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Customer Service Standards and Policies

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Customer Service Standards and Policies Customer name, address and/or phone number may be provided in connection If you still have questions about signal quality, you may direct them to Geoff Shook, with Caller ID functions; dialing 67 prevents display of Caller ID information, and Executive Vice President and General Manager at 419-724-9802 (NW Ohio/SE dialing 82 resumes its display. Michigan) or at 419-627-1371 (Erie County), or contact the Cable Affairs Office in the franchise area in which you reside. Buckeye provides customer name, phone number, and address information to directories and 411 services, but does not cannot guarantee that errors will not For the cable offices where you may lodge complaints for your franchise area, see below. occur. For customers that subscribe to our Private Listing service, Buckeye will take Buckeye Cablevision, Inc. Erie County Cablevision, Inc. reasonable precautions to ensure that such information is not provided, but we 2700 Oregon Rd., Northwood, OH 43619 409 E. Market St., Sandusky, OH 44870 NW Ohio/SE Michigan: Springfield Township 419-724-9800 • 800-866-3260 419-627-0800 cannot guarantee that errors will not occur. Customers seeking more information 7617 Angola Rd., Holland, OH 43528 on Private Listing service can contact 419-724-9800 (NW Ohio/SE Michigan); Allen Township* 419-865-0239 www.buckeyebroadband.com 419-627-0800 (Erie County). Bedford Township Summerfield Township 3. Disclosure of Information to Governmental 8100 Jackman Rd. 26 Saline St., Petersburg, MI 49270 Temperance, MI 48182 CUSTOMER SERVICE STANDARDS AND POLICIES Entities and Other Legal Process 734-279-1214 734-847-6791 Federal law requires us to disclose personally identifiable information to a Our Buckeye Broadband retail stores offer customers an open, friendly environment Sylvania Township in which to make payments, explore services, and get advice from in-store governmental entity or other third parties under certain legal process. Generally, City of Findlay* 4927 Holland-Sylvania Rd. this process requires a court order. If an order is sought by a governmental entity, technology experts. Each store also offers a night deposit box for after-hours City of Maumee Sylvania, OH 43560 the customer may have the opportunity to contest the disclosure; however, under payments. Hours of operation for each site, as well as other locations for 110 East Dudley St., Maumee, OH 43537 419-882-0031 the Electronic Communications Privacy Act and other federal laws, we must bill payment, are available at www.buckeyebroadband.com/locations or call 419- 419-897-7115 disclose personally identifiable information in some circumstances to governmental Village of Berkey* 724-9800. entities without notifying the affected customer. Buckeye will honor these laws City of Northwood Village of Harbor View 4111 Talmadge Rd. 26622 N Dixie Hwy. 6760 Airport Hwy. and orders, and generally will comply with legal process when we believe we 6000 Wales Rd., Northwood, OH 43619 327 Lakeview Drive Toledo, OH 43623 Perrysburg, OH 43551 Holland, OH 43528 are required to do so. We will also disclose any information in our possession to 419-693-9320 Harbor View, OH 43434 protect our rights, property, or operations, or in response to threats to individual 3050 Navarre Ave. 409 E. Market St. 419-698-9691 or public safety. City of Oregon Oregon, OH 43616 Sandusky, OH 44870 5330 Seaman Rd., Oregon, OH 43616 Village of Holland 4. Phone Conversations 419-698-7028 For your convenience, automatic payments can be scheduled via a bank account 1245 Clarion Ave., Holland, OH 43528 or debit/credit card. American Express, Discover, Master Card and Visa are also Buckeye Broadband may monitor or record telephone conversations between City of Perrysburg* 419-865-7104 acceptable methods of payment. customers and Buckeye customer relations representatives, for the purpose of Village of Ottawa Hills* evaluating employee performance and improving customer service. Personally City of Rossford We offer 2-hour appointment windows (e.g., 8 AM–10 AM, 10 AM–noon, etc.) identifiable information resulting from this activity will be used only for the 133 Osborne St., Rossford, OH 43460 Washington Township for installation and service calls, which can be scheduled from 8 AM until 7 PM above-stated purposes and will be destroyed within two (2) years of the monitoring 419-666-0210 P.O. Box 5133, Toledo, OH 43611 Monday–Saturday. In NW Ohio/SE Michigan, non-emergency service calls or recording date, unless such personally identifiable information is placed in an AM PM City of Sylvania 419-726-6621 are handled from 8 –7 , 7 days a week. Non-emergency calls in Erie County individual employee’s record which will then be destroyed within six (6) years. are handled from 8 AM–8 PM Monday–Friday and from 8 AM–4 PM on Saturday 6730 Monroe St., Suite 203 Waterville Township* Sylvania, OH 43560 and Sunday. 5. Time Period That We Retain Personally Identifiable Information 419-885-8931 Whiteford Township We reserve the right to maintain any information about subscribers for as long 8000 Yankee Rd., Suite 100 Billing Disputes as necessary for business purposes. This retention period may run for the full City of Toledo* Ottawa Lake, MI 49276 To dispute your bill, you must submit a written statement no later than 60 days length of the customer relationship as well as for such additional time as believed after the date on which the disputed amount was billed. If the issue can be City of Waterville* 734-856-5383 may be necessary to comply with tax, accounting, compliance, and other legal resolved immediately, the customer is called or sent a letter that same day. If requirements. Erie Township (including Lost Erie County: the dispute requires additional research, Buckeye will notify the customer and Peninsula) send a separate notification at resolution, which is usually within two weeks. 6. Access to Records P.O. Box 187 Berlin Township* Customer payments made to compromise any disputed amount (i.e., payments Personally identifiable information will be provided to the subject customer for Erie, MI 48133 City of Huron which purport fully to discharge the amount due for less than the amount examination within five (5) working days of the receipt of a request from the 734-848-5915 417 Main St., Huron, OH 44839 claimed by Buckeye) must be mailed to the following person at the following customer or authorized representative, and between 10 AM–5 PM, Monday–Friday 419-433-5000 address: ATTN: Executive Vice President, Buckeye Broadband, 2700 Oregon Rd., at the Franklin Park retail store, 4111 Talmadge Rd., Toledo, Ohio 43623 (NW Ohio/ Ida Township Northwood, Ohio 43619. Payments made at any other locations, directed to any SE Michigan); or Erie County Cablevision, Inc., 409 E. Market St., Sandusky, Ohio 3016 Lewis Ave. City of Sandusky* other individual, or in any other way, will not be considered for compromise of Ida, MI 48140 the account. 44870 (Erie County). Customer is responsible for copying and other reasonable Groton Township* costs of providing the information. 734-269-3045 We issue refund checks on disconnected accounts automatically, weekly, or Huron Township Lake Township* upon request from a customer. Upon a reasonable showing, Buckeye Broadband is required to correct inaccurate 1820 Bogart Rd., Huron, OH 44839 information. Middleton Township* 419-433-2755 Equipment Usage 7. Your Rights Under the Communications Act Monclova Township Margaretta Township* To help you use and enjoy your services to the fullest extent, please read the Violation of these provisions by Buckeye Broadband may lead to criminal and 4335 Albon Rd., Monclova, OH 43542 following information about how Buckeye Broadband works with your TV, VCR, Milan Township* civil liabilities, and a person aggrieved by a violation may bring a civil action for 419-865-7862 or DVR. damages. If you have any questions about this Privacy Notice, please contact us Perrysburg Township* Oxford Township* at 419-724-9800 (NW Ohio/SE Michigan); 419-627-0800 (Erie County) or email us at Power Outages—Phone Modem (EMTA) [email protected]. Richfield Township Perkins Township During an electrical outage, your phone modem (known as an eMTA) will lose 3951 Washburn Rd., Berkey, OH 43504 2610 Columbus Ave., Sandusky, OH 44870 power unless you have a battery backup, and phone service (including access to For Terms & Conditions and Service Disclosure documents related to Express 419-829-2781 419-626-2457 911 and any medical or security monitoring service that uses the phone line) will High-Speed Internet service, visit . Printed copies www.buckeyebroadband.com/legal be unavailable. Battery backup is not automatically provided to all customers, and are also available in Buckeye Broadband lobby locations. Riga Township Townsend Township* back-up battery power, maintenance, and replacement are your responsibility. 7817 Riga Hwy., Riga, MI 49276 Village of Bay View* To purchase a back-up/replacement battery, visit www.shop.surfboard.com/shop/ Technical Standards 517-486-4260 . Pricing, amount Village of Castalia* batteries/arris-touchstone-modem-gateway-replacement-batteries Buckeye Broadband strives to maintain cable television signals which conform to Spencer Township of active and standby time provided by the battery, overall performance, storage, all government technical regulations. P.O. Box 28, Holland, OH 43528 warranty, testing, recycling details, and replacement details can be found in the Should you have a complaint about the signal quality on our system, call 419-724-9800 419-865-2883 battery product description. Visit www.buckeyebroadband.com/support for more (NW Ohio/SE Michigan) or 419-627-0800 (Erie County) and a technical support information on replacement batteries. representative will schedule a service call for you. We answer our phones *Contact the Ohio Department of Commerce at twenty-four hours, seven days a week. Buckeye Broadband technicians make Converter Boxes www.com.ohio.gov/VideoService.aspx or via PUCO’s call center at 800-686-7826 scheduled service calls from 8 AM–8 PM Sunday–Saturday (NW Ohio/SE Michigan); Buckeye Broadband encrypts all channels and interactive video services.
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