Is there a charge for service calls?

 Is there a charge for service calls with Airwire Broadband?

Airwire Broadband is committed to providing reliable service and responsive support. In most cases, service calls—especially those related to faults on our network—are provided free of charge. However, there are some situations where a service call may incur a fee. Here’s a detailed breakdown:

When Service Calls Are Free

We do not charge for service visits when the issue is:

  • A fault on our network or infrastructure (e.g., tower, lines, equipment we own).

  • Installation problems caused by a previous Airwire technician.

  • Service interruptions due to weather damage or equipment failure (covered under warranty).

  • Ongoing support for customers within their contract period, where the issue is service-related and not caused by external or user factors.

In short, if the problem is on our side or related to equipment we supplied and installed, we’ll cover it.

When Service Calls May Be Charged

A call-out fee may apply in situations such as:

  • No fault found: If a technician is dispatched and the issue is found to be unrelated to Airwire's service or equipment (e.g., user error, third-party router, or internal wiring).

  • Customer-caused damage: Physical damage to Airwire equipment due to accidental or intentional mishandling (e.g., tampering with outdoor antenna or cabling).

  • Non-standard requests: Relocation of equipment within the property, upgrading of internal wiring, or setting up third-party networking devices.

  • Out-of-warranty equipment replacement: If the warranty period has expired and the device requires replacement (e.g., older modems or routers).

We will always inform you in advance if there’s a possibility of a charge and confirm the cost before scheduling a service call.

Standard Service Call Fees

  • Diagnostic/Call-out Fee: Typically around €50 (subject to confirmation).

  • Additional work: If further repairs or upgrades are needed, we’ll provide a quote and seek your approval before proceeding.

Note: Prices may vary depending on the complexity of the issue or your location.

How to Avoid Charges

  • Perform basic troubleshooting before requesting a service call.

  • Contact support first: Many issues can be resolved remotely without the need for a visit.

  • Use only Airwire-approved equipment when possible.

  • Do not tamper with outdoor units, antenna alignments, or cabling.

Need to Book a Service Call?

To schedule a visit or find out whether your issue qualifies for a free service call:

Airwire Broadband – fair, transparent, and focused on your connection.
We’re here to support you, and we’ll always let you know upfront about any potential charges.

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