Customer Commitment

What We Promise

Plain language

We will explain your service, your bill, and your options in language anyone can understand. If something is unclear, ask, and we will rewrite it.

Honest pricing

Our prices and fees are listed on the Broadband Consumer Label for each plan. There are no hidden charges. Taxes and government fees are itemized on your bill. If we change a price or fee, we will give you at least 30 days notice.

Real people

When you call customer service, you will reach a person who can help. We do not hide behind menus designed to keep you out.

Responsive support

We answer support calls and respond to support emails on the same business day. Technical issues are triaged based on severity. Outage updates are shared through our customer service channels.

Service work that does not waste your time

When we schedule an installation or service call, we give you a specific window and we keep it. If we are running late, we will let you know.

Equipment that works

We provide equipment that supports the speeds in your plan. If it stops working through normal use, we replace it at no charge.

Straight talk about outages

If something is broken, we will say so. We will tell you what we know, what we do not know yet, and when we expect to know more. We will not pretend the problem is somewhere else when it is ours.

Respect for your privacy

We do not sell your information. We do not share it for purposes outside of running your service, unless you tell us to or the law requires it. Our Privacy Policy explains the details.

Respect for your time when you leave

If you choose to cancel, we will not put you through retention scripts or make the process hard. Tell us when, return the equipment, and we will close out the account.

What We Ask of You

Pay your bill

We are a small company. Paying on time keeps us going. If you cannot pay on time, contact us and we will work with you on arrangements.

Use the service the way it is intended

Residential service for residential use. Business service for business use. If your needs change, tell us and we will help you find the right plan.

Take care of the equipment

Treat the equipment we provide as if it were yours. Return it if you cancel.

Keep your information current

Update your address, phone, and emergency contact information when it changes. This is especially important for 911 service.

Tell us when something is wrong

We can fix problems we know about. If service is acting up, contact us. Do not assume we already know.

Outage Credits

If your service is unavailable for more than 24 consecutive hours because of a problem on our network, contact us before your next invoice due date and we will issue a credit for the affected time. We do not credit outages caused by your equipment, third party services, or events outside our control.

Complaints

If something has gone wrong and you are not satisfied with how we handled it, contact us directly first and ask for it to be escalated. If we still cannot resolve it, you have the right to file a complaint with the Federal Communications Commission, your state public utilities commission, or your state attorney general.

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