All Points Broadband Home Protection Plan Terms and Conditions

(revision date – 2026.5.13)

These Terms and Conditions (these “Terms”) govern the All Points Broadband Home Protection Plan (“Plan”). By enrolling in or using the Plan, you (“Customer”) agree to be bound by these Terms.

1. Plan Overview

The Plan is a comprehensive wiring maintenance, repair, and in-home support program designed to support All Points Broadband residential services. The Plan is available for a monthly fee; current pricing is available at allpointsbroadband.com and on Customer’s monthly bill.

All Points Broadband will always first attempt to troubleshoot service-related issues remotely (e.g., by phone). If the issue cannot be resolved remotely, All Points Broadband will dispatch a technician to diagnose and/or repair the issue at the Customer’s premises.

The Plan is designed to:

repair or replace covered in-home and outside wiring and All Points Broadband equipment;
diagnose service-related issues inside the home; and
provide in-home support when remote troubleshooting is insufficient.

Customers who do not subscribe to the Plan will be subject to applicable labor and service charges for in-home service visits, diagnostics, and repairs.

The Plan is a service plan, not a contract of insurance, and amounts paid by the Customer under the Plan do not constitute insurance premiums.

2. Eligibility

The Plan is available only to Customers who subscribe to All Points Broadband residential services.

3. Service Coverage

3.1 Covered Wiring and Equipment

The Plan covers wiring located on the Customer’s side of the Demarcation Point, including wiring from the Demarcation Point to:

telephone and ethernet jacks;
Residential Gateway or ONT; and/or
video receivers (where applicable).

The “Demarcation Point” is defined as the wall-mounted NIU/NID unit located either inside or outside the Customer’s premises.

For Customers residing in Multiple Dwelling Units (MDUs), including apartments, condominiums, dormitories, cooperatives, or similar group housing, the Demarcation Point is defined as the wall jack or outlet where service enters the individual unit. In f repairs where such access is denied.

In addition, the Plan:

covers repair of All Points Broadband-owned wiring located on the exterior of a residential home when such wiring is accidentally damaged, including damage caused by the Customer or third parties (e.g., contractors), provided such damage is not the result of vandalism, gross negligence, or intentional acts; and
includes repair or replacement of All Points Broadband-owned equipment when damaged.

3.2 Included Services

Wiring Maintenance & Repair

As part of the Plan, All Points Broadband will provide the following maintenance and repair services (including maintenance and repair required as a result of normal wear and tear):

repair or replacement of wiring from the Demarcation Point to service outlets;
replacement of fittings, splitters, amplifiers, and outlets meeting industry standards; and
repair of All Points Broadband-installed wiring.

Accidental Damage Coverage

In addition to the services above, the Plan covers repair or replacement of wiring (including interior and applicable exterior wiring) and All Points Broadband equipment damaged due to common accidental causes, including but not limited to:

animal damage (e.g., chewed wiring);
electrical issues or power surges; and
damage caused during home or property work (e.g., contractor-related damage to interior or exterior wiring)

In-Home Diagnosis (No Charge)

As part of the Plan, All Points Broadband will provide the following diagnostic services:

in-home troubleshooting and diagnosis of service issues;
verification that All Points Broadband services and equipment are functioning properly; and
identification of incorrect customer connections or unauthorized outlets.

If a technician visit is required, Customer will not be charged for diagnosis—even if the issue is determined to be unrelated to All Points Broadband wiring, equipment, or services (e.g., a Customer-owned device such as a computer or streaming device).

Device Connection Support

As part of the Plan, All Points Broadband will provide the following support services for Customer’s connectivity:

assistance connecting Customer’s devices (e.g., streaming devices, smart TVs) to All Points Broadband internet or WiFi service; and
if remote troubleshooting does not resolve the issue, in-home assistance at no additional charge.

The device support described above is limited to connectivity assistance and does not include full device setup, configuration, or training.

General Support

As part of the Plan, All Points Broadband will provide the following general support:

analysis of Customer-owned equipment that may be impacting service;
Customer education related to All Points Broadband services and provided equipment; and
resolution of issues that may have existed prior to service activation.

3.3 Service Expectations

Customer agrees to allow All Points Broadband to first attempt to troubleshoot issues remotely before dispatching a technician.

For service requests made by 10:00 a.m., Monday through Friday, All Points Broadband will make reasonable efforts to provide same-day in-home service, subject to technician availability and operational conditions. For calls after 10:00 a.m., Monday through Friday, an in-home service appointment will be scheduled for the next available appointment. All Points Broadband will make reasonable efforts to schedule all service requests made over the weekend (Saturday and Sunday) for the following Monday.

4. Exclusions

The following items and services are expressly excluded from coverage under the Plan:

installation, removal, relocation, or modification of services;
installation or relocation of outlets or jacks;
new wiring installation, wall fishing, or structural modifications;
smart home systems, structured wiring panels, or complex wiring configurations;
wiring supporting competitor services or interference caused by competitor equipment;
repair or replacement of Customer-owned equipment;
elective changes to functioning All Points Broadband equipment;
full device setup, configuration, or training beyond connectivity assistance;
installation of home entertainment systems or related equipment; and
damage caused by vandalism, gross negligence or intentional acts.

5. Suspension or Termination

All Points Broadband may immediately suspend or terminate Customer’s subscription to the Plan without notice if:

service is no longer provided at Customer’s residence;
misuse or abuse of services by Customer is detected; or
a safety hazard prevents All Points Broadband’s technicians from performing work.

6. Changes to Terms

All Points Broadband reserves the right to modify or discontinue the Plan (including the monthly fee charged for the Plan) or update these Terms. Customer will receive at least thirty (30) days’ prior written notice of any material changes to the Plan (including the monthly fee charged for the Plan) or updates to these Terms.

7. Limitation of Liability

In connection with the services provided under the Plan, All Points Broadband shall not be liable for:

injury to persons or damage to property arising from installation, maintenance, or repair services;
any indirect, incidental, special, or consequential damages; or
losses related to the use or inability to use wiring or services, whether covered by the Plan or not.

8. Plan Usage and Cancellation

The Plan is optional for All Points Broadband customers. However, once Customer elects to subscribe to the Plan, the Plan must remain active for six (6) continuous months following such election (the “Commitment Period”). If Customer cancels the Plan within the Commitment Period, All Points Broadband may charge Customer the full standard service charges for any services provided by All Points Broadband that were previously covered by the Plan.