Alaska Communications Consumer Service
These policies apply to internet, telephone, and other consumer grade services and facilities furnished by Alaska Communications’ local exchange companies. Any provision included in these policies may be revised by posting on Alaska Communications’ website at www.alaskacommunications.com/ServicePolicies (the page you are currently viewing). Capitalized terms not defined in these policies have the meaning specified in the Terms & Conditions to which they are attached.
ii)Residential v. Business Service
a. Determination of whether Service should be classified as business or residential will be based upon the character of use, regardless of the type of premises.
b. Business rates apply where use is primarily or substantially of a business, professional, institutional, or otherwise occupational nature.
c. Residential rates apply where use is primarily of a social or domestic nature.
iii)Technology and Service Installation
Alaska Communications may determine the technology and manner of providing Service consistent with applicable law.
iv)Request for Service
An initial request for Service may be made by calling Alaska Communications’ Contact Center or on its website. Requests from an applicant or applicant’s agent for additional Service or equipment, may be made orally or in writing and, upon approval, or installation of Service, become part of the initial request.
a. Alaska Communications will attempt to establish Service to existing facilities within the timeframe identified to the customer when the request for service that has been accepted by Alaska Communications.
b. SERVICE DELAY. When service cannot be provided within a reasonable period of time, Alaska Communications will notify the person making the request of the delay.
The initial or minimum period for Service is 30 days unless a longer period is noted.
vi)Cancellation of Request
If a request is cancelled prior to the start of installation of Service, charges for service or installation will not be applied except for those that are specifically covered by the applicable agreement. Installation is considered to have been started when Alaska Communications incurs any expense in the connection or preparation of service, which would not have been incurred otherwise, provided that Alaska Communications has accepted the request.
vii)Establishment of Credit
Alaska Communications is not obligated to provide Service until arrangements have been made to alleviate any past due payments to Alaska Communications.
a. In order to insure the payment of all charges due for its service, Alaska Communications may require any customer to establish and maintain an advance deposit.
b. Upon termination of all services, the amount of a deposit will be credited to the customer’s account and any credit balance which may remain is refunded within 60 days of termination of service.
c. Alaska Communications may adjust the deposit requirements and billing cycles in a situation where the Service is deemed by Alaska Communications to be hazardous or temporary in nature.
All charges must be disputed within 60 days of an invoice date.
ix)Billing Customers for Taxes and Surcharges
Federal, State, local or borough surcharges, such as Federal Excise tax and franchise and sales taxes imposed upon Alaska Communications by any municipal corporation or other local taxing authority may be billed to customers. Any such surcharge amount will be separately stated and added to a customer's regular monthly invoice.
An invoice may be issued to a customer for any previously unbilled services and may include charges up to the prior 6 months. Customers desiring to discontinue their Service must notify Alaska Communications at least five business days prior to the requested date of discontinuance. Alaska Communications will hold the customer responsible for payment of all charges for service until the specified discontinuance date. Should a customer fail to advise Alaska Communications of a specified discontinuance date or vacate a service location, Alaska Communications will have the right to invoice the customer for services until the date of service is actually discontinued.
Delinquent accounts are accounts that owe any amount to Alaska Communications after the due date of the invoice. A written message will be presented on all invoices with a past due amount. If payment is not received within 20 days of the second invoice date, Alaska Communications may temporarily disconnect service without further notice.
xii)Temporary Disconnection for Nonpayment
A notice informing a Customer their account is past due and that Service may be disconnected will be printed on all delinquent account invoices. The notice will advise the customer how to contact Alaska Communications. If service is interrupted for non-payment, the charge for the restoral of service must be paid prior to the service being re-established. During the period of interruption, regular monthly charges will continue to accrue.
xiii)Alaska Communications-INITIATED DISCONTINUANCE
Alaska Communications’ right to deny or disconnect service for cause, as outlined in this Policy, may be exercised whenever and as often as necessary. Neither delay nor an oversight by Alaska Communications in enforcing this rule will constitute waiver of Alaska Communications’ right to enforce the rule at another time as long as legitimate cause exists to deny or disconnect service. Prior to the scheduled date of disconnection, Alaska Communications will mail or deliver a written notice of its intent to disconnect service to the customer. A copy of the disconnection notice will simultaneously be forwarded to any third party designated by the customer on a service application.
xiv)Unsafe or Prohibited Facilities, Appliances or Apparatus
Alaska Communications may deny service to any applicant or customer, if any of the facilities, appliances or apparatus on the applicant’s premises are determined to be unsafe, or cause harm or hazard to Alaska Communications employees, facilities or the public, or if their use is prohibited under law, ordinance or regulation.
a. Alaska Communications may deny service on such premises until it determines that the applicant or customer has remedied the condition and/or complied with the laws, ordinances and regulations or legal requirements applicable to that premises.
xv)Abuse or Fraudulent Use
Alaska Communications may permanently deny or disconnect service because of abuse or fraudulent use of service. Abuse or fraudulent use of service may include, but is not limited to the following:
a. Using Alaska Communications services or facilities to transmit a message, locate a person or otherwise give or obtain information, without payment for service;
b. Obtaining, or attempting to obtain, or assisting another person in obtaining or attempting to obtain service by rearranging, tampering, or making connection with any Alaska Communications facilities, or by any trick, scheme, false representation, or false credit device, with intent to avoid payment for service;
c. Using Alaska Communications services or facilities for a call or calls, anonymous or otherwise, in a manner reasonably expected to frighten, abuse, torment or harass another;
d. Using Alaska Communications services in such a manner that unreasonably interferes with the use of the service by one or more other customers;
e. Using profane or obscene language;
f. Impersonating another with fraudulent intent; and
g. Excessive increase in volume as determined by Alaska Communications.
In the case of emergency where the public interest requires immediate action or pursuant to governmental requirements, service may be disconnected without notice.
xvii) Submission of a Complaint
A complaint may be oral or in writing. A written complaint may be mailed to: Alaska Communications Systems, Mail Station 29, 600 Telephone Avenue, Anchorage, Alaska 99503.
xviii) Disposition of a Complaint
All complaints shall set forth the name, address and telephone number of the customer, the nature of the complaint, supporting facts, including pertinent dates and the remedy requested. A customer’s service will not be disconnected for non-payment of the portion of an invoice under dispute pending investigation by Alaska Communications. After a complaint’s receipt, a response will be sent to the customer outlining the complaint, Alaska Communications’ finding, any applicable Policy rules, regulations, statutes or Alaska Communications policy and the action to be taken to resolve the complaint. If, after investigation by Alaska Communications, the complaint remains unresolved, and charges related to the complaint remain unpaid, Alaska Communications may disconnect Service.
xix) Changes in Telephone Numbers
The assignment of a number to a customer’s telephone service will be made at the discretion of Alaska Communications. The customer has no propriety right in the number, and Alaska Communications may make such reasonable changes in the telephone number. Alaska Communications will give reasonable notice to a customer who may be affected by such changes in telephone numbers.
xx)Non-Published Telephone Numbers
a. A customer may request that the telephone number associated with their service only be published in Alaska Communications records containing such information that is available to the general public. If a customer makes such a request, Alaska Communications will take reasonable precautions to not provide the number in its directory listings that are provided to publishers.
b. Customer releases, indemnifies and holds harmless Alaska Communications from any and all loss, claims, demands, suits or other action or any liability whatsoever, whether suffered, made, instituted or asserted by the customer or by any other person, caused or claimed to have been caused directly or indirectly by the publication of such a telephone number by directory listing publishers.
xxi)Obligations of Alaska Communications
a. Alaska Communications’ obligation to provide service is dependent upon its ability to secure and retain, without unreasonable expense, suitable facilities and rights for the construction and maintenance of necessary circuits and equipment.
b. Except where designated by law, the type of construction and facilities (direct burial, underground conduit, or aerial) is the prerogative of Alaska Communications. Where facilities beyond those normally required are provided to satisfy a customer request, not specifically covered in this Policy, charges based on the additional costs incurred will apply. When the construction of certain facilities is necessary for the furnishing of service, the ownership of such facilities will be assigned to Alaska Communications, even though all or a part of the cost of construction is borne by the customer. Alaska Communications will notify an applicant or customer of any service connection or installation charges that will be applied to their invoice prior to connecting or installing service. Alaska Communications will inform an applicant or customer of the estimated initial invoice for service and all other applicable charges. Alaska Communications has the right to enter or exit a service location at all reasonable hours for any purpose reasonably connected with the furnishing of telephone service and to exercise any and all rights secured to it by this Policy. Alaska Communications employees, whose duties require them to enter a service location, will carry identification cards. All telephone equipment and apparatus provided by Alaska Communications will be carefully used and will not be moved or removed from the service location except by an authorized representative of Alaska Communications. Alaska Communications has the right to modify its network as technology becomes obsolete. Technology modifications may change services such that applications will no longer function.
c. Alaska Communications will exercise due care in connection with all work done at a service location. No liability will attach to Alaska Communications by reason of any defacement or damage to the service location resulting from the existence of the Alaska Communications’ apparatus and associated wiring at such locations, or by installation or removal, unless such defacement or damage is the result of the sole negligence of Alaska Communications.
d. All equipment necessary for the provision of a given service will be furnished and owned by Alaska Communications except as provided elsewhere in this Policy. An applicant or customer may be required to provide suitable housing or an enclosed building area with Alternating Current (AC) power to Alaska Communications’ equipment. Where applicable, an applicant or customer will be required to furnish a ground which meets Alaska Communications’ specifications and/or the National Electrical Safety Code.
xxii) Obligations of Customer or Service Location Owner
When a customer or service location owner orders installations which cannot be completed during scheduled working hours, they may be required to pay overtime charges. Such overtime charges will be the actual overtime rate of pay of the installer, and will be in addition to nominal installation charges. A customer or service location owner must agree, orally or in writing, to all overtime charges prior to the performance of any overtime work by Alaska Communications. When a customer or service location owner requests Alaska Communications to initially install, relocate, rearrange or change outside facilities from one type to another the cost of constructing the new facilities and removing the old facilities will be the responsibility of the customer or service location owner with consent of the owner, if applicable. A customer or service location owner will be held responsible for loss of or damage to any facilities or equipment furnished by Alaska Communications, unless such loss or damage is determined to be beyond the customer or service location owner’s control.
xxiii) Connection to Customer-Provided Facilities, Equipment and Communications Systems
a. Customer-provided facilities, equipment and/or communications systems may be connected to Alaska Communications facilities for use of one-party service in compliance with Part 68 of the Federal Communications Commission’s Rules. Where Service is used in connection with customer-provided equipment, facilities and/or communications systems, the operating characteristics the facilities, equipment and/or communications systems must not interfere with any of the services provided by Alaska Communications. Satisfactory performance of the network requires continuing functional compatibility of the network control signals and the switching equipment involved. Use of customer-provided facilities, equipment and/or communications systems may not endanger the safety of Alaska Communications employees or the public; damage, require change in or alteration of, the equipment or other facilities of Alaska Communications; interfere with the proper functioning of Alaska Communications’ equipment or facilities, impair the operation of the public switched telephone or broadband network or otherwise injure the public in its use of Alaska Communications’ services.
b. Upon written notice from Alaska Communications that customer-provided facilities, equipment and/or communications systems is causing or is likely to cause a hazard or interference with Alaska Communications’ services, Customer will perform all necessary changes to remove or prevent such hazards or interference within 5 business days or make arrangements with Alaska Communications for service locations off the road system. Customers will be notified in advance wherever possible of their responsibility for the payment of all Alaska Communications charges for visits by Alaska Communications to the service location where a service difficulty or trouble report results from customer-provided facilities, equipment and/or communications systems.
c. Alaska Communications is not responsible for the installation, operation, or maintenance of any customer-provided facilities, equipment and/or communications systems.
d. Alaska Communications is not responsible for the through transmission of signals generated by customer-provided facilities, equipment and/or communications systems or for the quality of, or defects in, such transmission or the reception of such signals. Alaska Communications is not responsible if changes in the criteria contained in this Policy or in any of the facilities, operations or procedures of Alaska Communications render any customer-provided facilities, equipment and/or communications systems obsolete or require modification, alteration or otherwise affect its use or performance. Alaska Communications will take immediate action when necessary to protect the network and will notify a customer of any customer-provided facilities, equipment and/or communications systems that are in violation of this Policy.
e. To conform with Part 68 of the Federal Communications Commission Rules, only registered or grandfathered type equipment, apparatus, circuit wiring or device shall be connected with the facilities furnished by Alaska Communications’ network, except as provided in the Policy schedule or authorized by Alaska Communications. If any unauthorized attachment or connection is made to Alaska Communications’ network, Alaska Communications maintains the right to remove or disconnect the attachment or connection; or to suspend or terminate service.
Published date; 10/30/2019