We want our customers to be thrilled with the service they receive! We don't oversaturate our towers and we don't promote “up-to” speeds. We only advertise honest, reliable speeds that customers can count on. We strive every day to provide every customer with the service they pay for and if we can't do that, we are prepared to let you out of your agreement.
If a customer is experiencing an issue, they may cancel their service at any time, if it is determined that Anthem Broadband has failed to provide the speeds that were agreed upon and was unable to provide a satisfactory solution within two business days of being made aware of the issue and creating a trouble ticket. To be eligible, the customer must notify Anthem Broadband of the connectivity issue and provide Safelink Service Personnel access to the hardware or premises to troubleshoot the connection issue and provide a reasonable resolution. If a resolution is not made that can adequately restore the necessary speeds, we will gladly let any customer out of their agreement to find another internet solution.
Note that accurate speeds are based on the speeds being delivered to the house at the point of the router. “A speed test is not your connection speed. Sometimes the speed is affected by distance limits, and sometimes it’s physics.”-Andrew Ferguson, editor of Think Broadband. What Anthem Broadband can guarantee is that the customer will consistently receive the speeds agreed upon up to the router in the home. From there, speeds received at a given device cannot be guaranteed but we will gladly help to try and maximize that connection for anyone that requests assistance.
A service outage does not include an outage that occurs during scheduled periods of maintenance or upgrades.