Citizens Service Agreement

This is an application whereby you agree to purchase telecommunications and entertainment services from Citizens' Telephone Cooperative or one of its subsidiaries (Citizens Cablevision, Inc. and SelecTec, Inc.). The Cooperative and subsidiaries, hereinafter individually, each and/or jointly referred to as "Company", are all organized under the laws of the State of Virginia. For this application the term "Member" shall apply when purchasing services from the Cooperative and the term "Applicant" will apply otherwise. A Member may be an individual, firm, association, corporation, or body politic as defined in Section 1(b) of the Cooperative bylaws, and an Applicant may also be an individual, firm, association, corporation, or body politic. As a Member, capital credits will accrue on member-defined services to be paid out by the Cooperative as determined by the Board of Directors.

All accounts/services are in default if they are unpaid by the due date. Upon disconnection of services, Company-owned equipment will be billed to the account. When the equipment is returned in working condition, credit will be given. If the services were in a contract, Early Termination Fees will be billed when the service is disconnected.

Any default of contract(s), customer agreement(s), or failure to pay for services rendered shall give the Company the right to proceed to terminate the agreement(s), contract(s), or service(s) and to exercise all other rights and remedies as provided by law. The Member/Applicant agrees that, in such event, the Member/Applicant shall be obligated to pay our reasonable collection expenses which may include but not be limited to, court costs, and collection fees that are charged by the Company at such time as the account is turned over to said collection agency, and attorney's fees of twenty-five (25) percent of any unpaid balance at such time as the account is turned over to an attorney for collection. The Member/Applicant further agrees that all collection fees as mentioned herein shall not be deemed to be like a penalty for default, but instead shall be deemed to be liquidated damages. It is understood that said account will accrue interest until paid in full per the Code of Virginia and Federal Statutes. The Member/Applicant can also submit cell phone numbers for collection purposes upon default of terms.

*Additional charges are covered under the Code of Virginia, Section 6.2-311. Charges by sellers of goods or services; Section 6.2-301; Legal rate of interest; and under Federal Statutes, 15 U.S.C. 1601, et seq

The undersigned hereby applies to Citizens service per the terms and conditions of the Application set forth above.

*Transfer of a phone number requires a Phone Number Release form to be signed by current account holder.
**Capital Credit Form and Name Change Form required.

What services are you requesting?

Customer Information

Date of Birth

Service Address

Mailing Address

Same as service address

Phone Number

Email Address

Keep me informed about Citizens offers, products and changes.

Directory listings default to Customer Name (Doe, John) and Customer Mailing Address as listed above unless specified differently:

Credit

Do you need jacks installed?

Phone

Internet

Additional Site Info (directions, road #, type of dwelling, neighbors, etc.)

CPNI Password

We honor the privacy of our customer's account information. In fact, you have a right and we have a duty, under federal law, to protect your account information known as CPNI — Customer Proprietary Network Informaton. Please enter the information below to assign a password to your account. This password cannot be biographical information for example: mother’s maiden name, address, phone number or birthday.
Please keep this passcode in a safe and easily accessible location as you will need to provide it anytime you call in to inquire about your bill or make changes to your service

CPNI Hint Question should not be equal to, but should relate to the CPNI Password

Permission to Act (PTA) on Account:

This permission includes making changes, adding/removing services, disconnecting, making payments, receiving account balance information and answering Citizens' questions on my behalf. PTA must provide CPNI password, as set by primary account holder, in order to make changes or inquire about account. Primary account holder is assuming liability of changes made by PTA. Citizens has the right to refuse individuals who are in bad debt or delinquent status; SSN is required for this reason. Certain restrictions apply which may include credit credentials of PTA.

Lifeline Credit Applicant: In order to be eligible for the discount, the applicant must participate in one of these programs or be Income Eligible: Medicaid, Food Stamps (SNAP), Supplemental Security Income (SSI), Federal Public Housing Assistance(FPHA), or Veterans Pension or Survivor Pension to receive Lifeline assistance. Additional forms must be completed for approval. Not available in all areas. Available in ILEC only.

Service Agreement

12 Month

24 Month

Services not available in all areas. Actual Internet connection speed may vary due to various factors including network congestion and distance from subscriber to Citizens’ facilities. Electrical surge protection is strongly recommended. Free installation and free modem require 12-month minimum commitment and is for one computer only. Internet system requirement: any operating system that supports your NIC (Ethernet card), Windows 98SE or higher, Mac OS 9 or higher. Federal, state, local taxes, and service fees are not included in pricing. Some restrictions may apply and subject to pre-approval. Service Agreement required to waive installation fees. Credit terms apply. Service Agreement required for Fiber to the Home services. Standard Connection fee $399. $299 with 12-month Agreement; $199 with 24-month Agreement.

SERVICE AGREEMENT TERMS AND CONDITIONS:

This is your copy of “Citizens Service Agreement” between Citizens' Telephone Cooperative, Inc., and/or Cablevision Inc., and/or Selectec, Inc. hereafter either independently or jointly referred to as “Citizens”, and you as a customer of Citizens. Please keep it for your records. Allowing Citizens to install its services indicates your acceptance of these terms and accordingly they will be legally binding on you.

I will receive installation and equipment at no charge from Citizens in return for keeping Citizens’ service for the selected term. I understand that if I disconnect my service for any reason, I will be billed for any equipment and billed a prorated Early Term Fee to cover installation/activation that I received free of charge. Standard rates and fees apply.
I will receive discounted pricing in a Citizens bundle by fulfilling the term of this agreement. I understand if I decline renewal, a la carte pricing will apply.
If I choose not to enter into a contract, I understand that installation fees will apply.

This contract is non-transferable and is unavailable in conjunction with any other promotion. Offer is subject to change without notice. Customer must maintain services throughout the subscribed term. After the original term is met, discount pricing will continue until there is a change in the subscribed service.

EQUIPMENT: Customer acknowledges that any equipment provided by Citizens is the property of Citizens, unless Customer enters into a separate written agreement to buy it, and makes full payment of the stated price. Customer agrees not to damage or misuse Citizens equipment and to return it to Citizens when Service is terminated, in the same condition as when installed, reasonable wear and tear accepted, and in reusable condition, consistent with any requirement of law. If there is a separate written agreement for equipment purchase or lease, that agreement governs the Customer’s rights with respect to such equipment. Should equipment be destroyed by customer, the customer is held accountable for full cost of equipment.

Equipment Cost
Standard Definition Set-Top Box	$125.00	Remote	$10.00
High Definition Set-Top Box	$125.00	Modem (DSL)	$95.00
Personal Video Recorder (SD or HD)	$300.00	Surge Protector	$25.00
Fiber ONT/Modem	$300.00	Battery Backup	$50.00

NO TRANSFER: No Service or Citizens equipment may be transferred to another person without the prior written consent of Citizens. Service may not be shared with any person not a part of Customer’s immediate household or in Customer’s office.

NO WARRANTIES: Citizens makes no warranties, express or implied, in this document, or in any related agreement or otherwise, including but not limited to any warranty regarding the merchantability, fitness for any particular purpose, design, conditions of, or quality of the material or workmanship of any service or equipment.

LIMITATION OF LIABILITY: To the maximum extent permitted by law, Citizens disclaims liability for any claim, loss, damage or expense of any kind or nature arising from or in any manner related to the provision of the Service procured by Customer, or to any equipment, including without limitation any liability caused directly or indirectly by: (i) the inadequacy of the Service or equipment to serve the Customer’s purposes; (ii) any deficiency or defect in the Service or equipment; (iii) the use or performance of the Service or equipment; (iv) any interruption or loss of Service, except where a credit or deduction is provided for by law or regulation; and (v) any loss of business, loss of profits or revenue, or any other consequential damages of any kind, whether or not resulting from any of the foregoing. Digital telephone is not a lifeline service; therefore, operation may be interrupted due to power outage or other natural disasters.

CERTAIN LOSS OF SERVICE DUE TO CUSTOMER: Any loss of Service availability caused by action or inaction by Customer, or by defect or failure of Customer’s equipment, will not suspend the obligation to pay for Service, and Customer shall remain liable for all applicable charges.

BUNDLE TERMS AND CONDITIONS: Bundles allow increased discounts for having multiple Citizens’ services. Federal, state, local taxes and utility service fees are not included in Bundle price. Bundle price includes $1.50 discount for use of electronic billing and $1.50 discount for auto payment from bank or credit card account. If paper invoice is requested, a $1.50 fee applies. A $1.50 fee also applies if auto payment is not used. Not all services and Bundles are available in all areas.

STANDARD DIGITAL INSTALLATION: *Installation includes CAT 5 wiring pulled to one central location where the DSL modem is located and/or to one Set Top Box. Standard installation also includes a DSL Modem; a Standard Definition set top box, a DSL Splitter, one surge protector, one 6 port surface mount box and CAT 5 wiring and connectors. Citizens will install up to four outlets and replace as many working receivers as customer has installed by their satellite provider at no charge, up to the limits of our capacity at that location. Citizens will fish one wall at no charge up to 14 inches high from the floor (standard receptacle height). Additional set top boxes may be installed at time of initial installation or scheduled at another time at a rate of $79.00 per outlet. Credit credentials apply.

Standard Installation Cost/Early Termination Fees
Digital Video (with or without Internet)	$199.95 per term	Analog Video	$49.95 per term
High-Speed Internet only**	$99.95 per term	Digital Video & Broadband Renewal	$49.95 per term
CitiZip Fiber	$399.00 Connection Fee (Aid in Construction may be added pending drop requirement)

**Equipment used for Internet service may vary based on delivery method and connection with other Citizens’ service (i.e. Video equipment). Additional fees may be required based upon a composite credit score of 650 and under.

NONSTANDARD INSTALLATION: * Nonstandard installation includes services performed outside of Standard Installation and after initial install; fishing walls, running and pulling wire, etc. Fishing of additional walls, where possible, $80.00 per hour plus material costs. Additional outlets may be installed after initial installation at a rate of $99.00 per outlet.

VALUE ADDED SERVICES: Citizens offers Valued Added Service to enhance the use of your Citizens products:

Plume Premium WiFi: available for fiber to customers who want to manage their WiFi access in their home from the HomePass app. The cost is $9.95/month, for two Pods; each additional Pod is $4.95/month. Plume gives control with Parental Control, Online Protection, Cyber Security, and Safety Alerts. Plume is adaptive connectivity designed for your life. No monthly contract is required.
SFN TV Now powered by Citizens: is a streaming TV App recommended for fiber and cable modem services. No monthly contract is required. Three packages are available at competitive monthly pricing: Essentials $29.95, Ultimate $79.95, Premium $99.95.
Unlimited Long Distance** can be added to any residential landline, digital phone service, Requires 12-month commitment. Broken commitment will result in retroactive billing to non-discount price.
Notify Plus App: Replace a Call Tree with Notify Plus only $9.99 a month. Call, Text, Email from this convenient App. Requires Citizens landline or digital phone service.
Citizens Medical Alert: Discounts available with bundled services. Consumers responsibility to update contact form and information as necessary.
Access control and surveillance solutions available for business. See Citizens for details and site evaluation. DCJS #11-9804.
Rapid Response: All customers are a priority to us and our standards are to restore everyone as soon as possible. Phone and Internet services may be needed to run a business or to work from home. When there is a service outage due to inclement weather, natural disaster, or other unforeseen circumstances that deem restoration to be a priority for your business, home office, etc., you can ensure faster restoration with a Rapid Response Plan. Special first year offer is $30 per month. (Standard monthly price $50).
Wire Maintenance Plan: Avoid additional charges for repairs that are not covered on leased equipment repairs. A site evaluation is required. $2.50 per month. Replace wiring fees may apply to meet Citizens standards.

E911 ADDRESS INFORMATION: It is the mission of Citizens to provide you with quality service, excellent support and advanced technology. While your primary residence is listed as your E911 address in our records, Citizens strongly suggests that you contact the local E911 Office at 540-745-9359 to obtain a separate address for any barns, garages or dwellings that contain a phone line to ensure your safety. By obtaining a separate E911 address for additional phone lines located on your property, emergency services will know exactly where to respond when 911 is called in the case of an emergency. Once an E911 address is assigned, please contact Citizens at 540-745-2111 to update your account records. Citizens has the right to refuse to maintain any line that is run from the NID to a separate structure on the property other than lines installed by Citizens. Lines installed by anyone other than Citizens will be indistinguishable from the primary residence for E911 purposes.

DELINQUENT ACCOUNT POLICY : All accounts/services are in default if they are unpaid at 30 days after the due date. If contracts are in default or otherwise breached, then the contract penalty will be billed. If there is returnable equipment for the service it will be billed to the customer when they are disconnected. Once that equipment is returned, the Customer's bill will be credited back for that amount. Any default of contract(s), customer agreement(s), or failure to pay for services rendered shall give us the right to proceed to terminate the agreement(s), contract(s), or service(s) and to exercise all other rights and remedies as provided by law. Customer agrees that, in such event, Customer shall be obligated to pay Citizens' reasonable collection expenses which may include but not be limited to, court costs, collection fees which are charged by our the Company at such time as the account is turned over to said collection agency, and attorney’s fees of twenty-five (25) percent on any unpaid balance at such time as the account is turned over to an attorney for collection. Customer further agrees that all collection fees as mentioned herein shall not be deemed to be in the nature of a penalty for default, but instead shall be deemed to be liquidated damages. It is understood that said account will accrue interest until paid in full in accordance with Code of Virginia and Federal Statutes. *Additional charges are covered under the Code of Virginia, Section 6.2-311. Charges by sellers of goods or services; Section 6.2-301; Legal rate of interest; and under Federal Statutes, 15 U.S.C. 1601, et seq

SATISFACTION GUARANTEE: If you are not completely satisfied with the quality of your Citizens residential or business service, simply return your equipment and deactivate service within 30 days of installation and activation to avoid early termination fees and to receive a full refund*. Purchases made by cash will be refunded by cash if returned within the same business day. Purchases made by check will be refunded by a refund check. Purchases made by a credit/debit card will be refunded to a credit/debit card. Credit or debit cards must be present at the time of refund. Check refunds will be sent to the original account holder within six (6) to eight (8) weeks of return.

*Excludes Fiber to the home, installation, activation, and construction costs.

By subscribing to, using, and/or paying for any Citizens Service(s), I agree to the charges, fees and Terms & Conditions citizens.coop/terms set forth in this Agreement and am legally bound by its terms.

By clicking Sign Up, I have read and agree to Citizens Terms & Conditions Service Agreement. (citizens.coop/terms/) I am at least 18 years old.

Citizens Service Agreement version 1.7