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General Questions: MBC Service Questions

MBC Service Alerts – How do I get notified about maintenance in my area?

MBC sends out email notifications 24 – 48 hours before a planned maintenance window. All customers receive a notification to the email associated with their MBC account. If you did not receive an email, please contact us to confirm your email.

To sign up for email alerts, send the following information to marketing@mediattimail.net:

[NAME]
[Address]
[Email to be added to list]

Where can I find the Acceptable Use Policy?

You can find the full acceptable use policy and downloadable pdf here.

Where can I find the Subscriber Privacy Notice?

You can find the full Subscriber Privacy Notice and downloadable pdf here.

Where can I find the Website Privacy Notice?

You can find the full Website Private Notice and downloadable pdf here.

Where can I find the Subscription Services Agreement?

You can find the full Subscription Services Agreement and downloadable pdf here.

Can I get MBC services off base?

No. MBC only provides its services to customers who reside on any of the U.S. military installations in Okinawa.

How do I suspend my MBC Services?

Are you going TAD/TDY or planning an extended absence? At MBC, you can suspend the billing on your services for as little as two weeks and up to a maximum of 120 days. While you are away, you can leave all of your MBC issued equipment installed at your residence.

To suspend your MBC services:
1. Contact us before you leave and give us your departure date and estimated date for your return.
2. Confirm your email address on file.
3. Have a credit or debit card on file and be enrolled in AutoPay.

To re-activate your MBC services:
1. If your return date has not changed, you don’t need to do ANYTHING.
2. If your plans have changed, contact us (in person, by phone, email or open a ticket on-line) to update your reactivation date.
3. Your services will be active on the day you request!

Rules for suspension:
• MBC will only support a request for suspension if, during the period of suspension, no other person(s) will be occupying your residence (building and room number).
• 1Gbps customers are not eligible to put their account on suspension at this time.
• If an account is on suspended status and a request for new service is made for the same residence, then MBC will disconnect the suspended account to honor the request for the new service. The suspended account will be disconnected and receive a final billing posted to the credit or debit card on file, including charges for non-recovered MBC equipment.
• You remain responsible for all MBC equipment issued to your account at all times.

How do I schedule a service appointment?

If you experience any type of service related issues, MBC is here to assist you.

You may report your service problem:
• In person at any MBC office
• By phone to our telephone support desk
• By email at info@mediattimail.net
• By entering a trouble ticket online

If the problem cannot be resolved by one of our customer care personnel, then a service appointment will be scheduled at your convenience. MBC does not charge its customers for service calls if the problem is related to the MBC distribution network or as a result of MBC equipment failure due to normal operation. If you fail to be present for the scheduled service appointment or if the problem is a result of customer-owned equipment or customer damage to MBC issued equipment, then you may be subject to MBC’s standard service call fee.

Can I install my MBC services myself?

Yes. In most housing locations, MBC supports self-installation. If you reside in one of these locations, you may pick up MBC equipment from any MBC office and complete the installation of services yourself the same day you establish your account. MBC provides self-installation guides for all equipment to help you.

In a few locations, an MBC service technician may need to visit your residence to complete the activation of services. Usually, the technician does not need to enter your residence and you do not need to be home for this appointment. There is no charge for this service visit.

If you need help installing your services, MBC is glad to arrange a professional installation by one of our service technicians.

Can I choose a payment date?

Payment is due on the 2nd of each month. If you have Auto Pay, your payment will be automatically pulled on the 2nd. This date is not flexible.

Why do you require the last six digits of my military ID or social security number?

Federal cable TV rules require that MBC protect the privacy of your customer information used by MBC to deliver your services. MBC requires six digits so that MBC can establish a unique personal identification number. MBC customer care personnel will ask you to verify the last six digits of your number when you contact our offices. If you cannot provide this information then MBC will not allow any changes to be made to your account. This is done for your protection as an MBC customer especially in shared housing areas where more than one person may be using MBC services.

Do I have to sign a contract for services with MBC?

Customers do not have to sign a contract. MBC customers are subject to the rules, regulations and procedures set forth under the documents referenced in the footer of the website. These service agreements set forth your rights and obligations as a MBC customer. MBC customers are not subject to a contract of any term. You may disconnect your MBC services at any time you elect for any reason. Refer to service agreement for details.

After I disconnect service how long will it be before I get any credit refund?

Once you disconnect service and return all MBC issued equipment in good working condition, your services will be disconnected. Your account will be billed on a prorated basis through the date of disconnection. If you have a debit balance, you will be expected to pay that balance at the time of disconnection. If your account has a credit balance then the balance will be refunded to you within 30 days of your disconnection. If your account has a credit card on file, your credit will be applied to the card on your account. If you do not have a credit or debit card on file then you will be issued a refund check by mail. Please make sure you provide the MBC customer care representative your forwarded mailing address. If you do not receive your credit within 30 days of disconnection, please contact MBC.

How do I make an ICE complaint?

The ICE complaint system is configured for official entities only and requires access using the NIPR network.  MBC and its personnel do not have access to NIPR.  If you have a complaint related to MBC services the proper process would be to make a complaint directly to MBC.  If a customer care representative is not able to resolve your matter, you may elevate your complaint to the SR VP of Customer Care and then to the President/CEO.  If you are still not satisfied with the resolution presented you may elevate the matter to the franchising authority for the MBC franchise.

My roommate has MBC service. Why can't I get my own account?

The MBC billing system can only support one active account per dwelling unit (home, barrack or billeting room).  MBC encourages customers that share housing to work together to establish an account for the services they would like in the room. MBC does support placing more than one person on the account for billing, support and payment.  The primary account holder may add authorized users by contacting MBC and granting permission.

How can I learn when a power outage may impact my MBC services?

MBC provides advance notice by email to MBC customers impacted by scheduled power outages. MBC will notify you if the outage will impact your MBC services or not. MBC also has an ‘Alerts’ link on the homepage of the website. MBC provides a list of upcoming outages via our Alerts page. It is updated routinely for scheduled outages. Unfortunately, there are unscheduled power outages where MBC does not receive advance notice.  If you are not receiving emails from MBC, please contact our customer care department to have your email added to our lists.

What do I do if I need to close my account?

If you decide to close your account with MBC, you must return all MBC issued equipment to any MBC office. Your monthly service fees will continue to be applied to your account until all equipment is returned to MBC. Prorated charges will be issued to your account effective the date of disconnection and a final payment will be collected either in person or by using the debit or credit card on file. If you have a credit balance after disconnection of your services, MBC will issue a refund to either the credit or debit card on file or by check. All credits are issued within thirty (30) days of the date of disconnection.

Does MBC require a deposit for equipment issued?

MBC does not require customers to make any deposits for cable modems or digital cable TV set top boxes. Customers are responsible for the MBC equipment while issued to them. Customers will be responsible for MBC equipment that is lost, stolen or damaged.

How are late fees applied & when is my account subject to disconnection?

On or about the 9th day of each month, MBC assesses a late fee and disables all of the equipment on any account with an unpaid balance. On or about the 15th day of each month, if the account is still not paid in full, MBC will disconnect all equipment on the account. Payment on or after the 15th day of the month will require payment of a reconnect fee, the previously assessed late fee, any unpaid charges and one month regular recurring fees in advance before services will be re-activated. MBC reserves the right to deny service to an account that has been disconnected for non-payment more than three times.

When are bills due?

Bills are due on the 2nd of each month.

What is the MBC billing process?

MBC bills its customers for services in advance. MBC bills are sent by email only. All customers must have a valid personal email address on file. MBC is not allowed to send individual customer bills to U.S. military email addresses. MBC processes billing each month so that you will receive your email statement from MBC prior to the 1st day of the month for which services are billed.

What is the MBC mailing address?

Kadena Air Base
Building 403, Unit 5265
APO, AP 96368-5265