Customer Support

Migration Support Center: What to Expect

1. You will be notified via e-mail of the date that you can expect the local telephone company to install the new line. You must be able to provide access to the DMARC for your location. Please make every effort to have access on that day to avoid delays and charges associated with missed appointments.

2. You will be notified via e-mail of the date that you can expect the technician to complete the installation and install your new router. You must be able to provide access to the area where the equipment is to be installed. Please make every effort to have access on that day to avoid delays and charges due to missed appointments.

3. When the technician is onsite installing the new equipment, we urge you to be prepared to make the LAN cabling change at that time. The few minutes of down time you experience will be far less than attempting to make this change after the technician has left the building. DSL.net will be on the phone and available to assist while our technician is onsite. Please take advantage of that opportunity!

4. There is NO CHARGE for this network transition, however, there ARE fees associated with missed appointments or order cancellations after certain timeframes. Please read below for more details.

   A. If you cancelled your service more than 5 days following your receipt of the e-mail informing you that your order has been placed, you will be billed $49.

   B. If you cancel the installation later than 1 business day prior to the completion of the installation, you will be billed $199.

   C. If you cancel your service after the installation is completed, you will be billed $250. You will also be required to return the new equipment that was installed as part of this migration at your own cost.