Cable Converters - Some models of TVs and VCRs – especially older TV sets that are not “cable ready” - may not receive all of the channels offered when connected directly to the cable system. If your TV or VCR is not able to receive all of the channels desired, you can obtain a set-top channel converter from Suddenlink at a nominal charge or from a retail store. If you plan to purchase cable services that we scramble or encrypt, such as premium, pay-per-view or digital services, you should make sure that any set-top converter or navigation device you purchase from a retail outlet is capable of working with separate security cards that we must provide in order for your equipment to access such programming devices. Upon request, we will provide you with the technical parameters that are needed for any such device to operate with our security cards and cable system. Also, you should know that it is illegal to sell receivers with descrambling units and similar “black box” descramblers, or to use such devices to access our services without authorization from Suddenlink. The use of such descramblers is theft of service.
If you receive service through a set-top channel converter, you may not be able to use special features and functions of your TV and VCR. These may include features that allow you to: view a program on one channel while simultaneously recording a program on another channel; record two or more consecutive programs that appear on different channels; and use advanced picture generation and display features such as “Picture-in-Picture” and channel review. Suddenlink may be able to resolve these issues through an additional converter or other equipment that is available for lease upon request.
CableCards - Certain new TVs and consumer products that can receive our cable services are sold with a CableCard slot or interface, which allows them to be operated without the need for a separate set-top channel converter. Currently, CableCard enabled equipment does not allow you to access or use any of our interactive or two-way services that we offer. For more information, you may contact us by calling Customer Care at the number listed on this notice or on your monthly bill.
Remote Controls - Suddenlink includes a remote control unit with set-top channel converters. Some television, VCR and DVD remote controls are also capable of controlling the basic features of your set-top box. “Universal” remote control units that are compatible with the basic features of set-top boxes may be also be obtained from other sources, such as consumer appliance and electronics outlets or over the Internet. These universal remote controls may not be compatible with certain set-top features or services available from Suddenlink in certain markets. If you have specific questions concerning remote control compatibility, we encourage you to contact Customer Care at the number listed on this notice or on your monthly bill.
Television Picture Quality - If you experience problems with the quality of television signals you receive, you should call us at the telephone number listed on this notice or on your monthly cable bill. A fully trained Customer Care representative can often resolve your problem over the telephone. If this cannot be done, we will set up an appointment for a skilled technician come to your home. If, in your opinion, the service technician fails to correct the reception problem, you should call us again and we will review the actions taken. Should we continue to be unable to resolve the problem to your satisfaction, we will explain the reasons we cannot solve the problem. If you believe Suddenlink has not properly resolved your issue, you have the right to contact the applicable franchise authority at the address and telephone number listed on your monthly cable bill.
VIDEO CLOSED CAPTION - If you experience problems with Video Closed Captions, please call 844-271-8300. You may also fax your issue to 866-721-7595, email it to firstname.lastname@example.org, or send it to Customer Experience Manager, 6151 Paluxy Drive, Tyler, TX 75703.
Effective March 22, 2010