Optico Fiber Subscriber Agreement beginning on July 1, 2020


This Subscriber Agreement (the “Agreement”) applies to consumers who reside in the Municipalities of San Juan, Guaynabo, Bayamon & Carolina, Puerto Rico, and (a) subscribed on or after July 1, 2020 or (b) changed their service on or after July 1, 2020.

Critical Hub‘s Optico Fiber service works a bit differently than as does other broadband services. You have the ability to switch between Optico Fiber plans at any time. There could be costs associated with such switching or terminating. Below, we discuss your options in detail. Capitalized terms used in the Agreement will have the same meaning as they do in our Terms of Service.

Service Monthly Cost
(not including taxes and fees)
Details
Basic Limited Free for at least 4 years per address OpticoFiber Basic Limited Internet Service, Internet Service speed is 4Mb Download and 1Mb Upload. This product is only available for customer that have been a subscriber for 6 month or longer and have paid any penalties and fee, and would like to downgrade.
Basic Plus* $15.00 / month Includes Internet access with speed up to 10 Megabit per second download & 2 Megabit upload.
30 Megabit with Phone* $34.99 / month Includes Internet access with speed up to 30 Megabit per second download & 4 Megabit upload. Includes one phone line with unlimited PR and USA calling.
300 Megabit with Phone* $68.99 / month Includes Internet access with speed up to 300 Megabit per second download & 300 Megabit upload. Includes one phone line with unlimited PR and USA calling.
Gigabit* $70.00 / month Includes Internet access with speed 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.
Lifeline*** $40.25 / month ($50.00 / month minus monthly Lifeline discount of $9.25 for customers) Includes Internet access with speeds up to 50 Megabit per second download & upload.
Additional Phone Line $20.00 / month Todo cliente de servicio de Optico Fiber puede añadir hasta dos lineas telefónicas. Cada línea telefónica incluye llamadas ilimitadas a Puerto Rico y los Estados Unidos. Tambien incluye llamadas internacionales a costos competitivos.
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* Changing service may be subject to termination fees. See details below.

** If you live in a multi-dwelling unit, apartment building or condominium, check with your landlord or condominium board for the period Free Internet will be available for that address.

*** Only available for customers which qualify for Lifeline services (www.opticofiber.com/lifeline).



Service Monthly Cost
(not including taxes and fees)
Details
Gigabit & subGigabit: BasicPlus, 30 Megabit with Phone, 300 Megabit with Phone, Gigabit $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 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.

If Customer would like to move to the any MultiGigabit services before the end of the term, a fee of $85.00 will be charged and a new term would start under the MultiGigabit service.

Phone Line
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The Installation 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.

The Installation Fee 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 fiberoptic 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.



Dispositivos Precio de Reemplazo
(sin incluir impuestos)*
Fiber Jack $55.00/ea
Network Box w/ Phone $120.00/ea
Network Box w/ Wi-Fi & Phone $140.00/ea
NextGen Network Box & Phone $300.00/ea
Indoor Battery Backup $150.00/ea
Fiber Patch 6ft $30.00/ea
Fiber Cable $1.50/ft
*Devices & Parts and their corresponding replacement pricing are subject to change.

Service/Plan Changes

Subscribers may change their plans at any time. The costs of Service upgrade will be pro-rated based upon the activation date.

Terminating Gigabit or Broadband service; Fees

If you choose to terminate you Optico Fiber Service, you must return the Network Box and, if applicable, pay the Early Penalty Fee. If you rent your home, please check with your landlord about what to do with the Network Box; otherwise, Critical Hub will provide you with return instructions for these devices when you terminate. If you do not return the Network Box within fifteen (15) days of terminating your service, you will be required to pay the Replacement Price for the device listed above. Any Service that a Subscriber asks to stop receiving will be available until the end of the month in which the cancellation is requested; no pro-rated refunds are available for Service cancelled during a month.

Optico Fiber Subscriber Agreement before July 1, 2020


This Subscriber Agreement (the “Agreement”) applies to consumers who reside in the Municipalities of San Juan, Guaynabo, Bayamon & Carolina, Puerto Rico, and subscribed before July 1, 2020.

Critical Hub‘s Optico Fiber service works a bit differently than as does other broadband services. You have the ability to switch between Optico Fiber plans at any time. There could be costs associated with such switching or terminating. Below, we discuss your options in detail. Capitalized terms used in the Agreement will have the same meaning as they do in our Terms of Service.

Service Monthly Cost
(not including taxes and fees)
Details
Basic Internet Free for at least 4 years per address Each residential address in a Fiberhood is eligible to receive 4 years** of Optico Fiber Broadband Internet Service, starting from the date Fiber is installed at that address. Internet Service speed is 4Mb Download and 1Mb Upload
Basic Internet + Phone $20/month for the phone service Basic Internet, as detailed above, PLUS one telephone line with unlimited calls within Puerto Rico and USA.
Gigabit $70/ month Includes Internet access with speed up to 1 Gigabit per second download & upload.
Gigabit + Phone $90/month Gigabit, as detailed above PLUS one telephone line with unlimited calls to Puerto Rico and USA.
Lifeline*** $40.25/month ($50.00/month minus monthly discount of $9.25 for customers)
Includes Internet access with speeds up to 50 Megabit per second download & upload.
* Changing service may be subject to termination fees. See details below.

** If you live in a multi-dwelling unit, apartment building or condominium, check with your landlord or condominium board for the period Free Internet will be available for that address.

*** Only available for customers which qualify for Lifeline services (www.opticofiber.com/lifeline).


Construction Costs

Product Monthly Cost
(not including taxes and fees)
Details
Basic Internet $300 one time or $50 per month for 6 months Varies based on community infrastructure, urbanization or permitting requirements. Verify your Subscription Form prior to signup.
Basic Internet + Phone $300 one time or $50 per month for 6 months
Gigabit $300, waived as long as a paid service is kept for 24 months
Gigabit + Phone $300, waived as long as a paid service is kept for 24 months

The Construction 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, or (iii) a subscriber terminates their service within 6 months of installation (in which case the outstanding balance is pro-rated based upon the number of months the user was subscribed to Optico Fiber).

The Construction Fee 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), if there are additional requirements in your community or urbanization, or if the deployment costs exceed the basic Construction Fee cost there may be additional costs associated with your installation. Please notify Optico Fiber prior to our visit to your home.

The Basic Construction 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 fiberoptic 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!

If a Basic Internet Subscriber switches to either 1 Gigabit Internet or 1 Gigabit + Phone during the first 24-months of service and has an outstanding balance due on the Construction Fee, Optico Fiber will waive the balance of the Construction Fee for the remainder of the period, as long as the Subscriber continues to pay for the service. Conversely, if a Gigabit Internet or Gigabit + Phone Subscriber switches to Basic Internet service during the first 24 months, the Construction Fee will no longer be waived and the Subscriber will be required to pay a pro-rated amount of the Construction Fee, based on the number of months remaining in the term.

Below are some examples of how the Construction Fee would be calculated in the event of a Service change.

Example 1: A Subscriber terminates the Gigabit Service Plan after three months, and downgrades to Basic Internet. Original Construction Fee = $300.

Remaining Construction Fee = (24 months – 3 months) x $12.50 = $262.50

Example 2: A Subscriber terminates the Gigabit Service Plan after three months, and cancels all services. Original Construction Fee = $500.

Remaining Construction Fee = (24 months – 3 months) x $20.83 = $437.43

Example 3: A Subscriber wishes to upgrade from Basic Internet to the Gigabit Service Plan after four months. Construction Fee was $300. The Subscriber had been paying for the construction fee in $50 payments.

Remaining Remaining Construction Fee = $100, which is waived, subject to Subscriber remaining a Gigabit customer for the remaining 20 months.

Example 4: A Subscriber wishes to upgrade from Basic Internet to the Gigabit Service Plan after two months. The Subscriber had paid the full $300 Construction Fee prior to installation.

Remaining Construction Fee = $0. Subscriber may downgrade to Basic Internet at any time.

Example 5: A Subscriber terminates the Basic Internet Service Plan after seven months. The Subscriber had been paying a $300 construction fee in $50 payments.

Remaining Construction Fee = $0. Subscriber may reactive Basic Internet Service at any time.


Devices to be installed

All Optico Fiber Subscribers will receive equipment which may include Fiber Patches, Fiber Jack, Network Box or a combination thereof for their use; however, these devices are owned by Critical Hub. If any equipment is lost or damaged by a Subscriber or third party, Critical Hub may charge the Subscriber the replacement price below for a new device:


Device Replacement Price
(not including taxes)*
Fiber Jack $55.00/ea
Network Box (Standard) $100.00/ea
Network Box w/ Phone $120.00/ea
Network Box w/ Wi-Fi & Phone $140.00/ea
Fiber Patch 6ft $30.00/ea
Fiber Cable $1.50/ft
*Devices & Parts and there corresponding replacement pricing are subject to change.

Service/Plan Changes

Subscribers may change their plans at any time. The costs of Service upgrade will be pro-rated based upon the activation date.

Devices

Device Upgrades

Some Service Plan changes may require a Network Box change as well. Subscriber may upgrade anytime to a Network Box with Wi-Fi & Phone for a cost of $140, or upgrade to a Network Box with Phone for a cost of $120.00. A subscriber that returns a fully functional and reusable standard Network Box during an upgrade process will receive a credit toward their account of $100. Subscriber may be required to change to the Network Box w/ Phone if subscriber changes to a service plans that offers phone service.

Terminating Gigabit or Broadband service; Fees

If you choose to terminate you Optico Fiber Service, you must return the Network Box and, if applicable, pay the outstanding Construction Fee balance. If you rent your home, please check with your landlord about what to do with the Network Box; otherwise, Critical Hub will provide you with return instructions for these devices when you terminate. If you do not return the Network Box within fifteen (15) days of terminating your service, you will be required to pay the Replacement Price for the device listed above. Any Service that a Subscriber asks to stop receiving will be available until the end of the month in which the cancellation is requested; no pro-rated refunds are available for Service cancelled during a month.