To ensure you have a clear and seamless experience with Norwood Light Broadband (NLB), we’ve compiled this quick guide covering our billing procedures, payment options, and service policies. Getting familiar with these details helps you manage your account efficiently.

How Your Billing Works

Billing and Initial Payment

Broadband services are billed one month in advance. If you add or change services between billing dates, any partial month charges will be included on your bill. The charges for one month’s service, plus any installation or equipment fees, are payable at the time of installation.

Rates, Taxes, and Adjustments

You agree to pay us monthly by the payment due date shown on your bill, including any administrative fees due to late payments or other charges. You are responsible for all federal, state, local, and user taxes, franchise fees, and other charges. Billing rates are subject to periodic adjustment as permitted by law. If you pay for multiple months in advance, you are still responsible for any adjusted rates as of the applicable effective date.

Easy Ways to Pay Your Bill

To save you time and ensure your payment is processed smoothly, NLB offers several convenient options:

• Pre-Authorized Payment Plan (Auto-Pay): To save time and money, you may sign up for our Pre-Authorized Payment Plan. You will still receive a monthly statement, but your bill payment will be automatically deducted from your bank account. Contact us at 781-948-1150 to enroll.
• Pay Online: You may pay your bill online 24/7 at: https://norwoodlight.com/my-account/
• Mail-In Payment: To ensure your account is properly credited, mail your check or money order along with the remittance stub to:
  • Norwood Light Broadband, 136 Access Rd., Norwood, MA 02062.
  • Please make your check payable to the Town of Norwood, write your account number and service address on it, and allow 3–5 days for processing. Do not mail cash.
• In-Person Payment: You may also bring your payment to the Treasurer’s Office Monday through Friday between 8:15 AM and 3:30 PM. Please call us promptly with any inquiries or requests.

Service Interruptions and Disconnections

Outage Response Times and Credits

We will normally respond to service interruptions (outages) as soon as possible and no later than 24 hours from the time we are notified. We will normally respond to other non-outage service problems by the next business day.

Generally, it is our policy to issue a credit, upon request, for service interruptions over 24 hours. We cannot issue credits if we are not notified promptly or for situations beyond our control. Our Customer Service Representatives are available during normal business hours, and our after-hours emergency reporting service is available 24 hours a day.

Delinquency and Reconnection

Your account is considered delinquent if not paid within 30 days after the bill due date.

• Notice will be given of termination of service, and the delinquent amount must be paid in full within eight business days.
• If your account is disconnected for non-payment, the delinquent amount due plus a reconnect fee must be paid to restore service.
• For service to be restored by the next business day, the delinquent amount and the reconnect fee must be paid by cash, check, or money order at the Treasurer’s Office, 265 Washington Street, Norwood.

Managing Your Service and Equipment

Canceling Service

You may cancel your service at any time by calling or writing to us. Please do not write disconnect requests directly on your bill.

• We reserve the right to terminate your service if you become delinquent more than 30 days. Unpaid disconnected accounts are forwarded to a collection agency.
• Please contact Norwood Light Broadband before you move so we can disconnect your service, recover our equipment, and arrange for service in your new home.

Service and Rate Changes

We reserve the right to change our services, equipment, prices, and fees at any time. In accordance with federal and local regulations, we will notify you in advance of the change and inform you of the effective date.

Equipment Policy

Equipment installed by NLB (cable boxes, remotes, cable modems) is the property of Norwood Light Broadband. This rented or leased equipment must be returned to us when service is discontinued for any reason. Failure to return the equipment may result in a charge to your account and could lead to legal action. You are responsible for damage to rented/leased equipment, other than normal wear and tear.

Your Rights as a Subscriber: Complaint Procedures

If you experience a problem, please follow these steps:

1. First, contact our office and tell us about your problem. If your problem concerns the signal quality of your cable service and we cannot resolve it over the phone, we will schedule a service call immediately.
2. If we are unable to resolve your problem to your satisfaction within a reasonable time period, you should contact the local government officer responsible for dealing with cable television complaints before contacting the Federal Communications Commission (FCC).

Your local contact is the:

• Department of Telecommunications and Cable
• 1000 Washington Street, Suite 820, Boston, MA 02118-6500
• Phone: 1-617-305-3531 or 1-800-382-6066