed Internet services offered on our network, and do not apply to Mad City. For more information about Mad City, please visit the company’s website, http://www.madcitybroadband.com/.
We welcome questions or comments about the information contained in these disclosures. You may contact us at (608) 493-9470 or email at firstname.lastname@example.org.
General Description. We provide a variety of Internet service offerings to our residential and business customers. We provide the service over our broadband network and through third party fiber optic lines connecting to the Internet. We also contract with one or more companies for certain network monitoring and management services. We monitor our network and traffic patterns and make changes we deem necessary to manage and improve overall network performance. We use reasonable, nondiscriminatory, network management practices to improve overall network performance to ensure a high-quality online experience for all users. Our network management practices do not target any specific content, application, service, or device. As network management issues arise and as technology develops, we may employ additional or new network management practices. We will update these disclosures as necessary.
Related Documents and Disclosures. Use of our Internet service is also governed by:
· Merrimac Acceptable Use Policy, available at www.merr.com
· Merrimac Terms and Conditions, available at www.merr.com
Congestion Management. We describe in this section network management practices used to address congestion on our network.
Network monitoring. We monitor our network for utilization trends. We receive regular reports showing changes in network traffic and congestion. We use this information to plan increases in bandwidth available, port additions, or additional connectivity to the Internet. We place no limitations on data usage.
Types of traffic affected. Our congestion management practices do not target any specific content, application, service, or device.
Purposes of congestion management practices. Our Internet network is a shared network. This means that our customers share upstream and downstream bandwidth. The goal of our congestion management practices is to enable better network availability and speeds for all users. Our congestion management practices serve to:
· Help us adapt and upgrade our network to maintain or improve network performance as demand for our Internet service increases.
· Help us adapt and upgrade our network to maintain or improve network performance as demand for higher bandwidth applications increases. Some examples of higher bandwidth applications are gaming, streaming movies, and streaming high definition video.
Congestion management criteria. Our network monitoring provides data to help us plan upgrades to our network, equipment, technology, and connectivity to the Internet. As demand for our Internet service increases, and as demand for higher bandwidth applications increases, we monitor effects on network performance and plan upgrades as we deem necessary.
Effects on end user experience. Because our Internet service network is a shared network, periods of high network demand may result in Internet traffic congestion. End users may experience reduced bandwidth or speed during these times.
Typical frequency of congestion. Congestion tends to occur during periods of peak demand for higher bandwidth applications. Generally, the frequency of congestion tends to increase during 7 pm – 11 pm, especially on Friday and Saturday nights.
Application-Specific Practices. This section discloses any application-specific practices we use, if any.
Management of specific protocols or protocol ports. To protect the security of our network and our customers, we block known hostile ports.
Modification of protocol fields. Not applicable.
Applications or classes of applications inhibited or favored. Not applicable.
Device Attachment Rules. This section addresses any limitations on attaching lawful devices to our network.
General restrictions on types of devices to connect to network. We place no general restrictions on lawful devices that a customer may connect our network, so long as the device is: (i) compatible with our network; and (ii) does not harm our network or other users. Our High Speed Internet service works with most types of PCs and laptops including Macs, and other Internet compatible devices like game systems and Internet-enabled TVs. If a wireless router is connected to our High Speed Internet service, wireless Internet compatible devices including computers, tablets, smartphones, and other devices can connect to our network. If a customer or potential customer believes they have an unusual configuration, our customer service department will help determine if there is a compatibility problem.
Certain equipment is required to connect to our network for High Speed Internet service. The specific equipment varies with the type of service.
Cable modem Internet service. Our Internet service requires connection of a cable modem to our network. You can obtain a cable modem from us or you may purchase one from most retail electronics sellers. Only devices that have been fully certified by CableLabs as compliant with the DOCSIS 2.0 or DOCSIS 3.0 specifications may be used.
Fixed Wireless Service. To use our High Speed Internet service delivered via Fixed Wireless, a customer must have a compatible wireless antenna. The customer can either connect a computer directly to the wireless antenna or can connect a wired or wireless router to the wireless antenna. Through the router, the customer can connect wired or wireless devices to our network. A customer may obtain a compatible wireless antenna from Merrimac or may use a compatible commercially available wireless antenna. If a customer has a question about wireless antenna compatibility, our customer service department will help.
Network and End User Security. This section provides a general description of the practices we use to maintain security of our network and end users, including triggering conditions.
Practices used to ensure end user security, including triggering conditions.
Hostile port blocking: We block known hostile ports to prevent unwanted files, browser hacking and virus attacks.
Virus and Spam filtering: We filter email and website traffic for virus activity and Spam using industry standard virus scanning and prevention techniques. Should an email message be found to contain a virus or other harmful content, the message will be deleted without notification given to either the sender or the intended recipient(s).
Practices used to ensure security of the network, including triggering conditions. Merrimac uses a variety of industry standard practices to protect our network from harmful attacks.
Hostile port blocking: We block known hostile ports to prevent unwanted files, browser hacking and virus attacks.
Virus and Spam filtering: We offer customers antivirus software and spam filtering services.
General Service Description. Our High Speed Internet service enables a customer to connect an Internet-enabled device through either a wired or wireless connection. The equipment required to connect a computer or other device to the Internet depends on the type of High Speed Internet service used. For example, our Cable Modem Internet service product includes wiring, a cable modem and a network interface card (NIC) for the personal computer, if required. Through our Internet service products, we serve as a local Internet service provider. Our Internet service products enable residential and commercial subscribers to access all lawful content, applications, and services of their choice available on the Internet.
Service technology. We deliver our High Speed Internet service through two different service technologies – Cable Modem and Fixed Wireless. The equipment required to connect a computer or other device to the Internet depends on the type of High Speed Internet service used. Our network is a shared network, which means that our customers share upstream and downstream bandwidth.
Expected and Actual Speeds and Latency.
Expected performance. We offer our residential customers a variety of High Speed Internet service levels. We provide a description of the expected maximum transfer speeds associated with each service level on our website, available at http://www.merr.com/prices.html.
Speed. The speeds we identify for each Internet access service level are the maximum upload and download speeds that customers are likely to experience. We provision our customers’ modems and engineer our network to deliver the speeds to which our customers subscribe. However, we do not guarantee that a customer will actually achieve those speeds at all times. A variety of factors can affect upload and download speeds, including customer equipment, network equipment, congestion in our network, congestion beyond our network, performance issues with an Internet application, content, or service, and more.
Latency. Latency is another measurement of Internet performance. Latency is the time delay in transmitting or receiving packets on a network. Latency is primarily a function of the distance between two points of transmission, but also can be affected by the quality of the network or networks used in transmission. Latency is typically measured in milliseconds, and generally has no significant impact on typical everyday Internet usage. As latency varies based on any number of factors, most importantly the distance between a customer's computer and the ultimate Internet destination (as well as the number and variety of networks your packets cross), it is not possible to provide customers with a single figure that will define latency as part of a user experience.
Actual speed and Latency Performance. Actual speed and latency performance for our cable modem and fixed wireless Internet services follows.
Cable modem service. Actual speed and latency may vary depending upon network conditions and other factors. Actual performance of our Internet access service in most cases will conform to national wireline broadband Internet speed and latency levels reported by the FCC. The FCC has reported that customers of coaxial cable-based broadband Internet services receive mean download speeds that are within 93% of advertised speeds during non-peak hours, and 85.7% of advertised speeds during peak hours. In addition, the FCC has reported that these same customers experience average latency delays of 28 milliseconds, increasing by an average of 30 milliseconds during peak hours.
Fixed Wireless service. The FCC has not reported average actual speed and latency for Fixed Wireless service. We anticipate average actual speed and latency will be similar to our lowest level of cable modem service.
Suitability of the service for real-time applications. Our Internet service is suitable for typical real-time applications including messaging, voice applications, video chat applications, gaming, and Internet video. If users or developers have questions about particular real-time applications, please contact us by phone at (608) 493-9470 or by email at email@example.com.
Specialized Services. We provide below information regarding our specialized services.
Specialized services offered to end users. We offer several specialized services over our network, sharing network capacity with our High Speed Internet service. Specialized services include Voice over Internet Protocol (VoIP), and dedicated bandwidth to high volume business users.
Effects of specialized services on availability and performance of broadband Internet access service. Our specialized services have no effect on the availability and performance of our High Speed Internet service.
Prices. Monthly prices for our Internet service are available at http://www.merr.com/prices.html.
Usage-based fees. Not applicable.
Fees for early termination. Not applicable.
Fees for additional network services. We offer static IP addresses for our business customers. Pricing is available at http://www.merr.com/internet_services.html.
Privacy Policies. We do not disclose High Speed Internet service customer or use information to third parties except: (i) as necessary to provide our High Speed Internet service and to manage our network; or (ii) in response to law enforcement requests, court order, or as otherwise required or authorized by law.
Inspection of Network Traffic. We routinely monitor network and traffic patterns.
Virus and spam filtering. Email traffic filtering is performed by a third-party provider, offered $0.50 per month to our customers. The service, at the customer’s option, is also all inclusive for website protection.
Storage of network traffic information for cable modem Internet service. DHCP (Dynamic Host Configuration Protocol) information is a code included in all network traffic that associates that traffic with a particular cable modem sending or receiving the traffic. We store DHCP information for at least 6 months.
Provision of network traffic information to third parties. We may disclose network traffic information to third parties solely for purposes of providing and maintaining our Internet service product or if required by law.
Use of network traffic information for non-network management purposes. None.
Practices for resolving end-user and edge provider complaints and questions. End users or edge providers with complaints or questions should contact us by phone at (608) 493-9470 or firstname.lastname@example.org.
Questions: We will endeavor to answer questions promptly via email or voice.
Complaints: We will provide an initial response in writing within 15 business days of receipt. We will attempt to resolve complaints informally, escalating the matter to senior management if needed.