Common use of COMMUNICATIONS WITH SUBSCRIBERS Clause in Contracts

COMMUNICATIONS WITH SUBSCRIBERS. A. All Franchisee personnel, contractors, and subcontractors contacting Subscribers or potential Subscribers outside the office of the Franchisee shall wear a clearly visible identification card bearing their name and photograph. The Franchisee shall make reasonable effort to account for all identification cards at all times. In addition, all Franchisee representatives shall wear appropriate clothing while working at a Subscriber’s premises. Every service vehicle of the Franchisee and its contractors or subcontractors shall be clearly identified as such to the public. Specifically, Franchisee vehicles shall have the Franchisee’s logo plainly visible. The vehicles of those contractors and subcontractors working for the Franchisee shall have the contractor’s/subcontractor’s name plus markings (such as a magnetic door sign) indicating they are under contract to the Franchisee. B. All contact with a Subscriber or potential Subscriber by a Person representing the Franchisee shall be conducted in a courteous manner. C. All notices identified in this Section shall be by either: (1) A separate document included with a billing statement or included on the portion of the monthly ▇▇▇▇ that is to be retained by the Subscriber; or (2) A separate electronic notification. D. The Franchisee shall provide reasonable notice to Subscribers of any pricing changes or additional changes (excluding sales discounts, new products, or offers) and, subject to the foregoing, any changes in Cable Services, including channel line-ups. Such notice must be given to Subscribers and the City a minimum of thirty (30) days in advance of such changes if within the control of the Franchisee, and the Franchisee shall provide a copy of the notice to the City including how and where the notice was given to Subscribers. E. The Franchisee shall provide information to all Subscribers about each of the following items at the time of installation of Cable Services, annually to all Subscribers, at any time upon request, and, subject to Subsection 9.D., at least thirty (30) days prior to making significant changes in the information required by this Section if within the control of the Franchisee: (1) Products and Cable Service offered; (2) Prices and options for Cable Services and condition of subscription to Cable Services. Prices shall include those for Cable Service options, equipment rentals, program guides, installation, downgrades, late fees, and other fees charged by the Franchisee related to Cable Service; (3) Installation and maintenance policies including, when applicable, information regarding the Subscriber’s in-home wiring rights during the period Cable Service is being provided; (4) Channel positions of Cable Services offered on the Cable System; (5) Complaint procedures, including the name, address, and telephone number of the City, but with a notice advising the Subscriber to initially contact the Franchisee about all complaints and questions; (6) Procedures for requesting Cable Service credit; (7) The availability of a parental control device; (8) Franchisee practices and procedures for protecting against invasion of privacy; and (9) The address and telephone number of the Franchisee’s office to which complaints may be reported. A copy of notices required in this Subsection 10.F. will be given to the City at least fifteen (15) days prior to distribution to Subscribers if the reason for notice is due to a change that is within the control of the Franchisee and as soon as possible if not within the control of the Franchisee. F. Notices of changes in rates shall indicate the Cable Service new rates and old rates, if applicable. G. Notices of changes of Cable Services and/or Channel locations shall include a description of the new Cable Service, the specific channel location, and the hours of operation of the Cable Service if the Cable Service is only offered on a part-time basis. In addition, should the channel location, hours of operation, or existence of other Cable Services be affected by the introduction of a new Cable Service, such information must be included in the notice. H. Every notice of termination of Cable Service shall include the following information: (1) The name and address of the Subscriber whose account is delinquent; (2) The amount of the delinquency for all services billed; (3) The date by which payment is required in order to avoid termination of Cable Service; and (4) The telephone number for the Franchisee where the Subscriber can receive additional information about their account and discuss the pending termination.

COMMUNICATIONS WITH SUBSCRIBERS. A. All Franchisee personnel, contractors, and subcontractors contacting Subscribers or potential Subscribers outside at the office homes of the Franchisee such Subscribers or potential Subscribers shall wear a clearly visible identification card bearing their name and photograph. The Franchisee shall make reasonable effort efforts to account for all identification cards at all times. In addition, all Franchisee representatives shall wear appropriate clothing while working at a Subscriber’s or potential Subscriber’s premises. Every service vehicle of the Franchisee and its contractors or subcontractors shall be clearly identified as such to the public. Specifically, the Franchisee vehicles shall have the Franchisee’s logo plainly visible. The vehicles of those contractors and subcontractors working for the Franchisee shall have the contractor’s/subcontractor’s name plus markings (such as a magnetic door sign) indicating they are under contract to the Franchisee. B. All contact with a Subscriber or potential Subscriber by a Person representing the Franchisee shall be conducted in a courteous manner. C. All notices identified in this Section shall be by either: (1) A separate document included with a billing statement or a message included on the portion of the monthly ▇▇▇▇ bill that is to be retained by the Subscriber; or; (2) A separate electronic notification; (3) A separate on-screen notification; or (4) Any other reasonable written means. D. The Franchisee shall provide reasonable notice to Subscribers of any pricing changes or additional changes (excluding sales discounts, new products, or offers) and, subject to the foregoing, any changes in Cable Services, including channel line-ups. Such notice must be given to Subscribers and the City Borough a minimum of thirty (30) days in advance of such changes if within the control of the Franchisee, and the Franchisee shall provide a copy of the notice to the City Borough including how and where the notice was given to Subscribers. E. The Franchisee shall provide information to all Subscribers about each of the following items at the time of installation of Cable Services, annually to all Subscribers, at any time upon request, and, subject to Subsection 9.D., at least thirty (30) days prior to making significant changes in the information required by this Section if within the control of the Franchisee: (1) Products and Cable Service Services offered; (2) Prices and options for Cable Services and condition of subscription to Cable Services. Prices shall include those for Cable Service options, equipment rentals, program guides, installation, downgrades, late fees, and other fees charged by the Franchisee related to Cable Service; (3) Installation and maintenance policies including, when applicable, information regarding the Subscriber’s in-home wiring rights during the period Cable Service is being provided; (4) Channel positions of Cable Services offered on the Cable System; (5) Complaint procedures, including the name, address, and telephone number of the CityBorough, but with a notice advising the Subscriber to initially contact the Franchisee about all complaints and questions; (6) Procedures for requesting Cable Service credit; (7) The availability of a parental control device; (8) Franchisee practices and procedures for protecting against invasion of privacy; and (9) The address and telephone number of the Franchisee’s office to which complaints may be reported. A copy of notices required in this Subsection 10.F. will be given to the City at least fifteen (15) days prior to distribution to Subscribers if the reason for notice is due to a change that is within the control of the Franchisee and as soon as possible if not within the control of the Franchisee. F. Notices of changes in rates shall indicate the Cable Service new rates and old rates, if applicable. G. Notices of changes of Cable Services and/or Channel locations shall include a description of the new Cable Service, the specific channel location, and the hours of operation of the Cable Service if the Cable Service is only offered on a part-time basis. In addition, should the channel location, hours of operation, or existence of other Cable Services be affected by the introduction of a new Cable Service, such information must be included in the notice. H. Every notice of termination of Cable Service shall include the following information: (1) The name and address of the Subscriber whose account is delinquent; (2) The amount of the delinquency for all services billed; (3) The date by which payment is required in order to avoid termination of Cable Service; and (4) The telephone number for the Franchisee where the Subscriber can receive additional information about their account and discuss the pending termination.

COMMUNICATIONS WITH SUBSCRIBERS. A. All Franchisee personnel, contractors, contractors and subcontractors contacting Subscribers or potential Subscribers outside the office of the Franchisee shall wear a clearly visible identification card bearing their name and photograph. The Franchisee shall make reasonable effort to account for all identification cards at all times. In addition, all Franchisee representatives shall wear appropriate clothing while working at a Subscriber’s 's premises. Every service vehicle of the Franchisee and its contractors or subcontractors shall be clearly identified as such to the public. Specifically, Franchisee vehicles shall have the Franchisee’s 's logo plainly visible. The vehicles of those contractors and subcontractors working for the Franchisee shall have the contractor’scontractor's/subcontractor’s 's name plus markings (such as a magnetic door sign) indicating they are under contract to the Franchisee. B. All contact with a Subscriber or potential Subscriber by a Person representing the Franchisee shall be conducted in a courteous manner. C. The Franchisee shall send annual notices to all Subscribers informing them that any complaints or inquiries not satisfactorily handled by the Franchisee may be referred to the LFA. D. All notices identified in this Section shall be by either: (1) A separate document included with a billing statement or included on the portion of the monthly ▇▇▇▇ bill that is to be retained by the Subscriber; or (2) A separate electronic notification. D. E. The Franchisee shall provide reasonable notice to Subscribers of any pricing changes or additional changes (excluding sales discounts, new products, products or offers) and, subject to the foregoingforgoing, any changes in Cable Services, including channel line-ups. Such notice must be given provided to Subscribers and the City a minimum of thirty (30) days in advance of such changes if within the control of the Franchisee, and the Franchisee shall provide a copy of the notice to the City LFA including how and where when the notice was or will be given to Subscribers. E. F. The Franchisee shall provide information to all Subscribers about each of the following items items, if applicable, at the time of installation of Cable Services, annually to all Subscribers, at any time upon request, and, subject to Subsection 9.D.10.E., at least thirty (30) days prior to making significant changes in the information required by this Section if within the control of the Franchisee: (1) Products and Cable Service offered; (2) Prices and options for Cable Services and condition of subscription to Cable Services. Prices shall include those for Cable Service options, equipment rentals, program guides, installation, downgrades, late fees, fees and other fees charged by the Franchisee related to Cable Service; (3) Installation and maintenance policies including, when applicable, information regarding the Subscriber’s 's in-home wiring rights during the period Cable Service is being provided; (4) Channel positions of Cable Services offered on the Cable System; (5) Complaint procedures, including the name, address, address and telephone number of the CityLFA, but with a notice advising the Subscriber to initially contact the Franchisee about all complaints and questions; (6) Procedures for requesting Cable Service credit; (7) The availability of a parental control device; (8) Franchisee practices and procedures for protecting against invasion of privacy; and (9) The address and telephone number of the Franchisee’s 's office to which complaints may be reported. A copy of notices required in this Subsection 10.F. will be given to the City at least fifteen (15) days prior to distribution to Subscribers if the reason for notice is due to a change that is within the control of the Franchisee and as soon as possible if not within the control of the Franchisee. F. G. Notices of changes in rates shall indicate the Cable Service new rates and old rates, if applicableapplicable and possible. G. H. Notices of changes of Cable Services and/or Channel locations shall include a description of the new Cable Service, the specific channel location, and the hours of operation of the Cable Service if the Cable Service is only offered on a part-time basis. In addition, should the channel location, hours of operation, or existence of other Cable Services be affected by the introduction of a new Cable Service, such information must be included in the notice. H. I. Every notice of termination of Cable Service shall include the following information: (1) The name and address of the Subscriber whose account is delinquent; (2) The amount of the delinquency for all services billed; (3) The date by which payment is required in order to avoid termination of Cable Service; and (4) The telephone number for the Franchisee where the Subscriber can receive additional information about their account and discuss the pending termination.

COMMUNICATIONS WITH SUBSCRIBERS. A. All Franchisee personnel, contractors, contractors and subcontractors contacting Subscribers or potential Subscribers outside the office of the Franchisee shall wear a clearly visible identification card bearing their name and photograph. The Franchisee shall make reasonable effort to account for all identification cards at all times. In addition, all Franchisee representatives shall wear appropriate clothing while working at a Subscriber’s premises. Every service vehicle of the Franchisee and its contractors or subcontractors shall be clearly identified as such to the public. Specifically, Franchisee vehicles shall have the Franchisee’s logo plainly visible. The vehicles of those contractors and subcontractors working for the Franchisee shall have the contractor’s/contractor’s / subcontractor’s name plus markings (such as a magnetic door sign) indicating they are under contract to the Franchisee. B. All contact with a Subscriber or potential Subscriber by a Person representing the Franchisee shall be conducted in a courteous manner. C. All notices identified in this Section shall be by either: (1) A separate document included with a billing statement or included on the portion of the monthly ▇▇▇▇ bill that is to be retained by the Subscriber; or (2) A separate electronic notification; (3) A separate on-screen notification; or (4) Any other reasonable written means. D. The Franchisee shall provide reasonable notice to Subscribers of any pricing changes or additional changes (excluding sales discounts, new products, products or offers) and, subject to the foregoingforgoing, any changes in Cable Services, including channel line-ups. Such notice must be given to Subscribers and the City a minimum of thirty (30) days in advance of such changes if within the control of the Franchisee, and the Franchisee shall provide a copy of the notice to the City County including how and where the notice was given to Subscribers. E. The Franchisee shall provide information to all Subscribers about each of the following items at the time of installation of Cable Services, annually to all Subscribers, at any time upon request, and, subject to Subsection 9.D.10.C., at least thirty (30) days prior to making significant changes in the information required by this Section if within the control of the Franchisee: (1) Products and Cable Service offered; (2) Prices and options for Cable Services and condition of subscription to Cable Services. Prices shall include those for Cable Service options, equipment rentals, program guides, installation, downgrades, late fees, fees and other fees charged by the Franchisee related to Cable Service; (3) Installation and maintenance policies including, when applicable, information regarding the Subscriber’s in-home wiring rights during the period Cable Service is being provided; (4) Channel positions of Cable Services offered on the Cable System; (5) Complaint procedures, including the name, address, address and telephone number of the CityCounty, but with a notice advising the Subscriber to initially contact the Franchisee about all complaints and questions; (6) Procedures for requesting Cable Service credit; (7) The availability of a parental control device; (8) Franchisee practices and procedures for protecting against invasion of privacy; and (9) The address and telephone number of the Franchisee’s office to which complaints may be reported. A copy of notices required in this Subsection 10.F. will be given to the City at least fifteen (15) days prior to distribution to Subscribers if the reason for notice is due to a change that is within the control of the Franchisee and as soon as possible if not within the control of the Franchisee. F. Notices of changes in rates shall indicate the Cable Service new rates and old rates, if applicable. G. Notices of changes of Cable Services and/or Channel locations shall include a description of the new Cable Service, the specific channel location, and the hours of operation of the Cable Service if the Cable Service is only offered on a part-time basis. In addition, should the channel location, hours of operation, or existence of other Cable Services be affected by the introduction of a new Cable Service, such information must be included in the notice. H. Every notice of termination of Cable Service shall include the following information: (1) The name and address of the Subscriber whose account is delinquent; (2) The amount of the delinquency for all services billed; (3) The date by which payment is required in order to avoid termination of Cable Service; and (4) The telephone number for the Franchisee where the Subscriber can receive additional information about their account and discuss the pending termination.

COMMUNICATIONS WITH SUBSCRIBERS. A. All Franchisee personnel, contractors, and subcontractors contacting Subscribers or potential Subscribers outside the office Each employee of the Franchisee shall who routinely comes into contact with members of the public at their places of residence must wear a clearly visible picture identification card bearing their name and photographclearly indicating his or her employment with the Franchisee. The Franchisee photograph on the identification card shall make reasonable effort prominently show the employee’s name and/or identification number. Such employee shall prominently display such identification card and shall show it to account for all identification cards at all timessuch members of the public. In addition, all Franchisee representatives shall wear appropriate clothing while working at a Subscriber’s premises. Every service vehicle Each employee of any contractor or subcontractor of the Franchisee who routinely comes into contact with members of the public at their places of residence must wear a picture identification card clearly indicating his or her name, the name of such contractor or subcontractor and its contractors or subcontractors shall be clearly identified as such to the public. Specifically, Franchisee vehicles shall have the Franchisee’s logo plainly visible. The vehicles name of those contractors and subcontractors working for the Franchisee shall have the contractor’s/subcontractor’s name plus markings (such as a magnetic door sign) indicating they are under contract to the Franchisee. B. All contact with a Subscriber or potential Subscriber by a Person representing the Franchisee shall be conducted in a courteous manner. C. Franchisee shall send annual notices to all Subscribers informing them that any complaints or inquiries not satisfactorily handled by Franchisee may be referred to LFA. A copy of the annual notice required under this Section 10.C will be given to LFA at least fifteen (15) days prior to distribution to Subscribers. D. All notices identified in this Section shall be by either: (1) A separate document included with a billing statement or included on the portion of the monthly ▇▇▇▇ that is to be retained by the Subscriber; or (2) A separate electronic notification. D. The E. Franchisee shall provide reasonable notice to Subscribers and LFA of any pricing changes or additional changes (excluding sales discounts, new products, products or offers) and, subject to the foregoingforgoing, any changes in Cable Services, including channel line-ups. Such notice must be given to Subscribers and the City a minimum of thirty (30) days in advance of such changes if within the control of the Franchisee, and the . Franchisee shall provide a copy of the notice to the City LFA including how and where the notice was given to Subscribers. E. The F. Upon request by any Subscriber, Franchisee shall make available a parental control or lockout device to enable a Subscriber to control access to both the audio and video portions of any or all Channels. Franchisee shall inform its Subscribers of the availability of the lockout device at the time of their initial subscription and periodically thereafter. G. Franchisee shall provide information to all Subscribers about each of the following items at the time of installation of Cable Services, annually to all Subscribers, at any time upon request, and, subject to Subsection 9.D.Section 10.E., at least thirty (30) days prior to making significant changes in the information required by this Section if within the control of the Franchisee: (1) Products and Cable Service offered; (2) Prices and options for Cable Services and condition of subscription to Cable Services. Prices shall include those for Cable Service options, equipment rentals, program guides, installation, downgrades, late fees, fees and other fees charged by the Franchisee related to Cable Service; (3) Installation and maintenance policies including, when applicable, information regarding the Subscriber’s in-home wiring rights during the period Cable Service is being provided; (4) Channel positions of Cable Services offered on the Cable System; (5) Complaint procedures, including the name, address, and telephone number of the CityLFA, but with a notice advising the Subscriber to initially contact the Franchisee about all complaints and questions; (6) Procedures for requesting Cable Service credit; (7) The availability of a parental control device; (8) Franchisee practices and procedures for protecting against invasion of privacy; and (9) The address and telephone number of the Franchisee’s office to which complaints may be reported. A copy of notices required in this Subsection 10.F. Section 10.G. will be given to the City LFA at least fifteen (15) days prior to distribution to Subscribers if the reason for notice is due to a change that is within the control of the Franchisee and as soon as possible if not within the control of the Franchisee. F. H. Notices of changes in rates shall indicate the Cable Service new rates and old rates, if applicable. G. I. Notices of changes of Cable Services and/or Channel locations shall include a description of the new Cable Service, the specific channel location, and the hours of operation of the Cable Service if the Cable Service is only offered on a part-time basis. In addition, should the channel Channel location, hours of operation, or existence of other Cable Services be affected by the introduction of a new Cable Service, such information must be included in the notice. H. J. Every notice of termination of Cable Service shall include the following information: (1) The name and address of the Subscriber whose account is delinquent; (2) The amount of the delinquency for all services billed; (3) The date by which payment is required in order to avoid termination of Cable Service; and (4) The telephone number for the Franchisee where the Subscriber can receive additional information about their account and discuss the pending termination. K. Franchisee will comply with privacy rights of Subscribers in accordance with applicable federal and ▇▇▇▇▇ ▇▇▇, ▇▇▇▇▇▇▇▇▇ ▇▇ ▇.▇.▇. §▇▇▇.

COMMUNICATIONS WITH SUBSCRIBERS. A. All Franchisee personnel, contractors, contractors and subcontractors contacting Subscribers or potential Subscribers outside the office of the Franchisee shall wear a clearly visible identification card bearing their name and photograph. The Franchisee shall make reasonable effort to account for all identification ‘cards at all times. In addition, all Franchisee representatives shall wear appropriate clothing while working at a Subscriber’s premises. Every service vehicle of the Franchisee and its contractors or subcontractors shall be clearly identified as such to the public. Specifically, Franchisee vehicles shall have the Franchisee’s logo plainly visible. The vehicles of those contractors and subcontractors working for the Franchisee shall have the contractor’s/contractor’s / subcontractor’s name plus markings (such as a magnetic door sign) indicating they are under contract to the Franchisee. B. All contact with a Subscriber Subscriber’ or potential Subscriber by a Person representing the Franchisee shall be conducted in a courteous manner. C. All notices identified in this Section shall be by either:. (1) A separate document included with a billing statement or included on the portion of the monthly ▇▇▇▇ bill that is to be retained by the Subscriber; or; (2) A separate electronic notification; (3) A separate on-screen notification; or (4) Any other reasonable written means. D. The Franchisee shall provide reasonable notice to Subscribers of any pricing changes or additional changes (excluding sales discounts, new products, products or offers) and, subject to the foregoingforgoing, any changes in Cable Services, including channel line-ups. Such notice must be given to Subscribers and the City a minimum of thirty (30) calendar days in advance of such changes if within the control of the Franchisee, and the Franchisee shall provide a copy of the notice to the City LFA including how and where the notice was given to Subscribers. E. The Franchisee shall provide information to all Subscribers about each of the following items at the time of installation of Cable Services, annually to all Subscribers, at any time upon request, and, subject to Subsection 9.D.10.E., at least thirty (30) calendar days prior to making significant changes in the information required by this Section if within the control of the Franchisee: (1) Products and Cable Service offered; (2) Prices and options for Cable Services and condition of subscription to Cable Services. Prices shall include those for Cable Service options, equipment rentals, program guides, installation, downgrades, late fees, fees and other fees charged by the Franchisee related to Cable Service; (3) Installation and maintenance policies including, when applicable, information regarding the Subscriber’s in-home wiring rights during the period Cable Service is being provided; (4) Channel positions of Cable Services offered on the Cable System; (5) Complaint procedures, including the name, address, address and telephone number of the CityLFA, but with a notice advising the Subscriber to initially contact the Franchisee about all complaints and questions; (6) Procedures for requesting Cable Service credit; (7) The availability of a parental control device; (8) Franchisee practices and procedures for protecting against invasion of privacy; and (9) The address and telephone number of the Franchisee’s office to which complaints may be reported. A copy of notices required in this Subsection 10.F. will be given to the City at least fifteen (15) days prior to distribution to Subscribers if the reason for notice is due to a change that is within the control of the Franchisee and as soon as possible if not within the control of the Franchisee. F. Notices of changes in rates shall indicate the Cable Service new rates and old rates, if applicable. G. Notices of changes of Cable Services and/or Channel locations shall include a description of the new Cable Service, the specific channel location, and the hours of operation of the Cable Service if the Cable Service is only offered on a part-time basis. In addition, should the channel location, hours of operation, or existence of other Cable Services be affected by the introduction of a new Cable Service, such information must be included in the notice. H. Every notice of termination of Cable Service shall include the following information: (1) The name and address of the Subscriber whose account is delinquent; (2) The amount of the delinquency for all services billed; (3) The date by which payment is required in order to avoid termination of Cable Service; and (4) The telephone number for the Franchisee where the Subscriber can receive additional information about their account and discuss the pending termination. I. Franchisee will provide convenient alternative means for bill payment, and providing for the pick up or drop off of equipment by any one or more of (i) having a Franchisee representative going to the Subscriber’s premises, (ii) using a pre-paid mailer, or (iii) establishing a location(s) for the pick up and drop off of equipment.