FREE Technical Support is available 24 hours a day, 7 days a week. We strive to provide convenient, comprehensive and prompt support to all our customers. If you find yourself having difficulties with any of our services, please feel free to contact us for help.
Television & Phone Support
Business Hours: Monday – Friday
104 E 7th St Sycamore, OH 44882
Phone # 419-927-6012 / Fax # 419-927-2990
Contact Sycamore by Email – email@example.com
What is CPNI ?
Customer Proprietary Network Information (CPNI)
How We Obtain Information and How We Use It
Generally, the information we obtain from you is necessary to provide you with the services you already subscribe to, and to design and offer new services for your future use. For example, we need to know your name, address, and the services you subscribe to in order to provide and bill for your phone service. When you call us, we may access your account records and refer to your bill, calling patterns, and other information we have to answer your questions or to recommend the best services to fit your needs.
Disclosure of CPNI
We may access your CPNI to offer you: (i) services of the type you already purchase from us, and (ii) the full range of products and services available from us that may be different from the type of services you currently buy from us. In addition to the local telephone services, our services include long distance, and Internet services. If you already subscribe to one of these service categories, we may use your CPNI to market additional services within that category without first seeking your approval. Use of your information will permit us to offer you a package of services tailored to your specific needs. We may also share your information with our affiliates who already provide services to which you subscribe. We are not required to seek your approval before sharing your CPNI with these affiliated companies for this purpose.
At times, we may wish to use your CPNI to offer you services that are different from the types of services you already buy from us or our affiliates. You must notify us if you do not want us to use your CPNI in this way. Such notice is called “opting out.” To “opt out,” you must contact us in writing or by calling 419-927-6012 within 30 days of receiving this notice. If you do not contact us within 30 days, we will assume that we have your permission to begin using your CPNI to offer services different from those you currently purchase from us or our affiliates.
Your decision will remain effective until you change it by notifying us in writing or by calling our business office. Please be aware that if you choose to “opt out,” your services will not be affected in any way.
Disclosure of CPNI to Unaffiliated Third Parties
In the future, we may wish to disclose your CPNI to unaffiliated third parties with whom we have a business relationship so that they can provide you with products or services that may fit your needs. If we enter into such relationships, we cannot disclose CPNI to such third parties without your “opt in” consent, which means that you must expressly allow us to share your CPNI in such a manner. We will notify you before we disclose your CPNI to such third parties and provide you with the ability to provide your consent in writing. You should also note that if we release your CPNI to such third parties, they will be legally obligated to keep your CPNI confidential. As with “opt out” approval, your decision will remain effective until you change it by notifying us in writing or by calling our business office, and your decision will not affect your services in any way.
We may provide account information to collection agencies when customers do not pay their bills. We restrict the use that can be made of this information to collection activities for our charges and for the charges we bill for others.
We may also use CPNI to protect customers, employees, or property, such as to investigate fraud, harassment, or other types of unlawful service activities involving us or carriers we do business with. In some cases, we may need to provide this information to the government or others who make a lawful demand for it.
We may provide CPNI to regulatory or administrative agencies so that they can accomplish their regulatory tasks (e.g., responding to a customer complaint) or to maximize the efficiencies of our own processes (e.g., ensuring mailing addresses are correct). Other disclosures will be driven by legal requirements imposed on us. We must comply with “legal process,” such as a subpoena or court order or other similar demand, associated with either criminal or civil proceedings.
If we or any of our affiliates or subsidiaries are acquired by another entity or merge with a third party, our customers’ personally identifiable information may be transferred as part of the transaction.
You may find it convenient to allow us to provide CPNI to someone else in your household or business. We will be able to honor your request upon written authorization from you. Please contact us for an authorization form.
We may update this policy from time to time when necessary to comply with state and federal law, or to inform you of changes to our own CPNI policies. We will send you an updated policy and obtain any additional required approval before using your CPNI in a manner different than we have outlined here.
Telephone Bill of Rights
The Public Utilities Commission of Ohio (PUCO) is a state agency that has authority over many aspects of the service provided by your telephone company including rates and quality of service.
This “bill of rights” summarizes some of the PUCO’s rules for telephone companies. For more detailed information, please contact your telephone company or the PUCO. Click here for a complete text of the Minimum Telephone Service Standards.
If you have a question about your telephone bill or service, contact the phone company first. You may call or send a letter to the company. The telephone number to your phone company is printed on your bill. It is also in your local telephone directory, along with an address to the company.
If your concern is not resolved after contacting a customer service representative, ask to speak with a supervisor. If your problem is still not resolved, contact the PUCO consumer call center for help or file your complaint online. Either way, the call center staff will review rules with you, advise you of your rights, and if needed, will work with you and the company to try to solve your problem.
You may reach the PUCO at:
(800) 686-PUCO (7826) (toll free)
(800) 686-1570 (toll free) for TDD/TTY
(614) 466-8180, from 8:00 a.m. to 5:00 p.m. weekdays
Public Utilities Commission of Ohio
180 East Broad Street
Columbus, Ohio 43215-3793
If the PUCO is unable to resolve your dispute informally, or you are unsatisfied with the resolution, you may file a formal complaint with the PUCO. If you choose to file a formal complaint, the PUCO will open an administrative law case which involves proceedings similar to those held in a court of law. To request a formal complaint form, call the PUCO at (800) 686-7826.
If you are a residential consumer, you may represent yourself in the formal complaint proceeding or hire an attorney to represent you. The OCC, as the legal representative for residential customers, may also assist you. Corporations must be represented by an attorney.
After you file a formal complaint form with the PUCO, the company is given an opportunity to respond to your complaint. Provided the PUCO determines that reasonable grounds exist for proceeding with your complaint, the PUCO will mail a notice setting a hearing date and time. The hearing will take place before a PUCO attorney examiner at the PUCO’s offices in Columbus. The attorney examiner may set a prehearing conference with both you and the company for one last attempt to resolve the matter informally before a formal hearing begins. The formal hearing is similar to a court hearing with a court reporter recording the proceedings. The hearing examiner will consider the testimony and evidence presented. You have the responsibility to prove the merits of the complaint. The PUCO will then review all the evidence and make a decision on the case.
When you order local service, your phone company will explain the choices available to you. These choices will include different types of local service and any extra features you might want or need. The company will explain the cost of each option as well as how to use any special features.
If you receive federal or state benefits of any kind, be sure to tell your phone company. You may be eligible for low-income assistance which may include a discount on your basic local service, a waiver of service connection fees, a waiver of your deposit, and/or a special payment plan.
When you order your local service, you will be asked to choose a long-distance carrier. However, you do not have to choose a specific long distance carrier. You may want to have local-only service and to use other long distance options such as prepaid calling cards or a 10-10-xxx carrier. If you don’t want anyone to be able to make long distance calls from your phone, you should ask for a long distance block. You may also wish to ask the company if it has any other long distance protection.
You may want to request other blocking options such as blocks to 900 services, collect calls, third-party calls, or pay-per-use features. Some or all of these options are free of charge.
Some charges on your bill, including charges for basic service and some optional services, are approved by the PUCO. These charges are called regulated charges. Basic services are necessary for your telephone to operate. Your phone will work without optional services, such as call waiting, three-way calling, and caller ID.
Other charges on your bill are unregulated and do not require PUCO approval of the rates. Charges in this category are for some services or products that you can get from the phone company or other sources. Examples of unregulated services or products would be voice mail, telephone sets, inside wire maintenance, or internet service.
When you order service and once each year, your phone company will provide you with a free directory(ies), unless the company chooses to provide directory assistance free of charge. The front of your directory will provide information such as: emergency numbers, the phone number of your local phone company, locations where you can pay your bill, an explanation of your local calling area or a phone number to call to get this information, and your responsibilities regarding inside wiring. You have a right to receive, upon request, a directory or directories listing all of the extended area service (EAS) numbers within your local calling areas.
Your local telephone company may charge you an installation or “service connection” fee when you first establish service and each time you transfer service to a new address. You have the right to spread the payment of these charges over three months.
Your local or long distance phone company may require you, as a new or existing customer, to pay a cash deposit if you do not pay your bill on time or if you do not have credit established with the company. Your telephone company has a policy to determine your credit status and when you will have to pay a deposit.
The company may look at your credit history when deciding whether or not to require a deposit. However, a deposit may not be based upon where you live, your race, your gender, or your marital status.
A deposit is not required if another person, acceptable to the telephone company, will guarantee payment of your local service.
If you are already a customer, you may be required to pay a deposit if you make two or more late payments in a one-year period. A deposit for local service will be based only on your local usage. You may also have to pay an additional deposit for long distance service.
After you have paid a deposit, the company must refund your original deposit amount plus simple interest if you pay all your telephone bills on time for the following twelve months. If you pay a deposit, you still have to pay your telephone bill on time. Your deposit cannot be used to pay a current bill. Your deposit will be applied to an outstanding account balance only after you stop service at your current address.
Your local phone company may offer a variety of pay-per-use features, such as automatic callback, three-way calling, name and number delivery, and repeat dialing. Often these are automatically available to you. All you have to do is activate the feature and pay for its use on an as-used basis. Before you use a feature, check with you local phone company to see how much the feature costs for each use. If you wish to block access to pay-per-use telephone features on your line, call your local phone company. Blocking for these features should be free.
You have the right to prevent your phone number from appearing on a caller ID device. Two options are available to you. You may block individual phone calls by using per call blocking. You simply dial *67 from your touchtone phone (rotary – dial 1167) before dialing the number you wish to call. Per call blocking is free.
For a monthly fee, you can use per line blocking which blocks all calls automatically. The charge for this service will not be more than the charge for nonpublished number service. Per-line blocking is free to customers with a nonpublished number. If you wish to have per-line blocking, you should contact your local phone company and request it. If you use this service, you can unblock individual calls by dialing *82 (rotary – dial 1182).
Due to technical limitations, either service (per-call or per-line blocking) may not be able to block the appearance of your phone number on caller ID devices when you call an “800” number.
Your local phone company must provide adequate service at rates approved by the PUCO. The company must provide you with its rates upon your request.
When you order new service, the company has to install the service within five business days or on a later day if you request. If the company does not provide service within this time frame, you may receive a full or partial waiver of installation charges.
The company will bill you monthly for service. Each bill must show: (1) all charges for regulated and any unregulated services that may appear on your bill; (2) an itemized listing of and charges for long distance calls; (3) an itemized listing for all charges for “900” and other pay-per-call services; (4) the total amount due; and, (5) the date when your payment must be received by the company before the bill is considered past due.
If you disagree with the charges shown on your bill, you should contact your telephone company. If you have a billing dispute, the company will not disconnect your service if you pay the undisputed portion of the bill. While the complaint is being investigated, you must pay all current undisputed bills and continue discussion with the company to settle the complaint.
If your telephone service is not working, call your company’s repair office immediately. If the telephone company takes more than twenty-four hours to fix your phone service, you may receive a credit on your bill for that day. If you are without telephone service for more than forty-eight hours, additional service credits may be applied to your account by your local telephone company. If you do not see a credit on your next bill, you should contact the company to see when your bill will be adjusted.
Your local service provider must always act quickly and responsibly in responding to reports of out-of-service conditions. Your local service provider is required to have procedures that prioritize the restoration of service to customers with special needs, including police and fire stations, hospitals, key medical personnel, and subscribers with medical or life-threatening conditions.
If a medical or life-threatening situation exists in your household, you should let your local service provider know of your circumstances. You should find out from the company what you need to do to be placed on their priority restoral list. Even if you are placed on the company’s priority restoral list, the restoration of your service may take longer than you expect.
Therefore, you should consider alternative means of communication during any period you are without service.
Your local company must provide you with a four-hour window for scheduling an installation or repair appointment. If you do not need to be present at the premises when the company repairs service, the company will give you a commitment time for having the repair done.
If the company does not show up for your scheduled installation appointment, you may be eligible for an automatic waiver of at least one-half of the installation charges. If the company fails to meet your repair appointment or commitment you may be eligible for an automatic credit on your bill in the amount of one-half months charges for any regulated local services not working as a result of that failure.
Paying for Your Service
You must pay for regulated charges and any required deposit by the due date on your bill. The due date has to be at least fourteen days after the postmark on your bill. In order to get a final bill, you must tell the company when you are moving and need to have service shut off or transferred to another address.
If you have been undercharged, the company will bill you for the difference between what you were actually billed and what you should have been billed. You will be given at least the same number of months to pay as the time period over which the billing error occurred.
If you have been overcharged for phone service, you will get a refund or a credit on your future bills. The company is required to pay interest on any overpayment that was made because of an overcharge.
The phone company will send you a bill every month and allow you at least 14 days to pay it. If you do not pay your bill on time, the company may disconnect your service. Before disconnecting your service, the phone company must send you a disconnect notice at least seven days before the shut-off date.
If you cannot pay your entire bill, contact the phone company. You may be able to keep part of your service if you pay enough to cover the charges for basic phone service, or you may be able to work out a payment plan with the company to keep your service.
Be aware that payment to an unauthorized payment agent does not guarantee same day posting to your payment.
Your service cannot be disconnected after 12:30 p.m., if the possibility of service reconnection on the next day is not a possibility. Should your service be disconnected, contact the company to find out what you need to do to have it restored.
You may have to pay a fee and/or a deposit to have your service reconnected.
Toll blocking, along with other blocking services, are available to help manage your bill. To learn more about blocking options such as blocks to 900 services, collect calls, third party calls, or pay-per-use features, contact your phone company. Some or all of these options are free of charge.
If you have a billing dispute, and you have made an informal or formal complaint to the PUCO, the company will not disconnect your service if you pay the undisputed portion of the bill. While the complaint is being investigated, you must pay all current undisputed amounts and continue discussion with the company to settle the complaint.
If your questions regarding a disconnection notice are not resolved after calling the telephone company:
residential and business customers can call the PUCO
residential and business customers can file a formal complaint with the PUCO with a request to delay disconnection of your service until after the formal complaint hearing.
The following are some recommendations on how to deal with obscene or harassing calls:
say hello only once;
do not talk or listen;
hang up gently so as not to let the caller know you are angry or upset; and
write down the date and time of the call.
If the calls continue, contact your phone company. If you receive a threatening call, report it to the police immediately.
The company may be able to offer you additional tips on how to deal with the harassing calls. The company may place a trace on your line to determine who is placing the calls. The caller may then be warned of potential legal action and possible disconnection of phone service if the calls continue.
Some companies now offer a service that permits you to dial a code to automatically trace the number of a caller. You must follow up with the phone company if you use this service. Contact your local company to see if it offers other call management tools that can help you deter unwanted calls of any type.
If you do not want to get calls from telemarketers, you can ask to be placed on a “do-not-call” list by writing to:
Telephone Preference Service
Direct Marketing Association
P.O. Box 9014
Farmingdale, NY 11735-9014
You may register with them by sending your name(s), home address, and home telephone number (including area code) and signature in a letter or on a postcard.
If you do not want to get telemarketing calls from your telephone company, contact the company and ask to be placed on a “do not call” list.
Local phone companies are responsible for providing and maintaining service leading up to your home or business. You are responsible for maintaining and repairing the wire and equipment inside your home or business. You may contract with the company to maintain or repair your inside wiring and/or equipment, but you are not under any obligation to do so.
When repairs are needed, you can pay the company to service the equipment, hire someone else to do the work, or do the work yourself. If you rent, you should check with your landlord prior to scheduling any repairs.
If you choose an inside wire maintenance plan with the phone company, your company must give you a 10-day “cooling off” period to allow you to change your mind about whether to keep the maintenance contract for inside wiring. You will not be charged for the plan if you cancel during this 10-day period.
You may buy or lease your telephone. Leasing may offer certain benefits such as free replacement or repairs, but you may find that buying your phone is the cheapest alternative for you.
When you place calls from public pay phones as well as from hotels, hospitals, and airports, you may reach an alternative operator service (AOS) provider. AOS services include handling of collect calls, third number billing, and even calls billed to telephone company calling cards. AOS providers pay businesses a fee or commission for each operator-assisted call placed. As a result, the cost for a call placed through an AOS is often higher than the cost for a call placed through a local telephone company or your long distance company.
Prior to making your call, you have the right to find out which operator service will be placing the call and all charges for that call. If you are not satisfied, hang up and you will not be charged for the call.
If you want to use your own long distance company, call the company directly to find out how to use its service away from home.
You have the right to choose your local and long distance providers. No one has the right to change your company without your permission. If this happens, it is called slamming. If you are slammed, you must contact your chosen company to re-establish service with that company. You must also contact the company which slammed you to cancel service with them and to arrange any credits or refunds. If you are not satisfied after these calls, contact the PUCO.
What exactly do viruses do? Some simply display odd messages or images. Many — including the famous Melissa virus — perpetuate themselves by sending infected messages to everyone in a user’s e-mail address book. Others gobble memory or storage space, making systems sluggish. Some corrupt files — for instance, changing spreadsheets or chewing up text documents — or erase them entirely. Some alter Web pages. Some reformat hard drives, block user access, or cause systems to freeze. A few disable security measures or open secret “holes” into computer networks, providing hackers with easy access.
Like their biological counterparts, computer viruses can spread fast, attack systems silently, and cause a great deal of pain. In January 2003, the SQL Slammer worm circled the globe in less than an hour, infecting 75,000 computers in 10 minutes. Slammer, which paralyzed computers running Microsoft SQL Server 2000, temporarily shut down South Korea’s telephone system, knocked out thousands of Bank of America automatic-teller machines, and slowed credit-card transactions worldwide.
How much financial damage can viruses cause? It’s tough to find reliable numbers about the costs of virus attacks because some effects — for instance, decreased productivity and unrealized business opportunity — are tough to quantify. In addition, many companies simply won’t share information about security-related losses.
Following are several ways you can prevent or minimize the impact of virus attacks in your business:
Install antivirus software on every computer. That includes laptops and PCs in remote offices. Encourage employees to use antivirus programs at home as well, especially if they use their own computers to connect to your network. In addition, consider protecting e-mail gateways with software that automatically blocks all incoming messages carrying executable code — but keep in mind that those filters may also capture legitimate business communications with harmless attachments as well.
Keep antivirus programs current. With new viruses popping up regularly, it’s critical to make sure you’ve got the latest protection. Most leading solutions can be set to periodically update themselves online; you can also do the job manually to respond to new threats.
- Always delete junk e-mail messages — ads, jokes, chain letters — without opening them. More than 85 % of viruses infect businesses via e-mail, according to the International Computer Security Association’s (www.icsa.net) annual Virus Prevalence Survey released in March 2003.
- Never open e-mail attachments from strangers. And even those from people you know should be scanned with software that might spot viruses forwarded unintentionally.
- Be selective about downloading and installing software. Know the source and scan the files before running any new program.
- Get knowledgeable about pranks and hoaxes. Phony virus alerts waste almost as much time as the real thing. When you get a forwarded e-mail message breathlessly proclaiming some new threat, check it out at Vmyths (www.vmyths.com) or on other virus information sites before responding.
- Regularly update Microsoft products. Many viruses attempt to exploit vulnerabilities in Windows, Outlook, Internet Explorer, and other products by the giant software empire. Microsoft’s security page (www.microsoft.com/security/) provides alerts, “patches,” and advice for both home and business users.
- Back up. Back up. Back up. At work, store files on both PC and network hard drives. At home and on the road, copy important files to CDs or floppies. Begin backing up entire systems nightly or weekly, perhaps storing an extra copy of critical information offsite. Look into Web-based storage services such as Connected Corp. (www.connected.com), Easyspace’s Easyarchive (www.easyspace.com/services/easyarchive.html), and Elephant Backup (www.elephantbackup.com).
Network Management Practices
In the interest of providing the best online experience possible for all of our customers, we utilize reasonable network management practices tailored to achieve legitimate network management purposes. Because bandwidth is a limited resource for broadband Internet service providers, it is essential that we reasonably manage our network to promote the use and enjoyment of the Internet by all of our customers. By engaging in reasonable and responsible network management, we prevent our customers from being subjected to the negative effects of spam, viruses, security attacks, network congestion, and other risks that threaten to degrade service. The network management practices employed by Sycamore are consistent with industry standards.
Sycamore does not employ any congestion management tools, practices and/or software on network traffic.
Sycamore does not make use of any application-specific network management practices. We do not favor, modify, inhibit, rate control or block any specific protocols, protocol ports or fields, or any applications or classes of applications.
Device Attachment Rules
In order for a device to be approved for use on the Sycamore network, the device must conform to publicly available industry standards and be non-harmful to our network.
Sycamore offers our customers unrestricted access to all of the lawful content, services, and applications available on the Internet. We use industry standard tools and generally accepted best practices and policies to protect our customers from spam, phishing, and other unwanted or harmful online content and activities. In the instances where these tools and policies identify online content as harmful or unwanted, the content may be prevented from reaching customers, or customers may be permitted to identify or inspect content to determine if it is harmful or unwanted.
To ensure email security protection for our subscribers, Sycamore has SecureIT services available for a minimal monthly fee. The SecureIT services available include automated spyware protection, automated virus protection, automated Windows updates, firewall protection, parental controls, and pop-up blockers for Internet Explorer.
The security measures employed by Sycamore to prevent the spread of viruses, malware, spam, harmful and unwanted content or other threats to consumers do not prevent end-users from running any applications.
Sycamore offers broadband Internet access service via Asymmetric Digital Subscriber Line (“ADSL”) technology. ADSL is a type of DSL broadband communications technology used for connecting to the Internet. ADSL allows more data to be sent over existing copper telephone lines when compared to traditional modem lines. A special filter, called a microfilter, is installed on a subscriber’s telephone line to allow both ADSL and regular voice (telephone) services to be used at the same time.
The advertised speed of Sycamore’s Internet service is the maximum speed achievable with the technology utilized. While the maximum advertised speed is attainable for end users, several factors may affect the actual speed of Provider’s Internet service offerings, including, but not limited to: the service package subscribed to by the customer, the distance of the consumer’s home or office from Provider’s central office (i.e., the further away the customer is from the central office, the slower the broadband speed), the end user’s computer, modem or router, activity during peak usage periods, and other Internet traffic.
Based on internal testing utilizing website speed testing and trace-route testing, the expected mean upload and download speeds of each of Sycamore’s service tiers during peak usage periods (i.e., between 7:00 p.m. and 11:00 p.m. on weeknights) are the advertised service speeds.
Latency on Sycamore’s network falls within industry standards.
The suitability of Sycamore’s broadband Internet access service for real-time applications, such as Voice over Internet Protocol (“VoIP”) and streaming video will be dependent on the service speed package to which the customer subscribes.
Sycamore does not offer any specialized services.
In order to meet the usage and budgetary needs of all of our customers, Sycamore offers several broadband Internet access plan options.
To see Sycamore’s current pricing on broadband Internet access service, please visit our website http://www.syctelco.com/Internet-Services.php or call (419) 927-6012 to speak with a customer service representative.
Early Termination Fees
If a customer previously entered into a service agreement with Sycamore for broadband Internet access service for a defined service term, and customer desires to terminate the service agreement prior to the expiration of that term, we may charge a reasonable early termination fee if such fee is clearly indicated in the service agreement.
Sycamore’s early termination fee is $200.
Sycamore’s Internet service is priced on a flat-fee basis (plus taxes). We do not charge end users a usage-based fee for Internet service.
The various network management tools and techniques utilized by Sycamore do not monitor, inspect or store the network activity and traffic of our Internet service users. Further, as part of our network management practices, we do not distribute information on network activity and/or traffic to any third party, or use network traffic information for any non-network management purpose.
Sycamore is required to comply with all relevant laws, regulations and governmental requests.
Sycamore’s network management practices as discussed herein are intended solely to provide the best online experience possible for all of our customers by safeguarding our network and its users from spam, viruses, phishing, and other unwanted or harmful online content and activities. Our network management practices are not intended, nor implemented, to block consumers from accessing the content and applications of their choice, deprive consumers of their entitlement to competition, or discriminate against or in favor of certain network traffic. End users with questions, concerns or complaints regarding Sycamore’s network management practices are encouraged to contact us for issue resolution.
If you have any questions regarding Sycamore’s Network Management Practices Policy or would like to file a complaint with us regarding our network management practices, please contact us at:
Sycamore Telephone Company
104 East 7th Street
Sycamore, OH 44882
Telephone Number: (419) 927-6012
Further, if you believe that Sycamore is in violation of the FCC’s Open Internet Rules, you may file either an informal or formal complaint with the FCC.
The Open Internet Rules, as adopted, and our Network Management Practices Policy are not intended to affect, alter or otherwise supersede the legal status of cooperative efforts by broadband Internet access service providers and other service providers that are designed to curtail infringement in response to information provided by rights holders in a manner that is timely, effective, and accommodates the legitimate interests of providers, rights holders, and end users.
Furthermore, the Open Internet Rules, as adopted, and our Network Management Practices Policy do not prohibit us from making reasonable efforts to address the transfer of unlawful content or unlawful transfers of content.