Service Protection Plan

Overview

Comcast does not charge for service visits needed to repair Comcast-owned facilities or equipment rented to you by Comcast. Charges may apply for service visits when Comcast-owned facilities or equipment rented to you by Comcast are not the source of the problem with your service. For instance, you may incur a charge for a service visit by a technician to your home in order to diagnose and repair problems with the In-Home Wiring used with your Xfinity services, or for the diagnosis of issues relating to the connection between Customer Equipment and your Xfinity services (terms defined below).

Comcast offered an optional plan called the Service Protection Plan that, for a monthly fee, protects you against charges for service visits to diagnose and repair installed In-Home Wiring for residential Xfinity TV, Xfinity Internet or Xfinity Voice services. In addition, the Service Protection Plan covers service visits for the diagnosis of issues relating to the connection between your Customer Equipment and your Xfinity services, and for education about your Xfinity TV, Xfinity Internet or Xfinity Voice services.

Note, as of May 9, 2018, the Service Protection Plan is no longer available for new sales.

Service Protection Plan covers:

  • Replacement or repair of defective installed In-Home Wiring used with your covered Xfinity services;

  • Diagnosis of issues relating to the connection between your Customer Equipment and your Xfinity services; and

  • On-site customer education about your Xfinity TV, Xfinity Internet and Xfinity Voice services.

Service Protection Plan does not cover:

  • Repair of Inaccessible In-Home Wiring;

  • Repair of electrical wiring;

  • Repair or replacement of Customer Equipment;

  • Installations of new Internet outlets, TV outlets or telephone jacks, or optional moves or reconfigurations of existing Internet, TV outlets or telephone jacks;

  • Repairs to wiring used to deliver: 1) non-standard telephone systems such as PBX; or 2) video, telephone or data services delivered by any provider other than Comcast; or

  • Replacement of wiring destroyed by fire, natural disaster, vandalism, gross negligence or deliberate damage.

Service Protection Plan Definitions, Terms and Conditions

Plan Definitions:

Demarcation Point” refers to a point beginning twelve (12) inches from where wiring enters your residence. Repair and maintenance of wiring outside the home, beyond the Demarcation Point, is the responsibility of Comcast except for where the wiring is owned by a third party, including, but not limited to, another video, telephone or data service provider.

Equipment Rented to you by Comcast” means any equipment that is provided to you by Comcast and is either included in your service package or separately charged (e.g., TV Box, TV Adapter, modem and wireless gateway). Jumper cables, cable connectors and splitters are not considered rented equipment.

In-Home Wiring” means wiring you own or control from the Demarcation Point to the individual phone jacks, TV and Internet outlets in the home that work with your Xfinity services, as well as all cable jumpers, cable connectors and splitters used for the covered Xfinity services in connection with the In-Home Wiring.

Inaccessible In-Home Wiring” means wiring that is behind sheet rock, brick, metal, cinder block, plaster, dry wall or similar structural elements that cannot be serviced without breaching the structure.

Customer Equipment” means equipment or components owned or provided by the customer, including, but not limited to, TVs; third party TV Boxes, modems, wireless gateways; streaming devices or media players; computers; home audio equipment; faxing equipment, scanners or printers; and telephones.

Service Protection Plan Terms and Conditions

The Service Protection Plan covers charges related to service visits: (1) for the diagnosis and repair of In-Home Wiring used with your covered Xfinity services; (2) for the diagnosis of issues relating to the connection between your Customer Equipment and your Xfinity services; and (3) for education about Xfinity TV, Xfinity Internet and Xfinity Voice services.

The Service Protection Plan is only available to residential Xfinity TV, Xfinity Internet or Xfinity Voice customers.

The Service Protection Plan covers the In-Home Wiring used with your Xfinity TV, Xfinity Internet and Xfinity Voice services. Specifically, the Service Protection Plan does not cover Inaccessible In-Home Wiring or wiring of any kind used to deliver the following services: (1) non-standard telephone systems such as PBX or fixed wireless services; (2) video or data transmission services delivered by Direct Broadcast Satellite, Multi-channel Multi-point, “C Band” fixed wireless providers and other providers; or (3) Digital Subscriber Lines (“DSL”) or similar telephone high-speed data lines or video offerings provided by an existing or competitive local exchange carrier.

The Service Protection Plan is optional. You do not need to purchase the Service Protection Plan to receive support for any issue affecting our outside plant or network, Xfinity services or for any equipment we rent to you.

The Service Protection Plan may be cancelled at any time; however, if the Service Protection Plan is cancelled within 60 days of a chargeable in-home service visit, you will be charged for the service visit. The Service Protection Plan is no longer available for purchase. If you cancel the Service Protection Plan, you will not be able to add it back onto your account.

The Service Protection Plan does not cover repair to Customer Equipment. However, as a Service Protection Plan customer, you will not pay for a service visit if the Xfinity technician discovers that the trouble is caused by your Customer Equipment.

The Service Protection Plan does not cover installations of new Internet outlets, TV outlets or telephone jacks, or optional moves or reconfigurations of existing Internet, TV outlets or telephone jacks.

If the work is not covered under the Service Protection Plan you may: (1) make the repair yourself; (2) hire an outside contractor at your cost; or (3) or if it is work that we perform, have us perform the work at our standard billing rate. See the Agreement for Residential Services for more information.

The Service Protection Plan does not cover rewiring after a residence is destroyed or damaged by fire, natural disaster, vandalism, gross negligence or willful damage. 

The Service Protection Plan is effective the day you order the Service Protection Plan. Charges for the Service Protection Plan and terms or conditions applicable to the Service Protection Plan may change at any time with at least 30 days prior written notice. 

Except as expressly set forth herein, and as permitted by law, Comcast shall not be liable for any damages (including indirect, incidental, punitive or consequential damages of any kind) arising from work performed under the Service Protection Plan. Comcast makes no warranties, express or implied, under the Service Protection Plan and specifically disclaims any warranty of merchantability or fitness for a particular purpose.

The Service Protection Plan terms and conditions are in addition to and not in lieu of the Agreement for Residential Services. Other restrictions may apply.