34-28.1.Standard installations will be performed within seven (7) business days after an order has been placed.

34-28.2.The Grantee shall provide installation and normal repair service at least during all hours the local office is open. The Grantee shall respond to events Which may endanger the health, safety or property of persons, and to outages whenever those events or outages occur.

34-28.3.Repair and maintenance for service interruptions or other repairs not requiring on-premises (in the home) work must be completed within 24 hours of receipt of the inquiry or complaint. The term “service interruption” means the loss of picture or sound on one (1) or more cable channels. All other repairs or maintenance, except for scheduled maintenance which does not affect service or public health, safety or welfare, must be completed within 48 hours of receipt of the inquiry or complaint or scheduled at the convenience of the subscriber.

34-28.4.For the purposes of scheduling installations, service calls, and other installation activities, the Grantee shall give the customer a four-hour block of time for a service appointment Monday through Saturday. The Grantee may schedule service calls and installation activities outside of normal business hours for the express convenience of the customer. The Grantee may not cancel an appointment with a customer after the dose of business on the business day prior to the scheduled appointment. If, at any time, an installer or technician is running late, an attempt to contact the customer must be made prior to the time of the appointment. The appointment must be rescheduled, as necessary, at a time which is convenient for the customer.

34-28.5.The Grantee shall respond to all other inquiries (including billing inquiries), and respond to written complaints within five business days of the receipt of the inquiry or complaint.

34-28.6.With particular regard to needs of physically-disabled subscribers, on subscriber request, the Grantee shall arrange for pick-up and/or replacement of converters or other equipment at subscriber’s address, or else a satisfactory equivalent (such as provision of a postage-prepaid mailer).