Policy & Procedures

The Cable Communications Policy Act of 1984 contains certain provisions regarding the collection and disbursement of personally identifiable information by cable television operators.

Service Interruptions and Maintenance

A service interruption, loss of the picture or sound on one or more of your cable channels, or poor reception should be reported to 611. Our repair service will document your problem and dispatch a repairman to your house during normal business hours.

Sun Outages

Each spring and fall, for a period of about three weeks, satellite-delivered channels can experience solar interference or sun spots. You may experience interruption of certain channels for up to 20 minutes. Reception will get snowy, gradually get worse and then get better. Different channels can be affected on different satellites.

Co-Channel Interference

Co-channel interference happens when a TV broadcast signal skips hundreds of miles from its point of origin, then interferes with another channel on the same frequency. This affects off-air channels received from an antenna.

This interference occurs during hot weather and is most severe when the temperature is above 90 degrees F. or when there is thunderstorm activity in the area. These weather conditions may cause the atmosphere to become heavily ionized.

During this time, you may see glimpses of a channel from another area while watching a local channel. The only cure is to wait for weather conditions to improve.

Additional Cable Outlets and Signal Leakage

Federal law allows a customer to connect additional cable TV outlets to their cable wiring if desired. However, because customers are responsible for the cable wiring inside their homes, an amplifier may be needed for more than three outlets. Please be aware that cable TV supplies sold by some retailers may not meet FCC (Federal Communications Commission) specifications, therefore permitting signal leakage.

This signal leakage can interfere with aeronautical communication. Shenandoah Cable Television Company audits the cable system and when a leakage is found that exceeds the legal limits, service may have to be shut off until the source of the leakage is found and corrected. The best way to avoid this problem is to have your additional outlets installed by the service department using equipment that meets industry standards.

Installation

Connection of cable service to a location that has previously had service should be scheduled at least 2-3 business days in advance. Connection to a location that has never had cable service before should be scheduled as far in advance as possible to allow our engineering and construction departments time to bury the cable to the structure. The average time to allow is about 30 days.

Service connection appointments are scheduled during normal business hours: Monday–Friday, 8 a.m.–4:30 p.m. Although specific appointment times are not available, we will do our best to accommodate the customer's needs. If you would like to place an order for cable service, please call 984-5224 for a Customer Service Representative.

Equipment

Customers are provided with the converter and remote control necessary to receive the programming package they have chosen. The customer is responsible for returning any converters and remote controls to our office when service is terminated. Any equipment that has been lost, stolen, damaged, or not returned will be billed to the customer's account.

Billing Information

Services are billed in advance monthly. Services, which are added or deleted after a billing cycle has begun, will be pro-rated. Payment is due within 10 days of the billing date. Any unpaid balances will be subject to a 1.5% late fee after 20 days of the billing date. Payments can be made at one of our Shentel offices, by mail, or by an Automatic Payment Plan.

If you have any questions concerning your bill, please call 984-5224 and speak to a Customer Service Representative.

Cable Theft

It is unlawful for any person to knowingly, with the intent to defraud, obtain, or attempt to obtain, for himself or for another, telephone or cable television service by the use of any false information, device, or scheme.

If the value of service, credit, or benefit procured is $200 or more, the party shall be guilty of a Class 6 felony. Should the value be less than $200 a Class 1 misdemeanor charge will apply. In addition, the court may order restitution for the value of the services unlawfully used and for all costs incurred by the company.

To report a cable theft incident call 984-5224.

Privacy Policy

The 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, Shenandoah Cable Television Company collects and maintains personally identifiable information concerning its customers. That information includes, among other things, your name, address, phone number, and 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. Cable system employees 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.

As a customer, you may review any personal information held by Shenandoah Cable Television Company, 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 business office in Edinburg. You may request correction of any errors in personal information that we collect or maintain pertaining to you.

Federal law prohibits the cable system from collecting any personally identifiable information other than information necessary to carry on our business or to detect theft of services, unless you consent.

Shenandoah Cable Television Company does not disclose personally identifiable information without your consent, unless we are required to do so by court 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 United States District Court to enforce the limitations.