Warwick Broadband Service Support Policy



The Warwick Broadband Service (WBS) is a community service. Our support
line is staffed by trained volunteers who make their best effort to
resolve any problems that subscribers are having in connecting to the
internet. Support staff are expected to treat subscribers with civility
and respect, and subscribers are expected treat support staff the same
way.

If you have a problem with your internet connection, before calling WBS
support you should follow the Troubleshooting Protocol that you received
along with this document. If this procedure does not resolve the
problem, or if this procedure must be repeated frequently, you should
contact WBS support at 978-724-4506. If you can get online, you can send
email to <warwickbroadband@gmail.com> . A support volunteer will contact
you as soon as possible, but you should not expect an immediate
response, especially late at night or early in the morning.

If a problem cannot be resolved over the phone, an installer will be
dispatched to check your  equipment. If the equipment shows signs of
having been tampered with, you may be charged for this service call.

WBS cannot offer generalized computer support. If an installer goes to a
subscriber's installation and is able to connect to the internet with a
laptop from there, this indicates that the problem is not with the WBS
network. In this situation, the subscriber will have to arrange for
support from another source.

New Subscriber Modules come with a manufacturer's one-year warranty.
Once equipment is out of warranty, the you may need to replace it at
your own expense if it is found to be the source of the problem.