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Help + Support : Wire Maintenance Plan

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LUS Fiber will make reasonable efforts to repair your internal wiring that is covered by this plan. Such wiring includes:

  • Inside telephone wiring that runs from the LUS Fiber box on the outside of your home to the telephone wall outlets/telephone demarcation point(s) in your home. All other telephone wiring not falling within the above description is not covered.
  • Video service wiring, running from the LUS Fiber box outside of your home to coax wall outlet(s)/video demaraction point(s) inside your home. All other video wiring not falling within the above description is not covered.
  • Internet wiring from the LUS Fiber box on the outside of your home to the Internet wall outlet/Internet demarcation point in your home. All other Internet wiring not falling within the above description is not covered.

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Terms and Conditions

LUS Fiber offers an Inside Wire Maintenance Plan to LUS Fiber residential customers. Under this plan, an LUS Fiber representative will identify and repair wiring issues as they relate to your video, internet or phone services provided by LUS Fiber. If it is determined that LUS Fiber cannot troubleshoot a problem you are experiencing via phone and a visit to your home is needed, in many instances, your Inside Wire Maintenance Plan subscription may cover the cost to repair your connection. The monthly fee for the LUS Fiber Inside Wire Maintenance Agreement is $6.49. This agreement will take effect within 2 business days upon customer accepting the Agreement. The minimum term of the Agreement is six (6) months. If you should decide to cancel the plan prior to the initial six (6) month period, you will be billed for the remainder of the six (6) month time period on your following bill. If you cancel your inside wire maintenance agreement at any time, you may not renew it again for twelve (12) months. 

The following Terms and Conditions apply to your Inside Wire Maintenance agreement. LUS Fiber will make reasonable efforts to repair your internal wiring that is covered by this plan. Such wiring includes:  

a. Inside telephone wiring that runs from the LUS Fiber box on the outside of your home to the telephone wall outlets/telephone demarcation point(s) in your home. All other telephone wiring not falling within the above description is not covered.

b. Video service wiring, running from the LUS Fiber box outside of your home to coax wall outlet(s)/video demarcation point(s) inside your home.  All other video wiring not falling within the above description is not covered.

c. Internet wiring from the LUS Fiber box on the outside of your home to the internet wall outlet/internet demarcation point in your home. All other internet wiring not falling within the above description is not covered.   

If it is determined that access to wiring inside of walls is needed in order to make repairs such access must be provided by the residential customer to the LUS Fiber technician. LUS Fiber technicians will not punch or cut through walls to access wiring. Gaining access to wiring inside of walls must be paid by the customer and not LUS Fiber. If it is determined, while the technician is at your home, that access within the walls is necessary in order to do the repairs, the repair process will be halted and rescheduled after access has been created. 

The following is a list of items NOT covered by the LUS Fiber Inside Wire Maintenance Plan: 

a. Any issues or conditions that existed before installation of LUS Fiber at the premises. 

b. Phone wiring from the phone jack to the telephone.

c. Existing jacks for internet, video or phone that are not considered up to industry standards (to be determined at the sole discretion of the LUS Fiber technician.)

d. Customer-owned equipment, including, but not limited to: VCR’s, DVD players, televisions, telephones, answering machines, non-LUS Fiber set-top boxes, sling boxes, modems, computers, computer monitors, routers, etc.

e. Any wiring for phone, internet and video that is beyond any of the service demarcation point(s) and located outside of your home, and not covered elsewhere in this Maintenance Plan. 

f. Any wiring that LUS Fiber deems inaccessible.

g. Wiring between apartment buildings or other multiple tenant dwellings. 

h. Outlets not associated with the provision of LUS Fiber services

i. Outlets utilized to provide electricity to any device 

j. Damages incurred as the result of a natural disaster, fire, negligence, storm, and person or animal-inflicted damage. 

k. Any type of installations or changes that are considered part of the initial installation set–up and/or an upgrade in services.

If an LUS Fiber service call is set up and the LUS Fiber Technician finds that your issues are not covered by your Inside Wire Maintenance subscription, you will be billed at the regular hourly rate for repairs, which is $46.95 per hour during regular LUS Fiber business hours (Monday – Friday 7am to 6pm) or the afterhour/weekend/holiday rate of $59.95 per hour.  

LUS Fiber may, at any time, decide to discontinue offering this plan to customers with a 30-day written notice to those who subscribe to the plan. 

This plan can be cancelled at any time by the customer, after the initial 6 month minimum signup period, and the customer will only be liable to pay for the days the plan coverage was in effect. If the customer has already paid for services at the time of cancellation, a bill credit will be issued for the pro-rated amount, as determined by a representative of LUS Fiber. 

LUS Fiber shall not be liable for any injuries to persons or property arising out of installations, maintenance or repairs performed in connection with any product or service offered under this Plan, nor shall LUS Fiber be liable for any other damages including, but not limited to, indirect, incidental, special or consequential damages, arising from the customer's use or inability to use such inside telephone wire, cable wire, internet wire, telephone jacks or cable outlets.

In the event that LUS Fiber diagnoses a problem that is not covered by this Plan, and the customer requests further work be performed by LUS Fiber to correct said problem, and LUS Fiber agrees to perform said further work, then LUS Fiber will bill and customer shall pay the then-effective LUS Fiber rate for such further service work.  LUS FIBER EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES RELATED TO ANY AND ALL PRODUCTS AND SERVICES PROVIDED PURSUANT TO THIS PLAN. THIS DISCLAIMER EXPRESSLY INCLUDES, BUT IS NOT LIMITED TO, DISCLAIMER OF ALL WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. LUS FIBER'S LIABILITY UNDER THIS PLAN IS LIMITED TO THE AMOUNT PAID UNDER THIS PLAN.

To report an LUS Fiber service problem that you think may be related to your home wiring, please contact an LUS Fiber Customer Support representative

If you are not the owner of the property where LUS Fiber will perform these services, you hereby warrant and represent that you have obtained all necessary permissions from the owner of the building and you will indemnify LUS Fiber from any liability arising from a breach of the representation and warranty.

 


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