You'd think signing up for internet service would be simple: choose a provider, call them, and Voila! You have the internet up and running in your house within 24 hours.
We wish things were this simple.
But easy there, tiger.
This is a real world. Things are not so smooth. Picking the best internet and navigating through paperwork, reading fine print, checking the hidden charges, and contract termination cost - there is so much to unpack here.
But don’t worry, we have prepared a list of some of the common queries you must ask an internet service provider (ISP) before signing up.
What Is the Price Lock Time Limit?
You find a good introductory price for the internet and sign the contract on the spur of the moment. However, three months after getting into the contract, your discount expires and now you’re paying double the promised charges.
To avoid this situation, you need to inquire about the price lock limit. In the world of internet service providers (ISPs), there is no definite price upgrade limit It could either be 3 months, 1 year, or whatever the provider decides.
Price lock: A price lock guarantees that the user gets to pay the same price for the internet for a specific time even if the ISP revises the price for new customers. For instance, you signed up at a $30 price and a 3-month price lock. Even if the ISP upgrades the price during the 3 months, it will not be effective on you.
Is There a Contract Buy Out Fee?
You sign a contract on a whim but what if you are not satisfied or you find a better option? Legally, the party trying to get out of the contract has to pay a damage control fee. This contract buyout fee can range anywhere from $200-500.
So, before you sign the contract, make sure you keep your exit options open. Ask the ISP about the contract breach clause, cancellation fee, and if there is a trial period before entering a contract.
Contract buy-out: Contract buy-out is a very interesting term in the world of ISPs. A contract buyout is a small fee that the party has to pay as damage compensation to get out of the contract.
Do You Offer Contract Buy Out Option?
Do you want to switch your current ISP, but have a contract buyout fee? Don’t worry, because most brands pay the entire or a small portion of the contract buyout fee for you. So, before you sign the contract, make sure you ask this question.
In case the ISP is willing to pay a partial fee, ask about the payment cap.
Payment cap: The payment cap is the price limit a company is willing to pay for a contract buyout. For instance, if the contract cancellation fee is $500, the company might have a preordained payment cap of $200. In this case, the customer is required to pay the difference, so asking this question is very important.
What Happens When I Move to Another Location?
You just signed your contract for internet, paid for equipment and completed the paperwork but now you are moving to another place. What a waste!
Most ISPs keep this in mind and ask you to take your equipment with you to the new place. However, this is not the case with every brand. Some will charge you for the equipment damage (if there is any), extra transfer fee, or keep you on the old contract.
Things to consider
- Make sure your ISP is offering service in your new location.
- Inquire about bringing your existing equipment
- Ask about the installation charges for the new location or the transfer fee for connection.
- Schedule an appointment with your ISP in advance.
Are There Hidden Charges?
You just signed up for an internet connection at 50% off but you end up paying the regular price, why? Ignoring fine print and hidden charges can be the culprit. So, when signing up for your internet connection, make sure to check all the hidden charges in fine print.
To make things easier, consult a good ISP comparison that can help you easily navigate through the complexities of the internet world.
Hidden charges to consider:
- Equipment rental fees: monthly fee for modem or router
- Data overage fees: charges for using data beyond the cap
- Installation fees: fee for setting up internet service
- Early termination fees: damage control fee for breaching contract
- Late payment fees: extra charges when the bill is paid late
What Happens If I Am Not Satisfied with the Internet Service Provider, Package, or Overall Service?
Unlimited internet, saving up to 50%, lightning-fast speed, and no contract; ISPs claim all kinds of things.
However, in real life situations, nothing can be said for certain.
Delivery speed might not be the same as promised; the package might be too expensive, so stay prepared for testing times.
To avoid all this, you should ask questions about what happens if I am not satisfied with the service. This will offer you clarity about uncertain times and ways to exit, upgrade, or switch your package.
FYI: ISPs offer 24/7 customer support, so if there is a service issue or technical problem, it can be addressed right away. However, upgrading a package or activating a new package might take some time (a few hours to a few days) depending on the brand and their processing time.
Is There A Data Cap?
“Enjoy unlimited internet!”
If I had a penny for every time I heard an internet company make that claim, I'd be rich. The truth is that "unlimited" often has hidden limits. For instance, brands will put a data cap near terabytes for residential internet packages. Since anything near a terabyte is considered a decent internet limit for residential internet users and most never end up exhausting it within a month, this technically falls into the unlimited category.
However, if you are thinking of starting a small business on a residential internet package, or you have a huge family with intensive data consumption, you might end up in a pickle. Moreover, in case of exhausting the data limit and needing more data, some brands charge extra.
So, it’s better to know what will happen if you exhaust all your data limits.
Data Cap: The data cap is the cut-off limit for internet data to be consumed within a specific time period. For small households, the recommended limit is nearly 600-650 GB, and for big households, it can be up to 1TB.
What Are the Terms and Conditions Mentioned Within Service Level Agreements (SLA)?
SLA or service level agreement of a company ensures the quality of the internet. It is a type of contract offering detailed information about everything from downtime, latency, jitter, speed, customer service, performance, and even packages.
SLA plays a more important role for businesses because it helps them feel confident that they will have a reliable connection. For instance, some internet companies offer industry-leading 99.99% SLA, promising minimum downtime.
Details to check in an SLA:
- Uptime guarantees
- Bandwidth speeds
- Latency levels
- Packet loss rates
- Response times for troubleshooting
- Service credits for outages
- Defined metrics for performance measurement
- Escalation procedures
- Terms regarding termination or contract modification
What Happens If There Is an Issue with The Internet Connection?
By large, cable and fiber optic are more reliable options than satellite and DSL. From service outages to technical faults or natural disasters, anything can cause an outage. To deal with this situation, a user must know what to do.
Generally, internet companies offer 24/7 customer support. Users facing outages can report the issue, file a complaint, and seek guidance. Apart from this, some ISPs also update an online outage map to help the users keep track of the issue.
So, before you sign a contract or commit to the new ISP, make sure to know all about the possible frequency of the outage.
Pro Tip: Ask the company if they have an app or forum that is available online. Most of the frequently registered complaints are addressed through these apps, so it is convenient for the user. Moreover, checking reviews and outage history on reliable third-party websites is also a viable option.
Do I Have to Pay for Equipment and Installation?
Most internet brands offer free equipment and installation. However, there are a few exceptions in the market. Some brands charge monthly rental fees while others make the user buy equipment. Similarly, installation can be free, have a fee, or the user can get a DIY kit.
Regardless of the option you choose, knowing about the equipment and installation fee is very important. This factor is especially important because companies can offer deals like “50% off on the first month without installation and equipment.”
On paper, this deal looks too good to be true. But add the equipment and installation fee and you will be down to paying more than promised.
Tip: If you do not want to pay the installation fee, ask customer support if they can waive the fee. Nevertheless, if you have no other option, a self-installation kit can be your best bet.
Some Non-Technical Questions to Ask
- Do you have an ongoing offer?
- Can I pay my bill online?
- Do you have a bundle offer i.e. phone and cable TV that can help me save money?
- Do you have an app?
- These are all the questions you should ask before signing up. If you have some other questions, feel free to share them with us.
- Before we wrap this up, remember! If a deal is too good to be true, it might as well be.
- So, trust your gut.