About Service Guard

It is imperative that thorough troubleshooting is completed prior to the Cable One technician visiting the home. Associates are required to inform the subscriber of the potential charges at the point the Service Call is scheduled.

If the subscriber is requesting more information on Service Guard, you can also refer them to our website.  Please click here to take a look.

Service Guard Coverage Summary

Customers Subscribing to Cable Service Guard		Customers NOT Subscribing to Cable Service Guard
Repair/replacement of ALL cable/equipment is covered Service Guard except:	For those items not covered, customer will be billed as follows:	Activity NOT subject to $45 fee	Activity subject to $45 fee
·         Wiring, coaxial or twisted pair,  internal to walls which, to replace, would require a “wall fish” ·         Any wiring or cables that do not have Cable One services passing through them (i.e. disconnected coaxial or twisted pair cables) ·         Review all exceptions at https://www.cableone.net/legal/cable-service-guard	·         No “wall fish” installations or replacements are supported by Cable One.  Otherwise, if outlet is replaced using Cable One personnel, normal additional outlet installation rates apply. ·         Normal additional outlet rates apply	·         Repair or replacement of all Cable One equipment, including any DCT, DVR, HD, ADD, CableCARD, modem, eMTA and remote control (if defective) ·         Repair or replacement of any wiring or devices upstream from the customer’s demark (from the point of demark to the system’s headend)	·         Customer education, regardless if related to the use of Cable One or customer owned equipment ·         Repair or replacement of any wiring in which a defect is found on the customer side of the point of demark, including coaxial and twisted pair cables ·         Repair or replacement of any passives (splitters, directional couplers, jumpers, fittings) regardless of whether these devices were originally purchased and installed by the customer or Cable One ·         Replacing batteries in a Cable One or customer-owned remote control
*Note:  All technicians have the authority and are empowered to waive any truck roll charges if he/she believes that the trouble resulted from defective Cable One wiring or passives that were recently installed.

 

-When to offer Cable Service Guard

• Eligible for Cable Service Guard:
• Residential Customers not subscribed to Elite & 4/5 LTV (Elite level and VIP LTV subscribers have free service calls included as a feature in their services.)
• Not Eligible for Cable Service Guard:
• Bulk accounts, Commercial accounts, Business class customers

 

-When not to offer Cable Service Guard

• Do not offer Service Guard to a non-authorized user.  Schedule the service call for the non-authorized user and advise the caller of the possible service fee.

 

-How to offer Cable Service Guard

• This feature should be offered as a benefit to the customer at the time of the call. Refrain from advising the customer that they are able to sign up at the time that the technician comes out to the home.
• Service Guard talking point:
• Ms. Smith we will need to schedule a Field Technician to visit your home to determine the cause of the service challenge. We stand behind the quality of Cable ONE equipment and wiring, so if they are the cause of the issue we will fix it at no charge. If the technician determines it is not Cable ONE related, a $45.00 charge will be applied.
• We can offer you a new service called Cable Service Guard at the cost of $5.00 per month. It’s completely optional but this service will give you peace of mind and no worries for the Field Technician identifying the challenge to your service. Other than the wiring inside the wall itself, the Cable Service Guard will cover the inside wiring and if the challenge is your equipment. Would you like to enroll in the Cable Service Guard before I schedule your service call?
• You will need to maintain your Cable Service Guard for a minimum of 60 days however, the low monthly fee is very reasonable for the coverage it provides.

 

-Additional WIP Comment is required for each Trouble Call

T/S = Troubleshooting,  SG = Service Guard

• T/S – REQ SG
• T/S – DECLINED SG
• T/S – NA SG (not authorized)
• REFUSED T/S – REQ SG
• REFUSED T/S – DECLINED SG

 

-What if the customer refuses to troubleshoot over the phone?

Only customers who are not subscribed to Service Guard will be assessed a Truck Roll fee, however we will make every effort to avoid unnecessary trouble calls by implementing the following tactics:

• Utilize your soft skills to gain the customer’s cooperation
• Explain that troubleshooting will likely resolve the issue during the call
• Emphasize the time saving benefits of troubleshooting vs. waiting for a technician
• Convey confidence in your ability to adequately assist the customer with solving the problem

	Updated 9/2016 by: Training-Customer Operations To submit Feedback about this page please submit a Customer Operations Training Request