High Speed Scope of Support Products RCN Customer Service representatives will answer any questions regarding pricing, billing, features, services, products and/or promotions relating to dialup and cable modem accounts. This may include information regarding adding e-mail boxes and any and all information pertaining to what you receive with your account and what those features do. By default, your cable modem or dial-up service comes with the following services:
Services RCN Customer Service will aid you, or give you relevant information, regarding the use of the individual services offered with an account. For example, you will be assisted in username changes or mail forwarding should you require that help. In addition, you may be guided in how to make use of RCN utilities such as changing your password or checking web page disk space usage. You may also obtain information on where to upload your web site or how to access RCN’s news server. Software Hardware RCN takes responsibility for hardware that has been supplied
by us to you on a rental basis, such as a cable modem. Should
a problem arise with these items, RCN will either fix the
problem or offer a replacement at our sole discretion. RCN
will also warranty any network interface cards supplied by
us (RCN supplied NIC’s are available in selected markets
only) for a term of 30 days. After the warranty has expired,
you will be charged for the cost of replacing any defective
NIC or will be responsible for replacing it through a third
party. RCN's staff will not help to install any hardware supplied
by a third party with the exception of describing how a modem
will be fit into a slot inside the computer, a PCMCIA slot,
or hooked up via a serial cable to a serial port. Additionally, RCN cannot help you should you be having problems
with your computer in general, such as frequent crashes, slowness,
hardware conflicts, or failure to boot up. Such issues should
be directed to your computer’s manufacturer for guidance. Connectivity It is expected that customers will be helped to ensure optimal
connections to the Internet. This includes helping to resolve
basic modem problems by trying different initialization strings,
verifying that you are using the correct Communications Port,
verifying configuration settings, and/or checking physical
connections. Customer Service will also aid in helping to clear up any
other non-modem related connectivity issues unless the problem
stems from hardware or software a customer has installed in
order to network their home computer(s). This may include
authentication problems, unexpected disconnected sessions,
unreasonably slow connections, or DNS issues. Customer Service
will make sure that they have used all available tools to
ensure a reasonable connection to the Internet for all customers.
For cable modem service, should all efforts to resolve the
problem fail, the RCN representative may schedule an appointment
with a field technician to visit your home if they feel that
a visit is necessary to resolve the issue. Networking RCN’s dial-up and high speed Internet service is intended
to be used for residential consumers. Servers are not supported
on RCN’s network. By default, RCN’s Internet service
comes with one dynamic IP address. While additional IP addresses
are available in some markets for an added monthly charge
for cable modem subscribers, RCN will not aid a customer in
setting up a network, firewall, or any hardware or software
which allows for connecting a server or multiple computers
to RCN’s network. RCN technicians are responsible for
connecting to the Internet one, and only one, PC in the customer’s
home. |
Fast speeds (300k+ for cable modem and up to 56k for dial-up)
Service offerings are contingent upon RCN verification that the specific address covered by the service request is an RCN serviceable location. Prices do not include taxes, franchise fees or other surcharges. Services and pricing are subject to change. All photos used within rcn.com are intellectual properties of their respective owners. Services are subject to terms and conditions of RCN’s subscriber agreements, on-line policies, and other applicable terms and conditions. Other restrictions may apply.
