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Repair FAQ
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AWS Express Repair - Frequently Asked Questions
Q. What are AWS Express Repair plans?
A. These service protection plans are designed to ensure that your AWS service will be restored in a quick and efficient manner in the event a problem occurs. You can elect second-business-day or next-business-day service for repairs that require onsite attention. Both services offer live technical phone support, and if needed, an AWS technician will come to your home or business to restore service for only a $29.95 - $39.95 co-pay.
Q. My AWS service is still under a 30 day warranty – why would I want AWS Express Repair?
A. Under the warranty, you have access to technical phone support, as well as onsite support as needed. While most problems are resolved with a simple phone call, it may take up to 7–10 days for a technician to visit your home or business to restore service, under the 30 day warranty. With Express Repair, if a visit is deemed necessary to restore your service, then a technician will be onsite in two business days with Express Repair – Home, or the next business day with Express Repair – Business.
Q. If I lose service and AWS Customer Care determines a site visit is required to fix the problem, how long before the service technician comes to repair it?
A. Onsite calls are scheduled according to the time that AWS receives the call that a problem has arisen. If you subscribe to the Express Repair – Business plan and your call is received prior to 1 pm, the appointment will be scheduled for the next business day. If the call is received after 1 pm, the appointment will be scheduled for the second business day. If you subscribe to the Express Repair – Home plan and your call is received prior to 1 pm, your appointment will be scheduled for the second business day after your call. If the call is received after 1 pm, the appointment will be scheduled for the third business day after your call.
Q. If I lose service, how likely will the service technician be able to get me up and running?
A. On average, our certified AWS technicians restore service 99% of the time on their first onsite visit.
Q. What is the pricing for Express Repair – Home and Express Repair – Business?
A. Select Express Repair – Home with a 1-year term and get second-business-day onsite service for only $5.95 per month; or choose Express Repair – Business for next-business-day service for only $12.95 per month with a 1-year term. Both plans require a co-pay if a service visit is required. Service may be canceled at any time, but if you cancel before your term is completed, you will be charged a $25 administrative fee.
Q. Where can I find AWS Express Repair terms and conditions?
A. See our web site www.awshi.com for additional information.
Q. How will Express Repair be billed?
A. The monthly service fee for Express Repair will be billed to you as your AWS service is billed (on credit/debit card or via invoice, whichever method you have selected). The co-pay will be billed by that same means if a service visit is required.
Q. Will my selected Express Repair plan have a vesting period?
A. If you subscribe to a AWS Express Repair plan when you place your order for new AWS high-speed Internet service, your Express Repair plan will begin immediately. If you wait until after you've been installed and your service is active, either Express Repair plan you choose will include a 30-day vesting period. Onsite service within the first 30 days of enrolling in a plan results in a higher co-pay than after the vesting period.
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