• Channel Lineup
  • My MetroCast Logins
  • Contact Us
  • Zip: (Change)
    close
support
Call: 1.877.337.5881
General Inquiries:
Email Us
Technical Support:
Email Us
More Help Topics >
Notices:
  • There are no notices for your area.

Service Assurance Plan


Get the MetroCast Service Assurance Plan, and your inside Video, Internet & Phone wiring repairs are on us.

MetroCast residential customers now have the option to sign up for the MetroCast Service Assurance Plan. This Plan covers service calls that require repair to MetroCast services inside the customer’s home.

The monthly fee of $3.95* will be added to your monthly statement as a separate item. The Plan is optional and covers all inside wire related service calls, pursuant to the Plan's terms, for as long as you subscribe to the plan. Please note that without the plan, you will pay applicable service call fees for each service call based on our standard $50 per hour rate.

What you save on just one service call may pay for a whole year of coverage!

Sign Up Today!

If you would like to sign up for the MetroCast Service Assurance Plan, simply fill out the form below and we will contact you to complete your request.

Sorry, we do not service your area - If you are in a MetroCast service area, please enter the zip code of the service location.


Plan Definitions:
The Service Assurance Plan is an optional Plan that covers service calls that require repair to Video, Internet and Phone wiring located inside the customer’s home used to deliver MetroCast services. Inside wiring covered under this Plan is defined as wiring within (on the customer’s side of) the “Demarcation Point” and extending to the individual phone jacks and cable outlets and extensions. The “Demarcation Point,” for the purposes of this Service Assurance Plan, shall be defined as the point just on the customer’s side of the terminating equipment or box located at or about twelve (12) inches outside of the customer’s unit or residence. Customers not subscribing to the Service Assurance Plan will be charged applicable service call fees based on a $50.00 per hour rate for the time required to complete the repair activity. Repair and maintenance on MetroCast’s side of the “Demarcation Point” is the responsibility of MetroCast, except if there is deliberate damage to the wiring on the outside of the home.

Plan Terms and Conditions:
• The Plan only applies to residential customers that subscribe to MetroCast Video, Internet and/or Phone service. The Plan only covers inside wiring associated with the MetroCast services. Specifically, the Plan does not cover inside wiring used to deliver the following services: non-standard telephone systems such as PBX or fixed wireless services; video or data transmission services delivered by Satellite, MMDS, MDS, C-Band, fixed wireless, and other providers; or Digital Subscriber Lines (“DSL”) or similar high-speed data lines or video offerings provided by an incumbent or competitive local exchange carrier. • In addition to the inside wiring, the Plan includes repair and replacement of jumper cables, amps purchased from MetroCast, connectors, splitters, phone jacks and extensions that are on the customer’s side of the “Demarcation Point”. • The Plan is optional and covers all inside wire-related service calls, pursuant to the Plan’s terms, for as long as one subscribes to the Plan. Customers may cancel the Plan at any time. If a customer cancels the Plan within 90 days from the date of signup, a full service charge may apply for any service call(s) made under the Plan within such 90-day period. • The Plan does not cover repair to customer-owned equipment. • The Plan is effective the day the Plan is ordered. • The Plan does not cover installation of primary or additional cable outlets and telephone jacks or the move or reconfiguration of existing cable outlets and telephone jacks or extensions. • Additional fees may apply for work performed that is not covered by the Plan. • The Plan does not cover the repair of wire concealed within a wall, i.e., wire that is wall fished. • If the repair is not covered under the Plan customers may: 1) make the repair themselves, 2) hire an outside contractor, or 3) have MetroCast perform the repair at the standard billing rate. • The Plan does not cover rewiring after a home is destroyed or damaged by fire, flood, earthquake, Acts of God, vandalism, gross negligence or willful damage. • MetroCast will perform all services under the Plan in accordance with industry standards. • MetroCast is not responsible for service under the Plan: 1) if MetroCast fails to perform due to labor difficulties, governmental orders, Acts of God, or other circumstances beyond MetroCast’s reasonable control, 2) if repairs cannot be performed safely due to environmental conditions, 3) if there is deliberate damage to a customer’s inside wiring or jacks. • MetroCast customers residing in multiple dwelling units, such as an apartment, condominium, dormitory, co-op or other group facility should discuss home wiring with the landlord, property manager, or the owner. The MetroCast Service Assurance Plan provides additional coverage for these customers in the event of wiring issues that are not covered by the owner such as service calls that require repair to MetroCast Video, Internet and Phone wiring located inside the home. • Other restrictions may apply. The MetroCast Service Assurance Plan is subject to MetroCast’s standard terms and conditions. MetroCast may immediately, and without notice, suspend or discontinue this service to a residence if service(s) are no longer being provided to the residence by MetroCast or if any misuse or abuse of the service occurs or if a hazard or danger to person or property exists which would prevent MetroCast’s technicians from performing the work in a safe manner. • Subject to any applicable rules or laws, MetroCast may discontinue the MetroCast Service Assurance Plan or change any of these Terms and Conditions. MetroCast will provide thirty (30) days prior written notice of any significant changes in the Terms and Conditions. This notice may be included in your monthly bill. • If you are not the owner of the Property where MetroCast will perform these services, you hereby warrant and represent that you have obtained all necessary permissions from the owner of the building and you will indemnify MetroCast from any liability arising from a breach of the representation and warranty. • Except as expressly set forth herein, and as permitted by law, MetroCast shall not be liable for any damages (including indirect, incidental, punitive, or consequential damages of any kind) arising from services performed under the MetroCast Service Assurance Plan.

*Franchise fees, taxes, and other fees may apply. Not available in all areas. Some limitations may apply. Please note that under the applicable agreements and laws of some states, landlords and not tenants, may be responsible for repair to and maintenance of some or all inside wire. Multiple dwelling unit coverage for cable or data wiring that runs between separate buildings, apartments or dwelling units is not covered under the MetroCast Service Assurance Plan. The building owner and/or service provider own this wire and the customer is not responsible for the repair. METROCAST EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES RELATED TO THE METROCAST SERVICE ASSURANCE PLAN. THIS DISCLAIMER EXPRESSLY INCLUDES, BUT IS NOT LIMITED TO, DISCLAIMER OF ALL WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. METROCAST'S LIABILITY TO ANY CUSTOMER UNDER THIS PLAN IS LIMITED TO THE AMOUNT PAID TO METROCAST BY SUCH CUSTOMER UNDER THIS PLAN.