As a customer of DDS you should know what services are covered by your monthly charge. DDS now provides a multitude of products and services but, as with any service, we don’t provide unlimited technical and repair services. When it comes to customer-owned equipment or home wiring that is where we must explain Ownership. Customer-owned equipment includes any home component such as: a TV set, VCR, DVD, personal computer, DSS satellite dish, WebTV, modem, router (or any other electronic device that may be connected to your DDS services.) These items are not, in any way, the responsibility of DDS, nor are any of the interior wiring of your home. (Home ownership or home residency constitutes responsibility for any problem caused within the home.)

DDS is responsible only up to the demarcation point outside of your home. The demarcation point is the location at which a service drop cable is connected at the exterior wall prior to entry to the home. Having said that, if you place a service request and a technician finds no problem with the cable reception at the demarcation point, the service request is deemed to be caused by the customer’s equipment and is subject to a service charge. The technician at that point will advise you of the problem and explain that the problem may be caused by faulty wiring or a device inside the home.

Customer-caused service requests related to such equipment or interior home wiring is subject to a minimum of $35 for the initial 30 minutes with an additional charge of $15 every quarter hour afterwards. After-hours, weekends, and/or holidays are charged at a rate of $65 emergency mobilization fee, the initial $35 charge as well as the $15.00 for every quarter hour afterwards. (This also includes problems caused by re-programming of TVs and/or VCRs.) Other repair charges such as repairs to cut cable line are subject to additional charges as identified. DDS will not replace any interior wiring such as in attic space or inside walls. If the cause of the problem is due to faulty wiring, the technician will make you aware and recommend replacement. Please be advised that your monthly programming fee does not cover any problems caused by customer-owned equipment or interior home wiring; your monthly cable bill only covers the delivery of your various programming and excellent service.

High-Speed Internet and Digital Phone subscribers are provided with a 24/7 tech support service with their monthly charge, but this does not include computer education, repair or installation of your computer or any associated software or hardware, which also includes the modem provided to you at the time of installation. Digital cable subscribers’ set-top boxes are completely covered under their monthly rental fee for any defective operation of the box (which means that we will replace the set-top box at no charge to you if the set-top box is found to be the cause of the problem.)

Valued customers, please don’t misunderstand, this article is in no way to deter you from placing a legitimate service request. If the problem is caused by us, we want to make sure that we make every effort to provide you with the very best service and make it right for you! We just ask that you double-check your equipment and/or cable connections prior to placing the service call. This will not only save you money, but also unnecessary interruptions of service. When placing a service request, we remind you that you are required to be available at home so that the technician can properly isolate and determine the cause of the problem. For your convenience we offer service windows in the AM (8:30AM - 12:00PM) or PM (1:30PM – 5:00PM). Please remember we are located right here in your neighborhood ready to serve you, so don’t hesitate to call us with questions and concerns at 854-3223, we look forward to assisting you.

Every year we like to remind you to please CALL BEFORE YOU DIG, but every year, no matter our best efforts, we still continue to receive a number of service calls related to CUT cables. It’s such a shame! It’s so easy to just pick up the phone and call for a FREE utility locate. With just one call all of your utilities will be notified to locate your water, power and telephone services as well as your (very important) CABLE TV line!

All you have to do is dial 811. When you place the call, be ready to answer a few simple questions. (Your address along with the nearest cross street, your subdivision, phone number, type of work being done, how deep you will be digging, the day of your excavation, whether or not machinery is being used and the duration of the work.) Also, if you’ve hired a contractor, make sure they’ll be calling for the cable and line locations if you are not. Remember, it’s your property and you are ultimately responsible for any damages done to any utility company lines -not the contractor- so make sure the locate has been done prior to the work!

We’d encourage you, even if you recently called for a locate and/or you think you can remember where everything is, to STOP yourself and call the professionals for FREE! It’ll most definitely save you time, money and frustration in the long run as though the locate service may be FREE, the CUT Cable is NOT!

For more information on this subject visit:
Sunshine State One Call of Florida > www.callsunshine.com