Outage Policy, Internet

If you experience an internet service outage, you may be eligible for a credit based on the duration of the outage. To request a credit, you must contact Altima Telecom customer support within 15 days of the outage. A Altima Telecom representative will verify your account and service details and apply any eligible credit.

Credits are limited to a maximum equal to the internet service fee for the affected service during the outage. Altima Telecom will not be liable for any other damages, losses or expenses arising from a service interruption.

Outage credits are provided at Altima Telecom’ sole discretion, and Altima Telecom’ determination of credit eligibility and amount is final. No outage credit will be provided if the outage is caused by, or related to, any of the following non-exhaustive list of circumstances, without limitation:

• Customer actions or customer premises issues, including the use of non-Altima Telecom equipment, improper configuration, or failure to acquire or maintain the necessary equipment or services;
• Account suspension, restriction or disconnection due to non-payment, insufficient funds, or for services not used;
• Circumstances outside of Altima Telecom’ control, including acts of nature, power outages, third-party network failures, motor vehicle accidents, and damage or vandalism to network facilities; and
• Planned or emergency maintenance required to maintain the security or integrity of the Altima Telecom network.