Products and Services Offered
LFT Fiber offers a variety of video programming tiers and services, including a Basic tier that includes most of the local video broadcast stations in your area and an Expanded Basic tier that includes many additional video programming channels. Some of the local broadcast stations included in the Basic tier are also available in a digital format. Where available, there are many additional digital video programming channels and services that you may purchase with LFT Fiber
Digital Basic or Digital Plus, which includes access to the interactive program guide, digital music, premium and pay-per-view channels, as well as video-on-demand (OnDemand). Tiers of service offered by LFT Fiber are generally independent of each other, unless noted in special offers. However, as a prerequisite for subscribing to the various tiers offered including premium movie channels or pay-per-view events, customers are required by law to subscribe to the Basic tier of service, which is also offered as a standalone tier. LFT Fiber may also offer customers the option to rent equipment including LFT Fiber authorized video devices or accessories that may be needed to access certain programming services. Visit us at www.lftfiber.com or call Customer Service at (337) 99-FIBER (993-4237) for more information about products and services in your area.
Prices, Channels and Programming Options
A complete listing of our channel lineup and prices can be found at www.lftfiber. com or call Customer Service at (337) 99-FIBER(993-4237) to obtain a printed copy.
Changes in Service or Prices
Subject to applicable law, we have the right to change our services and prices at any time. As an LFT Fiber customer, you will generally receive notice of changes in services or prices at least 30 days in advance or in compliance with applicable laws. The notice may be provided on your monthly bill as a bill insert, electronic delivery methods such as email, online account portals or other written means permitted by law. Additional information regarding such notices may also be found on the LFT Fiber website.
Installation and Service Maintenance Policies
Someone over the age of 18 must be home during any installation or repair of your video services. LFT Fiber will also make every reasonable effort to reschedule any missed service appointment at a convenient time for you. Standard installations are generally completed within seven (7) business days.
Access to Customer Premises
By ordering services, you agree to allow employees and agents of LFT Fiber access to your premises at reasonable times to inspect, maintain or remove video service equipment at your service address and upon termination of service. Failure by LFT Fiber to remove equipment does not deem it abandoned.
How to Use Your Video Services
Customers may visit us at lftfiber.com or call Technical Support at (337) 99-FIBER (993-4237) for more information regarding how to use your video services.
Billing; Miscellaneous Fees
Your monthly video bill displays itemized charges, due dates, promotional expiration dates, and payments/credits on your account. It may also contain special customer messages. Additional information for your area regarding LFT Fiber billing may be found at www.lftfiber.com or by calling Customer Service at (337) 99-FIBER (993-4237). A late fee is added to any bill amount unpaid after the due date. If your payment is made with an NSF check, you may also be charged an NSF fee for handling. Prior to granting any upgrades to your existing services, any delinquent balance on your account must be brought into a current status. If you initiate a change to your service(s), you are subject to the applicable installation charge associated with your new service(s).
Complaint Procedures
Customers can direct video billing or service complaints to Customer Service at (337) 99-FIBER (993-4237). If you believe LFT Fiber has not properly resolved your issue, you may contact your local franchise authority. Refer to your monthly video bill or call Customer Service for the address of your local franchise authority contact designated to receive consumer complaints. For complaints regarding Closed Captioning, please refer to the FCC consumer contact information referenced in the “Other Information” section of your video bill.
Identification Required for New Service
In order to apply for services with LFT Fiber you must provide either a valid Driver’s License, Social Security or U.S. Passport number. Otherwise, you will be required to appear in person at our Customer Service Center located at 214 Jefferson St., Suite 300 or 2701 Moss Street and present a valid state-issued form of identification.
Delinquent Accounts
If your services are disconnected for non-payment, we will require full payment of the outstanding balance, a deposit based on your level of video services subscribed to at the time of disconnect, and a reconnect fee before reconnecting your services.
Disconnect Policy; Refunds/Fees
A request to disconnect your video services can be made at any time. Billing for services will stop on the day that you request the services to be discontinued. If there is a remaining credit balance on your account, a refund check will automatically be issued. If you disconnect your video services in the middle of an active service agreement, you may be subject to an early termination fee (ETF). Equipment provided to you by LFT Fiber must be returned upon disconnect so that any appropriate charges can be assessed.
Theft of Video Services
Unauthorized access to video services is a severe and expensive problem. It is also a crime punishable by fines and/or imprisonment. Video theft increases the cost of our business as well as legitimate, paying LFT Fiber customers.
Signal Blocking Tools
If you can see images or hear sound from scrambled premium or adult channels that you do not subscribe to, you may contact Technical Support at (337) 99-FIBER (993-4237) for information on tools to block the channels.
Video Quality
If you experience problems with the quality of video signals you receive, you should call Technical Support at (337) 99-FIBER (993-4237). A fully trained representative can often resolve your problem over the telephone. If this cannot be done, we will set up an appointment for a skilled technician to come out to your home. If, in your opinion, the service technician fails to correct the reception problem, you should call us again and we will review the actions taken. Should we still be unable to resolve the problem to your satisfaction, we will explain the reasons we cannot solve the problem. You may also refer to your monthly video bill or call Customer Service for the address of your local franchise authority contact designated to receive consumer complaints.
Video Equipment Compatibility
Analog Video
(Basic and Expanded Basic channels are offered in this format) Most modern television sets, DVRs and other viewing devices are video compatible and can receive the analog video signals carried on the LFT Fiber analog video system. All channels in these tiers are viewable without the use of advanced decryption devices such as Cable Card technology (sometimes referred to as DCR or UDCP devices) or similar Public Key Infrastructure software technology.
Digital Video
(All channels are offered in this format when the appropriate digital tier is purchased) Digital signals carried on the LFT Fiber system will not be viewable without a set-top channel converter box compatible with and authorized by the LFT Fiber system. These boxes are all HD compatible and are referred to as HD and HD/DVR Digital Receivers. If you plan to purchase any digital video services that we encode or encrypt, such as premium, pay-per-view, or video-on-demand (OnDemand), you should make sure that any set-top converter, navigation device or digital video ready TV/display devices that you purchased from a retail outlet is capable of working with our video system. Upon request, we will provide you with the technical parameters that are needed for any such devices to operate with our video system. In addition, you should know that receivers with decryption software are illegal to sell or use unless authorized by LFT Fiber. If you receive our services through a set-top box purchased from a source other than LFT Fiber, you may not be able to use special features and functions on your TV, DVR and/or other viewing devices. These may include features that allow you to view a program on one channel while simultaneously recording a program on another channel; record two or more consecutive programs that appear on different channels; and use advanced picture generation and display features such as “Picture-in-Picture,” Channel Review, and other functions that necessitate channel selection by your consumer device. You may be able to resolve these issues (and other compatibility issues associated with the reception of non-encrypted programming services) through an additional converter that is available for lease from LFT Fiber upon request (rental fees for HD Digital Receiver apply). Please call Technical Support at (337) 99-FIBER (993-4237) with questions regarding the type of special equipment needed to resolve individual compatibility problems.
Video Service Compatibility & FTTH Technology
LFT Fiber delivers video services using fiber-to-the-home (FTTH) and IP-based technology, rather than traditional cable video systems. As a result, Cable Cards and cable-ready video tuners are not supported. To access LFT Fiber video services, customers may be required to use LFT Fiber-authorized equipment or compatible IP-based applications on supported devices. Certain features such as live television, cloud DVR, on-demand programming, and interactive services may only be available on approved platforms. Compatibility with customer-owned televisions, streaming devices, or recording equipment may vary. LFT Fiber does not guarantee the functionality of third-party devices that are not provided or authorized by LFT Fiber. Supported devices, applications, and features are subject to change as technology evolves. For current equipment and compatibility information, customers may contact Technical Support at (337) 99-FIBER (993-4237) or visit lftfiber.com.
LFT Fiber Supplied Remote Controls
LFT Fiber includes a remote- control unit with each Digital Receiver. Some televisions, DVRs, DVDs, or Home Theater devices (hereafter controlled device) can be controlled with the remote-control unit that LFT Fiber supplies. Compatibility with customer-owned devices may vary. However, we do find that in most cases that the remote-control unit will interact with many of the controlled devices available on the market.
Other Universal Remote Controls
We are currently unaware of any “Universal” remote-control units that are compatible with LFT Fiber Digital Receivers. As we understand the nature of this issue, this is currently a licensed feature that the remote-control unit manufacturers have not yet purchased from our current set-top box vendor. However, we do anticipate that these devices will be compatible at some point in the near future. If you find that a certain model of a “Universal” remote-control is compatible with our Digital Receivers, then please contact our Technical Support at (337) 99-FIBER (993-4237) so that we may certify its operation with our system.
Moving
Before you move, please contact Customer Service at (337) 99-FIBER (993-4237) so that we can arrange for your service(s) to be disconnected. At that time, we can also schedule an installation at your new home if it is within our serviceable area.
About this Notice
The information in this notice is subject to change. We will provide appropriate notice of any major changes in advance so that you can make a decision about your future service needs.