About Offers and Deals

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Why does it say internet speeds 'up to'? Are these speeds guaranteed?

Internet providers advertise speeds up to a certain number. When you subscribe to the service, this number is the maximum speed you can get, but in many cases, the actual speeds you get are lower than the advertised speed.

For example, if your internet service provider advertises speeds up to 15 mbps, your internet download speed will be 15 mbps in optimal conditions. However, if weather is disrupting your satellite connection or if neighbors are using the same broadband cable as you, those types of issues can slow down your speeds.

In short, your actual speeds will vary and will often be less than the advertised number.

What are the taxes and fees that are on my bill?

Depending on where you live, you may see state and local sales taxes on your internet bill. If you have telephone or cable TV services bundled with your internet bill, you may also see some of the following types of fees:

• 911 fee to support emergency services

• Broadcast TV fee related to the cost of transmitting broadcast TV signals

• Universal Connectivity charge to help cover the cost of offering services to low income customers

• Regulatory recovery fee for voice services

If you see a fee you don’t understand or think is a mistaken charge, you should contact your internet service provider’s customer service or billing department. Most companies offer a toll-phone number as well as online chat so you can reach customer service.

Can I set up services from different providers?

In many cases, you can set up services from different providers. For example, you could get satellite TV from one company, satellite internet from another, and phone service from yet another company. However, if the services come to you on the same line, you have to use the same company in most cases. For example, if you want DSL internet and voice telephone service — which both come into your home over the same phone line — you usually have to get those services from the same company.

Why Does my neighbor have service, but I can't get it?

If a service comes to your home over cables or phone lines, the service is restricted to places where the line is installed. In some cases, a cable or wire may run to your neighbor’s home but not to yours. In these situations, your neighbor may be able to order a service that is not available to you.

Why is the advertised price not available at my address?

Infrastructure such as cables and wires varies in different areas. As a result, internet service providers may advertise deals that are available in some areas and not others. There can also be differences in pricing depending on the services available. In other cases, some advertised rates are restricted to new customers. If you have recently had service with that company, you may not qualify for the advertised deal.