Things You Should Know
Using Your Cable Television Service
If you have a cable-ready television set, you should be able to receive the channels included in Giles-Craig Communications, Inc. Basic and Super Basic packages without the use of any added devices. If you are connecting your cable service directly to a cable-ready television set, please refer to the manual provided with the television for connection instructions.
If you are connecting your cable service to your television set through an added device such as a VCR, DVD, Blue Ray, gaming console or any other device not obtained from Giles-Craig Communications, Inc. please refer to the manual provided with the appropriate device for connection instructions.
If you wish to subscribe to additional services such as digital channels or premiums, you will need a set-top box or DVR which may be rented from Giles-Craig Communications, Inc. Connection and use instructions for these devices are available by selecting the device you are using. Please note that these devices also include a remote control that may programmed to function with most television sets using the programming code for your television set. These codes are generally available in the television manual.
If you are connecting your cable service to your television set through an added device such as a VCR, DVD, Blue Ray, gaming console or any other device not obtained from Giles-Craig Communications, Inc. please refer to the manual provided with the appropriate device for connection instructions.
If you wish to subscribe to additional services such as digital channels or premiums, you will need a set-top box or DVR which may be rented from Giles-Craig Communications, Inc. Connection and use instructions for these devices are available by selecting the device you are using. Please note that these devices also include a remote control that may programmed to function with most television sets using the programming code for your television set. These codes are generally available in the television manual.
Rental Equipment Manuals
Equipment Manuals are provided at the time of rental. You may download or view a copy using the links below.
Customer Privacy
Giles-Craig Communications, Inc. provides an Annual Cable Customer and Privacy Notification which contains important information concerning your cable television services. This is provided as a service to our customers and in accordance with Federal law and FCC regulations. To request a duplicate or replacement copy of this notice call our office at (540) 544-2288. To view the notice online click here.
Closed Captioning
Concerns regarding CLOSED CAPTIONING may be addressed by Postal Mail, Telephone, Fax, or E-mail as shown below:
Postal Mail:
Giles-Craig Communications, Inc.
P.O. Box 190
Pembroke, VA 24136
Telephone:
540-544-2288 (CATV)
Fax:
540-626-3290
Email:
pembroke@pemtel.net
Responsible Party:
Lisa W. Epperley, General Manager
Complaints regarding CLOSED CAPTIONING may be addressed using the same methods as shown above or directly to the FCC. Complaints must be filed with the cable operator (Giles-Craig Communications, Inc.) or the Commission (FCC) within 60 days of the captioning problem.
Postal Mail:
Giles-Craig Communications, Inc.
P.O. Box 190
Pembroke, VA 24136
Telephone:
540-544-2288 (CATV)
Fax:
540-626-3290
Email:
pembroke@pemtel.net
Responsible Party:
Lisa W. Epperley, General Manager
Complaints regarding CLOSED CAPTIONING may be addressed using the same methods as shown above or directly to the FCC. Complaints must be filed with the cable operator (Giles-Craig Communications, Inc.) or the Commission (FCC) within 60 days of the captioning problem.
Installation / Service Maintenance
- Application for service and payment of applicable fees required prior to initial installation. Fee for installation
- Installation and Maintenance work will be performed on an appointment basis.
- An estimate of any charges associated will be provided prior to scheduling.
- Giles-Craig Communications, Inc. employees will not enter your home to perform work unless a responsible adult over 18 years of age is present.
- Giles-Craig Communications, Inc. does not offer repair services for customer owned equipment such as televisions, VCR or DVD equipment, etc.
Policies & Conditions of Subscription
- Giles-Craig Communications, Inc. reserves the right to change our services and equipment, prices and fees at any time. We also reserve the right to re-arrange, delete, add to or change the services provided on our Cable service. In accordance with Federal and local regulations, we will notify you in advance of the change and inform you of the effective date.
- You may cancel your service at any time by calling or writing to us. Verification of identity in accordance with Federal CPNI regulations will be required.
- We reserve the right to terminate your service if you fail to pay your bill when it is due.
- We reserve the right to charge subscriber accounts for any rental equipment not returned at the time of termination for any reason. Equipment must be returned in good, working condition and with all accessories as provided at time of rental including remote control devices, electrical cords, user guides, etc.
- You may not assign or transfer your service to another party.
Unauthorized Reception of Cable Service
Federal and state laws make it a crime to receive, or assist another in receiving, any cable service without our express authorization. Violators face substantial criminal penalties including fines and imprisonment. In addition, we are entitled under the law to sue cable thieves in federal or state court and obtain injunctions and substantial damages. Reception of any cable service without our express authorization is prohibited.
Reporting a Problem / Complaint Procedures
At Giles-Craig Communications, providing high-quality customer care and technical service is our top priority. We endeavor to resolve any complaints concerning cable television or other services as soon as possible. Please use the following procedures to help us resolve your complaints:
Jill S. Williams, Office Manager
1-540-626-7111
Lisa W. Epperley, General Manager
1-540-626-7111
You may also contact your local franchise authority at the address shown below:
County of Giles
315 North Main St. Pearisburg, VA 24134 (540) 921-2525
County of Craig
P.O. Box 57 New Castle, VA 24127 (540) 864-5010
Town of Pembroke
P.O. Box 5 Pembroke, VA 24136 (540) 626-7191
- Contact our Customer Service Department at (540) 544-2288. Our business office is open weekdays from 9:00 am till 5:00 pm. An answering service may take your message at other times.
- During business office hours, you may speak with a Customer Service Representative (CSR). Our CSR will attempt to determine the nature of the problem. If the problem cannot be resolved over the phone, the Customer Service Representative will schedule a Service Technician to visit your home, usually by the next business day.
- If you do not call during our normal business hours, leave a complete message with the answering service, including your name, address, work and home telephone numbers, and a brief description of the problem. When possible, a Service Technician will be dispatched by the next business day to fix the problem. In other cases, we will contact you during normal business hours.
- Emergencies such as fallen trees or utility poles, violent storms, or very cold weather may interfere with cable or other services. We promptly dispatch our crews to correct any emergency. Please keep in mind that some emergency situations may affect a large service area, and it may take several days to resume full service to the entire area.
- We maintain complaint records for at least one year. Those records are available for inspection by the applicable local franchise authority and the FCC.
Jill S. Williams, Office Manager
1-540-626-7111
Lisa W. Epperley, General Manager
1-540-626-7111
You may also contact your local franchise authority at the address shown below:
County of Giles
315 North Main St. Pearisburg, VA 24134 (540) 921-2525
County of Craig
P.O. Box 57 New Castle, VA 24127 (540) 864-5010
Town of Pembroke
P.O. Box 5 Pembroke, VA 24136 (540) 626-7191
Broadcast Station Surcharge
The "Broadcast Station Surcharge" reflects the fees the owners of the broadcast television stations are entitled to charge for carriage of their signals.
Unlike cable networks, the broadcast television stations distribute their signals over the air. Under federal law, cable operators must obtain the broadcasters consent before retransmitting broadcast television stations and broadcasters may require the cable operator to pay for the signal. The broadcasters recent demands have created higher fees for this process known as "retransmission consent." This became effective July 1, 2009.
Each year the amount charged to us by the networks increases. This year that amount increased by 88% over last year. As a result of this, you will notice a fee for this on your monthly bill. The funds collected as “Broadcast Station Surcharge” are paid to the broadcast television stations who are charging those fees to Giles-Craig Communications, Inc. We do not profit from the collection of these added charges. The funds collected as "Broadcast Station Surcharge" are paid to the broadcast television stations who are charging those fees to Giles-Craig Communications, Inc. We do not profit from the collection of these added charges. If you have any questions, please feel free to contact our business office at 544-2288.
Local Franchising Authorities:
County of Giles
315 North Main St. Pearisburg, VA 24134 (540) 921-2525
County of Craig
P.O. Box 57 New Castle, VA 24127 (540) 864-5010
Town of Pembroke
P.O. Box 5 Pembroke, VA 24136 (540) 626-7191
Mandatory Accessibility Notice
To comply with FCC rules, Giles-Craig Communications must pass through audible emergency information on the secondary audio stream when it is provided for customers who are blind or visually impaired. Customers who are blind or visually impaired and receive cable service on an analog television set should contact Giles-Craig Communications at (540) 544-2288 or by email to pembroke@pemtel.net for more information or to obtain the necessary accessibility equipment at no charge.
To comply with FCC rules, Giles-Craig Communications must pass through audible emergency information on the secondary audio stream when it is provided for customers who are blind or visually impaired. Customers who are blind or visually impaired and receive cable service on an analog television set should contact Giles-Craig Communications at (540) 544-2288 or by email to pembroke@pemtel.net for more information or to obtain the necessary accessibility equipment at no charge.
