1. Pavlov ConnectionCare™

Protect yourself from unexpected repair costs with Pavlov Media Fiber Internet’s comprehensive service protection plan, “Pavlov Media ConnectionCare™.” This plan ensures that your Pavlov Media Fiber Internet equipment is maintained with no surprise charges, offering you the ultimate peace of mind.

2. What is covered by Pavlov ConnectionCare™?

Service visits for the replacement or repair of defective equipment and In-Home Wiring installed by Pavlov Media Fiber Internet, which supports your covered services and equipment for high-speed internet.

Service visits to provide support and access to our online customer education library (including assistance for setting up new streaming devices and troubleshooting)

Flexibility to cancel the month-to-month services at any time, no minimum contract is required.

3. Key Benefits of Pavlov ConnectionCare™:

Equipment – Protection from unforeseen repair costs for your Pavlov Media Fiber Internet System, covering accidental damage from mishandling and power surge damage.

Home Wiring – Protection for In-Home Wiring, outlets, and jacks installed by Pavlov Media Fiber Internet and utilized for delivering high-speed internet services.

Shipping – Coverage for the shipping and handling costs associated with the replacement of equipment by Pavlov Media Fiber Internet.

Repairs – No additional charges for service calls as described in this plan.

4. Enrollment:

To enroll, simply Contact Us on our website. The Service Protection Plan takes effect the moment you sign up! The low monthly fee will appear as a separate charge on your monthly Pavlov Media Fiber Internet bill. Plus, it is completely risk-free, as you may cancel anytime as per the terms outlined below. (See Service Protection Plan Definitions, Terms, and Conditions for further details.)

5. ConnectionCare™ Service Protection Plan Coverage Includes:

  • Maintenance, replacement, or repair of Pavlov provided out of warranty equipment provided by Pavlov Media Fiber Internet used with your covered services.
  • Maintenance of Pavlov Media Fiber Internet equipment and network impacted by customer-added hardware or software interference.
  • Technician visit fees when the issue is related to customer-owned equipment, nonstandard wiring or outlets, or other non-standard materials.
  • Diagnosis of issues related to the connection between Customer Equipment and Pavlov Media Fiber Internet services.
  • On-site customer service regarding your internet services.

6. ConnectionCare™ Service Protection Plan Does Not Include:

  • Repairs for Inaccessible In-Home Wiring not installed by Pavlov Media Fiber Internet.
  • Repairs to electrical wiring.
  • Replacement or repair of customer-owned equipment not provided by Pavlov.
  • Replacement or repair of any equipment from a Pavlov promotion (ex: Amazon Firestick).
  • Customer-installed wiring for personal networks or business use.
  • Installation of new or reconfiguration of existing internet outlets.
  • Repairs for wiring related to:

i. Non-standard telephone systems like PBX, or

ii. Video, phone, or data services from any provider other than Pavlov Media Fiber Internet.

  • Replacement of wiring damaged by:
    Fire, natural disaster, vandalism, negligence, or intentional destruction.
  • Repair or replacement of streaming devices, or remote controls.
  • Repair of wiring for streaming services.
  • Damage caused by negligence, willful actions, or deliberate destruction to wiring, equipment, or devices.
  • Repairs of any Pavlov Installed home network with initial install before January 1, 2022
  • Pickup of equipment if your account is disconnected and in charged-off status.
  • Charges for missed appointments.
  • Service issues not currently supported by Pavlov Media Fiber Internet.

7. ConnectionCare™ Service Protection Plan Definitions:

Key Definitions:

  • Customer Equipment is any equipment provided or owned by the customer, such as WiFi routers, media players, streaming devices, computers, and telephones not provided by Pavlov Media.
  • Demarcation Point refers to the point where wiring enters your home, typically 12 inches from the point of entry. Repair and maintenance beyond this point, where wiring is owned by a third-party provider, falls outside the scope of this plan.
  • Equipment Provided by Pavlov Media Fiber Internet includes any devices, such as routers, wireless gateways, and hubs, provided by Pavlov Media Fiber Internet either as part of your service package or separately.
  • Inaccessible In-Home Wiring refers to wiring located behind structural elements like drywall, brick, metal, etc., which cannot be accessed without structural alterations.
  • In-Home Wiring is the wiring that connects from the Demarcation Point to internet outlets in the home, including cables, jumpers, connectors, and splitters used for services covered by the plan.
  • Service Protection Plan is a coverage program that safeguards customers from unexpected service issues, repairs, or maintenance costs. It ensures reliable support and minimizes disruptions, often for a fixed monthly fee.

8. Terms and Conditions for Pavlov Media Fiber Internet’s Pavlov Media ConnectionCare™ Service Protection Plan:

A. Pavlov Media Fiber Internet offers the Pavlov Media ConnectionCare™ Service Protection Plan for a separate monthly fee, available to most residential customers subscribing to Pavlov Media Fiber Internet services. This maintenance program covers the repair and upkeep of internal cabling, data lines, and wiring within your home that supports your Pavlov Media Fiber Internet connection. Please note, the plan may not be available in all service areas and is not applicable to commercial customers.

B. Participation in the Service Protection Plan is optional. The plan covers service charges associated with the following:

1. Diagnosis and repair of Pavlov Media Fiber Internet-provided equipment and the In-Home Wiring installed by Pavlov Media Fiber Internet, used for your covered services.

2. Troubleshooting and resolution of issues related to the connection between your Customer Equipment and Pavlov Media Fiber Internet services.

3. On-site education to help you better understand your Pavlov Media Fiber Internet service.

3a – Access to our Pavlov Education program for using your Pavlov Media Fiber Internet including our mobile application.

C. The ConnectionCare™ Service Protection Plan is available exclusively to residential customers of Pavlov Media Fiber Internet and remains valid as long as the customer maintains a subscription to the plan and adheres to all service terms and conditions. If the customer does not own the property where Pavlov Media Fiber Internet services are to be performed, and Pavlov Media Fiber Internet does not already have rights to access the building (such as a Right of Entry agreement with the building owner), the customer is responsible for obtaining the necessary permissions from the property owner. The customer must indemnify and hold Pavlov Media Fiber Internet harmless for any liabilities arising from this responsibility.

D. Please note that you are not required to purchase the ConnectionCare™ Service Protection Plan to receive support for issues related to our outside plant, network, or any equipment provided by Pavlov Media Fiber Internet.

E. The Service Protection Plan can be canceled at any time. However, if canceled within 60 days of a chargeable In-Home service visit, you will be charged for the service visit.

F. Pavlov Media Fiber Internet is not liable for service under this plan in cases of: 1) Failures due to force majeure events beyond Pavlov Media Fiber Internet's control, such as labor disputes or Acts of God; 2) Safety hazards preventing service; 3) Intentional, negligent, or willful damage to wiring, equipment, or outlets, as determined solely by Pavlov Media Fiber Internet.

G. Without ConnectionCare, if a technician determines the issue was caused by your Customer Equipment, you would be charged for a service call, but with ConnectionCare™, you will not be charged for the service visit.

H. This Service Protection Plan does not cover installations of new internet outlets or reconfigurations of existing ones.

I. If the work is not covered under the plan, you may either: 1) Repair it yourself, 2) Hire an outside contractor at your cost, or 3) Have us perform the work at our standard billing rate.

J. All services under this Service Protection Plan will be provided in accordance with industry standards. Should any defective materials provided by Pavlov or workmanship arise, Pavlov Media Fiber Internet will attempt to replace or repair Customer Equipment in accordance with Pavlov’s standard warranty. Except for the limited warranty in this Section, Pavlov Media Fiber Internet makes no other warranties regarding the ConnectionCare™ Service Protection Plan and disclaims any implied warranties, including those of merchantability or fitness for a particular purpose.

K. Charges for the Service Protection Plan and terms may change with at least 30 days’ notice.

L. This plan is not available to residents of multiple dwelling units (MDUs) such as apartments or condominiums.

M. Except where expressly stated, Pavlov Media Fiber Internet is not liable for any losses or damages arising from work performed under this plan, including but not limited to lost profits, business, or goodwill. Except for Customer’s indemnification obligations under these Terms and Conditions, the aggregate liability of each Party to the other Party for any losses or damage, whether direct or indirect, arising out of or in connection with these Terms and Conditions, including without limitation any cause of action in contract, tort or strict liability, shall be limited to actual, direct damages incurred, but in no event shall exceed an amount equal to the total of the fees paid to Pavlov by Customer for the Service Protection Plan which gave rise to the liability during the twelve (12) calendar month(s) immediately preceding the calendar month in which the act or omission giving rise to such liability occurred.

N. These terms are in addition to the Pavlov Media Fiber Internet Customer Service Agreement and Terms of Service. Other restrictions may apply.

O. Customer’s submission of an order for Pavlov Media Fiber Internet ConnectionCare™ Service Protection Plan constitutes Acceptance of the Terms and Conditions for Pavlov Media Fiber Internet ConnectionCare™ Service Protection Plan.