Terms and Conditions

TERMS AND CONDITIONS FOR SERVICES AND/OR EQUIPMENT PROVIDED BY WINDSTREAM

Please note If you have a written contract with Windstream, then those contract terms and conditions will control.

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY. IT IS ESPECIALLY IMPORTANT FOR YOU TO READ SECTION 10 (DISPUTE RESOLUTION) CAREFULLY, AS SECTION 10 PROVIDES FOR RESOLUTION OF DISPUTES THROUGH FINAL AND BINDING ARBITRATION BEFORE A NEUTRAL ARBITRATOR INSTEAD OF IN A COURT BY A JUDGE OR JURY OR THROUGH A CLASS ACTION. YOU WILL CONTINUE TO HAVE CERTAIN RIGHTS TO OBTAIN RELIEF FROM FEDERAL OR STATE AGENCIES.

1. Definitions.

“You” or “Customer” means the person or entity that subscribes to Services or purchases or leases Equipment and anyone who accesses the Services and Equipment provided to you, except as specifically provided in Section 10 (Dispute Resolution) herein.

“We,” “us,” “our,” “Company,” and “Windstream” refer to the Windstream legal entities providing Services to you and as identified on your bill.

“Service(s)” refer to any services you have agreed to obtain from us.

“Equipment” means any equipment or accessories you purchase or lease from us or those provided by us for use in any manner in connection with your Services. For ease of reference, Services and Equipment provided by Windstream shall be referred to in this document collectively as “Services.”

“Promotional Terms” mean terms that apply to special offers from time to time. Promotional terms will be specified in your first bill message. Promotional terms may include a term commitment and an early termination fee in the event the Service is not installed or maintained, or in the event you disconnect Service prior to the end of the term.

“Service Order” means the form (whether paper or electronic, including online order forms), if any, in which you apply for or make changes to Services and may include the length of time you will subscribe to a Service, rate plans, access charges, fees, taxes and surcharges, choice of long distance carrier, and the Equipment you have selected.

2. Agreement and Acceptance.

This Agreement incorporates by reference, and you agree to be bound by the following, in this order of priority AND INCLUDING ANY CHANGES (SEE SECTION 23 BELOW): 1) any applicable tariffs filed with the Federal Communications Commission (“FCC”) or the relevant state public service commission; 2) The FCC or state web-posted price lists or terms and conditions (either, “price lists”) posted at http://www.tariffs.net/windstream/; 3) the product- or bundle-specific Terms and Conditions, including any Promotional Terms (see Section 27 herein and Your Bill Messages) and any additional agreements associated with such products; 4) the Service Order, if any; 5) any relevant click-through agreement for the Services you received; 6) these Terms and Conditions (“Terms”); 7) the Acceptable Use Policy posted at https://www.windstream.com/privacy-policy/; and 8) the Privacy Policy posted at https://www.windstream.com/privacy-policy/ . If you purchase Windstream Kinetic TV service, your terms of service include these Terms and Conditions and the attached Schedule 1. If you purchase Windstream Cable TV service, your terms of service include these Terms and Conditions and the attached Schedule 2.

You accept this Agreement when you do any of the following: (a) give us your written or electronic signature; (b) tell us orally or electronically that you accept (i.e., by clicking the “I Accept” button for online purchases or account changes); or (c) use any Services. If you have never used the Services before, and do not wish to be bound by this Agreement, then do not begin using them, and notify us immediately. By accepting this Agreement, you acknowledge that you are 18 years of age or older, are competent to enter into a contract with us, and are authorized to obtain Services or make changes to an existing account. You may obtain a copy of these Terms and any product-specific Terms and Conditions by visiting https://www.windstream.com, or calling a service representative at 877-807-9463. This Agreement supersedes any and all statements or promises made to you by any of our employees or agents. If you have a written contract with Windstream, then those contract terms and conditions will control.

3. Charges for Services and Taxes, Fees, and Surcharges.

You are responsible for paying all charges applicable to Services provided to you including, but not limited to, monthly recurring charges (“MRCs”), access charges, features, changes and moves to Services, Service repair visits and no-show charges, installation charges, IP-address charges, billing charges, credit-card surcharges, toll, long distance, and directory assistance, equipment fees, and any other usage-based charges at our current rates when used. In addition to the monthly recurring and usage-based charges, other charges (such as taxes, fees, surcharges, and assessments) apply to all Services and Equipment, including how those may change in the future. In certain service areas, paper bills are available for a monthly charge.

To determine whether certain taxes, fees, and surcharges are applicable to Services provided to you, we are required by federal law to obtain your street address, which must be within our service area. You represent and warrant that the address you provide us to obtain Service is correct, and you acknowledge that we are relying on this information to determine which taxes, fees, or surcharges are applicable to your Service. You agree to notify us if your address changes. In the event you do not provide us with a valid address or address change, you may be responsible for additional taxes, fees, surcharges, and penalties associated with failure to pay taxes based on the proper address, and we may terminate your Services.

As a convenience to you, Company may include charges for third-party services on your monthly bill. You should always review your bill carefully, and contact the Company if you are unsure about a charge on your bill. Company also offers the ability to block third-party charges from your monthly bill. This Service is optional and free of charge. If you are interested in adding a third-party block to your account, then call a Company representative at the number found at the top-right-hand corner of your statement to determine if your account is eligible. The block does not apply to Services provided by Windstream or its affiliates to which you subscribe.

4. Billing and Payment; Rate Increases.

We will bill you the recurring and installation rates you were quoted for Services or those associated with the Services you currently use or previously ordered, with increases on notice. All recurring charges are billed one month in advance. Billing at a location will begin upon the earlier of either (i) the Installation Date (which may be the date administrative access to certain software-based Services are granted to Customer), or (ii) 30 days after delivery of the applicable facility and/or equipment to Customer’s premises (if the delay in connection of the facility and/or equipment is due to Customer or its agent). Company may choose to bill in full monthly increments with no proration for partial service periods, when Service either starts or ends in the middle of a billing cycle.

We reserve the right to back-bill you for Services actually used, but not previously billed.

Payment in full is due no later than the due date indicated on your bill and we may apply a late fee, interest, and other charges (including, but not limited to, collection fees) up to the maximum amount permitted by law. Returned checks, payment by phone, paper bills, and other fees due to your choice of payment method or billing receipt may also be subject to fees. You agree to pay costs and fees, including, but not limited to, attorney fees we incur to collect an unpaid balance from you.

Company may require you to authorize payment for Services by credit card or by debiting a bank account, and no additional notice or consent is required before we invoice the credit card or debit the bank account for all amounts due to us for any reason.

5. Credits, Deposits, and Advanced Payments.

Our agreement to provide you Services is subject to credit approval, and, as such, you authorize us to ask credit-reporting agencies for credit information about you. We may require you to submit an initial deposit and/or an advanced payment as security for payment of charges. In the future, an additional deposit or advanced payment may be required if either the amount/number of Services is increased, you are late on payment or your credit rating changes. Simple interest will be paid on the cash deposit for the period it is held by us and will be refunded if satisfactory credit has been established or upon termination of Service (if no balance is due). We reserve the right to apply the deposit to any amount due and unpaid, and the payment of a deposit in no way relieves you of paying your bills in a timely manner. Regarding advanced payments, any advanced payment will appear as a credit to your first-month’s bill. If you cancel Services before installation, or we cannot install your Services for some reason, then we may refund the advanced payment. We will not refund any advanced payment made after installation of Services.

6. Termination by You.

Pre-Installation.

If you are a business customer, and you terminate your order prior to the installation of Services, then you will be required to pay a pre-installation cancellation charge equal to the greater of (i) three (3) months of MRCs; or (ii) our costs to other providers. You agree that this charge is a reasonable measure of the administrative costs and other fees, incurred by us, to prepare for installation.

After Installation.

If you cancel your Services or a portion thereof after installation, then you remain liable for payment of all outstanding charges for all Services you used and Equipment you purchased from us prior to termination. If you terminate Services prior to the last day of your billing cycle, then you will be charged for the full last month of Service with no proration or credit.

Fixed-Term Agreements.

When you purchased your Service(s), you may have been required to commit to a term or a minimum purchase. Either you or we may elect not to renew your service by providing notice to the other no later than thirty (30) days prior to expiration of the fixed term. If neither you nor we deliver a timely notice not to renew, THEN the Services will renew on a month-to-month basis. IF YOU TERMINATE SERVICES AFTER INSTALLATION OR DURING THE INITIAL OR RENEWAL TERM FOR ANY REASON OTHER THAN FOR CAUSE, OR WE TERMINATE FOR CAUSE PURSUANT TO SECTION 7 BELOW, THEN YOU WILL BE REQUIRED TO PAY TO US AS LIQUIDATED DAMAGES AN AMOUNT EQUAL TO 100% OF THE MONTHLY RECURRING CHARGES (“MRCS”) MULTIPLIED BY THE NUMBER OF MONTHS REMAINING IN THE THEN CURRENT TERM. IF YOU TERMINATE OR DISCONNECT LESS THAN THE ENTIRETY OF YOUR SERVICES SUCH THAT YOUR ACTUAL USAGE AT A LOCATION FALLS BELOW ANY MINIMUM MONTHLY CHARGE (“MMC”) OR MINIMUM MONTHLY FEE (“MMF”) FOR THAT LOCATION, THEN YOU AGREE TO PAY AN AMOUNT EQUAL TO THE MMC OR MMF FOR EVERY MONTH REMAINING IN THE THEN CURRENT TERM (“LIQUIDATED DAMAGES”).

You agree that in the event of termination by you, the actual damage to Windstream is difficult to ascertain, and that the early termination fee represents liquidated damages, not a penalty, and is a reasonable estimate of the actual reduction in the value of this Agreement that we will sustain.

Month-to-Month Agreements.

If no length of time is identified on the Service Order or you were not otherwise required to commit to a term, then the term is month-to-month, and you or we may terminate at any time by providing notice at least thirty (30) days prior to the effective date of termination. You remain liable for payment of all outstanding charges for all Services you used and Equipment you purchased from us prior to termination. If you terminate Service prior to the last day of your billing cycle, then you will be charged for the full last month of Service with no proration or credit.

Bundled Services.

Some plans may offer a discount, if you sign up for bundled Services, and may require a term commitment. If you sign up for bundled Services, then you agree to maintain the bundled Services for the applicable term. If you receive bundled Services, and you subsequently unbundle, terminate, or disconnect any of these Services, or we disconnect any of the Services, then we may adjust the rates for the remaining Service(s) to the then current price.

Change in Location.

A change in your service address or location to which any Service is provided to you may constitute, at our sole discretion, termination of the Services or result in an increase in the prices you must pay for the Services.

Change to Another Carrier.

We may deem a request by you to port your numbers as a request by you to terminate your Agreement. If you choose to port less than all of your numbers, or you leave any Services connected, then we will continue to bill you for the numbers and/or Services still connected.

7. Termination by Us.

Provisioning of the Service is subject to the availability of the requisite equipment and facilities. We may limit, interrupt, suspend, terminate, or refuse to provide a Service if: (a) you do not honor any provision of this Agreement; (b) you use a Service in an adverse manner that affects Windstream’s network or other customers, you have used a Service fraudulently or unlawfully or are suspected of doing so, or there occurs an event for which Windstream reasonably believes that the suspension or termination of Services is necessary to protect Windstream or Windstream’s other customers from an imminent and significant operational, financial or security risk, in which case Windstream will provide advance notice if practicable; (c) you modify your phone, or any software residing thereon, from the original manufacturer specifications, including for the purpose of accessing non-Windstream services; (d) you use a Service in a manner that is excessive or unreasonable when compared to the predominant usage patterns of other customers, on a similar service plan, in your geographic area (and we may, also, implement charges or change you to the appropriate rate plan consistent with such use); (d) resell any Service; (f) for any other reason set forth in the relevant tariffs and price lists or terms and conditions; (g) you do not pay any amount due to us or billed by us on behalf of others, including disputed amounts that Windstream determines are valid charges on your bills and any deposits or advanced payments that Windstream may require; (h) facilities or property associated with providing the Services have been condemned, or use has been prohibited by the government in any manner; (i) you fail to acquire and maintain the right-of-way or property access necessary for installation or maintenance of Services; (j) you are insolvent, have made an assignment for the benefit of credits, or you have filed or had filed against you a petition for bankruptcy; or (k) we determine in our sole discretion that facilities are not technically or economically feasible, including if copper or fiber facilities are no longer available to Windstream at reasonable rates or are not available for any reason, including, but not limited to, regulatory changes or retirement of copper plant pursuant to FCC rules; or (l) you make nuisance calls, impersonate another person, use obscene or profane language or are abusive or harassing when communicating with Windstream representatives, and fail to stop the behavior after receiving a written or verbal warning from Windstream; or (m) you fail to comply with any law, or regulation, including but not limited to any applicable regulations and do not cure such failure of compliance within ten (10) days of receiving notice from Windstream. We may restore such interrupted or terminated Service, in our sole discretion, following your correction of the violation and payment of any amounts due (including any restoration charge we assess for restoring your Service). Windstream reserves the right to delete your windstream.net email account, without notice, if unused for one hundred and eighty (180) consecutive days. The contents of the email account will be unrecoverable once the account has been deleted.

8. Personal Identifiers.

We assign telephone numbers, e-mail addresses, IP addresses, and other personal identifiers in connection with the Services. You have no proprietary right to any such identifiers, and we reserve the right to change them upon notice to you. In the event that we allow you to transfer a personal identifier to another party to obtain any Services we provide you, we reserve the right, prior to honoring the request for transfer, to charge a fee for the transfer, and to collect any money owed for the Services.

9. Disputed Bills.

You must review bills in a timely manner. To dispute a bill, you must comply with the dispute resolution provisions in Section 10, and submit your dispute, in writing, within 60 days after the date on the bill. You must pay any undisputed portion while your dispute is investigated. You accept all charges on your bill not disputed within 60 days and must pay those charges.

10. Dispute Resolution.

PLEASE READ THIS CAREFULLY. IT AFFECTS YOUR RIGHTS.

By utilizing Windstream’s Services and agreeing to these Terms, you agree to the following dispute resolution procedures. You and Windstream agree to waive any right to a trial by jury in a court of general jurisdiction and any right to participate in a class action or consolidated action regarding a dispute as defined below. Specifically, you and Windstream agree to waive any right to pursue a dispute by joining a disputed claim with the disputed claim of any other person or entity or to assert a disputed claim in a representative capacity on behalf of anyone else in any lawsuit, arbitration, or other proceeding.

If you have a dispute with Windstream, you should notify Windstream’s Customer Care department at the number listed on your invoice. If the Customer Care department is unable to resolve your dispute, you must submit your dispute to us in writing at the following address: Windstream Communications, LLC, 1720 Galleria Boulevard, Charlotte, NC 28270, Attn: Executive Customer Relations. You must describe your dispute and provide enough detail to allow us to understand it and provide any supporting documentation with your written dispute.
Visit https://www.windstream.com/terms-conditions/ for a form that you may, but are not required to, use to submit your written dispute to us. If we have a dispute with you, we will send you a written notice to your billing address to attempt to resolve the dispute. You and Windstream agree that a dispute is any claim or controversy related in any way to Windstream’s Services, including charges for Services, Equipment, Service Order(s), or our agreements pursuant to these Terms or any other agreements, whether the dispute: arises in tort, contract, by statute, or any other legal theory; arises under this or any prior agreement with us; or arises after your Services with Windstream are terminated.

For purposes of this Dispute Resolution section, references to “Windstream”, “we”, and “us” include our subsidiaries, affiliates, agents, employees, predecessors in interest, successors, and assigns.

If you and Windstream are unable to resolve the dispute after 60 days from the date of receipt of the written dispute, you agree that either you or Windstream shall resolve the dispute in only one of two possible ways: (1) by seeking relief in a small claims or equivalent court, if appropriate under the applicable court’s rules, in the city or county of the billing address reflected on your bill; if the small claims or equivalent court does not allow for declaratory relief then the action could be brought in a court which does have such relief or (2) by arbitration. Further, should the amount in controversy exceed the limits of small claims in the jurisdiction in which the dispute arises, Windstream may seek relief in a court of proper jurisdiction for collection purposes. This Section does not prohibit you from submitting any issue you have with Windstream to any federal, state, or local governmental agency or public service commission which may be able to seek relief from Windstream on your behalf. If the dispute is regarding the charges for Services, you agree that if you do not seek relief in small claims or equivalent court or by arbitration following the 60-day dispute period, then you will immediately begin paying the disputed amount that Windstream determines is valid, plus any charges that were not paid during the 60-day dispute period, or Windstream may terminate the Services.

Arbitration

You and Windstream specifically agree to finally resolve all disputes not filed in small claims court by arbitration that will be final and binding on both you and Windstream, subject to any exceptions required by applicable law. This Agreement evidences a transaction in interstate commerce, and thus the Federal Arbitration Act governs the interpretation and enforcement of this provision. This arbitration provision shall survive termination of this Agreement.

The following provisions apply to arbitration:

  1. If you intend to seek arbitration after expiration of the 60-day dispute period noted above, you must first file a claim with JAMS. Visit https://www.windstream.com/terms-conditions/ for a form that you may, but are not required to, use. The claim must include a description of the dispute, a brief outline of previous efforts to resolve the dispute, all supporting documentation, and a proposed resolution. A copy of the claim and proof of payment of the filing fee, such as a copy of the check or money order, should be sent to Windstream at: 4001 Rodney Parham Rd., Little Rock, AR 72212, Mailstop B1F03-53A, Attn: Legal Department. Unless the customer specifically requests otherwise, the Executive Customer Relations group may still contact customer even if represented by counsel.
  2. During the arbitration, the amount of any settlement offer made by Windstream or you shall not be disclosed to the arbitrator until after the arbitrator determines the amount, if any, to which you or Windstream is entitled.
  3. After Windstream receives Notice that you have commenced arbitration, it will reimburse you for your payment of the filing fee, unless your claim is for greater than $75,000. The arbitration will be governed by the JAMS Comprehensive Arbitration Rules and Procedures (“JAMS Rules”), as modified by this Agreement, and will be administered by JAMS. The JAMS Rules are available online at www.jamsadr.org, by calling JAMS at 1-800-352-5267(JAMS). The arbitrator is bound by the terms of this Agreement. All issues are for the arbitrator to decide, except that issues relating to the scope and enforceability of the arbitration provision are for the court to decide. Unless Windstream and you agree otherwise, any arbitration hearings will take place in the county (or parish) of your billing address. If your claim is for $10,000 or less, we agree that you may choose whether the arbitration will be conducted solely on the basis of documents submitted to the arbitrator, through a telephonic hearing, or by an in-person hearing as established by the JAMS Rules. If your claim exceeds $10,000, the right to a hearing will be determined by the JAMS Rules. Regardless of the manner in which the arbitration is conducted, the arbitrator shall issue a reasoned written decision sufficient to explain the essential findings and conclusions on which the award is based.
  4. For any non-frivolous claim that does not exceed $75,000, Windstream will pay all JAMS filing, administration and arbitrator fees for any arbitration initiated in accordance with the notice requirements above. If, however, the arbitrator finds that either the substance of your claim or the relief sought in the Demand is frivolous or brought for an improper purpose (as measured by the standards set forth in Federal Rule of Civil Procedure 11(b)), then the payment of all such fees will be governed by the JAMS Rules. In such case, you agree to reimburse Windstream for all monies previously disbursed by it that are otherwise your obligation to pay under the JAMS Rules. In addition, if you initiate an arbitration in which you seek more than $75,000 in damages, the payment of these fees will be governed by the JAMS rules. You will be entitled to attorneys’ fees from Windstream to at least the extent as you would be in court. If Windstream initiates the arbitration, it will pay those costs regardless of the amount of its claim.
  5. If, after finding in your favor in any respect on the merits of your claim, the arbitrator issues you an award that is greater than the value of Windstream’s last written settlement offer made before an arbitrator was selected, then Windstream shall pay the greater of the award or $5,000 (“the alternative payment”), whichever is greater. If Windstream did not make a written offer to settle the dispute, you will be entitled to receive this alternative payment if the arbitrator awards you any relief on the merits. If you are still a current customer of Windstream when the arbitrator’s award is issued, then Windstream, in its sole discretion, can pay the alternative payment by issuing a credit for services on the Customer’s account.
  6. If you are entitled to the alternative payment, then Windstream will also pay your attorney, if any, the amount of attorneys’ fees, and reimburse any reasonable expenses, that your attorney reasonably accrues for investigating, preparing, and pursuing your claim in arbitration (“the attorney premium”). If you are not entitled to this attorney premium, Windstream will reimburse for reasonable attorneys’ fees and reasonable expenses if it is required to do so under applicable law. However, you may not receive both the attorney premium and an award of attorneys’ fees under a statute.
  7. The arbitrator may make rulings and resolve disputes as to the payment and reimbursement of fees, expenses, and the alternative payment and the attorney premium at any time during the proceeding and upon request from either party made within fourteen (14) days of the arbitrator’s ruling on the merits. However, you may not recover duplicative awards of attorneys’ fees or costs.
  8. If the arbitrator not only rules against you but also rules that either the substance of your claim or the relief you requested in your Demand was either frivolous or brought for an improper purpose (as measured by the standards of the Federal Rules of Civil Procedure 11(b)), then responsibility for the costs of arbitration will be set by the JAMS rules. For frivolous cases in which your demand is $10,000 or less, your share of the costs is currently limited to $200, though JAMS may change that amount. If the arbitrator makes this determination, you may be required to reimburse Windstream for paying your share of the arbitration costs.
  9. The arbitrator may award declaratory or injunctive relief only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by that party’s individual claim. YOU AND WINDSTREAM AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. Further, unless both you and Windstream agree otherwise, the arbitrator may not consolidate more than one person’s claims, and may not otherwise preside over any form of a representative or class proceeding. If this specific proviso is found to be unenforceable, then the entirety of this arbitration provision shall be null and void.
  10. Confidentiality: Any arbitration shall remain confidential. During the arbitration, the amount of any settlement offer made by Windstream or you shall not be disclosed to the arbitrator until after the arbitrator determines the amount, if any, to which you or Windstream is entitled. Neither you nor Windstream may disclose the existence, content, or result of any arbitration or award, except as may be required by law, or to confirm and enforce an award.
  11. Notice to California Customers: California Customers may seek public injunctive relief through arbitration if, and only to the extent, provided by California law (if deemed applicable) and, in the event the provisions of this Section 10 are found to be unenforceable despite the foregoing exception, such California Customers may seek public injunctive relief through the courts only after the individual claims are fully resolved in arbitration. The preceding sentence shall not apply to Customers in any other state.
  12. Exceptions: Nothing in this Section shall prevent Windstream from issuing notices, including: takedown notices for alleged trademark or copyright infringement pursuant to the Digital Millennium Copyright Act; or termination of Service pursuant to Windstream’s Acceptable Use Policy for your abuse of your Internet access Services. Nothing in this Section 10 shall prohibit Windstream from filing a lawsuit in a court of general jurisdiction to collect outstanding balances for unpaid Services or Equipment, any other type of charge owed on your account, or for the theft of any Services or Equipment by you. This Section 10 is intended to resolve outstanding disputes between us, and not to collect a debt owed by you to Windstream.
  13. Limitation of Liability: This Section 10 is subject to the Limitation of Liability Section in these Terms and Conditions.
  14. Limitations Period: Any written dispute must be brought by you or Windstream within two (2) years after the date the basis for the claim or dispute first arises.

11. Company Provided and Owned Equipment.

Any Equipment installed by us, on your premises, that is not the subject of a sale or lease to you (such as the CSU/DSU interface cards, Channel Bank, and router, if applicable) shall remain at all times our property. It shall remain in good condition, less normal wear and tear. If we do not have access to your premises within 30 days after Services are terminated, then you shall reimburse us for the full purchase price of the equipment, as well as any attorney’s fees and costs. You are responsible for all security measures over the Services, including, but not limited to, access to authorization codes or encryption you deem necessary or required. Once the Equipment is delivered to you, you bear the risk of loss.

12. Disconnection of Current Provider; Special Construction; Third-Party Charges.

You are solely responsible for disconnecting Services with your current service provider, and we are not responsible for any charges assessed against you by such provider. You shall pay all charges if we or a third-party provider is required to extend the demarcation point, undertake special construction, or non-routine installation for you. Unless we specifically agree–in writing–to undertake equipment installation and maintenance work, you are responsible for all charges assessed by your phone-system vendor and other third-parties in connection with the Services, and we shall have no responsibility for maintenance or repair of same.

13. Access to Third-Party Services.

You agree that the telephone line, on which your Services are activated, may not be used to access any third-party services equivalent to Services we provide or can make available, even if you declined to purchase such Services from us. Your telephone line contains programming designed to enable access to our Services only. You may not use any manual or electronic means to circumvent any restrictions placed on your telephone line to modify, without authorization, any programming supplied by us.

14. Access and Installation; Repair and Maintenance.

You agree that you are responsible for acquiring and maintaining the right-of-way necessary to allow installation and maintenance of Services. Failure to acquire and maintain necessary right-of-way may result in delay of installation or termination of Services by Windstream. Upon notice, we may make tests and inspections to determine you are complying with the requirements of these terms, or for routine and emergency maintenance of the equipment and facilities. We may take action to protect our facilities and equipment. We may substitute, change, or rearrange any Equipment or facility at any time. We may limit or allocate use of existing facilities, when necessary, due to a lack of facilities or a cause beyond our reasonable control.

15. Privacy and Customer Proprietary Network Information.

You authorize us to monitor and record communications, from you to us, regarding your account or the Services, for purposes of quality assurance. For online orders, we may implement reasonable procedures, including, but not limited to, validating information provided by you or restricting the amount of Services purchases online. We reserve the right to cancel or reject online orders at any time for security or privacy reasons.

To provide Services to you, we maintain certain customer proprietary network information (“CPNI”). CPNI includes information that relates to the quantity, technical configuration, type, destination, location, and amount of use of any telecommunications Service we provide to you, and which we obtain because of the carrier-customer relationship between us. CPNI also includes information contained in your bill. We may use and share your CPNI without your permission for the following purposes:

  • To protect our rights or property, or those of other customers or carriers, from fraudulent, abusive, or unlawful use of or subscription to the Services you get from us;
  • To initiate, render, bill, and collect for your Services;
  • To provide information telemarketing, referral, or administrative services to you, when you call us, if you give us permission to do so;
  • To provide call location information regarding the user of a wireless mobile Service to certain other parties in an emergency situation;
  • To provide information requested by law enforcement or a third-party pursuant to a subpoena or other method of requesting information. We will not give you notice of any subpoena or court or administrative orders related to your account, IP address, contact information, or use of Services unless required to do so by law.

If you do not want us to provide your information to other Windstream entities, please notify us by calling Residential Support at 866-347-1991 or Business Support at 800-843-9214.

When you view your account information or shop for Services online, you agree that we may display your CPNI online, after proper verification by you, to fill orders or allow you to make account changes.

16. Theft and Fraud.

You agree to keep all passwords, Member ID’s, IP addresses, and computer names confidential. If your Services are lost, stolen, or fraudulently used, then you are responsible for all usage incurred before we receive notice from you of such loss or theft. If we choose to pursue investigation or prosecution of the loss or theft, you agree to cooperate in the investigation of fraud or theft, and to provide us with such information and documentation as we may request (including affidavits and police reports).

17. Limitation of Liability.

FOR PURPOSES OF THIS SECTION AND THE DISCLAIMER OF WARRANTIES AND EMERGENCY/CRITICAL LINES SECTIONS, “OUR” OR “WE” INCLUDES WINDSTREAM’S OFFICERS, DIRECTORS, SHAREHOLDERS, EMPLOYEES, AGENTS, SUBCONTRACTORS, VENDORS, AND ANY ENTITY ON WHOSE BEHALF THE COMPANY RESELLS SERVICES. UNDER NO CIRCUMSTANCES WILL WE BE LIABLE FOR: ANY ACCIDENT OR INJURY CAUSED BY SERVICES; ANY DAMAGE OR LOSS RESULTING FROM THE INSTALLATION, MAINTENANCE, OR REMOVAL OF THE SERVICES; ANY INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES (SUCH AS LOST PROFITS, LOST BUSINESS OPPORTUNITIES, BUSINESS INTERRUPTION, AND LOSS OF BUSINESS DATA); ANY PUNITIVE OR EXEMPLARY DAMAGES; THE COST OF ALTERNATIVE SERVICE; OR FOR ANY SERVICE INTERRUPTIONS, DELAY, OR FAILURE TO PERFORM UNDER THIS AGREEMENT DUE TO CAUSES BEYOND OUR REASONABLE CONTROL. SUCH CAUSES INCLUDE, BUT ARE NOT LIMITED TO, STRIKES, LOCKOUTS, OTHER LABOR UNREST, NATURAL DISASTERS, ACTS OF GOD, CABLE CUTS, OR COMMON CARRIER DELAYS. YOU AGREE THAT THE PRICING OF SERVICES REFLECTS THE INTENT OF BOTH YOU AND US TO LIMIT OUR LIABILITY AS PROVIDED HEREIN.

18. Data Services.

YOU ACKNOWLEDGE THAT THE INTERNET IS A VOLATILE ENVIRONMENT AND WE ARE NOT LIABLE FOR CONFIDENTIAL INFORMATION STORED ON OR TRAVERSING OUR NETWORK. YOU MUST TAKE ALL APPROPRIATE PRECAUTIONS TO SECURE CONFIDENTIAL INFORMATION, INCLUDING ENCRYPTING, IF YOU DEEM NECESSARY.

19. Disclaimer of Warranties.

THE SERVICES ARE PROVIDED ON AN “AS-IS” AND “AS-AVAILABLE” BASIS, WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO: WARRANTIES OF TITLE OR NON-INFRINGEMENT; IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE; WARRANTY ARISING BY COURSE OF TRADE, COURSE OF DEALING, OR COURSE OF PERFORMANCE; ANY WARRANTY THAT THE SERVICES WILL MEET CUSTOMER’S REQUIREMENTS; OR ANY WARRANTY REGARDING THE QUALITY, CONTENT, ACCURACY, OR VALIDITY OF THE INFORMATION OR DATA RESIDING ON, PASSING THROUGH, OR OVER THE NETWORK. ALL SUCH WARRANTIES ARE HEREBY DISCLAIMED. WITHOUT LIMITING THE FOREGOING, BROADBAND SPEEDS, TRANSMISSION QUALITY, NETWORK SECURITY OR RELIABILITY, AND ACCURACY OF ANY DIRECTORY LISTINGS ARE NOT GUARANTEED. NO ORAL OR WRITTEN ADVICE OR INFORMATION BY COMPANY’S EMPLOYEES, AGENTS, OR CONTRACTORS SHALL CREATE A WARRANTY, AND CUSTOMER MAY NOT RELY ON ANY SUCH INFORMATION. WINDSTREAM DOES NOT GUARANTEE YOUR SERVICE CAN OR WILL BE INSTALLED BY A PARTICULAR DATE. ANY INSTALLATION DATE PROVIDED IS ONLY AN ESTIMATE.

20. Indemnification.

You agree to indemnify and hold Windstream and its subsidiaries, affiliates, officers, agents, co-branders, licensors or other partners, and employees harmless from any claim or demand, including those for reasonable attorneys’ fees or those made by any third-party due to or arising out of: content you submit; post; transmit; or otherwise make available through the Service, your use of the Service, your connection to the Service, your violation of this Agreement, including, without limitation, the Acceptable Use Policy, or your violation of any rights of another.

You acknowledge that you are responsible for all use of the Service, by your account (including use by subaccounts), and that this Agreement (including, without limitation, the Acceptable Use Policy and Privacy Policies, as amended from time to time) applies to any and all usage of your account. You agree to abide by these terms, and you agree to defend, hold harmless, and indemnify Windstream from and against any and all claims stemming from usage of this account and any subaccounts, whether or not such usage is expressly authorized by you.

21. Emergency/Critical Lines.

CUSTOMER ACKNOWLEDGES THAT CERTAIN SERVICES MAY NOT PROVIDE ACCESS TO 911, OR TRANSMIT THE LOCATION OR EXTENSION, IF CUSTOMER ATTEMPTS TO ACCESS 911 IN AN EMERGENCY. If your voice Services are provided via an internet connection (e.g. voice over Internet protocol (VoIP), Centrex, and private branch exchange), the Services are different from traditional voice services and require both electrical power and broadband function. The Services will not function if power is lost, if there is a disruption to the broadband connection, if the network is congested, or if your account has been suspended. You expressly acknowledge that in such instances You or anyone using Your Services will not be able to place or receive calls including calls to emergency 911 services and that communications between a home security system and home security monitoring service will not function. Windstream strongly recommends you maintain an alternative means of accessing 911 Services and that you purchase a battery backup for use with your Services during power outages, more information can be found on windstream.com.

22. Changes to these Terms and Conditions.

We may change these Terms, including any change in any charge or fee, and the imposition of a new charge or fee, at any time, if we give you notice of the change. If we make a change to these Terms and Conditions that is material, and you do not wish to accept such material change, then you may terminate the affected Service by giving us 30-days’ notice, in which case you will not be subject to an early cancellation fee. You will, however, still be responsible for all charges for Services provided before you terminated your Agreement. A material change is ONLY a change that (a) terminates or substantially reduces the availability of a Service for you or (b) results in the increase of any charge by more than 10% of the monthly access charge for that Service. Material changes in your Service DO NOT include the increase in or imposition of (1) any charge required to be collected by any governmental authority (such as taxes or surcharges) or (2) any charge not prohibited by any governmental authority to recoup our expense incurred to comply with a governmental requirement.

23. Applicable Law.

Your Agreement and our provision of Services to you are subject to (a) the laws of the state identified in the billing address that you have provided us and (b) any applicable federal laws, including, but not limited to, the Federal Arbitration Act, 9 U.S.C. § 1 et seq. In the event of an inconsistency between any governmental requirement and these Terms regarding the provision of a Service that is subject to the governmental requirement, the provisions of the governmental requirement will apply to the extent necessary to avoid the inconsistency.

24. Assignment.

We may assign this Agreement to another entity without any advance consent from or notice to you. You may not assign this Agreement without our consent.

25. No Waiver; Severability.

If we do not enforce any right or remedy available under this Agreement, that failure is not a waiver. If any part of this Agreement is held invalid or unenforceable, the remainder of this Agreement will remain in force.

26. Product Bundles – Specific Terms and Conditions (alphabetically).

Product Descriptions, generally, can be found at https://www.windstream.com. Some Services have certain system requirements (i.e., Online Backup, Security Suite, and TechHelp). Please see the relevant product description for details.

  • Broadband Protection Plus. This Service includes the wiring coverage of Protection Plus (see below) and the installation of the NIC (network interface card). For installation and NIC replacement, the system must be Windows 2000 SP-4 or higher. With other operating systems, such as Mac or Linux, we will only cover replacement Customer Premise Equipment (CPE) and wiring/cabling, but will not cover installation, software, or NIC. The Broadband modem (if provided by us) will be replaced, if damaged by an electrical surge or natural act (i.e., lightning, floods, etc); please note, free modem replacement is not available to customers purchasing Broadband Protection Plus on or after December 1, 2014. Additionally, customers who have purchased Broadband Protection Plus prior to December 1, 2014 and who wish to upgrade to a new modem will be required to move to Windstream’s Modem Rental Program (see below) and end their Broadband Protection Plus coverage; for customers who have purchased a bundle adder prior to December 1, 2014 that includes Broadband Protection Plus, the adder will be changed to include Protection Plus (and not Broadband Protection Plus) upon moving to Windstream’s Modem Rental Program. This Product does NOT cover: a) home networks (even if Equipment is purchased from us); b) LAN software; c) bandwidth/throughput guarantees; d) damage to PCs from viruses; e) non-standard wiring; f) PC Hardware (other than NIC); g) Cisco 827H and 827HI modems; h) operating systems and software maintenance; or i) integrated NIC cards and internal NIC laptop cards.
  • Cable TV. Channels available to customer as part of any select packages of programming through Windstream Cable TV are subject to change, and customer is not guaranteed any particular channel or number of channels. All prices, packages, and programming are subject to availability based on location and Windstream’s agreements with content providers and credit approval. A Cable-TV-service-activation fee may apply. Taxes and fees, including applicable franchise and FCC regulatory fees may apply. Some promotions may require minimum programming. Certain promotions have an optional or mandatory term-commitment period, and if the customer cancels Services prior to the optional or mandatory term-commitment period, certain termination or cancellation fees may apply. In some packages, hardware and programming are sold separately. Other restrictions may apply. Additional Cable TV terms and conditions are attached on Schedule 2.
  • Centrex. Within 30 days of subscribing, you and Windstream will agree on the specific features, functions, and minimum lines and groups to be provisioned. We will base charges on the agreed minimum lines. We will have the right to bill you at hourly rates for all programming, installation, or other labor associated with any adjustments to features and functions at initial installation and when changes are made later.
  • DISH Network Services. All prices, packages, and programming are subject to change without notice including, without limitation, any term commitment to which you have agreed. All DISH Network programming and any other services that are provided by DISH Network are subject to the terms and conditions of the Promotional Agreement and Residential Customer Agreement, which are available online at www.dish.com or upon request. Some promotions may require minimum programming. Certain promotions have an optional or mandatory term commitment period, and if you cancel your Services prior to the optional or mandatory term commitment period, certain termination or cancellation fees may apply. Hardware and programming are sold separately.
  • Domain Renewals. New registrations with Windstream are free for 1 year, and then renewals are billed to the customer in 1-, 3-, or 5-year increments.
  • Fax to Email. You must have an email address to Send/Receive faxes via this Service, but email is not included with this Service. If you exceed your page limit per month, a minimum per page charge will apply. Overages are billed at $0.10/per page.
  • High-Speed Internet. High-Speed Internet Service is subject to the Broadband Network Statement. Customers must agree to all terms of service prior to installing and using this Service. Speeds are distance sensitive, and availability by address varies. Customers that subscribe to speeds over 25 Mbps, services may be provisioned in a range, including a minimum speed and a maximum speed. The exact speed range is disclosed at the time of sale. We strive to provision the line up to the maximum speed required to support the qualified and subscribed Service, but actual speed and performance may vary based on factors such as the condition of wiring inside a specific location; customer proximity to equipment supporting the service; computer configuration; network or Internet congestion, particularly during peak hours very generally defined as 7p.m. – 11p.m. weeknights (peak hours may vary depending on the customer location); number of users attempting to use or using the High-Speed Internet Service at the same time; and the server speed of the websites accessed availability. We cannot guarantee speeds or uninterrupted error-free Service.
  • Enhanced, Premium and Ultra Premium Internet. Enhanced, Premium and Ultra Premium Internet Services are available in speed tiers, with the high-end range of a tier representing the anticipated maximum speed capabilities. Customers receiving these Services should experience speeds within the speed tier selected.
  • Hulu Plus Services. All Hulu Plus Services and any other services provided by Hulu are subject to the Hulu Terms of Use, which are available online at: www.hulu.com . Certain promotions have an optional or mandatory term commitment period. If you cancel your Services prior to the optional or mandatory term-commitment period, then certain termination or cancellation fees may apply. If the Hulu Plus membership is not cancelled at the end of the promotional period, then you authorize Hulu Plus to charge you each month for the membership fees, plus taxes, until you cancel the membership.
  • Identity Protection. Windstream partners with a third-party vendor to provide this Service. As a result of this, you may be required to accept certain terms and conditions of the Service as required by the third-party. Windstream reserves the right to alter the Service in any way including, but not limited to, changing the third-party provider of the Service or discontinuing this Service at any time .
  • Internet Access. Internet Access Service is subject to the Broadband Network Statement. Service will be provisioned for a maximum download speed of 1 Mbps. Due to the nature of this Service, it is an “AS-IS” Service, and may be intermittent, specifically, during peak usage times of the day. This Service is not suitable for streaming video, gaming, or large downloads or uploads. Credits or adjustments for slow and/or varying speed, or not being able to access the Internet, will not be issued. Windstream cannot guarantee speeds or uninterrupted error-free Service.
  • Internet Security and Security on-the-go :
  • Lifetime Price Guarantee. Certain Services are subject to a Lifetime Price Guarantee (“Guarantee”), as advertised by us; however, in addition to the Agreement set forth herein, the following conditions apply to this Guarantee:
    • The Guarantee only applies to select Services. You must subscribe to at least one new bundle Service that includes select High Speed Internet, other select Internet Services, select Phone Services, select Cable TV programming, or select DISH programming.
    • Any package that includes DISH is subject to our continuing relationship with DISH. If such relationship ends for any reason, then Guarantee bundles that include DISH may be terminated at our discretion. Additionally, channels available to you as part of DISH programming are subject to change without notice. You are not guaranteed any particular channel or number of channels.
    • A DISH activation fee may apply.
    • If DISH Service is terminated by you before the end of any commitment, then a cancellation fee based on the number of months remaining in the commitment will apply.
    • Channels available to customer as part of any select packages of programming through Windstream Cable TV are subject to change without notice, and customer is not guaranteed any particular channel or number of channels. A Cable-TV-service-activation fee may apply.
    • The Guarantee is void if you move, make any changes to your Services, disconnect, if you are disconnected by us, or if any portion of your account balance becomes past due.
    • If you order additional Services and equipment, including, but not limited to, HD or DVR receivers, additional charges apply.
    • The Guarantee covers only the advertised price, and does not include current or future taxes, fees, or other charges.
  • Managed Network Security CPE. This Service requires a minimum commitment and subscription to Windstream Data Services. Security-gateway equipment must be returned upon Service termination.
  • Modem Rental Program. This Program covers lifetime support of new modems provided by Windstream on or after December 1, 2014. Customer is responsible for payment of a monthly recurring equipment fee that will cover repair or replacement by Windstream of damaged modems; repair or replacement will occur as Windstream deems necessary. Windstream retains all rights, title and ownership interest in and to the modems provided by Windstream as part of this rental program and the modems shall at all times remain the property of Windstream. You agree not to mishandle, abuse, misuse, or improperly store or operate the modem. Any Windstream-provided modem will either be new or a fully inspected and tested refurbished unit. Any Windstream-provided modem will be capable of wireless networking, but devices supported by in-home wireless networking connections may experience speeds that do not equal speeds referenced in your High Speed Internet purchased plan or advertised speeds. With wireless networking, actual throughput speed may be impacted by several environmental factors including but not limited to, interference from other equipment or devices in the home, distance from the modem, modem location, types of devices connected, physical obstructions, and time of day. Connecting your device directly to the modem may optimize speed. Modems must be returned to Windstream within thirty (30) days of cancellation or your account will be automatically charged the fair market value of the modem or a $100 fee and Windstream will retain any advance payment or deposit, or portion thereof that previously had not been refunded, if you fail to return the modem within this time period. The equipment return requirements also apply if your existing modem is replaced or upgraded for any reason.
  • Personal Computer Offers. Windstream resells personal computers that are manufactured and warranted by a third-party. All support and warranties are provided by the manufacturer.
  • Phones at Home Protection Plan. This plan provides for repair or replacement of residential phones. You must sign up and agree to additional terms–applicable specifically to this Plan–via the Windstream Phones-at-Home-Protection-Plan Registration Form in order to obtain Phones at Home Protection from us.
  • Price Lock. The Price Lock applies to select bundle products. This plan is in addition to the monthly recurring rate for your bundled Services, any Services and equipment you may purchase, and current and future taxes, fees, and other charges. The Price Lock is void and current monthly rates will apply if any portion o the bundled Service or feature is disconnected or changed or if any portion of your account balance becomes past due. Price Lock may be void if you move, even if the move is within Windstream Service locations.
  • Professional Installation (Residential). This Service is provided for the connection of up to three computers, per home, to the internet when computers are being connected via Windstream-provided equipment. This Service includes: a) setting up the initial High-Speed Internet connection; b) installing the NIC, if necessary; c) installing the necessary filter on the telephone line; d) performing the initial wireless setup of up to four peripheral devices, including the Windstream wireless gateway (customer may be required to provide user guides for peripheral devices); e) DNS entries, configuring DHCP/Static IP address, gateway, etc.; f) performing various network connectivity tests to ensure each network element has proper connectivity; g) installation and setup of one PC if purchased through Windstream; h) installation of one jack if needed for the High-Speed Internet Service. It does NOT include: t) software installation other than what is included with the modem or provided by Windstream; u) PC installation for computers not purchased through Windstream; v) station cabling or CAT 5 patch cables; w) removing any applications, unless the application must be removed to make the TCP/IP connection to the Internet work; x) CPE charges; or y) resolving LAN issues, including, but not limited to, shared network drives, driver issues or other hardware issues. We reserve the right to not provide this Service if the requirements are beyond the standard scope of work.
  • Protection Plus. This Service is a wire maintenance plan that includes the repair or replacement of existing jacks/outlets (not including the addition or move of existing jacks) that meet our installation standards. This Service provides coverage for one access line. Wiring and jacks damaged as a result of faulty, non-Windstream installation, the negligence or willful acts of you or your agent, vandalism, casualties such as fire or water damages, lightning, floods, or earthquakes are excluded. This Service does not cover Key, Centrex, and PBX systems.
  • Secure Broadband. This Service requires a minimum term commitment, and includes Internet and one static IP address for Managed Network Security. Additional static IP addresses may be available for an additional charge.
  • Security Suite. To be eligible for this Service, a Customer must be an active Windstream residential High-Speed Internet customer. Windstream partners with McAfee, Inc. for this Service, and thus, customers may be required to accept additional terms and conditions from McAfee. Windstream reserves the right to alter in any way or discontinue this Service at any time. System requirements are: an Internet connection and either Google Android smartphones/tablets, with versions 2.3 and 4 respectively, or Windows Vista (32- or 64-bit) (Service Pack 1 (SP1) or higher) with: Microsoft® Internet Explorer 7.0 or later; Firefox 12 or later; Google Chrome 6.0 or higher; or Safari 5 or later.
  • Windstream Shield Connect: Customer must subscribe to select High-Speed Internet plans to qualify. WI-FI Device Connectivity Support: Requires a valid, licensed copy of Windows XP SP2 or higher. Customer’s computer must have a minimum 256 MB RAM and minimum 500Mhz processor. WI-FI Device Connectivity Support excludes on-site support, software installation and tutorial, PC restoration, virus removal, virus assistance, peripheral setup, hardware issue, advance troubleshooting and problem resolution. Protection Plus: excludes lightning, floods, internal damage. Protection Plus is not available to travel trailers or motor homes. Windstream partners with third party vendors for these services, and you may be required to accept certain terms and conditions from these vendors for the services. Windstream reserves the right to alter the services in any way, including but not limited to changing the third-party vendor, or discontinuing the services at any time. Other restrictions apply. Contact a Windstream representative for details. Windstream and the Windstream logo are registered service marks of Windstream Corporation. ©2018 Windstream Corporation.
  • Tech Help. Windstream reserves the right to alter the Service in any way, including, but not limited to, changing the third-party provider of this Service or discontinuing this Service at any time. The purchase and use of this Service requires you to be an active Windstream residential or small business High-Speed Internet customer. This Service requires a minimum term commitment, unless bundled with other value-added Services in a Windstream Security Package. This Service is provided via agents remotely accessing the Customer’s computer over the internet, and therefore requires that the computer be capable of connecting to the internet. This Service includes: (a) PC and Macintosh support; (b) PC Optimization; (c) setting up new PCs, and transferring files and data from the old machines; (d) setting up and encrypting wireless networks; (e) handling Windows issues; (f) connecting and setting up printers and other peripherals such as scanners, printers, and PDAs/Smartphones; and (g) software installation, tutorials, and tips. It Does NOT include the following, among other items that cannot be solved remotely: (1) site visits, if needed; (2) failed/broken hard drives; (3) adding more RAM; (4) cracked motherboards; (5) bad USB ports or connectors; and (6) replacing broken hardware. This Service’s Minimum System requirements are: Windows XP or Vista, Intel Pentium or Pentium II Processor with 500 MHz or faster for Windows XP, 256 MB or higher. UNIX, LINUX or older Windows operating systems are not supported.
  • Unlimited Long Distance (Residential). Intended for personal, residential voice calls within the U.S. Calling restrictions include, but are not limited to, business use, Internet services, telemarketing, auto-dialing, multi-party conferences, party or chat lines, adult-entertainment lines, and voicemail- or information-services access. If usage is inconsistent with residential voice calling, then Windstream may: (1) charge 10 cents per minute for each call that violates this policy; (2) restrict use or convert the plan to Windstream 10; and/or (3) void the price guarantee, and convert rates to then current monthly rates.
  • Voice Over Internet Protocol (VoIP)-Based Services. In order to access or use any VoIP Services, you must sign the 911 Disclosure form, which warns of and has you acknowledge certain 911 limitations for VoIP Services.
  • Web Hosting. See policy for Web Hosting at https://www.windstreambusiness.com/media/789/hosting_policy.pdf.
  • Whole-Home Tech Help. Windstream reserves the right to alter the Service in any way, including, but not limited to, changing the third-party provider of this Service or discontinuing this Service at any time. The purchase and use of this Service requires you to be an active Windstream residential or small business High-Speed Internet customer. This Service is provided via agents remotely accessing the Customer’s computer over the internet, and therefore requires that the computer be capable of connecting to the internet. This Service includes coverage for up to 10 Internet connected devices and provides: (a) PC, Macintosh and Internet connected device support; (b) PC Optimization; (c) setting up new PCs, and transferring files and data from the old machines; (d) setting up and encrypting wireless networks; (e) handling Windows and Macintosh issues; (f) connecting and setting up printers and other peripherals such as scanners, printers, and PDAs/Smartphones; and (g) software installation, tutorials, and tips. It Does NOT include the following, among other items that cannot be solved remotely: (1) site visits, if needed; (2) failed/broken hard drives; (3) adding more RAM; (4) cracked motherboards; (5) bad USB ports or connectors; and (6) replacing broken hardware. This Service’s Minimum System requirements are: Windows XP or Vista, Intel Pentium or Pentium II Processor with 500 MHz or faster for Windows XP, 256 MB or higher. UNIX, LINUX or older Windows operating systems are not supported.
  • Wi-Fi Service. Wi-Fi service provided by a Windstream-provided modem may vary. Speeds provided via Wi-Fi are based on speeds available in real-world conditions. Once a device is connected to the internet via Wi-Fi, the performance experienced and the available speed may vary based on any number of factors, including maximum bandwidth allocated for Wi-Fi services, interference from other equipment or devices in the home, number of other users attempting to use or using the Wi-Fi at the same time, customer’s computer or wireless devices, quantity and quality of content being downloaded or uploaded, Wi-Fi receiving antenna, and the distance between the device and the modem. Connecting several wireless devices to a network at once can reduce available bandwidth, and impact speed, for each individual device. Reducing the number of devices connected to a network wirelessly may improve performance.

Schedule 1 – Kinetic TV Specific Terms of Service

Kinetic TV includes digital channels (including local channels), one receiver and up to four standard direct video streams to the customer residence. Of the four standard direct video streams per residence, customer’s location will determine both high definition (“HD”) availability and the maximum number of HD video streams (between one and four) a customer can view and record in HD at any one time, regardless of the number of receivers in the residence. The remaining streams will be standard definition.

For Kinetic TV service, nonrecurring and usage-based charges that are billed following the transaction include, but are not limited to, Video on Demand and Pay For View. As long as payments are current, you will have a maximum limit of $200 per bill cycle on one-time orders billed to your account. As permitted by applicable law, in addition to other rights granted under these Terms and Conditions, in the event a payment is past due, Windstream may restrict your account, including your access to Video on Demand and Pay For View and other usage-based services and content.

Equipment for Kinetic TV service includes one Kinetic TV receiver. You may request additional receivers and a monthly fee of $7.00 per receiver will apply. Windstream may limit the number of available receivers for a household. Additional equipment fees or other fees may apply to Kinetic TV equipment, including, but not limited to, the receiver. Receivers are subject to all applicable taxes, fees, and surcharges. Kinetic TV services include a Windstream gateway, which will be assessed a separate monthly charge. Equipment may be new or fully inspected and tested. If receiver(s) and gateway are not returned to Windstream within thirty (30) days of termination of services, a fee will be assessed for each receiver and gateway not returned.

Some programming may not be available in certain areas because of legal, regulatory, or contractual prohibitions, including restrictions of the Federal Communications Commission and sports blackouts. If you also purchase Windstream voice service, Caller ID information for Windstream voice calls can be displayed on your TV screen.

Windstream’s Kinetic TV is provided for your non-commercial, personal viewing, use and enjoyment in a private residential dwelling. You agree that the Windstream Kinetic TV service will not be viewed in areas open to the public or in commercial establishments, and that admission will not be charged for listening to or viewing the Service. Your Windstream Kinetic TV Service may not be copied, transmitted, reproduced, published, broadcast, rewritten, redistributed, or performed except as permitted by the “fair use” provisions of the U.S. copyright laws. You agree that you will not try to tamper, modify, reverse-engineer, decompile or disassemble any software or hardware contained within your Windstream receiver or gateway.

YOU EXPRESSLY UNDERSTAND AND AGREE THAT WINDSTREAM MAKES NO WARRANTY THAT THE SERVICE WILL ALLOW YOU TO RECORD, VIEW, OR TRANSFER ANY PARTICULAR PROGRAM OR CONTENT.

When Windstream provides you with service, we may obtain and use information about programming watched, recorded, or accessed through your account. We may use this data to (1) make general recommendations to all customers, and (2) make specific recommendations to customers based upon their individual viewing habits. Pricing, programming, and features are subject to change.

Kinetic may be purchased along with High-Speed Internet. When the two services are purchased together, this product description applies instead of the High-Speed Internet Description at Product Bundles – Specific Terms and Conditions. Windstream cannot guarantee speeds or uninterrupted, error-free service. Internet speed claims represent maximum network service capability speeds. Actual customer speeds may vary based on factors including simultaneous use of multiple devices, use of other Windstream services, customer device capabilities, Internet and Network congestion, website traffic, content provider service capacity, customer location, network conditions, and bandwidth devoted to carriage or protocol and network information.

Schedule 2 – Windstream Cable TV Specific Terms of Service

Basic Service:

Windstream offers a Basic level of service that includes local off-air broadcast stations and may also include other programming such as public, educational, governmental and leased access programming. Basic is the lowest level of video service available and, pursuant to federal law, cable customers must subscribe to Basic either as an independent tier or as part of a package in order to receive any additional cable video services. Programming contained in the Basic tier varies by area, and is subject to change in accordance to applicable laws. For details about Basic channel lineups and pricing available in a specific area, please visit https://www.windstream.com (please ensure your location information is displayed correctly).

Additional Packages:

Windstream offers packages of additional video content beyond Basic as an option for customers in some markets. These options may include an Expanded Basic/Select package, a Preferred package, an Xtra package, digital Sports, and a Premier package. Also available as an option for customers in some markets are premium movie channels. For details about package options, channel lineups and pricing available in a specific area, please visit https://www.windstream.com.

Programming:

Windstream Cable TV channel line-ups and additional services available in your area may be viewed at https://www.windstream.com. Some of the optional network packages and subscription-based programming channels are encrypted with security features. In order to receive any of these encrypted digital services, the lease of a digital receiver or cable card from Windstream may be required.

High Definition (HD) cable channels may also be available in select markets, and the HD programming may require an HD receiver, or an HD cable card that can be leased from Windstream.

In certain areas HD digital video recorders (HD DVR) are also available for lease. These provide easy Recording and playback of cable programming. The DVR also allows simultaneous recording of two channels, and allows a customer to pause and rewind the cable channel being viewed.

A digital receiver is also required to access the interactive guide service available in some areas.

In some areas, non-digital cable customers may receive analog and unencrypted signals that are carried on the system without the use of a leased digital receiver. In areas where the service is available, unencrypted reception channels can be picked up by a commercial QAM receiver.

Optional Services:

In some areas additional services may also be available. These include Pay-Per-View, VOD, WatchTVEverywhere authentication for online viewing of available channels, cable TV Protection Plus inside wiring coverage, and the lease of digital receivers and cable cards. Leased digital receivers or cable cards may be required for certain channel packages and options. In limited areas Internet and phone options are also available through cable TV. Some programming may not be available in certain areas because of legal, regulatory, or contractual prohibitions, including restrictions of the Federal Communications Commission and sports blackouts. Additional information about services and company-provided equipment can be found at the cable TV website https://www.windstream.com.

Cable TV Protection Plus Coverage:

Windstream Cable Television is responsible for all cable wiring up to 12 inches beyond the grounding point normally located or installed on the outside of the customer’s residence. The customer is responsible for cable wiring from that point. A large percentage of trouble reports are caused by inside wiring, cable outlets or jacks and customer-owned equipment.

A service call charge may be applied if a problem is found in the customer’s wiring. In some areas Windstream offers the option of subscribing to Cable TV Protection Plus, a service that provides protection from repair costs when a problem is found with the customer’s inside cable wiring or existing cable outlets. Cable TV Protection Plus includes the repair or replacement of up to four existing approved cable outlets and inside cable wiring. All inside cable wiring repairs are subject to Windstream’s discretion for post-wiring standards and do not include cable wiring that runs through inside walls. The addition or moving of existing cable outlets or jacks is not included. Cable TV Protection Plus does not cover customer-owned equipment connected to the wiring or intentional damage to inside wiring. Cable TV Protection Plus added on a repair call/visit will be billed at a standard monthly rate.

If a customer chooses not to take the Cable Protection Plus plan, inside wire repairs can be made on a time/material basis. If a customer chooses not to take the Cable TV Protection Plus plan, or doesn’t want Windstream to repair the inside wiring problem, then a service call fee will be applied.

Compatible Remote Controls:

If the customer prefers, they can obtain other models of universal remotes from various retail stores or manufacturers. Some examples of universal remotes are: Sony Rm-vz220, GE JAS24993, and Logitech Harmony 650.

Special Equipment: A/B Switches:

Cable customers have the option of adding an A/B switch to Their television and cable equipment. A/B switch allows you to receive off-the-air local broadcast television stations or signals not carried on cable via your antenna. A/B switch kits are available from various independent retail vendors.

PARENTAL CONTROL

Customers who desire parental control or channel blocking to prevent children in the household from Viewing some channels or programs, may be able to access these controls through their TV set. If their TV set does not accommodate parental control, in most locations additional options are available from Windstream to block channels. Digital customers may set parental controls themselves via the on-screen menu. For example, on many Motorola receivers, from the Main Menu, highlight the “Parents” icon and press “OK.” Follow on-screen instructions to enter a four-digit PIN. A rating level or channel can be locked by highlighting it and then pressing “Lock.” On Scientific Atlanta / Cisco equipment, press “Menu” on the remote control, and press the “Up/Down” setting to activate Parental Control. Press “Select” to enter a four-digit PIN. Non-digital customers may contact Windstream to request a special filter or device to prevent reception of certain channels. The filter can be purchased by special order and may require a prepayment.

Service Procedures:

Installation & Service Maintenance Policies:

Installation work will be performed on an appointment basis. Appointments are usually scheduled in four-hour blocks during normal business hours.

If our installer or technician is running late, we will attempt to contact the customer and reschedule the appointment at a time convenient for them.

Standard installations (those that are located up to 125 feet from our existing distribution system) will normally be performed within seven business days after an order has been placed. If it is determined that a non-standard installation is needed, the estimated cost and completion date will be provided to the customer in advance. Our technical staff will not enter a customer’s home to perform work unless a responsible adult over 18 years of age is present. We have established this policy to protect our customers and our employees.

Outages/Service Interruptions:

We will normally respond to service interruptions and other service problems as soon as possible, and normally within 24 hours from the time we are notified of an interruption. We will normally respond to other non-outage service problems by the next business day. For outages beyond our control (such as natural disasters or severe weather-related problems), we will respond as promptly as possible. Generally, it is our policy to issue a credit, upon request, for service interruptions greater than 24 hours.

Windstream Cable Television customer service representatives are available during normal business hours, and after-hours emergency reporting service is available 24 hours a day. Customers are asked to please call us in a timely manner if a problem with their cable TV arises. We will not issue credit for service interruptions if we are not notified promptly or for situations beyond our control.

Service Call Policy:

Windstream Cable Television will maintain all the outside wiring that it has installed, and there will not be a charge for normal service calls to correct technical problems with the outside cable TV lines and equipment. A service charge will apply for repairs to inside wiring or customer modifications to our wiring. A charge may also apply for repairing wire/cable damaged by the customer or by others working on the customer’s property. A service charge may apply for a service call to help connect a digital video or audio device or to reprogram a TV, a digital video device or other non-cable company equipment.

Signal Complaint Procedures:

Please be assured that we will work to resolve all service problems as soon as possible. Customers are advised to contact our customer service center or retail store and explain their problem. All reasonable efforts will be made by our service technicians and other employees to resolve any complaints concerning the technical quality of service promptly and efficiently. If our service technician fails to correct the problem, customers may contact our office and we will review the complaint and the corrective action to be taken. Please see “Dispute Resolution” section for additional details. If customers believe our investigation and handling of a complaint is deficient in some manner, they may contact the local franchising authority. Your local contacts are listed below.

State Contact

Georgia

Office of Secretary of State,
313 West Tower
2 Martin Luther King, Jr. Drive
Atlanta, GA 30334

Iowa

Iowa Utilities Board
1375 E. Court Avenue
Room 69,
Des Moines, IA 50319-0069

Minnesota

Annandale, City of, P. O. Box K, 30 Cedar Street, E., Annandale, MN 55302

Baldwin Township, P. O. Box 25, Princeton, MN 55371

Becker, City of, 12050 Sherburne Avenue, P. O. Box 250, Becker, MN 55308

Becker Township, 12165 Hancock Street, Becker, MN 55308

Big Lake, City of, 160 Lake Street, N., Big Lake, MN 55309

Big Lake Township, 21960 County Road 5, P. O. Box 75, Big Lake, MN 55309

Livonia Township, 11162 265th Avenue, P. O. Box 388, Zimmerman, MN 55398

Maple Lake, City of, 10 Maple Avenue, S., Maple Lake, MN 55358

Montrose, City of, 200 Center Avenue, S., Montrose, MN 55363

Orrock Township, 26401 180th Street, NW, Big Lake, MN 55309

Waverly, City of, 502 Atlantic Avenue, P. O. Box 189, Waverly, MN 55390

Zimmerman, City of, 12980 Fremont Avenue, Zimmerman, MN 55398

Missouri

Missouri Public Service Commission
200 Madison Street
P. O. Box 360
Jefferson City, MO 65102

North Carolina

Consumer Protection Division of the Attorney General’s Office of the State of North Carolina at www.ncdoj.gov/cable

Pennsylvania

Borough of State College, 243 South Allen Street, State College, PA 16801;

Ferguson Township, 3147 Research Drive, State College, PA 16801;

College Township, 1481 East College Avenue, State College, PA 16801.

Billing and Payments:

Non-pay Reconnect Policy:

Once an account has been disconnected for non-payment, the total amount due on the account must be paid in order to reconnect service. In addition, payment of a reconnect fee is required. The amount due and the reconnect fee must be paid in full before service is reconnected. In some cases, reconnection is done within three to five working days.

Subscriber Privacy Notice:

In compliance with Section 631 of the Cable Communications Policy Act of 1984 (“Cable Act”) policies on how customer information is handled can be found in the “Privacy and Customer Proprietary Network Information” section above, and at the Privacy Policy posted at https://www.windstream.com/about/legal/Privacy-Policy

Retention

As required by the Cable Act, we destroy subscriber information that is no longer necessary for business purposes unless there is a legitimate request or order to inspect the information still outstanding. Accounting and billing records are retained for historical tax and accounting purposes.

Subscriber Rights

Customers have the right to inspect our records that contains information about them and to correct any errors in our information. Customers may contact us at the system business office during business hours to set up an appointment for record inspection. Customers are entitled to seek private civil action in U.S. District Court, and they may seek to recover damages, costs and attorney fees if the limits under the Cable Act have been violated.

How to Use the Cable TV Service:

Windstream’s cable TV is provided for non-commercial personal viewing, use and enjoyment. Customers are prohibited from charging a fee for listening to or viewing the service. Windstream cable TV service may not be copied, transmitted, reproduced, published, broadcast, rewritten, redistributed, or performed except as permitted by the “fair use” provisions of the U.S. copyright laws.

Procedures for customers to follow to get the most from their cable service will depend in part on the features built into their television sets and other video equipment. The viewing capabilities or settings selected on equipment can also determine the quality of video and audio the customer experiences.

Additional information about how to use the cable TV service and company-provided equipment can be found at the cable TV web site https://www.windstream.com.

Customers may need to lease a receiver from the cable company for reception of some digital channels.

Digital receivers typically provide both audio and video outputs to facilitate connection to the consumer’s TV set, external devices such as DVD players, audio systems and gaming devices. The use of certain types of receivers may deactivate the use of some television features such as picture in picture.

Windstream provides digital customers a universal remote control with the lease of a digital receiver. The universal remote control can be programmed to control not only the receiver, but also many brands of TVs, DVD players and other video devices. Instructions for programming the remote and various device codes can be found online at https://www.windstream.com.

Equipment Policy

Equipment installed by Windstream cable TV, placed under, over, on or about the consumer’s home or Property in connection with the delivery of service, is the property of Windstream. Rented digital receivers that are provided to customers, if necessary or requested, are the property of the Windstream. Rented equipment must be returned to us when service is discontinued for any reason, or at any reasonable time we need to issue other equipment. Failure to return rented equipment at the appropriate time will result in a charge to the customer’s account and may lead to legal action to recover the equipment. You are responsible for damage to rented equipment, other than normal wear and tear, and may be assessed a charge for repair or replacement. Equipment purchased from Windstream or an outside vendor is the property of the customer and is not covered by the above equipment policy. Customers may not try to tamper, modify, reverse-engineer, decompile or disassemble any software or hardware contained within any Windstream receiver or equipment.

Troubleshooting

Customers who experience problems with their television reception should please keep in mind that it may or may not be related to their cable TV service.

Troubleshooting Tips

Poor or no video:

  • First check to see if all TVs in the home are experiencing the same problem. If the problem is only on one set, it is likely that the issue is related to the connection inside the home.
  • For customers who have recently installed or moved equipment, the connections may need to be checked.
  • Please check to ensure that the correct TV “input” or “source” is selected by using the TV remote to slowly toggle through available settings. Some digital TVs require a moment for each setting to be read.
  • For televisions connected via a coaxial cable to a digital device such as a cable receiver, DVR, or DVD player, please ensure the TV is set to the designated input channel (normally channel 03 or 04).
  • To ensure reliable operation, all connections to television sets, wall jacks and any connected video devices should be securely attached to the appropriate inputs.
  • The cables used to attach devices can affect video and audio quality. The ends of coax cables should be undamaged and the connector center pin should be straight. Damaged cables or connections should be replaced.
  • Moving coaxial cables away from other cables can sometimes prevent signal problems. TV cables may be receiving electromagnetic interference from nearby power cables or other electronic devices. If separating the cables improves the picture, cable ties or tape can be used to hold them in place.

Picture, but no sound:

  • Check to ensure that the MUTE setting is not activated on the TV or on any digital video devices.
  • Please check to ensure that the correct TV ‘input” or “source” is selected by using your TV remote to slowly toggle through available settings. Some digital TVs require a moment for each setting to be read.
  • For help in troubleshooting a problem, please call Windstream. We will be glad to assist and schedule a home appointment if needed. Our goal is to provide the best quality service to our customers.

Interference From Nature

  • Lightning: During electrical storms, we advise that customers unplug their television set(s) and disconnect their incoming cable line(s). Windstream is not responsible for any damage to customer-owned equipment caused by lightning or any other Act of God beyond our control.
  • Picture Distortion: Heavy rain or other atmospheric conditions can occasionally interfere with satellite signals and cause temporary reception difficulties.
  • Sun Outages: For a few days in the spring and fall, brief interruptions (5 -10 minutes) in satellite-delivered programming may occur due to an alignment between the sun, the orbiting communications satellite and our receiving antenna. We appreciate our customers’ understanding during these brief “sun outages.”

Theft of Cable TV Service

The 1984 Cable Act, as amended by the 1992 Cable Act, was enacted by the U.S. Congress and created both civil and criminal penalties against manufacturers, suppliers and users of unauthorized cable devices.

This federal theft-of-service law supplements any existing state or local laws. The federal law prohibits the interception or receipt of any communication service over a cable system, unless authorized by the operator. This includes the theft of audio, video, textual, data or other service, including data transmitted to or from a subscriber over a system that has interactive capability. Further, the law pertains to both the manufacturers and distributors of equipment, as well as individuals. The Cable Act provides a cable operator the right to seek substantial monetary damages with regard to theft of its cable services. In addition, violators may face substantial fines or imprisonment if found guilty of criminal charges. Congress has taken the foregoing actions because it believes that theft of cable service poses a major threat to the economic viability of cable operators and cable program suppliers, and it creates unfair burdens on cable subscribers who are forced to subsidize the benefits that other individuals are getting by receiving cable service without paying for it. Also, tampering with cable lines often causes reception problems for paying customers. Therefore, if a customer is aware of persons receiving unauthorized cable service, please call us confidentially. We will follow up to ensure that their cable TV service reception is not affected by someone else’s tampering.

Terms and Conditions

TERMS AND CONDITIONS FOR SERVICES AND/OR EQUIPMENT PROVIDED BY WINDSTREAM

Please note If you have a written contract with Windstream, then those contract terms and conditions will control.

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY. IT IS ESPECIALLY IMPORTANT FOR YOU TO READ SECTION 10 (DISPUTE RESOLUTION) CAREFULLY, AS SECTION 10 PROVIDES FOR RESOLUTION OF DISPUTES THROUGH FINAL AND BINDING ARBITRATION BEFORE A NEUTRAL ARBITRATOR INSTEAD OF IN A COURT BY A JUDGE OR JURY OR THROUGH A CLASS ACTION. YOU WILL CONTINUE TO HAVE CERTAIN RIGHTS TO OBTAIN RELIEF FROM FEDERAL OR STATE AGENCIES.

1. Definitions.

“You” or “Customer” means the person or entity that subscribes to Services or purchases or leases Equipment and anyone who accesses the Services and Equipment provided to you, except as specifically provided in Section 10 (Dispute Resolution) herein.

“We,” “us,” “our,” “Company,” and “Windstream” refer to the Windstream legal entities providing Services to you and as identified on your bill.

“Service(s)” refer to any services you have agreed to obtain from us.

“Equipment” means any equipment or accessories you purchase or lease from us or those provided by us for use in any manner in connection with your Services. For ease of reference, Services and Equipment provided by Windstream shall be referred to in this document collectively as “Services.”

“Promotional Terms” mean terms that apply to special offers from time to time. Promotional terms will be specified in your first bill message. Promotional terms may include a term commitment and an early termination fee in the event the Service is not installed or maintained, or in the event you disconnect Service prior to the end of the term.

“Service Order” means the form (whether paper or electronic, including online order forms), if any, in which you apply for or make changes to Services and may include the length of time you will subscribe to a Service, rate plans, access charges, fees, taxes and surcharges, choice of long distance carrier, and the Equipment you have selected.

2. Agreement and Acceptance.

This Agreement incorporates by reference, and you agree to be bound by the following, in this order of priority AND INCLUDING ANY CHANGES (SEE SECTION 23 BELOW): 1) any applicable tariffs filed with the Federal Communications Commission (“FCC”) or the relevant state public service commission; 2) The FCC or state web-posted price lists or terms and conditions (either, “price lists”) posted at http://www.tariffs.net/windstream/; 3) the product- or bundle-specific Terms and Conditions, including any Promotional Terms (see Section 27 herein and Your Bill Messages) and any additional agreements associated with such products; 4) the Service Order, if any; 5) any relevant click-through agreement for the Services you received; 6) these Terms and Conditions (“Terms”); 7) the Acceptable Use Policy posted at https://www.windstream.com/privacy-policy/; and 8) the Privacy Policy posted at https://www.windstream.com//privacy-policy/ . If you purchase Windstream Kinetic TV service, your terms of service include these Terms and Conditions and the attached Schedule 1. If you purchase Windstream Cable TV service, your terms of service include these Terms and Conditions and the attached Schedule 2.

You accept this Agreement when you do any of the following: (a) give us your written or electronic signature; (b) tell us orally or electronically that you accept (i.e., by clicking the “I Accept” button for online purchases or account changes); or (c) use any Services. If you have never used the Services before, and do not wish to be bound by this Agreement, then do not begin using them, and notify us immediately. By accepting this Agreement, you acknowledge that you are 18 years of age or older, are competent to enter into a contract with us, and are authorized to obtain Services or make changes to an existing account. You may obtain a copy of these Terms and any product-specific Terms and Conditions by visiting https://www.windstream.com, or calling a service representative at 877-807-9463. This Agreement supersedes any and all statements or promises made to you by any of our employees or agents. If you have a written contract with Windstream, then those contract terms and conditions will control.

3. Charges for Services and Taxes, Fees, and Surcharges.

You are responsible for paying all charges applicable to Services provided to you including, but not limited to, monthly recurring charges (“MRCs”), access charges, features, changes and moves to Services, Service repair visits and no-show charges, installation charges, IP-address charges, billing charges, credit-card surcharges, toll, long distance, and directory assistance, equipment fees, and any other usage-based charges at our current rates when used. In addition to the monthly recurring and usage-based charges, other charges (such as taxes, fees, surcharges, and assessments) apply to all Services and Equipment, including how those may change in the future. In certain service areas, paper bills are available for a monthly charge.

To determine whether certain taxes, fees, and surcharges are applicable to Services provided to you, we are required by federal law to obtain your street address, which must be within our service area. You represent and warrant that the address you provide us to obtain Service is correct, and you acknowledge that we are relying on this information to determine which taxes, fees, or surcharges are applicable to your Service. You agree to notify us if your address changes. In the event you do not provide us with a valid address or address change, you may be responsible for additional taxes, fees, surcharges, and penalties associated with failure to pay taxes based on the proper address, and we may terminate your Services.

As a convenience to you, Company may include charges for third-party services on your monthly bill. You should always review your bill carefully, and contact the Company if you are unsure about a charge on your bill. Company also offers the ability to block third-party charges from your monthly bill. This Service is optional and free of charge. If you are interested in adding a third-party block to your account, then call a Company representative at the number found at the top-right-hand corner of your statement to determine if your account is eligible. The block does not apply to Services provided by Windstream or its affiliates to which you subscribe.

4. Billing and Payment; Rate Increases.

We will bill you the recurring and installation rates you were quoted for Services or those associated with the Services you currently use or previously ordered, with increases on notice. All recurring charges are billed one month in advance. Billing at a location will begin upon the earlier of either (i) the Installation Date (which may be the date administrative access to certain software-based Services are granted to Customer), or (ii) 30 days after delivery of the applicable facility and/or equipment to Customer’s premises (if the delay in connection of the facility and/or equipment is due to Customer or its agent). Company may choose to bill in full monthly increments with no proration for partial service periods, when Service either starts or ends in the middle of a billing cycle.

We reserve the right to back-bill you for Services actually used, but not previously billed.

Payment in full is due no later than the due date indicated on your bill and we may apply a late fee, interest, and other charges (including, but not limited to, collection fees) up to the maximum amount permitted by law. Returned checks, payment by phone, paper bills, and other fees due to your choice of payment method or billing receipt may also be subject to fees. You agree to pay costs and fees, including, but not limited to, attorney fees we incur to collect an unpaid balance from you.

Company may require you to authorize payment for Services by credit card or by debiting a bank account, and no additional notice or consent is required before we invoice the credit card or debit the bank account for all amounts due to us for any reason.

5. Credits, Deposits, and Advanced Payments.

Our agreement to provide you Services is subject to credit approval, and, as such, you authorize us to ask credit-reporting agencies for credit information about you. We may require you to submit an initial deposit and/or an advanced payment as security for payment of charges. In the future, an additional deposit or advanced payment may be required if either the amount/number of Services is increased, you are late on payment or your credit rating changes. Simple interest will be paid on the cash deposit for the period it is held by us and will be refunded if satisfactory credit has been established or upon termination of Service (if no balance is due). We reserve the right to apply the deposit to any amount due and unpaid, and the payment of a deposit in no way relieves you of paying your bills in a timely manner. Regarding advanced payments, any advanced payment will appear as a credit to your first-month’s bill. If you cancel Services before installation, or we cannot install your Services for some reason, then we may refund the advanced payment. We will not refund any advanced payment made after installation of Services.

6. Termination by You.

Pre-Installation.

If you are a business customer, and you terminate your order prior to the installation of Services, then you will be required to pay a pre-installation cancellation charge equal to the greater of (i) three (3) months of MRCs; or (ii) our costs to other providers. You agree that this charge is a reasonable measure of the administrative costs and other fees, incurred by us, to prepare for installation.

After Installation.

If you cancel your Services or a portion thereof after installation, then you remain liable for payment of all outstanding charges for all Services you used and Equipment you purchased from us prior to termination. If you terminate Services prior to the last day of your billing cycle, then you will be charged for the full last month of Service with no proration or credit.

Fixed-Term Agreements.

When you purchased your Service(s), you may have been required to commit to a term or a minimum purchase. Either you or we may elect not to renew your service by providing notice to the other no later than thirty (30) days prior to expiration of the fixed term. If neither you nor we deliver a timely notice not to renew, THEN the Services will renew on a month-to-month basis. IF YOU TERMINATE SERVICES AFTER INSTALLATION OR DURING THE INITIAL OR RENEWAL TERM FOR ANY REASON OTHER THAN FOR CAUSE, OR WE TERMINATE FOR CAUSE PURSUANT TO SECTION 7 BELOW, THEN YOU WILL BE REQUIRED TO PAY TO US AS LIQUIDATED DAMAGES AN AMOUNT EQUAL TO 100% OF THE MONTHLY RECURRING CHARGES (“MRCS”) MULTIPLIED BY THE NUMBER OF MONTHS REMAINING IN THE THEN CURRENT TERM. IF YOU TERMINATE OR DISCONNECT LESS THAN THE ENTIRETY OF YOUR SERVICES SUCH THAT YOUR ACTUAL USAGE AT A LOCATION FALLS BELOW ANY MINIMUM MONTHLY CHARGE (“MMC”) OR MINIMUM MONTHLY FEE (“MMF”) FOR THAT LOCATION, THEN YOU AGREE TO PAY AN AMOUNT EQUAL TO THE MMC OR MMF FOR EVERY MONTH REMAINING IN THE THEN CURRENT TERM (“LIQUIDATED DAMAGES”).

You agree that in the event of termination by you, the actual damage to Windstream is difficult to ascertain, and that the early termination fee represents liquidated damages, not a penalty, and is a reasonable estimate of the actual reduction in the value of this Agreement that we will sustain.

Month-to-Month Agreements.

If no length of time is identified on the Service Order or you were not otherwise required to commit to a term, then the term is month-to-month, and you or we may terminate at any time by providing notice at least thirty (30) days prior to the effective date of termination. You remain liable for payment of all outstanding charges for all Services you used and Equipment you purchased from us prior to termination. If you terminate Service prior to the last day of your billing cycle, then you will be charged for the full last month of Service with no proration or credit.

Bundled Services.

Some plans may offer a discount, if you sign up for bundled Services, and may require a term commitment. If you sign up for bundled Services, then you agree to maintain the bundled Services for the applicable term. If you receive bundled Services, and you subsequently unbundle, terminate, or disconnect any of these Services, or we disconnect any of the Services, then we may adjust the rates for the remaining Service(s) to the then current price.

Change in Location.

A change in your service address or location to which any Service is provided to you may constitute, at our sole discretion, termination of the Services or result in an increase in the prices you must pay for the Services.

Change to Another Carrier.

We may deem a request by you to port your numbers as a request by you to terminate your Agreement. If you choose to port less than all of your numbers, or you leave any Services connected, then we will continue to bill you for the numbers and/or Services still connected.

7. Termination by Us.

Provisioning of the Service is subject to the availability of the requisite equipment and facilities. We may limit, interrupt, suspend, terminate, or refuse to provide a Service if: (a) you do not honor any provision of this Agreement; (b) you use a Service in an adverse manner that affects Windstream’s network or other customers, you have used a Service fraudulently or unlawfully or are suspected of doing so, or there occurs an event for which Windstream reasonably believes that the suspension or termination of Services is necessary to protect Windstream or Windstream’s other customers from an imminent and significant operational, financial or security risk, in which case Windstream will provide advance notice if practicable; (c) you modify your phone, or any software residing thereon, from the original manufacturer specifications, including for the purpose of accessing non-Windstream services; (d) you use a Service in a manner that is excessive or unreasonable when compared to the predominant usage patterns of other customers, on a similar service plan, in your geographic area (and we may, also, implement charges or change you to the appropriate rate plan consistent with such use); (d) resell any Service; (f) for any other reason set forth in the relevant tariffs and price lists or terms and conditions; (g) you do not pay any amount due to us or billed by us on behalf of others, including disputed amounts that Windstream determines are valid charges on your bills and any deposits or advanced payments that Windstream may require; (h) facilities or property associated with providing the Services have been condemned, or use has been prohibited by the government in any manner; (i) you fail to acquire and maintain the right-of-way or property access necessary for installation or maintenance of Services; (j) you are insolvent, have made an assignment for the benefit of credits, or you have filed or had filed against you a petition for bankruptcy; or (k) we determine in our sole discretion that facilities are not technically or economically feasible, including if copper or fiber facilities are no longer available to Windstream at reasonable rates or are not available for any reason, including, but not limited to, regulatory changes or retirement of copper plant pursuant to FCC rules; or (l) you make nuisance calls, impersonate another person, use obscene or profane language or are abusive or harassing when communicating with Windstream representatives, and fail to stop the behavior after receiving a written or verbal warning from Windstream; or (m) you fail to comply with any law, or regulation, including but not limited to any applicable regulations and do not cure such failure of compliance within ten (10) days of receiving notice from Windstream. We may restore such interrupted or terminated Service, in our sole discretion, following your correction of the violation and payment of any amounts due (including any restoration charge we assess for restoring your Service). Windstream reserves the right to delete your windstream.net email account, without notice, if unused for one hundred and eighty (180) consecutive days. The contents of the email account will be unrecoverable once the account has been deleted.

8. Personal Identifiers.

We assign telephone numbers, e-mail addresses, IP addresses, and other personal identifiers in connection with the Services. You have no proprietary right to any such identifiers, and we reserve the right to change them upon notice to you. In the event that we allow you to transfer a personal identifier to another party to obtain any Services we provide you, we reserve the right, prior to honoring the request for transfer, to charge a fee for the transfer, and to collect any money owed for the Services.

9. Disputed Bills.

You must review bills in a timely manner. To dispute a bill, you must comply with the dispute resolution provisions in Section 10, and submit your dispute, in writing, within 60 days after the date on the bill. You must pay any undisputed portion while your dispute is investigated. You accept all charges on your bill not disputed within 60 days and must pay those charges.

10. Dispute Resolution.

PLEASE READ THIS CAREFULLY. IT AFFECTS YOUR RIGHTS.

By utilizing Windstream’s Services and agreeing to these Terms, you agree to the following dispute resolution procedures. You and Windstream agree to waive any right to a trial by jury in a court of general jurisdiction and any right to participate in a class action or consolidated action regarding a dispute as defined below. Specifically, you and Windstream agree to waive any right to pursue a dispute by joining a disputed claim with the disputed claim of any other person or entity or to assert a disputed claim in a representative capacity on behalf of anyone else in any lawsuit, arbitration, or other proceeding.

If you have a dispute with Windstream, you should notify Windstream’s Customer Care department at the number listed on your invoice. If the Customer Care department is unable to resolve your dispute, you must submit your dispute to us in writing at the following address: Windstream Communications, LLC, 1720 Galleria Boulevard, Charlotte, NC 28270, Attn: Executive Customer Relations. You must describe your dispute and provide enough detail to allow us to understand it and provide any supporting documentation with your written dispute.
Visit https://www.windstream.com//terms-conditions/ for a form that you may, but are not required to, use to submit your written dispute to us. If we have a dispute with you, we will send you a written notice to your billing address to attempt to resolve the dispute. You and Windstream agree that a dispute is any claim or controversy related in any way to Windstream’s Services, including charges for Services, Equipment, Service Order(s), or our agreements pursuant to these Terms or any other agreements, whether the dispute: arises in tort, contract, by statute, or any other legal theory; arises under this or any prior agreement with us; or arises after your Services with Windstream are terminated.

For purposes of this Dispute Resolution section, references to “Windstream”, “we”, and “us” include our subsidiaries, affiliates, agents, employees, predecessors in interest, successors, and assigns.

If you and Windstream are unable to resolve the dispute after 60 days from the date of receipt of the written dispute, you agree that either you or Windstream shall resolve the dispute in only one of two possible ways: (1) by seeking relief in a small claims or equivalent court, if appropriate under the applicable court’s rules, in the city or county of the billing address reflected on your bill; if the small claims or equivalent court does not allow for declaratory relief then the action could be brought in a court which does have such relief or (2) by arbitration. Further, should the amount in controversy exceed the limits of small claims in the jurisdiction in which the dispute arises, Windstream may seek relief in a court of proper jurisdiction for collection purposes. This Section does not prohibit you from submitting any issue you have with Windstream to any federal, state, or local governmental agency or public service commission which may be able to seek relief from Windstream on your behalf. If the dispute is regarding the charges for Services, you agree that if you do not seek relief in small claims or equivalent court or by arbitration following the 60-day dispute period, then you will immediately begin paying the disputed amount that Windstream determines is valid, plus any charges that were not paid during the 60-day dispute period, or Windstream may terminate the Services.

Arbitration

You and Windstream specifically agree to finally resolve all disputes not filed in small claims court by arbitration that will be final and binding on both you and Windstream, subject to any exceptions required by applicable law. This Agreement evidences a transaction in interstate commerce, and thus the Federal Arbitration Act governs the interpretation and enforcement of this provision. This arbitration provision shall survive termination of this Agreement.

The following provisions apply to arbitration:

  1. If you intend to seek arbitration after expiration of the 60-day dispute period noted above, you must first file a claim with JAMS. Visit https://www.windstream.com/terms-conditions/ for a form that you may, but are not required to, use. The claim must include a description of the dispute, a brief outline of previous efforts to resolve the dispute, all supporting documentation, and a proposed resolution. A copy of the claim and proof of payment of the filing fee, such as a copy of the check or money order, should be sent to Windstream at: 4001 Rodney Parham Rd., Little Rock, AR 72212, Mailstop B1F03-53A, Attn: Legal Department. Unless the customer specifically requests otherwise, the Executive Customer Relations group may still contact customer even if represented by counsel.
  2. During the arbitration, the amount of any settlement offer made by Windstream or you shall not be disclosed to the arbitrator until after the arbitrator determines the amount, if any, to which you or Windstream is entitled.
  3. After Windstream receives Notice that you have commenced arbitration, it will reimburse you for your payment of the filing fee, unless your claim is for greater than $75,000. The arbitration will be governed by the JAMS Comprehensive Arbitration Rules and Procedures (“JAMS Rules”), as modified by this Agreement, and will be administered by JAMS. The JAMS Rules are available online at www.jamsadr.org, by calling JAMS at 1-800-352-5267(JAMS). The arbitrator is bound by the terms of this Agreement. All issues are for the arbitrator to decide, except that issues relating to the scope and enforceability of the arbitration provision are for the court to decide. Unless Windstream and you agree otherwise, any arbitration hearings will take place in the county (or parish) of your billing address. If your claim is for $10,000 or less, we agree that you may choose whether the arbitration will be conducted solely on the basis of documents submitted to the arbitrator, through a telephonic hearing, or by an in-person hearing as established by the JAMS Rules. If your claim exceeds $10,000, the right to a hearing will be determined by the JAMS Rules. Regardless of the manner in which the arbitration is conducted, the arbitrator shall issue a reasoned written decision sufficient to explain the essential findings and conclusions on which the award is based.
  4. For any non-frivolous claim that does not exceed $75,000, Windstream will pay all JAMS filing, administration and arbitrator fees for any arbitration initiated in accordance with the notice requirements above. If, however, the arbitrator finds that either the substance of your claim or the relief sought in the Demand is frivolous or brought for an improper purpose (as measured by the standards set forth in Federal Rule of Civil Procedure 11(b)), then the payment of all such fees will be governed by the JAMS Rules. In such case, you agree to reimburse Windstream for all monies previously disbursed by it that are otherwise your obligation to pay under the JAMS Rules. In addition, if you initiate an arbitration in which you seek more than $75,000 in damages, the payment of these fees will be governed by the JAMS rules. You will be entitled to attorneys’ fees from Windstream to at least the extent as you would be in court. If Windstream initiates the arbitration, it will pay those costs regardless of the amount of its claim.
  5. If, after finding in your favor in any respect on the merits of your claim, the arbitrator issues you an award that is greater than the value of Windstream’s last written settlement offer made before an arbitrator was selected, then Windstream shall pay the greater of the award or $5,000 (“the alternative payment”), whichever is greater. If Windstream did not make a written offer to settle the dispute, you will be entitled to receive this alternative payment if the arbitrator awards you any relief on the merits. If you are still a current customer of Windstream when the arbitrator’s award is issued, then Windstream, in its sole discretion, can pay the alternative payment by issuing a credit for services on the Customer’s account.
  6. If you are entitled to the alternative payment, then Windstream will also pay your attorney, if any, the amount of attorneys’ fees, and reimburse any reasonable expenses, that your attorney reasonably accrues for investigating, preparing, and pursuing your claim in arbitration (“the attorney premium”). If you are not entitled to this attorney premium, Windstream will reimburse for reasonable attorneys’ fees and reasonable expenses if it is required to do so under applicable law. However, you may not receive both the attorney premium and an award of attorneys’ fees under a statute.
  7. The arbitrator may make rulings and resolve disputes as to the payment and reimbursement of fees, expenses, and the alternative payment and the attorney premium at any time during the proceeding and upon request from either party made within fourteen (14) days of the arbitrator’s ruling on the merits. However, you may not recover duplicative awards of attorneys’ fees or costs.
  8. If the arbitrator not only rules against you but also rules that either the substance of your claim or the relief you requested in your Demand was either frivolous or brought for an improper purpose (as measured by the standards of the Federal Rules of Civil Procedure 11(b)), then responsibility for the costs of arbitration will be set by the JAMS rules. For frivolous cases in which your demand is $10,000 or less, your share of the costs is currently limited to $200, though JAMS may change that amount. If the arbitrator makes this determination, you may be required to reimburse Windstream for paying your share of the arbitration costs.
  9. The arbitrator may award declaratory or injunctive relief only in favor of the individual party seeking relief and only to the extent necessary to provide relief warranted by that party’s individual claim. YOU AND WINDSTREAM AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. Further, unless both you and Windstream agree otherwise, the arbitrator may not consolidate more than one person’s claims, and may not otherwise preside over any form of a representative or class proceeding. If this specific proviso is found to be unenforceable, then the entirety of this arbitration provision shall be null and void.
  10. Confidentiality: Any arbitration shall remain confidential. During the arbitration, the amount of any settlement offer made by Windstream or you shall not be disclosed to the arbitrator until after the arbitrator determines the amount, if any, to which you or Windstream is entitled. Neither you nor Windstream may disclose the existence, content, or result of any arbitration or award, except as may be required by law, or to confirm and enforce an award.
  11. Notice to California Customers: California Customers may seek public injunctive relief through arbitration if, and only to the extent, provided by California law (if deemed applicable) and, in the event the provisions of this Section 10 are found to be unenforceable despite the foregoing exception, such California Customers may seek public injunctive relief through the courts only after the individual claims are fully resolved in arbitration. The preceding sentence shall not apply to Customers in any other state.
  12. Exceptions: Nothing in this Section shall prevent Windstream from issuing notices, including: takedown notices for alleged trademark or copyright infringement pursuant to the Digital Millennium Copyright Act; or termination of Service pursuant to Windstream’s Acceptable Use Policy for your abuse of your Internet access Services. Nothing in this Section 10 shall prohibit Windstream from filing a lawsuit in a court of general jurisdiction to collect outstanding balances for unpaid Services or Equipment, any other type of charge owed on your account, or for the theft of any Services or Equipment by you. This Section 10 is intended to resolve outstanding disputes between us, and not to collect a debt owed by you to Windstream.
  13. Limitation of Liability: This Section 10 is subject to the Limitation of Liability Section in these Terms and Conditions.
  14. Limitations Period: Any written dispute must be brought by you or Windstream within two (2) years after the date the basis for the claim or dispute first arises.

11. Company Provided and Owned Equipment.

Any Equipment installed by us, on your premises, that is not the subject of a sale or lease to you (such as the CSU/DSU interface cards, Channel Bank, and router, if applicable) shall remain at all times our property. It shall remain in good condition, less normal wear and tear. If we do not have access to your premises within 30 days after Services are terminated, then you shall reimburse us for the full purchase price of the equipment, as well as any attorney’s fees and costs. You are responsible for all security measures over the Services, including, but not limited to, access to authorization codes or encryption you deem necessary or required. Once the Equipment is delivered to you, you bear the risk of loss.

12. Disconnection of Current Provider; Special Construction; Third-Party Charges.

You are solely responsible for disconnecting Services with your current service provider, and we are not responsible for any charges assessed against you by such provider. You shall pay all charges if we or a third-party provider is required to extend the demarcation point, undertake special construction, or non-routine installation for you. Unless we specifically agree–in writing–to undertake equipment installation and maintenance work, you are responsible for all charges assessed by your phone-system vendor and other third-parties in connection with the Services, and we shall have no responsibility for maintenance or repair of same.

13. Access to Third-Party Services.

You agree that the telephone line, on which your Services are activated, may not be used to access any third-party services equivalent to Services we provide or can make available, even if you declined to purchase such Services from us. Your telephone line contains programming designed to enable access to our Services only. You may not use any manual or electronic means to circumvent any restrictions placed on your telephone line to modify, without authorization, any programming supplied by us.

14. Access and Installation; Repair and Maintenance.

You agree that you are responsible for acquiring and maintaining the right-of-way necessary to allow installation and maintenance of Services. Failure to acquire and maintain necessary right-of-way may result in delay of installation or termination of Services by Windstream. Upon notice, we may make tests and inspections to determine you are complying with the requirements of these terms, or for routine and emergency maintenance of the equipment and facilities. We may take action to protect our facilities and equipment. We may substitute, change, or rearrange any Equipment or facility at any time. We may limit or allocate use of existing facilities, when necessary, due to a lack of facilities or a cause beyond our reasonable control.

15. Privacy and Customer Proprietary Network Information.

You authorize us to monitor and record communications, from you to us, regarding your account or the Services, for purposes of quality assurance. For online orders, we may implement reasonable procedures, including, but not limited to, validating information provided by you or restricting the amount of Services purchases online. We reserve the right to cancel or reject online orders at any time for security or privacy reasons.

To provide Services to you, we maintain certain customer proprietary network information (“CPNI”). CPNI includes information that relates to the quantity, technical configuration, type, destination, location, and amount of use of any telecommunications Service we provide to you, and which we obtain because of the carrier-customer relationship between us. CPNI also includes information contained in your bill. We may use and share your CPNI without your permission for the following purposes:

  • To protect our rights or property, or those of other customers or carriers, from fraudulent, abusive, or unlawful use of or subscription to the Services you get from us;
  • To initiate, render, bill, and collect for your Services;
  • To provide information telemarketing, referral, or administrative services to you, when you call us, if you give us permission to do so;
  • To provide call location information regarding the user of a wireless mobile Service to certain other parties in an emergency situation;
  • To provide information requested by law enforcement or a third-party pursuant to a subpoena or other method of requesting information. We will not give you notice of any subpoena or court or administrative orders related to your account, IP address, contact information, or use of Services unless required to do so by law.

If you do not want us to provide your information to other Windstream entities, please notify us by calling Residential Support at 866-347-1991 or Business Support at 800-843-9214.

When you view your account information or shop for Services online, you agree that we may display your CPNI online, after proper verification by you, to fill orders or allow you to make account changes.

16. Theft and Fraud.

You agree to keep all passwords, Member ID’s, IP addresses, and computer names confidential. If your Services are lost, stolen, or fraudulently used, then you are responsible for all usage incurred before we receive notice from you of such loss or theft. If we choose to pursue investigation or prosecution of the loss or theft, you agree to cooperate in the investigation of fraud or theft, and to provide us with such information and documentation as we may request (including affidavits and police reports).

17. Limitation of Liability.

FOR PURPOSES OF THIS SECTION AND THE DISCLAIMER OF WARRANTIES AND EMERGENCY/CRITICAL LINES SECTIONS, “OUR” OR “WE” INCLUDES WINDSTREAM’S OFFICERS, DIRECTORS, SHAREHOLDERS, EMPLOYEES, AGENTS, SUBCONTRACTORS, VENDORS, AND ANY ENTITY ON WHOSE BEHALF THE COMPANY RESELLS SERVICES. UNDER NO CIRCUMSTANCES WILL WE BE LIABLE FOR: ANY ACCIDENT OR INJURY CAUSED BY SERVICES; ANY DAMAGE OR LOSS RESULTING FROM THE INSTALLATION, MAINTENANCE, OR REMOVAL OF THE SERVICES; ANY INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES (SUCH AS LOST PROFITS, LOST BUSINESS OPPORTUNITIES, BUSINESS INTERRUPTION, AND LOSS OF BUSINESS DATA); ANY PUNITIVE OR EXEMPLARY DAMAGES; THE COST OF ALTERNATIVE SERVICE; OR FOR ANY SERVICE INTERRUPTIONS, DELAY, OR FAILURE TO PERFORM UNDER THIS AGREEMENT DUE TO CAUSES BEYOND OUR REASONABLE CONTROL. SUCH CAUSES INCLUDE, BUT ARE NOT LIMITED TO, STRIKES, LOCKOUTS, OTHER LABOR UNREST, NATURAL DISASTERS, ACTS OF GOD, CABLE CUTS, OR COMMON CARRIER DELAYS. YOU AGREE THAT THE PRICING OF SERVICES REFLECTS THE INTENT OF BOTH YOU AND US TO LIMIT OUR LIABILITY AS PROVIDED HEREIN.

18. Data Services.

YOU ACKNOWLEDGE THAT THE INTERNET IS A VOLATILE ENVIRONMENT AND WE ARE NOT LIABLE FOR CONFIDENTIAL INFORMATION STORED ON OR TRAVERSING OUR NETWORK. YOU MUST TAKE ALL APPROPRIATE PRECAUTIONS TO SECURE CONFIDENTIAL INFORMATION, INCLUDING ENCRYPTING, IF YOU DEEM NECESSARY.

19. Disclaimer of Warranties.

THE SERVICES ARE PROVIDED ON AN “AS-IS” AND “AS-AVAILABLE” BASIS, WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO: WARRANTIES OF TITLE OR NON-INFRINGEMENT; IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE; WARRANTY ARISING BY COURSE OF TRADE, COURSE OF DEALING, OR COURSE OF PERFORMANCE; ANY WARRANTY THAT THE SERVICES WILL MEET CUSTOMER’S REQUIREMENTS; OR ANY WARRANTY REGARDING THE QUALITY, CONTENT, ACCURACY, OR VALIDITY OF THE INFORMATION OR DATA RESIDING ON, PASSING THROUGH, OR OVER THE NETWORK. ALL SUCH WARRANTIES ARE HEREBY DISCLAIMED. WITHOUT LIMITING THE FOREGOING, BROADBAND SPEEDS, TRANSMISSION QUALITY, NETWORK SECURITY OR RELIABILITY, AND ACCURACY OF ANY DIRECTORY LISTINGS ARE NOT GUARANTEED. NO ORAL OR WRITTEN ADVICE OR INFORMATION BY COMPANY’S EMPLOYEES, AGENTS, OR CONTRACTORS SHALL CREATE A WARRANTY, AND CUSTOMER MAY NOT RELY ON ANY SUCH INFORMATION. WINDSTREAM DOES NOT GUARANTEE YOUR SERVICE CAN OR WILL BE INSTALLED BY A PARTICULAR DATE. ANY INSTALLATION DATE PROVIDED IS ONLY AN ESTIMATE.

20. Indemnification.

You agree to indemnify and hold Windstream and its subsidiaries, affiliates, officers, agents, co-branders, licensors or other partners, and employees harmless from any claim or demand, including those for reasonable attorneys’ fees or those made by any third-party due to or arising out of: content you submit; post; transmit; or otherwise make available through the Service, your use of the Service, your connection to the Service, your violation of this Agreement, including, without limitation, the Acceptable Use Policy, or your violation of any rights of another.

You acknowledge that you are responsible for all use of the Service, by your account (including use by subaccounts), and that this Agreement (including, without limitation, the Acceptable Use Policy and Privacy Policies, as amended from time to time) applies to any and all usage of your account. You agree to abide by these terms, and you agree to defend, hold harmless, and indemnify Windstream from and against any and all claims stemming from usage of this account and any subaccounts, whether or not such usage is expressly authorized by you.

21. Emergency/Critical Lines.

CUSTOMER ACKNOWLEDGES THAT CERTAIN SERVICES MAY NOT PROVIDE ACCESS TO 911, OR TRANSMIT THE LOCATION OR EXTENSION, IF CUSTOMER ATTEMPTS TO ACCESS 911 IN AN EMERGENCY. If your voice Services are provided via an internet connection (e.g. voice over Internet protocol (VoIP), Centrex, and private branch exchange), the Services are different from traditional voice services and require both electrical power and broadband function. The Services will not function if power is lost, if there is a disruption to the broadband connection, if the network is congested, or if your account has been suspended. You expressly acknowledge that in such instances You or anyone using Your Services will not be able to place or receive calls including calls to emergency 911 services and that communications between a home security system and home security monitoring service will not function. Windstream strongly recommends you maintain an alternative means of accessing 911 Services and that you purchase a battery backup for use with your Services during power outages, more information can be found on windstream.com.

22. Changes to these Terms and Conditions.

We may change these Terms, including any change in any charge or fee, and the imposition of a new charge or fee, at any time, if we give you notice of the change. If we make a change to these Terms and Conditions that is material, and you do not wish to accept such material change, then you may terminate the affected Service by giving us 30-days’ notice, in which case you will not be subject to an early cancellation fee. You will, however, still be responsible for all charges for Services provided before you terminated your Agreement. A material change is ONLY a change that (a) terminates or substantially reduces the availability of a Service for you or (b) results in the increase of any charge by more than 10% of the monthly access charge for that Service. Material changes in your Service DO NOT include the increase in or imposition of (1) any charge required to be collected by any governmental authority (such as taxes or surcharges) or (2) any charge not prohibited by any governmental authority to recoup our expense incurred to comply with a governmental requirement.

23. Applicable Law.

Your Agreement and our provision of Services to you are subject to (a) the laws of the state identified in the billing address that you have provided us and (b) any applicable federal laws, including, but not limited to, the Federal Arbitration Act, 9 U.S.C. § 1 et seq. In the event of an inconsistency between any governmental requirement and these Terms regarding the provision of a Service that is subject to the governmental requirement, the provisions of the governmental requirement will apply to the extent necessary to avoid the inconsistency.

24. Assignment.

We may assign this Agreement to another entity without any advance consent from or notice to you. You may not assign this Agreement without our consent.

25. No Waiver; Severability.

If we do not enforce any right or remedy available under this Agreement, that failure is not a waiver. If any part of this Agreement is held invalid or unenforceable, the remainder of this Agreement will remain in force.

26. Product Bundles – Specific Terms and Conditions (alphabetically).

Product Descriptions, generally, can be found at https://www.windstream.com. Some Services have certain system requirements (i.e., Online Backup, Security Suite, and TechHelp). Please see the relevant product description for details.

  • Broadband Protection Plus. This Service includes the wiring coverage of Protection Plus (see below) and the installation of the NIC (network interface card). For installation and NIC replacement, the system must be Windows 2000 SP-4 or higher. With other operating systems, such as Mac or Linux, we will only cover replacement Customer Premise Equipment (CPE) and wiring/cabling, but will not cover installation, software, or NIC. The Broadband modem (if provided by us) will be replaced, if damaged by an electrical surge or natural act (i.e., lightning, floods, etc); please note, free modem replacement is not available to customers purchasing Broadband Protection Plus on or after December 1, 2014. Additionally, customers who have purchased Broadband Protection Plus prior to December 1, 2014 and who wish to upgrade to a new modem will be required to move to Windstream’s Modem Rental Program (see below) and end their Broadband Protection Plus coverage; for customers who have purchased a bundle adder prior to December 1, 2014 that includes Broadband Protection Plus, the adder will be changed to include Protection Plus (and not Broadband Protection Plus) upon moving to Windstream’s Modem Rental Program. This Product does NOT cover: a) home networks (even if Equipment is purchased from us); b) LAN software; c) bandwidth/throughput guarantees; d) damage to PCs from viruses; e) non-standard wiring; f) PC Hardware (other than NIC); g) Cisco 827H and 827HI modems; h) operating systems and software maintenance; or i) integrated NIC cards and internal NIC laptop cards.
  • Cable TV. Channels available to customer as part of any select packages of programming through Windstream Cable TV are subject to change, and customer is not guaranteed any particular channel or number of channels. All prices, packages, and programming are subject to availability based on location and Windstream’s agreements with content providers and credit approval. A Cable-TV-service-activation fee may apply. Taxes and fees, including applicable franchise and FCC regulatory fees may apply. Some promotions may require minimum programming. Certain promotions have an optional or mandatory term-commitment period, and if the customer cancels Services prior to the optional or mandatory term-commitment period, certain termination or cancellation fees may apply. In some packages, hardware and programming are sold separately. Other restrictions may apply. Additional Cable TV terms and conditions are attached on Schedule 2.
  • Centrex. Within 30 days of subscribing, you and Windstream will agree on the specific features, functions, and minimum lines and groups to be provisioned. We will base charges on the agreed minimum lines. We will have the right to bill you at hourly rates for all programming, installation, or other labor associated with any adjustments to features and functions at initial installation and when changes are made later.
  • DISH Network Services. All prices, packages, and programming are subject to change without notice including, without limitation, any term commitment to which you have agreed. All DISH Network programming and any other services that are provided by DISH Network are subject to the terms and conditions of the Promotional Agreement and Residential Customer Agreement, which are available online at www.dish.com or upon request. Some promotions may require minimum programming. Certain promotions have an optional or mandatory term commitment period, and if you cancel your Services prior to the optional or mandatory term commitment period, certain termination or cancellation fees may apply. Hardware and programming are sold separately.
  • Domain Renewals. New registrations with Windstream are free for 1 year, and then renewals are billed to the customer in 1-, 3-, or 5-year increments.
  • Fax to Email. You must have an email address to Send/Receive faxes via this Service, but email is not included with this Service. If you exceed your page limit per month, a minimum per page charge will apply. Overages are billed at $0.10/per page.
  • High-Speed Internet. High-Speed Internet Service is subject to the Broadband Network Statement. Customers must agree to all terms of service prior to installing and using this Service. Speeds are distance sensitive, and availability by address varies. Customers that subscribe to speeds over 25 Mbps, services may be provisioned in a range, including a minimum speed and a maximum speed. The exact speed range is disclosed at the time of sale. We strive to provision the line up to the maximum speed required to support the qualified and subscribed Service, but actual speed and performance may vary based on factors such as the condition of wiring inside a specific location; customer proximity to equipment supporting the service; computer configuration; network or Internet congestion, particularly during peak hours very generally defined as 7p.m. – 11p.m. weeknights (peak hours may vary depending on the customer location); number of users attempting to use or using the High-Speed Internet Service at the same time; and the server speed of the websites accessed availability. We cannot guarantee speeds or uninterrupted error-free Service.
  • Enhanced, Premium and Ultra Premium Internet. Enhanced, Premium and Ultra Premium Internet Services are available in speed tiers, with the high-end range of a tier representing the anticipated maximum speed capabilities. Customers receiving these Services should experience speeds within the speed tier selected.
  • Hulu Plus Services. All Hulu Plus Services and any other services provided by Hulu are subject to the Hulu Terms of Use, which are available online at: www.hulu.com . Certain promotions have an optional or mandatory term commitment period. If you cancel your Services prior to the optional or mandatory term-commitment period, then certain termination or cancellation fees may apply. If the Hulu Plus membership is not cancelled at the end of the promotional period, then you authorize Hulu Plus to charge you each month for the membership fees, plus taxes, until you cancel the membership.
  • Identity Protection. Windstream partners with a third-party vendor to provide this Service. As a result of this, you may be required to accept certain terms and conditions of the Service as required by the third-party. Windstream reserves the right to alter the Service in any way including, but not limited to, changing the third-party provider of the Service or discontinuing this Service at any time .
  • Internet Access. Internet Access Service is subject to the Broadband Network Statement. Service will be provisioned for a maximum download speed of 1 Mbps. Due to the nature of this Service, it is an “AS-IS” Service, and may be intermittent, specifically, during peak usage times of the day. This Service is not suitable for streaming video, gaming, or large downloads or uploads. Credits or adjustments for slow and/or varying speed, or not being able to access the Internet, will not be issued. Windstream cannot guarantee speeds or uninterrupted error-free Service.
  • Internet Security and Security on-the-go :
  • Lifetime Price Guarantee. Certain Services are subject to a Lifetime Price Guarantee (“Guarantee”), as advertised by us; however, in addition to the Agreement set forth herein, the following conditions apply to this Guarantee:
    • The Guarantee only applies to select Services. You must subscribe to at least one new bundle Service that includes select High Speed Internet, other select Internet Services, select Phone Services, select Cable TV programming, or select DISH programming.
    • Any package that includes DISH is subject to our continuing relationship with DISH. If such relationship ends for any reason, then Guarantee bundles that include DISH may be terminated at our discretion. Additionally, channels available to you as part of DISH programming are subject to change without notice. You are not guaranteed any particular channel or number of channels.
    • A DISH activation fee may apply.
    • If DISH Service is terminated by you before the end of any commitment, then a cancellation fee based on the number of months remaining in the commitment will apply.
    • Channels available to customer as part of any select packages of programming through Windstream Cable TV are subject to change without notice, and customer is not guaranteed any particular channel or number of channels. A Cable-TV-service-activation fee may apply.
    • The Guarantee is void if you move, make any changes to your Services, disconnect, if you are disconnected by us, or if any portion of your account balance becomes past due.
    • If you order additional Services and equipment, including, but not limited to, HD or DVR receivers, additional charges apply.
    • The Guarantee covers only the advertised price, and does not include current or future taxes, fees, or other charges.
  • Managed Network Security CPE. This Service requires a minimum commitment and subscription to Windstream Data Services. Security-gateway equipment must be returned upon Service termination.
  • Modem Rental Program. This Program covers lifetime support of new modems provided by Windstream on or after December 1, 2014. Customer is responsible for payment of a monthly recurring equipment fee that will cover repair or replacement by Windstream of damaged modems; repair or replacement will occur as Windstream deems necessary. Windstream retains all rights, title and ownership interest in and to the modems provided by Windstream as part of this rental program and the modems shall at all times remain the property of Windstream. You agree not to mishandle, abuse, misuse, or improperly store or operate the modem. Any Windstream-provided modem will either be new or a fully inspected and tested refurbished unit. Any Windstream-provided modem will be capable of wireless networking, but devices supported by in-home wireless networking connections may experience speeds that do not equal speeds referenced in your High Speed Internet purchased plan or advertised speeds. With wireless networking, actual throughput speed may be impacted by several environmental factors including but not limited to, interference from other equipment or devices in the home, distance from the modem, modem location, types of devices connected, physical obstructions, and time of day. Connecting your device directly to the modem may optimize speed. Modems must be returned to Windstream within thirty (30) days of cancellation or your account will be automatically charged the fair market value of the modem or a $100 fee and Windstream will retain any advance payment or deposit, or portion thereof that previously had not been refunded, if you fail to return the modem within this time period. The equipment return requirements also apply if your existing modem is replaced or upgraded for any reason.
  • Personal Computer Offers. Windstream resells personal computers that are manufactured and warranted by a third-party. All support and warranties are provided by the manufacturer.
  • Phones at Home Protection Plan. This plan provides for repair or replacement of residential phones. You must sign up and agree to additional terms–applicable specifically to this Plan–via the Windstream Phones-at-Home-Protection-Plan Registration Form in order to obtain Phones at Home Protection from us.
  • Price Lock. The Price Lock applies to select bundle products. This plan is in addition to the monthly recurring rate for your bundled Services, any Services and equipment you may purchase, and current and future taxes, fees, and other charges. The Price Lock is void and current monthly rates will apply if any portion o the bundled Service or feature is disconnected or changed or if any portion of your account balance becomes past due. Price Lock may be void if you move, even if the move is within Windstream Service locations.
  • Professional Installation (Residential). This Service is provided for the connection of up to three computers, per home, to the internet when computers are being connected via Windstream-provided equipment. This Service includes: a) setting up the initial High-Speed Internet connection; b) installing the NIC, if necessary; c) installing the necessary filter on the telephone line; d) performing the initial wireless setup of up to four peripheral devices, including the Windstream wireless gateway (customer may be required to provide user guides for peripheral devices); e) DNS entries, configuring DHCP/Static IP address, gateway, etc.; f) performing various network connectivity tests to ensure each network element has proper connectivity; g) installation and setup of one PC if purchased through Windstream; h) installation of one jack if needed for the High-Speed Internet Service. It does NOT include: t) software installation other than what is included with the modem or provided by Windstream; u) PC installation for computers not purchased through Windstream; v) station cabling or CAT 5 patch cables; w) removing any applications, unless the application must be removed to make the TCP/IP connection to the Internet work; x) CPE charges; or y) resolving LAN issues, including, but not limited to, shared network drives, driver issues or other hardware issues. We reserve the right to not provide this Service if the requirements are beyond the standard scope of work.
  • Protection Plus. This Service is a wire maintenance plan that includes the repair or replacement of existing jacks/outlets (not including the addition or move of existing jacks) that meet our installation standards. This Service provides coverage for one access line. Wiring and jacks damaged as a result of faulty, non-Windstream installation, the negligence or willful acts of you or your agent, vandalism, casualties such as fire or water damages, lightning, floods, or earthquakes are excluded. This Service does not cover Key, Centrex, and PBX systems.
  • Secure Broadband. This Service requires a minimum term commitment, and includes Internet and one static IP address for Managed Network Security. Additional static IP addresses may be available for an additional charge.
  • Security Suite. To be eligible for this Service, a Customer must be an active Windstream residential High-Speed Internet customer. Windstream partners with McAfee, Inc. for this Service, and thus, customers may be required to accept additional terms and conditions from McAfee. Windstream reserves the right to alter in any way or discontinue this Service at any time. System requirements are: an Internet connection and either Google Android smartphones/tablets, with versions 2.3 and 4 respectively, or Windows Vista (32- or 64-bit) (Service Pack 1 (SP1) or higher) with: Microsoft® Internet Explorer 7.0 or later; Firefox 12 or later; Google Chrome 6.0 or higher; or Safari 5 or later.
  • Windstream Shield Connect: Customer must subscribe to select High-Speed Internet plans to qualify. WI-FI Device Connectivity Support: Requires a valid, licensed copy of Windows XP SP2 or higher. Customer’s computer must have a minimum 256 MB RAM and minimum 500Mhz processor. WI-FI Device Connectivity Support excludes on-site support, software installation and tutorial, PC restoration, virus removal, virus assistance, peripheral setup, hardware issue, advance troubleshooting and problem resolution. Protection Plus: excludes lightning, floods, internal damage. Protection Plus is not available to travel trailers or motor homes. Windstream partners with third party vendors for these services, and you may be required to accept certain terms and conditions from these vendors for the services. Windstream reserves the right to alter the services in any way, including but not limited to changing the third-party vendor, or discontinuing the services at any time. Other restrictions apply. Contact a Windstream representative for details. Windstream and the Windstream logo are registered service marks of Windstream Corporation. ©2018 Windstream Corporation.
  • Tech Help. Windstream reserves the right to alter the Service in any way, including, but not limited to, changing the third-party provider of this Service or discontinuing this Service at any time. The purchase and use of this Service requires you to be an active Windstream residential or small business High-Speed Internet customer. This Service requires a minimum term commitment, unless bundled with other value-added Services in a Windstream Security Package. This Service is provided via agents remotely accessing the Customer’s computer over the internet, and therefore requires that the computer be capable of connecting to the internet. This Service includes: (a) PC and Macintosh support; (b) PC Optimization; (c) setting up new PCs, and transferring files and data from the old machines; (d) setting up and encrypting wireless networks; (e) handling Windows issues; (f) connecting and setting up printers and other peripherals such as scanners, printers, and PDAs/Smartphones; and (g) software installation, tutorials, and tips. It Does NOT include the following, among other items that cannot be solved remotely: (1) site visits, if needed; (2) failed/broken hard drives; (3) adding more RAM; (4) cracked motherboards; (5) bad USB ports or connectors; and (6) replacing broken hardware. This Service’s Minimum System requirements are: Windows XP or Vista, Intel Pentium or Pentium II Processor with 500 MHz or faster for Windows XP, 256 MB or higher. UNIX, LINUX or older Windows operating systems are not supported.
  • Unlimited Long Distance (Residential). Intended for personal, residential voice calls within the U.S. Calling restrictions include, but are not limited to, business use, Internet services, telemarketing, auto-dialing, multi-party conferences, party or chat lines, adult-entertainment lines, and voicemail- or information-services access. If usage is inconsistent with residential voice calling, then Windstream may: (1) charge 10 cents per minute for each call that violates this policy; (2) restrict use or convert the plan to Windstream 10; and/or (3) void the price guarantee, and convert rates to then current monthly rates.
  • Voice Over Internet Protocol (VoIP)-Based Services. In order to access or use any VoIP Services, you must sign the 911 Disclosure form, which warns of and has you acknowledge certain 911 limitations for VoIP Services.
  • Web Hosting. See policy for Web Hosting at https://www.windstreambusiness.com/media/789/hosting_policy.pdf.
  • Whole-Home Tech Help. Windstream reserves the right to alter the Service in any way, including, but not limited to, changing the third-party provider of this Service or discontinuing this Service at any time. The purchase and use of this Service requires you to be an active Windstream residential or small business High-Speed Internet customer. This Service is provided via agents remotely accessing the Customer’s computer over the internet, and therefore requires that the computer be capable of connecting to the internet. This Service includes coverage for up to 10 Internet connected devices and provides: (a) PC, Macintosh and Internet connected device support; (b) PC Optimization; (c) setting up new PCs, and transferring files and data from the old machines; (d) setting up and encrypting wireless networks; (e) handling Windows and Macintosh issues; (f) connecting and setting up printers and other peripherals such as scanners, printers, and PDAs/Smartphones; and (g) software installation, tutorials, and tips. It Does NOT include the following, among other items that cannot be solved remotely: (1) site visits, if needed; (2) failed/broken hard drives; (3) adding more RAM; (4) cracked motherboards; (5) bad USB ports or connectors; and (6) replacing broken hardware. This Service’s Minimum System requirements are: Windows XP or Vista, Intel Pentium or Pentium II Processor with 500 MHz or faster for Windows XP, 256 MB or higher. UNIX, LINUX or older Windows operating systems are not supported.
  • Wi-Fi Service. Wi-Fi service provided by a Windstream-provided modem may vary. Speeds provided via Wi-Fi are based on speeds available in real-world conditions. Once a device is connected to the internet via Wi-Fi, the performance experienced and the available speed may vary based on any number of factors, including maximum bandwidth allocated for Wi-Fi services, interference from other equipment or devices in the home, number of other users attempting to use or using the Wi-Fi at the same time, customer’s computer or wireless devices, quantity and quality of content being downloaded or uploaded, Wi-Fi receiving antenna, and the distance between the device and the modem. Connecting several wireless devices to a network at once can reduce available bandwidth, and impact speed, for each individual device. Reducing the number of devices connected to a network wirelessly may improve performance.

Schedule 1 – Kinetic TV Specific Terms of Service

Kinetic TV includes digital channels (including local channels), one receiver and up to four standard direct video streams to the customer residence. Of the four standard direct video streams per residence, customer’s location will determine both high definition (“HD”) availability and the maximum number of HD video streams (between one and four) a customer can view and record in HD at any one time, regardless of the number of receivers in the residence. The remaining streams will be standard definition.

For Kinetic TV service, nonrecurring and usage-based charges that are billed following the transaction include, but are not limited to, Video on Demand and Pay For View. As long as payments are current, you will have a maximum limit of $200 per bill cycle on one-time orders billed to your account. As permitted by applicable law, in addition to other rights granted under these Terms and Conditions, in the event a payment is past due, Windstream may restrict your account, including your access to Video on Demand and Pay For View and other usage-based services and content.

Equipment for Kinetic TV service includes one Kinetic TV receiver. You may request additional receivers and a monthly fee of $7.00 per receiver will apply. Windstream may limit the number of available receivers for a household. Additional equipment fees or other fees may apply to Kinetic TV equipment, including, but not limited to, the receiver. Receivers are subject to all applicable taxes, fees, and surcharges. Kinetic TV services include a Windstream gateway, which will be assessed a separate monthly charge. Equipment may be new or fully inspected and tested. If receiver(s) and gateway are not returned to Windstream within thirty (30) days of termination of services, a fee will be assessed for each receiver and gateway not returned.

Some programming may not be available in certain areas because of legal, regulatory, or contractual prohibitions, including restrictions of the Federal Communications Commission and sports blackouts. If you also purchase Windstream voice service, Caller ID information for Windstream voice calls can be displayed on your TV screen.

Windstream’s Kinetic TV is provided for your non-commercial, personal viewing, use and enjoyment in a private residential dwelling. You agree that the Windstream Kinetic TV service will not be viewed in areas open to the public or in commercial establishments, and that admission will not be charged for listening to or viewing the Service. Your Windstream Kinetic TV Service may not be copied, transmitted, reproduced, published, broadcast, rewritten, redistributed, or performed except as permitted by the “fair use” provisions of the U.S. copyright laws. You agree that you will not try to tamper, modify, reverse-engineer, decompile or disassemble any software or hardware contained within your Windstream receiver or gateway.

YOU EXPRESSLY UNDERSTAND AND AGREE THAT WINDSTREAM MAKES NO WARRANTY THAT THE SERVICE WILL ALLOW YOU TO RECORD, VIEW, OR TRANSFER ANY PARTICULAR PROGRAM OR CONTENT.

When Windstream provides you with service, we may obtain and use information about programming watched, recorded, or accessed through your account. We may use this data to (1) make general recommendations to all customers, and (2) make specific recommendations to customers based upon their individual viewing habits. Pricing, programming, and features are subject to change.

Kinetic may be purchased along with High-Speed Internet. When the two services are purchased together, this product description applies instead of the High-Speed Internet Description at Product Bundles – Specific Terms and Conditions. Windstream cannot guarantee speeds or uninterrupted, error-free service. Internet speed claims represent maximum network service capability speeds. Actual customer speeds may vary based on factors including simultaneous use of multiple devices, use of other Windstream services, customer device capabilities, Internet and Network congestion, website traffic, content provider service capacity, customer location, network conditions, and bandwidth devoted to carriage or protocol and network information.

Schedule 2 – Windstream Cable TV Specific Terms of Service

Basic Service:

Windstream offers a Basic level of service that includes local off-air broadcast stations and may also include other programming such as public, educational, governmental and leased access programming. Basic is the lowest level of video service available and, pursuant to federal law, cable customers must subscribe to Basic either as an independent tier or as part of a package in order to receive any additional cable video services. Programming contained in the Basic tier varies by area, and is subject to change in accordance to applicable laws. For details about Basic channel lineups and pricing available in a specific area, please visit https://www.windstream.com (please ensure your location information is displayed correctly).

Additional Packages:

Windstream offers packages of additional video content beyond Basic as an option for customers in some markets. These options may include an Expanded Basic/Select package, a Preferred package, an Xtra package, digital Sports, and a Premier package. Also available as an option for customers in some markets are premium movie channels. For details about package options, channel lineups and pricing available in a specific area, please visit https://www.windstream.com.

Programming:

Windstream Cable TV channel line-ups and additional services available in your area may be viewed at https://www.windstream.com. Some of the optional network packages and subscription-based programming channels are encrypted with security features. In order to receive any of these encrypted digital services, the lease of a digital receiver or cable card from Windstream may be required.

High Definition (HD) cable channels may also be available in select markets, and the HD programming may require an HD receiver, or an HD cable card that can be leased from Windstream.

In certain areas HD digital video recorders (HD DVR) are also available for lease. These provide easy Recording and playback of cable programming. The DVR also allows simultaneous recording of two channels, and allows a customer to pause and rewind the cable channel being viewed.

A digital receiver is also required to access the interactive guide service available in some areas.

In some areas, non-digital cable customers may receive analog and unencrypted signals that are carried on the system without the use of a leased digital receiver. In areas where the service is available, unencrypted reception channels can be picked up by a commercial QAM receiver.

Optional Services:

In some areas additional services may also be available. These include Pay-Per-View, VOD, WatchTVEverywhere authentication for online viewing of available channels, cable TV Protection Plus inside wiring coverage, and the lease of digital receivers and cable cards. Leased digital receivers or cable cards may be required for certain channel packages and options. In limited areas Internet and phone options are also available through cable TV. Some programming may not be available in certain areas because of legal, regulatory, or contractual prohibitions, including restrictions of the Federal Communications Commission and sports blackouts. Additional information about services and company-provided equipment can be found at the cable TV website https://www.windstream.com.

Cable TV Protection Plus Coverage:

Windstream Cable Television is responsible for all cable wiring up to 12 inches beyond the grounding point normally located or installed on the outside of the customer’s residence. The customer is responsible for cable wiring from that point. A large percentage of trouble reports are caused by inside wiring, cable outlets or jacks and customer-owned equipment.

A service call charge may be applied if a problem is found in the customer’s wiring. In some areas Windstream offers the option of subscribing to Cable TV Protection Plus, a service that provides protection from repair costs when a problem is found with the customer’s inside cable wiring or existing cable outlets. Cable TV Protection Plus includes the repair or replacement of up to four existing approved cable outlets and inside cable wiring. All inside cable wiring repairs are subject to Windstream’s discretion for post-wiring standards and do not include cable wiring that runs through inside walls. The addition or moving of existing cable outlets or jacks is not included. Cable TV Protection Plus does not cover customer-owned equipment connected to the wiring or intentional damage to inside wiring. Cable TV Protection Plus added on a repair call/visit will be billed at a standard monthly rate.

If a customer chooses not to take the Cable Protection Plus plan, inside wire repairs can be made on a time/material basis. If a customer chooses not to take the Cable TV Protection Plus plan, or doesn’t want Windstream to repair the inside wiring problem, then a service call fee will be applied.

Compatible Remote Controls:

If the customer prefers, they can obtain other models of universal remotes from various retail stores or manufacturers. Some examples of universal remotes are: Sony Rm-vz220, GE JAS24993, and Logitech Harmony 650.

Special Equipment: A/B Switches:

Cable customers have the option of adding an A/B switch to Their television and cable equipment. A/B switch allows you to receive off-the-air local broadcast television stations or signals not carried on cable via your antenna. A/B switch kits are available from various independent retail vendors.

PARENTAL CONTROL

Customers who desire parental control or channel blocking to prevent children in the household from Viewing some channels or programs, may be able to access these controls through their TV set. If their TV set does not accommodate parental control, in most locations additional options are available from Windstream to block channels. Digital customers may set parental controls themselves via the on-screen menu. For example, on many Motorola receivers, from the Main Menu, highlight the “Parents” icon and press “OK.” Follow on-screen instructions to enter a four-digit PIN. A rating level or channel can be locked by highlighting it and then pressing “Lock.” On Scientific Atlanta / Cisco equipment, press “Menu” on the remote control, and press the “Up/Down” setting to activate Parental Control. Press “Select” to enter a four-digit PIN. Non-digital customers may contact Windstream to request a special filter or device to prevent reception of certain channels. The filter can be purchased by special order and may require a prepayment.

Service Procedures:

Installation & Service Maintenance Policies:

Installation work will be performed on an appointment basis. Appointments are usually scheduled in four-hour blocks during normal business hours.

If our installer or technician is running late, we will attempt to contact the customer and reschedule the appointment at a time convenient for them.

Standard installations (those that are located up to 125 feet from our existing distribution system) will normally be performed within seven business days after an order has been placed. If it is determined that a non-standard installation is needed, the estimated cost and completion date will be provided to the customer in advance. Our technical staff will not enter a customer’s home to perform work unless a responsible adult over 18 years of age is present. We have established this policy to protect our customers and our employees.

Outages/Service Interruptions:

We will normally respond to service interruptions and other service problems as soon as possible, and normally within 24 hours from the time we are notified of an interruption. We will normally respond to other non-outage service problems by the next business day. For outages beyond our control (such as natural disasters or severe weather-related problems), we will respond as promptly as possible. Generally, it is our policy to issue a credit, upon request, for service interruptions greater than 24 hours.

Windstream Cable Television customer service representatives are available during normal business hours, and after-hours emergency reporting service is available 24 hours a day. Customers are asked to please call us in a timely manner if a problem with their cable TV arises. We will not issue credit for service interruptions if we are not notified promptly or for situations beyond our control.

Service Call Policy:

Windstream Cable Television will maintain all the outside wiring that it has installed, and there will not be a charge for normal service calls to correct technical problems with the outside cable TV lines and equipment. A service charge will apply for repairs to inside wiring or customer modifications to our wiring. A charge may also apply for repairing wire/cable damaged by the customer or by others working on the customer’s property. A service charge may apply for a service call to help connect a digital video or audio device or to reprogram a TV, a digital video device or other non-cable company equipment.

Signal Complaint Procedures:

Please be assured that we will work to resolve all service problems as soon as possible. Customers are advised to contact our customer service center or retail store and explain their problem. All reasonable efforts will be made by our service technicians and other employees to resolve any complaints concerning the technical quality of service promptly and efficiently. If our service technician fails to correct the problem, customers may contact our office and we will review the complaint and the corrective action to be taken. Please see “Dispute Resolution” section for additional details. If customers believe our investigation and handling of a complaint is deficient in some manner, they may contact the local franchising authority. Your local contacts are listed below.

State Contact

Georgia

Office of Secretary of State,
313 West Tower
2 Martin Luther King, Jr. Drive
Atlanta, GA 30334

Iowa

Iowa Utilities Board
1375 E. Court Avenue
Room 69,
Des Moines, IA 50319-0069

Minnesota

Annandale, City of, P. O. Box K, 30 Cedar Street, E., Annandale, MN 55302

Baldwin Township, P. O. Box 25, Princeton, MN 55371

Becker, City of, 12050 Sherburne Avenue, P. O. Box 250, Becker, MN 55308

Becker Township, 12165 Hancock Street, Becker, MN 55308

Big Lake, City of, 160 Lake Street, N., Big Lake, MN 55309

Big Lake Township, 21960 County Road 5, P. O. Box 75, Big Lake, MN 55309

Livonia Township, 11162 265th Avenue, P. O. Box 388, Zimmerman, MN 55398

Maple Lake, City of, 10 Maple Avenue, S., Maple Lake, MN 55358

Montrose, City of, 200 Center Avenue, S., Montrose, MN 55363

Orrock Township, 26401 180th Street, NW, Big Lake, MN 55309

Waverly, City of, 502 Atlantic Avenue, P. O. Box 189, Waverly, MN 55390

Zimmerman, City of, 12980 Fremont Avenue, Zimmerman, MN 55398

Missouri

Missouri Public Service Commission
200 Madison Street
P. O. Box 360
Jefferson City, MO 65102

North Carolina

Consumer Protection Division of the Attorney General’s Office of the State of North Carolina at www.ncdoj.gov/cable

Pennsylvania

Borough of State College, 243 South Allen Street, State College, PA 16801;

Ferguson Township, 3147 Research Drive, State College, PA 16801;

College Township, 1481 East College Avenue, State College, PA 16801.

Billing and Payments:

Non-pay Reconnect Policy:

Once an account has been disconnected for non-payment, the total amount due on the account must be paid in order to reconnect service. In addition, payment of a reconnect fee is required. The amount due and the reconnect fee must be paid in full before service is reconnected. In some cases, reconnection is done within three to five working days.

Subscriber Privacy Notice:

In compliance with Section 631 of the Cable Communications Policy Act of 1984 (“Cable Act”) policies on how customer information is handled can be found in the “Privacy and Customer Proprietary Network Information” section above, and at the Privacy Policy posted at https://www.windstream.com/about/legal/Privacy-Policy

Retention

As required by the Cable Act, we destroy subscriber information that is no longer necessary for business purposes unless there is a legitimate request or order to inspect the information still outstanding. Accounting and billing records are retained for historical tax and accounting purposes.

Subscriber Rights

Customers have the right to inspect our records that contains information about them and to correct any errors in our information. Customers may contact us at the system business office during business hours to set up an appointment for record inspection. Customers are entitled to seek private civil action in U.S. District Court, and they may seek to recover damages, costs and attorney fees if the limits under the Cable Act have been violated.

How to Use the Cable TV Service:

Windstream’s cable TV is provided for non-commercial personal viewing, use and enjoyment. Customers are prohibited from charging a fee for listening to or viewing the service. Windstream cable TV service may not be copied, transmitted, reproduced, published, broadcast, rewritten, redistributed, or performed except as permitted by the “fair use” provisions of the U.S. copyright laws.

Procedures for customers to follow to get the most from their cable service will depend in part on the features built into their television sets and other video equipment. The viewing capabilities or settings selected on equipment can also determine the quality of video and audio the customer experiences.

Additional information about how to use the cable TV service and company-provided equipment can be found at the cable TV web site https://www.windstream.com.

Customers may need to lease a receiver from the cable company for reception of some digital channels.

Digital receivers typically provide both audio and video outputs to facilitate connection to the consumer’s TV set, external devices such as DVD players, audio systems and gaming devices. The use of certain types of receivers may deactivate the use of some television features such as picture in picture.

Windstream provides digital customers a universal remote control with the lease of a digital receiver. The universal remote control can be programmed to control not only the receiver, but also many brands of TVs, DVD players and other video devices. Instructions for programming the remote and various device codes can be found online at https://www.windstream.com.

Equipment Policy

Equipment installed by Windstream cable TV, placed under, over, on or about the consumer’s home or Property in connection with the delivery of service, is the property of Windstream. Rented digital receivers that are provided to customers, if necessary or requested, are the property of the Windstream. Rented equipment must be returned to us when service is discontinued for any reason, or at any reasonable time we need to issue other equipment. Failure to return rented equipment at the appropriate time will result in a charge to the customer’s account and may lead to legal action to recover the equipment. You are responsible for damage to rented equipment, other than normal wear and tear, and may be assessed a charge for repair or replacement. Equipment purchased from Windstream or an outside vendor is the property of the customer and is not covered by the above equipment policy. Customers may not try to tamper, modify, reverse-engineer, decompile or disassemble any software or hardware contained within any Windstream receiver or equipment.

Troubleshooting

Customers who experience problems with their television reception should please keep in mind that it may or may not be related to their cable TV service.

Troubleshooting Tips

Poor or no video:

  • First check to see if all TVs in the home are experiencing the same problem. If the problem is only on one set, it is likely that the issue is related to the connection inside the home.
  • For customers who have recently installed or moved equipment, the connections may need to be checked.
  • Please check to ensure that the correct TV “input” or “source” is selected by using the TV remote to slowly toggle through available settings. Some digital TVs require a moment for each setting to be read.
  • For televisions connected via a coaxial cable to a digital device such as a cable receiver, DVR, or DVD player, please ensure the TV is set to the designated input channel (normally channel 03 or 04).
  • To ensure reliable operation, all connections to television sets, wall jacks and any connected video devices should be securely attached to the appropriate inputs.
  • The cables used to attach devices can affect video and audio quality. The ends of coax cables should be undamaged and the connector center pin should be straight. Damaged cables or connections should be replaced.
  • Moving coaxial cables away from other cables can sometimes prevent signal problems. TV cables may be receiving electromagnetic interference from nearby power cables or other electronic devices. If separating the cables improves the picture, cable ties or tape can be used to hold them in place.

Picture, but no sound:

  • Check to ensure that the MUTE setting is not activated on the TV or on any digital video devices.
  • Please check to ensure that the correct TV ‘input” or “source” is selected by using your TV remote to slowly toggle through available settings. Some digital TVs require a moment for each setting to be read.
  • For help in troubleshooting a problem, please call Windstream. We will be glad to assist and schedule a home appointment if needed. Our goal is to provide the best quality service to our customers.

Interference From Nature

  • Lightning: During electrical storms, we advise that customers unplug their television set(s) and disconnect their incoming cable line(s). Windstream is not responsible for any damage to customer-owned equipment caused by lightning or any other Act of God beyond our control.
  • Picture Distortion: Heavy rain or other atmospheric conditions can occasionally interfere with satellite signals and cause temporary reception difficulties.
  • Sun Outages: For a few days in the spring and fall, brief interruptions (5 -10 minutes) in satellite-delivered programming may occur due to an alignment between the sun, the orbiting communications satellite and our receiving antenna. We appreciate our customers’ understanding during these brief “sun outages.”

Theft of Cable TV Service

The 1984 Cable Act, as amended by the 1992 Cable Act, was enacted by the U.S. Congress and created both civil and criminal penalties against manufacturers, suppliers and users of unauthorized cable devices.

This federal theft-of-service law supplements any existing state or local laws. The federal law prohibits the interception or receipt of any communication service over a cable system, unless authorized by the operator. This includes the theft of audio, video, textual, data or other service, including data transmitted to or from a subscriber over a system that has interactive capability. Further, the law pertains to both the manufacturers and distributors of equipment, as well as individuals. The Cable Act provides a cable operator the right to seek substantial monetary damages with regard to theft of its cable services. In addition, violators may face substantial fines or imprisonment if found guilty of criminal charges. Congress has taken the foregoing actions because it believes that theft of cable service poses a major threat to the economic viability of cable operators and cable program suppliers, and it creates unfair burdens on cable subscribers who are forced to subsidize the benefits that other individuals are getting by receiving cable service without paying for it. Also, tampering with cable lines often causes reception problems for paying customers. Therefore, if a customer is aware of persons receiving unauthorized cable service, please call us confidentially. We will follow up to ensure that their cable TV service reception is not affected by someone else’s tampering.

Términos y Condiciones

TÉRMINOS Y CONDICIONES PARA LOS SERVICIOS Y/O EQUIPOS PROVISTOS POR WINDSTREAM

Por favor considere que, en caso de que usted tenga un contracto escrito con Windstream, esos términos y condiciones prevalecerán.

POR FAVOR LEA LOS PRESENTES TÉRMINOS Y CONDICIONES CUIDADOSAMENTE. ES PARTICULARMENTE IMPORTANTE QUE USTED LEA LA SECCIÓN 10 (RESOLUCIÓN DE DISPUTAS) CUIDADOSAMENTE, YA QUE LA SECCIÓN 10 DISPONE RESOLUCIÓN DE DISPUTAS A TRAVÉS DE ARBITRAJE OBLIGATORIO Y VINCULANTE ANTE UN ÁRBITRO NEUTRO EN LUGAR DE EN UN TRIBUNAL MEDIANTE UN JUEZ, JURADO O DEMANDA COLECTIVA. USTED CONTINUARÁ TENIENDO CIERTOS DERECHOS A OBTENER COMPENSACIÓN O DESAGRAVIO DE AGENCIAS ESTATALES O FEDERALES.

  1. Definiciones.

Usted” o “Cliente” se referirán a la persona o entidad que se suscribe a los Servicios o quien compra o arrienda Equipos y cualquier persona que acceda a los Servicios y Equipos proveídos, con las excepciones provistas en la Sección 10 (Resolución de disputas) del presente.

“Nosotros”, “nuestros”, “Empresa”, “Windstream”, “Kinetic” se referirán a las entidades legales Windstream que proveen servicios a usted y como se identifica en su factura.

“Servicio(s)” se referirá a cualquier servicio que usted acordó recibir de nosotros.

“Equipos” se referirá a cualquier equipo o accesorios que usted compre o arriende de nosotros o a aquellos proveídos por nosotros para cualquier uso relacionado con sus Servicios. Para facilitar esta referencia, el presente documento se referirá a los Servicios y Equipos provistos por Windstream en forma colectiva como “Servicios”.

“Términos Promocionales” se referirá a términos aplicados a ofertas especiales ocasionales. Los términos promocionales estarán especificados en su primer mensaje de facturación. Los términos promocionales podrán incluir un compromiso de plazo y un cargo por cancelación anticipada en caso de que el Servicio no sea instalado o mantenido, o en caso de que usted desconecte el Servicio antes de que termine el plazo establecido.

“Orden de Servicio” se referirá al formulario (ya sea físico o electrónico, incluyendo formularios en línea), si existiese, en que usted solicita o realiza cambios a los Servicios y podrá incluir la duración de su suscripción a un Servicio, planes de tarifas, cargos por acceso, tasas, impuestos y recargos, elección del operador de larga distancia y el equipo que usted ha seleccionado.

  1. Acuerdo y Aceptación

El presente Acuerdo incorpora por referencia, y usted acepta la obligación, en el siguiente orden de prioridades INCLUYENDO ADEMÁS CUALQUIER CAMBIO (VER SECCIÓN 22 ABAJO): 1) Cualesquier tarifas aplicables ante la FCC (Federal Communications Commission) o la comisión estatal de servicios públicos relevante; 2) Las listas de precios o términos y condiciones publicadas en internet por la FCC o el estado, listas de precios publicadas en http://www.windstream.com/tariffs; 3) los Términos y Condiciones específicos de un producto o paquete, incluyendo Términos Promocionales (ver Secciones 26, 27 y Anexo 1 del presente documento y su mensaje de facturación) y cualesquier acuerdos adicionales asociados con tales productos. 4) la Orden de Servicio, si existiese; 5) Cualquier acuerdo “click-through” (aquellos en que usted brinda su consentimiento mediante “clics” de su mouse/ratón o presionando un botón digital) relevante para los Servicios que usted recibió. 6) Los presentes Términos y Condiciones (“Términos”); ya que pueden cambiar con el tiempo; 7) la Política de Uso Aceptable publicada en https://www.windstream.com/about/legal/Acceptable-Use-Policy; y 8) la Política de Privacidad publicada en https://www.windstream.com/about/legal/Privacy-Policy. Si usted compra/adquiere el servicio Windstream Kinetic TV Service, sus términos de servicio incluyen los presentes Términos y Condiciones y el Anexo 1, adjunto. Si usted compra/adquiere el servicio Windstream Cable TV Service, sus términos de servicio incluyen los presentes Términos y Condiciones y el Anexo 1, adjunto.

Usted acepta el presente Acuerdo cuando usted realiza cualquiera de las siguientes acciones: (a) nos brinda su firma escrita o electrónica; (b) nos dice oralmente o en forma electrónica que usted acepta (es decir, haciendo clic en el botón “I Accept” (Yo Acepto) para compras en línea o cambios en la cuenta; o (c) usa cualquier Servicio. Si usted nunca ha utilizado los Servicios antes, y no desea contraer las obligaciones legales establecidas en el presente Acuerdo, entonces no comience a utilizarlos y notifíquenos de forma inmediata. Al aceptar este acuerdo usted reconoce y declara que tiene más de 18 años, es competente para suscribir un contrato con nosotros, y está autorizado para obtener Servicios o hacer cambios a una cuenta existente. Usted puede obtener una copia de estos Términos y de los Términos y Condiciones de productos específicos visitando https://www.windstream.com o llamando a un representante del servicio al 877-8079463. Este acuerdo reemplaza a todas y cada una de las declaraciones, promesas hechas a usted por cualquiera de nuestros empleados o agentes. Si usted tiene un contrato escrito con Windstream, entonces esos términos contractuales y condiciones prevalecerán.

  1. Cargos por Servicios e Impuestos, Tarifas y Recargos.

Usted se responsabiliza por hacer el pago de todos los cobros aplicables a Servicios que se le brinden, incluyendo, pero no limitado a, pagos mensuales recurrentes (“MRCs” por su sigla en inglés),  cargos por acceso, funciones, cambios y traslados de Servicios, visitas de reparación del Servicio y cobros por inasistencia, cobros por instalación, cobros por dirección IP, cargos por facturación, recargos por pagos con tarjetas de crédito, tasas de larga distancia y asistencia de directorio, cargos por equipos, y cualesquier otros cargos en base a uso, según su precio establecido al momento de su uso en nuestras tarifas vigentes. Adicionalmente a los pagos mensuales recurrentes y pagos en base a uso, otros cobros (como impuestos, tarifas, recargos y cargos de evaluación de costos) se aplican a todos los Servicios y Equipos, incluyendo posibles cambios a estos en el futuro. En ciertas áreas de servicio, las facturas impresas en papel están disponibles por un cargo mensual.

Para determinar si ciertos impuestos, tarifas y recargos son aplicables a los servicios que se le brindan a usted, la ley federal requiere que nosotros obtengamos su dirección, misma que debe estar dentro de nuestra área de servicio. Usted afirma y garantiza que la dirección que usted nos provee es correcta, y usted reconoce que nosotros dependemos de esta información para determinar cuáles impuestos, tarifas o recargos son aplicables a su Servicio. Usted se compromete a notificarnos si su dirección cambia. En caso de que usted no nos provea una dirección válida o la debida notificación de cambio de dirección, usted podrá ser responsable por impuestos adicionales, tarifas, recargos y penalidades asociadas con el incumplimiento de pago de impuestos basados en la dirección correcta y nosotros podríamos terminar sus Servicios.

Para su comodidad, la empresa podrá incluir cargos por servicios de terceros en su factura mensual. Usted debe siempre revisar su factura detalladamente, y contactar a la Empresa si usted tiene dudas acerca de un cargo en su factura. La empresa también ofrece la posibilidad de bloquear los cargos de terceros de su factura mensual. Este Servicio es opcional y gratuito. Si a usted le interesa añadir el bloqueo a un tercero a su cuenta, llame a un representante de la Empresa al número encontrado en la esquina superior derecha de su estado de cuenta para determinar si su cuenta es elegible. El bloqueo no se aplica a Servicios provistos por Windstream o sus afiliados a los que usted se haya suscrito.

  1. Facturación y Pago; Incremento de Tarifas.

Nosotros le facturaremos las tarifas recurrentes y de instalación según la cotización de Servicios o aquellas asociadas con los Servicios que usted actualmente usa u ordenó previamente, incluyendo aumentos con previo aviso. Todos los pagos recurrentes son facturados con un mes de anticipación. La facturación en una ubicación comenzará cuando se produzca el primero de los siguientes dos casos: i) la fecha de Instalación (que podrá ser la fecha en que se le brinde al Cliente acceso administrativo a ciertos Servicios de software) o (ii) 30 días después de la entrega de la instalación correspondiente y/o los equipos a la ubicación del Cliente (si el retraso en la conexión de la instalación y/o equipos se debe al Cliente o su agente). La empresa podrá elegir facturar en incrementos mensuales completos sin prorrateo por periodos de servicio parcial, cuando el Servicio inicie o termine en medio de un ciclo de facturación.

Nos reservamos el derecho de facturarle retroactivamente por Servicios utilizados, pero no facturados previamente.

Además, es posible que esté inscrito en la facturación electrónica cuando se suscriba a los Servicios de Windstream.  Si tiene facturación electrónica, cada mes le enviaremos un correo electrónico a su dirección de correo electrónico oficial registrada en la Compañía cuando su factura esté disponible.  Puede revisar su factura mensual y realizar un pago, o volver a una factura en papel cambiando su preferencia de facturación, en el portal Go Kinetic (my.gokinetic.com).  También puede llamarnos al 800-347-1991 para cambiar su preferencia de facturación.  Tenga en cuenta que se puede aplicar una tarifa mensual si elige recibir una factura en papel.

El pago completo debe ser realizado hasta la fecha de vencimiento indicada en su factura y nosotros podríamos aplicar un cobro por retraso, intereses y otros cargos (incluyendo, pero no limitado a, costos de recuperación de deudas) hasta el monto máximo permitido por la ley. Cheques rechazados, pagos por teléfono, facturas impresas en papel y otras tarifas debido a su elección de método de pago o recibo también podrán ser sujetos a tarifas. Usted se compromete a hacerse cargo del pago de costos y tasas, incluyendo, pero no limitado a, gastos legales y en abogados en que nosotros incurramos para recuperar saldos impagos que usted adeude.

La empresa podría requerir que usted autorice el pago de los Servicios mediante una tarjeta de crédito o mediante el cargo en una cuenta bancaria, sin requerir ningún aviso o consentimiento adicional antes de que facturemos la tarjeta de crédito o carguemos en la cuenta bancaria todos los importes que nos correspondan por cualquier motivo.

  1. Créditos, Depósitos y Pagos Anticipados

Nuestro acuerdo para proveerle Servicios está sujeto a aprobación crediticia, y, siendo así, usted nos autoriza y faculta a consultar a las agencias de informes crediticios la información relacionada a su crédito. Podremos requerir que usted realice un depósito inicial y/o pagos anticipados como garantía para el pago de cargos. En el futuro, un depósito adicional o pago adelantado podrá ser requerido si el monto/número de Servicios aumenta o si usted se retrasa en hacer el pago o si su calificación crediticia cambiara. Se pagará Interés simple sobre el depósito en efectivo correspondiente al periodo en que lo retengamos y será reembolsado si un crédito satisfactorio ha sido establecido o ante la terminación del Servicio (si no existen saldos pendientes). Nos reservamos el derecho de aplicar el depósito a cualquier monto impago o vencido y aclaramos que el pago de un depósito en ninguna manera lo exime de la obligación de pagar sus cuentas/facturas puntualmente. En referencia a pagos por adelantado, cualquier pago por adelantado aparecerá como crédito en su factura del primer mes. Si usted cancela los Servicios antes de la Instalación, o nosotros no podemos instalar sus servicios por algún motivo, podremos reembolsar el pago adelantado. Nosotros no reembolsaremos ningún pago adelantado realizado después de la instalación de Servicios. 

  1. Terminación por parte de usted.

Antes de la Instalación

Si usted es un cliente comercial, y cancela su orden antes de la instalación de Servicios, se requerirá que usted pague un cargo por cancelación antes de la instalación igual al monto mayor de (i) tres (3) meses de pagos mensuales recurrentes (“MRCs” por su sigla en inglés); o (ii) nuestros costos a otros proveedores. Usted reconoce que este cargo es una medida razonable de los costos administrativos y otros gastos, incurridos por nosotros, para preparar la instalación.

Después de la Instalación

Si usted cancela sus Servicios o una porción de estos después de la instalación, usted deberá realizar el pago de todos los cargos pendientes por todos los Servicios que usted haya utilizado y Equipos que hayan sido comprados antes de la terminación. Si usted cancela los Servicios antes del último día de su ciclo de facturación, se le facturará el último mes por completo sin prorrateo o crédito.

Acuerdos de Duración Determinada

Cuando usted contrató su/sus Servicio(s), es posible que se le haya solicitado que se comprometa con un plazo de duración determinado o a una compra mínima. Ya sea usted o nosotros podremos elegir no renovar el Servicio mediante notificación al otro en un plazo no mayor a treinta (30) días antes del cumplimiento del plazo de duración determinada. En caso de que usted o nosotros no emitamos a tiempo la notificación para no renovar el Servicio, ENTONCES los Servicios se renovarán mes a mes. SI USTED CANCELA SERVICIOS DESPUÉS DE LA INSTALACIÓN O DURANTE EL TÉRMINO INICIAL O DE RENOVACIÓN POR CUALQUIER MOTIVO QUE NO SEA CAUSA, O SI NOSOTROS CANCELAMOS POR CAUSA ESTABLECIDA EN LA SECCIÓN 7 DEL PRESENTE ACUERDO, ENTONCES SE REQUERIRÁ QUE USTED NOS PAGUE, EN CALIDAD DE DAÑOS LIQUIDADOS, UN MONTO IGUAL A 100% DE LOS PAGOS MENSUALES RECURRENTES (“MRC’s”, por su sigla en inglés) MULTIPLICADO POR EL NÚMERO DE MESES QUE QUEDAN EN EL TÉRMINO VIGENTE EN ESE MOMENTO. SI USTED CANCELA O DESCONECTA MENOS DE LA TOTALIDAD DE SUS SERVICIOS DE MODO QUE SU USO REAL EN UNA UBICACIÓN QUEDA POR DEBAJO DE CUALQUIER CARGO MENSUAL MÍNIMO (“MMC”, por su sigla en inglés) O TARIFA MENSUAL MÍNIMA (“MMF”, por su sigla en inglés) PARA ESA UBICACIÓN, ENTONCES USTED ACUERDA

PAGAR UN MONTO IGUAL AL MMC O MMF POR CADA MES RESTANTE EN EL TÉRMINO ACTUAL.

(“DAÑOS LIQUIDADOS”)

Usted acepta que, en caso de terminación por parte de usted, el daño real sufrido por Windstream es difícil de precisar, y que el cargo por terminación temprana representa daños liquidados y no una penalidad y es una estimación razonable de la reducción en el valor de este Acuerdo que nosotros sostendremos.

Acuerdos Mes a Mes

Si en la Orden de Servicio no se especifica o identifica un plazo de duración específico o si no fue requerido que usted se comprometa a un periodo fijo, entonces el periodo será, por defecto, mes a mes, y usted o nosotros podremos finalizarlo dando notificación al otro al menos treinta (30) días antes de la fecha efectiva de terminación. Usted tiene la obligación de realizar el pago de todos los cargos pendientes de todos los Servicios que usted utilizó y Equipo que haya comprado de nosotros en forma previa a la terminación. Si usted termina el Servicio antes del último día de su ciclo de facturación, se le facturará el último mes por completo sin prorrateo o crédito.

Servicios Combinados o en paquete

Algunos planes podrán ofrecer un descuento, si usted se inscribe a paquetes de Servicios o servicios combinados (“Bundled Services”, en inglés) y podrán requerir comprometerse por un periodo dado. Si usted se inscribe a paquetes de Servicios, entonces usted acuerda mantener el paquete de Servicios durante el periodo aplicable. Si usted recibe paquetes de Servicios, y usted luego los divide, termina o desconecta cualquiera de estos Servicios, o si nosotros desconectamos cualquiera de los Servicios, entonces podremos ajustar los precios del Servicio o los Servicios restantes a su precio actual vigente.

Cambios de ubicación

Un cambio en su dirección de servicio o en la ubicación en la que se le provee cualquiera de los Servicios podrá constituir, a discreción exclusivamente nuestra, la terminación de los Servicios o resultar en un aumento en los precios que usted debe pagar por los Servicios.

Cambio a Otro Operador.

Podríamos considerar una solicitud para transferir sus números como una solicitud de terminación de su Acuerdo. Si decide transferir menos de la cantidad total de sus números, o deja algún Servicio conectado, seguiremos facturándole los números y/o Servicios que sigan conectados.

  1. Terminación por Parte de Nosotros

El aprovisionamiento del Servicio está sujeto a la disponibilidad del equipo e instalaciones requeridos. Nosotros podremos limitar, interrumpir, suspender, terminar o rechazar proveer un Servicio si: (a) usted no honra cualquier disposición de este Acuerdo; (b) usted utiliza un Servicio en una manera adversa que afecta a la red de Windstream o a otros clientes, usted ha utilizado un Servicio de forma fraudulenta o ilegal o se sospecha que lo haya hecho, o en caso de una situación o acontecimiento que lleve a Windstream a considerar razonable que la suspensión o terminación de los Servicios es necesaria para proteger a sus empleados Windstream o a los demás clientes de Windstream de un riesgo inminente de tipo operacional, físico, financiero o de seguridad, en cuyo caso Windstream dará notificación anticipada de ser posible; (c) usted modifica su teléfono o cualquier software contenido en este, de las especificaciones originales del fabricante, incluyendo para el propósito de acceder servicios que no sean de Windstream; (d) usted utiliza un Servicio de manera excesiva o que no sea razonable en comparación a los patrones de uso predominantes de otros clientes, en un plan de servicio similar, en su área geográfica (podremos también implementar cargos o cambiarlo al plan tarifario apropiado correspondiente a dicho uso); (e) usted revende cualquier Servicio; (f) por cualquier otra razón establecida en las listas relevantes de precios y tarifas o términos y condiciones; (g) usted no paga cualquier monto adeudado a nosotros o facturado por nosotros a nombre de otros, incluyendo montos en disputa que Windstream determine sean cargos válidos en su factura y cualquier depósito o pagos anticipados que Windstream pueda requerir; (h) si las instalaciones o propiedades asociadas con la provisión de los Servicios han sido condenadas, clausuradas o prohibidas por el gobierno de cualquier manera; (i) usted no ha adquirido y mantenido el derecho de paso o acceso a la propiedad necesarios para la instalación o mantenimiento de los Servicios; (j) usted es insolvente, ha hecho una sesión en beneficio de créditos, o se ha declarado en quiebra o bancarrota, o se ha hecho una petición de declaración de quiebra o bancarrota en contra de usted; o (k) si nosotros determinamos a nuestro criterio exclusivo que las instalaciones no son técnicamente o económicamente factibles, incluyendo el caso de que las instalaciones de cobre o fibra ya no estén disponibles para Windstream a precios razonables o no estén disponibles por cualquier motivo, incluyendo, pero no limitado a, cambios regulatorios o cierre de plantas de cobre conforme las reglas de la FCC; o (l) usted realiza llamadas molestas e indeseadas, simula ser otra persona, utiliza lenguaje obsceno o profano o demuestra conducta que pueda considerarse abuso o acoso verbal o físico cuando interactúe con representantes de Windstream, Windstream puede, a su entera discreción, pero no está obligado a recibir un aviso o advertencia por escrito o verbal; o (m) usted incumple con cualquier ley, o reglamento, incluyendo, pero no limitándose a cualquier reglamento aplicable y no soluciona dicha falla de cumplimiento dentro de los diez (10) días de haber recibido la notificación de Windstream. A discreción propia, podremos restablecer tales Servicios interrumpidos o terminados una vez usted corrija la infracción y pague cualquier monto adeudado (incluyendo cargos por restauración según nuestra evaluación por restauración de su Servicio). Windstream se reserva el derecho de eliminar su cuenta de correo electrónico de windstream.net sin previo aviso, si esta quedase en desuso por ciento ochenta (180) días consecutivos. Los contenidos de la cuenta de correo electrónico serán irrecuperables una vez la cuenta haya sido eliminada.

  1. Identificadores Personales.

Nosotros asignamos números telefónicos, direcciones de correo electrónico, direcciones IP, y otros identificadores personales en conexión con los Servicios. Usted no tiene derecho propietario sobre ninguno de estos identificadores y nos reservamos el derecho de cambiarlos, en cuyo caso se le notificará. En caso de que nosotros permitamos que usted transfiera un identificador personal a un tercero para obtener cualquier Servicio que le proveemos, nos reservamos el derecho, antes de dar curso a la solicitud de transferencia, de realizar un cargo por la transferencia y colectar/cobrar cualquier monto adeudado por los Servicios.

  1. Facturas en Disputa

Usted debe revisar su factura en forma detalladamente y oportuna. Para disputar una factura, usted debe cumplir con las resoluciones de disputa en la Sección 10 y presentar su disputa, por escrito, dentro de un plazo de 60 días después de la fecha indicada en su factura. Usted debe pagar cualquier porción no disputada mientras su disputa es investigada. Usted acepta todos los cargos en su factura que no hayan sido disputados dentro de 60 días y se obliga a pagar dichos cargos.

  1. Resolución de Disputas

 POR FAVOR LEA ESTO CUIDADOSAMENTE YA QUE AFECTA SUS DERECHOS.

Al utilizar los Servicios de Windstream y al aceptar los presentes Términos, usted se compromete a los siguientes procedimientos de resolución de disputas. Usted y Windstream acuerdan renunciar a un juicio por jurados en una corte o tribunal de jurisdicción general y a cualquier derecho de participar en una demanda colectiva en relación con una disputa, según la definición especificada abajo. Específicamente, usted y Windstream acuerdan renunciar a cualquier derecho de dar curso a una disputa mediante la unión de una reclamación disputada a la reclamación disputada de cualquier otra persona o entidad o de resolver una reclamación disputada en capacidad representativa actuando de parte de cualquier otra persona en cualquier demanda legal, arbitraje u otros procedimientos.

Si usted tiene una disputa con Windstream, usted debe notificar al departamento de Atención al Cliente (Customer Care Department) de Windstream al número indicado en su factura. Si este departamento no es capaz de resolver su disputa, usted debe enviarnos su disputa por escrito, a la siguiente dirección: Windstream Communications, LLC, 1720 Galleria Boulevard, Charlotte, NC 28270, Attn: Executive Customer Relations. Usted debe describir su disputa y brindarnos suficiente detalle con el fin de permitirnos entenderla y enviar cualquier documentación de soporte junto a su disputa escrita.

Visite https://www.windstream.com/about/legal/Legal-Notices para tener acceso a un formulario que usted puede, aunque no es requerido, utilizar para enviarnos su disputa por escrito. Si nosotros tenemos una disputa con usted, nosotros le enviaremos una notificación escrita a su dirección de facturación para intentar resolver la disputa. Usted y Windstream acuerdan que una disputa es cualquier reclamación o controversia relacionada de cualquier manera a los Servicios de Windstream, incluyendo cargos por Servicios, Equipos, Orden(es) de Servicio, o nuestro acuerdo conforme a los presentes Términos o cualesquier otros acuerdos, sea la disputa por agravio, contrato, estatuto o cualquier otra teoría legal; o sea la disputa bajo este o cualquier otro acuerdo con nosotros o surja esta después de la terminación de sus servicios Windstream.

Para fines de esta sección referente a Resolución de Disputas, la referencias a “Windstream” y “nosotros” incluyen nuestras subsidiarias, afiliados, agentes, empleados, predecesores en interés, sucesores y cesionarios.

Si usted y Windstream no pueden resolver la disputa después de 60 días de la fecha de recibimiento de la disputa escrita, usted acuerda que usted o Windstream resolverán la disputa únicamente mediante una de dos maneras posibles: (1) recurriendo una corte de reclamos menores o corte equivalente, si es apropiado, bajo la normativa aplicable de la corte, en la ciudad o condado correspondiente a la dirección de facturación que figura en su factura; si la corte de reclamos menores o corte equivalente no posibilita la resolución declarativa entonces la acción debe ser llevada ante una corte que sí lo posibilite o (2) por arbitraje. Adicionalmente, si los montos de la controversia exceden los límites de los reclamos menores en la jurisdicción en que surja la disputa, Windstream podrá buscar resolución declarativa en una corte con jurisdicción sobre cobranzas. Esta sección no le prohíbe enviar cualquier caso o demanda que usted tenga con Windstream a cualquier agencia gubernamental o comisión de servicio público federal, estatal o local que pueda buscar compensación de Windstream de parte suya. Si la disputa es acerca de los cargos por Servicios, usted acuerda que, si usted no busca compensación en un tribunal o corte de reclamos menores o tribunal o corte equivalente o por arbitraje pasados el periodo de disputa de 60 días, entonces usted comenzará inmediatamente a pagar el monto disputado que Windstream determine válido, además de cualquier otro cargo que no haya sido pagado durante el periodo de disputa de 60 días, o Windstream podrá terminar los Servicios.

Arbitraje

Usted y Windstream acuerdan, específicamente, resolver definitivamente todas las disputas no ingresadas en cortes de reclamos menores mediante arbitraje, mismo que será definitivo y vinculante, de cumplimiento obligatorio para ambos, usted y Windstream, sujeto a cualesquier excepciones requeridas por la ley. Este acuerdo evidencia una transacción en comercio interestatal y, siendo así, la Ley Federal de Arbitraje (“Federal Arbitration Act”, en inglés) prevalecerá en la interpretación e imposición de esta provisión. Esta provisión emanada del arbitraje trascenderá en tiempo a la terminación del presente Acuerdo.

Las siguientes provisiones se aplican al arbitraje:

  1. Si usted tiene la intención de recurrir a arbitraje después del vencimiento del periodo de disputa de 60 días mencionado arriba, primero usted debe presentar una reclamación ante JAMS. Visite https://www.windstream.com/about/legal/Legal-Notices para acceder a un formulario que usted puede, aunque no es un requerimiento, usar para este fin. La reclamación debe incluir: (a) su número de cuenta; (b) los servicios (si los hay) a los que se refiere su reclamación; (c) una descripción de la naturaleza y la base de la reclamación o disputa; (d) una breve descripción de los esfuerzos previos para resolver la disputa; (e) una explicación de la reparación específica solicitada y la base de los cálculos; (f) toda la documentación de soporte; y (g) si ha contratado a un abogado, su declaración firmada autorizando a Windstream a revelar los registros confidenciales de su cuenta a su abogado, si es necesario para resolver su reclamación.  La reclamación debe estar firmada y debe enviarse una copia de la reclamación y un comprobante de pago de la tasa de presentación, así como una copia del cheque o giro postal, a Windstream en 4001 Rodney Parham Rd., Little Rock, AR 72212, Mailstop B1F03-53A, Attn: Legal Department. A menos que el cliente solicite específicamente lo contrario, el grupo Ejecutivo de Relaciones con el Cliente (“Executive Customer Relations”, en inglés), podrá ponerse en contacto con el cliente, aunque esté representado por un abogado.
  2. Durante el arbitraje, el monto de cualquier oferta de arreglo económico hecho por Windstream o usted no será divulgado al árbitro hasta después de que el árbitro determine el monto, si existiese, al que usted o Windstream tiene derecho.
  3. Una vez Windstream reciba notificación de que usted ha dado inicio al arbitraje, le reembolsará por su pago de la tarifa de presentación, a menos que su reclamación sea por un monto mayor a $75,000. El arbitraje será regulado y determinado por las Reglas y Procedimientos de Arbitraje Integral (“Comprehensive Arbitration Rules and Procedures”, en inglés) de JAMS (“Reglas de JAMS”), como establecido en este acuerdo y será administrado por JAMS. Las Reglas de JAMS están disponibles en línea en www.jamsadr.org, o llamando a JAMS al 1-800-352-5267(JAMS). El árbitro será regulado por los términos del presente acuerdo. El árbitro decidirá sobre todos los temas, excepto los temas relacionados al alcance y obligatoriedad de la disposición de arbitraje sobre los cuales la corte deberá decidir. A menos que Windstream y usted acuerden lo contrario, cualquier audiencia de arbitraje se llevará a cabo en el condado (o parroquia) de su dirección de facturación. Si su reclamación es de $10,000 o menos, nosotros acordaremos que usted podrá elegir si el arbitraje será llevado a cabo únicamente en base a documentos enviados al árbitro, a través de una audiencia telefónica, o en una audiencia en persona según establecido por las Reglas de JAMS. Mas allá de la modalidad en que se lleve a cabo el arbitraje, el árbitro deberá emitir una decisión razonada por escrito que explique suficientemente las averiguaciones esenciales y conclusiones en que se basó su decisión.
  4. Para demandas que no sean sin bases legales y que no excedan $75,000, Windstream pagará todos los costos de presentación ante JAMS, tarifas administrativas o del árbitro, para cualquier arbitraje iniciado de acuerdo con los requerimientos mencionados arriba. Sin embargo, si el árbitro, determina que la sustancia de su reclamación o la compensación buscada en la Demanda sin bases legales o iniciadas por un propósito inadecuado (“improper purpose” en inglés, de acuerdo a los estándares establecidos en el Código Federal de Procedimiento Civil, “Federal Rule of Civil Procedures”, en inglés 11(b)) entonces el pago de todos estos costos será determinado por las Reglas de JAMS. En dicho caso, usted se compromete a reembolsar a Windstream por todos los montos desembolsados por la empresa cuyo pago pasará a ser obligación de usted conforme las reglas de JAMS. Adicionalmente, si usted inicia un arbitraje en que busca más de $75,000 en daños, el pago de estos costos será determinado por las reglas de JAMS. Usted tendrá derecho a recibir gastos legales de Windstream al menos en la misma medida en que tendría derecho en la corte. Si Windstream da inicio al arbitraje, la empresa pagará esos costos independientemente del monto de su reclamación.
  5. Si, después de fallar a favor suyo en cualquier respecto relativo a los méritos de su reclamación, el árbitro, le otorga una compensación mayor que el valor de la última oferta de arreglo escrita hecha por Windstream antes de que un árbitro haya sido seleccionado, en ese caso Windstream deberá pagar el monto mayor de la compensación o $5,000 (“el pago alternativo”), cualquiera de los dos sea mayor. Si Windstream no hizo una oferta por escrito para arreglar la disputa, usted tendrá el derecho a recibir este pago alternativo si el árbitro le otorga cualquier compensación sobre los méritos. Si usted aun es cliente de Windstream cuando el fallo del árbitro es emitido, entonces Windstream, a discreción propia, puede pagar el pago alternativo emitiendo un crédito por servicios en la cuenta del Cliente.
  6. Si usted tiene derecho al pago alternativo, entonces Windstream también pagará su abogado, si existiese, los honorarios de su abogado, y reembolsará cualesquier gastos razonables que su abogado haya efectuado en el curso de investigar, preparar y llevar a cabo su reclamación en el arbitraje (la “prima” del abogado) Si este derecho no fuese aplicable a usted, Windstream le reembolsará por gastos de representación legal y demás gastos razonables si fuere requerido hacerlo bajo la ley vigente. Sin embargo, usted no podrá recibir ambos, la prima del abogado y una adjudicación de honorarios por gastos legales bajo un estatuto.
  7. El árbitro podrá emitir fallos y resolver disputas referentes al pago y reembolso de tasas, gastos, el pago alternativo y la prima del abogado en cualquier momento durante el procedimiento y por solicitud de cualquier parte hecha dentro de catorce (14) días del fallo del árbitro sobre los méritos. Sin embargo, usted no podrá recuperar las indemnizaciones por duplicado de honorarios o costos de abogados.
  8. Si el árbitro no solo falla en contra de usted, pero adicionalmente falla en sentido de que ya sea la sustancia de su reclamación o la compensación que usted solicitó en su Demanda fue frívola o iniciada por una causa impropia (de acuerdo a los estándares establecidos en el Código Federal de Procedimiento Civil, (“Federal Rule of Civil Procedures” en inglés 11(b)), entonces la responsabilidad por los costos del arbitraje será determinada por las reglas de JAMS. Para casos frívolos en los cuales su demanda sea de $10,000 o menos, su porción de los costos está actualmente limitada a $200, aunque JAMS podría cambiar ese monto. Si el árbitro alcanza su determinación, podrá usted ser responsabilizado de reembolsar a Windstream por el pago de su porción (la de usted) de los costos de arbitraje.
  9. El árbitro podrá otorgar una medida cautelar o declaratoria únicamente en favor de la parte individual que busca la compensación y únicamente en la medida necesaria para brindar la compensación solicitada por la reclamación individual de esa parte. USTED Y WINDSTREAM ACUERDAN QUE CADA UNO PODRÁ INICIAR RECLAMACIONES CONTRA EL OTRO ÚNICAMENTE EN CAPACIDAD INDIVIDUAL Y NO COMO DEMANDANTE O MIEMBRO DE CLASE O GRUPO EN NINGÚN PROCEDIMIENTO REPRESENTATIVO O DE CLASE SUPUESTO. Adicionalmente, a menos que usted y Windstream acuerden lo contrario, el árbitro no podrá consolidar la reclamación de más de una persona y no podrá, de otra manera, presidir sobre ningún procedimiento representativo o de clase. Si esta provisión especifica fuere inaplicable, en ese caso la totalidad de esta provisión de arbitraje será nula.
  10. Confidencialidad: Cualquier arbitraje deberá mantenerse confidencial. Durante el arbitraje, el monto de cualquier oferta de arreglo hecha por Windstream o por usted no podrá ser revelado al árbitro hasta después de que él determine el monto, si existiese, al que usted o Windstream tiene derecho. Ni usted ni Windstream podrán revelar la existencia, contenido o resultado de ningún arbitraje o laudo, excepto bajo requerimiento legal o para confirmar o hacer cumplir un laudo.
  11. Aviso a Clientes de California: Los clientes de California pueden solicitar medidas cautelares públicas mediante arbitraje en caso de que, y únicamente en la medida, provista por la ley de California (si fuere aplicable) y, en caso de que las provisiones de esta Sección 10 fueren inaplicables a pesar de la excepción anterior, dichos Clientes de California podrán solicitar medidas cautelares públicas a través de los tribunales únicamente después de que las reclamaciones individuales sean totalmente resueltas en el arbitraje. Lo anterior no se aplicará a Clientes en ningún otro estado.
  12. Excepciones: Ninguno de los contenidos de esta Sección impedirá que Windstream emita avisos, incluyendo: avisos de eliminación por supuesta infracción de marca registrada o derecho de autor acorde a la Ley de Derechos de Autor de la Época Digital (“Digital Millennium Copyright Act”, en inglés); o terminación de Servicio acorde a la Política de Uso Aceptable (“Acceptable Use Policy”, en inglés) por abuso por parte suya de nuestros Servicios de acceso a Internet. Ninguno de los contenidos de esta Sección prohibirá a Windstream interponer una demanda en una corte de jurisdicción general para recuperar montos pendientes impagos adeudados por Servicios o Equipos, o cualquier otro cargo adeudado en su cuenta por el robo de cualquiera de los Servicios o Equipos por parte de usted. La presente Sección 10 cumple la finalidad de resolver disputas entre nosotros y usted y no de recuperar deudas que usted pueda tener con Windstream.
  13. Limitación de Responsabilidad: La presente Sección 10 está sujeta a la Sección sobre Limitación de Responsabilidad en los presentes Términos y Condiciones.

14.Periodo de Limitaciones: Cualquier disputa escrita puede ser interpuesta por usted o Windstream dentro de un plazo de dos (2) años después de la fecha en que la base de la reclamación o disputa emerja.

  1. Equipo de Propiedad de la Empresa Proveído

Cualquier equipo instalado por nosotros en su ubicación, que no sea el sujeto de una venta o arrendamiento a usted (como pueden ser las tarjetas de interfaz CSU/DSU, banco de canales, router, si fuese aplicable) permanecerán bajo nuestra propiedad en todo momento. Deberán mantenerse en buenas condiciones, salvo el desgaste normal. Si no tenemos acceso a su ubicación dentro de treinta (30) días después de la terminación de los Servicios, usted deberá reembolsarnos por el precio total de compra del equipo al igual que por honorarios legales y demás costos. Usted es responsable por todas las medidas de seguridad sobre los Servicios, incluyendo, pero no limitado a, acceso a códigos de autorización o cifrado (“encryption codes” en inglés) que usted considere necesario o requiera. Una vez el Equipo le es entregado a usted, usted se responsabiliza por el riesgo de su pérdida.

  1. Desconexión del Operador Actual; Construcción Especial; Cargos de Terceros

Usted es exclusivamente responsable por desconectar los Servicios con su operador/proveedor de servicios actual y nosotros no somos responsables por ningún cargo evaluado en contra de usted por parte de dicho operador/proveedor.  Usted deberá pagar todos los cargos en caso de que nosotros o un tercero deba extender el punto de demarcación, llevar a cabo construcción especial, o instalación no-rutinaria para usted. A menos que nosotros específicamente acordemos – por escrito – asumir el trabajo de instalación y mantenimiento, usted es responsable por todos los cargos evaluados por su proveedor de sistema telefónico y otros terceros en conexión con los Servicios, y nosotros no tendremos responsabilidad por el mantenimiento o reparación de estos.

  1. Acceso a Servicios de Terceros

Usted acepta que la línea telefónica, en que están activados sus Servicios, no puede ser utilizada para acceder a ningún servicio de terceros que sea equivalente a Servicios que nosotros proveemos o que podemos hacer disponibles, aun en el caso de que usted haya elegido no comprar tales Servicios que nosotros ofrecemos. Su línea telefónica contiene programación diseñada para permitir acceso a nuestros servicios únicamente. Usted no debe usar ningún recurso o método manual o electrónico para esquivar cualquier restricción colocada en su teléfono a modo de modificar, sin autorización, cualquier programación suministrada por nosotros.

  1. Acceso e Instalación; Reparación y Mantenimiento.

Usted acepta la responsabilidad de adquirir y mantener el derecho de paso necesario para permitir la instalación y mantenimiento de los Servicios. No adquirir y mantener el derecho de paso necesario podría resultar en retraso de la instalación o terminación de los Servicios de Windstream. Una vez le notifiquemos, podremos llevar a cabo pruebas e inspecciones para determinar si usted está cumpliendo con los requerimientos de estos términos o para llevar a cabo mantenimiento rutinario o de emergencia del equipo e instalaciones. Nosotros podremos adoptar acciones para proteger nuestras instalaciones y equipos. Nosotros podremos sustituir, cambiar o reordenar cualquier Equipo o instalación en cualquier momento. Nosotros podremos limitar o asignar el uso de instalaciones existentes, cuando sea necesario, debido a la falta de instalaciones u otras causas o circunstancias fuera de nuestro control razonable.

  1. Privacidad e Información sobre la Red de Propiedad del Cliente.

Usted nos autoriza a monitorear y grabar comunicaciones, de usted a nosotros, sobre su cuenta o los Servicios, para propósitos de control de calidad. Para órdenes en línea, podremos implementar procedimientos razonables, incluyendo, pero no limitado a, la validación de la información brindada por usted o restringir la cantidad de compras de Servicios en línea. Nos reservamos el derecho de cancelar o rechazar órdenes en línea en cualquier momento por motivos de seguridad o privacidad.

Para proveerle Servicios, nosotros mantenemos cierta información de red de propiedad del cliente (“CPNI” por su sigla en inglés). CPNI incluye información relacionada a la cantidad, configuración técnica, tipo, destino, localización y volumen de uso de cualquier servicio de telecomunicación que nosotros le proveemos, la cual obtenemos en virtud de la relación de operador-cliente entre usted y nosotros. CPNI también incluye información contenida en su factura. Nos reservamos el derecho de utilizar y compartir su CPNI sin su consentimiento por los siguientes propósitos:

  • Para proteger nuestros derechos o propiedad, o aquellos de otros clientes u operadores, del uso o suscripción fraudulenta, abusiva o ilegal de/a los Servicios que usted recibe de nosotros;
  • Para iniciar, prestar, facturar y cobrar sus Servicios;
  • Para proveer información, telemarketing, referencias o servicios administrativos a usted, cuando nos llame, si usted nos lo permite;
  • Para brindar información sobre la localización de llamadas del usuario de un Servicio móvil inalámbrico a ciertos terceros en una situación de emergencia.
  • Para brindar información requerida por las autoridades policiales o a terceros conforme una citación u otro método de solicitud de información. Nosotros no le notificaremos de ninguna citación u orden administrativa o judicial relacionada a su cuenta, dirección IP, información sobre contactos, o uso de Servicios a menos que la ley así lo requiera.

Si usted no desea que le facilitemos su información a otras entidades de Windstream, por favor notifíquenos llamando a Soporte Residencial (“Residential Support”, en inglés) al 800-347-1991 o a Soporte Empresarial (“Business Support”, en inglés) al 800-843-9214.

Cuando usted vea la información de su cuenta o busque comprar Servicios en línea, usted acepta que nosotros podremos exhibir su CPNI en línea, después de la verificación apropiada por parte de usted, para llenar órdenes o permitirle a usted hacer cambios a su cuenta. 

  1. Robo y Fraude.

Usted acuerda mantener la confidencialidad de todas las contraseñas (“passwords”, en inglés), nombres de usuario (“member ID’s”, en inglés) direcciones IP, y nombres de computadoras. Si sus Servicios fueran perdidos, robados o utilizados de forma fraudulenta, usted es responsable por todo el uso incurrido antes de que nosotros recibamos notificación suya sobre la pérdida o robo. Si nosotros decidimos iniciar una investigación o enjuiciamiento de la pérdida o robo, usted se compromete a cooperar en la investigación de fraude o robo, y proporcionarnos la información y documentación que podamos requerir (incluyendo declaraciones juradas y reportes policiales).

  1. Limitación de Responsabilidad

PARA FINES DE ESTA SECCIÓN Y LA SECCIÓN DESCARGO DE RESPONSABILIDAD DE GARANTÍAS Y LÍNEAS CRITICAS/DE EMERGENCIA, “NUESTRO”, “NUESTROS” O “NOSOTROS” INCLUYE A LOS OFICIALES, DIRECTORES, ACCIONISTAS, EMPLEADOS, AGENTES, SUBCONTRATISTAS, PROVEEDORES, VENDEDORES Y CUALQUIER ENTIDAD CUYOS SERVICIOS LA EMPRESA REVENDA. BAJO NINGUNA CIRCUNSTANCIA, SEREMOS RESPONSABLES POR: CUALQUIER ACCIDENTE O LESIÓN CAUSADA POR LOS SERVICIOS; NINGÚN DAÑO O PERDIDA RESULTANTE DE LA INSTALACIÓN, MANTENIMIENTO O REMOCIÓN DE LOS SERVICIOS; NINGÚN DAÑO INCIDENTAL, ESPECIAL O CONSECUENTE (COMO GANANCIAS PERDIDAS, OPORTUNIDADES DE NEGOCIOS PERDIDAS, INTERRUPCIÓN DEL NEGOCIO Y PÉRDIDA DE DATOS DEL NEGOCIO); NINGÚN DAÑO PUNITIVO O DAÑOS EJEMPLARES; EL COSTO DE SERVICIO ALTERNATIVO; O POR NINGUNA INTERRUPCIÓN DE SERVICIO, RETRASO O IMPOSIBILIDAD DE DESEMPEÑARSE BAJO ESTE ACUERDO DEBIDO A CAUSAS FUERA DE NUESTRO CONTROL RAZONABLE. TALES CAUSAS INCLUYEN, PERO NO ESTÁN LIMITADAS A, HUELGAS, BLOQUEOS, OTRAS FORMAS DE AGITACIÓN LABORAL, DESASTRES NATURALES, CASOS FORTUITOS (“ACTS OF GOD”, EN INGLÉS), CORTES DE CABLE, O RETRASOS DE OPERADOR COMUNES. USTED ACUERDA QUE EL PRECIO DE LOS SERVICIOS REFLEJA LA INTENCIÓN SUYA Y NUESTRA DE LIMITAR NUESTRA RESPONSABILIDAD COMO PROVISTO MEDIANTE EL PRESENTE DOCUMENTO.

 

  1. Servicios de Datos

USTED RECONOCE QUE EL INTERNET ES UN AMBIENTE VOLÁTIL Y QUE NOSOTROS NO TENEMOS RESPONSABILIDAD SOBRE INFORMACIÓN CONFIDENCIAL ALMACENADA O QUE VIAJE A TRAVÉS DE NUESTRA RED. USTED DEBE TOMAR TODAS LAS PRECAUCIONES PARA ASEGURAR Y PROTEGER INFORMACIÓN CONFIDENCIAL, INCLUYENDO EL CIFRADO

(“ENCRYPTING”, EN INGLÉS), SI USTED LO CONSIDERA NECESARIO.

  1. Descargo de Responsabilidad de Garantías

LOS SERVICIOS SERÁN PROVEÍDOS EN SU CONDICIÓN PRESENTE (“AS-IS”, EN INGLÉS), Y SON SUJETOS A DISPONIBILIDAD, SIN GARANTÍAS DE NINGÚN TIPO, EXPRESAS O IMPLÍCITAS, INCLUYENDO, PERO NO LIMITADO A: GARANTÍAS DE TITULARIDAD O NO INFRACCIÓN; GARANTÍAS IMPLÍCITAS DE COMERCIABILIDAD O APTITUD PARA UN FIN PARTICULAR; GARANTÍAS QUE SURJAN DEL TRANSCURSO DE COMERCIALIZACIÓN, TRATO, O DEL TRANSCURSO DEL DESEMPEÑO; CUALQUIER GARANTÍA DE QUE LOS SERVICIOS EQUIVALDRÁN A LOS REQUERIMIENTOS DEL CLIENTE; O CUALQUIER GARANTÍA SOBRE LA CALIDAD, CONTENIDO, PRECISIÓN O VALIDEZ DE LA INFORMACIÓN O DATOS QUE RESIDAN O QUE PASEN POR O A TRAVÉS DE LA RED. TODAS LAS PRESENTES GARANTÍAS SON RECHAZADAS MEDIANTE EL PRESENTE DOCUMENTO. SIN PERJUICIO DE LO ANTERIOR, LAS VELOCIDADES DE BANDA ANCHA, LA CALIDAD DE LA TRANSMISIÓN, LA SEGURIDAD O CONFIABILIDAD DE LA RED Y LA PRECISIÓN DE CUALQUIER LISTA DE DIRECTORIOS NO QUEDAN GARANTIZADAS. NINGUNA ASESORÍA O INFORMACIÓN ORAL O ESCRITA POR PARTE DE LOS EMPLEADOS, AGENTES O CONTRATISTAS DE LA EMPRESA GENERARÁ UNA GARANTÍA Y EL CLIENTE NO DEBE BASARSE EN ESA INFORMACIÓN. WINDSTREAM NO GARANTIZA QUE SU SERVICIO PUEDA O SERÁ INSTALADO HASTA UNA FECHA EN PARTICULAR. CUALQUIER FECHA DE INSTALACIÓN PROVEÍDA ES TAN SOLO UNA ESTIMACIÓN.

  1. Indemnización

Usted acepta indemnizar y eximir de culpa a Windstream, sus subsidiarias, afiliados, oficiales, agentes, marcas compartidas, licenciatarios u otros socios, así como a sus empleados de cualquier demanda, incluyendo aquellas por gastos legales o hechas por cualesquier terceros debido a o que surjan de: contenido que usted envíe, publique, transmita o haga disponible de otra manera a través del Servicio, su uso del Servicio, su conexión al Servicio, su violación de este Acuerdo, incluyendo, sin limitación, la Política de Uso Aceptable, o su violación de cualquier derecho de otros.

Usted reconoce su responsabilidad por el uso del Servicio en su totalidad, mediante su cuenta

(incluyendo el uso de subcuentas), y que este Acuerdo (incluyendo, sin limitación, la Política de Uso Aceptable y Política de Privacidad, y sus enmiendas ocasionales) se aplica a todos y cualquier uso de su cuenta. Usted se compromete a respetar estos términos, y usted acuerda defender, mantener indemne, e indemnizar a Windstream de y contra toda y cualquier demanda que surja del uso de esta cuenta y cualesquier subcuentas, ya sea que dicho uso sea expresamente autorizado por usted o no.

  1. Líneas Críticas/de Emergencia

EL CLIENTE ACEPTA QUE CIERTOS SERVICIOS PUEDEN NO BRINDAR ACCESO AL 911, O NO TRANSMITIR LA UBICACIÓN O EXTENSIÓN, SI EL CLIENTE INTENTA ACCEDER A 911 EN UNA EMERGENCIA. Si sus Servicios de voz son proveídos mediante una conexión a internet (por ejemplo, voz a través de protocolo de Internet (VoIP), Centrex, y PBX (“Private Branch Exchange”, en inglés), dichos Servicios son diferentes de los servicios de voz tradicionales y requieren ambos energía eléctrica y funcionalidad de banda ancha. Los servicios no funcionarán si hay un corte de energía eléctrica, si hay una disrupción en la conexión de banda ancha, si la red está congestionada o si su cuenta ha sido suspendida. Usted reconoce expresamente que en dichas instancias Usted o cualquier otra persona usando Sus Servicios no podrá hacer o recibir llamadas incluyendo llamadas de emergencia a servicios de 911 y que las comunicaciones entre un sistema de seguridad para el hogar y el servicio de monitoreo de seguridad para el hogar no funcionarán. Windstream recomienda en forma enfática que usted mantenga medios alternativos para acceder a servicios de 911 y que usted adquiera una batería de respaldo para su uso con sus Servicios durante cortes de energía eléctrica. Usted puede acceder a más información en windstream.com.

  1. Cambios a los presentes Términos y Condiciones

Nos reservamos el derecho de realizar cambios a los presentes Términos y Condiciones, incluyendo cualquier cambio en cobros o tasas, así como la imposición de un nuevo cobro o tasa, en cualquier momento, si le notificamos del cambio. En el caso de realizar un cambio a los presentes Términos y Condiciones que sea de tipo material, y usted no desee aceptar dicho cambio material, podrá usted terminar el Servicio afectado notificándonos con un plazo de 30 días, en cuyo caso usted no será sujeto al cobro por terminación temprana. Usted, sin embargo, aún será responsable por todos los cargos por Servicios proveídos previamente a la terminación de su Acuerdo, por parte suya. Un cambio material es ÚNICAMENTE un cambio que (a) termine o sustancialmente reduzca la disponibilidad de un Servicio para usted o (b) resulte en el aumento de cualquier cargo por más del 10% del cargo de acceso mensual por dicho Servicio. Cambios materiales en su Servicio no incluyen el aumento o imposición de (1) cualquier cargo que, en forma requerida, sea recolectado por cualquier autoridad gubernamental (como impuestos o recargos) o (2) cualquier cargo no prohibido por cualquier autoridad gubernamental cuyo fin sea recuperar nuestros gastos incurridos en el cumplimiento de un requerimiento gubernamental.

  1. Ley Vigente

Su Acuerdo y nuestra provisión de Servicios a usted están sujetos a (a) las leyes del estado identificado en la dirección de facturación que usted nos ha provisto y (b) cualesquier leyes federales vigentes, incluyendo, pero no limitado a, la Ley Federal de Arbitraje 9 U.S.C. § 1 y otros. En caso de inconsistencias o diferencias entre cualquier requisito gubernamental y los presentes Términos en referencia a la provisión de un Servicio que sea sujeto al requisito gubernamental, las provisiones del requisito gubernamental se aplicarán en la medida necesaria para evitar la inconsistencia.

  1. Asignación

Nos reservamos el derecho de asignar el presente Acuerdo a otra entidad sin necesidad de notificar al cliente o de su consentimiento. El cliente no puede asignar el presente Acuerdo sin nuestro consentimiento.

  1. Ausencia de Renuncia; Divisibilidad

Si no hacemos valer algún derecho o recurso disponible en virtud de este Acuerdo, esa omisión no constituye una renuncia. Si alguna parte de este Acuerdo se considera inválida o inaplicable, el resto del Acuerdo seguirá en vigor.

  1. Paquetes de Productos – Términos y Condiciones Específicos (en orden alfabético)

Las Descripciones de Productos, generalmente, pueden ser encontradas en https://www.windstream.com. Algunos Servicios pueden tener ciertos requerimientos (por ejemplo, Online Backup, Security Suite, y TechHelp). Por favor, lea la descripción del producto si necesita conocer más detalles.

  • Broadband Protection Plus (Protección de banda ancha Plus). Este Servicio incluye la cobertura de cableado de Protection Plus (ver abajo) y la instalación de la tarjeta de interfaz de red (“network interface card”, o NIC, en inglés). Para la instalación y remplazo de la NIC, el sistema debe ser Windows 2000 SP-4 o más alto. Con otros sistemas operativos, como Mac o Linux, nosotros únicamente cubriremos el equipo de remplazo en las instalaciones del cliente (CPE) y cableado/alambrado, pero no cubriremos instalación, software, o NIC. El modem de banda ancha (si proveído por nosotros) será remplazado, si sufre daños por sobrecarga eléctrica o por factores naturales (por ejemplo: tormentas eléctricas, inundaciones, etc.); por favor tome nota de que el remplazo gratuito de módems no está disponible para clientes que hayan adquirido Broadband Protection Plus el 1ero de diciembre de 2014 o posterior a esta fecha. Adicionalmente, los clientes que hayan comprado Broadband Protection Plus antes del 1 de Diciembre de 2014 y que deseen actualizar su modem deberán migrar al programa Windstream Modem Rental Program (ver abajo) y terminar su cobertura Broadband Protection Plus; para clientes que hayan comprado un paquete añadido antes del 1 de Diciembre de 2014 que incluya Broadband Protection Plus, el paquete será modificado para incluir Protection Plus (y no Broadband Protection Plus) al migrar al programa Windstream Modem Rental Program. Este producto NO cubre: a) redes domésticas (incluso si el Equipo ha sido comprado de nosotros); b) software LAN; c) garantías de ancho de banda o rendimiento; d) daños a ordenadores personales por virus; e) cableado no estándar; f) Hardware para ordenadores personales (excepto NIC); g) módems Cisco 827H y 827HI; h) mantenimiento de software y sistemas operativos; o i) tarjetas NIC integradas y tarjetas internas NIC en computadoras portátiles.
  • Cable TV. Los canales disponibles para el cliente como parte de cualquier paquete de programación a través de Windstream Cable TV están sujetos a cambio, y no se le garantiza al cliente ningún canal en específico o número de canales. Todos los precios, paquetes y programación están sujetos a disponibilidad en base a ubicación y a los acuerdos de Windstream con los proveedores de contenido y aprobación crediticia. Una tasa de activación de servicio de televisión podrá aplicarse. Impuestos y tasas, incluyendo tasas regulatorias de la FCC o tasas por franquicia podrán aplicarse. Algunas promociones podrán requerir programación mínima. Ciertas promociones tienen un término de compromiso opcional u obligatorio, y si el cliente cancela el Servicio antes del término de compromiso opcional u obligatorio, ciertas tasas por terminación o cancelación podrán aplicarse. En Algunos paquetes, el hardware y la programación se venden por separado. Otras restricciones podrán aplicarse. Términos y condiciones adicionales para televisión por Cable se encuentran en el Anexo 2, adjunto.
  • Dentro de 30 días de la suscripción, usted y Windstream acordarán las características, funciones y líneas mínimas y grupos específicos a ser provisionados. Los cargos se basan en las líneas mínimas acordadas. Nos reservamos el derecho de facturarle

(a usted) según tarifas horarias por toda programación, instalación u otro trabajo asociado con cualquier ajuste a características y funciones de la instalación inicial y cuando se hagan cambios posteriores.

  • DIRECTV. Kinetic by Windstream se asocia con DIRECTV para opciones de entretenimiento. Sujeto a contratos de arrendamiento de equipos y clientes. La programación, los precios, los términos y las condiciones están sujetos a cambios en cualquier momento.  Es posible que algunas ofertas no estén disponibles a través de todos los canales y en áreas seleccionadas. Visite https://www.att.com/legal/directv para obtener más detalles.
  • STREAMING DE DIRECTV. Servicio sujeto a los términos y condiciones de DIRECTV STREAM (ver directv.com/legal/). Requiere Internet de alta velocidad. Se recomienda una velocidad mínima de Internet de 8 Mbps por transmisión para una visualización óptima. Se requiere un dispositivo compatible. Solo para clientes residenciales de EE. UU. (excluye Puerto Rico y las Islas Vírgenes de los EE. UU.). Su servicio de streaming de Directv se renueva mensualmente a la tarifa vigente, con cargo a su método de pago registrado a menos que usted lo cancele. Los nuevos clientes que cancelen el servicio en los primeros 14 días recibirán un reembolso completo. De lo contrario, no hay reembolsos ni créditos por períodos parciales de meses o contenido no visto. Sin embargo, una vez que usted haya cancelado, puede acceder a DIRECTV STREAM durante el período mensual restante. Deportes regionales y canales locales: Deportes regionales disponibles con plan CHOICE y superiores. No disponible en áreas seleccionadas. Los canales varían según el paquete y la región de facturación. Es posible que el dispositivo deba estar en la región de facturación para poder verlo. Impuestos: Pueden aplicarse impuestos estatales y locales u otras tarifas y cargos gubernamentales, incluidos dichos impuestos, tarifas o cargos evaluados contra tarifas con descuento o créditos de servicio. Límites: Es posible que las ofertas no estén disponibles a través de todos los canales y en áreas seleccionadas. Programación sujeta a restricciones debido a apagones. Consulte www.directv.com/stream/ para obtener más información.
  • Enhanced, Premium y Ultra Premium. Los servicios de Internet Enhanced, Premium y Ultra Premium están sujetos a la Declaración de red de banda ancha y están disponibles en niveles de velocidad, con el rango de gama alta de un nivel que representa las capacidades de velocidad máxima anticipadas. Nos esforzamos por aprovisionar la línea hasta la velocidad máxima requerida para respaldar el Servicio calificado y suscrito, pero la velocidad y el rendimiento reales pueden variar en función de factores como la condición del cableado dentro de una ubicación específica; proximidad del cliente a los equipos que respaldan el servicio; configuración del equipo; congestión de la red o de Internet, particularmente durante las horas pico, muy generalmente definidas como 7p.m. – 11p.m. entre semana (las horas pico pueden variar según la ubicación del cliente); número de usuarios que intentan usar o utilizar el Servicio de Internet al mismo tiempo; y la velocidad del servidor de los sitios web a los que se accede. Los clientes que reciben estos Servicios deben experimentar velocidades dentro del nivel de velocidad seleccionado.
  • Fax to Email. (Fax a Email) Usted debe tener una dirección de correo electrónico (email) para enviar o recibir fax a través de este Servicio, sin embargo, el email no está incluido con este Servicio. Si usted excede el límite de su página por mes, un cargo mínimo por página será aplicado. El exceso se factura a $0.10/por página.
  • High-Speed Internet. (Internet de Alta Velocidad). Este Servicio está sujeto a la declaración “Broadband Network Statement”. Los clientes deben aceptar todos los términos de servicio antes de instalar y usar este Servicio. Las velocidades son sensibles a la distancia, y la disponibilidad por dirección puede variar. Los servicios pueden ser aprovisionados en un rango, incluyendo una velocidad mínima y una velocidad máxima. El rango exacto es divulgado al momento de la venta. Nos esforzamos para provisionar la máxima velocidad requerida para soportar el servicio calificado y suscrito, sin embargo, la velocidad y desempeño puede variar en base a factores como la condición del cableado dentro de una ubicación especifica; la proximidad del cliente al equipo que soporta el servicio; la configuración de la computadora; congestión de la red o del Internet, particularmente durante las horas pico definidas generalmente entre 7p.m y 11p.m. en los días de semana (las horas pico pueden varias dependiendo de la ubicación del cliente); el número de usuarios intentando usar o usando el Servicio de Internet de Alta Velocidad al mismo tiempo; y la disponibilidad de velocidad del servidor de los sitios web. No podemos garantizar velocidades o Servicio ininterrumpido o libre de errores.
  • Identity Protection (Protección de identidad). Windstream se asocia con un proveedor externo para proporcionar este Servicio. Como resultado de esto, es posible que se le solicite que acepte ciertos términos y condiciones del Servicio según lo requiera el tercero. Windstream se reserva el derecho de alterar el Servicio de cualquier manera, incluyendo, pero no limitado a, cambiar el proveedor externo del Servicio o interrumpir este Servicio en cualquier momento.
  • Internet Access (Acceso a internet). El Servicio de acceso a Internet está sujeto a la declaración “Broadband Network Statement”. El servicio se provisionará para una velocidad máxima de descarga de 1 Mbps. Debido a la naturaleza de este Servicio, es un Servicio provisto en su condición presente y puede ser intermitente, específicamente, durante las horas de mayor uso del día. Este Servicio no es adecuado para la transmisión de videojuegos o descargas (“downloads”, en inglés) o cargas (“uploads”, en inglés) grandes. No se emitirán créditos o ajustes por velocidad lenta y/o variable, o por no poder acceder a Internet. Windstream no puede garantizar velocidades ni un servicio ininterrumpido sin errores.
  • Internet Security (Seguridad de Internet) y Security on-the-go (Seguridad fuera de casa): Para ser elegible para este servicio, el cliente debe ser un cliente activo de Internet Residencial de alta velocidad de Kinetic by Windstream y suscribirse a planes “Kinetic Secure” seleccionados. Kinetic by Windstream se asocia con F-Secure para proporcionar este servicio y es posible que se requiera que el cliente acepte términos y condiciones adicionales de F-Secure. Requiere instalación, registro y acceso a la aplicación móvil Go Kinetic e instalación, registro y acceso a la aplicación Internet Security on-the-Go. Windstream se reserva el derecho de alterar los servicios de cualquier manera, incluidos, entre otros, cambiar el proveedor externo o interrumpir los servicios en cualquier momento.
  • Para acceder a todos los Términos y Condiciones, haga clic aquí
  • Para acceder a la Política de Privacidad haga clic aquí
  • Kinetic Secure Home:(Seguridad en el Hogar) Al acceder a los servicios a través de Kinetic Secure Home (impulsado por nuestro socio Scout Security, Inc. (“Scout”)) o al utilizar cualquier equipo proporcionado con los servicios por Scout, usted acepta estar sujeto a los siguientes términos:
  • Debe suscribirse para seleccionar los planes de Internet de Windstream para usar productos. Pueden aplicarse restricciones y cargos adicionales. o Usted acepta los Términos y Condiciones de Scout tal como se encuentran en el sitio web de Scout en https://www.scoutalarm.com/pages/legal (“Términos y condiciones de

Scout”),           incluidos           los           Términos          de           uso           de           Scout

(https://www.scoutalarm.com/pages/legal/terms-of-use) y la Política de privacidad (https://www.scoutalarm.com/pages/legal/privacy-policy), tal como están escritos en el momento de la compra o según lo revisado y enmendado por Scout a lo largo del tiempo, a su entera discreción.

  • Usted acepta los términos y condiciones vinculados o asociados con los productos y servicios proporcionados por Scout. o Usted reconoce que Windstream solo proporciona acceso a los servicios de Scout y que Windstream no proporciona servicios de instalación o monitoreo. Windstream no acepta ninguna responsabilidad por tales actividades. Windstream no ofrece garantías, representaciones o garantías con respecto a los productos y servicios proporcionados por Scout (o los socios y subcontratistas de Scout). o Usted libera a Windstream de cualquier responsabilidad, daño o pérdida de cualquier tipo asociada con los servicios de Kinetic Secure Home proporcionados por Scout, y por los productos y servicios proporcionados por los socios o subcontratistas de Scout (incluidos los servicios de monitoreo), y cualquier otra parte que proporcione bienes o servicios a través de Scout.
  • Usted reconoce que la instalación de un sistema de seguridad o monitoreo para el hogar no puede evitar la intrusión o la ruptura y la entrada en sus instalaciones, la pérdida o daño a la propiedad, o el daño físico o la muerte debido a una intrusión.
  • Requisitos técnicos: Requiere un dispositivo compatible con Android 5, iOS 9 o superior para funcionar. o Servicios de monitoreo profesional: Todos los servicios de monitoreo profesional son facturados por Windstream, pero proporcionados a través de Scout Security, Inc. (“Scout”) (o un proveedor de seguridad externo designado por Scout). Para acceder a los servicios de monitoreo profesional, es posible que deba aceptar términos y condiciones adicionales de terceros.

Visite https://www.scoutalarm.com/pages/legal/eula para conocer los términos y condiciones de Scout y https://www.scoutalarm.com/pages/legal/privacy-policy su política de privacidad.

Servicios profesionales de instalación: Windstream no realizará ni asesorará sobre la instalación de productos. Todos los servicios de instalación profesional deben ser proporcionados por proveedores de servicios externos, y cualquier servicio de instalación de terceros se regirá por su acuerdo con ese proveedor de servicios externo. o Garantía de devolución de dinero: Si usted cancela el servicio Kinetic Secure Home Kit dentro de los 30 días posteriores al inicio del servicio, se reembolsarán todos los cargos por servicio, incluidos los cargos por equipo. El equipo Kinetic Secure Home debe devolverse al finalizar.

General: Usted es el único responsable de cumplir con todos los códigos, leyes y estándares que puedan aplicarse a la instalación, colocación y mantenimiento del sistema de seguridad del hogar. En algunas jurisdicciones, es posible que tenga derechos legales en virtud de la legislación nacional o estatal aplicable que rige la venta de bienes y servicios de consumo de seguridad para el hogar. Windstream se reserva el derecho de alterar los servicios de cualquier manera, incluyendo, pero no limitado a, cambiar el proveedor externo, o cambiar y descontinuar los servicios en cualquier momento.

  • Paquetes de Seguridad Kinetic: Usted debe suscribirse a planes seleccionados para calificar. Windstream se reserva el derecho de alterar los servicios de cualquier manera, incluidos, entre otros, cambiar el proveedor externo o interrumpir los servicios en cualquier momento.  Pueden aplicarse restricciones adicionales.  Soporte técnico premium: requiere una copia válida y con licencia de Windows XP SP2 o superior. La computadora del cliente debe tener un mínimo de 256 MB de RAM y un procesador mínimo de 500Mhz. Protección contra robo de identidad: Windstream trabaja con Credit Guard para proporcionar este servicio. Windstream se reserva el derecho de alterar o interrumpir este plan en cualquier momento. Pueden aplicarse otras condiciones. Sujeto a los términos y condiciones de Windstream y a los términos y condiciones de Credit Guard proporcionados al cliente. Seguridad en Internet: Requiere instalación, registro y acceso a la aplicación móvil Go Kinetic.

Internet Security on the Go (Internet Seguro fuera de casa): Requiere instalación, registro y acceso a la aplicación móvil Internet Security on the Go. Windstream se asocia con FSecure para la seguridad en Internet. Visite https://www.fsecure.com/en_US/web/legal/terms/software para conocer todos los términos y condiciones y https://www.f-secure.com/en_US/web/legal/privacy/safe de la política de privacidad.

  • Gestión de CPE de Seguridad de Red. Este servicio requiere un compromiso mínimo y

una suscripción a los Servicios de Internet de Windstream. El equipo de puerta de enlace de seguridad debe devolverse al finalizar el Servicio.

  • Programa de alquiler de módems. Este programa cubre el soporte de por vida de los nuevos módems proporcionados por Windstream a partir del 1 de diciembre de 2014. El cliente es responsable del pago de una tarifa mensual de equipo recurrente que cubrirá la reparación o el reemplazo por parte de Windstream de módems dañados. La reparación o el reemplazo se llevarán a cabo según Windstream lo considere necesario. Windstream conserva todos los derechos, títulos e intereses de propiedad en y para los módems proporcionados por Windstream como parte de este programa de alquiler y los módems seguirán siendo en todo momento propiedad de Windstream. Usted acepta no manipular mal, abusar, usar indebidamente o almacenar u operar incorrectamente el módem. Cualquier módem proporcionado por Windstream será nuevo o una unidad reacondicionada completamente inspeccionada y probada. Cualquier módem proporcionado por Windstream será capaz de conectarse a redes inalámbricas, pero los dispositivos compatibles con las conexiones de red inalámbricas en el hogar pueden experimentar velocidades que no son iguales a las velocidades a las que se hace referencia en su plan de Internet de alta velocidad comprado o velocidades anunciadas. Con las redes inalámbricas, la velocidad de rendimiento real puede verse afectada por varios factores ambientales, incluidos, entre otros; interferencia de otros equipos o dispositivos en el hogar, distancia del módem, ubicación del módem, tipos de dispositivos conectados, obstrucciones físicas y hora del día. Conectar el dispositivo directamente al módem puede optimizar la velocidad. Los módems deben devolverse a Windstream dentro de los 30 días posteriores a la cancelación, o se le cobrará automáticamente a su cuenta una tarifa de $ 100 y Windstream retendrá cualquier pago o depósito por adelantado, o parte del mismo que anteriormente no se había reembolsado, si no devuelve el módem dentro de este período de tiempo. Los requisitos de devolución de equipo también se aplican si su módem existente se reemplaza o actualiza por cualquier motivo.
  • Ofertas de computadoras personales. Windstream revende computadoras personales fabricadas y garantizadas por un tercero. Todo el soporte y las garantías son proporcionados por el fabricante.
  • Plan de Protección de Teléfonos en casa. Este plan prevé la reparación o el reemplazo de teléfonos residenciales. Debe registrarse y aceptar los términos adicionales, aplicables específicamente a este Plan, a través del Formulario de registro del Plan de Protección de Teléfonos en el Hogar de Windstream para obtener Nuestra Protección de Teléfonos en el Hogar.
  • Soporte Técnico Premium (anteriormente conocido como Tech Help y Whole-Home

Agent) Windstream se reserva el derecho de alterar el Servicio de cualquier manera, incluyendo, pero no limitado a, entre otros, el cambio de proveedor de este Servicio o la interrupción de este Servicio en cualquier momento. La compra y el uso de este Servicio requieren que usted sea un cliente activo de Internet de alta velocidad de Kinetic de Windstream. Este Servicio se proporciona a través de agentes que acceden de forma remota a la computadora del Cliente a través de Internet y, por lo tanto, requiere que la computadora sea capaz de conectarse a Internet. Este Servicio incluye: (a) soporte para PC y Macintosh; (b) Optimización de PC; (c) configurar nuevas PC y transferir archivos y datos de las máquinas antiguas; (d) instalación y cifrado redes inalámbricas; (e) manejo de problemas de Windows; (f) conectar y configurar impresoras y otros periféricos como escáneres, impresoras y PDA/Smartphones; e (g) instalación de software, tutoriales y consejos. NO incluye lo siguiente, entre otros elementos que no se pueden resolver de forma remota: (1) visitas al sitio, si es necesario; (2) discos duros averiados/rotos; (3) agregar más RAM; (4) tarjetas madre rotas; (5) puertos o conectores USB defectuosos; y (6) reemplazo de hardware roto. Los requisitos mínimos del sistema de este servicio son: Windows XP o Vista, procesador Intel Pentium o Pentium II con 500 MHz o más rápido para Windows XP, 256 MB o más. Los sistemas operativos UNIX, LINUX o Windows anteriores no son compatibles.

  • Instalación Profesional (Residencial). Este servicio se proporciona para la conexión de hasta tres computadoras, por hogar, a Internet cuando las computadoras se conectan a través de equipos proporcionados por Windstream. Este Servicio incluye: a) la configuración de la conexión inicial a Internet de Alta Velocidad; b) instalar la NIC, si es necesario; c) instalar el filtro necesario en la línea telefónica; d) realizar la configuración inalámbrica inicial de hasta cuatro dispositivos periféricos, incluida la puerta de enlace inalámbrica Windstream (es posible que se requiera que el cliente proporcione guías de usuario para dispositivos periféricos); e) Entradas DNS, configuración de DHCP/dirección IP estática, puerta de enlace, etc.; f) realizar varias pruebas de conectividad de red para garantizar que cada elemento de red tenga la conectividad adecuada; g) h) instalación de un conector si es necesario para el Servicio de Internet de Alta Velocidad. NO incluye: t) instalación de software que no sea la que se incluye con el módem o proporcionada por Windstream; u) Instalación de PC; v) cableado de estación o cables de conexión CAT 5; w) eliminar cualquier aplicación, a menos que la aplicación deba eliminarse para que la conexión TCP/IP a Internet funcione; x) Cargos de CPE; o y) resolver problemas de LAN, incluidos, entre otros, unidades de red compartidas, problemas de controladores u otros problemas de hardware. Nos reservamos el derecho de no proporcionar este Servicio si los requisitos están más allá del alcance estándar del trabajo.
  • Banda ancha segura. Este Servicio requiere un compromiso de plazo mínimo. El servicio incluye Internet y una dirección IP estática para administración de seguridad de red. Es posible que haya direcciones IP estáticas adicionales disponibles por un cargo adicional.
  • Larga Distancia Ilimitada (Residencial). Las restricciones a las llamadas incluyen, entre otras, el uso comercial, los servicios de Internet, el telemarketing, la marcación automática, las conferencias múltiples, las líneas de grupo o de chat, las líneas de entretenimiento para adultos y el acceso al buzón de voz o a los servicios de información.

Si el uso es incompatible con las llamadas de voz residenciales, Windstream podrá (1) cobrar 10 centavos por minuto por cada llamada que infrinja esta política; (2) restringir el uso o convertir el plan a Windstream 10; y/o (3) anular la garantía de precio y convertir las tarifas a las tarifas mensuales vigentes en ese momento.

  • Servicios de Voz basados en Protocolo de Internet (VoIP). Para acceder o utilizar cualquier Servicio de VoIP, debe firmar el formulario de Divulgación del 911, que advierte y le hace reconocer ciertas limitaciones del 911 para los Servicios de VoIP.
  • Alojamiento Web (Web Hosting). Consulte la política de alojamiento web en https://www.windstreambusiness.com/media/789/hosting_policy.pdf.
  • Servicio Wi-Fi. El servicio Wi-Fi proporcionado por un módem provisto por Windstream puede variar. Las velocidades proporcionadas a través de Wi-Fi se basan en velocidades disponibles en condiciones del mundo real. Una vez que un dispositivo está conectado a Internet a través de Wi-Fi, el rendimiento experimentado y la velocidad disponible pueden variar en función de cualquier número de factores, incluido el ancho de banda máximo asignado para los servicios Wi-Fi, la interferencia de otros equipos o dispositivos en el hogar, el número de otros usuarios que intentan usar o usan el Wi-Fi al mismo tiempo, la computadora o los dispositivos inalámbricos del cliente, la cantidad y calidad del contenido que se descarga o carga, la antena receptora de Wi-Fi y la distancia entre el dispositivo y el módem. Conectar varios dispositivos inalámbricos a una red a la vez puede reducir el ancho de banda disponible y afectar la velocidad para cada dispositivo individual. Reducir el número de dispositivos conectados a una red de forma inalámbrica puede mejorar el rendimiento.
  1. Productos heredados – Términos y condiciones específicos (alfabéticamente).
  • Productos que aún pueden tener clientes activos, pero que ya no se ofrecen a clientes nuevos o existentes.
  • Servicios de red DISH. Todos los precios, paquetes y programación están sujetos a cambios sin previo aviso, incluidos, entre otros, cualquier compromiso de plazo que haya aceptado. Toda la programación de DISH Network y cualquier otro servicio proporcionado por DISH Network están sujetos a los términos y condiciones del Acuerdo promocional y el Acuerdo de cliente residencial, que están disponibles en línea en www.dish.com o previa solicitud. Algunas promociones pueden requerir una programación mínima. Ciertas promociones tienen un período de compromiso de término opcional u obligatorio, y si usted cancela sus Servicios antes del período de compromiso de término opcional u obligatorio, pueden aplicarse ciertas tarifas de terminación o cancelación. El hardware y la programación se venden por separado.
  • Renovaciones de dominio. Los nuevos registros con Windstream son gratuitos durante 1 año, y luego las renovaciones se facturan al cliente en incrementos de 1, 3 o 5 años.
  • Precio garantizado de por vida. Ciertos Servicios están sujetos a una Garantía de Precio de por Vida (“Garantía”), según lo anunciado por nosotros; sin embargo, además del Acuerdo establecido en este documento, se aplican las siguientes condiciones a esta Garantía:
  • La Garantía solo se aplica a determinados Servicios. Debe suscribirse al menos a un nuevo paquete de Servicios que incluya Internet de alta velocidad seleccionado, otros Servicios de Internet seleccionados, Servicios telefónicos, programación de TV por cable o programación DISH seleccionada.
  • Cualquier paquete que incluya DISH está sujeto a nuestra relación continua con DISH. Si dicha relación termina por cualquier motivo, los paquetes de Garantía que incluyen DISH pueden terminarse a nuestra discreción. Además, los canales disponibles para usted como parte de la programación de DISH están sujetos a cambios sin previo aviso. No se le garantiza ningún canal en particular o número de canales.
  • Se puede aplicar una tarifa de activación de DISH.
  • Si el Servicio DISH es terminado por usted antes de finalizar cualquier compromiso, se aplicará una tarifa de cancelación basada en el número de meses restantes en el compromiso.
  • Los canales disponibles para el cliente como parte de cualquier paquete selecto de programación a través de Windstream Cable TV están sujetos a cambios sin previo aviso, y el cliente no tiene garantizado ningún canal en particular o número de canales. Se puede aplicar una tarifa de activación del servicio de TV por cable.
  • La Garantía es nula si usted se muda, realiza cualquier cambio en sus Servicios, se desconecta, si nosotros lo desconectamos o si alguna parte del saldo de su cuenta se vence.
  • Si solicita Servicios y equipos adicionales, incluidos, entre otros, receptores HD o DVR, se aplican cargos adicionales.
  • La Garantía solamente cubre el precio anunciado y no incluye impuestos, tarifas u otros cargos actuales o futuros.
  • Bloqueo de precios. El bloqueo de precios se aplica a productos de paquetes seleccionados. Este plan es adicional a la tarifa recurrente mensual para sus Servicios combinados, cualquier Servicio y equipo que pueda comprar, e impuestos, tarifas y otros cargos actuales y futuros. El bloqueo de precios es nulo y se aplicarán las tarifas mensuales actuales si alguna parte del Servicio o función incluido se desconecta o cambia o si alguna parte del saldo de su cuenta se vence. El bloqueo de precios puede ser anulado si usted se muda, incluso si la mudanza se encuentra dentro de las ubicaciones del Servicio Windstream.
  • Protección Plus. Este Servicio es un plan de mantenimiento de cables que incluye la reparación o el reemplazo de conectores / tomacorrientes existentes (sin incluir la adición o el movimiento de conectores existentes) que cumplen con nuestros estándares de instalación. Este servicio proporciona cobertura para una línea de acceso. Se excluyen el cableado y los conectores dañados como resultado de una instalación defectuosa que no sea de Windstream, la negligencia o los actos deliberados de usted o su agente, el vandalismo, las víctimas como daños por incendio o agua, rayos, inundaciones o terremotos. Este Servicio no cubre los sistemas Key, Centrex y PBX.
  • Suite de seguridad. Para ser elegible para este Servicio, el Cliente debe ser un cliente activo de Internet de alta velocidad residencial de Windstream. Windstream se asocia con McAfee, Inc. para este Servicio y, por lo tanto, es posible que los clientes deban aceptar términos y condiciones adicionales de McAfee. Windstream se reserva el derecho de alterar de cualquier manera o interrumpir este Servicio en cualquier momento. Los requisitos del sistema son: una conexión a Internet, y ya sea teléfonos inteligentes / tabletas Google Android (con versiones 2.3 y 4 respectivamente), o Windows Vista (32 o 64 bits) (Service Pack 1 (SP1) o superior) con: Microsoft® Internet Explorer 7.0 o posterior; Firefox 12 o posterior; Google Chrome 6.0 o superior; o Safari 5 o posterior
  • Windstream Shield Connect. El cliente debe suscribirse a planes seleccionados de Internet de alta velocidad para calificar. La compatibilidad con la conectividad de dispositivos WI-FI requiere una copia válida y con licencia de Windows XP SP2 o superior. La computadora del cliente debe tener un mínimo de 256 MB de RAM y un procesador mínimo de 500Mhz. El soporte de conectividad de dispositivos WI-FI excluye el soporte en el sitio, la instalación y el tutorial de software, la restauración de PC, la eliminación de virus, la asistencia con virus, la configuración de periféricos, el problema de hardware, la solución avanzada de problemas y la resolución de problemas. Protección Plus excluye rayos, inundaciones, daños internos. Protección Plus no está disponible para remolques de viaje o autocaravanas. Windstream se asocia con proveedores externos para estos servicios, y es posible que deba aceptar ciertos términos y condiciones de estos proveedores para los servicios. Windstream se reserva el derecho de alterar los servicios de cualquier manera, incluidos, entre otros, cambiar el proveedor externo o interrumpir los servicios en cualquier momento. Se aplican otras restricciones.

 Anexo 1: Condiciones de servicio específicas de Windstream Cable TV

Servicio básico:

Windstream ofrece un nivel Básico de servicio que incluye estaciones de transmisión locales fuera del aire y también puede incluir otra programación, como programación pública, educativa, gubernamental y de acceso alquilado. Basic (Básico) es el nivel más bajo de servicio de video disponible y, en conformidad con la ley federal, los clientes de cable deben suscribirse a Basic, ya sea como un nivel independiente o como parte de un paquete para recibir cualquier servicio de video por cable adicional. La programación incluida en el nivel básico varía según el área y está sujeta a cambios de acuerdo con las leyes vigentes. Para obtener detalles sobre la programación de canales básicos y los precios disponibles en un área específica, visite https://www.windstream.com/support (asegúrese de que la información de su ubicación se muestre correctamente).

Paquetes adicionales:

Windstream ofrece paquetes de contenido de video adicional más allá de Basic como una opción para los clientes en algunos mercados. Estas opciones pueden incluir un paquete Select, un paquete Preferred, Deportes y Entretenimiento y un paquete Premier. También están disponibles como una opción para los clientes en algunos mercados los canales de películas premium. Para obtener detalles sobre las opciones de paquetes, la programación de canales y los precios disponibles en un área específica, visite https://www.windstream.com/support.

Programación:

Las listas de canales de Windstream Cable TV y los servicios adicionales disponibles en su área se pueden ver en https://www.windstream.com./support. Algunos de los paquetes de red opcionales y canales de programación en base a suscripción están encriptados con funciones de seguridad. Para recibir cualquiera de estos servicios digitales cifrados, es posible que se requiera el alquiler de un receptor digital o una tarjeta de cable de Windstream.

Los canales de cable de alta definición (HD) también pueden estar disponibles en mercados selectos, y la programación HD puede requerir un receptor HD o una tarjeta de cable HD que usted puede alquilar de Windstream.

En ciertas áreas, los grabadores de video digital HD (HD DVR) también están disponibles para alquiler. Estos proporcionan una manera fácil para la grabación y reproducción de la programación por cable. El DVR también permite la grabación simultánea de dos canales y permite al cliente pausar y rebobinar el canal de cable que está viendo.

También se requiere un receptor digital para acceder al servicio de guía interactiva disponible en algunas áreas.

En algunas áreas, los clientes de cable no digital pueden recibir señales analógicas y sin cifrar que se transportan en el sistema sin el uso de un receptor digital alquilado. En áreas donde el servicio está disponible, un receptor QAM comercial puede captar los canales de recepción no cifrados.

Servicios opcionales:

En algunas áreas, también pueden estar disponibles servicios adicionales. Estos incluyen la autenticación “WatchTVEverywhere” para la visualización en línea de los canales disponibles, cobertura de cableado interno de TV por cable Protección Plus y el alquiler de receptores digitales y tarjetas de cable. Es posible que se requieran receptores digitales alquilados o tarjetas de cable para ciertos paquetes y opciones de canales. En áreas limitadas, las opciones de Internet y teléfono también están disponibles a través de televisión por cable. Es posible que algunos programas no estén disponibles en ciertas áreas debido a prohibiciones legales, reglamentarias o contractuales, incluidas las restricciones de la Comisión Federal de Comunicaciones (Federal Communications Commission) y los apagones deportivos. Usted puede encontrar información adicional sobre los servicios y equipos proporcionados por la empresa en el sitio web de televisión por cable https://www.windstream.com.

Cobertura Cable TV Protection Plus

Windstream Cable Television es responsable de todo el cableado hasta 12 pulgadas más allá del punto de conexión a tierra normalmente ubicado o instalado en el exterior de la residencia del cliente. El cliente es responsable del cableado desde ese punto. Un gran porcentaje de los informes de problemas son causados por cableado interno, salidas de cables o enchufes y equipos de propiedad del cliente.

Un cargo por llamada de servicio podrá ser aplicado si se encuentra un problema en el cableado del cliente. En algunas áreas, Windstream ofrece la opción de suscribirse a Cable TV Protection Plus, un servicio de cobertura que brinda protección contra los costos de reparación cuando se encuentra un problema con el cableado interno del cliente o las salidas de cable existentes. Cable TV Protection Plus incluye la reparación o reemplazo de hasta cuatro salidas de cable aprobadas existentes y cableado interno. Todas las reparaciones del cableado interior están sujetas a la discreción de Windstream para los estándares posteriores al cableado y no incluyen el cableado que atraviesa las paredes interiores. No están incluidos la adición o el traslado de enchufes o salidas de cable existentes. Cable TV Protection Plus no cubre equipos de propiedad del cliente conectados al cableado o daños intencionales al cableado interno. Cable TV Protection Plus agregado en una visita/llamada de reparación se facturará de acuerdo a la tarifa mensual estándar.

Si un cliente opta por no tomar el plan Cable Protection Plus, las reparaciones internas de los cables se pueden realizar según el tiempo o el material. Si un cliente elige no tomar el plan Cable TV Protection Plus, o no quiere que Windstream repare el problema del cableado interno, se le aplicará una tarifa de llamada de servicio.

Controles remotos compatibles:

Si el cliente lo prefiere, puede obtener otros modelos de controles remotos universales en varias tiendas minoristas o fabricantes. Algunos ejemplos de controles remotos universales son: Sony Rm-vz220, GE JAS24993 y Logitech Harmony 650.

Equipo especial: Interruptores A/B:

Los clientes de cable tienen la opción de agregar un interruptor A/B a sus equipos de televisión y cable. El interruptor A/B le permite recibir estaciones de televisión de transmisión local fuera del aire o señales que no se transmiten por cable a través de su antena. Los kits de interruptores A/B están disponibles en varios proveedores minoristas independientes.

CONTROL PARENTAL

Los clientes que deseen control parental o el bloqueo de canales para evitar que los niños del hogar vean algunos canales o programas, pueden acceder a estos controles a través de su televisor. Si su televisor no admite el control parental, en la mayoría de las ubicaciones hay opciones adicionales disponibles de Windstream para bloquear canales. Los clientes digitales pueden configurar ellos mismos los controles parentales a través del menú en pantalla. Por ejemplo, en muchos receptores Motorola, en el menú principal, resalte el icono “Padres” y presione “Aceptar”. Siga las instrucciones en pantalla para ingresar un PIN de cuatro dígitos. Un nivel de clasificación o canal se puede bloquear resaltándolo y luego presionando “Bloquear”. En el caso de equipos de Scientific Atlanta/Cisco, presione “Menú” en el control remoto y presione el ajuste “Arriba/Abajo” para activar el Control parental. Presione “Seleccionar” para ingresar un PIN de cuatro dígitos.

Procedimientos de servicio:

Políticas de instalación y mantenimiento del servicio:

Los trabajos de instalación se realizarán con cita previa. Las citas generalmente se programan en bloques de cuatro horas durante el horario laboral normal.

Si existe la posibilidad de que nuestro instalador o técnico llegue tarde, intentaremos comunicarnos con el cliente y reprogramar la cita en un horario conveniente para ellos.

Las instalaciones estándar (las que se encuentran a una distancia de hasta 125 pies de nuestro sistema de distribución existente) normalmente se realizarán dentro de los siete días hábiles posteriores a la realización del pedido. Si se determina la necesidad de una instalación no estándar, el costo estimado y la fecha de finalización se proporcionarán al cliente por adelantado. Nuestro personal técnico no ingresará a la casa de un cliente para realizar un trabajo a menos que esté presente un adulto responsable mayor de 18 años. Hemos establecido esta política para proteger a nuestros clientes y empleados.

Cortes/Interrupciones del Servicio:

Normalmente responderemos a las interrupciones del servicio y otros problemas del servicio tan pronto como sea posible, y normalmente dentro de las 24 horas posteriores al momento en que se nos notifique de la interrupción. Normalmente, responderemos a otros problemas de servicio que no sean de interrupción del servicio el siguiente día hábil. Para interrupciones fuera de nuestro control (como desastres naturales o problemas graves relacionados con el clima), responderemos lo antes posible. Generalmente, es nuestra política emitir un crédito, a petición del interesado, por interrupciones del servicio mayores de 24 horas.

Los representantes de servicio al cliente de Windstream Cable Television están disponibles durante el horario laboral normal y el servicio de informes de emergencia fuera del horario normal está disponible las 24 horas del día. Se solicita a los clientes que nos llamen de manera oportuna si surge un problema con su TV por cable. No emitiremos crédito por interrupciones del servicio si no se nos notifica con prontitud o por situaciones fuera de nuestro control.

Política de llamadas de servicio:

Windstream Cable Television mantendrá todo el cableado externo que haya instalado, y no se cobrará ningún cargo por llamadas de servicio normales para corregir problemas técnicos con las líneas y equipos externos de televisión por cable. Se aplicará un cargo por servicio por las reparaciones del cableado interno o las modificaciones del cliente a nuestro cableado. También se podrá aplicar un cargo por la reparación de cables dañados por el cliente o por otras personas que hayan trabajado en la propiedad del cliente. Se podrá aplicar un cargo por servicio por una llamada de servicio para ayudar a conectar un dispositivo de audio o video digital o para reprogramar un televisor u otro equipo que no sea de la compañía de cable.

Procedimientos de quejas por señal:

Tenga la seguridad de que trabajaremos para resolver todos los problemas de servicio lo antes posible. Se aconseja a los clientes que se pongan en contacto con nuestro centro de servicio al cliente o tienda minorista y expliquen su problema. Nuestros técnicos de servicio y otros funcionarios harán todos los esfuerzos razonables para resolver cualquier queja relacionada con la calidad técnica del servicio de manera rápida y eficiente. Si nuestro técnico de servicio no corrigiera el problema, los clientes pueden comunicarse con nuestra oficina y analizaremos la queja y la acción correctiva que se tomará. Consulte la sección “Resolución de disputas” para obtener más detalles. Si los clientes creen que nuestra investigación y manejo de una queja es deficiente de alguna manera, pueden comunicarse con la autoridad de franquicia local. Su información sobre contactos locales se enumera a continuación.

Estado                                                     Contacto

Pennsylvania                   Borough of State College, 243 South Allen Street, State College, PA 16801;

Ferguson Township, 3147 Research Drive, State College, PA 16801;

College Township, 1481 East College Avenue, State College, PA 16801.

Facturación y pagos:

Política de reconexión ante falta de pago:

Una vez que se ha desconectado una cuenta por falta de pago, se debe pagar el monto total adeudado en la cuenta para volver a conectar el servicio. Además, se requiere el pago de una tarifa de reconexión. El monto adeudado y la tarifa de reconexión deben pagarse en su totalidad antes de que se vuelva a conectar el servicio. En algunos casos, la reconexión se realiza en un plazo de tres a cinco días hábiles.

Aviso de privacidad del suscriptor:

En conformidad con la Sección 631 de la Ley de políticas de comunicaciones por cable (“Cable Communications Policy Act”) de 1984 (Ley de Cable) las políticas sobre cómo se maneja la información del cliente se pueden encontrar en la sección “Privacidad e Información Sobre la Red de Propiedad del Cliente” del presente documento de Términos y Condiciones y en la Política de Privacidad publicada en https://www.windstream.com/about/legal/Privacy-Policy.

Retención

Como lo requiere la Ley de Cable, destruimos la información del suscriptor que ya no es necesaria para fines comerciales, a menos que haya una solicitud u orden legítima para inspeccionar la información aún pendiente. Los registros contables y de facturación se conservan con fines contables y fiscales históricos.

Derechos del suscriptor

Los clientes tienen derecho a inspeccionar nuestros registros que contienen información sobre ellos y a corregir cualquier error en nuestra información. Los clientes pueden comunicarse con nosotros en la oficina comercial del sistema durante el horario laboral para programar una cita para la inspección de registros. Los clientes tienen derecho a iniciar una acción civil privada en el Tribunal de Distrito de los Estados Unidos (U.S. District Court), y pueden buscar recuperar daños, costos y honorarios de abogados si se han violado los límites de la Ley de Cable.

Cómo utilizar el servicio de televisión por cable:

La TV por cable de Windstream se proporciona para su visualización, uso y disfrute personal y no comercial. Los clientes tienen prohibido cobrar una tarifa por escuchar o ver el servicio. El servicio de televisión por cable Windstream no puede copiarse, transmitirse, reproducirse, publicarse, retransmitirse, reescribirse, redistribuirse ni ejecutarse, excepto según lo permitan las disposiciones de “uso justo” de las leyes de derechos de autor de EE. UU.

Los procedimientos que deben seguir los clientes para aprovechar al máximo su servicio de cable dependerá en parte de las funciones integradas en sus televisores y otros equipos de video. Las capacidades de visualización o la configuración seleccionada en el equipo también pueden determinar la calidad de video y audio que experimenta el cliente.

Puede encontrar información adicional sobre cómo utilizar el servicio de televisión por cable y el equipo proporcionado por la empresa en el sitio web de televisión por cable https://www.windstream.com/support.

Es posible que los clientes necesiten alquilar un receptor a la compañía de cable para recibir algunos canales digitales.

Los receptores digitales generalmente proporcionan salidas de audio y video para facilitar la conexión al televisor del consumidor, dispositivos externos como reproductores de DVD, sistemas de audio y dispositivos de juego. El uso de ciertos tipos de receptores puede desactivar el uso de algunas funciones de televisión, como “picture in picture”, (imagen en imagen).

Windstream ofrece a los clientes digitales un control remoto universal con el alquiler de un receptor digital. El control remoto universal se puede programar para controlar no solo el receptor, sino también muchas marcas de televisores, reproductores de DVD y otros dispositivos de video. Las instrucciones para programar el control remoto y varios códigos de dispositivo se pueden encontrar en línea en https://www.windstream.com/support.

Política de Equipos

El equipo instalado por Windstream Cable TV, colocado debajo, encima, sobre o en inmediaciones de la casa o propiedad del consumidor en relación con la prestación del servicio, es propiedad de Windstream. Los receptores digitales alquilados que se proporcionan a los clientes, si fuesen necesarios o solicitados, son propiedad de Windstream. El equipo alquilado debe devolverse cuando el servicio se interrumpa por cualquier motivo, o en cualquier momento razonable en que lo necesitemos para entregar otro equipo. No devolver el equipo alquilado en el momento adecuado dará lugar a un cargo en la cuenta del cliente y puede dar lugar a acciones legales para recuperar el equipo. Usted es responsable de los daños al equipo alquilado, que no sean producto del uso y desgaste normal, y se le puede aplicar un cargo por reparación o reemplazo. El equipo comprado a Windstream o un proveedor externo es propiedad del cliente y no está cubierto por la política de equipo anteriormente mencionada. Los clientes no pueden intentar manipular, modificar, intentar realizar ingeniería inversa, descompilar o desensamblar ningún software o hardware contenido en ningún receptor o equipo Windstream.

Solución de Problemas

Los clientes que experimenten problemas con la recepción de su televisión deben tener en cuenta que esto puede estar o no relacionado con su servicio de televisión por cable.

Consejos para solucionar problemas

Video deficiente o nulo:

Primero, compruebe si todos los televisores de la casa tienen el mismo problema. Si el problema es solo en un equipo, es probable que el problema esté relacionado con la conexión dentro de la casa.

Para los clientes que hayan instalado o movido equipos recientemente, es posible que sea necesario verificar las conexiones.

Verifique para asegurarse de que la “entrada” o “fuente” de TV correcta esté seleccionada usando el control remoto de TV para alternar lentamente entre las configuraciones disponibles. Algunos televisores digitales requieren un momento para leer cada configuración.

Para televisores conectados mediante un cable coaxial a un dispositivo digital como un receptor de cable, DVR o reproductor de DVD, asegúrese de que el televisor esté configurado en el canal de entrada designado (normalmente canal 03 o 04).

Para garantizar un funcionamiento confiable, todas las conexiones a televisores, enchufes de pared y cualquier dispositivo de video conectado deben estar firmemente conectados a las entradas apropiadas.

Los cables que se utilizan para conectar dispositivos pueden afectar la calidad del video y el audio. Los extremos de los cables coaxiales no deben estar dañados y la clavija central del conector debe estar recta. Los cables o conectores dañados deben reemplazarse.

Alejar los cables coaxiales de otros cables a veces puede evitar problemas de señal. Los cables de TV pueden estar recibiendo interferencias electromagnéticas de cables de alimentación cercanos u otros dispositivos electrónicos. Si al separar los cables, mejora la imagen, se pueden usar separadores o cinta para mantenerlos en su lugar.

Imagen, pero sin sonido:

Verifique para asegurarse de que el ajuste MUTE no esté activado en el televisor o en ningún dispositivo de video digital.

Por favor, verifique que se haya seleccionado la “entrada” o “fuente” de TV correcta utilizando el control remoto de su TV para alternar lentamente entre las configuraciones disponibles. Algunos televisores digitales requieren un momento para leer cada configuración.

Si necesita ayuda para solucionar un problema, llame a Windstream. Estaremos encantados de ayudarle y programar una cita en su casa si es necesario. Nuestro objetivo es brindar la mejor calidad de servicio a nuestros clientes.

Interferencia de la naturaleza

Rayos: durante tormentas eléctricas, recomendamos a los clientes que desconecten sus televisores y sus líneas de cable entrantes. Windstream no es responsable de ningún daño a equipos de propiedad del cliente causado por un rayo o cualquier otro acto de fuerza mayor fuera de nuestro control.

Distorsión de la imagen: La lluvia intensa u otras condiciones atmosféricas pueden ocasionalmente interferir con las señales de satélite y causar dificultades temporales en la recepción.

Interrupciones Solares: durante algunos días en la primavera y el otoño, pueden ocurrir breves interrupciones (5 a 10 minutos) en la programación enviada por satélite debido a una alineación entre el sol, el satélite de comunicaciones en órbita y nuestra antena receptora. Agradecemos la comprensión de nuestros clientes durante estas breves “interrupciones solares”.

Robo del servicio de televisión por cable

La Ley de Cable de 1984, enmendada por la Ley de Cable de 1992, fue promulgada por el Congreso de los Estados Unidos y creó sanciones civiles y penales contra los fabricantes, proveedores y usuarios de dispositivos de cable no autorizados.

Esta ley federal de robo de servicio complementa a cualquier ley estatal o local existente. La ley federal prohíbe la interceptación o recepción de cualquier servicio de comunicación a través de un sistema de cable, a menos que lo autorice el operador. Esto incluye el robo de audio, video, texto, datos u otros servicios, incluidos los datos transmitidos hacia o desde un suscriptor a través de un sistema que tiene capacidad interactiva. Además, la ley se aplica tanto a los fabricantes y distribuidores de equipos como a las personas individuales. La Ley de Cable otorga al operador de cable el derecho a reclamar daños monetarios sustanciales con respecto al robo de sus servicios de cable. Además, los infractores pueden enfrentar multas sustanciales o encarcelamiento si se los declara culpables de cargos criminales. El Congreso ha tomado las acciones anteriores porque cree que el robo del servicio de cable representa una amenaza importante para la viabilidad económica de los operadores de cable y los proveedores de programas de cable, y crea cargas injustas para los suscriptores de cable quienes se ven obligados a subsidiar los beneficios que obtienen otras personas que reciben el servicio de cable sin pagarlo. Además, la manipulación de las líneas de cable a menudo causa problemas de recepción para los clientes que pagan. Por lo tanto, si un cliente tiene conocimiento de personas que reciben un servicio de cable no autorizado, llámenos de manera confidencial. Haremos debido seguimiento para asegurarnos de que la recepción de su servicio de televisión por cable no se vea afectada por la manipulación indebida de otra persona.