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Service Protection Plan
19 days ago
| Article no. 1571
Introduction
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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, cable television wiring and/or internet service wiring located inside the home
- Goes into effect immediately when added to an account
- If removed within 6 months after a chargeable technician visit, a technician visit fee applies
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Chat with a representative or contact us to add service protection to your account
Resolution Steps
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- Create a Service Change [UD] with work order type Internal Order
- On the Order Entry Services [ES] screen, add one Service Code on its own occurrence
- Check the Office Only box on One Time Charge [OT] screen
- Enter through the Order Summary [OS] screen to complete the order
Plan Coverage
- The Plan provides coverage from the demarcation point, about 12 inches outside of home, to wiring that is inside of dwelling
- 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-Company supplied 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
- However, we do not correct issues with customer equipment
- i.e. phones, TV's, faxes, relay devices, non-Company supplied equipment/boxes, DVD players, splitters, AB switches, RF modulators, customer modems/routers, etc.
- 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 in these instances:
- When subscribing to the Service Protection Plan and someone over the age of 18 is home for the appointment
- When installed less than 30 days ago
- When a TC is closed out as AQ - Tech Waived Fee
- When becoming a FORMER customers within 6 months of a tech visit
- When subscribing to the Service Protection Plan and someone over the age of 18 is home for the appointment
Trouble Call - Charge
- To avoid a service charge
- Let customers know someone over the age of 18 must be home when the tech arrives
- To identity customer was not home, close out code KO or KB (customer not home) is used
- To identity customer was not home, close out code KO or KB (customer not home) is used
- Let them know they may cancel their appointment before the scheduled timeframe if they no longer need a technician
- Keep their plan subscription active within 6 months of a service visit
- Let customers know someone over the age of 18 must be home when the tech arrives
Internal Information
Commercial Agent Steps
Financial Agent Steps
Management Steps