Service Protection Plan

Add the Wave service protection plan for the ultimate in peace of mind.

Our service protection plan includes:

Service calls related to visible wiring, equipment issues, and set up for cable TV, high speed internet, and home phone
Service calls for support and customer education when you need it
Flexibility to cancel the plan anytime, no contract required

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What’s Covered in the Plan?

What’s Not Covered in the Plan?

Cable television, high-speed internet and home phone wiring from the point of demarcation into your home.
Fittings for cable television and high-speed internet wiring inside your home, including coaxial jumper cables less than twelve feet in length to and from your equipment
Telephone jacks and telephone twisted pair jumpers inside the home
Cable television splitters, and Wave-purchased amplifiers
Trouble calls due to customer education, or customer-owned equipment connected to Wave services
Free service trip and diagnosis for all problems related to customer-owned equipment

Repair of any customer-owned equipment (i.e TVs, DVD players, home theater systems, PCs, printers, monitors, hard drives, telephones, answering machines, etc.)
Installation of additional outlets/jacks or relocation of existing outlets/jacks
Installation of any customer home entertainment, internet or phone equipment (i.e. TVs, DVD players, PCs, etc.)
Repeated or intentional customer damage to any Wave equipment and/or wiring
Inside wiring used by other vendors to provide video, internet and/or phone services
Inside wiring or equipment used for non-standard telephone systems such as PBX or fixed wireless
Surround sound wiring or equipment
The repair or installation of wire concealed within a wall
Damage to equipment inside the home due to acts of nature, such as fire, flood, earthquakes, etc
Computer configuration assistance
Home security systems

Frequently Asked Questions

Does Service Protection Plan cover wiring installed by the customer or a third party?+

No. Wave’s Service Protection Plan only covers coaxial cable installed by Wave or our predecessors in interest. Coaxial cable installed by the customer or a third party is not covered. Most coaxial cable sold in retail stores does not meet the standard wire specifications outlined in the National Electrical Code and the Electronic Industry Association standards. All phone wiring, so long as it is installed to industry standards, is covered regardless of who installed it. (Phone wire is built to a set industry standard, regardless of vendor).

Does Service Protection Plan cover customer damage to outside wiring?+

No. Wave’s Service Protection Plan only applies to inside wiring. All outside wiring, beyond the demarcation point, is our responsibility unless there is deliberate damage, or the wiring is owned by another service provider. Please note that you may be responsible for any damage you cause to outside wiring.

What is the demarcation point?+

The demarcation point begins 12 inches outside of your home and extends inside to the individual cable outlets and extensions. For apartments, condominium or other group facilities, the demarcation point is the outlet or jack inside the unit.

Would Service Protection Plan cover the inside wiring if an animal chewed through the cable?+

Yes. Service Protection Plan covers repair for inside wiring regardless of reason, except where there is intentional damage or the wire is concealed inside the wall.

Does this cover repair of any customer-owned equipment or home security systems?+

No. Our coverage includes diagnosis, at no additional charge, which will confirm a problem residing within customer-owned equipment and/or home security systems; however, you are responsible for repair costs to any equipment you own.

Does Service Protection Plan cover the repair or installation of wires concealed within a wall?+

No, this plan only covers inside wiring from the cable outlet or jack to your equipment. Wiring within the walls is not covered.