Attention Evanston Customers
As a result of All West’s acquisition of Windjammer Cable, you’ll begin receiving our service packages effective February 1, 2012. To celebrate this transition, we’re giving no-obligation trials of amazing TV and Internet packages during the month of February so you can discover what you love best.
Are you a TV customer? You’ll automatically receive our Expanded Choice package during February at your current price. It includes 115 Digital Channels, 50 HD Channels, and 46 Music Choice Channels.* If your current plan includes “Premium” channels, you’ll continue to receive those channels during February as well.
Are you an Internet customer? You’ll automatically receive our super-fast 5 Mbps Broadband package during February at your current price. If your current speed is faster than 5 Mbps, it will continue.
There’s nothing for you to do but enjoy these All West services and see how they fit into your life. We’ll send you more information soon, and one of our customer service representatives will call you in the coming weeks to discuss which package(s) you’d like to receive beginning in March.
Evanston Analog Channel Line-up
If you have any questions in the meantime, please call us at 444-8448. We’d love to hear from you.
*Analog customers will not receive all channels. Please visit www.allwest.com to see complete channel line-ups. A set-top box is required for digital channels and HD programming. Beginning March 1, 2012, you will be billed at our current prices for the All West package(s) you select.
Some Frequently Asked Questions
Please take a look at the Frequently Asked Questions below. Click on the question to see the answer. If you have a question that isn’t addressed below, please feel free to contact us using the “feedback/support” tab on the left of the page or call 866.ALL.WEST (866.255.9378).
TV
+What will happen to my current TV package?
As of Feb 1st, you will automatically receive the All West Expanded Choice package, which includes 115 digital channels, 50 HD channels and 46 music choice channels. If your current plan includes “Premium” channels, you will continue to receive those channels as well.
+What if I currently have an analog TV package?
You will automatically receive the All West Analog Basic Choice package, which includes over 50 channels.
+How do I know if I currently have analog vs digital?
If you are using a set top box, you have digital service. If you are not using a set top box, you have analog service.
+What channels will I be gaining now that I’m with All West?
We invite you to check out our channel line up by clicking here. What channels you receive will depend on what TV package you choose. View our available packages by clicking here.
+Are the prices going to change?
Yes, but not until March 1st. At that point, your bill will reflect the All West TV packages pricing. View the available TV packages by clicking here.
+Will I keep using my current set top box?
Yes, you will continue to use your current set top box. If you do not have one, you can call All West to request one for access to All West full channel line-up.
+Where can I see the current All West TV packages and pricing?
Click here to view current All West TV packages and pricing.
+What will change as of Feb 1st?
As of February 1st, you will be receiving All West digital or analog TV services. This includes All West TV packages and channel line-up but your current price will remain the same until March 1st. A customer service representative will be contacting you throughout the month of February to discuss your choice of All West services and packages.
+Will I experience service disruptions during this transition?
You may experience intermittent service disruptions on the following dates: Wednesday January 25th, Thursday January 26th between the hours of 9AM and noon and between the hours of 1PM and 4PM. Disruptions may last as long as 30 minutes. The service conversion will take place on January 31st between the hours of 12:00 AM and 5:00 AM. During this time, you may experience a disruption in service.
+Where can I see a list of all available channels?
Please click here to view our channel guide.
+Can I have VOD (Video On Demand)?
At this time, VOD (Video On Demand) is not available in your service area. Please contact us for information regarding availability of Video On Demand.
+Can I bundle my TV with other services?
Yes, you can discuss this with an All West representative when you are contacted in February or click here to see our current bundle options.
+What if by the end of February, I have not been contacted by an All West customer service representative?
You are welcome to contact an All West service representative at any time by calling 307-444-8448. If we are unable to contact you by March 1st, we will select the service package(s) that are most comparable to your current service package(s).
Internet
+What happens to my current Internet plan?
As of February 1st you will be receiving 5 MB Internet Service. However, your pricing will remain the same until March 1st. A customer service representative will be contacting you throughout the month of February to discuss your choice of Internet speed.
+Will my current price change?
Your current pricing will remain the same until March 1st. As of March 1st you will receive the Internet speed and pricing that you selected.
+Can I get faster Internet service?
Yes, All West offers speeds up to 100 MB. Availability may be limited. Please contact us for complete details.
+Can I bundle my Internet with other services?
Yes, you can discuss this with an All West representative when you are contacted in February or click here to see our current bundle options.
+What if by the end of February, I have not been contacted by an All West customer service representative?
You are welcome to contact an All West service representative at any time by calling 307-444-8448. If we are unable to contact you by March 1st, we will select the service package(s) that are most comparable to your current service package(s).
Phone
+Will my phone number change?
No, your current phone number will remain the same.
+Will my phone pricing change?
Yes, but not until March 1st. At that point, your bill will reflect the All West local calling pricing. View our local phone pricing by clicking here.
+What are All West’s long distance rates?
You can view our long distance rates by clicking here.
+What calling features can I have?
You can see all the available features by clicking here.
+Can I bundle my Phone with other services?
Yes, you can discuss this with an All West representative when you are contacted in February or click here to see our current bundle options.
+What if by the end of February, I have not been contacted by an All West customer service representative?
You are welcome to contact an All West service representative at any time by calling 307-444-8448. If we are unable to contact you by March 1st, we will select the service package(s) that are most comparable to your current service package(s).
Billing
+I received a bill from Windjammer, do I still have to pay it?
Yes, this will be your final bill from Windjammer (dated January 2012). Please submit payment as instructed on the bill.
+I received a bill from All West the first week of February. What exactly is included in these amounts in the Account Summary?
This “transition bill” covers the gap between the end of your final WindJammer billing period and the start of your first regular All West billing period (March 1). In the “Account Summary” section, you will see these elements:
Beginning Balance
“Total Amount Due from Prior Bill” is the balance due from your final WindJammer bill (sent to you in January), minus any payments received by WindJammer or All West by Jan. 16th.
“Payment made on 2012-01-26 – Thank you!” is any payment received by WindJammer between Jan. 17th and Jan. 22nd, or by All West between Jan. 17th and Jan. 19th.
Balance Forward is the total of the line items in the “Beginning Balance” section. This should be your final WindJammer statement balance minus any payments you made which were received at WindJammer by Jan. 22nd, or at All West by Jan. 19th. If this is does not appear to be correct, please contact us to review your account.
New Charges For Feb 1, 2012 To Feb 29, 2012
Other Services and Charges” is the charge for services to which you are subscribed, and any applicable taxes. The detail for this line can be found in the “New Charge Detail – Other Services and Charges” section on the second page of the bill. On each of the lines in that detail section, you will see the description of the service or tax, and the date range for the charge (from the end of your final WindJammer billing period through Feb. 29th). The amount charged is the Windjammer price, prorated for that date range.
Total Balance Due is the Balance Forward plus the New Charges. This is the amount due by Feb. 25th, unless you have made payments which are not reflected on this bill (received at WindJammer after Jan. 22nd, or at All West after Jan. 19th). If you have made a payment not reflected on this bill, you can contact us to confirm that payment has been recorded on your account, and that you can subtract that amount from your balance due.
+When does All West send out bills?
All West bills are issued at the 1st of each month. Payments are due by the 25th of the month.
+Can I setup automatic billing with All West?
Yes, to signup for automatic billing, please click here.
+I had a payment plan with Windjammer, will that carry over to All West?
No, unfortunately, All West will not be able to honor any payment terms or arrangements you had with Windjammer. Please contact us if you have any questions or concerns regarding payments.
+Can I bundle my services to save money?
Yes, you can discuss this with an All West representative when you are contacted in February or click here to see our current bundle options.
+What if by the end of February, I have not been contacted by an All West customer service representative?
You are welcome to contact an All West service representative at any time by calling 307-444-8448. If we are unable to contact you by March 1st, we will select the service package(s) that are most comparable to your current service package(s).
Customer Support
+How do I contact All West for customer support?
All West’s telephone customer support is available 24 hrs a day 7 days a week by calling 866.AllWest (866.255.9378). You can fill out our online contact form by clicking on “support” on our website.
