16 CRR-NY 890.91NY-CRR
16 CRR-NY 890.91
16 CRR-NY 890.91
890.91 Installations, outages and service calls.
(a) Whenever a service call, is not started within the scheduled appointment window, as established pursuant to paragraph (b)(3) of this section, the subscriber shall not be charged for such service call, including any installation or reconnection scheduled to be performed, unless the service call was rescheduled with the subscriber's consent before the close of business on the business day prior to the day of the scheduled appointment window.
(b) All cable television systems under normal operating conditions, shall meet no less than 95 percent of the time, measured on a quarterly basis, the following service standards:
(1) standard installations of up to 150 feet from existing aerial distribution plant shall be performed within seven business days after an order is placed unless a subscriber requests a particular date beyond seven business days;
(2) excluding conditions beyond control of the cable company, a cable television system will:
(i) begin working on service interruptions promptly and in no event later than 24 hours after the interruption becomes known; and
(ii) begin actions to correct other service problems the next business day after notification of the service problem or trouble call;
(3) the appointment window alternatives for service calls will be either:
(i) a specific time;
(ii) morning or afternoon hours;
(iii) a four-hour block of time during normal business hours;
(iv) evenings or Saturdays during normal business hours; or
(v) at the option of the cable television company a specific time or block of time outside of normal business hours for the express convenience of the customer; and
(4) if a cable company representative is likely to be late for an appointment with a customer and will not be able to keep the appointment as scheduled, the customer will be contacted. The appointment will be rescheduled, as soon as possible, at a time which is convenient for the customer consistent with paragraphs (1) and (2) of this subdivision.
(c) Information to demonstrate compliance regarding the service standards contained in subdivision (b) of this section, measured on a quarterly basis, shall be reported to the commission and shall include:
(1) number of requests for standard installations and the number of such installations actually performed within seven business days;
(2) number of service interruptions and number of service interruptions responded to within and after 24 hours after notification;
(3) number of service calls to subscribers' residences and the number of such calls completed within the appointment window;
(4) number of installations or service calls rescheduled; and
(5) number of credits issued for missed service calls to subscribers' premises, or such other information that will document compliance with such standards.
(d) Service reports shall be filed annually with the commission on or before January 31st of each year for the previous calendar year. Cable systems that routinely meet or exceed the requirements of subdivisions (a) and (b) of this section may petition the commission for a waiver of the report requirements of this section. This waiver does not excuse a cable company from maintaining service records on a quarterly basis, which are subject to review by the commission.
(e) Provisions of subdivision (a), paragraphs (b)(3) and (4) and subdivisions (c) and (d) of this section shall not be applicable to small cable television systems.
(f) Reports of service or trouble calls by cable television systems shall be made available, upon request, and for a period not to exceed 90 days from such service or trouble call as follows:
(1) For each trouble call reported by a single subscriber, the cable television system shall identify:
(i) the subscriber;
(ii) the date and approximate time the trouble call was received;
(iii) the date and approximate time of the response to the trouble call;
(iv) the corrective steps taken (if any required);
(v) the date the trouble call is closed; and
(vi) identification of the technician or repair person.
(2) A report on each service outage shall include the following data:
(i) brief description of the area affected sufficient to allow the later determination of the approximate number of subscribers affected;
(ii) date and approximate time of failure;
(iii) cause of failure; and
(iv) date and time service was restored.
16 CRR-NY 890.91
Current through February 28, 2023
| End of Document |
IMPORTANT NOTE REGARDING CONTENT CURRENCY: JULY 31, 2023, is the date of the most recently produced official NYCRR supplement covering this rule section. For later updates to this section, if any, please: consult editions of the NYS Register published after this date; or contact the NYS Department of State Division of Admisnistrative Rules at [email protected]. See Help for additional information on the currency of this unofficial version of the NYS Rules.