Complaint Resolution Procedure
In compliance with the FCC “Compliant Resolution Procedure” regulation, we are pleased to provide you with the following procedures to help us resolve any cable signal problems as quickly as possible.
- Any time you have a problem with your billing invoice or cable reception, please contact a GCI Customer Service Representative (CSR) at a local GCI Store, via email at firstname.lastname@example.org, or by phone at 265-5400 (Anchorage) or 800-800-4800 (statewide)
- When GCI receives calls about service during normal business hours, a CSR will attempt to resolve the problem over the phone. If the problem cannot be resolved, the CSR will schedule a Service Technician to visit the home, within the next business day. If possible, the service call will be scheduled for same-day service.
- Emergencies that affect signal quality such as fallen utility poles, violent storms or very cold weather may interfere with reception of cable service. We are committed to having one of our crews promptly correct an emergency situation.
- GCI maintains complaint records for at least one year. In addition, these records will be available for inspection by the FCC or the Regulatory Commission of Alaska (Attn: Consumer Protection Section 701 West 8th Ave., Suite 300, Anchorage, AK, 99501)
We urge you to call or write us anytime with questions or concerns about your bill, service, equipment hook-up, or any other aspect of the cable television service that we take pride in providing you.
Billing Procedures and Payment Options
As a GCI customer you are billed monthly, in advance, for the cable service and equipment to which you have subscribed. Your first bill extends from the first day of cable service and one month forward and will include credit for any funds collected at the time of your installation. You will typically receive your first bill one to two weeks after installation.
Partial-month charges will be itemized on your statement if you add or change service between billing dates. Payments can be made on or before the due date. Please include the top portion of your bill with your payment.
In the event that you cable service is interrupted and is not reestablished within 72 hours from the time a request for service is made, your account may be credited on a prorated basis for loss of service during each 24-hours following your request.
GCI offers you a number of payment options. You may mail your payment to the address listed on your bill. Our customer service centers offer drop boxes and payment in person by: cash, check, most major credit cards, or bank debit card. You may arrange to have your monthly cable charges billed automatically to your credit card. You may pay your bill online using GCI eBill option.
Should you have any questions regarding your bill, please bring it to our attention within 30 days so that we can review it. Please pay all amounts not in question by the due date to keep your account current. For billing complaints, please see the Complaint Resolution Procedures.
Late or Missing Payments
Please note there is a late charge assessed to any account that is not paid in full by the “Due Date” listed on your bill. If your account is disconnected due to nonpayment, a reconnection fee will be required to reconnect your cable service. Returned checks are subject to a $30.00 return fee.
When adding new cable service or additional cable television hook-ups to your home, you are entitled to an installation appointment within seven business days of your request of service or your installation charges may be waived. Your appointment will be scheduled in a window no larger than four hours, unless you request otherwise.
Upon arriving at your home for an installation or service appointment, GCI Cable TV employees will properly identify themselves by using their first and last name and the reason for the visit. We recommend the individual(s) responsible for the cable service account sign for the equipment required in your home. It is imperative that someone over 18 years of age be home during the installation of your cable television service. This will insure complete installation and allow you to become more familiar with your cable service and equipment.
Disconnection & Termination of Service
You have the right to cancel your service for any reason at anytime by giving us notice. We will refund any balance due to you by mail shortly after disconnection of service if there are no outstanding charges and after equipment has been returned to us. If you are disconnecting service due to a move, please call our Customer Service department a week in advance of your move to ensure that your final bill is correct. You will need to return any GCI equipment, such as your cable converter, to our office. Otherwise, you will be charged for unreturned equipment.
When The Sun Gets In The Way
Sometimes the satellites from which we receive much of our programming end up directly between the earth and the sun. This usually occurs during the first weeks of March and October. When this happens, the energy of the sun can overpower the satellite signals for several minutes at a time, resulting in an interruption with your television picture. This disruption generally does not last longer than about 10 minutes a day during this limited “sun outage” period.
Consumer Guide to Cable TV and Home Entertainment Equipment
Here are some things you should know about how GCI Cable works with your TV, VCR, DVD andor BluRay devices. With cable TV connected to your home entertainment system, you enjoy the best choice, convenience, and value. Extra steps may be required for cable TV to work effectively with various equipment types. This guide provides information about when cable TV is compatible with your equipment and when it may not be. If you don’t find your particular situation described in this guide, please call us. We will work with you to determine the cable setup most appropriate for your needs.
Now that GCI delivers all of the programming in a digitized format, a set-top converter or a CableCARD is typically required. Without a set-top converter or CableCARD, you may be unable to view channels delivered via the cable system. GCI will provide you with a set-top converter or a CableCARD for a monthly rental fee. We lease CableCARDs for use in customer-owned retail CableCARD-ready devices. You may contact us to request professional installation of CableCARD in such devices or request that we provide a CableCARD to you for self-installation. Many of our leased set-top boxes also include CableCARDs inside, and the same portion of our lease rates for those devices is attributed to the CableCARD. Please note that, at present, none of the retail devices that use CableCARDS are able to access our advanced interactive digital cable services, such as Video-On-Demand, Pay-Per-View, the programming guide, and other interactive services. If you wish to access those services, you must still lease a set-top box that you may use in conjunction with your CableCARD device. From time to time, we may offer bundled packages that include one or more set-top box leases within the base package price. A customer that purchases such bundles and also leases a stand-alone CableCARD in lieu of taking the included set-top box may request a prospective monthly credit for the unused device. In such cases, the credit shall be the amount we charge for such set-top box if leased separately. It is a federal crime to purchase “decoder” boxes that are designed to circumvent the cable system’s security network.
Compatible Remote Controls
GCI’s converters work in conjunction with some remote controls available for purchase at retail stores. These remotes may be used in place of the ones we provide with your converter.
Additional Equipment/Recording a Second Channel
The set-top converter “converts” all cable channels to channel 3 so you can only receive one channel at a time through the converter. This means that there may be certain features of your TV and VCR that you will not be able to use without additional equipment. For instance, you may have trouble taping one program while watching another or using the picture-in-picture feature.
Should you wish to use the features noted above, GCI will provide you with supplemental equipment, such as a splitter, for a nominal charge. If you prefer, you may purchase supplemental equipment at retail outlets.
Please visit our TV support pages at www.gci.com/support, for additional details pertaining to these operational matters. Alternatively, visit a GCI Store or call our office to speak with a CSR if you have any questions regarding your cable TV equipment set-up or to request a copy of applicable equipment compatibility information.
Cable Television Subscribers Privacy Rights Notice
Federal law requires that we provide a copy of this notice to you annually. It does not mean that we are changing existing business practices.
Collection of Information
We are required by the Federal Cable Communications Policy Act of 1984 (“the Cable Act”) to inform you about our practices with respect to personally identifiable information in our files. We collect personally identifiable information about you with your consent or when necessary to obtain information in order to render a service you receive or to detect theft of cable services. The information that this cable system generally collects and maintains includes billing records; service maintenance and repair records; premium service subscription information; marketing information; equipment and usage information; and subscriber complaints or correspondence. The personally identifiable information we collect may include, but is not limited to, your name, address, phone number, social security number, driver’s license number, credit/debit card information, bank account information, payment history, and credit reports. (Personally identifiable information, however, does not include aggregate data that does not identify a particular person.) We use this information to enable us to provide you with the services you have requested and to support related business activities such as service calls, customer and technical support, customer surveys, as well as billing collection and marketing needs. We also need and use this information for our own tax and account records.
Under the Cable Act, we may disclose personally identifiable information without your consent if it is (1) necessary to render service or conduct a related legitimate business activity, (2) required by law, or (3) disclosed as a mailing list (as described below). Unless otherwise noted below, all the personally identifiable information that we collect is used for the business purpose of offering, marketing, rendering and supporting our services to you. Some persons have access to such information when necessary in connection with our business. People who require access from time to time include our employees; our affiliates; our sales agents; our vendors or contractors that provide services or components to the cable system (such as our installers, accountants, billing and collection service, and consumer and market research firms); our program and program guide providers where applicable; our programmers and broadcasters that will periodically audit subscription information; our equipment suppliers; and representatives of the franchising authority. If we enter into a merger, sale, transfer, or any other reorganization of some or all of our assets, your personally identifiable information may be transferred as part of that transaction. This cable system will not maintain such information after it is no longer necessary for carrying on our business, including record-keeping for tax and accounting purposes.
As a subscriber, you may review any personal information held by us that pertains to you if you give us a reasonable period of time to locate and, if necessary, prepare the information for review. (Preparation is sometimes necessary to avoid disclosure of information relating to other subscribers.) If you wish to review your personal information, please contact us to set up an appointment during regular business hours. You may request a correction of any errors in personal information that we collect or maintain pertaining to you.
We are permitted to disclose personally identifiable information to the extent necessary to conduct our business. In addition, the law allows us to disclose your name and address for non-cable service related mailing lists or other purposes, unless you advise us in writing that you do not wish us to disclose it. However, such disclosures of names and addresses may not include the extent of viewing or other use you make of any service we provide, nor may it disclose the nature of any transaction you make over a two-way system. If you do not wish to have your name and address disclosed, please contact us at the system office.
Disclosure Required by Law
We may disclose personally identifiable information without your consent if we are required to do so by law. For example, a governmental entity may seek through valid legal process (such as warrants, court orders, or subpoenas) to obtain personally identifiable information from the cable system concerning you as a cable subscriber. However, we will disclose records revealing your viewing habits only if (1) served with a court order indicating the governmental entity has made a clear and convincing showing of relevance to criminal activity and (2) you have been given an opportunity to contest the order. If we are served with a court order requiring such disclosure to a non-governmental entity, we will inform you before any information is released.
Rights Under the Cable Act
We urge you to call or write us anytime you have question about your service, equipment hook-up, or any other aspect of the cable television service that we proudly provide. If you believe you have been aggrieved as a result of a violation of the Cable Act, your rights are also enforceable through a civil action seeking damages, attorney’s fees, and litigation costs in addition to other rights and remedies that may be available under federal or other applicable laws.
GCI is happy to bring Alaskans the best TV programming available. Most of this programming is subject to agreements with the content owners who provide it to us. These agreements expire from time to time, and sometimes we are unable to continue them. In such cases, we would lose access to some programming now being carried. Go to www.gci.com/programmingexpirations for more details.