Please read these Terms of Service (“Terms”) carefully before using FibreTel’s residential internet, voice, or television services (the “Service”) provided by FibreTel Networks Ltd. (“FibreTel”, “we”, “us”, or “our”).
1. Acceptance of Terms
By using our Service, you agree to these Terms. If any part makes you uncomfortable, confused, or furious, please stop using the Service — or better yet, contact us so we can explain it in English.
2. Description of Service
FibreTel offers high-speed fibre-optic internet, home phone service, and television — including access to licensed on-demand content, technical support, and whatever else helps you stay connected and entertained.
Advertised speeds are the provisioned speeds of the Service to your unit. Actual throughput experienced on any individual device varies with device capability, WiFi conditions, in-suite wiring, and the far end of any connection, and no single device may be capable of utilizing the full provisioned speed.
3. Using the Service
You agree to use the Service for lawful purposes only and in accordance with these Terms and our Acceptable Use Policy. You’re also responsible for keeping your account secure and not letting Cousin Eddie download a terabyte of copyrighted movies “just to test the speed.”
4. Acceptable Use
You agree not to use the Service to break any laws, bother other humans, or do anything sketchy. See our full Network Management & Fair Use Policy for what’s cool and what’s not.
5. Payment and Billing
You agree to pay all charges associated with your Service using one of our accepted payment methods. A processing fee applies to each transaction. Late or missed payments may incur fees and interest. For full details, see our Billing & Payment Policy.
Promotional and introductory pricing applies to new customers, or to the first activation of a given service on an account. Cancelling and re-subscribing to a service does not restart promotional eligibility. FibreTel may modify, withdraw, or decline any promotion at its sole discretion.
Early termination fee cover. Where FibreTel offers to cover an early termination fee charged by your previous internet provider, the cover applies only to early termination fees for internet service, at the same service address and for the same account holder, and requires a copy of the final bill showing the fee. Charges for unreturned equipment, data overages, or any other fees are not covered. The cover is issued as a credit on your FibreTel account; it is not paid as cash or a refund.
6. Privacy
We take privacy seriously (like, “password managers and two-factor authentication” seriously). Read our Privacy Policy to see how we collect and protect your data.
7. Equipment
You’re welcome to use your own equipment, but if we provide any gear (modems, routers, etc.) it remains ours. Please return it when your service ends, or we’ll have to bill you the replacement cost. No hard feelings — we just want our toys back. See the Billing & Payment Policy for pickup and replacement cost details.
8. Intellectual Property
All trademarks, content, and other brilliant stuff we created belongs to us. Please don’t use our name or logos for your startup idea.
9. Limitation of Liability
We’re not liable for outages, service interruptions, or that one time your fridge was connected to Wi-Fi and tried to update its firmware during a thunderstorm. Use of the Service is at your own risk. No guarantees of uninterrupted or flawless service.
10. Service Interruptions
Sometimes we have to do maintenance. Sometimes squirrels chew through fibre. Either way, Service may be interrupted now and then. We’ll do our best to warn you, but can’t promise Netflix won’t freeze mid-drama.
11. Termination and Cancellation
We may suspend or cancel your service if things go off the rails. If you request a cancellation, we’ll send a technician to uninstall the equipment, and the date that work is completed becomes your official termination date. More info in the Billing & Payment Policy.
12. Subscriber Responsibilities
- You’re responsible for anyone using your Service. That includes roommates, guests, and pets (if your cat starts a botnet, that’s on you).
- You must allow reasonable access to your premises for maintenance.
- Don’t modify or tamper with our equipment. No duct tape or DIY hacks, please.
13. Access to Property
You authorize FibreTel or its reps to enter your premises at a mutually agreed time to install, maintain, or retrieve equipment. If your service ends, we may need access to collect our stuff.
14. Network Management
We manage our network to keep things fast, fair, and secure. That includes spam filtering, malware blocking, DNS filtering, and the occasional protocol filtering party. For full details, see the Network Management & Fair Use Policy.
15. Service Changes
Downgrading your plan may require equipment swaps and a house visit. Billing continues at your current rate until the change is completed. If you cancel a phone or TV add-on, the charges remain until the end of that billing cycle. Details are in the Billing & Payment Policy.
16. Phone Services & 911 Limitations
Emergency services (9-1-1) depend on using the equipment we installed at your service address. If you move it, break it, unplug it, or lose power, it may not work — and we’re not liable if it doesn’t. Full disclosure on our 911 & VoIP Limitations page.
17. Communications
As part of providing the Service, FibreTel may communicate with you via email and SMS. By signing up, you agree to receive the following types of communications:
- SMS notifications: essential communications such as two-factor authentication, technician arrival updates, and billing or account reminders. Required to use the Service and can’t be opted out of while your account is active.
- Email communications: monthly billing statements, account updates, service-related notices, and the occasional promotional offer. Account and billing emails are necessary and non-optional for active customers; marketing emails are limited and opt-out at any time.
We will never use your phone number for third-party marketing or spam. You can manage marketing email preferences anytime, but account-related communications will always be sent as part of your service agreement.
18. Changes to These Terms
We may update these Terms as needed. We’ll post any changes here. Continued use of the Service means you accept the updates — even if you didn’t read them (though you should).
19. Governing Law
These Terms are governed by the laws of the province where your Service is installed. If we ever end up in court together (we hope not), that’s where it’ll be.
20. Contact
Have questions? Want legal-sounding answers in human English? Contact us at fibretel.ca/contact. We’re nice, we promise.