The service terms.

ConnectNYC Subscriber Agreement.

Effective July 18, 2026

Service comes from Wave2Wave LLC d/b/a ConnectNYC, New York, NY. By ordering or using it, you accept this Agreement. Support is 24/7 by email at support@connectnyc.com and by chat. Residential accounts have no phone support line; business plans include phone support (see Business service levels).

Plans and billing

• Residential Essential: $89/month; 150 Mbps down and 50 Mbps up.
• Residential Plus: $119/month; 300 Mbps down and 100 Mbps up.
• Residential Ultra: $149/month; 600 Mbps down and 200 Mbps up.
• Business Standard: $349/month; 100 Mbps down and 100 Mbps up.
• Business Pro: $549/month; 600 Mbps down and 200 Mbps up.

Plans are month to month: no fixed-term contract, data cap, or early-termination fee. Pay by the bill’s due date. After notice, we may suspend or terminate for nonpayment; amounts due remain payable.

Business service levels

Business plans include a written service-level commitment: 24/7 phone support for business accounts, and priority handling of business traffic on our network. Remedies follow the NYC Speed Guarantee’s credit framework.

Our price promise

Your recurring plan price at signup never increases while service remains active on that plan. Government-imposed taxes and fees are excluded. We state applicable government charges before your first bill; they may change or be added. Separately priced add-ons are excluded. If you change plans, the new plan’s then-current price applies and receives the same promise.

Installation, access, and equipment

The one-time $150 installation fee covers service equipment, activation, and setup. Larger buildings typically self-install over existing building coax; smaller ones typically receive professional installation via a dedicated rooftop run. We identify the method when confirming the building and, once accepted, send a scheduling link.

Service requires building feasibility and permissions. We may decline or cancel an order we cannot feasibly serve and refund any installation fee paid. You must have the right to permit work in your unit or obtain roommate or landlord consent, provide safe access, and coordinate with building management or the super as needed.

Our service equipment remains ours and stays installed; nothing is returned on cancellation. Do not move, open, tamper with, or damage it. The optional router costs $149 once and is yours. Your own router is welcome.

Home phone and 911

The home phone add-on is $50/month with all taxes and fees included. It uses the internet connection and power. During power or network outages, calls, including 911, may be unavailable. Keep a mobile phone for emergencies and your service address current for 911 routing. By ordering phone service, you acknowledge receiving and understanding this disclosure.

Moves and cancellation

Moves within our coverage area are free, with no second installation fee, subject to feasibility and permissions. If the new address is not covered, cancel without penalty.

Cancel anytime with one email or chat message to support—no retention process. Cancellation is effective at the current billing period’s end. We do not prorate or refund the current month.

Acceptable use

Use service lawfully. Do not resell or share it beyond the subscribed household, unit, or business premises; abuse or interfere with the network; or defeat security. You are responsible for permitted users. We may suspend or terminate violations, with notice when practical.

Service limits and liability

Except for the express NYC Speed Guarantee and nonwaivable rights, service is provided “as is” and “as available.” We do not promise uninterrupted or error-free service.

To the fullest extent allowed by law, our total liability is limited to amounts you paid under this Agreement in the three months before the event giving rise to the claim. We are not liable for indirect, incidental, special, or consequential damages. These limits do not apply where prohibited.

Updates and general terms

We may update these terms with 30 days’ notice by account email. Continued use after the effective date accepts the update; you may cancel first. We will not weaken the price promise for existing customers.

New York law governs. Disputes must be brought in state or federal courts in New York County, New York. If one provision is unenforceable, the rest remains effective. This Agreement, your order confirmation, the NYC Speed Guarantee, and incorporated terms are the entire service agreement and replace earlier promises.

The NYC Speed Guarantee.

ConnectNYC stands behind the download and upload speeds listed for your plan. If your connection consistently performs below an applicable plan speed for a reason within our network, and we cannot fix it under the process below, we will credit your account.

What counts

• Measure over a wired Ethernet connection to the router. Use a device, Ethernet adapter, cable, and router capable of your plan’s speed. Pause other traffic and follow our reasonable test instructions.
• “Consistently” means repeated qualifying results at different times, supported by our diagnostics. One slow test or a brief dip is not enough.
• Wi-Fi, device or router limits, in-home wiring or interference, local-network traffic, VPNs, and third-party sites, apps, networks, or services are excluded. So are causes outside our reasonable control.

How to make a claim

Report the issue to 24/7 support by email at support@connectnyc.com or by chat. Give us the test results and reasonable cooperation, including safe access and coordination with building management or the super if needed. Our 10-business-day investigation period starts when we have the information and access reasonably needed to troubleshoot. Time waiting for customer or building access does not count.

We may test at the network handoff and use our network records and diagnostics. The guarantee applies only when we confirm that persistent underperformance is caused within the ConnectNYC network and remains unresolved after those 10 business days.

The credit

If the issue qualifies, we credit one month’s recurring plan price. The credit excludes taxes, add-ons, installation, and router purchases; has no cash value; and cannot be transferred or refunded. It applies to future bills or any outstanding account balance. There is one credit per account per billing period, and no credit for time before you reported the issue.

If the confirmed issue continues, we add one more plan-price credit for each additional full monthly billing period it remains unresolved, provided the account stays active and you keep cooperating. Once fixed, a later issue requires a new report. You may cancel anytime without penalty.

Only remedy under this guarantee

These credits are the exclusive remedy for a failure covered by this Speed Guarantee, except for rights the law does not allow you to waive.

Referral Program Terms.

These terms apply to the ConnectNYC referral program. Joining the program means accepting them.

How it works

• A current customer may share a referral code with a friend. The friend must enter it during signup. A code cannot be added or changed later.
• The referred customer must be new to ConnectNYC. An existing customer cannot be referred.
• After the referred customer activates service and completes the first paid month, the referring customer and the referred customer each receive an $89 account credit.
• There is no cap on valid referrals. Each new account may use one referral code and generate one pair of credits.

Eligibility and credits

No self-referrals. You may not refer an account you own or control. Both accounts must be active and in good standing when the credits post, and the referred customer’s first payment must have cleared and not been refunded or charged back.

Credits apply only to future ConnectNYC bills. They have no cash value and are not refundable or transferable. An unused credit is forfeited if the account closes.

Fair play

We may delay, deny, or reverse credits for fraud, errors, or gaming, including false or duplicate accounts, self-referrals, payment reversals, or accounts created mainly to produce credits. We may request reasonable information to verify eligibility. Our account and payment records control, subject to correction of clear errors.

Program changes

We may modify or end the program prospectively. A change applies to referral signups made after its effective date. Credits already earned will be honored. The program is void where prohibited by law.