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RCN Customer Terms and Conditions

  1. General: Customer understands that services provided hereunder may be governed by certain Federal, state and local regulatory authorities and by certain terms and conditions of service contained in any applicable RCN tariff on file with such authorities In the event of any conflict between the terms conditions set forth herein and those provided under any government regulations or RCN tariff, in all instances, the terms and conditions set forth in the regulations or RCN tariff(s) shall prevail.
  2. Credit Check: WRCN reserves the right to verify credit as a condition of provisioning video, telephony or internet services. Credit checks may not be required for video-only customers who have been current on their account for the last six (6) consecutive months Credit card verification and validation are required for all prospective RCN Internet Service customers (excluding cable modem customers who wish to be invoiced monthly for services).
  3. Payment of Charges: Customer will be billed monthly in advance for services to be received, plus pro-rata charges, if any, for periods not previously billed. Customer will be billed monthly for pay per view or other services ordered where charges are based on actual usage or on orders placed during the previous month. Customer must pay all undisputed monthly charges as itemized on the RCN monthly invoice and/or notify RCN of disputed items within thirty (30) days of receipt or such other amount of time as is prescribed by law. Failure to pay charges invoiced may result in discontinuance of service, the removal of all equipment and in the imposition of a late payment or service charge. An additional charge may be imposed if a check is not honored due to insufficient funds. In the event collection activities are required, an additional collection charge may be imposed. RCN shall furnish to Customer upon request, a list of its rates and charges. Subject to applicable law, RCN shall issue a credit or refund for any billing error that is brought to its attention by Customer within sixty (60) days of bill. The issuance of a credit or refund, if any, for errors brought to RCN’s attention beyond sixty (60) days will be at RCN’s sole discretion, or as otherwise required by applicable law.
  4. Special Construction: If Customer requests a change in location of all or part of the Service prior to the completion of construction or installation, Customer agrees to pay RCN all reasonable additional costs incurred from Customer change in location.
  5. RCN Property: All equipment, including but not limited to, cables, wires, amplifiers, cable modems, cable boxes and remotes delivered to and/or installed in the Customer’s home by RCN (“Equipment”) remains the property of RCN. Customer must return all equipment immediately upon termination of service. Failure to do so will result in a charge to be determined with reference to RCN’s then current schedule of charges, which amount shall be due immediately. Customer agrees to pay such charges whether the Equipment is lost (through theft or otherwise) or destroyed, and in the case of a converter, the potential cost to RCN of misuse of the converter(s) upon Customer’s loss of control over it. Any collateral form of payment Customer provides to RCN will be used to cover any and all equipment charges.
  6. Disruption of Service: In no event shall RCN be liable for any failure or interruption of program transmissions or service resulting in part or entirely from circumstances beyond RCN’s reasonable control. Subject to applicable law, credit will be given for qualifying outages. RCN shall not be liable for any direct, indirect, consequential, incidental, special, exemplary or punitive damages from whatever cause.
  7. Repair of RCN Equipment: RCN will respond to all requests for system repair and will repair and/or replace defective Equipment in Customer’s home. RCN is not responsible for the maintenance or repair of Customer provided equipment. A service charge may be imposed if damage to RCN Equipment due to negligent use or abuse or if no fault is discovered in RCN’s system or Equipment. RCN makes no warranties with respect to Equipment or service provided by RCN and disclaims any and all implied warranties, including warranties of merchantability or fitness for a particular purpose or use. All other Equipment installed by RCN, including but not limited to the converter(s) indicated on the face side, any security devices of amplification equipment and all remote control units provided to Customer by RCN shall at times remain the property of RCN. Customer agrees not to tamper with same and to return RCN’s property upon termination of Service. In order to ensure compliance with applicable laws and performance standards, Customer agrees that equipment installed by RCN shall not be serviced by anyone other than RCN’s employees or agents. Customer shall not connect or attach directly or indirectly, any additional television(s) or any other electrical, mechanical or other devices to any such equipment without the prior written approval of RCN. Should any device or any facility purchased by Customer not comply with the technical specifications established by the Federal Communications Commission, including but not limited to those relating to signal leakage, RCN reserves the right to discontinue service until such non-compliance is cured by Customer.
  8. Force Majeure: Neither party shall be liable for any delay or failure of performance or Equipment due to causes beyond its control, including but not limited to: acts of God, fire, flood, explosion or other catastrophes; any law, order, regulation, action or request of a Federal, state or local governmental authority or of any civil or military authority; national emergencies, unavailability of rights-of-way or materials; or strikes, lock-outs, work stoppages or other labor difficulties.
  9. Customer Property: RCN assumes no responsibility for the condition or repair of any Customer provided equipment. Customer is responsible for the repair and maintenance of Customer provided equipment. RCN is not responsible or liable for any loss or impairment of reception of RCN’s service due in whole or in part to a malfunction or defect in Customer provided equipment.
  10. Taxes: Customer agrees to pay all Federal, state and local taxes, including but not limited to, all sales and excise taxes imposed or levied on or with respect to service, equipment, and installation or placement charges incurred with respect to the same.
  11. Reproduction or Programs: Customer agrees that the programs provided by RCN will be utilized solely for Customer’s personal, non-commercial use and will not be duplicated except as may be permitted by applicable law.
  12. Care of RCN Property: Customer agrees that neither Customer nor any other person (except RCN’s authorized personnel) will open, tamper with, service, make any alterations to or remove any Equipment from its point of initial installation. Any altering, tampering, removal or use of the Equipment which causes the receipt of services without authorization constitutes theft of service and is prohibited.
  13. Access to Customer Premises: Customer warrants that Customer is the owner of, or a tenant in, the service address indicated on the face side hereof and has authority to enter into this Agreement. Customer agrees to indemnify and hold RCN harmless from any and all claims resulting from a breach of this warranty. Customer agrees to provide RCN’s representative with access at reasonable times to Customer’s premises to inspect and maintain the Equipment supplied by RCN and, upon the termination of service, to remove the same from the premises. RCN’s failure to remove its property shall not be deemed an abandonment thereof, except as provided by law.
  14. Assignment or Transfer: This Agreement and the Equipment supplied by RCN are not assignable or otherwise transferable by Customer. Customer shall notify RCN of any change of occupancy or ownership of the premises immediately upon such transfer of ownership or tenancy.
  15. Termination of Service: Customer may terminate an RCN service at any time by giving prior notice to RCN. This Agreement and the Service provided hereunder may be terminated (a) by RCN at any time without prior notice (i) if the Customer fails to comply in full with all the terms herein; or (ii) if RCN loses the right or ability to use public rights-of-way necessary to serve Customer, or (b) by Customer, at any time, upon notice to RCN, provided all RCN Equipment (including all converters and remote control units) are made available by Customer for removal by RCN ore are returned immediately to RCN by Customer. All Equipment must be returned immediately and outlets disconnected to avoid additional or continuing charges. In the event of termination by RCN, any restoration of service shall be solely at RCN’s discretion and on such terms as RCN shall determine are necessary to resume service on a commercially reasonable basis.
  16. Breach of Agreement: If Customer breaches this Agreement or fails to abide by RCN’s rates, rules and regulations, RCN, at its option, may discontinue the Service and remove the Equipment. Customer shall pay reasonable collection and/or attorney’s fees to RCN in the event that RCN shall find it necessary to enforce collection or to preserve and protect its rights under this Agreement.
  17. Programming: All programming, program services, program packages, number of channels, channel allocations and broadcast channels are subject to change in accordance with applicable law. Customer acknowledges and agrees that RCN has the right at any time to preempt, without prior notice, specific programs or services advertised as available to Customer and to determine what substitute programming, if any, shall be made available. RCN may, at its discretion, make additions, deletions or modifications to its current program line-up without liability to Customer. RCN shall not be liable for failure to deliver any programming, except to the extent provided in paragraph 3 hereof.
  18. Rates: Rates for the installation of service or Equipment and rates for programming or other services are subject to change in accordance with applicable law.
  19. Programming Disclaimer: RCN assumes no liability for any program or information distributed over the cable system unless locally produced by RCN. RCN shall not be responsible for any products, merchandise or prizes promoted on or purchased through the use of the cable system, unless such products, merchandise or prizes are provided directly by RCN.
  20. Internet Online Agreement: The Customer agrees to adhere to the terms and conditions of any applicable RCN tariff, the RCN Internet Access Agreement, the RCN Internet Customer Guide, the RCN Acceptable Use Policy and the RCN High Speed Cable Modem Service Addendum. Certain of these documents can be found on the RCN home page ( and/or on the RCN setup disk. By signing this Sales Order Form and by Customer’s first use of RCN’s Internet Service, Customer is deemed to have read and agreed to be bound by these documents.
  21. Internet Local Access Number: RCN will not be responsible for any telephone charges incurred while using the internet. Customers are responsible for verifying that their access number is a local telephone call.
  22. VoIP 911 Dialing: Under certain circumstances, RCN’s Voice-Over-Internet-Protocol (“VoIP”) service (where applicable) will not support Traditional 911 or Enhanced 911 (E911) dialing access to emergency services. The address associated with an E911 call on RCN’s VoIP service is specific to Customer’s original service location only. Movement of the VoIP equipment from the original service location to a new service location may result in a mistaken identification of the E911 call as having come from the original service location. Furthermore, 911 dialing on RCN’s VoIP service will not function in the event of a power failure or improper network connection and/or function. Customer understands and acknowledges that RCN, its affiliates, subsidiaries, parent companies and network service providers, will have no liability whatsoever with respect to 911 dialing on RCN’s VoIP service.
  23. Entire Agreement: This Service Order, together with the terms and conditions contained herein, constitute the entire agreement between the Customer and RCN. No undertaking, representation or warranty made by any agent or representative of RCN in connection with the sale, installation, maintenance or removal of RCN’s services shall be binding on RCN except as expressly included herein. RCN may amend this Agreement on thirty (30) days prior notice to Customer. Customer’s election to continue receiving the Service thereafter shall be deemed to constitute Customer’s acceptance of such amendment.
  24. 911 Assurance and eMTA Battery Backup: Your RCN telephone service is provided via a telephone modem at your location. This device requires electrical power at your location in order to provide service. In the event of a power outage, telephone service, including access to 911, will not work unless you have a back-up power source. Note that phone service may still be unavailable due to other circumstances such as downed poles/wires, outages or other issues affecting RCN’s network. Currently, RCN will provide an 8-hour internal back-up battery for RCN-supplied telephone equipment at no charge upon request from the customer. A 24-hour back-up battery is also available for purchase from RCN. RCN supplied batteries are rated to provide 8 – 12 or [24] hour of standby time when new, respectively. Active use of the telephone line will reduce the amount of standby time provided by the battery; cold temperatures and age may also reduce standby time. Back-up batteries should be kept installed in the equipment, and annually be tested and checked for signs of deterioration or leakage. Batteries may be obtained at the time of install or by calling 800.RING.RCN (800.746.4726). This policy may be subject to change at a future date. Customers may also utilize an external UPS (Uninterruptable Power System) to provide or extend telephone backup time. These systems are commonly available through electronics and office supply retailers. External UPS systems should be rated at 300 Watts or higher in order to provide 8 hours of standby time. Please refer to the HELP section of the RCN website for further information.
  25. Customer Privacy Notice: As a customer of cable services, you are entitled under Federal law to know the following:
    1. In order that we may provide reliable, quality service to you, and to make sure that you are being billed for the services you receive, we keep regular business records relating to you as a Customer. These records contain personally identifiable information which may include your name, spouse’s name, address, phone number, identification numbers (such as driver’s license and/or social security number), credit card information as required for payment of services, records relating to deposits (if any), cable service and installation agreements, work orders, billing and payment information, service options you have chosen, the number of television sets in your household connected to our service, and records relating to service repairs, maintenance and complaints at your address. Such information is collected and used for billing and collection purposes, programming, marketing and other cable-related aspect s of providing, auditing and maintaining your service, and to keep legal, financial, accounting, tax, property and other records as may be required by RCN’s cable television franchise or authorization.
    2. Except as otherwise noted, all personally identifiable information is used only for the normal business purposes associated with offering and rendering cable service to you. It is accessible as often as needed (which could be on a daily basis ) to cable system employees, contractors, building owners or their agents, and installation and sales agents, to install, market, sell, provide and audit cable service and to measure viewer ship and Customer satisfaction; businesses which provide services to us (such as our accountants, attorneys and billing and collection services); potential purchasers in connection with system sale; tax professionals and bookkeepers to compile records and file reports; outside auditors to verify records; program guide providers; where applicable, programming services for marketing and audit purposes; and representatives of local authorities to demonstrate compliance as may be appropriate, subject to applicable law. We may also electronically test the system from time to time to determine whether you are being properly billed for the cable service you are receiving. The frequency of disclosure varies according to business needs.
    3. We will maintain information about you as long as we provide service to you and for a reasonable time thereafter in order to comply with applicable laws and for related business activities, such as follow-up billing, tax and accounting purposes. The personally identifiable information will be destroyed when it is no longer needed for the cable-related activities for which it was collected.
    4. We will consider the information we keep to be confidential, and may under Federal law disclose it to a third party only if (i) you consent in advance in writing such as through this disclosure or electronically; (ii) disclosure is necessary to render cable service or other services we provide to you and related business activities (as described in paragraph b. above; (iii) disclosure is required pursuant to a court order and you are first notified of and have an opportunity to contest that order; or (iv) in accordance with paragraph e. below.
    5. From time to time, we may also disclose your name and address for mailing lists and other purposes if we have given you prior opportunity to prohibit or limit such disclosure and you have not done so. We will not disclose the extent of your viewing or use of a particular service or the nature of any transaction you make over the cable system, but we may disclose that you are among those who subscribe to a particular service. If you wish to remove your name from such lists or limit the use of your name at any time, please provide written notice to us at the address listed on the face side hereof.
    6. You have the right to inspect and request correction of any error in our records that contain information about you, and to enforce your rights by a civil action under Federal law, in addition to other remedies that may be available to you. If you wish to inspect your records, please contact us by mail or telephone, giving us a reasonable period of time to locate and, if necessary, prepare the information for review, and to arrange an appointment during regular business hours.
    7. If a customer payment is returned for insufficient funds, the customer authorizes the electronic re-presentment of their payment and the charging of a processing fee of the lesser of $ 30 or the highest rate allowed by law. The processing fee related to the electronic re-presentment is in addition to the RCN charge applied to your account for insufficient funds of $25 (or the highest rate allowed by law). The customer may also be responsible for other costs associated with collection and any applicable taxes from the sale of RCN services.


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