The service terms. And the guarantee behind them.

ConnectNYC Subscriber Agreement.

Effective July 19, 2026

Service comes from Wave2Wave LLC d/b/a ConnectNYC, New York, NY. By ordering or using it, you accept this Agreement. Support is by email at support@connectnyc.com; the inbox is open 24/7 and replies are handled by people. 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 phone support. Any additional service levels or remedies must be stated in the written business order terms before service begins.

Our price promise

Once service begins, your recurring plan price does not increase while service remains active on that plan. The price shown is the price billed: we do not add fees, surcharges, or taxes on top of it, on internet or on home phone. 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 installation fee covers service equipment, activation, and setup: $150 for an apartment, $999 for a single-family home (dedicated rooftop run), and $749 for business service. Customers in larger apartment buildings typically self-install over existing building coax; smaller buildings and single-family homes receive professional installation via a dedicated rooftop run. We identify the method and applicable fee when confirming the building and, once you accept them, 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 inside your own unit (with roommate consent where applicable) and provide safe access to it. Building-level permissions — roof, risers, and common areas — are ours to obtain: ConnectNYC seeks that consent from the building’s owner or manager directly, and we do not use your name in that outreach unless you opt in.

Our service equipment on the building side — roof and riser — remains ours and stays installed; nothing needs to be returned on cancellation, and any router you bought is yours. Do not move, open, tamper with, or damage our equipment. 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. Business phone lines are covered separately below.

Business phone lines and 911

Business phone lines are $50/month for the first line and $30/month for each additional line. Each line uses the internet connection and power. During power or network outages, calls, including 911, may be unavailable. Each line is registered to the service address for 911 routing, so keep that address current with us and keep a mobile phone for emergencies. By ordering business phone lines, 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 to support@connectnyc.com — 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 service for 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 constitutes acceptance of 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.

Want to check your own line first? Run the speed test — wired if possible.

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 support by email at support@connectnyc.com. 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 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.

Accessibility.

We work toward WCAG 2.2 Level AA and provide a human route around any site barrier. The ConnectNYC support team is our designated accessibility contact, reachable by email at support@connectnyc.com.

Read the full accessibility statement

Referral Program Terms.

These terms govern the ConnectNYC referral program and the $89 credit it pays.

How it works

• A customer may share a referral code with a neighbor, who enters it with the building-check request. The code must be entered with that request; it cannot be added to an account later.
• The referred neighbor must be new to ConnectNYC — a household or business that does not already hold an active account. Neighbors in your own building are eligible. You cannot refer yourself, another account at your own address, or an account you already hold.
• 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.
• Both accounts must be active and current in their payments on the day we apply the credit. If the referred account cancels or is suspended or terminated before that first paid month is complete, no credit is earned.

The credit

The $89 is an account credit. It has no cash value; it cannot be transferred, exchanged, or refunded; and it is never paid out in cash or by check. We apply it to future bills or to any outstanding balance on the account. If the account closes, unused credit closes with it.

Changes to the program

We may change or end the referral program at any time. Any change takes effect going forward only: a credit already earned under these terms is still honored, and a code shared before a change is treated under the terms in effect when the referred neighbor sent the building-check request. We may decline or reverse a credit we reasonably determine was claimed through fraud, duplicate or fictitious accounts, or other misuse of the program.

Questions and attribution

For a referral-code, attribution, eligibility, or credit question, email support@connectnyc.com before the building-check request is sent. Email support is handled by people.

Questions and complaints.

For a service, billing, installation, speed-guarantee, referral, phone, or accessibility question or complaint, use email support at support@connectnyc.com. Residential support does not have a phone line; business accounts also receive phone support through the contact details provided with service. For website, privacy, or general company questions, email info@connectnyc.com.

Include the service address, the email on the account, and a short description of what happened. Do not send a password or full payment-card number by email.