First Class Mail US Postage PAID P.O. Box 5627 I Permit # 6 Cherry Hill, NJ 08034-9906 Hudson, MA Enclosed please find: Verizon FiOS TV’s Annual Customer Notice, which TOWN OF ACTON includes details on the policies and procedures ACTON CABLE ADVISORY COIvIIvUTTEE pertaining to your television service. Additionally, this notice includes theVerizon FiOSTV Privacy Notice and ACTONTOWNHALL your Channel Lineup. We’ve included a list of all of your 472 Iv.[AIN ST. current HD channels,plus some recent additions. ACTON. MA 01720-3952 As always, we thank you for being aVerizon FiOS TV customer. For exciting new service updates, we invite you to log onto verizon.com/fiostvcentrat. MASS-i 209 0 ~n 0 00 m ~ WI—SI_4.n_l CD FiOS TV for Business Annual Notice- December 2009 Tableof Contents: We appreciateyou as a loyal Verizon FiOS customer and hope you’re enjoying all that FiOS TV Verizon FiOS TV Products and Services Page 3 brings to your business. As part of our ongoing commitment to serving you, we’re sendingthis important notice to keepyou up-to-date about ~‘ourFiOS TV service, and Verizon’s policies and Billing and Payment Policies Page 3 procedures. Installation Policies Page 5 FiOSTV Equipment Page 6 VERIZON FiOS TVPRODUCTS AND SERVICES Complaints and Customer Service Page 7 AtVerizon, we’re constantlyenriching your entertainment experience. Now, FiOS TV offers Programming Services and Equipment Rates Page 11 250+ all-digital channels, including more High-Definition (HD), sports and multicultural content than ever before. Ourexpanded On Demand library putsTV watching on your terms, Privacy Notice Page 13 offering over15,000 titles tochoose from every month. Additionally, many ofour On Demand Regional ChannelLineup Page 17 , selections are absolutelyFREE with your FiOS TV subscription, and include agrowing array of titles that are available in HD. And, ofcourse, FiOS TV offers the most amazing pictureand HO quality — period. We continue to addexciting new enhancements to your FiOS TV service to give you complete control ofTV shows, movies, HO and On Demand programming. Now you can searchTV and On Demand programming by title, actor, director, genreand more. FiOS TV provides avariety of Widgetsthat contain the most popular information ourcustomers request. Local weather and traffic, national sports and news headlines, and the Kodak® Galleryareavailable at the touch of a button. In addition, you can access yourlwitter® or Facebook® account directlyfrom yourTV screen.Try out ournew Fantasy Sports Widget after you register as an ESPN® online Fantasy Sports user, or even check out”What’s Hot” on TV and On Demand in your viewing area —the list keeps growing. To learn more aboutthese and other newfeatures, press the Menu button on your F1OS TV remoteor visit us at verizon.com/flostvcentral. FiOS TV also offersthe hottest premium content subscriptions available with HBO®, Cinemax®, SHOWTIME® Starz®,TMC”~,Flix® and the newly launched EPIX channel. Customers who subscribeto EPIX can streamits content online, so whether you’re in theofficeor on thego, you can view your content. This is just another example ofVerizon’s dedication to improving your viewing experienceand providing the mostvalue possible for your hard-earned moneyl BILLING AND PAYMENT POLICIES Billing for your FiOS TV equipment andservices begins upon installation. Regular service and equipmentcharges are billed each month in advance. Other transactional charges, such as for On Demand titles, are billed after theapplicablecontent, service or feature hasbeen ordered or provided to you. Taxes, governmental fees and other charges, ifany, will also be included in your monthly bill. To obtain the mostcurrent listing of all FiOSTV rates and charges, visit us at smallbusiness.verizon.com/products/tv/fios.aspx. HOWTO PAYYOUR BILL You can pay your FiOS TV bill by check, credit or debit card, or electronic fundstransfer. You can also view and pay your FiOS TV bill online by accessing verizon.com/myaccount and establishing an online profile.To create an online profile, you will be asked to select a username andpassword in orderto securely access your account information.Through the “My Account” featureon verizon.com/myaccount, you can accessyour most up-to-date account details and evenelectto”gogreen”by receiving all your FiOS bills electronicallyto an email ©201 0 Venzon. FiOS® is a registered trademark ofVerizon. address ofyour choosing. ANNUAL CUSTOMER NOTIFICATION 3 QUESTIONS ABOUT YOUR STATEMENT CHANGES OR TERMINATION OF SERVICE lfyouhavequestions aboutyour FiOSTV bill, you can find many of theanswers you need by You can make changes to your FiOS TV accountc~rdiscontinue your FiOS TV service at any reviewing our FiOS bill statement overview help video that can be found in the Help section time andwe will stop billing you for service on the dateyou wish to discontinue service. If you ofyour interactive media guide by pressingthe Menu button on your FiOS TV remote. You have chosen to subscribeto a bundled services ~lanwith aterm commitment, cancellation of can also access a number of frequentlyasked questions online by visiting www22.verizon. service beforethe term is up may result in an ear~ytermination fee. Please remember to return com/smallbusiness/help/fiostv. Additionally, should you write to us or send us an email, please all FiOSTV equipment to Verizon within thirty (30~)days of terminating your serviceto avoid be sureto include your name, account number andadetailed description of your issue or applicablefees. The failure to do so will result in a~nunreturned equipmentfee for each piece question. Ourcustomerservice centercan also be reached at 1.888.244.4440 by selecting the of unreturned equipment. This does not include ~heOptical Network Terminal (ONT) which prompts for”billing~Ouroffice hours areMon—Fri., 8am—9pm local time. We will respond to is a piece of FiOS equipment that may be attached to the outside or inside of your office or you promptly and address anyinquiries you have raised. building.The ONT should be leftintactand removed only by aVerizon technidan. BILL PAYMENT POLICIES INSTALLATION POLICIES Ifwe do not receive your full payment bythe duedate indicatedon yourbill, we may charge Your FiOS TV installation includesthe connection of up to three televisions using existing you a late fee on the unpaid balance, andmay also suspend or terminateyour service, Ifany outlets (this includesinstallation of anySet Top Bqxes, CableCards or Digital Adapters). It bank or other financial institution refusesto honorany check, bank card (debitor credit) also includes programmingthe FiOSTV remotecthntrol for use with your Set Top Boxes and charge, or other instrument or electronic funds transfer submitted for payment of your bill, televisions. Additional TV5 can be set up for an additional charge (see “Rates”on page 11). we may charge you afee in accordance with applicablelaw. Ifyour service is disconnected for During the installation, aFIOS TV-trainedtechnicianwill evaluateyour business anddiscuss nonpayment, you v~illbe requiredto paythe full remaining balance and you may be required your FiOSTV installation withyou, including installing andtesting all of your SetTop Boxes to paya reconnectfeeor adeposit beforeyour service will be reconnected. and installing extraoutlets and any wiring you might need. OurFiOSTV technicians will also install any required network equipment, such as theONT, Battery Backup Unit and Router. A person 18 yearsofage or older mustbe presentfqr the installation andable to make decisions TECHNICAL SUPPORT on placement ofwiring and equipment at your business. All Verizon employees, designated If you experienceproblems with your 805 TV picture, the issue can often be resolved quickly, representativesor agentswho visit your office or building will carry identification badges and/ without theneed to schedule a service appointment. We encourage you totakethe following or wear uniforms clearly identifying them as a Verizon employee, or an authorizedagent or fewsimple steps and self-help options beforecalling ourcustomer service department, to help representative ofVerizon. troubleshoot andpossibly restore your service. 1. Checkto see ifyour television is plugged in and securely connected to the FiOSTV equip- WIRING FOR VIDEO SERVICE ment. Videoservice wiring refers to thecable that runs from your TV setto a point approximately 12 2. Check to ensure that the FiOS TV equipment is plugged in andsecurely connected to the inches outside ofyour officeor building. It includesextra outlets, splitters, connections and cable outlet on thewall. fittings or wall plates attached to thewire, but does not include devices such as Set Top Boxes 3. Finally, checkto see if the problem is occurring on other televisions in your business. and other FIOS TV equipment. FCC regulationsrequire that all customers be given theoption to acquire thewiring that we install within their office or building upon termination of service. All FIOS TV customers can also find easytroubleshooting tips online at www22.verizon.com/ However, evenprior to termination of service, we allow our FiOSTV customers to remove, smallbusiness/help/fiostv by clickingon “troubleshooting~’ replace, rearrange, repairor maintain anycable wiring located within the interior spaceoftheir office or building, so long as such actions do not interfere with Verizon’s ability to meet FCC If it is necessaryto call for technical support, you can expect thefollowing during thecall: technical standards orto provide servicesto you