Service Interruptions and Maintenance
If you experience a problem with picture or signal quality, you should review your television, DVD player, and/or VCR owner’s manual for proper adjustment. If the problem does not clear up, you should call us at the local customer service number, 1-800-SHENTEL and describe the problem to a customer service representative.
In order to correct the problem, we may need access to your premises. If required, a service call will be scheduled at a time convenient to you. We will make all reasonable efforts to resolve any complaints you have concerning the quality of our signals promptly and efficiently. Excluding conditions or occurrences beyond our control, we will respond to a service interruption no later than twenty-four hours after receipt of notification of said interruption.
We respond to other service problems no later than the next business day after notification. If our service technician is unable to correct the problem to your satisfaction we will, at your request, schedule a second service appointment. If we remain unable to correct the problem, you will be notified of this fact and the reason why. If you are dissatisfied with our resolution of your service problem, you may contact the local franchising authority to discuss the problem with your service. Please refer to your monthly cable bill or call us at the local customer service number 1-800-SHENTEL for the name and address of your local franchising authority.
Sun Outages
Each spring and fall, for a period of about three weeks, satellite-delivered channels can experience solar interference or sun spots. You may experience interruption of certain channels for up to 20 minutes. Reception will get snowy, gradually get worse and then get better. Different channels can be affected on different satellites.
Co-Channel Interference
Co-channel interference happens when a TV broadcast signal skips hundreds of miles from its point of origin, then interferes with another channel on the same frequency. This affects off-air channels received from an antenna.
This interference occurs during hot weather and is most severe when the temperature is above 90 degrees F. or when there is thunderstorm activity in the area. These weather conditions may cause the atmosphere to become heavily ionized, which causes this interference.
During this time, you may see glimpses of a channel from another area while watching a local channel. The only cure is to wait for weather conditions to improve.
Additional Cable Outlets and Signal Leakage
Federal law allows a customer to connect additional cable TV outlets to their cable wiring if desired. However, an amplifier may be needed if more than three outlets are connected. Please be aware that cable TV supplies sold by some retailers may not meet FCC (Federal Communications Commission) specifications, therefore allowing signal leakage to occur.
This signal leakage can interfere with aeronautical communication. Shentel audits the cable system and when a leakage is found that exceeds the legal limits, service may have to be shut off until the source of the leakage is found and corrected. The best way to avoid this problem is to have your additional outlets installed by the Shentel service department using equipment that meets industry standards.
Service Charges and Installation
Standard installations are generally completed within seven (7) business days from the date of request. If you initiate a change in the services you receive, you may be subject to the applicable installation or change of service charge. A list of our services and charges is provided to our customers annually in a mailing or bill insert. You may obtain additional information about our current services, fees and prices by calling us during normal business hours or by going to www.shentel.com at any time.
Service connection appointments are scheduled during normal business hours: Monday–Friday, 8 a.m.–4:30 p.m. Although specific appointment times are not available, we will do our best to accommodate the customer's needs.
Equipment
In the event your service is terminated, the converter, remote control and any other equipment provided by Shentel should be returned to our local business office. You will continue to be billed for the equipment until it is returned. If you have lost or are otherwise unable to return the equipment you will be billed for the replacement cost of the equipment.
Billing Information
Services are billed in advance monthly. Services, which are added or deleted after a billing cycle has begun, will be pro-rated. Payment is due within 10 days of the billing date. Any unpaid balances will be subject to a late fee after 20 days of the billing date. Payments can be made at one of our Shentel offices, by mail, or via My Account, our online bill pay system at www.shentel.com.
If you have any questions concerning your bill, please call 1-800-SHENTEL and speak to a Customer Service Representative.
Cable Theft
It is unlawful for any person to knowingly, with the intent to defraud, obtain, or attempt to obtain, for himself or for another, telephone or cable television service by the use of any false information, device, or scheme. Tampering with or altering a cable system or converter to receive unauthorized services is a Federal crime punishable by fines and/or imprisonment. We have the technology necessary to detect unauthorized hookups, and we conduct periodic system checks.
If the value of service, credit, or benefit procured is $200 or more, the party shall be guilty of a Class 6 felony. Should the value be less than $200 a Class 1 misdemeanor charge will apply. In addition, the court may order restitution for the value of the services unlawfully used and for all costs incurred by the company.
To report a cable theft incident call 1-800 SHENTEL.