Installation: questions and answers

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These answers draw on the service agreement, the company's published service description and customers' own accounts. Where something is not published, the answer says so and tells you to ask.

What should I get ready before the visit?

Clear the places where equipment may go: the spot near the roof edge or wall the technician will want to reach, and the indoor spot where the power injector and router will sit near an outlet. Think about where you want the router, since it should be in the open and near the middle of the house when it can be. Tell the office about trees, a steep roof, a dog in the yard or a locked gate when you book. The guide on getting ready for your install has the checklist.

Keep your current service running until the new one works. Nothing about the install requires you to cancel first, and you will want the old line if the visit shows the path is blocked.

What does the service agreement say about the install?

It says the customer provides reasonable access to the premises and adequate work space, and keeps the premises free of hazardous material, such as asbestos, while the work is done. It says the agreement takes full effect when installation is complete. And it says that after service ends, the customer is responsible for any alterations of the structure that were made to provide the service. Read the whole agreement on the service agreement page.

On install day the agreement requires payment of the labor charge plus the prorated monthly charge from the install date to the next billing date. No amount is published, so ask for it when the visit is scheduled.