Freedom Home Internet Service Agreement

Updated as of April 23, 2024

This Service Agreement sets out specific terms and conditions applicable to Freedom’s Internet access service (“Freedom Home Internet”). This Service Agreement forms part of the Agreement between you and Freedom, which also includes the Service Terms being Part 2 of the Communications Service Agreement you have with Freedom.

Unless otherwise defined herein, all capitalized terms in this Service Agreement have the meaning assigned to those terms in the Service Terms.

1. How do I accept this Service Agreement?

You acknowledge that you have read, understood and agreed to this Service Agreement when you place an order for Freedom Home Internet by any means including online or over the phone.

If you do not agree to the Service Terms or this Service Agreement, or any other parts of the Agreement, you may not use Freedom Home Internet.

2. What is the Order Confirmation Email and how does it fit in to the Agreement?

When you place an order for Freedom Home Internet, Freedom will send you an email with information relating to those services and attaching your Agreement (“Order Confirmation Email”). The Order Confirmation Email provides a summary description of the services and service features that you have ordered and lists the applicable Fees.

Similarly, if you change your Freedom Home Internet subscription or add a service feature, we will send you an Order Confirmation Email confirming the change and changes to Fees going forward and updating your Agreement accordingly.

All Order Confirmation Emails for Freedom Home Internet that are in effect (i.e. not cancelled or superseded by a subsequent Order Confirmation Email) form part of your Agreement.

If you discover an error in the information contained in an Order Confirmation Email, please contact Freedom through the point(s) of contact set out in Section 44 of the Service Terms. Otherwise, if you do not agree with the information contained in an Order Confirmation Email, you may not use Freedom Home Internet.

3. What is Freedom Home Internet?

It is a wireline broadband service delivered over a coaxial cable network. Freedom Home Internet is comprised of Internet connectivity and Equipment.

4. Are there any eligibility requirements to receive Freedom Home Internet?

Yes. Eligibility for Freedom Home Internet depends on several factors. When you apply for Freedom Home Internet, Freedom will check the address of your premises for service availability.

5. Where can I find information and pricing for Freedom Home Internet?

The Website provides information and pricing for all Freedom Home Internet service packages and optional service features. The Website also describes the terms of any promotions that may apply to Freedom Home Internet.

6. What Equipment is required to use Freedom Home Internet?

Freedom Home Internet requires Equipment consisting of a modem, wi-fi router and related accessories.

7. Is Equipment rented?

Subject to availability, Equipment (modem and/or router) may be included in your package or available for rent at prices set out on the Website or, if not set out on the Website, at prices quoted by Freedom on request.

All Equipment installed or provided by Freedom and not purchased by you remains Freedom property at all times.

From time to time, software updates may be automatically downloaded to, and installed on, the Equipment. These software updates are necessary for the continued and reliable delivery of Freedom Home Internet service. By subscribing to Freedom Home Internet, you consent to the download and installation of such updates. If you do not agree to the downloading and installation of these software updates, your only remedy is to cancel Freedom Home Internet.

8. How do I return Equipment to Freedom if my Services are cancelled?

When your Services are cancelled, you must return to Freedom all Equipment that you do not own. Equipment must be returned in its original packaging, including all packaging and materials provided by the manufacturer and all accessories and ancillary equipment (e.g. power adapter, remote controls and wires), at your expense. You must use adequate protective packaging (e.g. bubble packaging) when shipping Equipment back to Freedom.

If Freedom does not receive your returned Equipment within thirty (30) days of the date of cancellation, you will be charged the undiscounted value of the Equipment.

9. Can Freedom make changes to Freedom Home Internet?

Yes. Any changes to Freedom Home Internet Services will be made in accordance with Section 5 of the Service Terms.

10. Can I change my Freedom Home Internet service package or service features?

Yes. You may change your Freedom Home Internet Service package and request to add, remove or change certain service features by contacting Freedom through the point(s) of contact set out in Section 44 of the Service Terms.

11. What are my responsibilities with respect to Freedom Home Internet?

In addition to any other responsibilities set out in this Agreement, you are responsible for supplying all wiring inside your premises and ensuring that this wiring is in good working condition.

12. Are there any charges for technical service calls relating to Freedom Home Internet?

If you are experiencing a service interruption that is attributable to Freedom’s network, defective Equipment or other circumstances that are out of your control, Freedom will not charge to send a technician to your premises.

If, at Freedom’s sole discretion, the cause of your service interruption is fully or partially attributable to:

  • your actions, including damaging or tampering with Equipment;

  • conduct that is contrary to your obligations under this Agreement; or

  • caused by the state of the wiring inside your premises;

then Freedom may charge a fee of eighty ($80) dollars for the deployment of a technician to your premises.