In some cases, we may apply a goodwill credit for verified network faults or outages. But this isn’t automatic and won’t apply in every situation.
When a goodwill credit may be considered
We may look at applying a goodwill credit once a fault is resolved and:
- There was a verified network fault or outage affecting your service
- The issue wasn’t caused by your modem, router, internal cabling or devices
- You experienced a noticeable disruption for a meaningful period of time
When credits are not applied
We generally don’t apply credits if the issue was related to:
- Equipment or wiring inside your home
- Planned maintenance on the network
- Your own device or home setup (like software or Wi-Fi configuration)
