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Annual TV Notice

Polices and Procedure Notice

For information regarding the policies and procedures surrounding our TV service, please see below. This notice is updated annually.

Customer Complaint Procedures

If you have a Glo.TV problem (including problems with rates or services), contact our office at 877-268-2GLO. In every case we will attempt to answer your question promptly or we will schedule a service call. If, however, we are unable to resolve your complaint, you may contact the Public Service Commission:

Public Service Commission of West Virginia

PO Box 812

Charleston WV 25323

Toll Free: 1-800-344-5113


*Please note that the Public Service Commission has jurisdiction to resolve complaints regarding the operation of a TV system. Your written complaint to the Commission must include the name and address of the TV operator, a clear and concise statement of the facts involved and the remedy sought.

The Commission has developed a Complaint Form for your use which will be provided upon request. In the event the Commission cannot, informally, resolve your complaint to the satisfaction of all parties, you are entitled to file a request for a formal hearing before the Commission. The Commission will act upon all unresolved television problems other than those dealing with programming and channel selection. The Commission will also consider rate level complaints when a rate increase case is being processed by the Commission.

The Federal Communications Commission (FCC) has limited jurisdiction over television programming. You may contact the FCC at the following address, telephone number or website.

Federal Communications Commission

Cable Services Bureau

445 12th Street, S.W. Room 3-C 830

Washington, DC 20544

Call: 202-418-7200


You are entitled to a pro-rata credit if TV service is interrupted for more than 24 continuous hours. The credit will be calculated based upon the proportionate share of the service not received in the applicable billing period, provided the interruption is due to a failure of the facilities of the television operator. When service interruption in excess of 24 hours occurs, contact our office promptly with pertinent facts regarding the outage.

Service Problems

If you experience a problem with picture or signal quality, you should review your television owner’s manual for proper adjustment. If the problem does not clear up, you should call us at the local customer service number, 877-268-2GLO and describe the problem to a customer service representative.

In order to correct the problem, we may need access to your premises. If required, a service call will be scheduled at a time convenient to you. We will make all reasonable efforts to resolve any complaints you have concerning the quality of our signal promptly and efficiently. Excluding conditions beyond our control, we will respond to a service interruption no later than 24 hours after receipt of notification.

We respond to other service problems no later than the next business day after notification. If our service technician is unable to correct the problem to your satisfaction we will, at your request, schedule a second service appointment.


Our employees and designated contractors are required to carry a photo-identification card while working. Feel free to ask for identification from anyone who claims to be our employee or representative.


During the course of the year, we may offer a “Free Preview” of a premium channel. If you find any of the programming objectionable, you may call us and we will assist you to block the free preview channel.


If you are moving within the same service area, we will be glad to schedule an appointment to install Glo Fiber services at your new location. Please notify us at least 10 days prior to your move and we’ll arrange to transfer your services. Some fees and restrictions may apply. When you transfer your services, your account must be in current standing and any credits and charges from your previous service address will be transferred to your new account address*. These credits and charges may take up to two months to appear on your Glo Fiber bill.

*Please note that if your service was under a grandfathered package that is no longer offered, you will not be able to select the same package when signing up for service at a new location.

Equipment Compatibility

You must receive the Company’s broadband Internet services in order to subscribe to the Streaming TV Service. Individuals under the age of 18 may utilize the Streaming TV Service only with the consent and under the supervision of a parent or legal guardian. If you stop subscribing to the Company’s broadband network, it will result in cancellation of the Streaming TV Service.

You must provide a compatible streaming media device to access the Streaming TV Service and App. Visit for the latest list of streaming media devices compatible with the Streaming 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 Streaming TV Service. By using the Streaming 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 Streaming TV Service.

Billing & Payment

We may request that you pre-pay the charges for your first month’s service, and any installation or equipment fees are payable at the time of installation.

If you are unable to establish a satisfactory credit rating with Glo Fiber or if your credit rating becomes impaired, you may be required to make a suitable cash deposit to be held as security for the payment of bills. These deposits shall be reviewed after one year. If a satisfactory credit rating has been established, the deposit, including interest, will be credited to the subsequent bill, or if requested by you, refunded by check. Accrued interest will be credited once a year to your account if you have not achieved a satisfactory credit rating.

We will bill you for your services every month in advance. Charges for additional items will be billed the following billing cycle. Your monthly Glo Fiber bill will identify your recurring service charges, additional charges and applicable taxes, fees and surcharges. These taxes, fees and surcharges may include federal and state excise taxes and fees, state and local sales and business taxes and service-specific charges, such as federal and state universal service contributions, E911 support charges and regulatory and franchise fees.

Payment in full for all billed charges, including additional charges and all taxes, fees and surcharges, must be received by the date indicated on your bill to avoid late fees and other charges. Please report any billing errors immediately. In order to receive credit for disputed charges, such charges must be reported within 30 days of the day on which you receive your bill unless otherwise specified under applicable law. A late fee may be assessed upon any outstanding undisputed balance due that remains after the due date appearing on your bill.

Nonpayment of any portion of your Glo Fiber bill may result in interruption or disconnection of any and all services. If you know that your payment will be late, call 877-268-2GLO so we can make arrangements to avoid service interruption and reconnection fees, or, sign up at our website to pay your bill online.

Any equipment installed by Glo Fiber including routers, modems, ONTs are the property of Glo Fiber and must be returned or left on location if you move or terminate your service. Your account will be charged a fee for any equipment that is not returned to Glo Fiber at the time your service is disconnected. This charge will also apply should any of the equipment be lost or stolen or returned damaged beyond the normal wear and tear. This does not apply to purchased media streaming devices which are the property of the customer.


Installation and service call appointments are scheduled in advance. If we cannot meet a scheduled commitment, we will attempt to notify you and reschedule the appointment for a convenient time.

Other Services and Information

In addition to our tiered service offerings, we also offer optional programming services, including premium channels HBO, Cinemax, Showtime, The Movie Channel, and Starz.

Please call us at 877-268-2GLO to talk to one of our customer service representatives about our products and services, or go to our website to see the latest information and options.

We may change this information in the future. We will send you a written, electronic or other appropriate notice informing you of any changes and the effective date. If you find the change unacceptable, you have the right to cancel your service. However, if you continue to receive our service after the effective date of the change, we will consider this your acceptance of the change.

For those of our customers receiving this notice through commercial accounts, bulk rate arrangements or similar arrangements, some of the policies, procedures and services herein may not apply. Please call us at 877-268-2GLO to talk to one of our customer service representatives for further information.

Contacting Your Local Franchise Authority

Please call us at 877-268-2GLO to talk to one of our customer service representatives about our products and services, or go to our website, to see the latest information on our services, including:

• Products and services offered

• Prices and options for subscribing to services

• Channel positions

• Installation and maintenance policies and prices

• Instructions for using our TV service and troubleshooting tips