Voluntary Service Suspension

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1 Welcome to Customer Information for Norwood Light Broadband Digital Cable TV, Digital Telephone and High Speed Internet For service or support call or visit for on-line manuals, links and features for our High-Speed Internet, Digital Phone & Cable TV services. All Broadband bills are mailed around the first of each month, in advance. The due date is typically the 20th of the month. Your first bill will be prorated from the date of your installation to the end of the month. Payment can be made as follows: Regular mail. Norwood Light Department drop box or in person at 206 Central St. Town Hall drop-box or in person On-line at (fee required) Auto-pay through checking account Voluntary Suspension You can temporarily suspend your service for Seasonal purposes under the following conditions: Suspension must be for a minimum of 1 month All monthly fees will be suspended for the period designated by you A one-time fee of $25.00 is charged at the time of suspension Account must be current to qualify Changes or termination of your account You can change your package or services at any time with no change fee charged. If the change that you require necessitates NLB to visit your home, then a one-time fee will apply as described below. You can terminate your service at any time by returning the NLB equipment that was provided to you at the time of your installation to our office. There is NO FEE to discontinue service.

2 NLB Cable TV, Internet & Telephone Equipment NLB Cable Boxes enable customers to enjoy all of the features that we have to offer. We offer Standard Definition Digital Boxes, High Definition Boxes and HD/DVR boxes, as well as Cable Cards. The Cable Box allows access to 50 Music Choice channels, along with an Interactive Program Guide, Video on Demand, and Parental Controls. Customers with Flat Screen TVs built after May, 2007, can receive all of the Basic and Expanded on Demand channels without a Cable Box, If they choose. Customers can provide their own Modem and/or Wireless Router. All types of Wireless Routers are supported by NLB, along with the following Modems: Arris Modem Arris Modem/Wireless Router combo device Motorola Modem Motorola Modem Motorola Modem Motorola Modem Motorola Modem Motorola SBG 6580 Modem/Wireless Router combo device Customer & Complaints "The Local Guys" at Norwood Light Broadband pride themselves on providing the best local customer service in town. We can be contacted 24/7 at If you have a service or billing issue our customer service group will provide prompt attention to resolving the issue. You may also visit us in person at 206 Central St., Norwood, Monday - Friday 7:45 AM - 4:00 PM. In the unlikely event that we cannot resolve your problem in a timely manner, or if you are not satisfied with the resolution of your issue, you have the right to contact the local franchising authority: Board of Selectmen 566 Washington St. Norwood, MA x131 Installations, Technical s and Equipment Prices: Un-wired Home Installation Charges Initial Home Installation (Primary outlet only) $48.00 Customized Home Installation (Per Hour) $30.00 Additional Outlet at time of Initial Install $20.00 Additional Outlet at any other time $30.00

3 Pre-wired Home Installation Charges Initial Home Installation (Primary outlet only) $40.00 Initial Installation to Apartment/Condo (Primary outlet only) $30.00 Customized Home Installation (Per Hour) $30.00 Additional Outlet at time of Initial Install $10.00 Additional Outlet at any other time $20.00 Relocation of Outlet $20.00 Customer Equipment Connection Charges Install Home Amplifier at Initial Installation $15.00 Install Home Amplifier at any other time $20.00 Connection of VCR at Initial Installation $5.00 Connection of VCR at any other time $15.00 Other Equipment, per hour (games, stereos, etc) $30.00 Monthly Charges Basic Only Cable Box $2.50 Remote Control $0.30 Digital Cable Box $2.95 High Definition (HD) Cable Box $5.95 Dual Tuner DVR / HD Cable Box $9.95 Modem or Phone adaptor $2.95 Wireless Router $3.95 Protection Plan $2.95 Norwood Public Access Television Fee (only on Video) 5% Installations, Technical s and Equipment Prices continued: Transaction Fees Returned Check Fee $35.00 Late Fee (on overdue account balance) 5% Collection Fee at the door $29.00 Call Charges Hourly Charge (Customer owned equipment or education issue) $40.00 Changes Electronic Activation (no home visit required) $15.00 Change of (no home visit required) $0.00 Change of ( home visit required) $25.00 Seasonal Disconnect (no home visit required) $10.00

4 Seasonal Disconnect (home visit required) $25.00 Reactivation of to Overdue Account (no home visit) $15.00 Reactivation of to Overdue Account ( home visit) $25.00 Premium Channel Downgrade after 60 days $0.00 Premium Channel Downgrade within 60 days $0.00 Equipment Charges Unreturned or Damaged Set Top Box at Cost Unreturned or Damaged Remote Control at Cost Cost Cost NORWOOD LIGHT BROADBAND RESIDENTIAL PACKAGES AND RATES High-Speed Internet (22 Mbps) & Basic Cable TV Basic Cable TV High-Speed Internet (22 Mbps) & Unlimited Telephone Telephone Unlimited local & long distance in U.S. and Canada. $59.99/mo. $59.99/mo. Your Choice Double Play:... $84.99/mo. Cable TV with High-Speed Internet (22 Mbps) OR Cable TV with Unlimited Telephone With your choice of: OR Telephone - Unlimited local & long distance in U.S. and Canada. Triple Play: Cable TV, Internet & Telephone... $104.99/mo. Telephone Unlimited local & long distance in U.S. and Canada. HD/DVR Cable TV & Extreme Internet (75 Mbps): 1 HD/DVR Converter Extreme High-Speed Internet (75 Mbps down, 30 Mbps up) $99.99/mo.

5 HD/DVR Cable TV, Extreme Internet (75 Mbps) & Phone 1 HD/DVR Converter Extreme High-Speed Internet (75 Mbps down, 30 Mbps up) Telephone Unlimited local & long distance in U.S. and Canada. $119.99/mo. CABLE TV: CABLE TV A La Carte SERVICES Basic Cable TV 33 crystal-clear channels On all TVs in home $17.95/mo. Expanded on Demand Cable TV... $64.95/mo. All of the most popular Cable and Network channels Video-on Demand, Music Choice & Interactive Program Guide Digital Deluxe Cable TV... $79.95/mo. Over 200 Digital Cable & Network channels, including Encore Video-on Demand, Music Choice & Interactive Program Guide Digital Deluxe tier added to Basic or Expanded Digital Plus tier added to Basic, Expanded or DD Premium Movie Channel Packages: HBO Showtime/TMC Cinemax Starz Encore Playboy Channel International Channels TV5 France ART ARABIC RADIO & TV RAI ITALY RTN RUSSIA TVK KOREA TV ASIA Hindi/SOUTH ASIAN ZEE TV Hindi TV JAPAN CCTV Mandarin CTI/ZHONG TIAN Mandarin SBN VIETNAMESE TFC Philippines ANTENNA TV Greece TV Globo Brazil $17.95/mo. $4.95/mo. $19.95/mo. $13.95/mo. $13.95/mo. $10.95/mo. $ 5.95/mo. $ 9.95/mo. $12.95/mo. $ 7.46/mo. $12.95/mo. $25.00/mo. $ 7.62/mo. $11.95/mo. $11.95/mo. A la Carte prices do not include taxes, fees or equipment. No contract required.

6 HIGH-SPEED INTERNET MONTHLY RATE Internet Lite 3.5 Mbps download X 1 Mbps upload $ Standard High Speed Internet 22 Mbps download X 8 Mbps upload $ Extreme High-Speed Internet 55 Mbps download X 30 Mbps upload $ Wicked fast Internet 80 Mbps download X 40 Mbps upload $ DIGITAL TELEPHONE UNLIMITED LOCAL & LONG-DISTANCE Unlimited Plan - Unlimited Calling in the US & Canada - 15 calling features included. Keep your same phone number. MONTHLY RATE $ nd Unlimited Telephone line $ Separate Fax Line $ Taxes, fees and equipment are not included in the Monthly Prices. A $3.18 monthly programming fee applies on all Video services and Video packages, except Basic Cable TV. NLB modem rental fee of $2.95/mo. and Wireless Router rental fee of $3.95/mo. also additional. Save money by providing your own equipment! Internet speeds vary and are not guaranteed. Broadband service is not available in Windsor Gardens or Olde Derby Village. Senior discount for customers 62 years old or older - $2.00/mo.

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