Equipment Protection Plan (EPP) is offered from Netwurx for an additional $4.95 per month with a $40.00 service fee. The “EPP” plan covers one radio (SM/CPE) failure per year. If the Customer declines Netwurx “EPP” plan, the Customer is responsible for the equipment and the insurance coverage payments under the Customer’s homeowner’s insurance policy. This plan does not cover any other fees associated to the workorder including travel fee.
Total Protection Plan (TPP) is offered from Netwurx for an additional $8.95 per month with a $40.00 service fee. This plan will include the Subscriber Module (SM/CPE), the cable, provided mounting brackets, dish, alignment and any additional equipment provided at the time of install. The “TPP” plan covers one radio failure per year but up to 3 service calls and power supplies.
If the Customer declines Netwurx “TPP” plan, the Customer is responsible for the equipment and the insurance coverage payments under the Customer’s homeowner’s insurance policy. These new protection plans are NOT required after the initial one year install or workorder agreement. you can add or remove them at any time. They may only be added to new service or service which is properly functioning at the time of order. If you choose not to add a protection plan, we will not be able to make on-site service calls to assist you with your service without standard fees applying. We encourage all of our customers to have at least one of these plans on each of their wireless accounts. We have tried to keep the cost of these plans at the very lowest they could possibly be in order to make it affordable for everyone.
If you did not elect to sign up for one of these plans at the time of sign-up and would like to now you can call us at 800-638-9879 or email
TPP covers up to three work orders a year and 1 CPE replacement. TPP work orders cover the following issues.
1. Repairing breaks in cable that are not due to negligence
2. Failure of Subscriber Module (SM/CPE) (one per year)
3. Failure of power supply for provided by Netwurx
4. Moving CPE for better line of sight (LOS) to tower
5. Re-alignment of CPE due to high winds or storms
6. Additional equipment provided at the time of install Managed routers, PTP hardware etc.
What TPP does not cover
1. TPP will not cover service calls or replacement equipment due to reports of not receiving the purchased speed packages if, for any reason, a customer is unable or not willing to follow the instructions of Netwurx support staff to bypass their internal network to obtain a true speed test. A true speed test is one that eliminates all hardware that was not provided by Netwurx. The goal is to eliminate any poor speeds due to poor performing WiFi APs, routers, switches, and/or data being passed through the connection at the same time as when the speed test is being performed. If the customer is having trouble completing a true speed test due to not having a device with an ethernet port, our staff will suggest obtaining a USB to Ethernet adapter which is commonly found at many electronics stores or borrowing a laptop that does have an ethernet port. Furthermore, if a customer would like to eliminate the need to perform a true speeds test in the future, they can subscribe to our Managed Router service and the burden of doing a true speed test will be Netwurx’s responsibility as part of that service. If a true speed test is not completed as specified above, Netwurx, at its discretion (usually depending on how busy our field technicians are), may offer to dispatch a technician for an hourly fee.
2. Moving a CPE or re-running a cable due to customer construction or requests that are not related to a LOS move or a service affecting issue. Netwurx, at its discretion (usually depending on how busy our field technicians are), may offer to dispatch a technician to complete this work for an hourly fee. However, this optional work typically will not take priority in our dispatch queue.
3. Installs or work orders done beyond the basic install (More than termination from the outside wall to the computer or managed router). Netwurx, at its discretion, may offer to complete this type of work for an hourly fee or we may decline the job if it is too complicated and we do not feel that we can meet the client’s expectations in a timely manner.
4. Troubleshooting or repairing any device that is not currently being billed to a customer as a managed device (router, WiFI AP, switch, phone, etc).
5. Installs that have been damaged or tampered with on purpose, accident, or obvious vandalism (roofers or siding contractors that remove or move installed devices, cables cut by mistake or on purpose). Repairs in this situation will be billed to the customer on a time and materials basis.
6. We do not put our field staff in dangerous situations. Field techs have the final say on what is safe and will not perform repair or maintenance on any device that it is not safe to do so. We will do our best to service our customer’s equipment but sometimes additional fees may be assessed to provide the equipment needed to get our technician in position to perform the required work safely. In most cases this is the rental of a man lift and the time to pick it up and return it as well as the additional insurance. Please note that if a man lift was required to service or install the equipment, we will need one for any work orders or die-installations due to cancelation in the future. If a customer provides their own man lift for completion of work but our technicians deem the man lift to be unsafe, the technician has the right to refuse to use it and the customer will be billed for a service call even if no work was performed.
a. Roofs that have ice, snow, wet grain dust, deteriorated shingles, cedar shake shingles, tile, solar surfaced roofs, or steep pitched roofs are typically unsafe to climb on directly.
b. If there is a light duty TV antenna tower, customers should be aware that safety ratings for them have changed over the years to allow for higher winds and other factors. The old standards allowed for taller towers without guy wires. Our staff is not allowed to climb structures they deem to be unsafe.
c. Silos are another tricky situation because many times the climbing hardware is missing or has not been maintained to be man rated. The requirements for man ratings have changed or did not exist when the silo was originally built. Our staff is not allowed to climb structures they deem to be unsafe.