NY Residential Telephone Customer Rights and Obligations

For a complete listing of New York residential customer rights and obligations, please refer to the Telephone Company Local and Interexchange Telecommunications Tariff or 16 NYCRR § 609 setting out the New York Department of Public Service Rules Governing Provision of Telephone Service to Residential Customers.

Complaint procedure. Customer complaints must first be made to the Telephone Company, who will promptly investigate and report results to customer orally, or in writing upon request. Complaints may be filed with the Telephone Company at:

Spectrum
Attn: Executive Escalations Manager 2 Digital Place
Simpsonville, SC 29681
Phone: 855-707-7328 SVC_corpescalations@charter.com

Customers can file unresolved complaints by contacting the New York Department of Public Service (DPS) as follows:

Website: www.dps.ny.gov/complaints;
Phone: DPS Helpline at 1-800-342-3377 (M-F 8:30a - 4:00p); or Mail:
Office of Consumer Services, 4th Floor
NYS Department of Public Service,
3 Empire State Plaza,
Albany, NY 12223

Payment of Bills. The Customer is responsible for all charges for services furnished to the Customer including any FCC-approved end user charge, billed monthly in advance. The Customer shall also pay for long distance service charges and nonrecurring service charges when billed.

Deferred Payment Plans. A deferred payment agreement may be arranged for a residential customer if the customer owes the Telephone Company for past due service and the service has not been disconnected. A deferred payment agreement must be in writing.

Termination of Service. Services may be terminated for nonpayment of a bill. The Telephone Company will also provide the customer the opportunity to eliminate portions of the service before terminating service in its entirety. Suspension/termination notices may be issued 25 days after the date of the bill. A mailed written notice will be provided, with reasons specified, to the customer at least eight (8) days prior to suspension, or twenty (20) days prior to termination.

Reconnection of service. Shall be done within 24 hours, unless prevented by circumstances beyond the Telephone Company’s control or customer request, when past due amounts are paid in full, a deferred payment plan is agreed upon, or notice of medical certification is received.

Medical Emergencies. In the event of a medical emergency as defined in 16 NYCRR, § 609, an additional 30 days will be allowed for a residential customer before suspension or termination. A medical certificate as defined in 16 NYCRR, § 609, must be supplied. The medical emergency status may be extended beyond 30 days upon submission of specified documentation. During the emergency, the customer will be able to defer payment of monthly charges.

Elderly, Blind or Disabled. An additional 20 days will be allowed before suspension or termination may occur when the customer is identified to the Company as being blind or disabled, as defined in 16 NYCRR, § 609, or the customer is 62 years of age or older, and all other residents of the customer’s household are under 18 years of age, over 62 years of age, blind or disabled.

Providing Special Exemption Information. If you wish to claim a medical emergency or volunteer information regarding you or others in your household being elderly, blind or disabled, please contact 855-70-SPECTRUM to provide that information and /or to obtain the appropriate forms for confirming special exemption status.

Voluntary third-party notice. Customer may designate a third party to receive copies of all notices relating to suspension and/or termination of service or other credit notices.