Terms of Service

We ask that all new customers please read the following agreement so that they may have a full understanding of all of our policies and procedures.

Refund Policy Delivery Information Billing Information Network & Modem Information IP Address, Port Forwarding and NAT Information: Customer Support Information

Refund Policy

We are a no-contract company, so don’t ever worry about getting “locked in” – if you ever decide you don’t like our service, or you move, simply return your equipment. It’s that easy. All our services have a 30-day money back guarantee. The 30-day Full Refund starts at the time of delivery, to ensure you get a full 30 days to test our service. Should you choose to exercise your right to a refund, please understand that refunds are processed after equipment is returned to us, please understand it can take up to 14 days after we receive your returned equipment for the refund to be processed. Refunds are issued as a credit to the card used at time of purchase. Refunds cannot be issued to anyone other than the account holder, or to any card except the card used at time of purchase.

All returned equipment MUST be in like new condition, and MUST be shipped to us by USPS with insurance and tracking. Returns are to be mailed to:

Returns Dept.
P.O. Box 1800
Oneonta, AL 35121

Please open a ticket in the customer portal with the return tracking information. We will notify you when the return is received and processed.

Delivery Information

Standard Processing and Delivery takes 12-15 days for your order to be shipped. When you order your modem, we then order from our supplier. When the modem arrives at our office, we then program and test the modem. Once the modem is certified by our staff as working, it is shipped to you via USPS Priority Mail. USPS Priority Mail takes approximately 1 business day for delivery to addresses within Alabama.

You were provided with an estimated delivery window on the previous agreement section. By accepting this agreement and placing your order, you hereby agree to this delivery window and have recorded the dates provided to you, which was a window starting 12 days from today's date, and ending 15 days from today's date.

Tracking numbers will be posted to your customer portal on our website once the order has shipped. Tracking information is not available by phone at this time. We ask that you please DO NOT call our office to check the status of your order. We will contact you if your order is running late, however this is very rare. Calling and asking for an update, when we have provided the above time frame simply takes our staff away from being able to process your order, and thus actually delays orders. We have a very small staff, and every second counts. We understand you are eagerly waiting for your order, but also understand that you provide you with this delivery window for a reason. So again, PLEASE do not call us asking for an update, the information above is correct.

Billing Information

All charges will show on your credit or debit card statement as "Community Outreach and Development". Please take note of this, as any returned payments will be subject to a $25.00 fee, charged to us by the bank to investigate the complaint.

You have two choices for account billing. We do not accept cash or check payments. All payments must be made online in the account portal. We do not have the staff level required to send paper bills, or keep up with cash/check payments. Having all payments done online also helps keep our prices low.

Automatic Billing – By default we will store the credit/debit card information provided at checkout and automatically bill your card when invoices are due.
Manual Billing – You have the option to turn automated billing off at any time. Invoices must be paid by 4pm on the due date.

We operate on a pre-paid model, meaning that you pay for service before we provide it. Failure to pay for an invoice will result in automatic service suspension. If you can not make a payment, please contact our billing dept using the help desk to get an extension or make other arrangements.

Invoices are generated by the system 7 days before they are due. You will get an automated email 24 hours before the invoice is due, as a reminder. If you are on automated billing, you can ignore this email. You will only need to take action if you get a “Payment Failed” notification from our system. Invoices that are due on a holiday, will be attempted the day before the holiday.

Late Payment – Invoices are due on the due date shown on the invoice. Service suspension can occur after 4pm on the due date, if no payment has been made. Services that a disconnected are subject to a $35 re-connection fee.

Network & Modem Information

Modem / Router / WiFi Settings – Our All-In-One Modem/Router/WiFi access point device comes with all the default settings locked down. Customers are not able to access the administration pages of the modem by default. We are working on our cloud-connectivity, which will give you the customer control over making special settings or changes through the customer portal. This will be released later this year. Customers who wish to modify settings before we release this feature can do so with the assistance of our Technical Support and Remote Desktop Assistance. Customers who need full control, will need to purchase a business class modem and static IP service and then connect their own router. If you have questions, contact sales at 256-400-0011 or by opening a ticket online.

IP Address, Port Forwarding and NAT Information:

By default, customers are given a dynamic IP address that is subject to change at any time. We can not control what geographic location our dynamic ip addresses show (it could be Alabama, it could be Texas). This means that services that rely on geolocation, like some live TV streaming services may not show the correct regional programming. You have two options to resolve this, if it is an issue.

Use a streaming media device that has built in GPS with a service that supports to use of this GPS location. (Example, Direct TV NOW and Apple TV device when used together).
Purchase our Static IP service.

By default, we have a strict NAT and port forwarding is not accessible. If you need an open NAT for gaming, please ensure you have selected our NATBlaster service. If you need to open custom ports, please ensure you have ordered Static IP service.

Customer Support Information

Customer support is available 24/7 through the customer portal and ticket system. All requests must be made in writing via the customer portal. Emergency outage reports may be made by phone. Tickets / Support requests are answered in the order of severity and / or / the order they were received.

Our staff strives to provide the best customer experience we can, however please understand that we reserve the right to refuse service to anyone who is rude or abusive to our staff. We will not tolerate bad behavior, and we can not be held accountable for any failures on your part, including but not limited to failure to read this agreement.