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SureNet/Services/HomeFone |
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SureNet Homefone is a new service that uses your SureNet
high speed internet connection and replaces the need for a
traditional phone line and saves you up to 50% off
comparable services with your telephone company-and you
get to keep your fone number*!
Rates start at just $14.99 per month for regular service. Our
long distance packages save you even more.
Enjoy top of the line voice quality, unbeatable long distance
rates and access to many advanced features at no extra
charge to you. SureNet HomeFone is ideally suited for
residential, small home office and small business customers
who need a lower cost alternative to the big guys, but
don't want to sacrifice quality.
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$14.99*
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- Local fone digital service
- Keep your fone number (where available)
- Caller ID
- Voicemail
- Call Waiting
- Call Hold
- 3 Way Calling
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$19.99*
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- Local fone digital service
- Keep your fone number (where available)
- 500 Canada/US long distance minutes (excludes Alaska, NWT & Yukon)
- Enhanced Voicemail
- Voicemail to email
- Call forwarding
- Call Hold
- 3 Way Calling
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$29.99*
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- Local fone digital service
- Keep your fone number (where available)
- 2000 Canada/US long distance minutes (excludes Alaska, NWT & Yukon)
- Enhanced Voicemail
- Voicemail to email
- Call forwarding
- Call Hold
- 3 Way Calling
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$39.99*
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- Local fone digital service
- Keep your fone number (where available)
- 500 International long distance minutes to Top 50 Countries
- Enhanced Voicemail
- Voicemail to email
- Call forwarding
- Call Hold
- 3 Way Calling
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- Additional Calling Zone $9.95
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*price with high speed internet from SureNet
DSL customers may require a dry loop.
Installation Fees:
- Service requires Fone ATA Device $99
- Self Installation/Activation: $19.99
- Technician Installation/Activation: $49.99
911 Service:
THIS SECTION CONTAINS IMPORTANT PROVISIONS, INCLUDING THOSE REGARDING 911 SERVICE
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Description
SureNet Homefone (VoIP or Voice over IP) services allow you to make or receive telephone calls over the Internet to or from the public switched telephone network. The nature of SureNet Homefone telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and you acknowledge and agree that differences exist between traditional telephone service and SureNet Homefone telephone services, including the lack of traditional 911 emergency services.
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911 Service
Because of the unique nature of SureNet Homefone telephone calls, emergency calls to 911 through your SureNet Homefone service will be handled differently than traditional phone service. The following provisions describe the differences and limitations of 911 emergency calls, and you hereby acknowledge and understand the differences between traditional 911 service and SureNet Homefone calls with respect to 911 calls placed to emergency services from your account as described below.
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Placing 911 Calls
When you make a 911 emergency call, the SureNet Homefone service will attempt to automatically route your 911 call through a third-party service provider to the Public Safety Answering Point ("PSAP") corresponding to your address of record on your account. However, due to the limitations of the SureNet Homefone telephone services, your 911 call may be routed to a different location than that which would be used for traditional 911 dialing. For example, your call may be forwarded to a third-party, specialized call centre that handles emergency calls. This call centre is different from the PSAP that would answer a traditional 911 call which has automatically generated your address information, and consequently, you may be required to provide your name, address, and telephone number to the call centre.
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How Your Information is Provided
The SureNet Homefone service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with your account. However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain your name, phone number or physical location. Therefore, when making a 911 emergency call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different). If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.
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Correctness of Information
You are responsible for providing, maintaining, and updating correct contact information (including name, residential address and telephone number) with your account. If you do not correctly identify the actual location where you are located, or if your account information has recently changed or has otherwise not been updated, 911 calls may be misdirected to an incorrect emergency response site.
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Disconnection
You must not disconnect the 911 emergency call until told to do so by the dispatcher, as the dispatcher may not have your number or location information. If you are inadvertently disconnected, you must call back immediately.
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Connection Time
For technical reasons, including network congestion, it is possible that a 911 emergency call will produce a busy signal or will take longer to connect when compared with traditional 911 calls.
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911 Calls May Not Function
For technical reasons, the functionality of 911 SureNet Homefone emergency calls may cease or be curtailed in various circumstances, including but not limited to:
Failure of service or your service access device-if your system access equipment fails or is not configured correctly, or if your SureNet Homefone service is not functioning correctly for any reason, including power outages, SureNet Homefone service outage, suspension or disconnection of your service due to billing issues, network, or Internet congestion, or network or Internet outage in the event of a power, network or Internet outage; you may need to reset or reconfigure the system access equipment at a location other than that described in your account information or otherwise on record with Mascon Cable Systems.
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Inform Other Users
You are responsible for notifying, and you agree to notify, any user or potential users of your SureNet Homefone services of the nature and limitation of 911 emergency calls on the SureNet Homefone services as described herein.
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Limitations of Liability
SureNet Communications terms of service limit and disclaim liability related to SureNet Homefone 911 service, so please read these carefully. If you do not understand and agree with the limitations of the SureNet Homefone 911 service, you should consider alternate means of accessing traditional 911 services or terminating your SureNet Homefone service.
We employ third parties to assist us in routing 911 calls to the local Emergency Response Centre's. We disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. Neither SureNet Communications, nor its Affiliates, Partners, Officers, Directors, Employees may be held liable for any claim, damage or loss, and you hereby waive any and all such claims or cause of action, arising from or relating to the 911 dialing service unless such claims or causes of action arose from our gross negligence, recklessness or willful misconduct. You shall defend, indemnify and hold harmless SureNet Communications, its Officers, Directors, Employees, Affiliates and Agent Partners and any other service provider who furnishes service to you in connection with the service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, you or any third party relating to the absence, failure or outage of the service, including 911 dialing, incorrectly routed 911 dialed calls, and or the inability of any user of the service to be able to use 911 dialing or access emergency service personnel.
We are providing this information to you before we install the service at your home so you are aware of these limitations and can make the necessary arrangements in the event that any of the above situations occur at your home.
Conditions of Service:
Service Quality and Availability
High traffic usage on the subscriber's Internet connection may affect the quality and availability of the VOIP service. Outages of the subscriber's Internet connection will result in lack of VOIP service. SureNet Communications cannot guarantee uninterrupted operation of the service.
Limitation of Liability
Neither SureNet Communications Internet Solutions nor any of its affiliates, directors, officers, employees, agents or underlying third party service providers shall be held liable for any injury, death or damage to persons or property, arising directly or indirectly out of, or relating in any way to the provision of SureNet's Homefone service, including without limitation any inability on your part to access VoIP 9-1-1 service or any other emergency 9-1-1 service, and you hereby waive any and all such claims or causes of action arising out of or from the absence, outage or failure of SureNet Homefone service and VoIP 9-1-1 service.
You agree to defend, indemnify and hold harmless, SureNet Communications and its respective employees, affiliates, directors, officers, agents or underlying third party service providers from and against any liabilities, claims, losses, damages, penalties, fines and expenses (including, without limitation, legal fees and expenses), by or on behalf of you or any third party or user of your SureNet Homefone service relating to the absence, outage, failure or degradation of the voice quality of the SureNet Homefone service, including without limitation the inability to be able to dial 9-1-1 to access emergency services, the inability to complete a 9-1-1 call, the inability to correctly route a 9-1-1 call to the appropriate PSAP or to correctly dispatch emergency services to the location from which the 9-1-1 call originated.
Long Distance Service
The account holder is responsible for all long distance calls and charges resulting from the use of SureNet Communications's VoIP service or any third party service. We advise that you check your online call detail records on a monthly basis to ensure that all charges are correct. it is important to keep your PIN private. Contact your local office to change your PIN.
International rates are subject to industry changes. Our International rates are effective for one calendar month. All our International rate changes will take effect on the first 15th day of every month. Not all International rates will change and rates to cellular phones may be different than those to landline phones.
Payment
All payments will be made on the 15th or 30th of each month by pre-authorized credit card or pre-authorized banking. Payments will include pre-payment of the up-coming period plus any charges for long distance and other fees from previous periods. SureNet Internet fees will be billed separately. You agree to SureNet's standard terms of service.
Cancelling your Service
Cancellations are processed at 15th of each month. Subscribers who wish to cancel both their VOIP service and their Internet service must provide written notification 30 days before the end of the month to ensure timely disconnection of hardwire facilities. Please provide a hard copy cancellation request by email, fax or regular mail. Cancellations will not be accepted by telephone. Hardcopy cancellation will be confirmed with by an email confirmation. Telephone cancellations will not be accepted. Please request a cancellation reference number. For your convenience you may email cancel@surenet.net 30 days prior to your requested cancelation date.
Limitations of Service
- The subscriber must have a high speed Internet service of 512 Kbps or higher.
- Local line calls must be placed from the service address for all 9-1-1 features to be fully supported.
- The subscriber must be using a VOIP ATA purchased from SureNet Communications.
- The subscriber agrees to be liable to any long distance calls placed from their local phone service.
- Directory assistance is available by dialing 411. The charge for Directory Assistance is 0.85 cents per call.
- This service supports fax services if that feature has been purchased.
- Overdue accounts may result in suspension or cancellation of service and a reconnection charge may apply.
Connected Equipment Terms
The equipment purchased and paid for by the customer is not returnable or refundable. The customer is responsible to ensure that their equipment is protected from tampering. Electrical surge, or any other damage. The customer is responsible for the full cost of the repair or replacement should the equipment be lost, stolen, destroyed or damaged, including without limitation damage caused by lightning or any other type of electrical surge. It is the responsibility of the customer to replace equipment at their cost should it cease to function due to abuse. A manufacturer's warranty is provided on all new equipment sold by SureNet. Customer can contact the manufacturer to effect repairs.
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