Policies & Procedures

Allegiance Customer Bill of Rights -

Allegiance Communications subscribers have access to an ever changing network, providing state-of-the-art video, internet and telephone services. We offer a variety of broadband services, including digital cable, high speed internet, and digital telephone to both residential and commercial customers.

You are important to us. It is also important to us that you are informed about your rights as an Allegiance customer, our policies and procedures, and all of the services we provide.

Under the Cable Communications Policy Act of 1984 ("Cable Act"), you are entitled to know the limits imposed on cable operators, your privacy options - especially regarding personal information, how it is collected, how it is used, and how it is maintained.

Customer Service

Allegiance Communications has local office in many of our communities as part of our franchise agreements. With offices conveniently located in major service areas, we also have payment locations located in several communities. Please see the complete list of office locations and payment centers for locations, hours of operation, and phone numbers.

Payment Procedures

Allegiance Communications has cycle billing. Billing begins upon installation. (Example: Your installation is completed on the 13th of the month. Your billing cycle will be the 13th, and you are billed for services from the 13th to the 12th of the next month.) You can expect to receive your bill 3 to 4 days after your cycle, and it will be due 15 days after your cycle. (Therefore cycle 13 billing would be due upon the 28th of the month.) Your bill is itemized so you know what you are being charged for each level of service, equipment, pay-per-view, installation fees (if applicable), taxes, and franchise fees. We also list any adjustments to your bill, such as credits or over use charges. Payments may be made by cash, check, money order, credit card or debit card. You may pay your bill by mail, in an office or at a payment center, by telephone, by establishing an auto debit electronic funds transfer directly from your checking account, or on line at www.allegiance.tv. Service fees may apply.

A late payment fee will be added to your bill if we do not receive payment by the due date on your statement. Late fees vary by state. For accounts in arrears, you will be notified with a final notice statement, telephone reminder, or a visit from one of our friendly technicians who will accept your payment at the door in lieu of disconnecting service. Allegiance charges a $25.00 trip charge should we make the collection in the field. If no payment is received by the time a technician arrives, your service will be terminated and you will be responsible for all charges on the account, including late fees. We will be more than happy to reconnect your services when the account is brought up to date, and you will be charged a nominal reconnect fee.

Billing Dispute Procedures

If you have any questions regarding your bill, you may contact your nearest Allegiance office, or call our corporate call center at 1-800-937-1397.

In most cases, a customer service representative will be able to resolve your complaint about your bill. If you feel your complaint is not being handled to your satisfaction, please ask to speak to a customer service manager or supervisor. If you are dissatisfied with the assistance he or she offers, you may direct your dispute to the Regional Vice President.

Disputes may also be settled by writing to Allegiance. We will respond within 30 days to all written complaints. Please, pay your bill first, including any disputed amount, to avoid being disconnected. Upon resolution of your complaint, if a credit is issued, it will be reflected on your account. Please address all billing complaints to your local office as listed on the Contact Us page.

Allegiance Communications' goal is to provide our customers with the best products and service possible. If for any reason you are not happy with our products or personnel, please follow these guidelines:

1. Call Allegiance and ask to speak to the manager or supervisor connected to your complaint.

2. If you are not happy with the help he or she offers, ask to speak to the Regional VP. Letters regarding individual or community issues are welcomed.

3. If you still feel your complaint is not being addressed by Allegiance, contact your local franchise authority (city, town, county).

4. If/when your complaint is satisfactorily resolved, we want to know that too! Please share your successes with us so that we may close out the complaint, or have your account noted for future reference.

Home Wiring Information

Home wiring is the cable which runs from your television set, computer, or telephone to approximately twelve inches outside your dwelling. This is known as the point of demarcation, or "demark". Home wiring includes all the wiring inside your home, including extra outlets, as well as splitters, connections, in-home amplifiers, fittings or wall plates attached to wire. It does not include equipment that is provided to you by Allegiance, any aftermarket wiring for multimedia interfaces, computers, surge protectors, answering machines, power cords, etc. not provided by Allegiance.

Allegiance installs high-quality coaxial cable and other wiring materials for the strongest and clearest signals possible. Quality wiring is critical to the integrity o f the quality of your services. Upon request, we will rearrange, remove, add, replace or maintain cable home wiring for a minimal charge, based on published service rates.

All customers also have the option of selecting a third-party contractor, or perform services themselves, as long as those actions do not interfere with Allegiance's ability to meet the FCC's technical standards or to provide service to other customers. Customers who elect to rearrange, replace, add or maintain their own wiring may obtain materials from us at slightly above our cost.

You will be responsible for rectifying issues that result from home wiring that is not installed by Allegiance and results in harmful or improper signal leakage, or the need for a technician to visit your home for service.

Allegiance is required by the FCC to terminate any service to a location where signal leakage problems are not corrected.

Television Picture Quality Resolution Notification

Allegiance will do everything possible to make sure that the picture you receive is the best that it can possibly be. Before you call for technical assistance, please try answering these quick questions:

1. Does the problem is affect all the television sets in your home connected to the Allegiance cable television service, or just one?

2. If you have a receiver, is your television tuned to channel 3?

3. Are all of your cable-ready television sets set to ‘CATV' (or cable tv option)?

4. Are all of the connectors from the wall to the tv set or other pieces of equipment tight? (Snap-on connectors provide very poor signal. Make sure you have the type that screw-on to tighten.)

5. Are the batteries in your remote control working?

If you have tried to resolve your issues by answering the questions above, and you haven't been able to fix the problem, call your local customer service department to schedule a service call.

Service and Repair Guidelines

New technical standards for the cable industry were established in the 1992 Cable Act and interpreted in pertinent FCC documentation. Contained in these standards are regulations that require us as a cable company to establish a process for resolving complaints about the quality of your TV signal and notify you of this procedure each year. If you feel there is a problem with your picture, we want you to contact us immediately. Here is how you can help us solve the problem quickly:

1. If you are having a problem with your picture during regular business hours, call your local Allegiance office and a customer service representative will work with you to analyze and solve your problem. If this does not work, a service call will be entered for your home and a technician dispatched within 24 hours under normal circumstances.

2. If you call about a service issue outside of regular business hours, the call may be answered by our answering service. They will forward your request to an on-call technician. Please leave both your home and work phone numbers. Whenever possible, the technician will be dispatched as right away. In all other cases, the service will forward the information to our office, and you will be called the next business day to resolve the problem.

3. Outages are emergencies that affect signal quality. This could be from a fallen utility pole, violent storm, or ice storm or other weather event that would interfere with reception. We are committed to having crews promptly correct an emergency situation. We will immediately respond if a large area is experiencing technical difficulties. Please keep in mind the safety of our employees is also very important to us, so if the severe weather is a threat to the employees, they will begin emergency response as soon as it is safe to do so.

4. Our dispatchers and technicians are trained and have the authority to do whatever is reasonable to solve the problem or initiate the solution in order to provide quality service.

5. We will keep records of signal quality complaints for a minimum of one year for inspection by the FCC or our local franchising authority.

6. If you still feel your problem has not been corrected, please call our Director of Technical Operations at 800-937-1397 to express your concerns and seek further resolution. If you still feel that your issue is not being resolved, you may contact the local franchise authority.

Scheduling Installations or Repairs

Installation of a converter box or any other equipment inside the home requires that you are present at the time of installation. Installations are conducted Monday through Friday between 8 am and 5 pm. For your convenience we offer morning appointments and afternoon appointments. Service technicians are on call 24 hours a day. A technician will not complete service call inside the home if there is no adult over the age of 18 present.

Television Equipment Compatibility

Some models of televisions and VCR's (especially older models) may not be cable ready. This means that they cannot receive all of the channels offered by the cable system when connected directly to the cable system. In this case, you may need a set-top channel converter box. You can obtain a set-top converter box from Allegiance or a retail store for a nominal charge. This will enable your TV and/or VCR to receive all of the cable channels that you subscribe to.

Some services, including digital cable, premium channels and pay-per-view, provided by Allegiance may be scrambled or encrypted. If you wish to subscribe to any of these services you will need a converter box or navigation device, like a cable card, that is compatible with our security access procedures. These may be leased form Allegiance or purchased from a retail outlet. If you purchase this equipment from a retail outlet, we can provide you with the necessary technical parameters to be able to operate with our cable system.

Note: Receivers with descrambling units are illegal to sell or use unless they are authorized by Allegiance Communications.

Theft of Cable Service

It is important for you as a customer to know that we work to protect our services, and yours, from unauthorized reception. The Cable Policy of 1984 "prohibits the unauthorized reception of communications services over a cable system or converter to receive services which are not authorized." It is a violation of law to alter the cable system or converter to receive services which are not authorized. Allegiance conducts routine audits of our system to insure compliance with the law and to protect our paying customers. We reserve the right to inspect for signs of tampering. Where violations are found, Allegiance will prosecute to the fullest extent of the law, including civil as well as criminal action. Unauthorized reception of cable television signals is punishable with fines and/or imprisonment.

Privacy Notice

The Federal Cable Communications Policy Act of 1984 contains certain provisions regarding the collection and disbursement of personally identifiable information by cable television operators. In accordance with those provisions, this cable system collects and maintains personally identifiable information concerning customers. That information includes, among other things, your name, address, phone number, billing records, service maintenance and repair records, premium service subscription information, marketing information and customer complaints. Personally identifiable information is generally used for the normal business purpose of offering and rendering cable television service and other services to you. Some persons have access to such information when necessary in connection with our business or when otherwise desirable. Access may be on a day-to-day basis. those people who have access 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 other business that seeks to use your name, address, etc. The cable system will not maintain such information after it is no longer necessary for carrying g on our business.

As a customer, 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 customers. 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 system office. You may request correction of any errors in personal information which we collect and maintain pertaining to you. Federal law prohibits collecting any personally identifiable information other than information necessary to carry on our business or to detect theft of service 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 you do not wish to disclose it. However, such disclosures of name 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 made over the cable system. If you do not wish to have your name and address disclosed even in limited situations described above, or if you wish to limit the circumstances, in which we will disclose it, please obtain, fill out, and return an address form from our local business office. Except as indicated in the preceding paragraph, we may not disclose personally identifiable information concerning a customer with a court order requiring disclosure of personally identifiable information concerning a customer, we will inform the customer before any information is released. Under some circumstances, a government entity may see a court order to obtain personally identifiable information from the cable system concerning a cable customer. The customer must be given an opportunity to consent to issuance of such an order. Any person aggrieved by an 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 Untied States District Court to enforce the limitations.

Products and Services

Allegiance Communications offers products and services in three broadband categories:

• Cable Television Service

• High Speed Internet Service

• Digital Telephone Service

Not all services are available in all areas, and services vary by area.

The Federal Cable Communications Policy Act of 1984 contains certain provisions regarding the collection and disbursement of personally identifiable information by cable television operators. In accordance with those provisions, this cable system collects and maintains personally identifiable information concerning customers. That information includes, among other things, your name, address, phone number, billing records, service maintenance and repair records, premium service subscription information, marketing information and customer complaints. Personally identifiable information is generally used for the normal business purpose of offering and rendering cable television service and other services to you. Some persons have access to such information when necessary in connection with our business or when otherwise desirable. Access may be on a day-to-day basis. those people who have access 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 other business that seeks to use your name, address, etc. The cable system will not maintain such information after it is no longer necessary for carrying g on our business. As a customer, 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 customers. 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 system office. You may request correction of any errors in personal information which we collect and maintain pertaining to you. Federal law prohibits collecting any personally identifiable information other than information necessary to carry on our business or to detect theft of service 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 you do not wish to disclose it. However, such disclosures of name 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 made over the cable system. If you do not wish to have your name and address disclosed even in limited situations described above, or if you wish to limit the circumstances in which we will disclose it, please obtain, fill out, and return an address form from our local business office. Except as indicated in the preceding paragraph, we may not disclose personally identifiable infmrioant concerning a customer with a court order requiring disclosure of personally identifiable imfomation concerning a customer, we will inform the customer before any infmriaont is released. Under some circumstances, a government entity may see a court order to obtain personally identifiable information from the cable system concerning a cable customer. The customer must be given an opportunity to consent to issuance of such an order. Any person aggrieved by an act of a cable operator in violation of these federal limitations on the collection and disclosure of personally identifiable infoamtion may bring a civil action in a Untied States District Court to enforce the limitations.

Allegiance Communications provides a variety of Internet Services (the Services) to residences and businesses (the Customer). 

Allegiance Communications may modify this Acceptable Use Policy from time to time. For this reason, Allegiance Communications users should consult the Allegiance Communications website (www.allegiance.tv or "My Account") regularly to ensure that their actions are in compliance with the most recent version of the Acceptable Use Policy. In the event of any conflict between this Acceptable Use Policy and the Allegiance Communications Terms and Conditions of Use, this Acceptable Use Policy will govern. You agree that if any portion of this Policy is held invalid or unenforceable, that portion will be construed consistent with applicable law as nearly as possible, and the remaining portions will remain in full force and effect.

1.0 Introduction

1.1 This Acceptable Use Policy is designed to foster an online environment of mutual respect in which everyone is able to enjoy the benefits of Allegiance Communications. We believe that the restrictions set out in this Acceptable Use Policy represents a fair balance between the freedom of the individual and the need for some basic rules to ensure that Allegiance Communications’ Internet access is not used in an abusive or illegal way.

1.2 Allegiance Communications users are responsible for ensuring that their accounts are used in accordance with this Acceptable Use Policy. If Allegiance Communications has reason to suspect that a user, or anyone using a user’s account, is violating this Policy, then the account in question may be suspended pending an investigation. If, after an investigation, Allegiance Communications determines that an account has been used in violation of this Policy, Allegiance Communications may, in its discretion, terminate the user account. If you do not agree to abide by this Acceptable Use Policy your service is subject to disconnection. You may contact Allegiance Communications Customer Service with questions during our normal business hours.

1.3 Allegiance Communications may or may not actively monitor its user’s use of its services. We rely on our users to govern themselves and to protect the integrity of the network by reporting any violations of this Acceptable Use Policy.

1.4 Allegiance Communications has the right, but not the obligation, to investigate any violation or alleged violation of this Acceptable Use Policy, including the right to examine any information or material on Allegiance Communications’ servers.

1.5 Allegiance Communications has the right, but not the obligation, to remove any content that it deems, in its sole discretion, to be in violation of any part of this Acceptable Use Policy.

1.6 Allegiance Communications has the right, but not the obligation, to take any steps it deems necessary to prevent violations of this Acceptable Use Policy from occurring.

1.7 The failure of Allegiance Communications to enforce this Policy, for whatever reason, shall not be construed as a waiver of any right to do so at any time.

2.0 Illegal Activities

Allegiance Communications users must not use Allegiance Communications to encourage, facilitate or engage in any illegal activities, including, without limitation: defamation: posting or transmitting any material which is defamatory under any applicable law; fraud: posting or transmitting any information that you know or ought to know is false, and that you intend others to rely on; unlawful material: posting or disseminating unlawful material false advertising: posting or transmitting any advertising or promotional materials that contain false, deceptive or misleading statements, claims or representations; copyright violation: posting or transmitting any information, software, photograph, video, graphic, music, sound and other material in violation of another person’s copyright; and trade-mark violation: posting, transmitting, displaying or using any words or symbols that violate any other person’s rights in its trade-mark or trade-name.

3.0 Electronic Mail

3.1 Allegiance Communications users must not use Allegiance Communications e-mail to: send unsolicited bulk e-mail (so-called “Spam”); send, or cause to be sent, large volumes of unsolicited e-mail to a single or multiple people or entities (so-called “E-Mail Bombing”); repeatedly send e-mail to any person or entity who does not wish to receive it. If a recipient asks to stop receiving e-mail from a Allegiance Communications user, then that Allegiance Communications user must not send that person further e-mail and subscribe to any e-mail list or service on behalf of a third party without that third party’s consent.

3.2 Allegiance Communications users must not engage in any of the activities described in paragraph 3.1 from another provider’s e-mail service and use a Allegiance Communications account as an e-mail return address or “drop” for responses.

3.3 Allegiance Communications users must not forge, alter or remove any e-mail header. Any e-mail address at the allegiance.tv domain is property of Allegiance Communications and may be terminated or reassigned without notice.

4.0 Security, Privacy and “Hacking”

The Customer is responsible for any misuse of the Services that originate from their account, even activities committed by any friend, family, co-worker, employee, guest or anyone with access to the account. Customers must ensure that others not gain unauthorized access to the Services.

4.1 Allegiance Communications users must not: disrupt or interfere with the normal operation of Allegiance Communications systems, networks, or activities in any way that adversely affects the ability of other people, or systems to use Allegiance Communications services or the Internet, including, but not limited to: denial of service attacks; flooding of networks; attempts to overload a service; and attempts to cause system crashes, or attempt to do so; or use any unauthorized program to connect the user to any Allegiance Communications Internet Relay Chat (“IRC”) server, including, but not limited to, IRC bots or clone bots; gain access or attempt to gain access to the private systems or data of Allegiance Communications, without the prior consent of Allegiance Communications.

4.2 Allegiance Communications users must not use their Allegiance Communications accounts to: circumvent or attempt to circumvent security or authentication systems on any host, network hardware, or user accounts, including, but not limited to, logging into any server, account or network without authorization and electronically probing the security of any system or network; or disrupt or interfere with the normal operation of any system or network operated by any third party, or attempt to do so. gain access or attempt to gain access to the private systems or data of Allegiance Communications, or any third party without the prior consent of Allegiance Communications or the third party.

5.0 Usenet Newsgroups

5.1 Allegiance Communications users must not: post a single article or substantially similar articles to an excessive number of newsgroups, or cross-post to an excessive number of newsgroups; post articles on a newsgroup which are off-topic according to the newsgroup charter; post binary or encoded binary files to newsgroups not specifically designated for that purpose; post commercial messages on a non-commercial Allegiance Communications newsgroup without prior approval from Allegiance Communications; engage in any of  the above from a provider other than Allegiance Communications and use an account on Allegiance Communications as an e-mail return address or “drop” for responses, or engage in any of the above from a provider other than Allegiance Communications for the purpose of drawing attention to a service hosted by or on Allegiance Communications’ network. Allegiance Communications reserves the right to discontinue access to any Usenet newsgroup at any time and for any reason.

6.0 Censorship and Adult Materials

Allegiance Communications believes in freedom of expression and the right of individuals to decide for themselves what they want to see and listen to. We do not believe it is the place of an ISP to censor or regulate the Internet. However, users must not use Allegiance Communications to transmit or post any information or image that is criminally obscene or otherwise prohibited under any applicable law. Allegiance Communications assumes NO responsibility for Internet content available through the Services. Customers are responsible for restricting access to sexually explicit material on the Internet, by purchasing the appropriate filtering software, or by monitoring Internet use. Content questions or complaints should be addressed to the content provider.

7.0 Miscellaneous

7.1 False Pretences. Users must not use Allegiance Communications to impersonate any person or use a fictitious user name with any of Allegiance Communications’ services, including in any e-mail, Usenet posting, or Internet Relay Chat (“IRC”) site. This restriction does not preclude the use of nicknames in IRC, the use of anonymous re-mailer services, or postings to any site that permits pseudonyms.

7.2 Unsolicited Advertising. Users must not use Allegiance Communications to post or transmit any unsolicited advertising, promotional materials or other forms of solicitation to any person except in those areas and on those websites that are designated for such a purpose.

7.3 Harassment, Threats and Abuse. Users must not use Allegiance Communications to harass, threaten, or abuse any person or group of people by any means.

7.4 Crude or Offensive Postings. Users must not use Allegiance Communications to post offensive or crude messages or images on publicly accessible pages or sites, except where such messages or images are appropriate having regard to the nature of the site. Allegiance Communications has the right, but not the obligation, to remove messages or images that Allegiance Communications, in its sole discretion, determines are offensive.

7.5 Multiple access. Users must not maintain more than one simultaneous connection to Allegiance Communications or any Allegiance Communications service, IRC Chat group, or newsgroup.

7.6 Disruptive Conduct. Users must not use Allegiance Communications to disrupt the normal flow of online dialogue, or otherwise act in a manner that negatively affects other users, individuals or entities.

7.7 Servers. Users are not prohibited for operating servers but should understand that servers use more than normal amounts of bandwidth. Users should be monitoring traffic usage and must upgrade to a package suitable for such use or will be charged for the network traffic bandwidth used as follows:

8.0 Bandwidth/Network Traffic and Other Limitations

8.1 ALLEGIANCE COMMUNICATIONS ACCEPTABLE USE POLICY

To protect our customers and maintain quality levels of service Allegiance Communications LLC has created a policy to address those few customers that misuse their internet access and negatively affect other customers on the network. Residential Internet Service is for personal and non-commercial residential use only. Therefore, to protect the customer experience of the majority of our customers, Allegiance Communications LLC has implemented a policy to suspend or terminate Service accounts where data consumption is not characteristic of a typical residential user of the Service as determined by the company in its sole discretion. Allegiance Communications LLC has established a monthly data consumption threshold that we will monitor on a regular or real time basis. Those customers that are in excess of our reasonable residential consumption threshold and considered by the company to be negatively impacting the internet experience of other customers will be considered in violation of this Policy. See the Network Management page at http://www.Allegiance Communications LLC.net/terms/network/ for more information and to learn how Allegiance Communications LLC applies this Policy to excessive use. Common activities that may cause excessive data consumption in violation of this Policy include, but are not limited to, numerous or continuous bulk transfers of files and other high capacity traffic using (i) file transfer protocol (“FTP”), (ii) peer-to-peer applications, and (iii) newsgroups. You must also ensure that your use of the Service does not restrict, inhibit, interfere with, or degrade any other person's use of the Service, nor represent (as determined by Allegiance Communications LLC at its sole discretion) an overly large burden on the network. In addition, users must ensure that their activity does not improperly restrict, disrupt, inhibit, degrade or impede Allegiance Communications’ ability to deliver the Services and monitor the Services, backbone, network nodes, and/or other network services. Allegiance has the right to restrict users that exceed their network traffic. Customers may not resell, share, or otherwise distribute the Services or any portion thereof to any third party without the written consent of Allegiance Communications. For example, you cannot provide Internet access to others outside of your household or your business through a wireless or dial-up connection, host shell accounts over the Internet, provide email or news service, or send a news feed unless express permission is granted by the customer agreement. You may not provide network services to others via Allegiance Communications.

Our goal is to provide each internet customer with a fast and reliable service. To meet this goal we will monitor those individuals that negatively affect the majority of our customer’s internet experiences. In each case, Allegiance Communications LLC may, in its sole discretion, suspend or terminate a Service account or request that you subscribe to a version of the Service (such as a commercial grade Internet service, if appropriate) if you wish to continue to use the Service at higher data consumption levels. Allegiance Communications LLC may also provide versions of the Service with different speed and data consumption limitations, among other characteristics, subject to applicable Service plans. Allegiance Communications LLC's determination of the data consumption for Service accounts is final.

9.0 Updates

9.1 This Acceptable Use Policy is subject to change without notice. The current version of the Acceptable Use Policy is always available at www.allegiance.tv - Policies and Procedures

10.0 Questions and Complaints

10.1 Please direct any questions you may have regarding this Acceptable Use policy and complaints regarding violations of this Policy by other Allegiance Communications users to your local Allegiance Office.