Repair Service and Wire Maintenance/Protection.

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At BTC Broadband, we make every effort to satisfy our customers’ needs and we are always responsible for maintaining and repairing our own network facilities.  But sometimes a problem may develop from telephone wiring inside your home, and for those issues, you are responsible.

To protect you, BTC Broadband offers a Wire Protection Plan that will cover the repairs of any in-home wiring issues.*   Without this Protection Plan, there is a minimum maintenance fee of $50 charged if the issue is traced to wiring in your home.

*Maintenance includes determining which customer owned equipment is causing the problem. It does not cover repairing an actual telephone, television, computer or wiring in new locations. Additional restrictions may apply.

3 reasons to sign up for Wire Protection:


  1. BTC Broadband’s Wire Protection Plan provides trouble isolation and repair of customer owned or inside wires and jacks.
  2. Without Wire Protection, wiring problems can cost a minimum of $50 per trip (plus labor and materials.)
  3. BTC Wire Protection starts at only $4.49* per month – that’s pennies a day.    *$4.49/mo if you have phone service only and $7.99/mo if you have phone and internet service or internet only.

Repair Service and Wire Maintenance/Protection

BTC Broadband is always responsible for maintaining and repairing our own network facilities. As the customer, you are responsible for maintaining and repairing anything that runs from the network interface device (usually the grey box located on the outside of your home or the Optical Network Terminal for our customers served by fiber), through your house, up to and including your phone jack and telephone equipment. See illustration.

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BTC Broadband Wire Protection Plan

The BTC Broadband Wire Protection Plan is an optional service that is not required with BTC Broadband basic telephone or internet service. This protection Plan is simply a service offered to help you avoid unexpected costs if trouble is found in your inside telephone wiring or telephone jacks. Any BTC Broadband residential customer may subscribe to our Wire Protection Plan. Under the Plan (see contract below), if you experience a problem with your telephone service, BTC Broadband will diagnose the trouble. If the problem exists with your inside telephone wire or jacks, BTC Broadband will repair the trouble at no cost to you. You may cancel the BTC Wire Protection Plan at any time without incurring a disconnect charge. The monthly price is subject to change. You will be notified in advance of any rate change.

IMPORTANT LIMITATIONS AND EXCLUSIONS EXIST TO THIS SERVICE. YOU SHOULD READ THE FOLLOWING TO UNDERSTAND ALL TERMS AND CONDITIONS.

Terms and Conditions

The BTC Wire Maintenance Protection Plan is offered by BTC Broadband to its residential telephone and/or internet customers. By paying for this service, you agree to be bound by all of the provisions of the terms and conditions including any modifications to the terms and conditions adopted by BTC Broadband in the future.

For a flat monthly fee, the BTC Wire Protection Plan provides trouble isolation service and repair service on inside telephone wire and jacks. Inside Wire is that wire on the customer’s side of the network interface device, (which is usually the grey box, located on the outside of your home, or the Optical Network Terminal or ONT for customers served by fiber). Unless specified otherwise, the term “Inside Wire” or “Inside Wiring”, when used in this Contract, shall include inside telephone wire and jacks. The BTC Wire Protection Plan is an optional service and is not required for you to subscribe to or continue BTC Broadband services. The BTC Wire Protection Plan becomes effective thirty (30) days after you enroll. The BTC Wire Protection Plan is not offered for repair of complex Inside Wire associated with multiple lines which use common equipment such as telephone stations that are part of a key or PBX telephone system; it is also not available to business customers.

If you have more than one single-line telephone service at one location (e.g., two telephone numbers), and you wish to order this optional service, you must subscribe to the BTC Wire Protection Plan for each telephone number or service at the same location in order for each service to receive the plan benefits. If you live in rented/leased facilities, condominiums, or cooperative dwellings, you should first determine whether you are responsible for repairs to your telephone inside wire prior to subscribing to the service.

What is included in the BTC Wire Protection Plan?

When you report trouble that interferes with the proper functioning of your service, we will test the line to determine if the trouble is on the network interface/network terminal side (demarcation point between our responsibility and the customer’s responsibility) or on the customer’s side. If the trouble is on our side of the telephone network interface/network terminal, the trouble will be repaired at our expense in accordance with our tariff as part of our local telephone service. If the trouble is on the customer side of the network interface, we will test the line to determine if the trouble is caused by the inside telephone wire or a specific telephone set or equipment. If the trouble is caused by inside telephone wire, we will repair or replace the defective inside telephone wire (subject to the limitations and exclusions contained in this Plan). If the trouble is not caused by the inside wiring or jacks, but instead by the customer’s telephone equipment, such as a separate ringer, transformer, lights, speaker telephone, or answering device, we will locate the problem, but if you choose to have us repair it, there will be a charge for this service.

At our discretion, we will determine the manner by which repairs will be made. Surface mounting is the standard for replaced wiring and jacks. Any requests for replacement with concealed wiring that may require extra work will be subject to time and materials charges.

BTC Wire Protection Plan services provide repair and replacement of Inside Wire rendered defective by reason of ordinary wear and tear and simple negligence.

What is NOT included in the BTC Wire Protection Plan?

  • Problems that existed before you subscribed to BTC Wire Protection Plan.
  • Damage to Inside Wire caused by faulty equipment (e.g., telephone, fax, modem, computer, etc.).
  • Installation of additional Inside Wire, including connecting the wire at the network interface or jacks.
  • End-to-end replacement of Inside Wire (e.g., from the network interface to one or more jacks/terminations).
  • Repair of main line extension wire to unattached structures (such as a workshop or barn).
  • Repair of jacks located outdoors, except for jacks attached to the exterior of your premises.
  • Repair of telecommunications or computer equipment.
  • Requests to check for wire taps.
  • Replacement of GFI for Optical Network Terminal (ONT).

Additionally excluded from coverage is Inside Wire rendered defective by reasons of flood, earthquake, acts of war, fire, lightning, wind, or other casualty requiring substantial reconstruction of the premises. Also excluded for the coverage of BTC Wire Protection Plan is Inside Wire rendered defective by gross negligence, willful damage, or vandalism. Inside wiring that did not work when the service was ordered, that does not meet our installation practices or technical standard, and wiring not connected to the telephone network is also not covered by the BTC Wire Protection Plan. Inside Wiring is not covered when we are prevented from accessing it, for example, by actions taken by the owner of the property, by the government or military authorities, or by your landlord.

Customer’s Responsibility

If the repair covered by the BTC Wire Protection Plan requires conduit, cutting, or patching of finished walls, floors, ceilings, or structure modifications, the Customer is responsible for arranging to have such work performed by other persons, at the Customer’s expense.

After each repair or installation visit, the customer has the responsibility to reestablish connection or verify proper functioning of any telephone transmitting, dialing, or answering equipment connected to Inside Wire. Access to the premise and attendance of an authorized adult is necessary during a premise visit. It is also the customer’s responsibility to reprogram any telephone numbers or codes that have been extinguished as a result of the line or any equipment being disconnected during our test of the functioning of the Inside Wire or the central office network access line.

Cancellation of Service

You may cancel the service at any time by calling our customer service center. Charges are prorated to the date service is cancelled, except that for the first billing month, this is a minimum of one month billing. There is no charge for cancelling the service. We may deny BTC Wire Protection Plan services during a period when the Customer’s account is in suspension/disconnection for late or nonpayment or in an instance where there has been abuse of service. Abuse of service is deemed when a customer repeatedly causes or permits damage to occur to the Inside Wire. If the BTC Wire Protection Plan is reordered after cancellation, there is a 30-day waiting period before the service becomes effective.