As a BTES fiber service customer, you are eligible for our Residential Fiber Services Protection Plan for the fiber services you are subscribed to. If you have more than one telephone line (calling number), you must purchase the plan for each line. If this plan is added prior to service activation or within 30 days of activation, coverage becomes effective immediately. If it is added 30 days after the initial activation or beyond, the plan will not begin coverage until 90 days after it was added. A BTES Help Desk representative will troubleshoot issues with you to determine if the issue can be resolved or if a premise technician will need to be sent to your home.
Repair of wiring, splitters, and outlets on the customer’s side of the ONT (point of demarcation) due to normal degrading or caused by animals or unintentional damage by customer.
Only following the first exchange/pick up by customer at BTES and good faith attempt to set up equipment either with the support of BTES Help Desk or support at btes.net, in home exchange or installation of set-top box / VAP (including coax/HDMI and power cord) and BTES-rented routers.
Does NOT include:
Customer owned equipment including but not limited to: computers, laptops, tablets, phones, televisions, DVD players, Blu-ray players, surround sound, security systems, fax machines, non-BTES routers, non-BTES network equipment, etc.
Repair to customer-installed / modified wiring
Problems caused by customer negligence, damage caused by customer to BTES fiber or equipment, or damage caused by acts of God (fire, flood, etc.)
Installation of additional outlets
Remote failure or programming remote to customer equipment