Service Calls
Some service visits are covered as part of maintaining your Northwest Ohio Broadband connection, while others may be billable depending on the cause of the problem.
Covered vs. Billable Service Issues
When possible, our technicians first determine whether the issue is related to
Northwest Ohio Broadband equipment or network service, or to customer equipment,
wiring, Wi-Fi or damage at the property.
Typically Covered
- Wild animals chewing or damaging service wiring at the house.
- Lightning damage to the Northwest Ohio Broadband antenna.
- Defective Northwest Ohio Broadband antenna or managed Wi-Fi router.
- Antenna realignment required due to weather conditions.
- Slow-speed problems verified by a technician using a wired test at the router.
- Remounting the antenna in the same location after a new roof has been installed.
- Defective service wiring or a bad connection related to Northwest Ohio Broadband service equipment.
May Result in a Charge
- Wi-Fi router reset button pressed, requiring equipment reprogramming.
- Customer-damaged wiring.
- Wires unplugged, connected incorrectly or wired backwards.
- Pets chewing or damaging wiring.
- Damage caused by a power surge when no surge-protection device was used.
- Antenna or router relocation requested by the customer.
- Slow speeds over Wi-Fi when the connection tests properly using Ethernet.
- A slow-speed report when a technician verifies normal performance using a wired test at the POE adapter.
- Problems involving customer-owned routers, switches, computers or other equipment.
- VPN connectivity or VPN-related speed issues.
- Service wiring cut or damaged by mowing, gardening, digging or similar activity.
- Wi-Fi password changes.
- Issues involving customer-installed Wi-Fi extenders.
- Networking, equipment or speed problems beyond the service demarcation point.
- Damage to the antenna or other company equipment caused by people at the residence.
- Animal damage to wiring where customer-responsible wire burial or protection was not completed.
A Wi-Fi problem is not always an internet problem.
Wireless performance inside your home can be affected by distance, walls,
interference, older devices, customer-owned equipment and Wi-Fi extenders.
For troubleshooting, a technician may perform a wired Ethernet test to determine
whether the Northwest Ohio Broadband connection itself is performing correctly.
The Demarcation Point
The demarcation point separates the Northwest Ohio Broadband service connection
from the customer’s internal network and equipment.
Troubleshooting or repair involving customer-owned networking equipment,
internal networking, third-party devices or other issues beyond the demarcation
point may be billable.
Internet Connection
Antenna & service equipment
Home Network
Devices, Wi-Fi & customer equipment
How much does a billable service call cost?
Standard service calls currently start at $50+.
Additional charges may apply depending on the work, equipment or repairs required.
Check network status before requesting a service call.
If there is no known network issue and your connection is still not working,
contact Northwest Ohio Broadband for assistance.