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Customer Service Standards

Customer Service Standards

Ohio Revised Code section 1332.26 (D)(1-8) requires Ohio’s video service providers to follow these customer service standards:

 Restore Service and Provide Credits

  • Restore video service within seventy-two hours after a subscriber reports a service interruption or other problem if the cause was not a natural disaster.
  • Upon a report by a subscriber of a service interruption and if the interruption is caused by the video service provider and lasts for more than four hours in a given day, the provider shall give the subscriber a credit in the amount of the cost of each such day's video service as would be billed to the subscriber.
  • Upon a report by a subscriber of a service interruption and if the interruption is not caused by the video service provider and lasts for more than twenty-four consecutive hours, the provider shall give the subscriber, for each hour of service interruption, a credit in the amount of the cost of per hour video service as would be billed to the subscriber.

Notice to Subscribers

  • Give subscribers at least thirty days' advance, written notice before removing a channel from the provider's video service, but no such notice is required if the provider must remove the channel because of circumstances beyond its control.
  • Give subscribers at least thirty days' advance, written notice before instituting an increase in video service rates.

 Disconnection Notice

  • Give subscribers at least ten days' advance, written notice prior to disconnecting all or part of the subscriber's video service, except if any of the following apply:
    1. Disconnection has been requested by the subscriber.
    2. Disconnection is necessary to prevent theft of video service.
    3. Disconnection is necessary to prevent the use of video service through fraud.
    4.  Disconnection is necessary to reduce or prevent signal leakage as described in 47 C.F.R. 76.611.
  • The provider shall not disconnect all or part of a subscriber's video service for failure of the subscriber to pay any amount of its video service bill, until the amount is at least fourteen days past due.

 Due Date

  •  The provider shall not establish a due date earlier than fourteen days after a video service bill is issued.