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Service Protection Plan for DC Metro, IL, MA, NY and PA

 

Introduction


Service Protection Plan

 

  • Covers diagnostics and repair for issues related to existing inside wiring and outlets; wall fishing is not included
     
  • Covers trouble calls that require repair to telephone wiring, RCN cable television wiring and/or RCN internet service wiring located inside the customer's home
     
  • Goes into effect immediately when added to an account
     
  • If removed within 6 months after a chargeable Trouble Call, a truck roll fee applies
     
  • Chat with a representative or contact us to add service protection to your account

     

Resolution Steps

 

Plan Coverage

 

  • The Plan provides coverage from the demarcation point, about 12 inches outside of home, to wiring inside of home 
     
  • Customer must retain the plan for 6 months from date of the tech visit to prevent tech visit fees
     
  • Closely follow troubleshooting steps to avoid rolling a truck for issues unrelated to our service or for customer equipment:
     
    • i.e. phones, TV's, faxes, relay devices, non-RCN equipment/boxes, DVD players, splitters, AB switches, RF modulators, customer modems/routers, etc.
       
    • If tech determines an issue with customer equipment, we typically do not charge the customer
       
      • However, we do not correct issues with customer equipment 
         
  • Charges are automatically applied based upon how the technician closes the work order
     

 

Trouble Call - No Charge

 
  • Customers are not charged for a service call when they:
     
    • Subscribe to the Service Protection Plan and someone over the age of 18 is home for the appointment 
      • Close out code  - KO or KB - customer not home
         
    • Were installed less than 30 days ago
       
    • Have a TC closed out as AQ - Tech Waived Fee
       
    • Become a FORMER customers within 6 months of tech visit

 

Trouble Call Charge

 
  • Customer with the plan may be charged for a Trouble Call for these reasons:
     
    • Someone over the age of 18 is not home when tech arrives
       
    • Customer with active service cancels their plan subscription within 6 months of a service visit
      • Includes BYOM

 

 

Internal Information

Commercial Agent Steps

Financial Agent Steps

Management Steps