Post-Disaster Consumer Protection Measures For Spectrum Voice® and Spectrum Mobile™ Customers in California

If there is an emergency proclamation issued by the Governor of California or the President of the United States in your area that results in a disruption in service¹ or degradation of the quality of service,² Spectrum Residential Voice, Business Voice and Mobile (5 lines or less) customers have the following rights under the rules of the California Public Utilities Commission for a duration of not less than 12 months from the date of the emergency proclamation or as appropriately determined by the California Office of Emergency Services:

1. Temporary availability of mobile phones at a county or city designated shelter for customers seeking shelter from a disaster

2. Waiver of one-time activation fee for establishing remote call forwarding, remote access to call forwarding, call forwarding features, and messaging services

3. Waiver of the monthly rate for one month of remote call forwarding, remote access to call forwarding, call forwarding, call forwarding features, and messaging services

4. Waiver of the service charge for installation of service at the temporary or new permanent location of the customer and again when the customer moves back to their original premises

5. Waiver of the fee for one jack and associated wiring at the temporary location regardless of whether the customer has an Inside Wire Plan

6. Waiver of the fee for up to five free jacks and associated wiring for Inside Wiring Plan customer upon their return to their permanent location

7. Waiver of the fee for one jack and associated wiring for non-Plan customers upon their return to their permanent location

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For more information, visit Spectrum.net/CARelief.

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¹ "Disruption" is the (1) loss of dial tone; (2) no connection or otherwise non-functioning service; or (3) circumstances in which the caller cannot make or receive a voice call because the disaster has rendered the service nonfunctional and so, the caller is unable to make a 9-1-1 call.

² "Degradation" occurs in situations where service is not completely out, but callers still encounter poor service quality, including, but not limited to, static, failure to connect, a fast busy signal, and/or dropped calls, including 9-1-1 calls.