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Fee Schedule
The following fees are effective as of October 1, 2024.
| Fee | Total Connect Subscription | Description | ||
|---|---|---|---|---|
| None | Basic | MAX | ||
| Missed/Late Appointment Fee | $100 | $100 | $100 | Any missed appointment or cancel/reschedule under 24 hours. |
| ONT/Router Replacement – warranty qualified work only | FREE | FREE | FREE | All subscribers are entitled to basic Wire 3 equipment replacement related to equipment failure, unless the failure is the result of abuse or customer or third party caused damage, including power surge, accidental and/or water damage. |
| ONT Replacement – physical damage | $100 | $100 | $100 | Equipment failure due to physical or water damage. |
| ONT replacement – power surge | $50 | FREE | FREE | Equipment failure related to power surge. Customers are advised to use a surge protector on sensitive electronic equipment. Total Connect includes power surge replacement for Wire 3 equipment. |
| Eero Pro 6e/7 Max – physical damage | $116/$269 | $116/$269 | $116/$269 | Equipment failure due to physical or water damage. |
| Eero Pro 6e/7 Max – power surge | $116/$269 | FREE | FREE | Equipment failure related to power surge. |
| Service drop replacement for cable cut | $100 | FREE | FREE | A severed service drop, damaged home NID or damaged inside cabling is free for Total Connect customers only. Does not apply to buried drops prior to drop-bury completion. |
| Non-returned equipment fee | $116 per Eero Pro 6e $269 per Eero 7 Max |
$116 per Eero Pro 6e $269 per Eero 7 Max |
$116 per Eero Pro 6e $269 per Eero 7 Max |
All equipment must be returned upon cancellation or be subject to an equipment replacement fee. |
Total Connect Subscription Policies
Total Connect services will be subject to a one-time setup fee of $50, unless added at the time of order or during the initial installation appointment.
All Wire 3 services include a 30-day satisfaction guarantee. After the 30-day period, a Total Connect subscription must remain active for a minimum of 12 months, unless the underlying service is being cancelled at the same time. Customers may cancel their service, but downgrading Total Connect service is only permitted with the payment of a $50 cancellation fee.
Total Connect does not apply to service required or equipment damage due to acts of third parties unrelated to Wire 3, acts of God, civil disorder, terrorism or war, including exceptionally severe weather, hurricane, flood, fire or explosion. Service and equipment repair/replacement applies only to Wire 3 owned or provided equipment and not customer or third-party equipment.
General Policies
Promotional Offers
All Wire 3 pricing plans are considered limited time offers and subject to change at any time without prior notice. Promotions are only available for a limited time and must be delivered in a timely manner.
Once an order is qualified for installation, the customer will be notified in writing with a link inviting them to schedule their service installation. The customer is obligated to schedule the installation within 30 calendar days, or the order will expire. The customer is granted flexibility to cancel or reschedule to extend this timeframe, but the installation must be completed within 45 calendar days to remain qualified for promotional pricing. Any orders not scheduled within this timeframe will be cancelled and the customer will be required to enter a new order at current pricing.
Regardless of availability of promotional pricing, all orders will cancel if not scheduled within 30 days of being qualified for scheduling, or a total of 45 days if rescheduled after scheduling within the 30-day window.
Late Reschedule/No-Show Appointment Policy
The customer is entitled to cancel and reschedule an appointment at any time, but they must do so at least 24 hours in advance. Any late cancellations, reschedules or no-shows on a scheduled appointment (installation or service call) will be subject to a $100 service fee, regardless of their Total Connect subscription status.
Cancellation Policies
All Wire 3 services are sold in 1-month increments, subject to certain upgrade and downgrade limitations listed below. Customers who wish to cancel may request a cancellation via these methods:
- Cancellations requested in writing must be sent to help@wire3.com using the primary email address affiliated with the customer’s account. No other written cancellation will be accepted.
- Verbal cancellation requests will only be accepted when speaking with a customer service representative by calling 386-777-8835. The cancellation call must originate from the phone number associated with the customer’s account. Upon authentication of the customer’s identity, the customer service representative will send the written cancellation notice on behalf of the customer. No verbal cancellation requests to any other person or phone number will be accepted.
Cancellation requests can require up to 24 hours from the receipt of the written notice to process. Cancellations may not be made retroactively. Therefore, we recommend submitting cancellation requests 30 days in advance.
When a cancellation is processed, the customer’s subscription will be set to non-renewing status and an official cancellation notice will be set to the customer notifying them service was set to cancel and confirmation of the official cancellation date.
The customer can request the cancellation be reversed at any time prior to cancellation. Upon request, a customer service representative will update the subscription from non-renewing status back to active. The subscription will begin renewing automatically.
No pro-rates or refunds will be permitted for mid-month cancellations. Wire 3 services are sold in 1-month increments only.
Total Connect services will cancel commensurate with cancellation of the underlying service. Total Connect services may not be downgraded for at least 12 months once added to an account. Early cancellation of Total Connect, severed from the underlying subscription, is subject to a one-time $50 cancellation fee, unless cancelled within the first 30-days of subscribing.
All Wire 3 services include a 30-day satisfaction guarantee. If the customer is unsatisfied with their service, they may request a refund and/or cancellation, so long as that cancellation is processed before the first renewal. Refunds for cancellation are not automatic and are only granted upon request. Upon request, the customer will receive a refund only upon return of all equipment to Wire 3 clean and in good working order, subject to equipment return policies.
After the 30-day satisfaction period, Wire 3 does not issue service credits, outage credits, refunds, or pro rates of any kind for partial service periods, or for any reason. There is no guarantee or warranty of service, including, without limitation, no guarantee of whole home WiFi coverage.
Termination of Total Connect Services
After the 30-day satisfaction window, Total Connect subscriptions must be kept for a minimum of 12 months, unless cancelled with the underlying Internet service. Any early cancellation will subject to a $50 cancellation fee.
All network extenders must be returned within 45 days of termination of Total Connect services. A return shipping label will be provided to the customer when the cancellation is processed. Power supplies and cables should be returned in the box.
The 45-day return clock begins on the day a customer’s Total Connect subscription is moved into “cancel” status. For most customers requesting cancellation, a subscription will be moved into non-renewing status with the cancellation scheduled to occur at the next renewal date. The customer is entitled to Total Connect services through the actual cancellation date, not the date the customer requested their service to stop renewing.
All Eero routers and extenders will be electronically disabled on the day of cancellation. Since most cancelling subscriptions are set to non-renewing, the Eero will not be disabled until the next renewal date when the cancellation is processed.
Reconnection Policy
Customers wishing to reconnect and take advantage of legacy pricing plans may request to reconnect and reactivate their services, so long as the request is made within 90 days of cancellation and approved by Wire 3. After 90 days, customers must submit a new order and be subject to the latest pricing offered at that time.
Termination of Wire 3 Internet Service
All Eero equipment must be returned clean and in good working condition within 45 calendar days of termination of service. A return shipping label will be provided to the customer via email. All power supplies and cables must be returned in the box. Subscribers failing to return equipment in this timeframe will be obligated to pay a non-returned equipment fee (see fee schedule elsewhere.) Equipment returned after 45 days will not satisfy the obligation to pay this fee.
The 45-day return clock begins on the day a customer’s subscription is moved into “cancel” status. For most customers requesting cancellation, a subscription will be moved into non-renewing status with the cancellation scheduled to occur at the next renewal date.
