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Orbitel Communications

2012 Annual Customer Notice

As a customer of Orbitel Communications (“Orbitel”), you have access to one of the most advanced, state-of-the-art communications networks in the country. Orbitel offers a wide array of services including analog, digital, and high definition cable TV, high speed internet and local and long distance telephone services to both residential and commercial customers. It is important to Orbitel that you are informed about the services we provide, our policies and procedures and your rights as an Orbitel customer.

Products and Services Offered – Orbitel offers a variety of video programming tiers and services, including a Basic service tier that includes many of the local television broadcast stations and an Expanded service tier that includes many additional cable programming services. Many of the local broadcast stations included in the Basic service tier are also available in a digital format. There are many additional digital cable programming services that you may purchase with Orbitel Digital Cable, which includes access to the interactive programming guide, digital music channels, pay-per-view channels and premium movie services. Unless noted in special offers; as a prerequisite for subscribing to the various tiers offered including Premium or Pay-per-view events, customers are required to subscribe to Basic service. Orbitel 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 www.OrbitelCom.com or call us at the number provided below for more information about products and services we offer.

Prices, Channels and Programming Options – A complete listing of our channel lineup and prices can be found at www.OrbitelCom.com or you may call us at the number provided below to obtain a printed copy.

Changes in Service or Prices – Subject to applicable law, we have the right to change our services and prices at any time. As an Orbitel customer, you will generally receive notice of changes in services or prices at least 30 days in advance or in compliance with applicable laws. The notice may be provided on your monthly bill, as a bill insert, as a newspaper legal notice or information channel notice, in a separate mailing or some other written form.

Installation and Service Maintenance Policies – Someone over 18 years of age must be home during any installation or repair of your Orbitel services. Orbitel will make every reasonable effort to reschedule any missed service appointment at a convenient time for you.
Access to Customer Premises – By ordering service, you agree to allow employees and agents of Orbitel access to your premises at reasonable times to inspect and maintain the cable equipment at your service address and, upon termination of service, to remove the equipment. Failure by Orbitel to remove equipment does not deem it abandoned.

How to Use Your Cable Services – Customers may visit us at www.OrbitelCom.com or call us at the telephone number provided below for more information regarding how to use your cable service.

Billing / Miscellaneous Fees – Your monthly cable bill provides the charges, due date, payments and credits for your account, and may also contain special customer messages. Invoices for services are generated each month and due in advance. Usage charges such as pay-per-view and long distance charges are billed in arrears. Bills are due on the date specified on the invoice. Orbitel is not responsible for payments mailed but not received on or before the due date. A late fee is added to any bill amount unpaid after the due date. If your payment is made with a non-sufficient fund check, you may be charged a fee for handling.

Complaint Procedures – Customers can direct cable billing or service complaints to Orbitel at the telephone number, address or email address provided below. If you believe Orbitel has not properly resolved your issue, you may contact your local franchise authority at the address provided in this notice.
Delinquent Accounts – If your service is disconnected for non-payment, we require full payment of the balance, a reconnect fee, and in some circumstances, a deposit.

Disconnect Policy – A request to disconnect cable service can be made at any time. Billing for service will stop on the day the service is discontinued. Equipment provided to you by Orbitel must be returned upon disconnection or appropriate charges will be assessed to your account.

Theft of Cable Service – An unauthorized cable hook-up is a severe and expensive problem. It is also a crime punishable by fines and/or imprisonment. Cable theft increases the cost of our business to legitimate, paying Orbitel customers.

Signal Blocking Tools – If you can see images or hear sound from scrambled premium or adult channels that you do not subscribe to, you may contact Orbitel at the number provided below for information on tools to block the channels.

Television Picture Quality – If you experience problems with the quality of television signals you receive, you should call us at the telephone number provided below. A fully trained Customer Service Representative can often resolve your problem over the telephone. If this cannot be done, we will set up an appointment for a skilled technician to come to your home. If, in your opinion, the service technician fails to correct the reception problem, you should call us again and we will review the actions taken. Should we continue to be unable to resolve the problem to your satisfaction, we will explain the reasons we cannot solve the problem.

Television Equipment Compatibility

Most modern television sets, DVRs and VCRs are cable compatible (or “cable ready”) and can receive the analog television signals carried on the cable system if those signals have not been encrypted to secure the signals. Many of these newer devices are also “digital cable ready” and may be connected directly to the cable system to receive digital signals present on the system that have not been encrypted. Except with new television sets and other display devices equipped to use the Cable Card technology described below (sometimes referred to as DCR or UDCP devices), digital or high-definition television (“HDTV”) signals carried on Orbitel systems will not be viewable without a set-top channel converter compatible with and authorized by the Orbitel system providing service to you.

Cable Converters – If you have a cable ready or digital cable ready TV/display device you may not need a converter; however, some models of TVs, DVRs and VCRs – especially older TV sets that are not “cable ready” – may not receive all of the channels offered when connected directly to the cable system. If your TV, DVR or VCR is not able to receive all of the channels desired, you can obtain a set-top channel converter from Orbitel at a monthly charge, or if available, at a retail store. If you plan to purchase cable services that we scramble or encrypt, such as premium, pay-per-view or some digital services, you should make sure that any set-top converter, navigation device or digital cable ready TV/display device you purchase from a retail outlet is capable of working with separate security cards (CableCARDS™) that we must provide in order for your equipment to access such programming services. Upon request, we will provide you with the technical parameters that are needed for any such device to operate with our security cards and cable system. In addition, you should know that receivers with descrambling units are illegal to sell or use unless authorized by Orbitel.
If you receive service through a set-top channel converter, you may not be able to use special features and functions of your TV, DVR and VCR. These may include 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; and, use advanced picture generation and display features such as “Picture-in-Picture”, channel review and other functions that necessitate channel selection by the consumer device. You may be able to resolve these issues (and other compatibility issues associated with the reception of non-encrypted programming services) through an additional converter or other equipment that is available for lease from Orbitel upon request, or from another electronics retail vendor. Please call us for technical assistance with questions about the type of special equipment needed to resolve individual compatibility problems.

Cable Cards – Certain new TVs/display devices (sometimes referred to as DCR or UDCP devices) are sold with a port for a Cable Card, which can substitute for a set-top channel converter. The current generation of these TVs/display devices cannot interact with the cards to allow you to use any interactive or two-way services that we offer, such as pay-per-view and the Orbitel interactive programming guide. Devices capable of supporting two-way services (called Tru2way TVs/devices) will be available in the future, and Orbitel is committed to supporting that technology when it becomes available. For more information, please contact us.

Remote Controls – Orbitel includes a remote control unit with set-top converters. Some television, VCR or DVD remote controls are also capable of controlling the basic features of your set-top converter. “Universal” remote control units that are compatible with the basic features of set-top converters may be also be obtained from many other sources, such as consumer appliance, electronics outlets or over the internet. These universal remote controls may not be compatible with certain set top features or services available from Orbitel. If you have specific questions concerning where to find remote controls or their compatibility, we encourage you to contact our customer service department.

Contact Information

Local Customer Service Center:
Northwest Corner of the Bashas’ Shopping Center, 21116 N. John Wayne Parkway, Suite B-9, Maricopa AZ 85139

Local Mailing Address:
Orbitel Communications, 21116 N. John Wayne Parkway, Suite B-9, Maricopa AZ 85139

Mail all payments to:
Orbitel Communications, 21116 N. John Wayne Parkway, Suite B-9, Maricopa AZ 85139

Office Hours: Monday-Saturday 8am – 5pm
Telephone customer service: 520-568-8890
Website: www.orbitelcom.com
Email: sales@orbitelcom.com

On-call personnel:
Orbitel has personnel on call 24/7 – 365 days per year. If you are experiencing service interruptions call 520-568-8890.

Close Captioning Concerns:
In writing: Orbitel Communications, 21116 N. John Wayne Parkway, Suite B-9, Maricopa AZ 85139 Attn: VP Customer Service & Operations
By email: closedcaptioning@orbitelcommunications.com
By Phone: 520-568-8890
By Fax: 520-568-4589

Local Franchising Authority
City of Maricopa: 45145 W. Madison Ave, Maricopa, AZ 85139 (520) 568-9098 Fax (520) 568-9120 Attn: Assistant City Manager

FCC Address:
Federal Communications Commission – Consumer & Governmental Affairs Bureau 445 12th Street, Southwest, Washington, DC 20554 (888) 225-5322 TTY (888) 835-5322