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Home My WebLink About20030577.tiff AT&T Broadband Iliefielmanar rrn n l r., 9, nrt 8000 East Miff Avenue r 4- Denver, Colorado 80231 I l February 20, 2003 VIA OVERNIGHT MAIL Weld County Commissioners Attn: Weld County Clerk Weld County 915 10`"Street, 3rd Floor Greeley, Colorado 80632 Re: Annual Report Dear County Clerk: Enclosed please find a revenue statement as required by Section 20.2 of our Franchise Agreement with Weld County. Also, enclosed is a kit that we provide to our customers upon installation in flat file format, which includes the subscriber information as required by Section 4.3. 1. of the Customer Service Standards. Please feel free to contact me at 303-603-5012 if you have any questions or concerns. Sincerely, Comcast of Colorado I, LLC (formerly, AT&T Broadband of Northern Colorado I, LLC) I/k/a AT&T Broadband 22/ (44% Glenn Walker Franchise Compliance Specialist C: Wendy Farley ii(9 Recycled Paper 03 -O_:3 -p ? I i 2003-0577 _ AT&T Broadband 8000 E Miff Avenue Denver, CO 80231 February 7, 2003 Weld County Attention: Weld County Board of Commissioners P.O. Box 758 Greeley, CO 80632 Dear Sir: I have reviewed the attached Annual Franchise Fee Report for Weld County, Colorado, for the twelve months ended December 31, 2002. To the best of my knowledge and belief, the report accurately reflects the revenues subject to franchise fees during this period, and correctly states the calculated franchise fees. The report further indicates that the franchise fees for this period are paid in full. I am not independent with respect to the accompanying report and thereby, express no opinion on this unaudited report. Sincerely, Kevin T. Miller Vice President of Finance Enclosure Recycled Paper Annual Franchise Fee Report-TCI of Colorado, Inc. For Weld County For Twelve Months Ended December 31, 2002 Franchise Fee Calculation Cable Revenue $ 66,924.94 Ad Sales Revenue $ 7,214.14 Internet Revenue (1/1/02 through 3/15/02*) $ - Revenues subject to Franchise Fees $ 74,139.08 Franchise Fee 5% Adjusted Franchise Fee- 12 mo.ended 12/31/02 $ 3,706.96 Franchise Fee Payments First Quarter-2002 $822.55 Second Quarter-2002 $886.44 Third Quarter-2002 $924.54 Fourth Quarter-2002 $1,073.43 Total Franchise Fee payments- 12 mo. ended 12/31/02 $ 3,706.96 Adjusted Total Due/(Refund)from Weld County- 12 mo ended 12/31/02 $ - Note-- Report reflects calculation of fees in accordance with your franchise agreement. *Cable Internet subscriber revenues are excluded beginning 3/15/02 to coincide with the FCC ruling. 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 39 G. Safe" CONTENTS The Cable Operator shall install and locate its facilities,cable system,and equipment in com- pliance with all federal,state,local,and company safety standards,and in such manner as shall not unduly interfere with or endanger persons or property.Whenever the Cable Operator Important Notices To Our Customers receives notice that an unsafe condition exists with respect to its equipment,the Cable Regarding Equipment Compatibility I Operator shall investigate such condition immediately,and shall take such measures as are necessary to remove or eliminate any unsafe condition. PayingYour Bill 2 H. Satisfaction Guaranteed Reading Your Bill 3 The Cable Operator shall guarantee customer satisfaction for every customer who requests new installation of cable service or adds any additional programming service to the cus- Watching AT&T Digital Cable 5 tamer's cable subscription.Any such customer who requests disconnection of such service A Brief Note About The Services We Offer 8 within thirty(30)days from its date of activation shall receive a credit to his/her account in the amount of one month's subscription charge for the service that has been disconnected. Digital Music 9 Pay-Per-View 9 About Your Digital Consumer Terminal (DCT) 10 On-Screen Program Guide 13 Frequently Used Functions 13 Our Universal Remote Control 14 On-Screen Program Guide Main Menu 15 GettingYour Listings By Time,Channel or Category of Interest 16 Learning How To FlipTm 17 Surfing Channels With Browse" 17 Using The Reminders Feature 18 FindingYour Program With Search 19 Accessing Digital Music 19 Watching AT&T Digital Cable Pay-Per-View 20 Pay-Per-View Free Preview 20 Retrieving Messages 21 How To SelectYour Favorite Channels 21 Using the Parental Control Feature 22 Setting Personal Preferences 22 Troubleshooting Remedies 23 Policies & Practices 25 Greater Metro Telecommunications Consortium Customer Service Standards 34 Subscriber Privacy Notice Inside Back Cover 39 DE 4/02 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 1 —EH I E. Customer Information Equipment Compatibility I.Upon installation,and at any time the customer may request,the Cable Operator shall provide the following information,in clear,concise written form: a.Products and services offered by the Cable Operator,including its channel lineup: To our customers: b.The Cable Operator's complete range of service options and the prices for Things you should know about how your TV and VCR work when connected to your these services; local cable system.: c.These Standards, and any other applicable customer service standards: "Cable-Ready" and"Cable-Compatible" Equipment d.Instruction on the use of cable TV service and on standard VCR hookups; One of the reasons you may subscribe to our cable system is we offer many more e.The Cable Operator's billing,collection and disconnection policies; channels of programming,in addition to what you may be able to receive off-the-air. f. Customer privacy requirements; Some of you may have TV receivers or VCRs that can tune to all non-scrambled chan- g.All applicable complaint procedures,including complaint forms and the telephone num- nels we provide.Others may have older sets that are unable to tune in all channels bers and mailing addresses of the Cable Operator,the FCC,and the Franchising available over the cable system. Authority to whom the complaints should be addressed; Even if you have an older TV or VCR that was advertised as being"cable ready"or h.Use and availability of NB switches: "cable compatible;"the equipment may not perform as you expected when connected directly to cable.This is because there previously were no standards applicable to TV i. Use and availability of parental control/lock out device; set manufacturers governing the reception of cable channels.According to new federal i. Special services for customers with disabilities; regulations.TVs and VCRs sold in the United States as of July 1997 cannot be called k.Days,times of operation,and locations of the service centers. "cable ready"or"cable compatible"unless they comply with new technical require- ments adopted by the FCC,including the ability to properly tune cable channels, 2.Copies of all notices provided to the customer shall be filed(by fax acceptable)concur- You may encounter additional problems or interference when your TV set or VCR is rently with the Franchising Authority and the Consortium. connected directly to cable.For example,you may encounter co-channel interference 3.The Cable Operator shall provide customers with written notification of any change in or an inability to receive higher number channels.These problems are often solved rates,programming,or channel positions,at least thirty(30)days before the effective date of through the use of a set-top converter.Converters are available through AT&T change. Broadband for a monthly fee.The set-cop converter will"convert"the cable channels 4.All officers,agents,and employees of the Cable Operator or its contractors or subcon- to a designated channel on your TV Please understand that the process of converting tractors who are in personal contact with cable customers shall wear on their outer cloth- all of our channels to such a channel means that you can only receive one channel on ing identification cards bearing their name and photograph as approved by the Franchising your TV set at a time through the converter.This means there may be certain features of your TV or VCR that depend on channel tuning of these devices that you will not be 4— Authority.The Cable Operator shall account for all identification cards at all times. Every able to use.For example,taping one program while watching another,recording two or vehicle of the Cable Operator shall be clearly visually identified to the public as working for more consecutive programs appearing on different channels,and the use of picture-in- the Cable Operator. All CSRs shall identify themselves orally to callers immediately follow- picture may not be possible without additional equipment. ing the greeting during each telephone contact with the public. Every vehicle of a subcon- tractor or contractor shall be labeled with the name of the contractor and further identified Availability of Special Bypass Equipment as contracting or subcontracting for the Cable Operator. Some of the channels offered on the cable system may also be scrambled and may be S.Each CSR,technician or employee of the Cable Operator in each contact with a viewed only if a set-top converter is used.However,as described above,a converter customer shall state the estimated cost of the service,repair,or installation orally prior to may limit your ability to use certain advanced features on your TV set or VCR.If you delivery of the service or before any work is performed,and shall provide the customer use a converter,and you have problems using the special features,additional special with an oral statement of the total charges before terminating the telephone call or before equipment may be necessary to regain some or all of these features.AT&T Broadband leaving the location at which the work was performed. will consult with you in order to determine what specific equipment may be available F. Customer Privacy to solve your particular situation.This equipment may include an additional converter, or,if you have a receiver that can tune our cable channels,possibly a switch(or a spe- I.The Cable Operator shall not monitor cable television signals to determine the individual clal converter with a switch)that will enable you to by-pass the converter and tune all viewing patterns or practices of any customer without prior written consent from that unscrambled channels with your TV orVCR. customer,except as otherwise permitted by the applicable Franchise. Please contact us regarding your needs,and we will be happy to discuss alternatives 2.The Cable Operator shall not sell or otherwise make available customer lists or other with you and give you a schedule of charges.In addition,you may purchase by-pass personally identifiable customer information without prior written customer consent, switches and additional converters at retail outlets.Please remember,however,that except as otherwise permitted by the Franchise.The Cable Operator is permitted to converters with descrambling capabilities should only be obtained from us.In fact, disclose such information if such disclosure is necessary to render,or conduct,a legitimate should you see advertisements for cable converters that have descramblers in them business activity related to a cable service or other service provided by the Cable Operator (so-called"pirate boxes"or"black boxes"),you should understand that these devices to its customers. may be illegal to sell or use,unless authorized by us.Because of the need to protect our scrambled services,we will not authorize the use of any converters.pay-per-view, and other descramblers not provided by us. I DE 4/02 38 -0- • 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 37 Pay-Per-View Programming applicable service period,the Cable Operator may disconnect the customer's service. AT&T Broadband may not have the right to distribute pay-per-view programming to provided it has provided two(2)weeks notice to the customer that such disconnec- commercial establishments.You may not order or request pay-per-view programming Lion may result for receipt,exhibition or taping in a commercial establishmenc.You may neither exhibit b.The Cable Operator shall issue a credit or refund to a customer within thirty(30)days nor assist in the exhibition of pay-per-view programming in a commercial establishment after determining the customer's entitlement to a credit or refund. unless explicitly authorized to do so in advance,by us and our program provider.If you 7.Treatment of Property fail to abide by this restriction,you will be held liable for any claims made against you or AT&T Broadband on account of any unauthorized commercial exhibition. a.The Cable Operator shall keep tree trimming to a minimum;trees and shrubs or other landscaping that are damaged by the Cable Operator,any employee or agent during Remote Controls installation or construction shall be restored to their prior condition or replaced. If you use a converter with remote control capability,we provide remote control Trees and shrubs shall not be removed without the prior permission of the owner or devices for a monthly charge.In some areas,you may also be able to buy them from us. legal tenant of the property on which they are located.This provision shall be in addi- It is also possible that the remote control that came with your TV or VCR is capable tion to,and shall not supersede.any requirement in any franchise agreement. of controlling the converter box as well.In that case,please feel free to use it.If you b.The Cable Operator shall,at its own cost and expense,and in a manner approved by choose,you may also buy a"universal"remote control device,capable of working with the property owner and the Franchising Authority,restore any property to as good our converters,at a retail outlet including many appliance or consumer electronics condition as before the work causing such disturbance was initiated.The Cable stores.Examples of compatible universal remote control devices include:Zenith, Operator shall repair,replace or compensate a property owner for any damage result- including Gemini's"Rabbit"series;the Mac-10 and the Mac-20;Mentek Memorex CP-8; ing from the Cable Operator's installation,construction,service or repair activities. Universal Electronics One Four All III;and Tandy Corporation 5902.You can probably find others as well. c.Except in the case of an emergency involving public safety or service interruption to a Any or all of the above remote control devices may not be compatible with DCTs large number of subscribers, the Cable Operator shall give reasonable notice to prop- which may be required for optional services voluntarily requested by you. erry owners or legal tenants prior to entering upon private premises,and the notice shall specify the work to be performed;provided that in the case of construction oper- Th hope this information has been useful.If you have any questions,please contact us. ations such notice shall be delivered or provided at least twenty-four(24)hours prior The phone number of your AT&T Broadband office is contained on your monthly bill, to entry. Nothing herein shall be construed as authorizing access or entry to private or in your monthly billing mailing. property,or any other property,where such right to access or entry is not otherwise Notice Of Availability Of Converters For Additional Outlets provided by law. If damage is caused by any Cable Operator activity,the Cable Operator shall reimburse the property owner 100%of the cost of the damage or Subscribers who install their own additional receiver connections may not be able to receive replace the damaged property. For the installation of pedestals or other major all broadcast stations carried on the cable system without additional equipment.For those television sets that are not truly compatible with the cable system,television broadcast stations construction or installation projects,property owners shall also be notified by mail at located above Channel 13 may not be receivable without additional equipment least one week in advance. In the case of an emergency.the Cable Operator shall attempt to contact the property owner or legal tenant in person,and shall leave a The equipment necessary to receive all broadcast stations carried on the cable system is for door hanger notice in the event personal contact is not made. (lease)and/or(sale)from your cable company and may be available from retail stores within your community.Instructions for installation of this equipment are also available upon request. d.The Cable Operator personnel shall clean all areas surrounding any work site and Please contact your local cable company for complete details. ensure that all cable materials have been disposed of properly. Additional information regarding the compatibility of converters and other equipment with the D. Services for Customers with Disabilities cable system,which are supplied to you by us or otherwise obtained by you,is contained in the I.For any customer with a disability,the Cable Operator shall at no charge deliver and Important Notices To Our Customers Regarding Equipment Compatibility section of this pick up converters at customers'homes. In the case of a malfunctioning converter,the booldet technician shall provide another converter,hook it up and ensure that it is working properly,and shall return the defective converter to the Cable Operator. 2.The Cable Operator shall provide TOO service with trained operators who can provide every type of assistance rendered by the Cable Operator's customer service representatives Paying Your Bill for any hearing-impaired customer at no charge. 3.The Cable Operator shall provide free use of a remote control unit to mobility-impaired Paying by Check or Money Order: (if disabled,in accordance with subsection 4,below)customers. •Mail or bring your payment to a payment center so that AT&T Broadband receives 4.Any customer with a disability may request the special services described above by your payment by the date printed on the front of the statement.(Allow 6 days for providing the Cable Operator with a letter from the customer's physician stating the need, mail delivery.) • or by making the request to the Cable Operator's installer or service technician,where the •Please detach the payment stub and include it with your check or money order. need for the special services can be visually confirmed. Please do not mail cash.The check or money order should be made payable to AT&T Broadband. •Remember to write your AT&T Broadband account number on the front of your check or money order. 37 DC 4/02 2 C I3767 AT&T Cont 40pg 3/28/02 10:37 At4 Page 3 O •Use the envelope included with your bill to send in your payment.Make sure the the Cable Operator. In such circumstances,the Cable Operator shall contact the mailing address shows through the payment envelope window. customer within forty-eight(48)hours. •Please do not include any written requests with your payment.Instead,send those 3.Residential Service Interruptions in a separate letter.Please include your name and AT&T Broadband account a. In the event of system outages(loss of reception on all channels)resulting from Cable number with your written requests.You can also call your local AT&T Broadband Operator equipment failure affecting 5 or more customers,the Cable Operator shall payment center. Paying with Cash: correct such failure within 2 hours after the 3rd customer call is received. b.All other service interruptions resulting from Cable Operator equipment failure shall •Bring your cash payment with your payment stub to the nearest payment center by be corrected by the Cable Operator by the end of the next calendar day. the date printed on the front of your statement. c.The Cable Operator shall keep an accurate and comprehensive file of any and all corn- Paying with a Credit Card: plaints regarding the cable system or its operation of the cable system,in a manner •To pay by credit card,stop by any of the AT&T Broadband payment centers. consistent with the privacy rights of customers,and the Cable Operator's actions in Checking Your Account Balance: response to those complaints.These files shall remain open to the Franchising •To get account balance information,call your local AT&T Broadband customer service Authority and the public during normal business hours. Grantee shaH provide Grantor number. an executive summary monthly,which shall include information concerning customer Automatic Recurring Payment Plan: complaints.A summary of service requests,identifying the number and nature of the requests and their disposition,shall also be completed by the Cable Operator for each •Never write us another check.Your monthly cable television bill can be paid month and submitted to the Franchising Authority by the tenth(10th)day of the suc- automatically by authorizing a charge to your credit card or a debit to your ceeding month.A log of all service interruptions shall be maintained and provided to bank account.Call your local customer service number for details or visit the Franchising Authority quarterly. attbroadba nd.com/auto matic paym a nt. d.All service outages and interruptions for any cause beyond the control of the Cable Reading Your Bill Operator shall be corrected within 36 hours,after the conditions beyond its control have been corrected. 4.TV Reception --� Mr Broadband Statement of Service a The Cable Operator shall provide clear television reception that meets or exceeds O ...,.. ;._© technical standards established by the United States Federal Communications w-. .�.+. .... oo,00o Commission(the"FCC").The Cable Operator shall render efficient service,make v bwvu.TI....r repairs promptly,and interrupt service only for good cause and for the shortest time P � •IV°"°°° o•° possible. Scheduled interruptions shall be preceded by notice and shall occur during .11.1.14..u"'•"'• — e ��•.. periods of minimum use of the system,preferably between I2 midnight to 6:00 a.m. Account Summary - ammanst—_niatb.If a customer experiences poor video or audio reception attributable to the Cable - rena. �:^Q Operator's equipment,the Cable Operator shall repair the problem no later than the a e.•••. frta- -Q day following the customer call. If an appointment is necessary,customer may choose t" ::--7----.0 the same blocks of time described in Section III.2.a.At the customer's request.the � .««�... +— \fl� Cable Operator shall repair the problem at a later time convenient to the customer. >kmawa V 5.Problem Resolution .,a ,,, �"•,V,,�� Yom_ a.The Cable Operator's customer service representatives shall have the authority to aiimmi""'"""°".vio a""_"-°."-vieibi'r�'e""i.7.?-.,-.1 provide credit for interrupted service or any of the other credits listed in Schedule A, = to waive fees,to schedule service appointments and to change billing cycles,where +.rrwyn .••Alat::.:... =dme,-i appropriate.Any difficulties that cannot be resolved by the customer service 7�M�Ceeimr. J...- a�.mer.� ca.os� �� '' .. , representative shall be referred to the appropriate supervisor who shall contact the : customer within 4 hours and resolve the problem within 48 hours or within such other time frame as is acceptable to the customer and the Cable Operator. Payment Coupon 'sae o. aoe'e,;ten---0 O.....dw�..`N..,.I,1.. Om IQSTC.�r 6.$illing.Credits.and Refunds ow.eAnraeonwMo ere t at &X=--© a.The Cable Operator shall allow at least thirty(30)days from the beginning date of the his0 2.7.............- = inif rf J{1n�� applicable service period for payment of a customer's service bill for that period. If a u11 customers service bill is not paid within that period of time the Cable Operator may Ai.01101AWO apply an administrative fee to the customer's account. if the customer's service bill is not paid within forty-five(45)days of the beginning date of the applicable service peri- '•eiL'e'''"""' "'' NN od,the Cable Operator may perform a"soft"disconnect of the customer's service. If a ,tihsc,a.o,nssc,aao,ru. 1,a .,,.,, customer's service bill is not paid within fifty-two(52)days of the beginning date of the 3 DE 4/02 36 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 35 Friday from 8:00 a.m.to 6:00 p.m.,and from 9:00 am to 1:00 p.m.Saturdays,and shall be fully 0 Date Due staffed with customer service representatives offering the following services to customers This is the date by which we must receive your payment for proper credit who come to the service center:bill payment,equipment exchange,processing of change of (Allow 6 days for mail delivery.) service requests,and response to customer inquiries and requests.The Franchising Authority may approve alternatives for service centers offering lesser services at any site to 0 Balance Due which the public has general access.The Cable Operator shall post a sign at each service This is the amount due to AT&T Broadband. center advising customers of its hours of operation and of the addresses and telephone numbers at which to contact the Franchising Authority and the Cable Operator if the 0 Billing Period service center is not open at the times posted.The Cable Operator shall provide free Like a magazine subscription,you pay AT&T Broadband in advance. exchanges of faulty converters at the customer's address. This area shows the period for which you are being billed. 2.The Cable Operator shall maintain local telephone access lines that shall be available 24 hours a day,seven days a week for service/repair requests and billing inquiries. 0 Payments 3.The Cable Operator shall have dispatchers and technicians on call 24 hours a day,7 days This shows the amount of the last payment we received from you prior to a week,including legal holidays. the printing of this bill. 4.The Cable Operator shall retain sufficient customer service representatives and tele- 0 Monthly Charges (detailed on the back of your bill) phone line capacity to ensure that telephone calls to service/repair and billing inquiry lines are answered by a customer service representative within 30 seconds or less,and that any • Service Package transfers are made within 30 seconds.These standards shall be met no less than 90 percent This is the AT&T Broadband package you currently subscribe to. of the time measured monthly. Premium services,other optional services,packages and channels which 5.The total number of calls receiving busy signals shall not exceed 3%of the total tele- may not be included in your package are listed separately. phone calls.This standard shall be met 90 percent or more of the time measured monthly. C. Responsiveness Pay-Per-View I.Guaranteed Seven-Day Residential Installation A service that allows you to order movies and events.You are billed only for the programs ordered when you have tuned to the channel on which a.The Cable Operator shall complete all standard residential installations requested by they appear. customers within 7 business days after the order is placed,unless a later date for installation is requested. "Standard"residential installations are those located up to • Equipment Rental" 125 feet from the existing distribution system. If the customer requests a nonstandard The fee to rent set-top boxes from AT&T Broadband. 4— residential installation,or the Cable Operator determines that a nonstandard residen- tial installation is required,the Cable Operator shall provide the customer in advance • Remote Control` with a total installation cost estimate and an estimated date of completion. The fee to rent remote controls from AT&T Broadband. b.All underground cable drops from the curb to the home shall be buried at a depth of no less than twelve inches(12"),and within no more than one calendar week from the 0 Administrative Fees and Taxes initial installation,or at a time mutually agreed upon between the Cable Operator and the customer. • Regulatory Fee 2.Residential Installation and Service AppointmentsThe fee the Federal Communications Commission collects from each cable customer to help defray the costs associated with rate regulation. a.Customers requesting installation of cable service or service to an existing installation may choose any of the following blocks of time for the installation appointment: •Applicable Taxes 8:00 a.m.to 12:00 a.m.;12:00 Noon to 4:00 p.m.;or a time mutually agreed upon This is a sales tax on the services received from AT&T Broadband. by the customer and the Cable Operator.The Cable Operator may not cancel an appointment with a customer after 5:00 p.m.on the day before the scheduled • Franchise Fee appointment,except for appointments scheduled within twelve(12)hours after The franchise fee your local government charges AT&T Broadband for the the initial call. right to use city streets,alleys and rights of way to provide you with cable b.The Cable Operator shall contact by telephone,mail,or in person,every customer service.The fee goes directly to your local government within 2 weeks after installation to assure the customer's satisfaction with the work completed.All responses shall be recorded,and retained by the Cable Operator,and Q ForYour Information made easily available to the Franchising Authority upon request This area may provide special messages and valuable offers and/or list the c.The Cable Operator shall be deemed to have responded to a request for service channels included in your AT&T Broadband package. under the provisions of this section when a technician arrives within the agreed upon time,and,if the customer is absent when the technician arrives,the technician leaves •Note: Equipment rental and remote control fees will not be separately itemized if they are included as written notification of arrival and return time,and a copy of that notification is kept by part of your service package. 35 DE 4/02 4 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 5 • Watching AT&T Digital Cable The prevailing party may,however,seek to recover the AAA's fees and the expenses of the arbitrator from the other party. Congratulations on your choice of one of the world's best entertainment and information media F. Collection Proceedings. Nothing contained herein shall preclude the Company from —cable TV!We have designed AT&T Digital Cable to be as simple to use as it is exciting to using a collection agency or attorney to collect money that you owe us. In such event,you explore! agree to pay the reasonable costs of collection or collection agency,reasonable attorneys' This information is provided to enable you to be more knowledgeable about your service and to fees and administrative costs,including arbitration expenses. answer any questions you may have about it. I I.NOTICE Except as provided in paragraph 3 above or otherwise permitted by law,if we send you Viewing Tips notice,it will be considered given when deposited in the U.S.mail,addressed to you at your There are few values better today than able television.Every day,able brings you hundreds last-known address,or hand delivered to you or to your home.We may provide electronic of programs which offer some of the finest service offerings and selections in entertainment or telephone notice to you,which shall be deemed given when left with you. If you give information,education and inspiration. notice to us,it will be deemed given when received by us. I2.CHANGES TO POLICIES AND PRACTICES Hem is a sample of the quality and choices which may be available to you from These Policies and Practices are subject to amendment,modification or termination AT&T Broadband: if required by law or regulation.We will notify you of changes to these Policies and Entertainment Practices.Any changes proposed by you will only be effective when accepted in writing by Current classic and made-for-cable movies,comedy,drama,TV series from the'50s to the'90s, one of our senior officers,within their sole discretion. programming from around the globe—and more. Sports Sports from around the globe.Collegiate and professional football,basketball,baseball, Greater Metro Telecommunications Consortium • tennis,smccentrack gaff,hockey and auto acing. Music Customer Service Standards Rock rhythm and blues,country and western,jazz,urban contemporary,new wave and an endless variety of video performances of your favorite performers. News/Information Twenty-four(24)hour coverage of late-breaking national and world even.Congressional POLICY proceedings and talk shows.Timey financial news from national and international markets. Weather,both local and nadoand locally-originated programming. The Cable Operator should be permitted the option and autonomy to first resolve citizen Education complaints without delay and interference from the Franchising Authority. Science.the environment,travel and the future. Where a given complaint is not addressed by the Cable Operator to the citizen's satisfaction,the Franchising Authority should intervene. In addition,where a pattern of, How Cable Television Works or unremedied,noncompliance with the Standards is identified,the Franchising Authority should prescribe a cure and establish a 30-day deadline for implementation of the cure. Cable television brings you more channels and generally better reception than off-air reception of If the noncompliance is not cured within 30 days,monetary sanctions should be imposed broadcast television since TV signals travel to your home by cable—rather than through the air. to encourage compliance. Television stations are brought into your home through miles of high-technology able.Your These Standards are intended to be of general application;however,the Cable Operator television reception is uninterrupted by trees,buildings and other surface obstacles. shall be relieved of any obligations hereunder it is unable to perform due to a region- wide In addition to certain local TV stations,communications viewing let you receive many additional natural emergency or in the event of force majeure affecting a significant portion of the channels through cable TVA large selection of viewing choices is available from your cable company. franchise area.The Cable Operator is free to exceed these Standards to the benefit of its Customers and such shall be considered performance for the purposes of these Standards. 0 Individual television programs are produced in many locations around the world. CUSTOMER SERVICE © These programs are transmitted to communication satellites that orbit the earth.These satellites A. Courtesy stay in a fad position 22.300 miles above the earth,allowing them to transmit to your community. 0 Local satellite dishes receive these signals. All employees of the Cable Operator shall be courteous,knowledgeable and helpful and OThe cable television"head-end"—the control center—processes these satellite shall provide effective and satisfactory service in all contacts with customers. signals—along with the signals from your local TV salons and other sources—so they can be B.Accessibility transmitted over our cable system to your home. I.The Cable Operator shall provide,at sites acceptable to the Franchising Authority, 0 These quality television programs are brought to your home via hundreds of miles of able,either customer service centers/business offices("service centers")such that no customer shall strung on the same poles that any your telephone or electric service,or buried underground. be located further than ten(10)miles away from a service center. Except as otherwise approved by the Franchising Authority,all service centers shall be open Monday through 5 DE 4/02 34 3767 AT&T Cont. 40pg 3/28/02 10:37 AM Page 33 BOTH WAIVE ANY CLAIMS FOR AN AWARD OF DAMAGES OR ATTORNEYS'FEES We are dedicated to providing quality service.The following are a few suggestions to help us meet this goal: THAT ARE EXCLUDED OR UNITED UNDER THIS SECTION IOC AND/OR BY APPLICABLE LAW. Notwithstanding the limitations set forth in the preceding paragraph,should it become Installation Someone over I B years of age must be home during the installation of your cable television service. necessary to resort to court proceedings to enforce a party's compliance with the dispute resolution and arbitration process set forth herein,and the court directs,orders or Anyone under 18 years of age must provide written consent on your behalf to the service person. This will ensure a thorough and complete installation and will allow you to become more familiar with otherwise requires compliance herewith,then all of the costs and expenses,including its your cable service and equipment reasonable attorneys'fees,incurred by the party requesting such enforcement shall be reimbursed by the non-complying party to the requesting party. This dispute resolution section does not prevent either party from seeking interim injunctive General Dos and Don'ts relief from a court in order to preserve the status quo or to protect assets until the We have installed cable in your home in a manner that is consistent with Federal Communications arbitration has been commenced and the arbitrator has an opportunity to consider the Commission("FCC")rules. Here are a few tips to keep it operating safely and reliably: matter of interim relief. O During severe electrical storms you should unplug your TV set and cable converter to avoid D.Arbitration Information and Filing Procedures. Before you submit a dispute to damage.AT&T Broadband and your set manufacturer are not responsible for damage which arbitration,you must first send written notice to us addressed to: Customer Dispute occurs due to acts of nature. Center.c/o Litigation Database Administrator,AT&T Broadband Legal Department,188 9 Remember,your cable converter operates on 110 volts,so take all the precautions which you Inverness Drive West,Englewood,CO 80112,and give us an opportunity to resolve the would for any small appliance-such as checking to see that the cord is not worn or damaged. dispute. Similarly,before the Company takes a dispute to arbitration,it must first attempt to 0 For your own safety,do not attempt to open or otherwise tamper with your cable converter. contact you at your U.S.postal address on the Company's account records,and give you an 0 If you have someone other than us install the inside wiring in your home,or if you do it your- opportunity to resolve the dispute. self,ensure that it complies with applicable governmental regulations(such as the FCC signal You agree that if you do not contact us within one(1)year of the date of the occurrence leakage rules)and does not interfere with the normal operations of the cable system and other of the event or facts giving rise to a dispute(except with respect to billing disputes which communications systems(such as radio used by the police and fire department(s))and devices. are subject to the shorter time limitations set forth in section 2,above),you waive the right to pursue,in any forum,including arbitration or courts,a claim based upon such event,facts Billing or dispute. Youmonthly cable bill not only gives you a listing of your charges,payment and credits,but it may If the dispute cannot be resolved satisfactorily within sixty(60)days from the date you or also rcontain special messages. the Company is notified(as set forth above)by the other party of a dispute,then either Take time to review your bill to make sure your name and address are correctYou generally will be party may contact the AAA in writing at AAA Service Center,134555 Noel Road,Suite billed at the same time each month unless you are notified otherwise. 1750,Dallas TX 75240-6620,and request arbitration of the dispute.You shall send a copy of Your first statement will include a monthly charge for the upcoming month.It may also include: any such contact with the AAA to us addressed to: Customer Arbitration Demand Center, 0 Your installation charge. do Litigation Database Administrator,AT&T Broadband Legal Department,188 Inverness A partial charge for your first month's service if you are connected in the middle of a billing Drive West,Englewood CO 80112. Information about the arbitration process and the 9 cycle.For example,if your monthly cable fee was$24.00 and you connect to cable on the tenth AAA's Arbitration Rules and its fees are available from the AAA on the Internet at day of a 30-day month,you would be billed for 2/3 of a month.The amount shown next to the http://www.adrorg,or by contacting AAA at the above address.The arbitration will be line entry"prorate"or"partial month"would be$16.00. based on written submissions of the parties and the documents relating to the dispute, 0 Please be sure to note your payment due date. unless either party requests that the arbitration be conducted using the AAA's telephone or Q Please include any written requests in a separate letter to AT&T Broadband. in-person procedures.Additional charges may apply for these procedures. © All prices for services may be subject to applicable franchise fees and taxes. Any in-person arbitration will be conducted at a location that the AAA selects in the state 0 Please refer to materialprovided towhen of your address at which you receive Service from us.Any arbitration shall remain confiden- you you were installed and from time to time thereafter relating to billing and complaint procedures of AT&T Broadband,including the tia1. Neither you nor the Company may disclose the existence,content or results of any address and telephone number of the local franchise authority's cable office. arbitration or award,except as may be required by law,or to confirm and enforce an award. Please refer to the Payment For Service section of our Policies and Practices Notice for more E. Fees and Expenses of Arbitration.You must pay the applicable AAA filing fee when you information,which may be mailed or otherwise delivered to you separately. submit your written request for arbitration to the AAA The AAA's filing fee and I administrative expenses for a document arbitration will be allocated according to the AAA's Theft of Service Rules,except that for claims of less than$1,000,you will only be obligated to pay a filing fee The Cable Act(47 USC533)created both civil and criminalpenalties for manufacturers,suppliers of$15 and we will pay all of the AAA's other costs and fees. If you elect an in-person § pp hers and users of unauthorized table devices.This federal theft of service law supplements any existing arbitration process,you must pay your share of the higher administrative fee and the addi- state or local laws,and provides a federal remedy against any person who,without authorization, tional costs for this process. Unless applicable substantive law provides otherwise,each intercepts or receives any communication service which is provided over a cable system. party will pay its own expenses to participate in the arbitration,including attorneys'fees and This federal law prohibits the unauthorized interception or receipt of any communications service expenses for witnesses,document production and presentation of evidence. 33 DE 4/02 6 i 3767 AT&T Coat 40pg 3/28/02 10:37 AM Page 7 over a cable system.This would include the theft of audio,video,textual data or other service, AFTER THE EFFECTIVE DATE,MUST BE RESOLVED BY FINAL AND BINDING including data transmitted to or from a customer over a system that has interactive capability.The ARBITRATION.THIS INCLUDES ANY AND ALL DISPUTES BASED ON ANY law applies to both manufacturers and distributors of equipmenq as well as individual subscribers. PRODUCT,SERVICE OR ADVERTISING CONNECTED TO THE PROVISION OR The Cable Act provides both civil and criminal penalties for theft of cable services.Under this federal USE OF THE SERVICE. legislation,a cable operator may seek substantial monetary damages for the theft of its cable ser- vices.In addition,if the violations are willful and for commercial advantage or private financial gain, A single arbitrator will be selected in accordance with the rules of the American Arbitration the court may award damages of up to$50,000 in civil cases and a maximum of$100,000 for certain Association(the"AAA").The arbitration will be conducted under the applicable procedures criminal violations,in addition to a maximum of five years imprisonment for subsequent offenses. and rules of the AAA that are in effect on the date the arbitration is filed unless this dispute This legislation was enacted by Congress because it believes that theft of cable service poses a major resolution section is inconsistent with those procedures and rules,in which case,this threat to the economic viability of cable operators and cable programmers.Theft of service creates dispute resolution section will prevail.These procedures and rules may limit the amount of unfair burdens on cable subscribers who are forced to subsidize the benefits that other individuals are discovery available to you or us.The arbitrator will apply applicable statutes of limitation, getting by receiving cable service without paying for it will honor claims of privilege recognized by law,and will take reasonable steps to protect See Paragraph 7 of our Policies and Practices Notice far additional information regarding unautho- customer account information and other confidential or proprietary information,including rued service and use of equipment,which may be mailed or otherwise delivered to you separately. the use of protective orders to prohibit disclosure outside the arbitration,if requested to do so by you or the Company.The arbitrator will make any award in writing,but need not About Your Converter provide a statement of reasons unless requested by a party Upon a request by you or us, the arbitrator will provide a brief statement of the reasons for the award.An award Many television sets cannot receive the large number of channels offered by cable television.In rendered by the arbitrator may be entered in any court having jurisdiction over the parties. order to receive these channels,as well as to descramble certain optional premium or pay-per-view services,you may require an electronic channel selection device called a"converter."A converter The arbitration of any dispute involving$10,000 or less shall be conducted in accordance and a remote control are available from us on a lease basis or may be purchased at certain retail with the Consumer Arbitration Rules of the American Arbitration Association("AAA"),as outlets including consumer appliance or electronics stores. modified by the Policies and Practices,which are in effect on the date a dispute is submitted One type of converter is simply a tuner;it converts the cable channel selected by the customer to to the AAA.The AAA's Commercial Arbitration Rules and fee schedules will apply to any a low-numbered channel,typically 2,3 or 4.Tune your television set to the"output"channel of the disputes in excess of$10,000. Both you and the Company shall have the right to be • converter(for example:Ch.3).Programs may then be selected by tuning the converter to the represented by counsel in an arbitration. In conducting the arbitration and making any desired channel. Many cable-ready sets may not require a converter to receive the non-scrambled award,the arbitrator shall be bound by and strictly enforce the terms of these Policies channels.Some television components like VCRs,cable-ready setsand remote-control televisions are and Practices and may not limit,expand,or otherwise modify their terms. not always compatible with your cable television service.We encourage you to make sure compo- If any portion of these Policies and Practices(or any portion of this dispute resolution nents you purchase are compatible with your cable television service.For further information,please section)is determined to be illegal or unenforceable,then that provision may be deleted or • refer to the Equipment Compadbiliry section of this notification,or call your local AT&T Broadband modified and the remainder of such Policies and Practices(or the remainder of this dispute office. Converters that unscramble services also provide our customers with the option touse resolution section)shall be given full force and effect, "parental control"to block out channels they wish not to view. Watching your television after connection to cable is easy.Just turn on your television set and the B. No Class Action or Consolidated Proceedings.All parties to the arbitration must be converter(if your converter model has an on/off switch).Make sure that your television is tuned to individually named.THERE SHALL BE NO RIGHT OR AUTHORITY FOR ANY CLAIMS the output channel of your converter(Ch.2,3 or 4),then select the channel you want to watch by TO BE ARBITRATED ON A CLASS ACTION OR CONSOLIDATED BASIS OR ON BASES using the controls on either the converter or the hand-held remote control device.To ensure INVOLVING CLAIMS BROUGHT IN A PURPORTED REPRESENTATIVE CAPACITY ON reliable operation,make sure the converter is plugged into a"live"electrical outlet,not one which BEHALF OF THE GENERAL PUBLIC(SUCH AS A PRIVATE ATTORNEY GENERAL), is controlled by a light switch.Loss of power to some conveners may result in a temporary loss of OTHER SUBSCRIBERS,OR OTHER PERSONS SIMILARLY SITUATED. By consenting to cable service,even after the power is restored, submit your claims to arbitration,you may be forfeiting your right to share in any class IF YOUR CONVERTER IS PROVIDED BY US AND IS OWNED BY US OR OTHERS,YOU MUST RETURN IT action awards.This dispute resolution section will not apply to any individual claims you WHEN YOU ARE NO LONGER A CUSTOMER. HOWEVER.SEE PARAGRAPH 7 OF OUR POLICIES AND filed in a lawsuit prior to the Effective Date of these Policies and Practices nor to the claims PRACTICES NOTICE.WHICH MAY BE MAILED OR OTHERWISE DELIVERED TO YOU SEPARATELY,FOR of a class certified prior to the Effective Date of these Policies and Practices.This dispute IMPORTANT RESTRICTIONS RELATING TO CONVERTERS WITH DESCRAMBLING CAPABILITIES OR CALL resolution section will apply to all other claims,including class claims where a class has not YOUR LOCAL CABLE OFFICE. yet been certified,even if the facts and circumstances upon which the claims are based YOU MAY NOT MOVE YOUR CONVERTER TO ANOTHER LOCATION OR USE IT AT ANYTIME AT AN occurred or existed before the Effective Date of these Policies and Practices. ADDRESS OTHER THAN THE LOCATION WHERE YOUR SERVICE WAS INSTALLED BY US WITHOUT THE C. Limitation of Available Damages,Including Punitive or Exemplary Damages and Attorneys PRIOR WRITTEN AUTHORIZATION OF AT&T BROADBAND. Fees.THE ARBITRATOR MAY AWARD ONLY ACTUAL COMPENSATORY DAMAGES SUPPORTED BY ADMISSIBLE EVIDENCE(EVEN IF GREATER DAMAGES ARE AUTHORIZED BY STATUTE).THE ARBITRATOR CANNOT AWARD DAMAGES THAT ARE NOT EXPRESSLY AUTHORIZED BY THIS SECTION IOC AND CANNOT AWARD CONSEQUENTIAL,INDIRECT,INCIDENTAL.SPECIAL,TREBLE,PUNITIVE OR EXEMPLARY DAMAGES UNDER ANY CIRCUMSTANCES REGARDLESS OF WHETHER SUCH DAMAGES MAY BE AVAILABLE UNDER APPLICABLE LAW,AND THE PARTIES HEREBY WAIVE THEIR RIGHTS,IFANY,TO RECOVER ANY SUCH DAMAGES.THE ARBITRATOR ALSO CANNOT AWARD ATTORNEYS'FEES.YOU AND THE COMPANY 7 DE 4/02 32 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 31 are dissatisfied with our resolution of the complaint,you may notify the responsible official A Brief Note About The Services We Offer for your community(please refer to your cable bill for the agency's name and address). We maintain a toll-free telephone access line that will be available to you 24 hours a day. Not all services are available in all areas.Please call your local AT&T Broadband office for details. seven days a week,every day of the year.When you call about a service problem,a Basic Service customer service representative(CSR)will attempt to determine the nature of the problem. Basic Service is one of our most viewed levels of service.Basic Service may include off-air If possible,the CSR will help you resolve the problem over the telephone. If the problem broadcast stations and franchise-required public,educational and government access channels. cannot be resolved during the call,the CSR will schedule a service technician to visit your All such programming varies on a community-by-community basis and is subject to change at any home.If our workload permits,the service technician will be dispatched the same day. time.Currently,our cable customers must subscribe to Basic Service in order to subscribe to Our CSRs and service technicians are well-trained and have authority to attempt to resolve any tiers of video service offered by the cable company. a customer's problem,including replacement of any non-operating equipment,in order to Expanded Basic Service(where available) provide quality service. Expanded Basic Service is the level of service which generally carries all non-premium cable We offer an"appointment window"for installation,service calls,or other installation channels such as Discovery Channel,Lifetime,ESPN.A&E,USA,TNT and,where available,regional activities that is either a specific time,or,at a maximum,a four-hour time block during sports services.Expanded Basic Service,where available,is an optional level of service above and normal business hours.We commit to a policy to not cancel our appointment with you beyond Basic Service.A customer must receive Basic Service in order to be eligible to receive Expanded Basic. after the close of business in the business day prior to a scheduled appointment.If we All such programming varies on a community-by-communitybasis and is sub'etx m change are running late for an appointment,we will attempt to contact you and will,as necessary, l g at any time. attempt to reschedule to a time that is convenient for you, Premium Services 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 have one of Premium Services are generally available to customers who receive Basic Service.Customers generally need not currently purchase the additional,optional level of service—Expanded Basic our crews promptly correct outages or other service-related problems occurring as a result —in order to receive premium channels.Premium channels generally include Home Box Office® of an emergency situation.We pledge a prompt response at any time if a large area of the (HBO),Showtimee,Cinemax',The Movie Channel',STARZ!'and Encoree.All premium services system is experiencing technical difficulties. may not be available in all areas.There is a separate monthly charge for each premium channel a We will maintain complaint records for at least a one-year-period.In addition,those records customer receives. will be available for inspection by the franchise authority or the FCC. We urge you to call us at the phone number printed on your bill any time you have questions or concerns about your Service,including VCR hookup questions or problems. AT&T Digital Cable Many of our customers have chosen our newest optional level of service,AT&T Digital Cable, which in addition to the analog transmission of services our customers may have already received. If you are unable to get a problem resolved to your satisfaction,you may write or call provides a digital transmission of special interest and other channels,digital music channels and access to multiple pay-per-view channels and multiplexed services,among other features.In the AT&T Broadband Corporate Offices as described in Section 10 of these Policies addition,interactive television services may be available in some areas. and Practices. Other Optional Services In addition,if you are unsatisfied with our handling of your complaint,you may contact the In addition to these programming services,we may also offer our customers.for an additional local franchising authority. monthy charge,the rental of converters or remotes,The Cable Guide,Pay-Per-View or other 10.DISPUTE RESOLUTION revision es,including ordering and downloading pay-per-view services,and optional interactive IT IS IMPORTANT THATYOU READ THIS ENTIRE SECTION CAREFULLY BECAUSE IT tel services,such as e-mail and access to the Internet. AFFECTS RIGHTS THAT YOU MAY HAVE HAD OTHERWISE.THIS SECTION PROVIDES We may also offer AT&T Broadband Internet service for your personal computer,which offers FOR RESOLUTION OF DISPUTES THROUGH FINAL AND BINDING ARBITRATION at unprecedented speed and convenience,content enhanced access to the Internet,full motion WITH A FAIR HEARING BEFORE A NEUTRAL ARBITRATOR INSTEAD OF IN A COURT video,national,regional,and local content,e-mail,personalized browsers,and other exciting fea- BY A JUDGE OR JURY OR THROUGH A CLASS ACTION. tyres from your local cable company. Such service may not be available in all areas,and is subject to certain terms and conditions. A. Binding Arbitration.The Federal Arbitration Act,not state law,shall govern the AT&T Digital Phone is the local and long distance connection that lets you do more.You'll enjoy arbitrability of all disputes between you and the Company regarding these Policies and the simplicity and value of unlimited local calls and great rates on long distance.a choice of single Practices and the Service,including any and all claims concerning the validity,construction, or multiple lines and convenient calling features.You can even keep your current phone number. performance and enforcement of these Policies and Practices. However,Colorado or No matter what you're looking for,we have a package to fit your calling needs. federal law shall apply to and govern,as appropriate,any and all claims,causes of action, A Note About Programming remedies and damages arising between you and the Company regarding these Policies and We receive programming from various non-cable and cable networks.We are not responsible for Practices and the Services,whether arising from or stated in contract,statute common law, the content of programs aired by these networks.Programming complaints or questions should or any other legal theory,without regard to Colorado's choice of law principles. be directed to the cable or broadcast networks. ANY AND ALL DISPUTES ARISING BETWEEN YOU AND THE COMPANY(WHETHER Moving BASED IN CONTRACT,STATUTE,REGULATION,ORDINANCE,TORT(INCLUDING. BEFORE YOU MOVE,please call AT&T Broadband immediately.This is the best way for us to BUT NOT LIMITED TO,FRAUD,ANY OTHER INTENTIONAL TORT OR NEGLIGENCE), disconnect your service,recover your converter and arrange for cable television service in your COMMON LAW,CONSTITUTIONAL PROVISION,RESPONDEAT SUPERIOR,AGENCY new home.Call us in advance,and we will schedule a new installation,provided that your new OR ANY OTHER LEGAL OR EQUITABLE THEORY),WHETHER ARISING BEFORE OR home is in our service area. 3 1 DE 4/02 8 t 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 9 Converters,remote-control devices and any other equipment provided by AT&T Broadband should be returned immediately.should you decide to disconnect your cable television service. We can recover damages from you for tampering with any of our Equipment or any other You are liable for these items,and will continue to be billed until the equipment is returned.Or, part of our cable system or for receiving unauthorized service. if you have lost it,or are otherwise unable to return it,you must pay for it You must return our Equipment when you are no longer a customer. In some cases,you Emergencies may also choose to buy equipment from an independent store.However,analog converters Emergencies such as fallen power poles,violent storms or subfreezing weather may interfere with with descrambling capabilities should only be obtained from us. In fact,should you see reception of cable service.We will promptly have one of our crews correct an emergency situation. advertisements for cable converters that have descramblers in them(so-called"pirate boxes"or"black boxes"),you should understand that these devices may be illegal to sell or use,unless authorized by us. Because of the need to protect our scrambled Services,we Digital Music will not authorize the use of any analog converter/descnmbler not provided by us.A digital convener/descnmbler purchased at a retail store must be authorized by us through the use of a special security device. People who use illegal converters/descramblers may be stealing Music The Way You Dreamed It Would Be cable service.This practice may unfairly result in increased prices to our honest customers. 8.LIMITED 30-DAY WARRANTY AND LIMITATION OF LIABILITY Now you can get CD-quality sound delivered right to your stereo or TV.With Digital EXCEPT AS EXPLICITLY SET FORTH IN THE TERMS AND CONDITIONS OF SPECIFIC Music,you get the music you want to hear without commercials or interruptions.Best of all,the music never stops.You get digital music delivered to your stereo or TV 24 hours SERVICES WE PROVIDE TO YOU,WE WARRANT FORA PERIOD OF 30 DAYS FROM a day. THE DATE OF OUR INSTALLATION OR REPAIR AT YOUR HOME THAT OUR SERVICE AND THE EQUIPMENT WE HAVE INSTALLED OR REPAIRED WILL MEET ACCEPTED Here are just a few of the Digital Music channels that may be INDUSTRY STANDARDS AND BE FREE FROM DEFECTS IN MATERIALS OR available in your area: WORKMANSHIP IF YOU REPORT ANY FAILURE TO CONFORM TO THIS WARRANTY Listening Room Hard Rock Symphonic TO US WITHIN THAT 30-DAY-PERIOD,WE WILL REPERFORM THE NONCONFORMING Lite Classical Trends Great Standards SERVICESAND REPAIR OR REPLACE THE NONCONFORMING EQUIPMENT.SUCH Jazz Blends Soft Hits Golden Oldies REPERFORMANCE OF WORK OR REPAIR OR REPLACEMENT OF NONCONFORMING Hottest Hits Dance Children's Modern Country Hot Country Reno Dance EQUIPMENT SHALL CONSTITUTE OUR ENTIRE LIABILITY AND YOUR SOLE REMEDY Alternative RockAdu Album Rock Coffeehouse Rock UNDER THIS SHALL C TYWHETHER CLAIMS OR REMEDIES ARE SOUGHT IN Hits'70s Contemporary Dana Traditional Country CONTRACT OR TORT(INCLUDING.WITHOUT LIMITATION,NEGLIGENCE,STRICT Contemporary Christian Classic R&B Big Band/Swing C g Rock'n'Roll Oldies Urban Adult Contemporary Reggae LIABILITY,OR OTHERWISE). Classic Rock Blues Rap Urban Bean Jazz Gospel IN NO EVENT SHALL WE OR OUR EMPLOYEES OR AGENTS HAVE ANY LIABILITY '70s Hits Smooth New Ages AcidJazza Happenings FOR SPECIAL,INDIRECT,INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING 4— FROM OUR PROVISION OF OR FAILURE TO PROVIDE ANY EQUIPMENT OR SERVICES TO YOU,OR FROM ANY FAULT,FAILURE,DEFICIENCY OR DEFECT IN SERVICE, Pay-Per-View LABOR,MATERIALS,WORK OR EQUIPMENT FURNISHED TO YOU. THE FOREGOING WARRANTIES ARE EXCLUSIVE AND IN LIEU OF ALL OTHER Exciting Entertainment Options WARRANTIES,WHETHERWRITTEN OR IMPLIED,IN FACT OR IN LAW.WE,TO THE EXTENT PERMITTED BY APPLICABLE LAW,DISCLAIM ANY AND ALL WARRANTIES OF Stay tuned for even more exciting entertainment options with MERCHANTABILITY OR FITNESS FORA PARTICULAR PURPOSE. Pay-Per-View. EXCEPT AS EXPRESSLY REQUIRED BY LAW,WE WILL NOT BE LIABLE FOR ANY DELAY Pay-Per-View service on AT&T Cable and AT&T Digital Cable offers you the opportunity to OR FAILURE TO PERFORM OUR OBLIGATIONS,INCLUDING INTERRUPTIONS IN order many of the latest Hollywood hit movies and special events.Top movies are offered SERVICE,IF SUCH DELAY OR NONPERFORMANCE ARISES IN CONNECTION WITH with convenient start times.Plus you can order exciting live special events such as boxing, ANY ACTS OF GOD,FIRES,EARTHQUAKES.FLOODS,STRIKES OR OTHER LABOR wrestling and concerts.You pay only for the shows you order when you tune to the channel DISPUTES,UNUSUALLY SEVERE WEATHER.ACTS OF ANY GOVERNMENTAL BODY,OR on which it appears. ANY OTHER CAUSE BEYOND OUR REASONABLE CONTROL How do I order Pay-Per-View programming? THIS WARRANTY GIVESYOU SPECIFIC LEGAL RIGHTS,AND YOU MAY ALSO HAVE •• If you have questions about how to order Pay-Per-View in your area,please contact a OTHER RIGHTS. Customer Service Representative at your local AT&T Broadband office.They will be happy 9.CUSTOMER COMPLAINT PROCEDURES to assist you. If you have any complaint regarding the Service,including billing service and quality of the AT&T Digital Cable Pay-Per-View ordering instructions are located on page 20 of this television signals we deliver,you should contact us at the telephone number on your Information Kit. monthly bill or in writing to inform us.If you can see images or hear sound from scrambled premium or adult channels that you do not subscribe to,you may have these channels What if I missed a Pay-Per-View movie or event that I ordered? blocked free of charge.We also maintain a local business office that is open weekdays, Don't worry,if you do not actually tune to and purchase it,you won't be billed. except holidays,for customer visits.We will promptly try to resolve the problem.If you 9 DE 4/02 30 3767 AT&T Cont 4npg 3/28/02 10:37 API Page 29 6.ACCESS TO CUSTOMERS'HOMES About Your Digital Consumer Terminal(DCT) You authorize us or our designees to enter into your home,in your or your representative's presence,or upon your property during normal business hours or by appointment,to install,inspect.maintain,replace,remove or otherwise deal with the Service and Equipment Placement of the DCT supplied by us.This authorization includes allowing us or such designee to be on your Use these steps to identify an appropriate location for your DCT. property outside your home at reasonable times even if you are not at home.You authorize us or our designee to make connections and perform other tasks that are necessary or Step Description desirable to enable us to provide Service to you or others,including connecting and making O Look at the bottom of your DCT and write the serial number here: necessary attachments to your Inside Wiring. If you are not the owner of your home,you You will need this number if you all customer service.Write it down now so it will be easy are responsible for obtaining any necessary approval from the owner to allow us into your to find. home to perform the functions specified above. In addition,you agree to supply us or our 0 Choose a spot near your TV to place your DCT.The DCT generates heat much like a designee,if we ask you to,with:(a)the owner's name,address and phone number; personal computer and must be placed in a well ventilated area.Leave at least a 3-4 inch (b)proof that you may give us access on the owner's behalf:or(c)consent from the owner space around the sides and above the DCL DO NOT place any items(T,stereo,VCR of the home. plants,video tapes,papers...)on top of the DCT. 7.PRIVATE VIEWING OF UNAUTHORIZED SERVICE AND USE OF EQUIPMENT Installing the DCT • We provide Service to you for your private home viewing,use and enjoyment.You agree Use the following steps to connect your DCT directly to aTV orVCR. that the programming provided over the cable system will not be viewed in areas open to the public.The programming may not be rebroadcast,transmitted or performed,nor may admission be charged for its viewing without first obtaining written consent,in advance. g g.from us and our programming supplier(s).This consent may be withheld at the sole discretion of either of us. cT Your local cable company may not have the right to distribute Pay-Per-View programmingtrot to commercial establishments.You may not order or request Pay-Per-View programming """ .. . P for receipt,exhibition or taping in a commercial establishmentYou may neither exhibit nor assist in the exhibition of Pay-Per-View programming in a commercial establishment unless explicitly authorized to do so,in advance,by us and our program provider(s).You may not move your converter to another location or use it at any time at an address other than Step Description: your home or location where Service was installed by us without our prior written authorization.If you fail to abide by this restriction,you will be held liable for any claims 0 If you have not already done so,disconnect any current cable connection to yourT;VCR or made against you or Company on account of any unauthorized commercial exhibition. cable converter box.An easy way to do this is to follow the cable from the wall to the connection on your TV,VCR or cable converter box.Unscrew the coaxial cable from the You agree not to attach any unauthorized device to our Equipment If you make any connection unauthorized connection or modification to the Equipment or any other part of the cable TV system,you will be in breach of these Policies and Practices,and we may terminate your Connect the coaxial cable from the wall to the"CABLE IN" or"RF IN"0 or"CABLE" Service and recover such damages as may arise as a result of your breach. © connection on the back of the DCT. Use your fingers to securely tighten the connections.DO NOT over-tighten the connections. Much of the Equipment necessary to receive our Services is available both from us and others. Regardless of whether you purchase such Equipment or lease such Equipment from 0 Connect the coaxial cable included in the installation kit from the"TO TVNCR"O or'RF us,you are responsible for assuring that such Equipment does not interfere with the normal OUT" & © connection on the DCT ro the"ANT/IN"on your TL If you have a VCR operations of our local cable system and other communications systems and devices. connect the coaxial able supplied in the instillation kit from the"TO TVNCR" or"RF For example,you agree not to install anything to interceptor receive or to assist in OUT' & © connection on the DCT to your VCR instead.Follow the instructions pro- intercepting or receiving,or which is capable of intercepting or receiving any Service vided with your VCR to connect your TV to yourVCR or use the instructions provided later in this guide. offered over our cable system,unless specifically authorized to do so by us.You are 0 responsible to pay for all Services received or otherwise provided to your household. Plug the DCT into an electrical wall socket using the supplied power cord.If you want to You also agree that you will not attach anything to the Inside Wire or Equipment,whether cum on/off your TV&DCT at the same time,plug your TV into the power outlet on the installed by you or us,which singly or together results in a degradation of our cable system's rear of the DCT. If you want to turn on/off your TV&DC!separately,you will need to signal quality or strength.You may not attach any device or equipment to your Inside Wiring plug them both directly into wall power outlets. in a way that impairs the integrity of our local cable system,such as creating signal leakage. which may cause a violation of government regulations,or attaching devices or equipment which,alone or together,result in a degradation of signal quality.Further,Services or signals provided by us which are carried on or transmitted through the Inside Wire or Equipment provided by us may not be commingled with signals or services provided by others. 29 DE 4/02 10 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 11 H34- Connecting the DCT toYour Telephone Line require you to pay all past due charges,an installation charge,and a minimum of one In order to function properly,the DCT must have a communications path back to the cable month's advance charges before we reconnect your Service. Further,if you do not system office.This will require a connection to your existing telephone service.The DCT will not reconnect,any rental equipment must be returned to us.A handling fee may be charged interfere with your normal telephone usage. for returned checks. In either termination event,if you have a payment credit for any reason(including, without limitation,an unreturned security deposit or prepayment)at the time of your termi- nation of service,such payment credit will be set off against any amounts which you owe us before its remittance to you. S.EQUIPMENT Except for the Inside Wiring which we consider your property regardless of who installed it, the Equipment installed by us or provided to you by us belongs to us or other third parties. unless you have purchased it.We may,at our option,supply new or reconditioned Equipment to you. /DCT You must have our prior written consent to sell orgive away our Equipment, •I • q ipment and our """ . � 41..?-OOO) Equipment may only be used in your home. 0 wu• • pia If you cease to be our customer,you are responsible for returning our Equipment to us OOO or our designee. If you move,do not leave our Equipment in your vacant home or with anyone else. Our Equipment must be returned to us or one of our representatives in working order,normal wear and tear excepted,or you will be charged the amount set forth in the current Products and Services Price List,or the revised amount of which you Step Description: have subsequently been given notice,or if no amount has been specified for the particular 0 Connect one end of the 25-foot silver telephone cord included with the installation kit into model of Equipment involved,the retail price for a new replacement the rear of the DCT You are responsible for preventing the loss of or damage to our Equipment within 0 If the phone cord reaches the nearest telephone wall jack from the OCT, connect the other end of the silver 25-foot telephone cord to the your home.We suggest that our Equipment in your possession be covered by your home- owners,renters,or other insurance.You will be directly responsible for repair,replacement nearest telephone wall outlet If the phone cord does not reach the ® and other costs,damages,fees and charges if you do not return our Equipment to us in an wall outlet from the DCT,use the additional silver telephone undamaged condition. cord and the female telephone connector to extend the line, If you have us repair or maintain the Inside Wiring,we will charge you additionally,either as indicated in the diagram. by the hour or flat fee,for that service.We are not responsible for problems with the operation of your television or television-related equipment We do not service television NOTE:Please insure that the phone cord does not cross any walkways. receivers or any other television-related equipment(such as VCR's,home antennas,or © Press the Power switch on the DCT to turn it on. other cable-compatible equipment)not owned by us,even if it is attached to the cable 0 Tune the TVNCR to channel 3 or 4 to match the DCT output(the same channel used or Equipment with your existing cable service).Call your cable system for assistance.The DCT will begin None of the Equipment supplied by us nor any of our cable placed outside your home or receiving current programming information when connected to the coaxial cable.Because property in connection with the installation of the Equipment and service shall be deemed programming information is current up to 7 days in advance,the information may take over fixtures,or in any way part of your real property,unless you purchase our cable to the one hour to fill 7 days of programming events/times.You will see some of this information extent permitted by law when Service ends.The Equipment supplied by us may be removed begin to MI in within IS minutes. by us,at our option,at any time during or following the termination of your Service,and you agree to allow us access to your home for such purposes. We consider Inside Wiring to be your property,regardless of who may have installed AT&T Cable,AT&T Digital Cable and Your VCR it. Unless otherwise agreed upon by Company and you in writing,you will continue to be AT&T Broadband wants to help you understand how to make your VCR and cable responsible for the repair and maintenance of the Inside Wire.You may install Inside Wiring, television service compatible entertainment components.With your cable and VCR such as additional cable wiring and outlets. Regardless of who does the work,the internal combination,you can now record your favorite movies and cable programs for later wiring within your home must not interfere with the normal operations of your local cable viewing.We want you to have maximum flexibility in watching what you want,when system. Inside Wire maintenance may not be your responsibility if you rent your home. you want to watch it. Contact your landlord or building manager to determine responsibility. NOTICE OF AVAILABIUTY OF CONVERTERS FOR ADDITIONAL OUTLETS. Subscribers who install their own additional receiver connections may not be able to receive all stations carried on our cable system without additional equipment. For those television sets that are not truly compatible with the cable system.some television stations may not be receivable without additional equipment. I I DE 4/02 28 3767 AT&T Cont 40P9 3/28/02 10,37 AM Page 27 -+- If you change the Services you receive,we may charge you a change of service fee such as VCR-Cable Hookup Warnings upgrade or downgrade charge.The amount of such fee may vary by office location. If you 0 have any questions,please contact your local cable company identified on your bill in your Additional Equipment-such as cable jumpers,signal splitters or A/B switches- monthly billing mailings or ask the representative you talk to when requesting a change in may cause picture distortion if it does not meet our system's standards.Please call our technicians in the repair department before you purchase additional Service.A listing is also provided to our customers annually in a mailing or bill stuffier. hookup equipment. You may pay your bill by mailing payment to the address specified on your bill.We do not assume the risk of undelivered mail and payment shall be deemed made on the first business 0 We recommend against cutting cable jumpers.An improperly cut cable may cause day after your payment is delivered to us. If we have an office that we have designated as a picture distortion. Cable Store in your area,you may deliver your payment to the Cable Store,and it will be © All cable connections must be fitted"wrench tight" deemed received when delivered or,if not on a regular banking day,on the next such day. Installing Your VCR If our representative collects payment from you at your home,there may be an additional charge for that service- Installation of your VCR can be completed through a variety of different methods depending upon your viewing and recording requirements.The various options available You agree to pay all taxes,franchise fees,and other charges,if any,which are now or in the to you for connecting yourVCR are described below: future may be assessed because you receive our Service. If there are any billing errors or other requests for credit,you must bring those to our To Record What You View attention within six(6)months of the time you receive the bill for which you are seeking The diagram below shows how to install yourVCR so you may view and record the correction. Payments received from you will be deemed to be paid voluntarily. same channel.When using this option.be sure to check with us to ensure that you have 3.COMPANY CHANGES IN SERVICES AND CHARGES both your TV and VCR set to the proper channel. Step I:The cable drop connects to the"in"terminal r'b` Converter Subject to applicable law,we have the right to change our Service and Equipment and our C-x prices or fees,at any time.We also may rearrange,delete,add to or otherwise change the on the converter. I I4 OUT cable provided on our Basic Service or other levels of Service. If the change affects you, 1111 Step 2:A jumper is run from the convetter"out' VCR we will provide you notice of the change and its Effective Date. The notice may beprovided onyour monthly bill,as a bill insert,in a newspaper terminal to the"id'terminal on yourVCR. or by other IN OUT r permitted communication. If you find the change unacceptable,you have the right to cancel Step 3:A second jumper is run from the"out"terminal your Service. However,if you continue to receive Service after the Effective Date of the of yourVCR to the back of your TV set. TV change,we will consider this your acceptance of the change.Please take the time to read Step 4:The cable is attached either to the 75 OHM input the monthly messages and to review your bill carefully to make sure your name and address terminal if you have a cable-ready TV,or a"matching are correct.You will generally be billed at the same time each month. transformer"is installed on the end of the cable, i). To the extent required by law,after notice to you of a retiering of our Services or a price and the transformer is then attached to the VHF increase,you may obtain changes in service tiers at no additional charge. Otherwise, aerial terminals. 75 OHM vHFAenil changes by you of the Services you receive may result in upgrade,downgrade or change of service charges. Please refer to the Products and Services Price List we have supplied to True Cable Compatibility you for details or call us at the number on your monthly bill if you have questions.A list of Please refer to the Equipment Compatibility section of this kit regarding cable compati- charges is also provided to our customers annually in a mailing or bill stuffer. bility,or call your local AT&T Broadband office if you have questions.If your service 4.TERMINATION OF SERVICE level and your equipment are compatible,then generally,you can be hooked up to cable according to the following diagrams: You may not assign or transfer the service without our written consent The provisions of these Policies and Practices,including the dispute resolution process Cable-Compuible TV 6 VCR-Cable Connection Cab e-Compatible TV Cable Connection (Section 10)shall survive termination,amendment or expiration of your relationship with TV TV the Company,your receipt of Services,or any other relationship between us. r°aFWine VCR O ft ____ELECTRICAL A.Voluntary Termination. Ottpv; J Trans'orner randanber Unless you have otherwise agreed(such as where you have agreed in advance to receive pu 0 Service over a specified period of time),you have the right to cancel your Service(or any ,,,f oo WallRue i reason at any time by giving us notice.We will refund any balance due to you approximately �, a P rer�c �r� r pa„s.RILrg thirty(30)days of the later of(i)your notice to us of the discontinuance of Service or(ii) the return of any Equipment you may have. Installing Digital Cable Service B. Involuntary Termination/Effect on other AT&T Services. Upon request for an upgrade to AT&T Digital Cable.self-installation kits and manuals Subject to applicable law,if you fail co pay your bill when it is due or fail to comply with any for Digital Customer Terminals("DCT")are available from your local cable operator provision contained in these Policies and Practices,we have the right to terminate your for a separate charge. The installation and other instructions relating to DCTs differ Service or any other Service included within your bill.We may also,without limitation, from those set forth above because of the uniqueness of the DCT and digital and other services and functions that may be received through it. Contact your local cable company for further details. 27 DE 4/02 12 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 13 Commission("FCC"). It is designed to recover the costs of servicing,installing and maintain- On-Screen Program Guide ing customer equipment "Installed"means either installed or activated. from TV Guide Interactive "Inside Wire"or"Inside Wiring"means the cable that runs inside your home to a point 12 inches outside of your home,and includes any extra outlets,splitters,connections,fittings or Get Programming Information wall plates attached toit "Equipment"means one or more of the following:cable modem,digital consumer Where You Need It—On Your Screen terminal or digital receiver("DCT'),converter.converter-descrambler,remote control unit, security device,addressable control module.A/B switch,coaxial cable("cable")which is not The on-screen program guide from TV Guide Interactive is your one-stop source for inside wiring,parental lock-out device,or any other device installed in or around your home, information about what's on AT&T Digital Cable.You get detailed listings which are whether or not provided by us.necessary or convenient for you to receive cable TV pro• continuously updated about what's on every channel so it's easy to plan your viewing in gramming or other Services from us. Inside wiring is not Equipment. advance.Best of all,this information is easy to access from your favorite chair. 2.PAYMENT FOR SERVICE We provide Service to you on a month-to-month basis. Charges for Service start within 24- With TV Guide Interactive, you get more than just program information, hours after Service is installed. The charges for one month's Service,any deposits,and any Using the Universal Remote Control,you can lock out channels using Parental Control,order installation or equipment lease fees are payable when Service is installed. After that,we will Pay-Per-View programs, and scan through your favorite channels.Take a few minutes bill you each month in advance for Service(except for Pay-Per-View movies or events.which to study this guide to learn about convenient features such as Flip." Browse;" and are sometimes billed after they are provided to you). TV Guide Interactive Main Menu, all of which will help you get the most out The bills you receive will show the total amount due and the payment due date.You agree of AT&T Digital Cable. to pay us monthly,in full,by the payment due date for that Service and for any other charges due us,including any administrative late fee(s)and related fees,charges and assessments due to late payments or nonpayments,and any returned check fees,plus other separate and ( additional charges as described below. Frequently Used Functions If we do not receive your payment by the due date stated on the bill,you may be charged C) FLIP' such fees,charges and assessments,plus the other separate and additional charges. O JThe administrative late and related fee(s).charges and assessments related to late payment A bar that appears when you change channels.Gives you information about what you're watching. and nonpayment are intended to be reasonable advance estimates of costs resulting from BROWSE' late payments or nonpayments of our customers.We will tell you the amount of these fees A feature that shows you what is on other channels or what's on later in the day without and other separate or additional charges at or before the time you subscribe to and receive leaving what you are currently watching. our Services,prior to the time we implement or assess new ones,and in our annual mailings to you thereafter.You may avoid these fees and other separate or additional charges relating LISTINGS to late payment and nonpayment by making sure that your payment is received by us on or Lists of programs organized in a variety of ways to meet your needs. before the due date on the bill. If your payment is not received by the due date on the bill, you agree to voluntarily pay these fees and any other separate and additional charges,fees, TV GUIDE INTERACTIVE MAIN MENU and assessments as a condition of receiving our Services. A menu which provides access to a variety of ways to get programming information and We do not anticipate that you will make partial payments or pay your bill late,and the customize your entertainment settings.Access the main menu by pressing MENU on your administrative late fee(s)and other related charges,fees,and assessments related co late Universal Remote Control. payment and nonpayment are set in advance because it would be difficult to know in REMINDER advance:(a)whether or not you will pay your bill on time,(b)if you do pay late,when you A message bar that will appear to remind you of a show you wish to watch.Reminders can be will actually pay your bill,if ever,and(c)what costs we will incur because of your late set while in any of the Listings screens or in Browse'. payment or nonpayment.We do not extend credit to our customers and the administrative fee(s),related fees,charges and assessments are not interest a credit service charge or a FAVORITES finance charge. Our late fee practices may be revised to comply with applicable state or A feature that lets you select the channels you want to scan on a regular basis. local laws,rules or regulations. Charges for your cable Service may be billed to you together with other Services that you receive from us or our affiliated companies. Payment of any such bill for multiple Services is due in full on the indicated payment due date.Any failure to pay such bill in its entirety after the due date may result in administrative or late fees and/or disconnection of Service with respect to any or all of the Services billed.Any partial paYment of a bill will be allocated by us among and between such Services and amounts charged at our discretion,subject only to applicable law, +3 DE 4/02 26 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 25 Your Local Cable Company's Universal Remote Policies and Practices ,• It Actually Lives Up To Its Name Notice to Customers Regarding Policies,Complaint Procedures The AT&T Digital Cable TV Universal Remote Control is your tool to navigate through and Dispute Resolution AT&T Digital Cable.With it,you have complete control of all your entertainment options. When the Federal Communications Commission(FCC)issued its technical and customer This one remote controls your TV,stereo and the AT&T Digital Cable set top box.The function service standards,it adopted regulations which require all cable television operators to of each button is detailed below. establish a process for resolving questions or complaints customers may have about billing for the services provided or the quality of the television signals delivered or other services O Device Selector ID OK we provide,and to notify customers of those procedures. Lets you switch between Press to select a highlighted We are dedicated to providing quality cable television service to our customers and to your Digital Cable set top item.Press to show or remove assuring that each problem is resolved to the customer's satisfaction.These customer ser- r F box and other video the Rip"'bar. vice procedures,in addition to many other issues,are covered In material generally provided 0 s o equipment Guide to you at the time of installation and annually thereafter once you have become a customer. "° Q © Help Press to see Listings By Time. This notice summarizes some of the procedures that you need to know to help us answer come too( +errt Press to get to helpful questions and resolve complaints you may have about billing for the services you receive and information. ® Menu the quality of the television signals or other cable services we provide. Press to enter and exit the EMT Ip l i' 0 Power Main Menu. For those of our customers receiving service through commercial accounts,bulk rate i Turns the selected device arrangements with multiple dwelling owners,or similar arrangements,some of the + `�' Volume ge p ^ on or off. ® Press to control volume. policies,procedures and services herein may not apply. Please refer to the terms and condi- - _ e 4— bons of documents reflecting such separate arrangements.Where such documents are 17 0 inconsistent with the policies,procedures and information relating to service set forth here- ! teats Mmtsound on or off. Last ® Press to return to die in,the terms and conditions of such separate arrangements shall apply. P1� © Page Up precious screen or channel. + Press to move up a page at AT&T Broadband's Policies and Practices ��+%r" a dme throughoutlY Guide Favorite The following Policies and Practices,set forth below,are used when providing you cable tele- ®® Interactive. Press to scan through just vision and other cable Services.We may change them in the future and will notify you if that your favorite thannels. 0 Lock occurs.We will continue to review our Policies and Practices as part of our commitment to ® Channel ® press to bring up continually review and improve the quality of Services we provide. ® ® Parental Control screen Press to change channel. We will send you a written,electronic,or other appropriate notice informing you of any to restrict viewing of a changes and the Effective Date. If you find the change unacceptable,you have the right to t ® ® program,channelor rating ® Day Back cancel your Service. However,if you continue to receive Service after the Effective Date of While in Browse"'or ® ® ® 0 Page Down a listings menu,press the change,we will consider this your acceptance of the change. Press to move down a to see the listing for the I.DEFINITIONS TM� page at a time throughout previous day. As used in these Policies and Practices: 0 ® TV Guide Interactive. ® Day Forward "We","Company","us",or"our"means AT&T Broadband,LLC and all affiliated entities using Q tt 0 0 Exit While in Browse"'Of a the brand name"AT&T Broadband",including your local cable company,its employees, ,O O O Press at any time to listings menu,press to see authorized agents,and its parents,subsidiaries and affiliated companies. return to watching TV the listing for the next day. "You","your"or"Customer"means the customer identified on the work order that was 0 Info 0Channel Numbers signed to begin your cable-IV service and any other person using the Services Press to see a description Use these buttons to tune provided to you or authorized by you to access or modify your account. of the show you're watching directly to a specific station. "Home"means the place you live,including a single-family home,apartment,other or to find out more about a r® music residence,or any other type of dwelling unit,where your Service is installed. program listng. Press to enter the Digital "Service(s)"means the cable TV programming,cable Internet access or any other cable ser- ® Arrows Music menu. vice that we provide to you. Press to move around in a menu or guide screen. "Hourly service charge"means the hourly charge you pay us for certain services.The hourly Also,press any arrow to service charge is calculated using the rules and regulations of the Federal Communications access the Browse"'feature. 25 DE 4/02 14 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 15 On-Screen Program Guide Main Menu Nothing happens when I turn on my set. Your Launching Pad to a Universe of Double check that the TV and AT&T Digital Cable set top box plugs are completely Programming Information inserted in active electrical outlets.If the outlets are controlled by a wall switch,make sure the switch is in the ON position.If your TV is plugged into the back of the AT&T Digital CableTV set top box,be sure the box is plugged in and turned on before turning Whether you're planning your future viewing or are trying to decide what to watch right now,the your TV on. Main Menu will guide you.Best of all,the Main Menu lets you pick the way you want to see the listings by time,by channel,by program name,or by area of interestThe Main Menu is also where Why am I getting sound out of only one speaker? you get messages,selectyourpreferences,and lock out 1 programs using the Parental Control feature. You may have a loose mnnettion.You should check the back of your TV,speakers and AT&T Digital Cable set top box to make sure all cables are connected properly,that no wires are frayed,and no plugs are bent or broken. To Access the TV Guide Interactive Main Menu: I've got a question.Who should I call? Press the MENU button on your Universal Remote Control.Use the arrow Please call a Customer Service Representative at your local AT&T Broadband office.They keys to move around.The A or V moves you up or down a particular will be happy to assist you. column.The.4 or at moves you from column to column.Press OK to display If you have problems: the highlighted selection.Press EXIT to return to watching TV From time to time,you may experience a problem with your television picture that On-Screen Promotions: can easily be fxed.Trying to fix it yourself will save you time and may even save you money on television repair.Please refer to this list BEFORE you call your local On-screen promotions are available from any of the Menu and Listings screens AT&T Broadband office's customer service department to give you important information about programs and services.Access the on-screen promotions using the anew keys on your remote.Press OK to see IMPORTANT: Is your TV dial set on the converter output channel derailed information about the advertised program or service. (example:Ch.2,3 or 4)? ee page 20 Rolling Picture • Adjust"vertical hold"on your N set ' ...i u. a _. `. - Picture Leans to Stile • Try adjusting"horizontal hold"on your N set. _---- -I f__..,. _ Wrong Channel • Check N dial and converter for channel setting. p Program Special Viewer Soldier. Listings Features Services see Snow on Screen ,c,ePag Tyrant .. •--- page • Check to make sure converter is plugged into a working outlet Here. By Tme PPV Time.•Weather 21 6 A No Picture,No Sound -� By Channell PPV Title 7 Messages • Make sure N set is plugged into"live"electrical outlet,and not ... .. ��— a r controlled a wall switch. Movies PPV Evenlsi Parents 22 �' Sports i Premium -t- Favorites 21 • • Push red"reset"button on back of TV set,if your TV has one. oyro< J a' T Ad ust'bri htness control on Children Music . Setup I B your TV set. .._' s. I Search $ Adult - EExit22 Picture Shrinks The TV Guide Awards tonight c n Fox:Who will win? • Overloaded circuit in your TV set � "° "- • Electric company power cutback a>x n Y'ku.:,_.__ .. c.• _ No Picture ...i i.. • Check channel setting on converter and TV set. seepage 19 19 20 ■ • Check listing to make sure channel is broadcasting during this time slot • Wait forty station announcement of difficulty. • Check other channels to compare reception. I 5 DE 4/02 24 3767 AT&T Cont 40pg 3/28/02 10:37 Am Page 23 Try These Remedies Before You Call Getting Your Listings By Time,Channel or Category of Interest What if I forget my Parental Control/Purchase codes? With the Main Menu,there are a variety of ways to see what's on AT&T Digital Cable.Two of Call your local AT&T Broadband office and a Customer Sales and Service Representative will the easiest and most convenient ways are listings By Time or By Channel. help you erase your existing codes and set new ones. \ Listings By Time: If the power goes out,do I need to reset my Parental Control' • To access listings By Time,highlight the By Time bar ' and Purchase codes,Favorite Channels,Reminders,and Locks? in the Main Menu and then press the OK button. No.These are maintained in the AT&T Digital Cable set top box memory. • Then use the♦or♦button to move up or down in the list iiii : 'u.``...:... .",:-. Maw ,._r,.. If the power goes out,do I lose my on-screen program guide? • lithe program is on now,you will tune to it If the ,r You will lose the guide for approximately five minutes.Program information will then begin program is on later,a Program Information screen ..., „, - ,..• will appear,letting you set a Reminder,set a Parental -'" ' -- '*- to appear.Future programming information and access to all features will be restored Control Lock and see other times the selected By Time shortly thereafter. program is on.If the program is a Pay-Per-View selection,you can order it using your remote. What if I have a snowy picture or no picture? • To see what's on later,use the I.button to move the time forward in half-hour Make sure that the cable is firmly connected to the back of the AT&T Digital Cable set top increments.If you see something you want to watch later,highlight it,press the box and television.Be sure your television is tuned to channel 3 or 4. OK button,and you will be invited to set a Reminder. I set my VCR timer to tape a program and it didn't work.Why? ( \ Listings By Channel: - Check to see if your television and VCR are on channel 3 or 4.Also,be sure the � w�' AT&T Digital Cable set top box is tuned to the channel you wish to record.If you wanted • To access listings By Channel,highlight the to tape a locked channel,you must clear all lock options to allow the set top box to tune By Channel bar in the Main Menu and then �rrr.___ „r to and display that channel. press the OK button. ` _... .,,... • Then use the V or A button to move up or down What do I do if I am stuck in a screen or menu I do not understand in the list tr and want to get out? • If you see something you want to watch and it's You can always press the EXIT key on your remote control to immediately return to TV currently on,highlight it and press the OK button. By Channel y viewing mode.You can also press the LAST key to back you out of the on-screen program If you see something you want to watch later, highlight it and press the OK button.A Program guide one menu at a time. Information screen will appear showing details about the selected program,allowing you to set a Reminder,and more. How do I move my Flip-/Browse"banner? It's interfering with my • To see what's on other channels,use the t or►button to move to the next channel. closed caption test. ` ../ In the Setup option of the main menu,choose the guide option.At the Flip'and Browse" item,press the left or right arrow to switch the banner from the bottom of your screen to Listings By Areas of Interest the top or vice versa.You can also change the length of time the Flip"/Browse"bar stays on . , your screen from the Guide Setup screen. With category listings you can see programs listed -Ifs by three areas of interest movies,sports or children's My Universal Remote Control doesn't work.What should I check? programs. ""• ;„'„�. Press the key labeled CABLE on your Universal Remote Control to be sure you're in the To access listings by category,highlight the bar tidedM I cable mode.Also,check the batteries in your Universal Remote Control.You know the bat- then enlp s or u tldren in the Main Menu and {. prr ess the h n,OK button. series are dead if the cable light on your remote does not light up when a button is pushed. """ ^ To change them,remove the battery cover on the back of your remote and replace the old • Use the♦or♦button to move up or down - Children batteries with two new AA batteries.Finally,make sure there is no obstruction preventing in the list. the Universal Remote Control's signal from reaching the AT&T Digital Cable set top box. • Ifyou see something you want to watch and it's currently on,highlight it and press the OF button.If you see something you want to watch later,highlight it press the OK button,and you will be invited to set a Reminder from a Program Information screen. 23 DE 4/02 16 3767 AT&T Cont 40pg 3/28/02 10:37 AM Page 17 Learning How To Flip" Using the Parental Control Feature The Flip"bar appears every time you change channels to make it easy to see what's on now. With the Parental Control feature,you can restrict the viewing of certain material on your TV The current channel number,program name,rating and start and end times are conveniently You can set a lock to restrict viewing by rating,such as R or NC•I7,or restrict viewing by program title. displayed.Press CRAM AV to change channels and see the Flip'bar on screen.Press OK to You can also completely lock out certain channels or programs. make the Flip"bar disappear and reappear. • To access Parental Control, Cl highlight the PARENTS bar in the 7.OOPF 701Pt7(� a e ' x — Main Menu and press the OK button. Whil• -J3 KTPX Touched by at,A igel �- •.�C•�.•s • Enter your four-digit Parental Control code.If you have not set your code,you will be prompted to do so at this point MIS Things Flip-Can Do ForYou: • Then use the♦or♦button to highlight either CHANNEL or _ = RATING and press the OK button.(See below for instructions • Press the LOCK button on your remote to restrict viewing of the current program. Parents on locking out specific programs.) • Pass the INFO button on your remove to get detailed information for the current program. • Press the/or►button until the desired rating or channel appears,then press the • Purchase Pay-Per-View programs as you tune to them. LOCK button. • Press FAY on your remote to flip through your favorite channels. • To lock a specific program or movie title,use the Listings By Time or Search feature in the • Press to highlight the on screen promotion.Press OK and get detailed information Main Menu to find and highlight the program.Then press the LOCK button,or press about the advertised program or service. LOCK while watching a program. O • You can remove a lock by pressing the LOCK button again. O • To view a locked program,enter your four-digit Parental Control code. S u rf i n Channels With Browse. • You an also hide adult titles from being displayed on the guide.Choose HIDE from the g Adult Titles selection. You can also use the Fip'bar to browse what's on other channels without missing a minute of what • Temporarily open all locks by setting the Master Locks feature to YES. you're washing.Press any of the AYI►keys on yo(tr remote control.The yellow highlight appears on the program listing,and the Flip-bar stays on screen,allowing you to see what's on other channels. Setting Your Personal Preferences __ • 7:+1 aK( x T.uche uy an n eh ;'u To set your preferences,go to the main menu,highlight the SETUP bac and press the OK button. • In the setup area you can set your preferences in five areas; '=, • Flip"bac Parental Control options,Cable Box settings, Things Browse" Can Do ForYou: Audio setting and Languages.To change your preferences, • Press the►key to see future listings on a channel. use the or•button to highlight the selected area and press the OK button.Then follow the instructions on the • Press OK to get detailed program information about the program displayed in the Hip bar a t._f screen. • Press/to highlight the on-screen promotion.Press OK for detailed information about the = -.--. advertised program or service. Setup 17 OE 4/02 22 3767 AT&T Cont 40pg 3/28/02 10:38 AM Page 21 —0— Retrieving Messages From AT&T BROADBAND Using The Reminders Feature Messages are sent from AT&T Broadband or TV Guide Interactive regarding programming The Reminders feature is available so you don't miss programs you want to watch.When you set changes,special promotions,or other things that affect your service.An envelope on your screen a Reminder for a program,a Reminder screen will appear just before the program begins,so that and a red light on your cable box will let you know you have a new message. if you are tuned to another channel,you can switch to the program you want to watch. • To read your message,highlight the Messages bar _. 1How to Set Reminders: -- � and press the OK button. ` • To seta Reminder from Flip'or Browse" LIITZ __ iii ""'°""`.. mode or from the program istings in the ; • Then use the Von♦button to highlight the message r:. main menu,highlight the program you wish and press the OK button.The text of the message :"- to set a Reminder for and press OK, will then appear on your screen. ' • When the Program Information screen • Save the message by highlighting the Keep bar and appears,highlight Remind,then press OK r mil.• f' Press YES to confirm the Reminder. Liirtr NNO,ISM pressing the OK button. Messages , ^� • A check mark will appear next to the • Delete the message by highlighting the Delete bar program name,indicating that a Reminder and pressing the OK button. has been set. _ '-...... •- . / How to Select Your Favorite Channels When Reminders Appear: 1111 •When the Reminder screen appears, _ a - Ohighlight the program,then press ��h `t OK if you would like to be caned to With the Favorites feature you can select your favorite channels and scan through them quickly m- ;. :c„n E AL,•,• u;.B 30,1 theprogram. 101 CNN T,1IkbackL F using the Hip"feature. oK _.` • If you don't want to be tuned to _.-' the program,highlight Hide Reminder, • To see a listing of all channels,highlight the Favorites bar "__ _ then press OK(or just press LAST ' \ or EXIT). in the main menu and press the OK button. r., • Use the right and left arrow keys to select how channels are displayed,By Channel Number or By Name. .�.. _ / ( How to Cancel A Reminder: _ == • Then using the A♦/or►button go to the channel "" et matilll you want to designate as a favorite,highlight it and press a= '' _' -M - • Select the program you have set aDie wee the FAY button.The favorites you select will be blue. Favorites Reminder for and press OK. `•';...m, The program will have a check mark I • To remove a channel from your Favorites menu,highlight it next to it,indicating that it currently has illialHINII a Reminder set a.�i K ., and then press the OK button.The channel will return to =+„ w,,, its original white color. •When the Reminder Already Set screen appears,highlight YES to 4.44-45:4,-,':.----...—_,.. ;. • To exit the favorites menu,press EXIT. \ cancel the Reminder,then press OK. J • To Flip"through your favorite channels,press the FAY button repeatedly. 21 DE 4/02 18 3767 AT&T Cont 40pg 3/28/02 10:38 AM Page 19 O Finding A Program With Search Getting Pay-Per-View Listings And Ordering A Program If you know the name of the program you want to watch,but don't know the time or channel, use the Search function. Pay-Per-View service on AT&T Digital Cable offers you the opportunity to order many of the To Search For A Program: latest Hollywood hit movies and special events using your Universal Remote Control. ,,� Top movies are offered with convenient start times.Plus ,. m - • Highlight the Search bar in the Main Menu and then exciting live special events such as boxing,wrestling and r?.a a c c tune to the channel on which it appears. =-_ press the OK button. ® --—. ,. concerts.You pay only for the shows you order when you _ ®• A screen with five blank boxes at the top will appear. - You can place up to four of the first letters of the `talBi ...- With Pay-Per-View listings you can see program offerings ' " time,by program title.or adult tide,or learn about tat" name of the show you want to find in the boxes. ' . "-".-" by P g by Use the♦or V button to change the letter you want w coming special events. to appear in the box " '°' r • To access any of the Pay-Per-View listings,highlight • Once the correct letter is in the box,press►to move to the corresponding bar in the Main Menu and then the next box.The search list will automatically scroll to the letter you select. press the OK button. PPV Time • Then use the A or V button to move up or down in the list As you enter more letters the search list will be refined and redisplayed. PPV Title Keep entering letters until the program appears in the listing,then press OK. • If you see something you want to purchase,highlight the Use A or♦to select the program you want to view, title and press the OK button. PPV Events • A Pay-Per-View information screen appears with detailed • If the program is currently on,highlight it and press the OK button.If the program is information including description,rating,start times and AdUlt on later,highlight it,press the OK button,you will be invited to set a Reminder. ordering information. • Highlight the desired start time and press the OK button. • Highlight YES to confirm the order. . =_ - O • A Reminder will appear to let you know you have .. ordered the program. - flaCIIII • You must tune to the program within the designated order .y,R,ai itwai,.b.w.•. Accessing Digital Music window to actually purchase the prograrn.Wyou do not -=%" -• tune to the program,you will not be charged for it _' With Digital Music,you get multiple channels of the music you want to hear without commer- Information Sc roe n cials or interruptions.Best of all,the music never stops.You can get digital music delivered to your stereo or TV 24 hours a day. Pay-Per-View Free Preview To Access Digital Music: • Highlight the MUSIC bar in the main menu ' """° and pr the OK button Get ess With Pay-Per-View Free Preview you can see the first five • Use the V�. �to move « •w. minutes of selected Pay-Per-View movies before you order Free Preview down and pay for it (Note the Free Preview option is not n the fist of music channels. •.. available if the first 5 minutes of a movie contains Press OK to Select •When you find a channel you wish to(!star to, objectionable programming) During the preview, the highlight it and press the OK button. Pay-Per-View Free Preview overlay will appear.To order the �� •The current sag tide and arrut^ MUSIC program press the OK button on your remote control.If you =`w ' have not ordered the program by the end of the preview, is displayed on the flipTM bar while your selection plays. the Pay-Per-View"billboard"will appear.You will still have a • Press the INFO button on your remote to see more digital mask information. moment until the order window closes to order the movie. PPV Free Preview The order window typically stays open for at least the first •You can also access the Digital Music listings by pressing the MUSIC button on your remote control. 15 minutes of the program. •To ream to watchng TV,simply tune to a non-Digital Music channel 19 DE 4/02 20 3767 AT&T Sub Privacy Notice 3/25/02 7 PM Page 1 AT&T BROADBAND Subscriber Privacy Notice 2/02 Asa subscriber to cable service from AT&T Broadband.you are entitled under Section 631 of the Cable Communications Policy Act of 1984(the"Cable Act")to know the limitations imposed upon cable operators in the collection and disclosure of personally identifiable subscriber information,the type of personally identifiable information we collect.how we use subscriber information,under what conditions we may disclose,the period during which we maintain it and the rights of subscribers concerning such information and its disclosure.As used in this notice"AT&T,""we,""us.""our."and similar terms refer to AT&T Broadband,LLC and any entity contnolling,controlled by or under common control withAT&T Broadband.This law relates only to personally identifiable information. It also applies only to information that you have furnished to us or certain information that is transmitted over our cable facilities. I. COLLECTION 8 USE. To continue providing reliable and high quality service to you,we keep regular business records that contain the following types of personally identifiable information:your name,service address.billing address(if different),telephone numbers,social security number, credit Information,driver's license number and subscriber correspondence.Our records include information on billing,payment damage and security deposits,maintenance and repairs,how many television sets are in your home,the service options you have chosen,the pay-per-view movies and events you have ordered,your PC configuration(for cable services which include Internet access) and the number and location of converters,cable modems or other cable equipment installed in your home.We maintain records of research concerning subscriber satisfaction and viewing habits,which are obtained from subscriber interviews and questionnaires.In addition,we may combine personally identifiable subscriber information,which we collect as part of our regular business records with personally identifiable information obtained from third panies for the purpose of creating an enhanced personal database to use in marketing and other activities-Additionally,if you rent your home,we may have a record of whether landlord permission was required prior to installing our cable facilities as well as your landlord's name and address When you use interactive television and cable Internet services,whether such services are provided through your personal computer or our advanced set-top box,the cable system automatically collects information on your use of such services,including information on the choices that a subscriber makes along the range of services offered,including the programs and web sites you view or services you order on the cable system or on the Internet,the time that you actually use the services or view the programs and web sites,and other information about your"electronic browsing."Information concerning the use of other features of the cable system are also collected,such as which menus and menu screens are used most often,the time spent using them and the use of the remote control feature. Without your written or electronic consent,we cannot collect personal information over the cable system unless it is necessary to provide cable or other service that we provide to you or to prevent unauthorized access to services or to subscriber data.We collect information contained in cable interactive television and cable Internet service transmissions directed to AT&T because it is necessary to provide a service you have requested. Our detailed business records are used(and personal information contained in them disclosed)generally to help ensure you are being properly billed for the services you receive;to send you pertinent information regarding your cable services and other products and services which we may make available from time to time:to improve the quality of the services we provide;and for all tax and ac counting purposes.Specifically,the information in these records is used to sell,install,maintain,connect,reconnect and disconnect services;to bill and collect service-related charges:to measure subscriber sauslaction and improve marketing and programming decisions:to mail related materials:to ensure compliance with relevant law and contractual provisions;to provide you with information about our products and services or new products and services which we may make available from time to time:and to answer questions from subscribers.Information collected about cable online services,including interactive television and cable Internet service,is used to understand subscriber reactions to gateways and services we offer and to evaluate the network.It helps us to customize the interactive television and cable Internet services based on the interests of subscribers,and to direct programming and advertising that is likely to be of interest to you.It also helps us to protect our network from unauthorized use and to track any unauthorized access to services or to subscriber data.We take all reasonable precautions to prevent unauthorized access to this information. 2. DISCLOSURE. AT&T considers the Information contained in the business records we keep to be confidential.Unless prior written or electronic consent is obtained.personal information which we maintain related to our subscribers may be disclosed to a third party only if.(I) it is necessary to render or conduct a legitimate business activity related to the cable and other services we provide;(2)such disclosure is required by court order and you are notified of such order:or(3)to a governmental entity as described below.The Cable Act requires us to inform you of the nature,frequency and purpose of any disclosure which may be made of such information,including an identification of the types of persons to whom the disclosure may be made.In the course of providing our cable and other services and in informing you about new products and services which we may make available from time to time,we may make your records available to our affiliated AT&T entities.employees,agents and contractors in order to install.market,provide and audit service on each occasion that access to the information is needed-We may also occasionally release the subscriber list of a particular able system to consumer and market research organizations for the purpose of determining the reaction of our subscribers to advertising and programming choices currently available to them or which may become available in the future-Access for these purposes is routine and does not occur with any speak frequency.Further,we make our subscriber records available each month or as needed to one or more independent billing houses for billing purposes;to mailing services and programmers each month for program guide distribution;to programmers and outside auditors when required;to attorneys and accountants on a continuous basis to render service to the company;to potential purchaser in connection with a system sale which occurs only at the time such sale is completed; to franchising authorities to demonstrate compliance,whenever such concerns are raised:to collection services if required to collect past due bills at such time as bills are submitted for collection:to law enforcement when required to prevent network damage or the unauthorized reception of service;to governmental entities as set forth below;and to the Linked States Postal Service,when required, in connection with mailing.In addition,when you use interactive television and able Internet services.certain information relating to your use of these services may be disclosed to third parties providing content or services on the Interactive television platform.Such disclosure may include,without limitation,information on the choices that you make along the range of services offered,including the programs and web sites you w or services you order on the cable system or n the Internet time ti a that you actually use the services or view the programsvie and web sites.and other information about your"electronic browsing". Under the recently enacted USA PATRIOT Act of 2001 (the"Act"),a governmental entity may require us to disclose certain information concerning your subscriber account for cable television and cable Internet service(s)without advance notice to you.Upon receipt of a Federal or State administrative,grand jury or trial subpoena.or otherwise as set forth in the Act.we are required to 3767 AT&T Sub Privacy Notice 3/25/02 3xt�7 PM Page 2 disclose to the government the following subscriber records:your name and address;records of your Internet sessions(including session times and duration);how long you have subscribed to our service(s)(including start date)and the type(s)of service(s)utilized: your telephone number or other subscriber account identifying number(s),including any Internet or network address(es)assigned to you by our networkand the means and source of your payment(s)(including any credit card or bank account number).In addition, upon receipt of a Federal or State search warrant or court order,we are required to disclose to law enforcement agencies the content of and other records relating to electronic mail messages(including attachments to electronic mail messages and records relating to your electronic mail and Internet use),without advance notice to you.Additionally,law enforcement agencies may,by Federal or State cou order,and without notice to you,obtain the right to install a device that monitors the addressing and routing of your Internet and electronic mail use,but not the contents of your electronic mail.The Act also allows us to voluntarily disclose certain information to law enforcement agencies and governmental entities in circumstances of immediate danger.If we reasonably believe that an emergency involving immediate danger of death or serious physical injury to any person requires disclosure of the information without delay,where permitted by law,we may voluntarily disclose to law enforcement agencies,without advance notice to you.the contents of your cable Internet subscriber communications.The Act,under certain conditions,also allows the government,at our request.to intercept the communications of a computer trespasser without obtaining a court order or search warrant.Finally,we may also disclose to law enforcement agencies the contents of Internet subscriber communications that were inadvertently obtained and appear to pertain to the commission of crime.These new procedures set forth in the Act do not apply to records revealing your selection of video programming.As before,a governmental entity may obtain records revealing your selection of video programming by court order only if it offers clear and convincing evidence that such records are material to a criminal case and if you are given the opportunity to appear and contest the evidence. 3. DIGITAL MILLENNIUM COPYRIGHT ACT. One of the purposes of the Digital Millennium Copyright Act('DMCA"),signed Into law in 1998.is to provide certainty for copyright owners and Internet service providers with respect to copyright infringement liability online.The law is applicable to all AT&T online services,including AT&T Broadband Internet and interactive television service,in order to assist copyright holders in protecting their copyrights from online infringement,the DMCA provides for the issuance of a subpoena seeking the identification of an alleged online copyright infringer.Upon receipt of such a subpoena,an online service provider such as AT&T is required by law to expeditiously disclose the identity of the alleged infringer to the copyright owner or a person authorized to act on the copyright owner's behalf. 4. IMPORTANT INFORMATION FOR CUSTOMERS OF AT&T BROADBAND INTERNET AND AT&T DIGITAL TELEPHONE SERVICE. In areas where the AT&T Broadband Internet service is available,and for those customers subscribing to this other cable programming service,please refer to your AT&T Broadband Internet Subscriber Agreement for additional information relating to the AT&T Broadband Internet service,the Internet or other services to which access is provided as part of the AT&T Broadband Internet In service, where AT&T provides local telephone service using the facilities of its cable system,AT&T shall employ the same privacy protections as it does when providing local telephone service through other telephone technologies,such as fixed wireless telephony, digital loop carrier technology or through the use of the facilities of the incumbent local exchange carrier. S. MAILING LISTS. Unless you object the Cable Act allows us to disclose certain information to others.Including advertisers and direct mail or telemarketers,for non-cable related purposes including selling or disclosing customer lists to commercial or charitable users thereof. Disclosure for such purpose would typically be your name and address,and would not include the extent of your viewing or use of a particular service or the nature of any transaction made over the cable system.We do not currently sell our subscriber list or otherwise disclose it to commercial or charitable users.If we choose to do so in the future,we will provide you with information about how to remove your name from such lists. 6. RETENTION. The CableAccrequires us to inform you concerning the period during which we will retain information.As required by the CableAcc, we destroy customer information that is no longer necessary for the purpose for which it is collected unless there is a legitimate request or order to inspect the information still outstanding or the information remains in records that are periodically discarded under our document retention policies.The information that you have provided us upon installation of service is maintained in our management information system and billing systems,and is updated as new information is added Accounting and billing records are retained for ten years for tax and accounting purposes or until the relevant income tax years for which the document was created have been closed for income tax purposes and/or all appeals have been exhausted.Routine paper records necessary to render or conduct legitimate business activities related to the cable service or other service provided to you as a customer are kept in acc ordance with our voluntarily adopted document retention program.Paper records such as work orders and records of technical maintenance and service you are provided are retained for three years.These records may remain on file even after you have terminated service.Subject to applicable law,records relating to involuntary disconnects are kept indefinitely by us to facilitate collection and evaluation of credit worthiness and are updated as new information is added. 7. CUSTOMER RIGHTS. As described above,the Cable Act establishes your rights as a customer and the limits upon the cable operator with respect to the collection and disclosure of customer information.You have the right to inspect our records that contain information about you and to correct any error in our information.I you wish to inspect the records at our system office pertaining to you,please contact us at the system business office between the hours of 8:00 a.m.and 5:00 p.m..Monday through Friday(holidays excluded),to set up an appoingment.You may bring a private civil action In U.S.District Court,and you may seek to recover damages,costs and attorney fees if your rights under Section 631 of the Cable Act have been violated,subject to certain immunities that have been provided to us under the USA PATRIOT Act of 2001. We reserve the right to revise this policy,or any part thereof.Use of our service following notice of such revisions constitutes your acceptance of the revised policy THE NAME.ADDRESSAND PHONE NUMBER OF YOUR LOCAL CABLE SYSTEM CONTINUETO BE IDENTIFIED ONTHE FACE OF YOUR MONTHLY BILLANY CHANGESTO SUCH INFORMATION WILL BE NOTED ON YOUR FUTURE BILLS. AThT Broadband Hello