SPP helps customers avoid charges for service visits to diagnose and fix Xfinity TV, Internet, or Voice services. It also covers service visits when you need help learning how to use your services.
SPP coverage
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Terms and conditions
SPP covers charges for service visits by technicians for:
- The diagnosis and repair of in-home wiring used with your TV, Internet, and Voice services.
- The diagnosis of issues relating to the connection between your customer-owned equipment and your Xfinity services.
- Education about your Xfinity TV, Internet, and Voice services.
SPP can be canceled at any time. However, it is no longer available to buy. If you cancel your SPP, you cannot add it back.
SPP doesn’t cover repairs to customer-owned equipment. However, if a technician finds that the issue is caused by your equipment, you won’t pay for a service visit.
SPP doesn’t cover installing new outlets or telephone jacks. It also doesn’t cover optional moves or changes to your existing outlets or jacks.
If the work isn’t covered under SPP, you may:
- Make the repair yourself.
- Hire an outside contractor at your expense.
- Have Xfinity do the work at standard billing rate, if it’s work that we provide.
- To learn more, see Agreement for Residential Services.
SPP doesn’t cover rewiring if your home is destroyed or damaged by fire, natural disaster, vandalism, gross negligence, or deliberate damage.
Charges for SPP, as well as its terms or conditions, may change at any time. If that happens, you’ll get written notice at least 30 days in advance.
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 SPP. Comcast makes no warranties, express or implied, under the SPP and specifically disclaims any warranty of merchantability or fitness for a particular purpose.
SPP terms and conditions are in addition to and not in lieu of the Agreement for Residential Services. Other restrictions may apply.
Definitions
Demarcation point
Demarcation point is the spot beginning 12 inches from where wiring enters your home. Xfinity is responsible for repairing and maintaining wiring outside the home, beyond this point, unless that wiring is owned by a third party (like another internet provider).
In-home wiring
In-home wiring is the wiring you own or control from the demarcation point to the phone jacks and outlets in your home that work with your Xfinity services. It also includes any cable jumpers, connectors, and splitters used for Xfinity services.
Wall fishing
Wall fishing is an installation method that requires cutting into a wall or structure to reach wiring behind materials like sheetrock, brick, metal, cinder block, plaster, drywall, or similar materials. Xfinity technicians don’t do wall fishing when repairing in-home wiring. You can do the wall fishing yourself or hire an outside contractor — like Hello Tech — to do it.
Customer-owned equipment
Customer-owned equipment is any equipment you own or provide. This includes:
- TVs.
- Third-party TV boxes.
- Modems.
- Streaming devices.
- Computers.
- Home audio devices.
- Fax machines, scanners, printers.
- Phones.
- Jumper cables, cable connectors, and splitters even if Xfinity gave them to you.
