WiFi First Aid Program - Terms and Conditions

1. Program Overview
The WiFi First Aid Program (hereinafter referred to as "the Program") is a service provided by Hilltop Broadband to offer enhanced technical support to residential customers. The Program includes in-depth phone support and free next business day on-site support for WiFi-related issues.  The program also qualifies the customer for reduced cost purchase and use of Hillltop's preferred in home WiFi router system.  Use of this system allow Hilltop Broadband's employees to remotely monitor, assist and troubleshoot the customer WiFi system using our advanced WiFi customer care dashboard.

2. Enrollment and Opt-Out
The Program will be automatically added to all residential service plans starting September 1, 2024, at a cost of $8.95 per month.
Customers who do not wish to participate in the Program may opt out at any time by visiting the following link: https://www.hilltop-broadband.com/wifi-first-aid-opt-out.
Opting out will remove the monthly charge and the associated services of the Program from the customer’s account.

3. Services Provided
In-Depth Phone Support: Customers enrolled in the Program will have access to expert technical support via phone. Our technicians will assist with troubleshooting and resolving WiFi-related issues, including connectivity problems and network optimization.
Next Business Day On-Site Support: If phone support is insufficient to resolve an issue, on-site support will be provided at no additional cost on the next business day. Technicians will visit the customer’s location to diagnose and repair WiFi-related problems.

4. Service Availability and Limitations
Phone support is available during Hilltop Broadband’s standard customer service hours. Next business day on-site support is subject to technician availability and geographic location. Customers in remote areas may experience longer wait times. The Program covers issues directly related to the customer’s WiFi network and does not include support for devices, third-party equipment, or non-WiFi-related issues.

5. Billing and Payments
The monthly fee for the Program will be automatically billed to the customer’s account each month. Customers who opt out of the Program before the billing cycle will not be charged for that month. Hilltop Broadband reserves the right to adjust the monthly fee with 30 days’ notice to customers.

6. Cancellation and Refunds
Customers may cancel their enrollment in the Program at any time by opting out via the provided link or contacting Hilltop Broadband’s customer service team.
Cancellation will be effective at the end of the current billing cycle, and no refunds will be issued for partial months.

7. Modifications to the Program
Hilltop Broadband reserves the right to modify or discontinue the Program at any time. Customers will be notified of any significant changes or discontinuation at least 30 days in advance.

8. Liability
Hilltop Broadband will not be liable for any indirect, incidental, or consequential damages arising from the use of the Program.
The Program is provided on an "as-is" basis, and Hilltop Broadband makes no warranties, express or implied, regarding the effectiveness or availability of the services provided under the Program.

9. Governing Law
These terms and conditions shall be governed by and construed in accordance with the laws of the state in which Hilltop Broadband operates.

10. Acceptance of Terms
By continuing to use Hilltop Broadband services after September 1, 2024, customers agree to the terms and conditions of the WiFi First Aid Program.
 

For any questions or concerns regarding these terms and conditions, please contact our customer service team at 970-344-9541 or support@hilltop-broadband.com.