Optico Fiber Subscriber Agreement
This Subscriber Agreement (the “Agreement”) applies to all subscribers of Optico Fiber Services.
Critical Hub‘s Optico Fiber service works differently than other broadband services. Below, we discuss your options in detail. Capitalized terms used in the Agreement will have the same meaning as in our Terms of Service.
| Service | Monthly Cost (not including taxes and fees) |
Details |
|---|---|---|
| Basic Plus | $15.00 / month | Includes Internet access with speeds up to 10 Megabits per second download & 2 Megabits per second upload. |
| 30 Megabits with Phone | $34.99 / month | Includes Internet access with speeds up to 30 Megabits per second download & 4 Megabits per second upload. Includes one phone line with unlimited PR and USA calling. NOTE: Legacy Service is not available for new subscribers or for plan changes. |
| 300 Megabits with Phone | $68.99 / month | Includes Internet access with speeds up to 300 Megabits per second download & 300 Megabit per second upload. Includes one phone line with unlimited PR and USA calling. NOTE: Legacy Service is not available for new subscribers or for plan changes. |
| 100 Megabits | $30.00 / month | Includes Internet access with speeds up to 100 Megabits per second download & 10 Megabits per second upload. |
| Gigabit | $70.00 / month | Includes Internet access with speeds up to 1 Gigabit per second download & upload. |
| Gigabit + Phone | $90.00 / month | Gigabit, as detailed above PLUS one telephone line with unlimited calls to Puerto Rico and USA. |
| 2.5 Gigabit XGS | $110.00 / month | Includes Internet access with speeds up to 2.5 Gigabits per second download & upload. |
| 4.0 Gigabit XGS | $140.00 / month | Includes Internet access with speeds up to 4 Gigabits per second download & upload. |
| Gigabit Duo | $100.00 / month | Includes internet access with up to 2,000 Megabits per second download and 1,000 Megabits per second upload. Max download & upload per gigabit Ethernet port in the Network Box: 1,000 Mbps NOTE: Legacy Service not available for new subscribers or for plan changes. |
| Lifeline*** | $20.75 / month ($30.00 / month minus monthly Lifeline discount of $9.25 for customers) | Includes Internet access with speeds up to 100 Megabit per second download & 20 Megabit per second upload. |
| Premium WiFi 6 AP | $10.00 / month | Dual Band 802.11ax Carrier Grade WiFi 6 Interface with 3 Multi-Rate 10/100/1000Mbps Ethernet Ports. |
| Additional Phone Line | $20.00 / month | All Optico Fiber subscribers can add up to two telephone lines. Each phone line includes unlimited calls to Puerto Rico and the United States. It also includes international calls at competitive costs. Only applicable to plans below 100 Megabits |
| Additional Phone Line | $5.00 / month | All Optico Fiber subscribers can add up to two telephone lines. Each phone line includes unlimited calls to Puerto Rico and the United States. It also includes international calls at competitive costs. Only applicable to plans below 100 Megabits |
| Static IP /32 | $25.00 / month | Provides 1 IP address for the gateway, DHCP and NAT stays enabled. |
| Service | Activation Fee (not including taxes and fees) |
Details |
|---|---|---|
| Gigabit, subGigabit & GigabitDuo: BasicPlus, 30 Megabit with Phone, 300 Megabit with Phone, Gigabit, Gigabit Duo | $300.00, waived as long as a paid service is kept for 24 months |
If Customer moves between products within this category there is no Penalty cost, only a change of service fee. If the change requires a visit to the customer’s home, there will be a $45 service charge. If the customer cancels the service within the first 12 month of service a penalty fee of $300.00 will be charged. If Customer cancels the service after the 12th month and before the end of the 24th month a penalty fee of $199.00 will be charged.. |
| MultiGigabit (XGS): 2.5 Gigabit XGS, 4.0 Gigabit XGS | $300.00, waived as long as a paid service is kept for 24 months | If Customer moves between products within this category (MultiGigabit XGS) there is no Penalty cost, only a change of service fee. Upon any change of product within this category, a new 2-year service term will commence. If the change requires a visit to the customer’s home, there will be a $45 service charge. If the customer cancels the service within the first 12 month of service a penalty fee of $300.00 will be charged. If Customer cancels the service after the 12th month and before the end of the 24th month a penalty fee of $199.00 will be charged. |
| Legacy: 30 Megabit with Phone, 300 Megabit with Phone, Gigabit Duo | $300.00, waived as long as a paid service is kept for 24 months | If the customer cancels the service within the first 12 months of service a penalty fee of $300.00 will be charged. If the Customer cancels the service after the 12th month and before the end of the 24th month a penalty fee of $199.00 will be charged. This is a Legacy service not available for new signups or plan changes. If a Customer moves from a Legacy service to a service in another category, they may not return to a Legacy service. There may be a $45 fee associated with changing to a non-Legacy service if the change requires a visit to the customer's home. |
| Service Promos**** | Monthy Cost Promos (not including taxes and fees) |
Details |
|---|---|---|
| 300M/300M PROMO |
$35/ first 12 months After 12 months $45 |
Includes Internet access with speeds up to 300 Megabits download & upload. For the first 12 months of service, you pay $35, then after the first 12 months are completed, the price goes to $45. If the customer cancels the service within the first 12 months of service a penalty fee of $69 will be charged. |
| 500M/500M PROMO |
$45/ first 12 months After 12 months $55 |
Includes Internet access with speeds up to 500 Megabits download & upload. For the first 12 months of service, you pay $45, then after the first 12 months are completed, the price goes to $55. If the customer cancels the service within the first 12 months of service a penalty fee of $69 will be charged. |
| 2.5G/1G XGS PROMO |
$75/ first 12 months After 12 months $79 |
Includes Internet access with speeds up to 2.5 Gigabits per second download & 1 Gigabit per second upload. For the first 12 months of service, you pay $75, then after the first 12 months are completed, the price goes to $79. If the customer cancels the service within the first 12 months of service a penalty fee of $69 will be charged. |
| 2.5G/2.5G XGS PROMO |
$95/ first 12 months After 12 months $110 |
Includes Internet access with speeds up to 2.5 Gigabits per second download & upload. For the first 12 months of service, you pay $95, then after the first 12 months are completed, the price goes to $110. If the customer cancels the service within the first 12 months of service a penalty fee of $69 will be charged. |
| 4G/1G XGS PROMO |
$120/ first 12 months After 12 months $130 |
Includes Internet access with speeds up to 4 Gigabits per second download & 1 Gigabit per second upload. For the first 12 months of service, you pay $120, then after the first 12 months are completed, the price goes to $130. If the customer cancels the service within the first 12 months of service a penalty fee of $69 will be charged. |
| 4G/4G XGS PROMO |
$130/ first 12 months After 12 months $140 |
Includes Internet access with speeds up to 4 Gigabits download & upload. For the first 12 months of service, you pay $120, then after the first 12 months are completed, the price goes to $130. If the customer cancels the service within the first 12 months of service a penalty fee of $69 will be charged. |
| 8G/1G XGS PROMO |
$150/ first 12 months After 12 months $200 |
Includes Internet access with speeds up to 8 Gigabits per second download & 1 Gigabit per second upload. For the first 12 months of service, you pay $150, then after the first 12 months are completed, the price goes to $200. If the customer cancels the service within the first 12 months of service a, penalty fee of $69 will be charged. |
| 8G/8G XGS PROMO |
$190/ first 12 months After 12 months $250 |
Includes Internet access with speeds up to 8 Gigabits download & upload. For the first 12 months of service, you pay $190, then after the first 12 months are completed, the price goes to $250. If the customer cancels the service within the first 12 months of service a, penalty fee of $69 will be charged. |
The Penalty Fee is non-refundable and any outstanding balance is due in full if (i) a user cancels Optico Fiber service once construction starts in their Fiberhood, (ii) a subscriber schedules installation more than 40 days after being informed their home is ready for installation, (iii) or does not accept installation.
These includes costs for delivering services to your home via an aerial connection - that is, from a utility pole to your home. If your home requires connectivity through a non-aerial path (i.e. via an existing underground conduit), or if there are additional requirements in your community or urbanization, or if the deployment costs exceed the basic Installation Fee cost there may be additional costs associated with your installation. Please notify Optico Fiber of any of these conditions prior to our visit to your home.
The Basic Installation Fee assumes a standard installation, which includes:
- 150ft of exterior fiberoptic cable from Optico Fiber’s closest FTTH terminal to the customer TAP – which is a box that Optico Fiber will mount on the exterior of your home.
- Up to 10 feet of pre-terminated interior fiber to connect the customer’s TAP to the interior Network Box.
If your home requires additional exterior or interior fiber optic cable, there may be additional costs associated with your installation. The Network Box will be mounted on a wall in your home and cannot be moved. If you attempt to move the Network Box, you may break the fiber and your service will be interrupted, there will be no service interruption credit and there will be an additional fee for the repair of your service. PLEASE DO NOT MOVE THE NETWORK BOX!
DEVICES TO BE INSTALLED
All Optico Fiber Subscribers will receive equipment for their use, which may include Fiber Patches, Fiber Jack, Network Box or a combination thereof. However, these devices are owned by Critical Hub. If any equipment is lost or damaged by a Subscriber or a third party, Critical Hub may charge the Subscriber the replacement price below for a new device.
| Devices | Replacement Prices (without taxes) |
|---|---|
| Fiber Jack | $55.00/ea |
| Fiber Cable | $1.50/ft |
| Network Box | $100.00/ea |
| Wifi Access Point | $100.00/ea |
| Battery Back Up 8 hours** | $195.00/ea |
| Battery Back Up 24 Hours** | $295/ea |
| Interior Ethernet Cable | .75¢/ft |
| Exterior Ethernet Cable | $1.00/ft |
| Fiber Patch Cord | $45.00/ea |
| * Devices, parts and their corresponding replacement pricing are subject to change. | |
** This is a one-time, non-refundable fee that will be processed the day of being installed. All batteries have a 30-day warranty with Critical Hub, after which, any warranty claims should go directly through the manufacturer (Precision Power). The battery will be property of the client at the moment of purchase.
Service/Plan Changes
Subscribers may change their plans. If you choose to upgrade your plan service, it will be processed the next available business work day and your past service will be prorated based upon the activation date. If you choose to downgrade your service, it will be processed and activated on the first business work day of the following month of the request.
Some service changes may require a change of your network box and a visit to your home.
- If you are upgrading from a Gigabit or SubGigabit service to a MultiGigabit service (XGS), we will need to visit your home to change your network box to an XGS network box. We will not charge you a change fee or a service visit fee. You will start a new 2-year service term, effective the first date of your XGS service activation.
- If you are changing from a Gigabit or SubGigabit service to another Gigabit or SubGigabit service, we will not need to visit your home to change your network box. We will not charge you a change fee. Your service term will not change.
- If you are changing from a MultiGigabit service (XGS) to another MultiGigabit service (XGS), we may need to visit your home to change the type of XGS network box you are using. We will not charge you a change fee. But, if we need to visit your home, there will be a $45 service visit fee. You will start a new 2-year service term, effective the first date of your new XGS service activation.
- If you are downgrading from a MultiGigabit service (XGS) to a Gigabit or SubGigabit service, there is a $100 downgrade fee. We may need to visit your home to change your network box. If we need to visit your home, there will be a $45 service visit fee. You will start a new 2-year service term, effective the first date of your new service activation.
Terminating MultiGigabit (XGS), Gigabit, SubGigabit or Broadband service; Fees
If you choose to terminate your Optico Fiber Service, you must send an email with the email registered in the account, notifying the cancellation of the services. All cancellations will be processed on the last day of the month. Please leave the equipment in the property. Network Boxes will only be removed from the residence if the subscriber requests them.
If you request a cancellation of the service within the first 12 months of the service, the penalty fee will be $300.00. If the service is cancelled after the 12 months of the service, but before the 25th month, the penalty fee is $199.00.
If you have a promotional plan and request cancellation within the first 12 months of your contract, the penalty fee will be $69.
No pro-rated refunds are available for Service cancelled during a month.