Terms of Service
JB-Nets, LLC Customer Terms and Service Level Agreements
Definitions for Fixed Wireless Internet
JB-Nets, LLC : Your internet service provider. Visit www.jbnets.net for further information.
Service : Services advertised and provided by JB-Nets, LLC. See www.jbnets.net for further information.
Fixed Wireless Internet: Type of Internet Service transmission JB-Nets, LLC uses. A point-to-point signal transmission service that occurs through the air rather than through satellite or cable feeds. The signal received at customer’s location is broadcasted directly to premises from one of JB-Nets, LLC’s “terrestrial” (ground) transmission towers using radio waves sent through the air rather than satellite or cable connections. A direct line of site is required to obtain this type of service.
Terrestrial : Relating to the earth; operating or living or growing on land; of or relating to or inhabiting the land as opposed to the sea or air.
Data Center : JB-Nets, LLC’s communications management center which manages data traffic on JB-Nets, LLC’s network and other JB-Nets, LLC services.
Transmission Tower : A structure that transmits a wireless signal to and from a JB-Nets, LLC data center.
CPE : Customer Premises Equipment consisting of a wireless radio, necessary wiring, and POE Device.
Premises : Physical Address where CPE is installed.
Wireless Radio (Wireless Internet Service) : Unit provided by JB-Nets, LLC to be mounted outside on premises in a location suitable to receive adequate signal from a JB-Nets, LLC Transmission Tower.
Wiring (Wireless Internet Service) : The necessary category CAT 5 wire and connectors required to connect the wireless radio located outside on premises to a POE and wireless router located inside the premises. Running of wiring may require, and is not limited to small trench digging in yard, small drill bit size hole in exterior and interior walls depending on placement of equipment, etc.
POE (Wireless Internet Service) : Power Over Ethernet. A device installed inside premises that supplies the necessary power to the external wireless radio.
Wireless Router : A unit optionally provided by JB-Nets, LLC (not included as part of CPE) to be located inside the premises that transmits JB-Nets, LLC service data from customer’s wireless equipment to customer’s electronic devices e.g. desktop computers, laptops, cell phones, tablets, etc. via wireless connection signal or by category (CAT) 5 network cable. Any additional cable needed to connect these devices is not included with initial CPE, but can be provided by JB-Nets, LLC at an additional cost.
Service Call : Any trip that requires a JB-Nets, LLC Technician(s) to visit the customer’s premises e.g. for technical support issues that were not resolvable via phone support call, equipment upgrades, etc.
Pricing
JB-Nets will provide the necessary Customer Premises Equipment (CPE) and labor, to setup service(s) requested at the pricing published on JB-Nets website. The customer will receive any promotional discounts in effect and published on JB-Nets’ website at the time of the service request (if located in discounted area). JB-Nets travel expenses (to and from the premise) is at no charge for initial installation unless stated otherwise on the installation form.
If/when JB-Nets, LLC changes its new customer pricing, existing customers are able to call in and take advantage of the new pricing unless they are under a binding contracted price. JB-Nets, LLC will not automatically change a customers current billing rate without the customer contacting JB-Nets, LLC. Any credits requested by an existing customer for the difference between new customer pricing and their current package price is at JB-Nets, LLC discretion and may or may not be awarded to customer. If a credit is considered it will not go back any more than 3 months at the difference between the pricing of the same speed plans.
Billing and Payment
Payment for the service installation is required at the time of installation. JB-Nets, at its discretion, may provide alternate payment plans to cover the cost of the installation.
Within (1) week after installation, an account number will be assigned to the customer and the first billing statement will be added to the customer’s account. The first billing will be for the partial month’s service during which the installation occurred (the day after the installation date thru the last day of the month), and may also include billing for the next full month if statements have already been sent to existing customers for the upcoming month’s service. If any payment is made with a check and is returned to us by the bank, a $20.00* returned check fee will be added to your account.
Any form of payment made to JB-Nets, LLC either by phone, online, or in person is saved to the account in which it was used to pay and can be used to collect payments for that same account in partial or in full at anytime.
JB-Nets, LLC uses a third party service to take online and phone payments, any card or checking/savings account information is stored in our Billing system and can or will be used for current, delinquent, or future payments to the account in which it is saved to.
Warranties
The services are provided by JB-Nets, LLC on an “As Is”, “As Available” basis without any warranties of any kind, either express or implied, including but not limited to, those of merchantability or fitness for a particular purpose, other than those warranties (if any) that are implied and expressly disclaimed. JB-Nets, LLC does not warrant that any services will be uninterrupted or error-free.
New CPE equipment is warranted by JB-Nets, LLC for one (1) year from the date of Installation. Equipment warranted by JB-Nets,LLC will be replaced at no charge to the customer due to a manufacturer’s defect during the warranty period. Failure of equipment during the warranty period, caused by an Act of God, or due to the customer’s unauthorized action, negligence, or misuse of the equipment are not covered under the warranty (and is billable to the customer). Wireless Routers optionally provided by JB-Nets, LLC are not warranted by JB-Nets, LLC. The customer is responsible for contacting the router manufacturer directly concerning any warranty claim.
Used CPE equipment is discounted and warranted for 90 days. The customer must sign the invoice indicating they authorize installation of the used equipment with a ninety (90) day limited warranty. Equipment will be replaced at no charge to the customer due to a manufacturer’s defect during the warranty period. Failure of equipment during the warranty period, caused by an Act of God, or due to the customer’s unauthorized action, negligence, or misuse of the equipment are not covered under the warranty. Used equipment may not be available at all times (routers are not included in the used CPE).
JB-Nets provides a thirty (30) day money back guarantee for its equipment and service. If the customer is not completely satisfied with the services provided and the customer notifies JB-Nets of such within the first thirty (30) days after the installation date, JB-Nets, will provide a full refund of the installation cost and will remove all CPE from the premise. Refunds are mailed and may take 1 to 2 weeks to process.
Service Performance (Wireless Internet Service)
Service performance is dependent upon the location of the CPE equipment in relation to the location of the transmission tower. JB-Nets will perform site surveys when necessary to determine if service can be provided at a premise, at no cost to the perspective customer. JB-Nets, LLC has established minimum signal thresholds upon which determination is made that service can be provided to a premise. JB-Nets will inform the customer of the expected performance before the installation occurs based on historical equivalences. However, JB-Nets can not guarantee a set performance level for its services. JB-Nets makes every effort to improve services for its customers. Under extreme circumstances JB-Nets may provide periods of free service to customers with extended service interruptions. If the issue cannot be resolved over time, JB-Net’s will give the customer the option of discontinuing service and will provide a partial refund of the CPE installation cost (if it is within 12 months from the installation date) and depending on the length of time acceptable service was provided**.
JB-NETS WILL NOT BE HELD LIABLE FOR ANY ERRORS, DAMAGE, OR OTHER UNEXPECTED EVENTS RESULTING FROM DOWNTIME OR OUTAGES, PLANNED OR UNPLANNED, FROM THE USE OF OUR SERVICE.
Technical Support
JB-Nets currently provides technical phone support to all customers at no charge. Should we deem it necessary to begin charging for this service, the then current charges will be posted on JB-Nets website. If a customer’s technical issue cannot be resolved over the phone they may require a service call.
Service Calls at Customer’s Premises
For each time our technicians make a service call to the customers premise there is a standard $10.00* service charge, this charge is due at the time of service call. Upon review by JB-Nets, LLC this fee may be waived. If a customer initiates a cancellation or rescheduling of a service call within 30 minutes of the original scheduled service call time, a $10.00* charge will be added to that customer’s account. If a customer fails to show for a scheduled service call, a $10.00* trip fee will accrue on that customer’s account. Technicians will wait 15 minutes past scheduled time before a customer is deemed as a no-show. If customer is signed up for recurring payment this feature will not deduct the cost of a service call and they will be responsible for providing payment. If recurring pay customer neglects to submit payment for service call within 30 days JB-Nets, LLC will deduct the charge using the card on file for auto-payment.
For unexpected equipment expenses that may accrue while technicians are on site, such as a new radio replacement, router, etc., a minimum down payment fee of $20.00* will be required. This is to help ensure JB-Nets, LLC’s Billing & Accounting that a customer is aware of the pending charge. Any remaining amount due will be invoiced with a due date of Net Due 10 days after the date of the service call. A customer has up to 30 days from the day they receive this invoice to pay the remaining balance owed. If no further payment is received, service will be interrupted until the entire past due balance is paid. Repossession of any unpaid equipment may ensue after an extended length and will not be reinstalled at the premises until payment has been received in full.
Equipment Upgrades (Wireless Internet Service) :
Equipment upgrades must be initiated by the account holder. Any cost for an equipment upgrade will either be (a) prepaid at the time of scheduling, or (b) due at the scheduled time of upgrade. A basic equipment upgrade fee is $105.93*. This amount covers ONLY a $10.00* Trip Charge + $89.00* for a new and improved radio, + tax. Any other equipment, wiring etc., that may be needed at the time of an upgrade, will be an added expense and charged accordingly. Failure to provide payment may result in cancellation of scheduled equipment upgrade.
Cancellation of Service
JB-Nets, LLC is currently a No Contract Service. This means that service may be canceled at any time with no penalty so long as the account is paid to current at the time of cancellation request. Any account showing a balance owed must pay account in full before a cancellation request can be processed. Accounts that submit a cancellation request after billing grace period (currently the 5th day of the month) will have access to service for the remainder of the month that has been prepaid for.
VoIP Service Definitions and Information
JB-Nets, LLC : Your internet service provider. Visit www.jbnets.net for further information.
Service : Services advertised and provided by JB-Nets, LLC. See www.jbnets.net for further information.
ATA : Analog Telephone Adapter
VoIP Services
VoIP services are powered by ItsVoIP and sold by JB-Nets Broadband Services (JB-Nets, LLC). VoIP is a digital phone service running through the internet and otherwise known as Voice over IP. E911 services locations are identified through this service and as such it is the customers responsibility to inform JB-Nets Broadband Services of any address change that may occur linked to the phone number provided to you.
VoIP Install Process:
\We will plug the ATA into your router and then plug your telephone in the ATA, By doing this it will convert analog calls to digital calling to relay it over the internet connection.
VoIP Billing & Payments
VoIP services are billed each month in advance along with other services provided by JB-Nets Broadband Services. The bill will be generated on the 9th of each month for the next full month of service. VoIP pricing is reflected on our website. VoIP services are taxed at the county, state, and federal level which will reflect surcharges and fees associated with Telecomm Services.
Fiber To The Home (FTTH) Internet Definitions and Information
JB-Nets, LLC : Your internet service provider. Visit www.jbnets.net for further information.
Service : Services advertised and provided by JB-Nets, LLC. See www.jbnets.net for further information.
Demarc : The demarcation point (demarc) is the dividing line where your service provider’s equipment connects with your own. Which will protect and store a fiber splice and connector for the fiber to transition into your premises.
ONT : Optical Network Terminal is a device that converts fiber light into an ethernet cable connection.
Wireless Router : A unit optionally provided by JB-Nets, LLC (not included as part of CPE) to be located inside the premises that transmits JB-Nets, LLC service data from customer’s ONT equipment to customer’s electronic devices e.g. desktop computers, laptops, cell phones, tablets, etc. via wireless connection signal or by category (CAT) 5 network cable. Any additional cable needed to connect these devices is not included with initial CPE, but can be provided by JB-Nets, LLC at an additional cost.
RealCHOICE TV Streaming Service
JB-Nets, LLC is a provider of RealChoiceTV, with both companies having their own Terms & Conditions, which can be found on both parties’ websites:
RealChoiceTV Terms: https://realchoice.tv/terms/
JB-Nets, LLC Terms: https://jbnets.com/terms-of-service/
These Terms & Conditions have been set by these two separate entities, with each company responsible for their own Terms & Conditions, but not the other entity’s Terms & Conditions. Any changes created by these companies are of each company’s choice and will be updated and shared within their company as their procedures call for. However, JB-Nets Terms & Conditions for TV Service Providing may change to reflect and coincide with any changes to RealChoice’s Terms and Conditions.
JB-Nets, LLC’s Terms & Conditions are current and apply to all areas of JB-Nets products and services, including streaming services. Additional Terms & Conditions regarding the company’s streaming of RealChoiceTV are outlined below and will be added to JB-Nets, LLC Terms & Conditions web page.
- JB-Nets, LLC is only the supplier/carrier of the streaming service RealChoiceTV. These two companies run as individual entities. Therefore, neither company is responsible for any changes to anything, including but not limited to, Terms & Conditions, outages, etc. of the other company.
- Any changes to channels, package line-ups, etc., including local channels, are at the sole discretion of RealChoiceTV and their suppliers.
- JB-Nets, LLC will be handling all Billing & Payment processing for RealChoiceTV Streaming. Current Terms & Conditions that define JB-Nets, LLC handling of all Billing & Payment Customer Accounts are defined on the company’s website. These Terms & Conditions apply to streaming services.
- JB-Nets, LLC will not handle the Technical Assistance of TV Streaming unless deemed as needed by RealChoiceTV. Technical Assistance will be handled by RealChoiceTV at the following phone number: 844-565-6488. Assistance is currently available 24 hours a day, 7 days a week, 365 days a year. Any changes to this availability is at the sole descretion of RealChoiceTV.
- JB-Nets, LLC recommends an Internet Package that has at least a 15 Mbps Download speed for an optimal TV Streaming experience, especially in a household with concurrent streaming. Customers with a speed package less than 15 Mbps may experience lag/buffering or constant disconnection due to low bandwidth. JB-Nets, LLC or RealChoiceTV will not be responsible for poor service due to low-speed package issues.
- JB-Nets,LLC Terms & Conditions are subject to change at any time. Announcements of changes will be placed on JB-Nets,LLC Facebook page or sent via email to those who have provided the company with an email address.
Changes; Notices
EXCEPT WHERE EXPRESSLY PROHIBITED BY LAW, CUSTOMER AGREES TO ACCEPT NOTICES TO THIS AGREEMENT ELECTRONICALLY, EITHER BY EMIAL OR BY WEBSITE POSTING. NOTICE TO CUSTOMER OF ANY CHANGES TO THESE TERMS AND CONDITIONS SHALL BE CONSIDERED GIVEN BY POSTING TO JB-ETS, LLC FACEBOOK ACCOUNT, JB-NETS, LLC WEBSITE, AND/OR BY ADDING A NOTICE TO CUSTOMER’S NEXT SENT BILL/STATEMENT. NOTICE WILL BE CONSIDERED RECEIVED BY CUSTOMER, AND SUCH CHANGES WILL BECOME BINDING ON CUSTOER, ON THE DATE POSTED TO THESE AREAS, AND NO FURTHER NOTICE BY JB-NETS, LLC IS REQUIRED. CUSTOMER MAY CONACT OUR OTHER INQUIRIES DEPARTMENT AT 740-446-2975 OPT. 6 TO INQUIRE ABOUT FULL INFORMATION ON ANY CHANGES THAT HAVE BEEN MADE TO THIS AGREEMENT.
*Rates are subject to change at any time. Current pricing is reflected on our website.
**Length of time acceptable service was provided is based on when customer called to report problems, which is recorded in JB-Nets, LLC Technician database.
