We are so confident in our service that we guarantee it! Does anyone else do that?
We want our customers to be thrilled with the service they receive! We don’t oversaturate our towers and we don’t promote “up-to” speeds. We only advertise honest, reliable speeds that customers can count on. We strive every day to provide every customer with the service they pay for and if we can’t do that, we are prepared to let you out of your agreement. If a customer is experiencing an issue, they may cancel their service at any time, if it is determined that Safelink Internet has failed to provide the speeds that were agreed upon and was unable to provide a satisfactory solution within two business days of being made aware of the issue and creating a trouble ticket. To be eligible, the customer must notify Safelink Internet of the connectivity issue and provide Safelink Service Personnel access to the hardware or premises to troubleshoot the connection issue and provide a reasonable resolution. If a resolution is not made that can adequately restore the necessary speeds, we will gladly let any customer out of their agreement to find another internet solution. Note that accurate speeds are based on the speeds being delivered to the house at the point of the router. “A speed test is not your connection speed. Sometimes the speed is affected by distance limits, and sometimes it’s physics.” – Andrew Ferguson, editor of Think Broadband. What Safelink Internet can guarantee is that the customer will consistently receive the speeds agreed upon up to the router in the home. From there, speeds received at a given device cannot be guaranteed but we will gladly help to try and maximize that connection for anyone that requests assistance.
There are other factors that are outside of Safelink Internet’s control that may affect speed but are not covered under this guarantee. These include, but are not limited to:
- Multiple devices in the home using the service simultaneously, lowering the available bandwidth.
- The quality of home wiring, or Wi-Fi signal strength through the home, and architectural structures that may be blocking the signal.
- How well the home computer handles net protocols or if it is designed to handle higher speeds.
- Anti-virus software that may be taxing the system.