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Policies & Practices Related to Internet, TV and Phone Service

Contact MCTV

We have people on staff who can help you with just about any question or problem you may have. If we don’t know the answer, we will find it. We also welcome your comments and suggestions about how we can improve our service or help you with some particular problem.

Office Locations

Massillon - 814 Cable Court NW, Massillon
                        (just west of the Cherry Road viaduct)

Wooster - 444 W. Milltown Road, Wooster
                           (near Buehler’s Milltown)

Office Hours (except holidays)

Monday – Friday: 8 AM to 6 PM
Saturday: 9 AM to Noon
After-hours visits are available by appointment

Phone Center

330-833-4134 or 330-345-8114

Phone Center Hours

Monday - Friday: 8 AM to midnight
Saturday: 8 AM to midnight
Sunday: Noon to 9 PM

Mail

PO Box 1000
Massillon, OH 44648-1000

Email

AskMCTV@MCTVOhio.com

Online

www.mctvohio.com/contact

Customer Service Guarantee

These standards exceed those offered by similar service companies because we believe our customers deserve great home services with the best customer support.

  • New customers will be completely satisfied within 30 days of installation or we’ll refund your money — guaranteed. 30-day money back guarantee only applies to 30 days of monthly service fees and must not have any outstanding obligations to MCTV. Guarantee does not apply to construction fees, non-recurring charges, taxes and fees.
  • Every time you call, your call will be answered promptly with professional and courteous assistance.
  • Installation will be done at the scheduled time or your account will be credited $20 upon request.
  • Your service appointment will be done at the scheduled time or your account will be credited $20 upon request.
  • We will make every attempt to exceed your expectations.

Billing

Please call or visit our office during regular business hours for information about your account or services. Please refer to the account number on your statement whenever possible. Our service technicians cannot answer billing questions.

How We Bill

Monthly services (Internet, TV and/or Phone) are billed one month in advance and payment must be received on or before the bill’s due date. Your itemized bill will show monthly recurring service charges plus any one-time charges including, but not limited to, purchases from On Demand or Pay-Per-View; long distance or international calling charges; charges to Directory Assistance and Operator services; credits, fees and taxes.

Monthly statements are sent to subscribers with a positive balance due and are due on or before the first of each month. If your bill shows a beginning balance, your payment and the bill may have crossed in the mail. To see if your payment has been received, call the 24-hour automated account line at the numbers listed at the bottom of the page or visit http://YourStatement.MCTVOhio.com.

A 30-day grace period is extended to subscribers with a current balance only. MCTV customers can pay their bill, view past statements, monitor Internet bandwidth or track long distance phone usage online at http://YourStatement.MCTVOhio.com.

A late fee of $3 will be charged to delinquent balances not received by the date shown on your bill. Please allow time for mail and bank processing.

MCTV Phone Customers: You may view Phone service details including calls to international locations, Directory Assistance and Operator Services calls at http://YourStatement.MCTVOhio.com. You will not receive this call detail information with your MCTV statement. In addition, should you wish to receive a particular month of call detail records in the mail, you may contact MCTV at the phone numbers listed at the bottom of the page.

Billing Methods

  • Paper
  • Electronic via email. Sign up at http://YourStatement.MCTVOhio.com.
  • Annual or semi-annual billing is available. Customers choosing annual billing will receive a discount of 5% for annual billing and 2% for semi-annual billing.

Making A Payment

Automatic Payments

Your payment will be automatically withdrawn from your checking account, savings account or credit card each month. Please contact us to sign up for automatic payments.

Online

Pay with your checking or savings account at http://YourStatement.MCTVOhio.com.

By Phone

Pay with your checking account or credit/debit card (Visa, Master Card or Discover)
*A $2.50 processing fee is applied to credit card payments taken over the phone.

By Mail

Make checks payable to MCTV. Do not mail cash. Include the statement with your payment to ensure accurate posting.

MCTV
P.O. Box 1000
Massillon, OH 44648-1000

Payments are posted on the day received. MCTV is not responsible for delays due to slow mail delivery.

In Person

Make checks payable to MCTV. Include the statement with your payment to ensure accurate posting.

Pay in person at the following locations:

MCTV Offices

  • 814 Cable Court NW, Massillon (just west of the Cherry Road viaduct)
  • 444 W. Milltown Road, Wooster (near Buehler’s Milltown)
  • All Occasions, 2092 Wales Rd. NE, Massillon (in the Wales Square Shopping Center)
  • Apple Creek Bank, all locations
  • Baltzly’s Drugs, 2208 Lincoln Way NW, Massillon (in the Mayflower Shopping Center)
  • Discount Drug Mart, 4730 Hills & Dales NW, Canton
  • Discount Drug Mart, 629 Beall Ave., Wooster
  • Heritage Square Pharmacy, 977 Cherry St. E, Canal Fulton

Payment Locations

Allow five working days for payments made at these locations (except our offices) to be posted to your account. Other merchants may solicit payments for MCTV. Any payment made at a location which is not listed above is at the sole discretion of the customer. MCTV will not credit the customer’s account until payment is received from the merchant.

Billing Disputes

It is your responsibility to report billing errors immediately upon receipt of your bill. MCTV is not responsible for disputed service charges or errors not reported within 90 days of initial billing.

Contact us immediately if you think there is a mistake on your bill. You will need to provide us with the following information:

  • Your name and account number.
  • The dollar amount in dispute.
  • A description of the error and why you believe it is an error.

Returned Check Policy

All checks returned for non-sufficient funds will incur a service charge. We also request you make arrangements to replace a returned check with a cash, money order or credit card payment within ten days from the date of written notification. Otherwise, your services will be disconnected and a collection fee may be assessed.

Refunds and Pro-Rates

We will pro-rate your last month’s service if we are notified in advance. Customers who order and cancel a service within a 30-day period may not receive a pro-rated refund.

Refunds to active subscribers are credited to the account. Refunds to inactive subscribers are mailed or given in cash at the office. Refund checks are prepared every month.

Credit Policy and Deposits

It is the policy of MCTV to approve all requests for service, regardless of payment experience or past history. MCTV will attempt to identify risk factors for every potential subscriber and will approve levels of service and set deposit requirements when risk is identified. We will seek to build relationships with subscribers to reduce or eliminate credit restrictions. We recognize that anyone can fall on hard times and therefore make every attempt to approve all service requests, regardless of payment history. We may verify your credit standing with credit reporting agencies in accordance with applicable laws and require a deposit based on your credit standing.

After six months of consecutive on-time payments, you may request that any deposits be returned.

Service Interruptions and Credit for Loss of Service

The most common causes of service interruptions include power outages, electrical storms, high winds, severe weather or equipment failure. In some cases, unrelated factors, such as loss of signal at the origination point, cause cable system problems. Sometimes a reception problem is limited to a particular household, in which case you will need to contact us to restore service.

To receive credits or rebates for interruption of service, call Customer Service or send a written request. Upon a report by a subscriber of a video service interruption, we will credit the subscriber’s account pursuant to ORC Section 1332.26.

Changing or Upgrading Your Service

Depending on the services and equipment you have from MCTV, you can upgrade to a higher level of service with a phone call to customer service. Other upgrades may require an installation appointment.

Charges or credit for a partial month will apply when service is cancelled or changed. If you add or drop a service, the change will be reflected in your next bill. Only the account holder and designated others are allowed to make service changes.

While you may make changes to your account at any time, excessive adding or dropping of services may result in additional service charges. Additionally, customers ordering and cancelling a service within a 30-day period may not receive a pro-rated fee for that service.

Moving, Relocating and Cancelling Service(s)

Moving or Relocating service(s) to a New Address

Please notify us several days prior to your move so that we can arrange to transfer your service to your new home or office. When you do transfer your service, your first bill at your new location will include monthly service charges and any applicable deposits. Any previous credits and charges will also be transferred to your new account and are usually reflected on your second bill at the new address.

Cancelling Your Service(s)

You may call and disconnect your services at any time. However, you are responsible for payment of delivered services until your disconnection notice is given. Please give us 48 hours to process the request and stop billing.

When you have placed your disconnect order, you will be given a confirmation order to determine when billing will be stopped. Equipment remains the property of MCTV and must be returned promptly. If equipment is not returned, you will be charged for a replacement.

MCTV does not charge a disconnection or termination fee for any services.

Non-Payment Policy

If any portion of your account is more than 45 days past due, your service may be disconnected at any time without further notice. While service may be disconnected without further notice, we make a concerted effort to avoid it.

MCTV Phone Customers: All services must be current to avoid disconnection, and non-payment of any portion of your MCTV statement for Internet, TV, and Phone services may result in disconnection of your Phone service. Disconnection may result in the loss of your phone number permanently.

We alert subscribers when their account becomes past due.

  • High-Speed Internet customers’ web browsing will be interrupted with messages informing you that you need to make a payment.
  • Customers without MCTV High-Speed Internet service will receive an automated courtesy call to the phone number we have on record.

At this point, all past due amounts must be paid to avoid further action. Payment can be made at this time with no penalty.

If payment is not received after these alerts, we disable services remotely.

  • High-Speed Internet customers’ web browsing will be disabled.
  • TV customers’ 2-way set-top boxes will be disabled.

If payment is not received promptly, a technician will be sent to your home or office. Technicians attempt to collect the amount due before disconnecting the service outside. All service will be disconnected if the technician does not collect the full balance due (past due amounts plus the current month) and a $15.00 reconnection fee must be paid before service will be restored.

After service has been disconnected outside your home or office, the subscriber must call the office and arrange to have the service reconnected. Service will be reconnected only after the full balance due (past due amounts plus the current month) and a reconnection fee are both received. If applicable, you may also be required to pay a security deposit. Payment plans are available.

Notifications of Service and Rate Changes

You will receive notice of changes in services or prices at least 30 days in advance or as in compliance with applicable laws. You will also receive at least 30 days’ notice on any significant changes to services or policies. The notice may be provided on your monthly bill, as a bill insert, as a newspaper legal notice or information channel notice, or in a separate mailing.

Residential Service Charges

(subject to change)

Installation Fees

Standard install of one service (Internet, TV, Phone)

$50.00

Standard install of two services (Internet, TV, Phone)

$45.00

Standard install of three services (Internet, TV, Phone)

$35.00

*Standard installation in wired, serviceable areas only. Call for details.

Repair Charges

You will not be charged for repairs if the trouble is outside your home. A typical emergency service call to repair inside wiring may result in a $35.00 charge plus the cost of any materials required to complete the repairs.

IT Guys

IT Guys is a service of MCTV created to help our Internet customers with routine computer and networking issues. We offer both in-home repairs and in-office repairs (computer issues only).

In-Home IT Guys Visit (1st Hour)

$50.00

In-Home IT Guys Visit (Additional Hours)

$25.00/hour

In-Office Computer Repair

$25.00

Monthly Service Charges

Effective 02/01/16 (subject to change)

Please call the office at the phone numbers listed at the bottom of the page or visit at www.MCTVOhio.com for our most current rates. It does not reflect discounts when bundling multiple services together or applicable taxes or franchise fees. Please call for more information about bundling.

Monthly pricing below is for residential services. Business services are available. Contact our Business Sales department for more information.

Monthly Pricing

High-Speed Internet Tier 1

$25.00

High-Speed Internet Tier 2

$40.00

High-Speed Internet Tier 3

$59.95

High-Speed Internet Tier 4

$89.95

In-Home WiFi Service

$7.50

Lifeline TV

$30.95

Basic TV

$83.90

Basic Plus

$13.65

HD Essentials

$6.95

HBO

$22.45

Cinemax

$14.50

Showtime/TMC

$17.95

Starz/Encore

$15.00

FUSION HD DVR Gateway (6 tuner)

$18.95

FUSION HD DVR Player

$4.00

HD DVR (2 tuner)

$11.00

High Definition Digital Set-Top Box

$5.00

Standard Definition Digital Set-Top Box

$2.50

MiniMax Digital Set-Top Box

$2.00

CableCARD™

$2.00

Unlimited Local Phone

$18.95

Local + Long Distance Phone

$47.95

All services subject to credit check and deposits. Other restrictions may apply. Effective date and prices are subject to change. Equipment may be required to access certain channels or TV packages. Home Phone/Business Phone is not available in all areas. If you do not have Cable TV service with MCTV and wish to only have High-Speed Internet service or Home Phone, you will be charged an additional $10 a month Cable Access Fee. Applicable equipment, taxes, franchise fees and any other fees not included.

Acceptable Use

We set reasonable limits on the amount of data that can be transferred to and from a residential or commercial modem and the amount of domestic long-distance call time used by a residential or commercial user each month. These limits are established to ensure that a small number of users do not cause congestion for the entire network or increase costs for all users. The goal is to ensure that all users have reasonable access at all times.

Internet: MCTV does not currently enforce limitations on the amount of Internet data or utilize usage billing for Internet service.

Long Distance Calling: Subscribers to Local + Long Distance Home Phone receive 3,000 minutes/month of long distance calling. There is a $.025 per minute charge for minutes of phone usage over the limit.

Equipment

MCTV provides modems, set-top boxes and remote control units to subscribers who request them. All equipment remains the property of MCTV and should not be removed from your home without first notifying our office. MCTV is responsible for maintaining the equipment. We will replace them if defective. The most up-to-date pricing can be found online at www.MCTVOhio.com.

MCTV reserves the right to repossess equipment if service is disconnected for any reason.

You have certain responsibilities if any equipment is installed in your home. You must:

  • Keep it free from theft or damage due to tampering, abuse or negligence.
  • Keep it clean and free from dust and dirt.
  • Surrender it if your service is disconnected.
  • Contact MCTV in advance of any move so we can retrieve it.

Remember: You will be charged for all damages due to theft, tampering, abuse, or negligence. Failure to return equipment, including remote control units and power cords, will result in a charge to your account.

All use of your account (including any equipment), whether or not authorized by you, shall be deemed your use.

Service Installation

MCTV has a variety of installation appointment options including morning, afternoon, and Saturday availability. We will also schedule specific times and can call ahead upon request. We strive to complete all standard installations (up to 125 feet from existing plant) within 7 working days, unless you request otherwise. If our installer is running late, we will call you. You may reschedule at that time if it is more convenient for you.

Someone who is over 18 years of age with a photo ID must be present during installation. If an apartment manager provides access at your request, the manager must remain on the premises during the installation. If someone other than the account holder is present for the installation, that person must also be authorized to accept responsibility for the account on behalf of the account holder.

If you are not at home when our installer arrives, we will leave a card. We will try to return to your home later in the day (when possible). However, if we are unable to return, please follow the instructions on the card and call the office to reschedule your installation. Payment for installation work, security deposits (if applicable), and monthly service charges must be paid in advance or at the time of installation. Positive identification may also be required.

If you are not the owner of the premises, you must obtain the consent of the owner for the requested services. You shall indemnify and hold MCTV harmless from and against any claims of the owner of the premises arising from the installation.

Identifying Employees and Agents of MCTV

All MCTV employees will carry proper identification badges and/or wear uniforms.

Emergency Service

Emergency service technicians are available from 8AM to midnight every day of the year. They correct problems with your existing services or equipment provided by MCTV. Emergency technicians should not be asked to add or delete service, rearrange wiring, or add new equipment. Requests of this nature should be made through the business office.

MCTV is responsible for the maintenance and repair of all wire and equipment located outside your home. This includes trunk and distribution cable, taps, home service drops, and ground blocks. MCTV is also responsible for the maintenance and repair of equipment we provide to you.

You are responsible for all other wiring and equipment inside your home. This includes (but is not limited to) wire, connectors, splitters, TVs, VCRs, DVD players, video game consoles, and any other active or passive home electronic equipment connected to the Cable system.

If you believe the problem is outside your home, please contact us. Our technicians will check the signal level at the point where the service enters your home. If the signal level is adequate, they will check the operation of our equipment inside your home including set-top boxes and cable modems.

During office hours, your call will be answered by office personnel. After hours, your call will be recorded. Technicians check the recording regularly and will return your call. Please leave the following information:

  • NAME - ADDRESS - PHONE NUMBER

We can’t return your call unless you leave your phone number.

MCTV attempts to complete all service maintenance calls on the day they are received unless otherwise requested. If you are not home when our technician returns your call, we will try again later. In some cases, this may be the next morning. If you are not home when we arrive at your home, we will leave a card asking you to call the office and schedule another service call.

Maintenance

MCTV uses advanced electronic equipment to provide you with reliable service and quality picture and sound. MCTV technicians periodically perform maintenance work on cable systems, causing minor maintenance outages to a number of customers. However, most customers will not even notice a disruption in their service. If your cable is not working, please call us to see if you are located in a maintenance outage area.

In-Home Wiring

MCTV service personnel are qualified to install any type of service desired. We use high quality wire, connectors and equipment. However, you are allowed to install in-home wiring. You are also responsible for installing and maintaining wiring properly. MCTV will provide a signal to your home that meets FCC requirements for strength and quality. This level is adequate to operate multiple devices throughout an average home. Once the signal enters the home, it is your responsibility to ensure quality. In-home amplification may be necessary depending upon the number and type of devices attached, type of wire and connectors, and quality of components used. In-home amplification equipment is your responsibility.

Home Wiring Regulations

The following will inform you of the options regarding the wiring located within your home used to provide cable service. Home wiring is the cable that runs from your TV set, computer or cable modem to a point approximately 12 inches outside your residence. It includes extra outlets, splitters, connections, fittings and wall plates attached to the wire but does not include terminal devices such as set-top boxes, modems, descramblers, security devices and other equipment.

Pursuant to FCC regulations, customers have the option to acquire the home wiring within their residence upon termination of cable service. However, prior to cable service termination, customers can remove, replace, rearrange, repair or maintain any cable wiring located within the interior space of the customer’s residence so long as those actions do not interfere with our ability to meet all FCC technical standards or to provide services to you or your neighbors. For example, you cannot attach any device or equipment to your inside wiring that may cause signal leakage or is in violation of government regulations. Furthermore, you cannot attach devices or equipment to the wiring which results in degradation of your signal quality or that of your neighbors.

If you have us remove, rearrange or maintain the wiring inside your home, you will be charged on a per-visit basis. In addition, we are not responsible for problems relating to the operation of customer-owned consumer electronic equipment such as TVs, VCRs, home antennas, etc., which may be connected to the inside wiring of your home. However, we are responsible for any problems that you may have with equipment you have leased from us, other than problems caused by tampering, neglect or abuse.

You also have the option to remove, repair, rearrange or maintain the inside wiring yourself or to hire a qualified third-party contractor to do the work for you. It is extremely important that these materials be properly installed in order to avoid signal leakage and to maintain signal quality that is in compliance with FCC technical regulations. If you decide to install, replace or repair your own wiring or hire a third-party contractor, we will be more than happy to furnish at cost the necessary wiring and connectors that will meet required technical standards. We will also provide you with a list of the technical specifications for the equipment should you decide to purchase it elsewhere. Please note, however, that in the event of improper installation by anyone other than a MCTV employee or if the use of improper materials causes a signal degradation and/or signal leak, you may be held responsible for the cost of rectifying the problem. We may also be required under federal law to terminate your cable service until the problem is resolved.

Underground Cables

Call Ohio Utilities Protection Service (O.U.P.S.) 1-800-362-2764 or 811 before you begin digging anywhere on your property. Underground utilities on your property will be properly marked so that you can dig without interrupting your cable services.

VSA

On June 25, 2007, Governor Strickland signed Senate Bill 117, which created a new, state-issued video-authorization process to replace the local cable television franchise process. The law gave the Ohio Department of Commerce jurisdiction over cable television providers who are granted state-issued video service authorization (VSA), but not over satellite television providers. Most of our communities fall under the state VSA. To contact the Ohio Department of Commerce, you can call 800-686-7826 or visit http://www.com.ohio.gov/.

The following communities do not fall under the VSA at this time.

Brewster

Village Hall, Brewster 44613
330-767-4214
FCC ID No. OH0412

Franklin Twp.

Township House, Moreland Rd., Wooster 44691
330-263-6104
FCC ID No. OH1890

Jackson Twp.

5735 Wales NW, Massillon 44646
330-832-7416
FCC ID No. OH0263

Mount Eaton

15958 East Main St., Mount Eaton 44659
330-359-5452

Navarre

27 W. Canal, Navarre 44662
330-879-5508
FCC ID No. OH367

Tuscarawas Twp.

956 Manchester SW, North Lawrence 44666
330-832-4337
FCC ID No. OH0264

Wayne Twp.

5277 Cleveland Road, Wooster 44691
330-852-7004
FCC ID No. OH0587

Wooster Twp.

1911 Millersburg Rd, Wooster 44691
330-264-9786
FCC ID No. OH0588

Contact MCTV

We have people on staff who can help you with just about any question or problem you may have. If we don’t know the answer, we will find it. We also welcome your comments and suggestions about how we can improve our service or help you with some particular problem.

OFFICE LOCATIONS

Massillon - 814 Cable Court NW, Massillon
                        (just west of the Cherry Road viaduct)

Wooster - 444 W. Milltown Road, Wooster
                           (near Buehler’s Milltown)

OFFICE HOURS (except holidays)

Monday – Friday: 8 AM to 6 PM
Saturday: 9 AM to Noon
After-hours visits are available by appointment

PHONE CENTER

330-833-4134 or 330-345-8114

PHONE CENTER HOURS

Monday - Friday: 8 AM to midnight
Saturday: 8 AM to midnight
Sunday: Noon to 9 PM

Mail

PO Box 1000
Massillon, OH 44648-1000

Email

AskMCTV@MCTVOhio.com

Online

www.mctvohio.com/contact

Customer Service Guarantee

These standards exceed those offered by similar service companies because we believe our customers deserve great home services with the best customer support.

·         New customers will be completely satisfied within 30 days of installation or we’ll refund your money — guaranteed. 30-day money back guarantee only applies to 30 days of monthly service fees and must not have any outstanding obligations to MCTV. Guarantee does not apply to construction fees, non-recurring charges, taxes and fees.

·         Every time you call, your call will be answered promptly with professional and courteous assistance.

·         Installation will be done at the scheduled time or your account will be credited $20 upon request.

·         Your service appointment will be done at the scheduled time or your account will be credited $20 upon request.

·         We will make every attempt to exceed your expectations.

Billing

Please call or visit our office during regular business hours for information about your account or services. Please refer to the account number on your statement whenever possible. Our service technicians cannot answer billing questions.

How We Bill

Monthly services (Internet, TV and/or Phone) are billed one month in advance and payment must be received on or before the bill’s due date. Your itemized bill will show monthly recurring service charges plus any one-time charges including, but not limited to, purchases from On Demand or Pay-Per-View; long distance or international calling charges; charges to Directory Assistance and Operator services; credits, fees and taxes.

Monthly statements are sent to subscribers with a positive balance due and are due on or before the first of each month. If your bill shows a beginning balance, your payment and the bill may have crossed in the mail. To see if your payment has been received, call the 24-hour automated account line at the numbers listed at the bottom of the page or visit http://YourStatement.MCTVOhio.com.

A 30-day grace period is extended to subscribers with a current balance only. MCTV customers can pay their bill, view past statements, monitor Internet bandwidth or track long distance phone usage online at http://YourStatement.MCTVOhio.com.

A late fee of $3 will be charged to delinquent balances not received by the date shown on your bill. Please allow time for mail and bank processing.

MCTV Phone Customers: You may view Phone service details including calls to international locations, Directory Assistance and Operator Services calls at http://YourStatement.MCTVOhio.com. You will not receive this call detail information with your MCTV statement. In addition, should you wish to receive a particular month of call detail records in the mail, you may contact MCTV at the phone numbers listed at the bottom of the page.

Billing Methods

·         Paper

·         Electronic via email. Sign up at http://YourStatement.MCTVOhio.com.

·         Annual or semi-annual billing is available. Customers choosing annual billing will receive a discount of 5% for annual billing and 2% for semi-annual billing.

Making A PAYMENT

Automatic Payments

Your payment will be automatically withdrawn from your checking account, savings account or credit card each month. Please contact us to sign up for automatic payments.

Online

Pay with your checking or savings account at http://YourStatement.MCTVOhio.com.

By Phone

Pay with your checking account or credit/debit card (Visa, Master Card or Discover)
*A $2.50 processing fee is applied to credit card payments taken over the phone.

By Mail

Make checks payable to MCTV. Do not mail cash. Include the statement with your payment to ensure accurate posting.

MCTV
P.O. Box 1000
Massillon, OH 44648-1000

Payments are posted on the day received. MCTV is not responsible for delays due to slow mail delivery.

In Person

Make checks payable to MCTV. Include the statement with your payment to ensure accurate posting.

Pay in person at the following locations:

MCTV Offices

·         814 Cable Court NW, Massillon (just west of the Cherry Road viaduct)

·         444 W. Milltown Road, Wooster (near Buehler’s Milltown)

Payment Locations

·         All Occasions, 2092 Wales Rd. NE, Massillon (in the Wales Square Shopping Center)

·         Apple Creek Bank, all locations

·         Baltzly’s Drugs, 2208 Lincoln Way NW, Massillon (in the Mayflower Shopping Center)

·         Discount Drug Mart, 4730 Hills & Dales NW, Canton

·         Discount Drug Mart, 629 Beall Ave., Wooster

·         Heritage Square Pharmacy, 977 Cherry St. E, Canal Fulton

Allow five working days for payments made at these locations (except our offices) to be posted to your account. Other merchants may solicit payments for MCTV. Any payment made at a location which is not listed above is at the sole discretion of the customer. MCTV will not credit the customer’s account until payment is received from the merchant.

Billing Disputes

It is your responsibility to report billing errors immediately upon receipt of your bill. MCTV is not responsible for disputed service charges or errors not reported within 90 days of initial billing.

Contact us immediately if you think there is a mistake on your bill. You will need to provide us with the following information:

·         Your name and account number.

·         The dollar amount in dispute.

·         A description of the error and why you believe it is an error.

Returned Check Policy

All checks returned for non-sufficient funds will incur a service charge. We also request you make arrangements to replace a returned check with a cash, money order or credit card payment within ten days from the date of written notification. Otherwise, your services will be disconnected and a collection fee may be assessed.

REFUNDS and Pro-Rates

We will pro-rate your last month’s service if we are notified in advance. Customers who order and cancel a service within a 30-day period may not receive a pro-rated refund.

Refunds to active subscribers are credited to the account. Refunds to inactive subscribers are mailed or given in cash at the office. Refund checks are prepared every month.

CREDIT POLICY AND DEPOSITS

It is the policy of MCTV to approve all requests for service, regardless of payment experience or past history. MCTV will attempt to identify risk factors for every potential subscriber and will approve levels of service and set deposit requirements when risk is identified. We will seek to build relationships with subscribers to reduce or eliminate credit restrictions. We recognize that anyone can fall on hard times and therefore make every attempt to approve all service requests, regardless of payment history. We may verify your credit standing with credit reporting agencies in accordance with applicable laws and require a deposit based on your credit standing.

After six months of consecutive on-time payments, you may request that any deposits be returned.

Service Interruptions and CREDIT FOR LOSS OF SERVICE

The most common causes of service interruptions include power outages, electrical storms, high winds, severe weather or equipment failure. In some cases, unrelated factors, such as loss of signal at the origination point, cause cable system problems. Sometimes a reception problem is limited to a particular household, in which case you will need to contact us to restore service.

To receive credits or rebates for interruption of service, call Customer Service or send a written request. Upon a report by a subscriber of a video service interruption, we will credit the subscriber’s account pursuant to ORC Section 1332.26.

Changing or Upgrading Your Service

Depending on the services and equipment you have from MCTV, you can upgrade to a higher level of service with a phone call to customer service. Other upgrades may require an installation appointment.

Charges or credit for a partial month will apply when service is cancelled or changed. If you add or drop a service, the change will be reflected in your next bill. Only the account holder and designated others are allowed to make service changes.

While you may make changes to your account at any time, excessive adding or dropping of services may result in additional service charges. Additionally, customers ordering and cancelling a service within a 30-day period may not receive a pro-rated fee for that service.

Moving, Relocating and Cancelling Service(s)

Moving or Relocating service(s) to a New Address

Please notify us several days prior to your move so that we can arrange to transfer your service to your new home or office. When you do transfer your service, your first bill at your new location will include monthly service charges and any applicable deposits. Any previous credits and charges will also be transferred to your new account and are usually reflected on your second bill at the new address.

Cancelling Your Service(s)

You may call and disconnect your services at any time. However, you are responsible for payment of delivered services until your disconnection notice is given. Please give us 48 hours to process the request and stop billing.

When you have placed your disconnect order, you will be given a confirmation order to determine when billing will be stopped. Equipment remains the property of MCTV and must be returned promptly. If equipment is not returned, you will be charged for a replacement.

MCTV does not charge a disconnection or termination fee for any services.

NON-PAYMENT POLICY

If any portion of your account is more than 45 days past due, your service may be disconnected at any time without further notice. While service may be disconnected without further notice, we make a concerted effort to avoid it.

MCTV Phone Customers: All services must be current to avoid disconnection, and non-payment of any portion of your MCTV statement for Internet, TV, and Phone services may result in disconnection of your Phone service. Disconnection may result in the loss of your phone number permanently.

We alert subscribers when their account becomes past due.

·         High-Speed Internet customers’ web browsing will be interrupted with messages informing you that you need to make a payment.

·         Customers without MCTV High-Speed Internet service will receive an automated courtesy call to the phone number we have on record.

At this point, all past due amounts must be paid to avoid further action. Payment can be made at this time with no penalty.

If payment is not received after these alerts, we disable services remotely.

·         High-Speed Internet customers’ web browsing will be disabled.

·         TV customers’ 2-way set-top boxes will be disabled.

If payment is not received promptly, a technician will be sent to your home or office. Technicians attempt to collect the amount due before disconnecting the service outside. All service will be disconnected if the technician does not collect the full balance due (past due amounts plus the current month) and a $15.00 reconnection fee must be paid before service will be restored.

After service has been disconnected outside your home or office, the subscriber must call the office and arrange to have the service reconnected. Service will be reconnected only after the full balance due (past due amounts plus the current month) and a reconnection fee are both received. If applicable, you may also be required to pay a security deposit. Payment plans are available.

Notifications of Service and Rate Changes

You will receive notice of changes in services or prices at least 30 days in advance or as in compliance with applicable laws. You will also receive at least 30 days’ notice on any significant changes to services or policies. The notice may be provided on your monthly bill, as a bill insert, as a newspaper legal notice or information channel notice, or in a separate mailing.

Residential Service Charges

(subject to change)

Installation Fees

Standard install of one service (Internet, TV, Phone)

$50.00

Standard install of two services (Internet, TV, Phone)

$45.00

Standard install of three services (Internet, TV, Phone)

$35.00

*Standard installation in wired, serviceable areas only. Call for details.

Repair Charges

You will not be charged for repairs if the trouble is outside your home. A typical emergency service call to repair inside wiring may result in a $35.00 charge plus the cost of any materials required to complete the repairs.

IT Guys

IT Guys is a service of MCTV created to help our Internet customers with routine computer and networking issues. We offer both in-home repairs and in-office repairs (computer issues only).

In-Home IT Guys Visit (1st Hour)

$50.00

In-Home IT Guys Visit (Additional Hours)

$25.00/hour

In-Office Computer Repair

$25.00

MONTHLY SERVICE CHARGES

Effective 02/01/16 (subject to change)

Please call the office at the phone numbers listed at the bottom of the page or visit at www.MCTVOhio.com for our most current rates. It does not reflect discounts when bundling multiple services together or applicable taxes or franchise fees. Please call for more information about bundling.

Monthly pricing below is for residential services. Business services are available. Contact our Business Sales department for more information.

Monthly Pricing

High-Speed Internet Tier 1

$25.00

High-Speed Internet Tier 2

$40.00

High-Speed Internet Tier 3

$59.95

High-Speed Internet Tier 4

$89.95

In-Home WiFi Service

$7.50

Lifeline TV

$30.95

Basic TV

$83.90

Basic Plus

$13.65

HD Essentials

$6.95

HBO

$22.45

Cinemax

$14.50

Showtime/TMC

$17.95

Starz/Encore

$15.00

FUSION HD DVR Gateway (6 tuner)

$18.95

FUSION HD DVR Player

$4.00

HD DVR (2 tuner)

$11.00

High Definition Digital Set-Top Box

$5.00

Standard Definition Digital Set-Top Box

$2.50

MiniMax Digital Set-Top Box

$2.00

CableCARD™

$2.00

Unlimited Local Phone

$18.95

Local + Long Distance Phone

$47.95

All services subject to credit check and deposits. Other restrictions may apply. Effective date and prices are subject to change. Equipment may be required to access certain channels or TV packages. Home Phone/Business Phone is not available in all areas. If you do not have Cable TV service with MCTV and wish to only have High-Speed Internet service or Home Phone, you will be charged an additional $10 a month Cable Access Fee. Applicable equipment, taxes, franchise fees and any other fees not included.

ACCEPTABLE USE

We set reasonable limits on the amount of data that can be transferred to and from a residential or commercial modem and the amount of domestic long-distance call time used by a residential or commercial user each month. These limits are established to ensure that a small number of users do not cause congestion for the entire network or increase costs for all users. The goal is to ensure that all users have reasonable access at all times.

Internet: MCTV does not currently enforce limitations on the amount of Internet data or utilize usage billing for Internet service.

Long Distance Calling: Subscribers to Local + Long Distance Home Phone receive 3,000 minutes/month of long distance calling. There is a $.025 per minute charge for minutes of phone usage over the limit.

EQUIPMENT

MCTV provides modems, set-top boxes and remote control units to subscribers who request them. All equipment remains the property of MCTV and should not be removed from your home without first notifying our office. MCTV is responsible for maintaining the equipment. We will replace them if defective. The most up-to-date pricing can be found online at www.MCTVOhio.com.

MCTV reserves the right to repossess equipment if service is disconnected for any reason.

You have certain responsibilities if any equipment is installed in your home. You must:

·         Keep it free from theft or damage due to tampering, abuse or negligence.

·         Keep it clean and free from dust and dirt.

·         Surrender it if your service is disconnected.

·         Contact MCTV in advance of any move so we can retrieve it.

Remember: You will be charged for all damages due to theft, tampering, abuse, or negligence. Failure to return equipment, including remote control units and power cords, will result in a charge to your account.

All use of your account (including any equipment), whether or not authorized by you, shall be deemed your use.

Service INSTALLATION

MCTV has a variety of installation appointment options including morning, afternoon, and Saturday availability. We will also schedule specific times and can call ahead upon request. We strive to complete all standard installations (up to 125 feet from existing plant) within 7 working days, unless you request otherwise. If our installer is running late, we will call you. You may reschedule at that time if it is more convenient for you.

Someone who is over 18 years of age with a photo ID must be present during installation. If an apartment manager provides access at your request, the manager must remain on the premises during the installation. If someone other than the account holder is present for the installation, that person must also be authorized to accept responsibility for the account on behalf of the account holder.

If you are not at home when our installer arrives, we will leave a card. We will try to return to your home later in the day (when possible). However, if we are unable to return, please follow the instructions on the card and call the office to reschedule your installation. Payment for installation work, security deposits (if applicable), and monthly service charges must be paid in advance or at the time of installation. Positive identification may also be required.

If you are not the owner of the premises, you must obtain the consent of the owner for the requested services. You shall indemnify and hold MCTV harmless from and against any claims of the owner of the premises arising from the installation.

Identifying Employees and Agents of MCTV

All MCTV employees will carry proper identification badges and/or wear uniforms.

EMERGENCY SERVICE

Emergency service technicians are available from 8AM to midnight every day of the year. They correct problems with your existing services or equipment provided by MCTV. Emergency technicians should not be asked to add or delete service, rearrange wiring, or add new equipment. Requests of this nature should be made through the business office.

MCTV is responsible for the maintenance and repair of all wire and equipment located outside your home. This includes trunk and distribution cable, taps, home service drops, and ground blocks. MCTV is also responsible for the maintenance and repair of equipment we provide to you.

You are responsible for all other wiring and equipment inside your home. This includes (but is not limited to) wire, connectors, splitters, TVs, VCRs, DVD players, video game consoles, and any other active or passive home electronic equipment connected to the Cable system.

If you believe the problem is outside your home, please contact us. Our technicians will check the signal level at the point where the service enters your home. If the signal level is adequate, they will check the operation of our equipment inside your home including set-top boxes and cable modems.

During office hours, your call will be answered by office personnel. After hours, your call will be recorded. Technicians check the recording regularly and will return your call. Please leave the following information:

·         NAME - ADDRESS - PHONE NUMBER

We can’t return your call unless you leave your phone number.

MCTV attempts to complete all service maintenance calls on the day they are received unless otherwise requested. If you are not home when our technician returns your call, we will try again later. In some cases, this may be the next morning. If you are not home when we arrive at your home, we will leave a card asking you to call the office and schedule another service call.

Maintenance

MCTV uses advanced electronic equipment to provide you with reliable service and quality picture and sound. MCTV technicians periodically perform maintenance work on cable systems, causing minor maintenance outages to a number of customers. However, most customers will not even notice a disruption in their service. If your cable is not working, please call us to see if you are located in a maintenance outage area.

IN-HOME WIRING

MCTV service personnel are qualified to install any type of service desired. We use high quality wire, connectors and equipment. However, you are allowed to install in-home wiring. You are also responsible for installing and maintaining wiring properly. MCTV will provide a signal to your home that meets FCC requirements for strength and quality. This level is adequate to operate multiple devices throughout an average home. Once the signal enters the home, it is your responsibility to ensure quality. In-home amplification may be necessary depending upon the number and type of devices attached, type of wire and connectors, and quality of components used. In-home amplification equipment is your responsibility.

Home Wiring Regulations

The following will inform you of the options regarding the wiring located within your home used to provide cable service. Home wiring is the cable that runs from your TV set, computer or cable modem to a point approximately 12 inches outside your residence. It includes extra outlets, splitters, connections, fittings and wall plates attached to the wire but does not include terminal devices such as set-top boxes, modems, descramblers, security devices and other equipment.

Pursuant to FCC regulations, customers have the option to acquire the home wiring within their residence upon termination of cable service. However, prior to cable service termination, customers can remove, replace, rearrange, repair or maintain any cable wiring located within the interior space of the customer’s residence so long as those actions do not interfere with our ability to meet all FCC technical standards or to provide services to you or your neighbors. For example, you cannot attach any device or equipment to your inside wiring that may cause signal leakage or is in violation of government regulations. Furthermore, you cannot attach devices or equipment to the wiring which results in degradation of your signal quality or that of your neighbors.

If you have us remove, rearrange or maintain the wiring inside your home, you will be charged on a per-visit basis. In addition, we are not responsible for problems relating to the operation of customer-owned consumer electronic equipment such as TVs, VCRs, home antennas, etc., which may be connected to the inside wiring of your home. However, we are responsible for any problems that you may have with equipment you have leased from us, other than problems caused by tampering, neglect or abuse.

You also have the option to remove, repair, rearrange or maintain the inside wiring yourself or to hire a qualified third-party contractor to do the work for you. It is extremely important that these materials be properly installed in order to avoid signal leakage and to maintain signal quality that is in compliance with FCC technical regulations. If you decide to install, replace or repair your own wiring or hire a third-party contractor, we will be more than happy to furnish at cost the necessary wiring and connectors that will meet required technical standards. We will also provide you with a list of the technical specifications for the equipment should you decide to purchase it elsewhere. Please note, however, that in the event of improper installation by anyone other than a MCTV employee or if the use of improper materials causes a signal degradation and/or signal leak, you may be held responsible for the cost of rectifying the problem. We may also be required under federal law to terminate your cable service until the problem is resolved.

Underground Cables

Call Ohio Utilities Protection Service (O.U.P.S.) 1-800-362-2764 or 811 before you begin digging anywhere on your property. Underground utilities on your property will be properly marked so that you can dig without interrupting your cable services.

VSA

On June 25, 2007, Governor Strickland signed Senate Bill 117, which created a new, state-issued video-authorization process to replace the local cable television franchise process. The law gave the Ohio Department of Commerce jurisdiction over cable television providers who are granted state-issued video service authorization (VSA), but not over satellite television providers. Most of our communities fall under the state VSA. To contact the Ohio Department of Commerce, you can call 800-686-7826 or visit http://www.com.ohio.gov/.

The following communities do not fall under the VSA at this time.

Brewster

Village Hall, Brewster 44613
330-767-4214
FCC ID No. OH0412

Franklin Twp.

Township House, Moreland Rd., Wooster 44691
330-263-6104
FCC ID No. OH1890

Jackson Twp.

5735 Wales NW, Massillon 44646
330-832-7416
FCC ID No. OH0263

Mount Eaton

15958 East Main St., Mount Eaton 44659
330-359-5452

Navarre

27 W. Canal, Navarre 44662
330-879-5508
FCC ID No. OH367

Tuscarawas Twp.

956 Manchester SW, North Lawrence 44666
330-832-4337
FCC ID No. OH0264

Wayne Twp.

5277 Cleveland Road, Wooster 44691
330-852-7004
FCC ID No. OH0587

Wooster Twp.

1911 Millersburg Rd, Wooster 44691
330-264-9786
FCC ID No. OH0588