Broadstripe Annual Customer Notice

Information About Your Cable Service

Thank you for choosing Broadstripe as your broadband services provider. Broadstripe works to develop services that are simple to use and fun to explore! This information is provided to enable you to be more knowledgeable about your service and to answer any questions you may have. The following are a few suggestions to help meet this goal.

Installation

Someone over 18 years of age must be home during the installation of any of our services. Anyone under 18 must provide your written consent on your behalf to the service person. In addition, that person will also need to be able to answer any questions regarding preferences for installation of the cable.

We have installed cable in your home in a manner that is consistent with Federal Communication Commission (FCC) rules. Here are a few tips to keep it operating safely and reliably:

1. During a severe electrical storm you should unplug your TV set and cable converter to avoid damage. Broadstripe and your television set manufacturer are not responsible for damage that occurs due to acts of nature.
2. Your cable converter operates at 110 volts, so please take all the precautions which you would for any small appliance - such as, checking to make sure the cord is not worn or damaged.
3. For your own safety, please do not attempt to open or tamper with your cable converter.
4. If you have someone other than us install the inside wiring in your home, or if you do it yourself, ensure that it complies with applicable government regulations (like FCC signal leakage rules) and does not interfere with the normal operations of the cable system and other communications systems (like police or fire radio signals).

Billing

We provide service to you on a month-to-month basis. The charges for one month's service, any deposits, and any installation and/or equipment lease fees, are generally payable when service is installed. After that, we will bill you each month in advance for service (except pay-per-view movies and events). Your cable bill not only gives you a listing of your charges, payments and credits, but it may also contain special messages. Please take time to review your bill to make sure your name, address and telephone number are correct. You will generally be billed at the same time each month unless you are disconnected and later reconnect service. The bill you receive will show the total amount due and the payment due date. You agree to pay us monthly, in full, by the payment due date. If we do not receive your payment by the due date stated on the bill, you may be charged additional administrative late charges. You agree to pay all taxes, franchise fees, and other charges, if any, which are now or may in the future be assessed because you receive our service. If there are any billing errors or other requests for credit, you must bring those to our attention within six (6) months of the time you receive the bill for which you are seeking correction. If your service is disconnected because you did not pay your bill by the due date, we may require you to pay all past-due charges, a collection fee, an installation fee, and a minimum of one month's advance charges before we reconnect your service.

Subject to applicable law, if you fail to pay your bill when it is due or fail to comply with any term contained in this document, we have the right to terminate your cable service or any other service included within your bill.

You may not transfer or assign the service without our prior written consent. You have the right to cancel your service for any reason at any time by giving us notice, unless you have contractually agreed to other terms. We will refund any balance due to you in approximately 30 days of your notice to discontinue service or the return of any Broadstripe equipment you may have.

Moving

BEFORE YOU MOVE, please call Broadstripe immediately. This is the best way for us to disconnect your service, recover our converter and arrange for cable television service in your new home. Call us in advance, and we will schedule a new installation provided that your new home is in our service area.

Converters, remote-control devices and any other equipment provided by us should be returned to us immediately, should you decide to disconnect your cable television service. You are liable for these items, and will continue to be billed until the equipment is returned. Or, if you have lost it, or are otherwise unable to return it, you must pay us for it.

Emergencies

Emergencies such as fallen power poles, violent storms or sub-freezing weather may interfere with reception of cable service. We will promptly have one of our crews correct an emergency situation.

Theft of Service

According to the Federal Cable Act, no person shall receive communications service offered over a cable system unless authorized to do so. Persons found violating this law are subject to a possible fine of $100,000, or imprisonment of not more than five (5) years, or both. These penalties apply to both the supplier and receiver of such unauthorized or illegal service. Such person(s) may also be subject to a civil suit for statutory or actual damages. In addition to the Federal law, many states have also enacted legislation concerning theft of cable services.

Your Right to Privacy

The Cable Communications Act of 1984, as amended by the Cable Consumer Protection Act of 1992, outlines your right to personal privacy as a cable customer. All personally identifiable cable-related information pertaining to your account is on file at the local cable office and is available for your review. If you wish to review these files, please contact us to make an appointment during normal business hours. This file includes the following: your name, address, phone number, payment history, service options you have ordered, maintenance and repair records, and the number of serviced television sets. This information is used for billing, service, marketing, research and other cable-related purposes. The company may use it during the time you receive cable service and for a period of time at the conclusion of active service. The company will delete personally identifiable information when it is no longer necessary for conducting cable-related business.

Broadstripe will not release any such personal information except to those individuals or businesses to which we are legally permitted to do so. We will not release any information pertaining to you to any government agency unless it is under the compliance of a summons, subpoena or court order. In such cases, unless prohibited by the order, we will attempt to notify you in order to give you a chance to contest the order as law permits you. Broadstripe respects the rights of our customers. Keeping you informed is an important part of our continuing effort to provide you with better quality broadband services.

Complaint Resolution Procedures

Broadstripe places a high priority on ensuring that our customers are satisfied with the service we provide. Toward this goal, and in order to comply with FCC law, Broadstripe has designed the following procedures to respond to any dissatisfaction you may have regarding cable service. Please follow these procedures to help us address your concerns as promptly and as efficiently as possible.

If you have a complaint regarding any aspect of your cable services, we encourage you to call your local Customer Service Department. If you are not satisfied with the manner in which your concern has been addressed after speaking with the Customer Service Department, please submit your complaint in writing to the General Manager at your local Broadstripe office listed.

At this point, you may also contact your local franchising authority. The address appears, in most cases, on your monthly cable bill. If the franchise contact information is not listed on your statement, please call your local Broadstripe office. The representatives will be able to provide you with the contact information. Again, we encourage you to contact us if you are dissatisfied with any aspect of your cable service. Broadstripe looks forward to serving you with excellence.

Equipment & Equipment Compatibility

Except for the inside wiring, which we consider your property regardless of who installed it, the equipment installed by Broadstripe belongs to us unless you have purchased it. We may, at our option, supply new or reconditioned equipment to you.

You are responsible for preventing the loss of, or damage to, the equipment at your residence. We suggest that your homeowners, renters, or other insurance cover the equipment in your possession. You will be directly responsible for repair, replacement and other costs, damages, fees and charges if you do not return equipment to us in an undamaged condition.

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 supplied by us. This authorization includes allowing us or such designee to be on your 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 which are necessary or desirable to enable us to provide service to you or others, including connecting and making necessary attachments to your inside wiring. If you are not the owner of your home, you agree to supply us or our designee, if we ask you to, with the owner's name and address, proof that you may give us access on the owner's behalf and, if needed, consent from the owner of the home.

Cable Ready" and Cable "Compatible" Equipment

One of the reasons you may subscribe to our cable system is we offer many more channels of programming in addition to what you may be able to receive off-the-air. You may have TV receivers or VCRs that can tune to all non-scrambled channels we provide. Or you may have older sets that are unable to tune in all channels available over the cable system.

Even if you have an older TV or VCR that was advertised as being "cable ready" or "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 set manufacturers governing the reception of cable channels. According to new federal regulations, TVs and VCRs sold in the United States as of July 1997 cannot be called "cable ready" or "cable compatible" unless they comply with new technical requirements adopted by the FCC, including the ability to properly tune cable channels.

You may encounter additional problems or interference when your TV set or VCR is connected directly to cable. For example, you may encounter co-channel interference or an inability to receive higher number channels. These problems are often solved through the use of a set-top converter. Converters are available through Broadstripe for a monthly fee. The set-top converter will "convert" the cable channels to a designated channel on your TV. Please understand that the process of converting all of our channels to such a channel means that you can only receive one channel on 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 able to use. For example, taping one program while watching another, recording two or more consecutive programs appearing on different channels, and the use of picture-in-picture may not be possible without additional equipment.

Availability of Special By-Pass Equipment

Some of the channels offered on the cable system may also be scrambled or transmitted digitally and may be viewed only if a digital cable terminal (DCT) is used. However, as described above, a converter may limit your ability to use certain advanced features on your TV set or VCR. If you use a converter, and you have problems using the special features, additional special equipment may be necessary to regain some or all of these features. Broadstripe will consult with you in order to determine what specific equipment may be available 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 that will enable you to by-pass the converter and tune all unscrambled channels with your TV or VCR.

Please contact us regarding your needs, and we will be happy to discuss alternatives with you and give you a schedule of charges. In addition, you may purchase by-pass switches at retail outlets. Please remember, however, that converters with descrambling capabilities should only be obtained from us. In fact, should you see 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, at this time we will not authorize the use of any converters, pay-per-view, and other descramblers not provided by us.

About your Converter

Many television sets cannot receive the large number of channels offered by cable television. In 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" or "digital cable terminal" (DCT). A converter and a remote control are available from us on a lease basis or may be purchased at certain retail outlets including consumer appliance or electronics stores.

One type of converter is simply a tuner; it converts the cable channel selected by the customer to a low-numbered channel, typically 2, 3 or 4. Tune your television set to the "output" channel of the converter (for example: Ch. 3). Programs may then be selected by tuning the converter to the desired channel. Many cable-ready sets may not require a converter to receive the non-scrambled channels.

Watching your television after connection to cable is easy. Just turn on your television set and the converter (if your converter model has an on/off switch). Make sure that your television is tuned to the output channel of your converter (Ch. 2, 3 or 4), and then select the channel you want to watch by using the controls on either the converter or the hand-held remote control device. To ensure reliable operation, make sure the converter is plugged into a "live" electrical outlet, not one that is controlled by a light switch. Loss of power to some converters may result in a temporary loss of cable service, even after the power is restored.

Remote Controls

If you use a converter with remote control capability, we provide remote control devices for a monthly charge. It is also possible that the remote control that came with your TV or VCR is capable of controlling the converter box as well. In that case, please feel free to use it. Finally, if you choose, you may also buy a "universal" remote control device at a retail outlet, including many appliance or consumer electronics stores, that is capable of working with our converters.

Digital Cable Service

The installation and other instructions relating to digital cable terminal or DCT differ from those set forth above because of the uniqueness of digital and other service functions that may be received through it. Contact us for further details.

High Speed Data Service

On occasion it is necessary for Broadstripe to perform maintenance and/or software upgrades in an effort to improve and enhance the service on our high speed Internet network. This maintenance is typically performed during nonpeak usage periods, typically overnight (midnight to 5 am). Broadstripe will strive to minimize the length of interruption, if any, associated with such maintenance or upgrade.

Troubleshooting Tips

From time to time, you may experience a problem with your television picture that can easily be fixed. 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 Broadstripe's customer service department.

IMPORTANT: If you have a converter, digital converter or DCT, is your TV dial set on channel 3?

Rolling Picture
• Adjust "vertical hold" on your TV set.

Picture Leans to Side
• Try adjusting "horizontal hold" on TV set.

Wrong Channel
• Check TV dial and converter for channel setting.

Snow on Screen
• Check to make sure converter is plugged into a working outlet.

No Picture, No Sound
• Make sure TV set is plugged into "live" electrical outlet, and not controlled by a wall switch.
• Push reset button on back of TV set, if TV set has one.
• Adjust brightness control on TV set.

No Picture
• Check channel setting on converter and TV set.
• Check listing to make sure channel is broadcasting during this time slot.
• Wait for TV station announcement of difficulty.
• Check other channels to compare reception.

Cable and Your VCR

If you are a VCR owner, you can use your VCR to receive additional enjoyment from your cable television service.

Broadstripe wants to help you understand how to make your VCR and cable television service compatible entertainment components. With your cable and VCR combination, you can now record your favorite movies and cable programs for later viewing. We want you to have maximum flexibility in watching what you want, when you want to watch it.

VCR-Cable Hookup Warnings

1. Additional Equipment - such as cable jumpers, signal splitters or A/B switches - may cause picture distortion if it does not meet our system's standards. Please call our technicians in our repair department before you purchase additional hookup equipment.
2. We recommend against cutting cable jumpers. An improperly cut cable may cause picture distortion.
3. All cable connections must be fitted "finger tight or snug."

Overview of Services Offered

Broadcast Basic Service

Basic Service may include off-air broadcast stations and franchise-required public, educational and government access channels. All such programming varies on a community-by-community basis and is subject to change at any time. Currently, our cable customers must subscribe to Basic Service in order to subscribe to any tiers of video service offered by the cable company. This service may not be available in all communities and is subject to certain terms and conditions.

Satellite Service Tier

The Satellite Service Tier is the level of service that generally carries all non-premium analog cable channels such as ESPN, CNN, Lifetime, USA, TNT, etc. The Satellite Service Tier cannot be purchased without a subscription to the Broadcast Basic Service (if a broadcast basic service is available).

Enhanced Basic Service

Enhanced Basic Service combines the services of the Broadcast Basic Service and the Satellite Service Tier. This is an optional level of service above and beyond Basic Service. A customer must receive Basic Service in order to be eligible to receive Enhanced Basic.

Premium Services

Premium Services are generally available to customers who receive Enhanced or Full Basic Service with a digital terminal or CableCARD. Premium channels can include Home Box Office (HBO), Showtime, Cinemax, The Movie Channel, STARZ! and Encore. There is a separate monthly charge for each primary premium channel a customer receives.

Digital Cable Service

Many of our customers have chosen Broadstripe Digital. It is provided in addition to the analog transmission of services our customers may already receive. Broadstripe Digital provides a digital transmission of special interest and other channels, digital music channels, access to multiple pay-per-view channels and multiplexed channels of premium services, among other features. Digital services may not be available in all areas.

Other Optional Services

In addition to these programming services, we may also offer our customers, for an additional monthly charge, the rental of converters or remotes, a cable guide, pay-per-view programming or other services. We may also offer a high-speed connection to the Internet, for your personal computer. Broadstripe internet service offers speed, convenience and content-enhanced access to the Internet including full motion video, national, regional and local content, e-mail, personalized browsers and other exciting features. Such service may not be available in all areas and is subject to certain terms and conditions.

A Note About Programming

We receive programming from various non-cable and cable networks. We are not responsible for the content of programs aired by these networks. Programming complaints or questions should be directed to the cable or broadcast networks.