Router and equipment policy
Who owns the router supplied with an Internet Express connection, what happens if it fails, replacement charges and what is returned on disconnection.
What is supplied
The plans listed include a dual-band router supporting 2.4GHz and 5GHz, plus the optical network terminal and the cabling installed at your premises. The exact make and model supplied can change; ask support what is current.
Ownership
The router and the terminal remain the property of Internet Express. They are provided for use with your connection and are not sold to you. That is why maintenance and failure replacement are included.
Failure in normal use
Replaced at no charge. Report it and the engineer brings a replacement.
Damage or loss
Physical damage, liquid damage, damage from a power surge where no protection was in use, or loss of the unit is chargeable at the prevailing replacement cost of that model, quoted to you in writing before any replacement is issued or any deduction is made.
Using your own router
You may connect your own router behind ours. We support the connection up to our equipment; the configuration and performance of your own hardware is yours to manage.
On disconnection
The router, the optical network terminal (ONT) and the fibre patch cord and adapters are collected by our engineer, or returned by you at any of our offices, on or before the effective cancellation date. Equipment must be complete, undamaged and in its original condition; you receive a return reference when it is handed over.
Any refund due is processed within 45 working days of the day all equipment is returned undamaged and in its original condition. Equipment that is not returned, or is returned damaged or incomplete, is charged at the prevailing replacement cost of that model, quoted to you in writing before it is deducted. See the refund and cancellation policy.
Moving house
Moving your connection to another address we can reach takes the same equipment with it. Do not uninstall the terminal yourself; the engineer handles it as part of the shift.
Version and review
Version 1.1, effective 26 September 2026, next review 13 March 2027.
Questions about this policy
Email sales@internetexpress.co.in, call 9527573939 for an existing connection or 9960068002 for a new one.