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D.C. Municipal Regulations (Last Updated: September 13, 2017) |
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Title 15. PUBLIC UTILITIES AND CABLE TELEVISION |
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Chapter 15-31. CUSTOMER SERVICE STANDARDS |
Section 15-3109. INSTALLATION
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3109.1A cable operator shall complete a requested standard installation and installation of other additional services, including requests for additional outlets, service upgrades, or other connections (for example digital service or cable modem), within seven (7) days from the date a subscriber places the order, unless the subscriber requests a later date. A cable operator shall complete a requested installation in a multi-dwelling unit building not currently wired for residents to receive any service from the cable operator within thirty (30) days. Consistent with applicable law or franchise agreement, any installation to a multi-dwelling unit building that exceeds the time limits must be approved by OCT. If a cable operator does not perform a standard installation within the applicable time periods stated above, the cable operator shall waive all installation fees or associated charges.
3109.2A cable operator shall complete a nonstandard installation within a period agreed upon by the cable operator and subscriber. A nonstandard installation, as defined by an applicable franchise agreement, shall include all installations for commercial accounts, subject to applicable law. If the subscriber requests a nonstandard installation, a cable operator shall provide the subscriber, in advance, with an estimate of total installation cost and an estimated date of completion.
3109.3Before or upon installation, a cable operator shall provide a subscriber a copy of the service contract between the cable operator and subscriber, if any exists.
3109.4To the extent reasonably possible, a cable operator shall observe and comply with a subscriber's preference as to the cable operator's point of entry into the subscriber's premises and a building owner's preference as to the point of entry into a building. The cable operator may impose a reasonable charge upon a subscriber who requests a custom construction procedure (for example, wall fishing). A cable operator shall make cable runs in building interiors as unobtrusive as possible.
3109.5A person who requests the installation or activation of cable service or any other service from a cable operator shall have the right at no charge to rescind the request at any time prior to physical installation at the subscriber's premises or the commencement of service. However, the right of rescission shall expire once the person actually receives the requested service.