Citizens Service Agreement

This is an application whereby you agree to purchase telecommunications and entertainment services from Citizens' Telephone Co-operative 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 the purposes of 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 a body politic as defined in Section 1(b) of the Cooperative bylaws and an Applicant may also be an individual, firm, association, corporation, or a 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 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, collection fees which 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 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. The Member/Applicant also gives permission to 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 in accordance with the terms and conditions of the Application set forth above

What services are you requesting?

Phone
Internet
TV
Home Security
Medical Alert
Cellular

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
TV

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.

CPNI Hint Question should equal/relate to 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 seven programs or be Income Eligible: Medicaid, Food Stamps (SNAP), Supplemental Security Income (SSI), Low-Income Home Energy Assistance Program (LIHEAP), Temporary Assistance for Needy Families (TANF), Federal Public Housing Assistance, or National School Lunch Program’s free lunch program to receive Lifeline assistance. Additional documents must be completed for approval.

Citizens Service Agreement:

This is your copy of “Citizens’ Service Agreement” between Citizens’ Telephone Co-operative, 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 fee for any equipment and/or installation/activation 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 This agreement will autorenew at the end of the term. I understand if I decline renewal, a la carte pricing will apply.
  • I choose not to enter into a contract and 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.

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.

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. Return of equipment is required when terminating Service. 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
Set-Top Box Standard/High Def $125.00 Remote $10.00
Personal Video Recorder (SD or HD) $300.00 Modem (DSL) $100.00
Fiber ONT/Modem $300.00 Surge Protector $25.00

 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.

Pak Terms and Conditions:

Extended Community Calling includes 200 community link minutes. Additional minutes are billed in blocks of 15 minutes at $0.60 cents per block. Federal, state, local taxes and utility service fees are not included in Pak price. Price includes $1.50 discount for use of electronic billing and $1.50 discount for auto payment from bank or credit card account. If printed invoice is requested, a $1.50 fee applies. A $1.50 fee also applies if auto payment is not used. Not all services and Paks are available in all areas. A $10 Service Order fee applies for downgrade in Paks. Extended commitment fee of $199 applies to broken agreement of Promotional offers (ie: six months at ½ price, tablet giveaways, etc).

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.

Standard Installation Cost/Early Termination Fees
Digital Video (with or without Internet) $199.95 per term Analog Video $49.95 per term
Broadband only* $99.95 per term Digital Video & Broadband Renewal $49.95 per term

*Equipment used for High-Speed Internet only will vary from equipment used for High-Speed Internet with 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, $60.00 per hour plus material costs. Additional set top boxes may be installed after initial installation at a rate of $79.00 per outlet.

Additional Programming Fees:

Mirroring Fee for separate programming on each additional TV is $4.95 per month (additional set top box). Existing customers may activate additional STBs with their existing Citizens’ programming package.

Value Added Services:

  • Unlimited Long Distance can be added to Pak for $19.95. Broken commitment of Unlimited Long Distance will result in retroactive billing to non-discount price.
    *Unlimited calling to anywhere in the 48 contiguous states. Requires Citizens local or digital residential phone service AND Citizens Long Distance. For direct-dialed domestic voice calls only. Not intended for data and commercial use. Service does not include multi-party conference calls, call forwarded calls, calls to 900, 986, 700 numbers, directory assistance, calling card, operator services, international calling or toll free calling. Citizens reserves the right to immediately suspend, restrict, bill usage charges or cancel service without prior notice if Citizens determines that usage is not consistent with residential customer voice usage. Usage not consistent with typical domestic long distance residential voice usage occurs when user’s monthly minutes of use total more than 5,000 minutes per month.
  • Ultimate Calling Feature package can be added to Pak for $10.00.
  • HD service available to qualifying residents.
  • Citizens HD access is $4.95 per month.
  • Citizens PVR (Personal Video Recorder)access is $9.95 per month and covers all Personal Video Recorder units in your home.

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 Nicole at 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.

CHARGES AND BILLINGS –  Customer agrees to pay all charges associated with the Service(s), including, but not limited to installation fees, service call charges, monthly charges for services, equipment fees if applicable, measured and per-call charges, applicable federal, state and local taxes and fees and regulatory fees as imposed by municipal, state and federal agencies.

Citizens may request that you pre-pay the charges for your first month’s service(s) along with any activation/installation fees.  The Customer will be billed for services every month in advance. Charges for additional items (i.e. Pay-Per-View movies/events, long distance and/or toll calls, directory assistance, etc.) will be billed the following billing cycle.  The monthly bill will identify recurring service charges, additional charges and applicable taxes, fees and surcharges.

Payment in full for all billed charges including taxes, fees and surcharges, must be received by the date indicated on the bill to avoid late fees. Please report any billing errors immediately by calling 540-745-2111 or email customercare@citizens.coop.

Nonpayment of any portion of your Citizens bill may result in interruption or disconnection of services.  It is the Customer’s responsibility to make payment in a timely manner to ensure receipt by Citizens on, or prior to the due date.  If you know that your payment will be late, call the Citizens office at 540-745-2111 to make arrangements and avoid service interruption and reconnection fees.  You may also pay your bill online by signing up on the Citizens Website at citizens.coop/my account/.

Eligible Discounts & Promotional Offers

Service pricing discounts available by bundling services. Eligible Discounts for Service(s) include $1.50 discount for use of electronic (paperless) billing. $1.50 discount for auto payment from bank or credit card account.  If a printed invoice is requested, a $1.50 fee will be applied to account.  A $1.50 fee also applies if auto payment is not selected.  An extended commitment fee of $199 applies to broken agreements for promotional offers (i.e. $$ discount for XX months, XX months at ½ price, tablet giveaways, etc.)

DELINQUENT ACCOUNT POLICY

Default: 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 of 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 6.1-330.77. Charges by sellers of goods or services;  Section 6.1-330.53. Legal rate of interest; and under Federal Statutes, 15 U.S.C. 1601, et seq.

Citizens Service Agreement version 1.2

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.