Privacy Policy and Terms of Service

Your privacy is very important to us.  Blue Ridge is committed to following any and all applicable federal and state privacy statutes, and agency privacy rules and/or regulation.  Blue Ridge and PenTeleData do not sell customer browsing data to third parties.  For further information, please see complete policy below. 

Privacy Statement and Terms of Service

I. Privacy Statement:

For Cable Video, High-Speed Internet, and Blue Ridge Digital Phone Services

We are providing this notice in accordance with Section 631 of the Cable Communications Policy Act of 1984, as amended, (Cable Act), a Federal law which requires all cable operators to notify subscribers of the collection, use and disclosure of personally identifiable information regarding cable subscribers. In addition, Section 222 of the Communications Act of 1934, as amended (Communications Act) and FCC’s regulations provide additional privacy protections for certain information related to our phone and internet services.

The Cable Act authorizes cable operators to use the cable system to collect Personally Identifiable Information concerning any subscriber:

To obtain information necessary to render cable service or other services to our subscribers; and to detect unauthorized reception of cable communications.

Personally Identifiable Information is information that identifies a particular person; it does not include anonymous or aggregate data that does not identify a particular person or persons. Blue Ridge collects such information including: billing records, payment and deposit history, account number, credit card and/or bank account numbers, social security numbers, driver’s license numbers, email addresses, additional service information, service maintenance and repair records, premium service subscription, marketing and research survey information, device identifiers and network addresses of equipment used with your account, records indicating the number of television sets, set-top boxes, modems, telephones, home security and automation devices, or other devices connected to our cable system and customer correspondence and communications records.

The Cable Act prohibits cable operators from using the cable system to collect Personally Identifiable Information concerning any subscriber for any purposes other than those listed above without the subscriber’s prior written or electronic consent.

The Communications Act authorizes us to use, disclose, or permit access to individually identifiable Customer Proprietary Network Information (CPNI) in our provision of:

The telecommunications services from which this information is derived; or services necessary to, or used in, the provision of these services, including the publishing of
directories.

With respect to phone and internet services, examples of CPNI include:

  • location of service;
  • technical configuration of service;
  • type of service;
  • quantity of service;
  • amount of use of service; and
  • calling patterns.

CPNI does not include your name, address, and telephone number, because the Communications Act classifies that information as “subscriber list information” which is not subject to the protections applicable to CPNI. The Communications Act prohibits us from using CPNI for any purposes other than those listed above except as permitted or required by law or with your approval.

We do not maintain this information any longer than is necessary for our business purposes. This period is at least for the duration of active service plus 15 years to comply with tax and accounting requirements. Information such as credit references, previous address, social security and driver’s license numbers are maintained for purpose of identity regarding the applicants for our services, credit checks and collection purposes.

As a subscriber, you may review (and correct if necessary) any personal information held by us that pertains to you. These records are available at the local Blue Ridge Communications office serving you, during the hours of 9 AM to 5 PM, Monday through Friday.

We request that you contact us in advance by telephone or letter so that we may locate the information and set up an appointment for your review.

Disclosure Cable:

Blue Ridge considers the Personally Identifiable Information contained in our business records to be confidential. As a cable operator, Blue Ridge may disclose Personally Identifiable Information concerning any subscriber if the disclosure is:

a. Necessary to render, or conduct a legitimate business activity related to the
cable service or other services provided to the subscriber: These kinds of disclosures typically involve billing and collections, administration, surveys, marketing, service delivery and customization, maintenance and operations, incident verification and response, service notifications, and fraud prevention, for example. We may also collect, use, and disclose information about you in de-identified, anonymous, or aggregate formats, such as ratings surveys and service usage and other statistical reports, which do not personally identify you, your particular viewing habits, or the nature of any transaction you have made over the cable system. The frequency of any disclosure of Personally Identifiable Information varies in accordance with our business needs and activities. We may sometimes disclose Personally Identifiable Information about you to our affiliates or to others who work for us. We may also disclose Personally Identifiable Information about you to outside auditors, professional advisors, service providers and vendors, potential business merger, acquisition, or sale partners, and regulators. We make these disclosures
as provided for in the Cable Act. Typically, we make these disclosures when the disclosure is necessary to render, or conduct a legitimate business activity related to the cable service or other services we provide to you.

 b. Required by law or legal process: As a cable operator, we may be required to disclose Personally Identifiable Information to a third-party or governmental entity in response to a court order. If the court order is sought by a non-governmental entity, we are required under the Cable Act to notify the subscriber of the court order. If the court order is sought by a governmental entity, the Cable Act requires that the cable subscriber be afforded the opportunity to appear and contest in a court proceeding relevant to the court order any claims made in support of the court order. At the proceeding, the Cable Act requires the governmental entity to offer clear and convincing evidence that the subject of the information is reasonably suspected of engaging in criminal activity and that the information sought would be material evidence in the case.

c. Of the names and addresses of subscribers for “mailing list” or other purposes (subject to each subscriber’s right to prohibit or limit this disclosure and the CPNI Policy.): As a cable operator, Blue Ridge is authorized to disclose limited Personally Identifiable Information to others, such as charities, marketing organizations, or other businesses, for cable or non-cable “mailing list” or other purposes. From time to time we may disclose your name and address for these purposes. However, you have the right to prohibit or limit this kind of disclosure by contacting us by telephone or by sending us a written request to contacts in the Complaint Procedure below. Any “mailing list” and related disclosures that we may make are limited by the Cable Act to disclosures of subscriber names and addresses where the disclosures do not reveal, directly or indirectly, (i) the extent of any viewing or other use by the subscriber of a cable service or other service provided by us; or (ii) the nature of any transaction made by the subscriber over our cable system.

Disclosure Phone:

Blue Ridge may disclose to others Personally Identifiable Information in connection with features and services such as Caller ID, 911/E911, and directory services as follows:

We may transmit your name and/or telephone number to be displayed on a Caller ID device unless you have elected to block such information. Please note that Caller ID blocking may not prevent the display of your name and/or telephone number when you dial certain business or emergency numbers, 911, 900 numbers, or toll-free 800, 888, 877, 866 or 855 numbers.

We may provide your name, address, and telephone number to public safety authorities and their vendors for inclusion in E911 databases and records, inclusion in “reverse 911” systems, or to troubleshoot 911/E911 record errors.
We may publish and distribute, or cause to be published and distributed, telephone directories in print, on the Internet, and on disks. Those telephone directories may include subscriber names, addresses, and telephone numbers, without restriction to their use.

We may also make subscriber names, addresses, and telephone numbers available, or cause such subscriber information to be made available, through directory assistance
operators.

We may provide subscribers’ names, addresses, and telephone numbers to unaffiliated directory publishers and directory assistance providers for their use in creating directories and offering directory assistance services.

Once our subscribers’ names, addresses, and telephone numbers appear in telephone directories or directory assistance, they may be sorted, packaged, repackaged and made available again in different formats by anyone.

We take reasonable precautions to ensure that non-published and unlisted numbers are not included in our telephone directories or directory assistance services, but we cannot guarantee that errors will never occur.

Disclosure Internet and Phone:

We make every reasonable effort to protect subscriber privacy as described in this notice.
Nevertheless, we may be required by law to disclose Personally Identifiable Information or individually identifiable CPNI about a subscriber. These disclosures may be made with or without the subscriber’s consent, and with or without notice, in compliance with the terms of valid legal process such as a subpoena, court order, or search warrant.

We may be required to disclose Personally Identifiable Information and individually identifiable CPNI to a private third party in response to a court order, and, if so, we are required to notify the subscriber of the court order. We may also be required to disclose Personally Identifiable Information and individually identifiable CPNI about subscribers to high-speed Internet, phone, and home security services to a government entity in response to a subpoena, court order, or search warrant, for example. We are usually prohibited from notifying the subscriber of any disclosure of Personally Identifiable Information
to a government entity by the terms of the subpoena, court order, administrative order or search warrant.

We comply with the Electronic Communications Privacy Act and all copyright laws including the Digital Millennium Copyright Act.

Certain essential elements of the Internet Service are provided by PenTeleData such as email, IP address assignment, and network management functions. PenTeleData has access to Personally Identifiable and individually identifiable CPNI to the extent needed to provide the service.
Emergencies: We may also use or disclose Personally Identifiable Information about you without your consent to protect our customers, employees, or property, in emergency situations, to enforce our rights under our terms of service and policies, in court or elsewhere, and as otherwise permitted by law. In emergency situations, 911 Response Centers and/or Police may contact us for directions to a subscriber’s home. We will release this information unless you contact us in advance.

Corporate merger/sale: If we (or our parent company) enter into a merger, acquisition, or sale of all or a portion of our assets, subscribers’ Personally Identifiable Information will, in most instances, be one of the items transferred as part of the transaction.

Billing: All bills are mailed at regular intervals to the billing address indicated in our records to the attention of the account holder only. In order to perform the billing function, answer questions relating to billing, and collect on overdue accounts, customer service representatives, credit, and collections representatives and billing personnel have access to the billing systems, which contain Personally Identifiable Information and CPNI.

Revisions: This Privacy Policy may be revised from time to time by updating the copy posted on the Blue Ridge web site(s). Amendments to this Privacy Policy will be effective when posted on web site(s). You should periodically visit the Privacy Policy page on our web site to review the current Privacy Policy, so you are aware of any such revisions to which Blue Ridge’s employees, agents and customers are bound.

Aggrieved: Any person who feels aggrieved by an action of Blue Ridge Communications in violation of Section 631 of the Cable Television Consumer Protection and Competition Act of 1992 may bring a civil action in a United States District Court.

II. Terms of Service

Mandatory Binding Arbitration This paragraph applies to all services you may have with Blue Ridge Communications including internet, phone, cable and security.

a. Mandatory Binding Arbitration. We strive to resolve disputes fairly and quickly, if we cannot resolve a dispute with you, then except as described below, each of us agrees to submit any claim for monetary damages to the American Arbitration Association, www.adr.org, for binding resolution under its Commercial Arbitration Rules or by separate mutual agreement to another arbitration institution.

b. Right to Opt Out. If you do not wish to be bound by this arbitration provision, you must notify BRC and/or PTD in writing within 30 days of the date that you first receive this agreement by mail to BRC PO Box 215, 613 3rd street, Palmerton, PA 18071, Attn: legal department/arbitration. Your written notification must include your name, address and BRC and/or PTD account number as well as a clear statement that you do not wish to resolve disputes greater than $10,000 with BRC and/or PTD through binding arbitration. Your decision to opt out of this arbitration provision will have no adverse effect on your relationship with BRC and/or PTD or the delivery of service(s) to you by BRC and/or PTD. If you have previously notified BRC and/or PTD of your decision to opt out of arbitration, you do not need to do so again.

c. Class action waiver and other restrictions:

     i. You must contact us within one (1) year of the date of the occurrence of the event or facts giving rise to a dispute (except for billing disputes, about which you must contact BRC and/or PTD within sixty (60 days), or you waive the right to pursue any claim based upon such event, facts, or dispute.

     ii. All parties to the arbitration must be individually named. there shall be no right or authority for any claims to be arbitrated or litigated on a class action or consolidated basis or on bases involving claims brought in a purported representative capacity on behalf of the general public (such as a private attorney general), other subscribers, or other persons. The arbitrator’s authority to resolve and make written awards is limited to claims between you and BRC and/or PTD alone. Claims may not be joined or consolidated unless agreed to in writing by all parties. No arbitration award or decision will have any preclusive effect as to issues or claims in any dispute with anyone who is not named party to the arbitration. notwithstanding any other provision in this agreement and terms and conditions, and without waiving either party’s right of appeal, if any portion of this class action waiver and other restrictions provision is deemed invalid or unenforceable, then the entire arbitration provision (other than this sentence) shall not apply.

d. Location of Arbitration. The arbitration will take place at a location convenient to you in the area where you receive the service from us.

e. Payment of Arbitration Fees and Costs. BRC and/or PTD will advance all arbitration filing fees and arbitrator’s costs and expenses upon your written request given prior to the commencement of the arbitration. You are responsible for all additional costs that you incur in the arbitration, including, but not limited to, fees for attorneys or expert witnesses. If the arbitration proceeding is decided in BRC and/or PTD’s favor, you shall reimburse BRC and/or PTD for the fees and costs advanced to you only up to the extent awardable in a judicial proceeding. If the arbitration proceeding is determined in your
favor, you will not be required to reimburse BRC and/or PTD for any of the fees and costs advanced by BRC and/or PTD. If a party elects to appeal an award to a three-arbitrator panel, the prevailing party in the appeal shall be entitled to recover all reasonable attorneys’ fees and costs incurred in that appeal. Notwithstanding anything to the contrary in this arbitration provision, BRC and/or PTD will pay all fees and costs that it is required by law to pay.

f. Severability. If any clause within this Arbitration Provision is found to be illegal or unenforceable, that clause will be severed from this Arbitration Provision, and the remainder of this Arbitration Provision will be given full force and effect. If the class action waiver clause is found to be illegal or unenforceable, the entire Arbitration Provision will be unenforceable, and the dispute will be decided by a court. In the event this entire Arbitration Provision is determined to be illegal or unenforceable for any reason, or if a claim is brought in a Dispute that is found by a court to be excluded from the scope of this Arbitration Provision, you and BRC and/or PTD have each agreed to waive, to the fullest extent allowed by law, any trial by jury.

g. Exclusions from Arbitration. Only claims for money damages may be submitted to arbitration. You and BRC and/or PTD agree that the following will not be subject to arbitration: (1) any whose amount in controversy (including claims for attorney’s fees permitted by law) is properly within the jurisdiction of a court that is limited to adjudicating small claims (magisterial district court in Pennsylvania); (2) any dispute over the validity of any party’s intellectual property rights; (3) any dispute related to or arising from allegations associated with unauthorized use or receipt of service; (4) any dispute that arises
between BRC and/or PTD and any state or local regulatory authority or agency that is empowered by federal, state, or local law to grant a franchise under 47 U.S.C. § 522(9); and (5) any dispute that can only be brought before the local franchise authority under the terms of the franchise. (6) claims for injunctive orders or similar relief must be brought in a court (other than claims related to whether arbitration is appropriate, which will be decided by an arbitrator, not a court. You may not combine a claim that is subject to arbitration under this agreement with a claim that is not eligible for arbitration under this agreement.

h. Continuation. This Arbitration Provision shall survive the termination of your Service(s) with BRC and/or PTD.

Phone numbers you provide:
If you provided a cell phone number while setting up your account, you specifically authorize this number to be used for contact from BRC, PTD for all account purposes including notices, advertisements, telemarketing, and debt collection including messages using artificial or recorded voices. You may opt out of this authorization by notifying us pursuant to the privacy policy at www.brctv.com.

You agree, in order for us to service your account, telemarking, advertisements, notices and/or to collect monies you may owe, BRC/PTD and/or our agents may contact you by telephone at any telephone number associated with your account, including wireless telephone numbers, which could result in charges to you. We may also contact you by sending text messages or emails, using any email address you provide to us. Methods of contact may include using pre-recorded/artificial voice messages and/or use of automatic dialing device, as applicable.

SERVICE PROCEDURE

  • The following Service Procedure adopted by Blue Ridge Communications is in compliance with the FCC standards.
  • Standard installations will be performed within seven business days after an order has been placed. (“Standard means any installation located within 125 feet of existing distribution system.”)
  • Excluding any conditions beyond the control of the operator, work on “Service Interruptions” will begin within 24 hours after the interruption becomes evident.
  • Installations and other installation related activities will be scheduled within a four hour time period during normal business hours. If the installer is running late and will be unable to keep the appointment, it shall be rescheduled at the convenience of the
    customer.
  • Service is provided consistent with 47USC 76.309.

REFUND POLICY

When you terminate cable service with us, depending on what day of the month you terminate, you may receive a credit for those days of service which you prepaid and did not use the service.

If the amount of the refund is $1.99 or less, it is our policy not to refund this amount to you due to the cost of processing. Amounts of $2.00 or greater will be automatically sent to you at the last address indicated on your bill. If you want the check sent to a new address, you must notify your local office.

COMPLAINT PROCEDURE

Subscribers may call their local service office to register complaints about the quality of the television signals they receive.

Complaints to the local office will be recorded, with the time received, the nature of the complaint along with the name, address and phone number of the subscriber calling in.

In most cases, any complaints about technical quality or signals will be investigated within 48 hours of receipt, with a visit to your premises by a field technician. If a service call is not required, you will be informed as to the correction of the complaint immediately.

If the local service office is unable to resolve the problem, you may direct correspondence to:

Ephrata, Duncannon, Newberry Areas:
Jeff Wenger
P.O. Box 150, Ephrata, PA 17522
717-733-4111

All Other Areas:
Jeff Crandall
P.O. Box 215, Palmerton, PA 18071
610-826-2551

We are committed to resolving your complaints promptly. If you feel the complaint was not handled or resolved properly, you may wish to register a complaint with the local franchising authority. Calls may be directed to the Secretary of the Borough or Township in which you reside.

BILLING PROCEDURE

Statements are issued in the beginning of the billing period. We offer Annual, Semi-Annual, Quarterly and Monthly billing. Payment is due on the date stated on the statement, for the total amount.

  • If you do not pay your bill on or before the due date, you will be asked to pay an additional $3 per month for the service (late adjustment).
  • Your first bill will reflect charges from the date of installation.
  • Installation fees will be billed.
  • If you receive a delinquent notice, the balance is required to be paid in full.
  • A fee of $20 will be charged for returned checks.
  • All disconnected accounts are required to return Blue Ridge supplied converters and remotes to a Blue Ridge Communications office. Disconnected accounts will be charged if they do not return their Blue Ridge supplied converter(s) and remote(s). However, credit will be given upon reconnection or return of converter(s) and remote(s).

TELEPHONE MONITORING
From time-to-time we will be monitoring and recording customer phone calls in order to ensure quality customer service.

CONSUMER EDUCATION
Some older TV sets and VCRs do not have enough channel capacity to provide all of the channels we make available. A converter may be necessary to view these channels. The converter does not need to have descrambling capabilities. When using any cable converter you may not be able to benefit from some of the special functions of your TV set and VCR. For example: to view one channel while recording another; to watch and record two different TV shows at the same time; to use advanced picture generation and display features such as “picture in picture.” Converters are available from local retailers or directly from Blue Ridge Communications.

If Blue Ridge Communications has provided you with a remote control for use with a converter or other device, please be advised that compatible remote controls are available from retail outlets. Many remotes designated as “universal remotes” will operate the converter boxes. You may contact your local Blue Ridge Communications office for advice prior to purchasing a remote control.

Digital customers: Instructions for parental controls are located at  www.brctv.com/support/troubleshooting/parental-control and in your e-welcome letter.

We recommend that you set up a PIN to prevent accidental or unauthorized purchases. The account holder is responsible for all purchases from their account. Services are provided subject to the terms found at www.brctv.com and at all branch offices.

Some digital and interactive features such as an on screen program guide and video on demand require a digital converter compatible with the Blue Ridge network. Blue Ridge provides a compatible converter for a monthly fee.

BLUE RIDGE DIGITAL PHONE COMPANY

Digital Phone service is provided through Blue Ridge Digital Phone Company. Subscriber rights and obligations are found in the tariff on file with the Pennsylvania Public Utility Commission and at: www.brctv.com.

Please note that customer calling records are kept for a brief period and may not be
available.

Main Office:
P.O. Box 215, 613 Third
Street
Palmerton, PA 18071
Phone: (610) 826-2551
Duncannon Area
1 Water Street
Duncannon, PA 17020
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(800) 232-2273
(717) 834-5715
(717) 834-9285
Ephrata Area
804 Academy Heights
Avenue
PO Box 150
Ephrata, PA 17522
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(717) 733-4111
(717) 484-2266
Gilbert Area
1310 Route 209
Suite 109
Gilbert, PA 18331
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(800) 222-8350
(610) 681-6100
Hawley Area
2569 RT 6
Hawley, PA 18428
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(800) 426-0606
(570) 226-4914
Lansford Area
20 West Ridge Street
Lansford, PA 18232
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(800) 262-0850
(570) 645-5511
Lehighton Area
200 North First Street
Lehighton, PA 18235
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(610) 377-2250
(610) 826-2555
(570) 386-3252
Mansfield Area
46 North Academy
Street
Mansfield, PA 16933
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1 pm
(800) 543-8128
(570) 662-2369
Milford Area
112 Bennett Avenue
Milford, PA 18337
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1 pm
(570) 296-8200
Newberry /York Haven
Area
2800 Lewisberry Road
York Haven, PA 17370
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(800) 232-2273
(717) 938-6501
Pencor Wireless
(Palmerton)
524 Delaware Avenue
Palmerton, PA 18071
M-F: 8am - 6pm
Sat: 9am - 1pm
610-826-9311
800-581-7877
Pencor Wireless
(Walnutport)
241 Lehigh Gap Street
Walnutport, PA 18088
Hours M-F: 8am - 6pm
Hours Sat: 9am - 1pm
(888) 497-9301
(610) 767-6383
Pocono Summit Area
2551 Route 940
Pocono Summit, PA
18346
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(800) 464-9333
(570) 839-3550
Stroudsburg Area
920 Ehler Street
Stroudsburg, PA 18360
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(800) 622-8925
(570) 421-0780
Tunkhannock Area
Route 29 & Dymond
Terrace
PO Box 141
Tunkhannock, PA 18657
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1pm
(800) 275-0724
(570) 836-5422
Wellsboro Area
15 Crafton Street
Wellsboro, PA 16901
Hours M-F: 8am - 5pm
Hours Sat: 9am - 1 pm
(570) 724-4516