Fiber Service Call Information

If you are experiencing an Internet, telephone, and/or cable television outage, please report the outage through our automated system at 423-968-BTES (2837). If you need troubleshooting assistance for these services, please contact our 24/7 Technical Support Help Desk at 423-793-5555.

 

ZONES OF RESPONSIBILITY

BTES Customer Customer

Will maintain at our cost.

Includes equipment that goes from the ONT to our headend except damage caused by customer actions.

BTES will diagnose issues through Help Desk.

Customer bears cost through RFSPP or Service Call charges.

Includes all wiring, outlets, set-top boxes, remotes, and BTES rented routers on customer's side of ONT.

While BTES may advise customer where the problem is, BTES may not be able to find and correct issues on customer equipment. The customer finds their own solution.

This includes TV settings, customer equipment, non-BTES routers, and Internet speed issues on the customer's side.

 

Zones of Responsibility Additional Information

Determined Cause BTES Responsibility Customer Responsibility (RFSPP* covers) Customer Responsibility (Service call charges apply) Customer to find own solution
GENERAL
BTES Equipment Failed X      
Customer owned equipment (computers, laptops, tablets, phones, televisions, DVD players, Blu-ray players, surround sound, security systems, fax machines, non-BTES routers, non-BTES network equipment, programming remote to customer equipment, etc.)       X
Fiber cut (not caused by customer actions) X      
Damage caused by customer to BTES fiber or equipment     X  
Repair of wiring, splitters, and outlets(for services subscribed to)   X X  
New outlet install     X  
Internet
Router failed*   X X  
Router set up incorrectly   X X  
Router install requested     X  
Speed issue on customer side       X
Cable
Set-top box failed (includes power cord)*   X X  
Remote failure or programming remote to customer's equipment     X  

*covered under RSFPP after first exchanging at BTES office

 

*Residential Fiber Services Protection Plan (RFSPP)

$4.95 per month

If a customer adds this plan 30 days after the initial installation or beyond, the plan will not begin coverage until 90 days after the RFSPP was added.

Includes:

  • Repair of wiring, splitters, and outlets on the customer’s side of the ONT (point of demarcation) due to normal degrading or caused by animals or unintentional damage by customer
  • Only following the first exchange/pick up by customer at BTES and good faith attempt to set up equipment either with the support of BTES Help Desk or support at btes.net, in-home exchange, or installation of set-top box / VAP (including coax/HDMI and power cord) and BTES-rented routers.

Does NOT include:

  • Customer owned equipment included but not limited to: computers, laptops, tablets, phones, televisions, DVD players, Blu-Ray players, surround sound, security systems, fax machines, non-BTES routers, non-BTES network equipment, etc.
  • Repair to customer-installed / modified wiring
  • Problems caused by customer negligence, damage caused by customer to BTES fiber or equipment, or damage caused by acts of God (fire, flood, etc.)
  • Installation of additional outlets
  • Remote failure or programming remote to customer equipment

 

Service Call Scheduling

Same Day (if possible)

  • Internet out (after router is bypassed)
  • Telephone or cable out
  • Fiber cut / Fiber low
  • Inactive ONT or Dying Gasp

Next Available Business Day

  • Internet slow
  • Cable - some channels out or picture quality low
  • Individual outlets not working
  • Exchange or installation of
    • Set-top boxes (if already exchanged for new at BTES office)
    • Routers (if already exchanged for new at BTES office)
    • Set-top box remotes

 

Service Call Charges:

  • Normal Business Day: $90 for up to 30 minutes. After 30 minutes, billed at $22.50 per 1/4 hour.
  • Weekend: $100 for up to 30 minutes. After 30 minutes, billed at $25 per 1/4 hour.
  • Holiday: $122 for up to 30 minutes. After 30 minutes, billed at $30.50 per 1/4 hour.

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