1. (a) When an LEC receives a trouble report from its retail customer, the LEC shall test the local loop up to the point of demarcation.

2. (b) Simple wire customer.

   1. (1) If the problem is on the LEC’s side of the demarcation point, the LEC shall correct the problem at no cost to the customer.

   2. (2)

      1. (A) If the problem is on the customer’s side of the point of demarcation, the LEC will notify the customer that the problem is not in the LEC’s wiring or equipment.
      2. (B) There shall be no charge to the customer for determining and informing the customer that the problem is not in the LEC’s facilities up to the demarcation point.
      3. (C)
3. (i)
4. (a) (a) If the customer is a subscriber to a customer premises wiring maintenance agreement with the LEC, the customer may be entitled to further trouble isolation and/or repair provisions as specified in the maintenance agreement.

5. (b) (b) The LEC shall inform the customer about what is covered within the maintenance agreement.

   1. (ii) If the customer is not a party to a customer premises wiring maintenance agreement with the LEC, the LEC must inform the customer that the customer may:
6. (a) (a) Request that the LEC estimate the cost for diagnosis and repair of the problem;

7. (b) (b) Request that the LEC diagnose and repair the problem; or

   1. (c) (c) Assume full responsibility for having the problem diagnosed and repaired.

      1. (c) Complex wire customer.
   2. (1) If the problem is on the LEC’s side of the demarcation point, the LEC shall correct the problem at no cost to the customer.

   3. (2)

      1. (A) If the problem is on the customer’s side of the point of demarcation, the LEC will notify the customer that the problem is not in the LEC’s wiring or equipment.
      2. (B) In the absence of a tariff, there shall be no charge to the customer for determining and informing the customer that the problem is not in the LEC’s facilities up to the demarcation point.

Codification Notes: This section was promulgated as Rule 10.05 of the Telecommunications Providers Rules prior to codification in the Code of Arkansas Rules.