Support can be provided several ways depending on your needs.

• Phone support. Call (888) 683-1000, 24 hours a day, 7 days a week.

Two levels are available to customers. Tier 1 will answer basic questions and fix minor setup related problems. More complex issues will be referred to Tier 2. Tier 2 is only reachable by transfer from Tier 1 and will troubleshoot more complex issues, repairing or referring issues to other internal departments as needed.

• On-line Chat Support. Click here.

Currently only compatible with Windows Internet Explorer.
Same levels of support as offered through the phone.

• Local office support. Check your bill for the closest location.

Best place to go for the latest service information, such as pricing, service availability, and upcoming services.
Most offices will swap cable boxes or modems over-the-counter if requested.
The vast majority of local offices are only available for walk-in service.
No customer phone support is usually offered.

• On-site Tech Support. Scheduled using one of the three methods listed above.

Local office field techs are dispatched to your address usually within 1-3 days.
99% of the time they are cable techs, not computer techs.
Field techs are not authorized to repair your computer, remove viruses, or troubleshoot home networking setups.
The initial Technician sent will normally check and repair the physical cable installation and equipment from the cable distribution tap to the modem or cable box in the home. Problems they find at the cable distribution tap will be referred to the Maintenance department techs for further troubleshooting.
Maintenance Technicians are responsible for insuring proper operation of the cable distribution system in the local neighborhood. They normally will not need access into the home.

got feedback? got feedback?


Any feedback you provide is sent to the owner of this FAQ for possible incorporation and shown publically as well.




by MacLeech
last modified: 2006-03-26 16:51:37