PRSRT STD U.S. POSTAGE PO Box 80 PAID Jamestown, KY 42629-0080 SOMERSET, KY PERMIT NO. 299 NATIONAL PROGRAMMING COSTS INCREASE FOR 2021, DUO BROADBAND EXPLORING OPTIONS FOR OUR CUSTOMERS Dear Valued TV Subscriber: Unfortunately, even during the current COVID-19 crisis, national television programmers (such as ESPN, TNT, USA, Discovery Channel, Comedy Central and others) along with FOX, NBC, CBS, and ABC TV affiliate stations have once again announced rate increases for 2021 to satellite operators and cable providers like DUO Broadband. Please refer to the inside pages for rates effective February 1, 2021. OUR RATE INCREASES REFLECTS ONLY THE COST INCREASES FROM PROGRAMMERS, BROADCASTERS and OPERATIONS IN ORDER TO PROVIDE SERVICES. We understand your frustration with these annual cost increases, especially during these trying times. We are frustrated as well. That is why we are exploring expanded options that offer you more choice and more affordable plans. In the meantime, DUO Broadband will continue to provide local weather, regional news broadcasts and fan favorite sports programs like the UK Wildcats, U of L Cardinals, and WKU Hilltoppers. We appreciate your business in 2020, and will continue to offer the high-quality programming you demand along with reliable local service that you expect from us to back it up. As always, we are available by phone or in person at the local customer center to discuss how DUO Broadband can best serve you in 2021. Sincerely, DUO Broadband (270) 343-3131 2021 Russell HFC, IPTV & Fiber PRIVACY NOTICE The Federal Cable Communications purpose of offering and rendering cable information that we collect and maintain Policy Act of 1984 contains certain television service and other services to you. pertaining to you. provisions regarding the collection and disbursement of personally identifiable Cable system employees have access Federal law prohibits collecting any information by cable television operators. to such information, when necessary, in personally identifiable information other connection with our business or when than information necessary to carry on In accordance with those provisions, otherwise desirable. Access may be on a our business or to detect theft of service, DUO Broadband collects and maintains day-to-day basis. unless you consent. personally identifiable information concerning customers. As a customer you may review any DUO Broadband does not disclose personal information held by DUO personally identifiable information without That information includes, among other Broadband which pertains to you. your consent, unless we are required to things, your name, address, telephone Preparation time for this information varies do so by court order. number and billing records, service because it is necessary to avoid disclosure maintenance and repair records, of information regarding other customers. Any person aggrieved by an act of premium service subscription information, Please contact us by letter or by telephone a cable operator in violation of these marketing information, and customer to arrange for a review. federal limitations on the collection complaints. and disclosure of personally identifiable The review will be at DUO Broadband information may bring a civil action in a Personally identifiable information is business office in Jamestown. You may United States District Court to enforce the generally used for the normal business request correction of any errors in personal limitations. CUSTOMER SERVICE PRODUCTS AND SERVICES OFFERED INSTRUCTIONS ON HOW TO USE VIDEO/CABLE SERVICE DUO Broadband offers a variety of video programming tiers and ser- Customers may visit us at DUOBroadband.com or call us vices, including a Basic/Lifeline service tier that includes many of the at the telephone number on your bill for more information local television broadcast stations in your area and an Expanded Basic regarding how to use your cable service. service tier that includes many additional cable programming services. BILLING COMPLAINT PROCEDURES Many of the local broadcast stations included in the Basic/Lifeline Customers can direct cable billing or service complaints service tier are also available in a digital format. Where available, there to DUO Broadband at the telephone number listed on are many additional digital cable programming services that you may your bill. If you believe DUO Broadband has not properly purchase with DUO Broadband Digital Cable, which includes access to resolved your issue, you may contact your local franchise the interactive programming guide, digital music channels and pay-per- authority. Refer to your monthly cable bill or call the local view channels. Tiers of service offered by DUO Broadband are generally customer service number listed on your bill for the address independent of each other, unless noted in special offers; however, as a of your franchise authority contact designated to receive prerequisite for subscribing to the various tiers offered including Premium consumer complaints. or Pay-per-view events, customers are required by law to subscribe to Basic/Lifeline service. DUO Broadband may also offer customers the option to rent equipment, such as set-top boxes, CableCARDs™, and remotes that may be needed to access certain programming services. Visit us at DUOBroadband.com or call us at the number on your bill for more information about products and services in your area. SIGNAL QUALITY FRANCHISE INFORMATION SIGNAL QUALITY & COMPLAINT PROCEDURES Residents of Russell County Residents of Jamestown If you experience problems with the quality of television signals you Franchising Authority RC KY0097 City of Jamestown Russell County Fiscal Court P.O. Box 587 receive, you should call us at the telephone number listed on your bill. A P.O. Box 397 Jamestown, Kentucky 42629 DuoCare Expert can often resolve your problem over the telephone. If Jamestown, Kentucky 42629 Telephone Number: 270-343-4594 this cannot be done, we will set up an appointment for a skilled techni- Telephone Number: 270-343-2112 cian to come to your home. If, in your opinion, the service technician FCC-Cable Service Bureau fails to correct the reception problem, you should call us again and Residents of Russell Springs 145 12th St. SW City of Russell Springs Washington DC 20554 we will review the actions taken. Should we continue to be unable to P.O. Box 247 Telephone Number: 202-418-7200 resolve the problem to your satisfaction, we will explain the reasons we Russell Springs, Kentucky 42642 cannot solve the problem. You may also refer to your monthly cable Telephone Number: 270-866-3981 bill or call the local customer service number listed on your bill for the address of your franchise authority contact designated to receive con- sumer complaints. EQUIPMENT COMPATIBILITY Most modern television sets, DVRs and set-top converter, navigation device or CABLE CARDS VCRs are cable compatible (or “cable digital cable ready TV/display device you Certain new TVs/display devices ready”) and can receive the analog purchase from a retail outlet is capable (sometimes referred to as DCR or UDCP television signals carried on the cable of working with separate security cards devices) are sold with a port for a Cable system if those signals have not been (CableCARDS™) that we must provide in Card, which can substitute for a set-top encrypted to secure the signals. Many order for your equipment to access such channel converter. The current genera- of these newer devices are also “digital programming services. Upon request, tion of these TVs/display devices cannot cable ready” and may be connected we will provide you with the technical interact with the cards to allow you to use directly to the cable system to receive parameters that are needed for any such any interactive or two-way services that digital signals present on the system that device to operate with our security cards we offer, such as pay-per-view and the have not been encrypted. Except with and cable system. In addition, you should interactive programming guide. Devices new television sets and other display know that receivers with descrambling capable of supporting two-way services devices equipped to use the Cable Card units are illegal to sell or use unless autho- (called Tru2way TVs/devices) will be avail- technology described below (sometimes rized by DUO Broadband. able in the future, and DUO Broadband referred to as DCR or UDCP devices), digi- If you receive service through a set-top is committed to supporting that tech- tal or high-definition television (“HDTV”) channel converter, you may not be able nology when it becomes available. For signals carried on DUO Broadband sys- to use special features and functions more information, you may contact us by tems will not be viewable without a set- of your TV, DVR and VCR. These may calling Customer Care. top channel converter compatible with include features that allow you to view a and authorized by the DUO Broadband program on one channel while simulta- REMOTE CONTROLS system providing service to you. neously recording a program on another DUO Broadband includes a remote CABLE CONVERTERS channel; record two or more consecu- control unit with set-top channel convert- tive programs that appear on different ers. Some television, VCR or DVD remote If you have a cable ready or digital channels; and, use advanced picture controls are also capable of controlling cable ready TV/display device you may generation and display features such as the basic features of your set-top box. not need a converter; however, some “Picture-in-Picture”, channel review and “Universal” remote control units that are models of TVs, DVRs and VCRs – espe- other functions that necessitate channel compatible with the basic features of cially older TV sets that are not “cable selection by the consumer device. You set-top boxes may be also be obtained ready” - may not receive all of the chan- may be able to resolve these issues (and from many other sources, such as con- nels offered when connected directly to other compatibility issues associated with sumer appliance, electronics outlets or the cable system.