Inside Wire Maintenance Plan

As a subscriber to the Relyant Communications Inside Wire Maintenance Plan, if you experience trouble with your telephone, broadband, or video service, Relyant Communications will repair your service at no cost to you in accordance with the Inside Wire Maintenance Agreement.

 

Inside Wire Maintenance is an optional service and is not required to receive service from Relyant Communications.  The Wire Maintenance plan is provided to protect the customer from unexpected charges due to trouble with inside telephone, broadband, or video wiring, phone jacks, and customer owned equipment.  This service can be canceled anytime, but the customer may be responsible for any fees that were waived if they cancel before the end of their 12-month agreement.  Please talk with one of our Customer Service Representatives about any early cancellation fees before discontinuing the service.

 

The price and terms of the Wire Maintenance plan are subject to change.  The customer will be notified of these changes in advance.

 

Terms and Conditions

 

The Inside Wire Maintenance Plan is offered by Relyant Communications to all its customers.  By paying for this service, you agree to be bound by all the provisions of terms and conditions including any modifications to the terms and conditions adopted by Relyant Communications in the future.

 

For a flat monthly fee per subscriber line, the Inside Wire Maintenance Plan provides isolation of the trouble and repair or replacement to any telephone, broadband, or video wiring or jacks.  This fee is dependent on the number of subscriber lines and services the customer has with Relyant Communications.

 

The wire maintenance plan becomes effective after a technician has visited the premise and verified that the wiring is in working condition and up to industry standards.  If a site visit is not requested or needed at the time wire maintenance is taken, then the plan becomes effective 30 days after the initial signup date.

 

The customer is responsible for calling Relyant Communications’ repair service to report a trouble with their service.  The customer is required to do basic troubleshooting with the representative on customer owned equipment, equipment leased from another vendor, and certain Relyant Communications owned equipment.  This troubleshooting is intended to check common issues with the service and speed up the repair process.  If the customer refuses to troubleshoot with the representative, a service call charge may apply if the trouble is caused by customer owned equipment or customer negligence.

 

Relyant Communications will troubleshoot and repair or replace any telephone, broadband, or video wiring or jacks which are covered by the maintenance plan at no charge to the customer.  The manner in which we replace a customer’s wiring or jacks is at our discretion.  We try to put wires and jacks back in their original location, but we are not always able to do so because of how the home is constructed or because the wiring was not installed according to our normal standards.  Surface mounting and home run wires are our standard practice for replaced wiring and jacks.  Wall fishing may be possible when requested for an additional charge.

 

Relyant Communications will also isolate any telephone troubles caused by customer owned equipment or equipment the customer is responsible for at no charge as long as the customer does not abuse the privilege.  If the trouble is found to be caused by customer owned or maintained equipment or customer negligence, the repair technician on site will educate the customer on how to check or avoid these troubles in the future.  If the customer continues to have troubles with customer owned equipment or neglected wiring, jacks, or Relyant Communications equipment, the customer may be subjected to a service call charge.

 

Relyant Communications will test the broadband service up to the broadband termination point and replace the wire or jack if necessary at no charge to the customer. The broadband termination point is defined by Relyant Communications as the data jack or data plug at the end of the Cat5 wire that is connected back to the equipment providing broadband service.

 

Charges for Wire Maintenance Customers

 

Relyant Communications strives to maintain the highest standards in customer service and does not wish to charge customers unnecessary fees, but if the customer continues to call in troubles on issues that can be avoided or fixed by the customer, charges will apply.

 

Each customer has a Power Supply (UPS) installed in their home to power the equipment (ONT) Relyant Communications installed in order to provide service.  The customer is responsible for making sure that this UPS stays plugged into a working 120-volt receptacle (outlet) at all times.  If the UPS gets unplugged or loses power, it could result in loss of service.  If Relyant Communications responds to multiple troubles caused by the UPS losing power, the customer may be charged for a service call.

 

Any equipment owned by the customer or leased from a third-party vendor (i.e. satellite receivers, credit card machines) that is plugged into a phone jack is the customer’s responsibility.  The customer is responsible for unplugging all equipment not belonging to Relyant Communications from the phone jacks and checking each jack with a known working phone before calling in a trouble.  The customer should leave the equipment unplugged until the technician has visited their premise.  If the technician finds the trouble to be caused by customer owned or maintained equipment, the technician will educate the customer on how to unplug the equipment and check to see if their service is working.  If we continue to make visits to the customer premise for troubles caused by customer owned or maintained equipment, the customer may be charged for a service call.

 

The customer is responsible for keeping their wiring, jacks and Relyant Communications equipment protected from animals and pests.  If we make multiple trips to the customer premise to repair or replace wiring, jacks or Relyant Communications equipment damaged by anything other than normal wear and tear, the customer may be charged for a service call as well as the cost of the wiring, jacks, or Relyant Communications equipment.

 

If Relyant Communications responds to the customer premise and finds that the trouble was caused by intentional damage to wires, jacks, or Relyant Communications equipment or damage by a contractor working at the premise, the customer will be charged for a service call as well as for the cost of the wiring, jacks, or Relyant Communications equipment.

 

For broadband customers, anything (wiring, jacks, router, computer, Ethernet cable, etc.) past the broadband termination point is the customer’s responsibility and is not covered by the wire maintenance plan.  An additional plan (Network Wiring Maintenance) may be purchased to cover Ethernet cables and network cables and jacks that may be connected to a router.  Relyant Communications can troubleshoot and replace customer owned Ethernet cables, wiring, and jacks for an additional charge.  If the trouble is found to be caused by customer owned or maintained equipment or wiring the repair technician on site will educate the customer on how to test their service.  If the customer continues to request a site visit for troubles caused by customer owned equipment or wiring, the customer may be charged for a service call.

 

For video customers, TVs and remotes are the customer’s responsibility.  The customer is responsible for knowing how to operate their TV and get it on the correct input in order to view our service.  The customer is also responsible for maintaining the remote provided to them with the Set Top Box and replacing the batteries when necessary.  Relyant Communications will make a trip to the customer premise to help get their TV back on the correct input and try to educate the customer on how their TV works.  We will also replace the batteries in the Set Top Box remote control while on site if they are causing a problem.  If we continue to make trips to the customer premise because the TV is on the wrong input or batteries need replacing in the remote, the customer may be charged for a service call.

 

Continued abuse or misuse of the Inside Wire Maintenance Plan may result in the cancellation of the customer’s Inside Wire Maintenance Plan when deemed necessary by Relyant Communications.

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