OVERVIEW: Service Protection Plan (SPP) is for residential customers covering in-home rel ated service calls.

It allows for a customer to avoid a service call charge in the event that it is determined the diagnosed trouble is caused by inside wiring issues or problems with Comcast-owned equipment. Comcast is responsible for maintaining and repairing all cable equipment as well as cable wires from the tap to the ground block outside the home, which has bee n deemed the demarcation point. From the demarcation point into the home, respo nsibility changes from Comcast to the customer. Service problems covered under the SPP include, but are not limited to, all ins ide cabling, inside connectors, splitters, jumpers, and damage to Comcast equipm ent caused by acts of nature and other causes that are beyond the customer s control . Service problems not covered under SPP include problems with customer owned equ ipment and damage to Comcast equipment due to tampering. To the extent that the error or issue is found on the customer premises is deem ed to be resultant from a Comcast error or omission, based on assessment of the on-site inspection by the field tech and approval by the field supervisor, the c harge may be waived by the company. The following charge identification process has been identified as the Best Pra ctice in this area. The process is as follows: SPP and MDUs The Service Protection Plan covers Single Family Units (SFUs), and does not cove r customers who live in MDUs. An MDU is a Multi Dwelling Unit, defined as an ap artment building that consists of multiple units. Comcast will maintain inside wiring within the complex, not the specific unit Customers responsible for wiring within the unit CAEs can t sell SPP to MDU customers Comcast is assuming operational responsibility for the inside cable wiring in m ost MDU complexes. Because the inside wiring distribution in an MDU can be comp licated, this will assure that all of our customers in an MDU have the highest l evel of service. MDU customers are responsible for wiring within the unit itself such as adding th eir own splitters, making changes to the connections to the products in the home , etc, which may result in a chargeable service call It is very important to determine if the customer is in a Single Family Unit (SF U) or a Multiple Dwelling Unit (MDU) in order to know if the customer qualifies for SPP. Use the house information screen in CSG to determine whether the customer is el igible for SPP, by determining whether they are an MDU or SFU. SPP Covers Video All cable television wiring from the point of demarcation into the home. All fittings for cable television wire inside the home, including jumper cables less than six feet in length to and from the customer s equipment. All CATV splitters, amplifiers (purchased from and installed by Comcast) , connectors, and matching transformers on the customer s equipment. Damage to Comcast-owned equipment inside the home due to acts of nature, such as lightning damage to splitters, amplifiers, and converters. Customer education HSD All HSD cable wiring and Comcast-owned equipment from the point of demar cation into the home. All fittings for HSD inside the home, including jumper cables less than six feet in length to and from the customer s equipment. All CATV splitters, amplifiers (purchased from and installed by Comcast) , connectors, and matching transformers on the customer s equipment. -

Damage to Comcast-owned equipment inside the home due to acts of nature, such as lightning damage to splitters, amplifiers, and modems. Customer education Telephony All Telephone wiring from the point of demarcation into the home. All fittings for telephone wire inside the home. Damage to Comcast-owned equipment inside the home due to acts of nature, such as lightning damage to splitters, amplifiers, and eMTAs. Customer education SPP Does Not Cover All customer-owned equipment repairs, including but not limited to telev isions, stereos, surround sound systems, VCRs, and DVD players or recorders. Damages due to customer tampering of Comcast s equipment. Damage to customer-owned equipment (including but not limited to televi sions, stereos, surround sound systems, VCRs, and DVD players or recorders.) ins ide the home due to acts of nature, such as lightening damage. Video services delivered by other video providers (DBS, etc.) Surround sound wired through the television. Wall fishing Installation of additional outlets or relocation of outlets Installation of entire home entertainment system or equipment (DVD playe r, surround sound receiver, etc.) Installation of Picture in Picture system. All customer-owned equipment (PC, faxes, scanners, printers, monitors, m ouse, CD/DVD drives, external drives, etc.) All customer-owned equipment problems and issues (ie. Attachment of prin ters, etc.) All customer-owned home networking equipment Installation of HSD equipment Installation of a customer-owned modem Damages due to customer tampering of Comcast equipment Damage to customer-owned equipment inside the home due to acts of nature , such as lightning damage. DSL lines HSD service delivered to the home by another provider Wall fishing Installation of additional outlets or relocation of existing outlets Installation of telephone equipment in the home All customer-owned equipment (telephones, answering machines, Caller ID box, etc.) Installation of additional outlets or relocation of existing outlets. Damages due to customer tampering with Comcast Equipment Damage to telephone equipment inside the home due to acts of nature, suc h as lightning. Non standard telephone systems such as PBX or wireless. Telephone wiring owned by another telephone provider