Annual Privacy Notice
Your privacy rights & other information as an REV customer.
Effective March 1, 2022
ABOUT THIS NOTICE
The information in this notice may change in the future. We will provide appropriate notice of any significant changes in advance so that you can make decisions about your future service needs. Customers receiving services as part of a commercial account, bulk rate or similar arrangement may be subject to separate policies or procedures than those outlined herein.
INFORMATION WE COLLECT
PERSONALLY IDENTIFIABLE INFORMATION
In providing services to you, we obtain certain “personally identifiable information”; that is, information that identifies you individually. Personally identifiable information may include your: name, service address, billing address, telephone numbers, driver’s license number, premium services you have selected, user IDs, passwords, email addresses, correspondence, communications records and social security number. We maintain customer information concerning credit, billing and payment, security deposits, maintenance and repair, equipment used and services provided and other service-related functions. In providing our services, we may also collect information about your TV equipment, computer hardware and software, modems, routers, telephone equipment settings and other preferences to aid in customer support.
It is our policy to collect only the personal information needed to provide the services we offer with the quality you desire and deserve. It is also our policy to retain that information only as long as needed for our business purposes or as the law may require. We take reasonable precautions to identify you and your authorized representative when we receive an inquiry on your account. We also take reasonable steps to protect your account information from unauthorized access.
We collect certain personal information in providing you with our TV and other services. The law prohibits us from using the TV system to collect personal information about you for unrelated purposes without your consent. Unless you are notified and agree, we do not collect personally identifiable information concerning most TV program viewing. Aggregate information that is not individually identifiable may be collected and used for programming, advertising and similar purposes. In providing some specific TV services, such as pay-per-view, video-on-demand and interactive cable services, we do maintain limited usage information for billing, programming and related purposes. If and when we provide digital video recorder services, we may also receive detailed information concerning your use and operation of the recorder for the uses described below.
REV complies with pertinent federal and state privacy laws. We do monitor and record certain calls to our Customer Care personnel for quality purposes. If you object to such call monitoring, you should tell us when you call Customer Care. In the course of providing telephone service, we do receive usage information, including calls that are placed and received and their duration. We treat all such information as private.
USE & SHARING
We consider the personally identifiable information we receive about you to be confidential, and it is our policy to use it only in providing our TV, Internet, long distance, telephone, and related services – from sales and installation, to operations, administration, advertising, marketing, support, network provision, maintenance, communications with you, billing, collection and in other ways related to our services. We may also use such information in dealing with fraud and unauthorized use of our services. REV may associate personal account information with data from third parties about you or similar persons to better predict your product and service preferences for use in programming, advertising transactions and to market our services to you. We use aggregate information about our customers and their usage for a variety of purposes. Such aggregate information does not identify individual customers. We may share such aggregate and related demographic information with third parties.
REV may retain personal customer information in its regular business records as long as you are a customer or until no longer needed for business or legal purposes. Our security measures for this information are discussed below.
Unless needed for a business purpose, it is our overall policy not to disclose to others outside of REV and our affiliates, vendors, and business partners any personally identifiable information about our customers without their prior written or electronic consent. We do not sell or provide your personal information to parties unconnected with the services we provide without your permission. Nevertheless, where the law permits us to do so, you have the right to notify us if you would like to opt out of any such lists. You may tell us by writing to the return address on this notice or on your billing statement, or by completing and returning the form located at letsrev.com/cpni. You can use the same method if you prefer not to receive certain types of marketing contacts from us.
Federal and some state regulations limit our use and sharing of certain information concerning a customer’s telephone services. This information is known as Customer Proprietary Network Information or CPNI and includes information on how you use our telephone services, such as your call patterns, service features, price plans, spending profiles, call destinations and related information. We do not disclose this information to parties outside of REV and our affiliates, except as required by law. In offering our spectrum of local and long-distance telephone, we do use your telephone service information to offer you new services and pricing plans. If you do not want us to use your CPNI for this purpose, you may Opt-Out by contacting us at 1-866-881-4REV by or completing and returning the form located at letsrev.com/cpni.
We offer our telephone customers the ability to designate their listings as non-published within print or electronic directories or directory assistance services. Because of the complexity of this process and the involvement of other entities in publishing, errors may occur from time-to-time. This, as well as certain other telephone services are offered subject to tariff or contractual terms that limit our liability in the event of such errors.
We provide aggregate information concerning pay-per-view, video-on demand and interactive services to programmers, advertisers and certain other third parties. If you use an interactive service to participate in or to order a product or service, you will be asked for your permission to provide contact information to the appropriate party when available. Digital video recorder service information is not shared with programmers or third parties, except on an aggregate basis.
We do not read your email messages, instant messages, online chats, or the content of other online communications that reside on or pass through our Service. We may however, retain and provide such communications if we are legally required to do so. Incoming and outgoing email messages may be scanned electronically to identify and filter out likely spam and for viruses and related problems that could harm your equipment, the network or other users.
TAKING PROPER PRECAUTIONS
Maintaining the security of your personal computer is an important part of protecting your own privacy and helping us protect our network and our customers’ service. You should use and regularly update your antivirus software, firewall and operating system to prevent unauthorized access by others and harm from various forms of viruses. Persons with questionable intent may use the Internet or email to pose as someone you trust or do business with. You should always be sure who you are dealing with before responding with personal information. To avoid all these and other forms of attacks, we encourage you to visit the Federal Trade Commission (FTC) website at www.ftc.gov for updates and tips on protecting yourself. REV may take protective action related to your service or contact you directly with information from time-to-time to help with this effort.
While we take reasonable steps to protect your services, we highly recommend that you regularly change your login password, using hard-to guess combinations of numbers and letters. By using better passwords, you can help prevent unauthorized users from guessing your password and accessing your information. Once your communications leave our network and enter the public Internet, it is possible for them to be accessed or intercepted by third parties or other Internet service providers over which we do not have control. Moreover, since we cannot control websites or Internet services operated by third parties, we recommend that you review the terms of service and privacy policies of those websites and services.
REV works hard to prevent and to block spam and we encourage your help by preventing unauthorized access to your computer. We suggest that you remain up to date on ways to avoid and combat spam. Please review REV’s spamming policy. (link to spamming policy section)
We, or a vendor that places advertising on our websites, may use “cookies” to collect information about your visit to our website and to manage information concerning your preferences. A cookie is a computer code added to a file on your computer as a record of its visit. It does not collect or provide your name or any other personal information about you. It can, however, be read by the website that placed it to note information about your visit, such as your type of Web browser, operating system and Internet Protocol (IP) address, to better tailor our site for you. It can also be used to recognize you when you log in as a registered user or as a repeat visitor returning to our website. This allows us to tailor our site by remembering you and any options you select. You can control what cookies are accepted by your computer through the settings on your Web browser or by deleting them from your files. Doing so, however, may limit the personalization available to you.
ADVERTISERS AND OTHER WEBSITES
We do not control the privacy policies of advertisers or of websites you may link to from our websites or by using our services. You should review their websites for questions about their Internet security.
LAW ENFORCEMENT & LEGAL REQUESTS
As a provider of communications and other services, we regularly receive legal requests from government and law enforcement personnel for customer information. We also receive discovery requests in civil litigation. In all such cases, our policy is to cooperate as required by law, but to provide only such information as the law requires. This information is generally sought by subpoena served on REV. Under current law, many criminal subpoenas require that we not disclose or notify you of the request. Due to this fact and the volume of requests we receive, we cannot assume any duty to notify you of receipt of any legal requests.
TV PROGRAMMING SELECTIONS
Under the current law, records concerning your selection of TV programming are generally protected from disclosure and may be obtained only under court order and after notice is given to you and you have the opportunity to appear in court and object. Other types of records may be sought by subpoena, as described above.
Current law provides that personal account and other information concerning use of our Internet services may be subpoenaed by governmental entities. Files shared over “peer to peer” services often include your IP address, and you could be identified in this way if we receive a lawful subpoena. In such cases, you may not be entitled to notice of such a request. The law does permit us to disclose to law enforcement, voluntarily and without prior notice, customer information, including the contents of communications, if we reasonably believe that an emergency involving immediate danger of death or serious physical injury requires such disclosure without delay.
Current law requires law enforcement to obtain a court order or warrant for a telephone wiretap or to use a pen register or trap and trace device to capture dialing information.
SECURITY OF INFORMATION
We protect personally identifiable information found in our most sensitive databases in encrypted formats within controlled and secure environments with restricted access. While we attempt to ensure the integrity and security of our network and computer systems, we cannot guarantee that our security measures will prevent unauthorized access.
The websites provided by REV are not directed at, or intended for use by, children under the age of 13. We do not knowingly allow anyone under 18 to provide any personal information on our websites. Children should always get permission from a parent or guardian before sending personal information over the Internet. If you believe your child may have provided us with personal information, you can contact us at the return address on this notice or found on your monthly bill and we will delete the information. You can find more information about protecting children’s privacy by contacting the FTC or viewing its website at www.ftc.gov. (link to ftc.gov)
As a provider of an electronic communications service, we are required by law to report any evidence we may become aware of relating to violations of laws concerning child pornography.
CUSTOMER ACCESS TO INFORMATION
You may check the accuracy of some of your account information by contacting a Customer Care representative. Consistent with the law, we will make a more complete review of your personally identifiable information available to you within a reasonable time following a request. You may examine the information and advise us of any errors you believe we should correct. We will make the information available to you, upon prior request and at your own cost, during business hours at the REV office located at any of our Customer Service locations.
YOUR ENFORCEMENT RIGHTS
You have the right to enforce your legal privacy rights concerning our collection, use and sharing of your personally identifiable information. Among your remedies is the right to seek relief in a civil action filed under federal law.
OTHER TERMS AND CHANGES IN POLICY
REV manages its network to ensure that all of its customers experience a safe and secure broadband Internet environment that is fast, reliable and affordable. REV wants its customers to indulge in all that the Internet has to offer, whether it is social networking, streaming videos and music, to communicating through email and video conferencing. REV manages its network for a number of reasons, including optimization, as well as congestion- & security-protocol management. REV’s customers generally will not be impacted by the protocols and practices that REV uses to manage its network. For REV’s network management policy, please go to letsrev.com/network. (link to network management section)
RESIDENTIAL CUSTOMER FEDERAL DO-NOT-CALL NOTIFICATION
To address consumer concerns about unwelcome telemarketing calls, the Federal Communications Commission (FCC) and Federal Trade Commission (FTC) have established a national Do-Not-Call Registry. The registry applies to all telemarketers (with the exception of certain non-profit and political organizations) and covers both interstate and intrastate telemarketing calls. Commercial telemarketers are not allowed to call you if your number is listed on the registry.
You can register your phone number for free, and it will remain on the national Do-Not-Call Registry for five years. You may re-enter your number on the list when the five years have passed, and you may remove your name from the list at any time. The Do-Not-Call Registry will not prevent all unwanted calls. It does not cover the following:
- Calls from organizations with which you have established a business relationship
- Calls for which you have given prior written consent
- Calls which are not commercial or do not include unsolicited advertisements
- Calls by or on behalf of tax-exempt non-profit organizations
Consumers may register their residential telephone number, including wireless numbers, on the national Do-Not-Call Registry at no cost by telephone or on the Internet. To register by telephone, consumers may call 1-888-382-1222. For TTY call 1-866-290-4236. You must call from the phone you wish to register. You may also register by Internet at www.donotcall.gov. (link to site) Inclusion of your telephone number on the national Do-Not-Call Registry will be effective thirty-one days following your registration.
LOUISIANA PUBLIC SERVICE COMMISSION DO NOT CALL PROGRAM
Louisiana residential telephone customers who want to reduce unsolicited and unwanted telephone solicitation calls can register to participate in the Louisiana “Do Not Call” Program. To register your residential telephone number(s), please contact the Louisiana Public Service Commission (LPSC) at 1-877-676-0773 or register online at www.lpsc.louisiana.gov. There is no charge to register, and your telephone number will remain on the register for five years unless you ask to have your number removed. Business numbers may not be included on the list. Please remember that if you change, add, or disconnect any of your telephone numbers, you will need to revise your application and/or reapply through the LPSC. Business customers can find detailed regulations on the program at the website noted above.
DO-NOT-CALL SOLICITOR NOTIFICATION
As you are likely aware, the Federal Communications Commission (FCC) and the Federal Trade Commission (FTC) have established a national Do- Not-Call Registry. As part of the do-not-call initiative, the FCC requires us to notify customers who use our service for making telephone solicitations (telemarketing calls) regarding the national Do-Not-Call rules and regulations. We recognize that few of our customers use our services for telemarketing; however, because we do not have records indicating which customers may do telemarketing, we are contacting all business customers. If you are a company, individual, or other entity that makes telemarketing calls, it is very important that you familiarize yourself with the operations of national Do-Not-Call Registry and the rules requiring checking of the national Do-Not-Call Registry as part of making telemarketing calls. Unless you fall under one of the exceptions established in the FCC/FTC rules (such as the exception for telemarketing by charitable organizations or for prior business relationships), you may not make telemarketing calls to numbers included in the national Do-Not-Call Registry. Before you rely on one of the exceptions, you should consult the rules. For information about the regulations, you may visit the national Do-Not-Call Registry at www.donotcall.gov. You can find the FCC and FTC rules governing telemarketing and telephone solicitation at 47 C.F.R. 64.120 and 16 C.F.R. Part 310, respectively.
PRICES, CHANNEL & PROGRAMMING OPTIONS
PRODUCTS & SERVICES OFFERED
REV offers a variety of video programming tiers and services, including a basic service tier (Capital, Plaquemine or Bayou Region: Basic TV and River Region: Essential Cable) that includes many of the local television broadcast stations in your area, and in most areas, an expanded basic service (Capital, Plaquemine or Bayou Region: Basic Plus and River Region: Basic Cable) and other service tiers and packages that include many additional cable programming services. Various tiers of service offered by REV may be sold separately or as a package with other tiers; however, as a prerequisite for subscribing to any of the video programming offered, customers are required by law to subscribe to the Capital, Plaquemine or Bayou Region: Basic Plus and River Region: Basic Cable.
CHANGES IN SERVICES OR PRICES
Subject to applicable law, we have the right to change our services and prices at any time. As a REV customer, you will generally receive notice of changes in services or prices as soon as possible or in compliance with applicable laws. The notice may be provided by any direct and reliable means, such as on-channel notification, on your monthly bill, as a bill insert, as a newspaper legal notice or information channel notice, in a separate mailing or some other written form. Additional information regarding such notices may also be found on letsrev.com.
PRICES, CHANNELS & PROGRAMMING OPTIONS
All available TV packages with pricing can be found at letsrev.com/tv and a complete listing of the REV channel lineup can be found at letsrev.com/channels (link to line-up page). You may call us at 1-866-881-4REV to obtain a printed copy of pricing and channel lineup information.
To report an immediate technical issue regarding closed captioning, please call 225-743-7034, fax to 225-647-9648 or email [email protected] (link to email steph subject line closed captioning). Written closed captioning complaints may be sent to Stephanie Harris, Customer Support Manager, 913 S. Burnside Avenue, Gonzales, LA 70737.
INSTALLATION & SERVICE MAINTENANCE POLICY
Standard installations are generally completed within 7 business days. Someone over 18 years of age must be home during any installation or repair of your cable television service. REV will make every reasonable effort to reschedule any missed service appointment at a convenient time for you. For your safety, every REV employee is required to carry an identification card showing his/her name and photograph. To verify that a person is from REV, please ask to see his/her ID card.
HOW TO USE YOUR CABLE SERVICES
Customers may visit us at letsrev.com/support or call us at 1-866-881-4REV for more information regarding the use of your REV services.
Please be aware that if you subscribe to REV’s TV service, a digital television adapter (DTA) (only available in Plaquemine, Bayou & River Regions) or set top box is required for every television on which you wish to receive service. If you do not have an adapter or set-top box, you will not be able to receive the TV service. An adapter and set-top box can be obtained from REV by visiting any of our customer service centers or by calling customer service at 1-866-881-4REV to arrange for delivery. If you subscribe to our digital packages or LightWave TV, a set-top box is required. The instructions for installation and operation of the box are provided in the User Guide. Please contact our customer service representatives if you need another copy of the User Guide or require assistance with the set-top box.
If you use a set-top box with your service, all of the features on your television should continue to operate. For example, if your TV has the “picture-in picture” feature, it should continue to operate the same as it would without the use of a set-top box. Please contact our customer service department if you encounter any problems with this or any other features on your TV. Cable Cards allow a “Digital Cable Ready” TV to receive digital and high-definition programs without the use of an adapter or set-top box. In order to use it, your TV must be designated as “Digital Cable Ready” by its manufacturer and must have a REV Cable Card activated. The card must be inserted into the Cable Card slot built into the TV and once authorized, it will de-scramble the encrypted digital signal provided by REV. Note that the current cable cards are “one way” so they do not support two-way interactivity. They are unable to access interactive program guides (IPG), Parental Controls, Video Demand (VOD) services, TV Caller ID & DVR functionality.
Please also be aware that the remote provided with the set-top boxes used in conjunction with providing REV’s digital service can act as a “universal remote” in that you can control not only your set-top box, but also your TV and Your privacy rights & other information as an REV customer.
CAPITAL REGION CUSTOMERS ONLY
Prior to June 2018 customers that subscribed to REV’s Basic Plus TV service, could receive all the channels simply by connecting the coax cable directly to the connector on your television set. No set-top box required.
REV+ CUSTOMERS ONLY
Must provide a compatible streaming media device to access the REV+ Pay-TV service and App. Visit letsrev.com for the latest list of streaming media devices compatible with the REV+ Pay-TV service. This list is provided for information purposes only and is not a guarantee or warranty by us that the listed device will work with the REV+ Pay-TV service. By using the REV+ Pay-TV service and App, you agree to look solely to the entity that manufactured or sold you the device for any issues related to the device and its compatibility with the REV+ Pay-TV service.
PREFERRED CARRIER FREEZE OPTION
In order to prevent your Long-Distance provider from being changed without your consent, REV can establish a Preferred Interexchange Carrier (PIC) Freeze on your account at no charge. A PIC Freeze prevents a change to your preferred carrier selection unless you give us your express consent to remove the freeze. A PIC Freeze could result in a delay in changing to another carrier in the future. If you would like to add a PIC Freeze to your account, please call Customer Service at 1-866-811-4REV or visit letsrev.com/support/phone-support/.
BACK-UP POWER INFORMATION
If your home phone service is provided with our state-of-the-art fiber optic network, it requires electric power to operate. To avoid a disruption of home voice service during a power outage and to maintain the ability to connect to 911 emergency services, REV provides you with an 8-hour battery backup at no charge. Upon request, REV can provide equipment for 24-hour battery backup at your expense.
WHAT YOUR BACKUP BATTERY CAN AND CAN’T DO FOR YOU
The battery backup provided by REV must be kept connected to a power source so that it maintains a charge. This will allow you to continue to use your home voice services during a power outage. The battery provided at no charge by REV is expected to last at least 8 hours on standby power. If you elect to purchase equipment necessary for 24-hour battery backup directly from REV, such equipment is expected to last at least 24 hours on standby power. Cordless phones, home security systems, the internet, medical monitoring devices, routers and other equipment are not powered by the REV battery backup during a power outage.
INSTRUCTIONS FOR PROPER CARE AND USE OF YOUR BATTERY
Because environmental factors such as temperature can shorten the battery’s life, REV technicians make every effort to install the battery backup under proper usage and storage conditions for the environment where the battery is stored. The 8-hour battery backup provided to you by REV will last approximately 5 years. REV will maintain and replace the 8-hour battery backup should it stop working. The 24-hour battery backup purchased from REV will last approximately 3 years. REV provides a limited warranty of 3 years for any 24-hour battery backup purchased directly from REV. If your services stop working, if your 8-hour battery backup starts to make a beeping sound or the green light is out, or if your 24-hour battery backup starts to show a red LED indicator light, please verify that it is plugged into an electrical outlet. If your services are not restored, or if the beeping or red light continues, please call our business office at 1-866-881-4REV. You should also periodically, as described in the instructions included with your battery, remove and test your battery to verify both the operation of the backup battery and its condition.