Service Policies
FiberVisionFL uses the best electronic equipment
possible to provide our customers with reliable service.
We also train our field employees to handle
the complete problem
while they are at your home. Since we never know what we
will encounter and how long it will take to solve, we do not
schedule actual appointments. However, if you provide us
with a phone number, we are glad to call you 30 minutes prior to
our arrival.
 Service
Follow-Up
Your satisfaction is very
important to us. For that reason, one of our Customer
Representatives will phone you after each install or service
call. We want to know the work was completed to your
satisfaction; that our employee was friendly and helpful; and
that you have no further cable needs. We will make two attempts
to reach you—and will leave a message if it’s possible. But if
these attempts to “touch base” are not successful, we ask you to
call us if you still have problems.
Service Calls
When you have a cable problem, we are glad to respond quickly. If it is
caused by our equipment, obviously there will be no charge;
however, if the problem is caused from other sources, there may
be a service fee. (Other sources can include: accidentally
disconnected equipment; TV repair problems; etc.)
Outages
Outages are our #1 Service Priority! We’re doing everything possible to keep
these to a minimum. Recently we’ve installed stand-by power
units throughout our entire cable system to improve the
reliability of your cable even during times commercial power
fails. This, along with the construction of our new cable plant,
has greatly reduced system-wide outages. But it’s important you
realize our technicians must periodically test and repair our
equipment. This may cause a loss of service to an entire
neighborhood known as a “maintenance outage.” If you experience
an outage, please wait a few minutes before calling our Office.
The signal loss may be temporary and may be restored quickly. If
your picture remains off longer, feel free to call us. We will
tell you if there is “maintenance" taking place in your area and
when your signal should be restored. Our phones are answered 24
hours a day--and we have on-call personnel working seven days a
week.
Individual Outages
If you think you have an individual outage, please call our
Cable Office at (352) 854-0408. Before you call, please check to
see if the electricity is still on; that the television is
plugged in; and that the TV is on the correct channel (if you
have a digital box or VCR hooked up). Doing all of this first
could save you a later service charge. Also please phone us
before you or your contractors begin digging. We are glad to
come to your home and locate your cable line for free. This
preventive call can help you and your neighbors from
experiencing outages.
Click HERE for details regarding Florida’s FREE
One-Call Program.
Sports Blackouts
From time-to-time, we are required to "blackout" certain sports programs
that would normally appear on your TV. We regret this
inconvenience and ask your understanding when these mandated
blackouts occur.
Required “Adult At Home”
Our company has made it a policy that our installers and technicians
will not
under any circumstances enter your home to perform work if a
responsible adult is not present. We realize this may cause an
inconvenience, but we feel it is necessary to protect both you
and our employees. We hope you will understand.
Equipment
FiberVisionFL is glad to repair and/or replace for free the
basic equipment we use to provide you cable service. However, we
do not repair personal equipment such as televisions, VCRs,
DVDs, computers, telephones, etc. In these cases we are only
responsible for bringing our service to the “input” of your
equipment.
Digital Boxes
Since you are simply renting from us your
digital boxes or DVR, please call our Office if you experience
problems. We will be glad to replace or repair it for free (if
the damage is from normal use). But do remember it is the
property of FiberVisionFL and must be returned to us if you move
or your service is discontinued for any reason. If any equipment
you rent from us is lost, stolen, or destroyed beyond normal
“wear and tear,” you are responsible for replacement costs. The
charges could be as high as $600—depending on the make and model
of your unit. (We recommend you include this equipment on your
homeowner or rental insurance policy so in case of loss your
out-of-pocket expenses are minimal.)
Your Home Wiring
You have options regarding the home wiring located within your residence
that is used to provide cable service. Home wiring includes
extra outlets, splitters, connections and fittings or wall
plates attached to the cable. It does not include
terminal devices such as boxes, descramblers, A/B switches,
parental lockout devices, and security devices.
According to FCC regulations, customers are given the option to
acquire the home wiring within their home upon termination of
cable service. However, even prior to termination of cable
service, customers can remove, replace, rearrange, repair or
maintain any cable wiring located within the interior space of
their residence as long as these actions do not interfere with
our ability to meet FCC technical standards or to provide
quality services to you or your neighbors.
If you want us to maintain your in-house wiring, you must subscribe to
our Whole House Maintenance Plan. (Click
HERE for
further details.) If you decide not to subscribe, you will be
charged our regulated hourly service fee when we visit your home
to remove, replace, rearrange, or maintain the wiring inside. In
addition, we are not responsible for problems relating to the
operation of customer-owned electronic equipment such as
televisions, VCRs, DVDs, computers, printers, telephones, home
antennas, satellite-wiring equipment, etc., which may be
connected to your inside wiring. We are, however, responsible
for problems relating to any equipment that you lease from us,
other than problems caused by tampering, abuse, or neglect.
The wiring used by FiberVisionFL cannot be used by
another video provider. To do so could cause problems for your
service as well as your neighbors. Therefore, should you decide
to have services provided by others, they must be on separate
wiring. It is important even then that only high-quality home
wiring materials be used and that these be installed properly to
avoid signal leakage and maintain signal quality in compliance
with FCC technical regulations. Should improper materials
or poor installation cause signal degradation and/or leakage, we
may be required under federal law to terminate your cable
service until the problem is corrected.
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