Residential Managed Router & Mesh Wi-Fi Terms

CROWSNEST BROADBAND RESIDENTIAL MANAGED ROUTER & MESH WI-FI TERMS

OFFICIAL POLICY • Version 1.0 • Adopted and Effective October 30, 2026

These Residential Managed Router & Mesh Wi-Fi Terms (“Managed Wi-Fi Terms”) govern managed router and mesh Wi-Fi equipment and related support furnished by Crowsnest Broadband LLC (“Crowsnest,” “we,” “us,” or “our”) to residential Internet customers (“Customer” or “you”). They supplement the applicable residential Internet service order, Crowsnest Terms of Service, Open & Acceptable Use Policy, and Privacy Policy. These terms apply to residential service only; they do not govern business Internet or business-managed networking services.

1. Required Residential Wi-Fi Equipment Selection

1.1 Required selection. Each residential Internet customer must select an approved Crowsnest managed Wi-Fi equipment solution in connection with the Internet service. A customer may not cancel the required equipment solution independently while retaining the Internet service. The monthly subscription options are set out below; an outright equipment purchase is an alternative payment and ownership arrangement as described in Section 7.

1.2 Home Mesh System — $10 per month. This managed residential Wi-Fi option ordinarily uses Crowsnest-selected equipment from Nokia, TP-Link, Ubiquiti, or another supported manufacturer. Equipment generation, model, features, and manufacturer may vary.

1.3 Business-Class Mesh System — $15 per month. Residential customers may elect a business-class managed Wi-Fi option, ordinarily using Crowsnest-selected UniFi equipment or comparable supported hardware with additional business-class networking or management features. This selection does not change the customer’s residential Internet service classification.

1.4 Selection and price. The chosen equipment option and applicable charges will be identified in the customer’s service order. These fees are in addition to the underlying Internet service charge, unless the service order expressly says otherwise. Taxes and any authorized one-time charges may apply.

2. Whole-Home Coverage Assessment and Included Units

2.1 Assessment before placement. Crowsnest assesses the home and wireless conditions at installation and determines the number and placement of supported units reasonably necessary for whole-home indoor Wi-Fi coverage. Equipment is installed based on actual need, not an automatic allotment of three units.

2.2 Up to three units, if needed. The monthly Home Mesh System and Business-Class Mesh System options include up to three (3) managed Wi-Fi units when Crowsnest determines they are needed. A home requiring one unit receives one; a home requiring two receives two; a third is provided when needed. Unused units do not create a credit, refund, or ownership entitlement.

2.3 Additional indoor units. If more than three units are needed or requested, Crowsnest may offer compatible additional units for a separately disclosed upfront charge, with customer approval before charges are incurred.

2.4 No outdoor coverage guarantee. NEITHER residential managed Wi-Fi option includes or guarantees outdoor wireless coverage. Whole-home coverage refers to indoor areas of the primary residence, subject to physical and radio-frequency conditions. No particular speed, signal strength, or connection quality is guaranteed in every room or on every device.

2.5 Outdoor and building-to-building extensions. Optional equipment for patios, yards, detached buildings, or other outdoor areas, and wireless or wired extensions between buildings, are NOT included in either subscription. These services or units may be available at additional upfront cost following a separate feasibility assessment and quotation. Any associated ongoing charges, if applicable, must be disclosed before purchase.

3. Equipment Furnished and Condition

3.1 Equipment selection. Crowsnest selects supported models and configurations suited to the residence and subscribed option. No specific manufacturer, Wi-Fi generation, or brand is promised unless identified in the service order.

3.2 New or refurbished. Initial or replacement equipment supplied under the monthly managed Wi-Fi subscription may be new, previously used, or certified refurbished. Crowsnest will provide equipment it determines is operational and appropriate for the supported service. New and refurbished subscription equipment receive the same qualifying replacement coverage for as long as the applicable monthly fee is paid.

3.3 Subscription equipment ownership. Equipment supplied under the monthly subscription remains Crowsnest-owned unless separately sold to the customer in writing. The customer must protect and return it as provided in these terms.

4. Remote Management, Privacy and Network Diagnostics

4.1 Authorized remote support. To provide managed Wi-Fi service, Crowsnest may remotely view router health, online status, connectivity, Wi-Fi settings, connected-device and network diagnostic information; restart equipment; update firmware; and view, reset, or change Wi-Fi network names and passwords as reasonably needed for installation, security, and support.

4.2 Traffic-category information and DPI. Supported managed routers may offer deep packet inspection (“DPI”) or application identification capable of showing traffic categories, application or service classifications, usage statistics, and approximate proportions of traffic associated with services such as video streaming, including Netflix or YouTube. These classifications are estimates and may be incomplete or inaccurate.

4.3 Purpose and limitations. Crowsnest may use available diagnostic and traffic-category information only for legitimate network operation, support, security, and troubleshooting purposes, in accordance with applicable state and federal law and its Privacy Policy. Crowsnest does not sell customers’ DPI-derived traffic-category information or use this service as permission to view the contents of private messages, personal files, or encrypted communications.

4.4 Data location and disclosures. Where supported, traffic-category statistics are processed and retained locally on the managed router. Any manufacturer platform, remote-management system, diagnostic transfer, legal disclosure, or retention outside the router must be governed by Crowsnest’s actual technical configuration and applicable Privacy Policy. No representation in these terms authorizes disclosure beyond applicable law or the published Privacy Policy.

4.5 Wireless credentials. Because Crowsnest may view or modify managed Wi-Fi credentials, customers should not reuse their Wi-Fi passwords for unrelated accounts. Customers remain responsible for passwords and security of their personal devices.

5. Technical Support and Onsite Service

5.1 Included remote support. Remote troubleshooting and technical support for the health, operation, connection, and Crowsnest-managed configuration of the supplied router or mesh units are included in the monthly subscription without additional support charges.

5.2 Excluded customer devices. Included support does not extend to repairing, configuring, or troubleshooting the customer’s computers, printers, televisions, smart-home devices, gaming equipment, third-party routers, or other customer-owned devices or applications. Crowsnest may help identify whether a problem originates in the managed router, but that assistance does not expand the covered service.

5.3 Onsite visits. When Crowsnest determines that an issue with covered managed Wi-Fi equipment or its installation requires an onsite visit, the visit is included without a service-call fee. Crowsnest may troubleshoot remotely first and determine whether onsite attendance is necessary.

5.4 Customer-caused service calls. If an onsite visit reveals customer negligence, misuse, disconnected or unplugged equipment, unauthorized changes, failure to provide suitable power, or a problem outside the covered equipment, an applicable service-call charge may be assessed, even during an active monthly subscription. Crowsnest will explain the reason for any charge and disclose applicable charges in advance where reasonably practicable.

6. Monthly Subscription Replacement Coverage

6.1 Covered failure. For as long as the customer continues to pay the applicable monthly managed Wi-Fi fee and maintains the related service, Crowsnest will repair or replace Crowsnest-owned subscription equipment that fails under normal use, without a separate replacement-equipment charge. This applies equally to equipment originally supplied new, used, or certified refurbished.

6.2 Exclusions. Coverage does not include customer negligence, misuse, accidental or intentional damage, liquid intrusion, pet damage, unauthorized repairs or modifications, improper electrical conditions, loss, theft, or other customer-caused damage. The customer may be charged for excluded equipment damage or replacement.

6.3 Replacement equipment. Replacement units may be new, used, or certified refurbished and need not be the same model, provided Crowsnest determines they are compatible with the supported service. Failed units must be returned when requested.

7. Outright Purchase Alternative

7.1 Purchase price. Instead of paying the recurring managed router equipment fee, the customer may purchase an approved router or mesh unit outright at $175 per unit. The equipment quantity and total upfront purchase price are specified in the service order. This is an alternative to the monthly equipment subscription—not an option to use unsupported equipment without an approved service configuration.

7.2 Ownership and replacement risk. Outright-purchased units belong to the customer. They are NOT covered by Crowsnest’s monthly subscription replacement program. If any purchased unit fails for any reason, including ordinary hardware failure, the customer is responsible for purchasing a replacement at the then-applicable price; Crowsnest will not supply a free replacement under this service program. Any separate non-waivable rights or manufacturer warranties imposed by law remain unaffected.

7.3 Scope of support. Crowsnest may provide remote diagnosis of connectivity to compatible purchased equipment as part of supporting the Internet connection, but the paid monthly managed equipment replacement and associated equipment-support benefits do not apply unless separately subscribed to and agreed in writing. Purchase does not guarantee indefinite software support or compatibility.

8. Required Service, Cancellation and Returns

8.1 No standalone cancellation of required equipment arrangement. An approved Crowsnest Wi-Fi equipment arrangement is required with residential Internet service. Customers cannot terminate only the monthly managed Wi-Fi subscription and continue Internet service without an approved replacement equipment arrangement, such as an outright purchase accepted and recorded by Crowsnest.

8.2 Return upon termination or transition. When residential Internet service or a monthly equipment arrangement ends, all Crowsnest-owned routers, mesh units, power supplies, and other designated equipment must be returned or made available for Crowsnest-authorized collection under the return instructions provided. Outright-purchased customer-owned units are not subject to this return obligation.

8.3 Non-return fee. If required Crowsnest-owned router or mesh equipment is not returned following the applicable return notice and reasonable return opportunity, the customer may be charged a $250 non-return fee for unreturned Crowsnest-owned equipment. The charge does not transfer ownership unless Crowsnest expressly agrees in writing. Charges are subject to the service agreement and applicable law.

8.4 Outstanding balances. Outstanding authorized service, equipment, damage, and non-return charges remain payable under Crowsnest’s general Terms of Service. Service cancellation does not extinguish previously incurred obligations.

9. Customer Responsibilities and Service Limitations

Customers must provide reasonable access for authorized installation and support, maintain suitable electrical power and operating conditions, safeguard equipment from damage or unauthorized alteration, promptly report faults, and cooperate with reasonable troubleshooting.

Wireless service performance is affected by walls, floors, building materials, interference, connected-device capabilities, and other conditions. Crowsnest does not guarantee coverage of detached structures, outdoor areas, or all customer-owned devices, and cannot guarantee uninterrupted Wi-Fi service.

10. Changes, Applicable Terms and Contact

Crowsnest may update supported equipment, security settings, service processes, and these Managed Wi-Fi Terms, with notice of material changes as required by applicable law and the governing service agreement. The customer’s accepted service order identifies the chosen option and charges. In the event of a conflict, mandatory legal protections and specifically agreed service-order provisions control as applicable.

Crowsnest Broadband LLC • (814) 626-8646 • info@crowsnestbb.net • https://crowsnestbb.net

11. Acknowledgment and Document Control

By accepting residential Internet service and selecting the applicable Wi-Fi equipment arrangement, the customer agrees to these Residential Managed Router & Mesh Wi-Fi Terms as incorporated into the service order.

Document: Residential Managed Router & Mesh Wi-Fi Terms • Official Version 1.0 • Adopted and Effective October 30, 2026

OFFICIALLY ADOPTED THIS 30TH DAY OF OCTOBER 2026

Crowsnest Broadband LLC • Residential Managed Wi-Fi Terms • Official Version 1.0 • Adopted and Effective October 30, 2026