Service policies

In these policies, OTC means the one-time connection charge and MRC means the monthly recurring service charge.

• RCN will provide the service within 48–72 hours after the connection is confirmed and the OTC is paid. Customers will be notified in advance if an unexpected issue is likely to cause a delay.
• The OTC applies only to a new connection. Customers relocating within RCN’s coverage area without cancelling their connection do not need to pay the OTC again.
• The fibre used for the connection, and any ONU, MC, switch or other networking equipment supplied by RCN in applicable cases, remain RCN’s property. Intentional damage or loss caused by a customer may be subject to legal action.

A new home connection requires:

• Full name
• Address
• National ID, passport or driving licence
• Contact number
• Email address (optional)

A new corporate or enterprise connection requires:

• Company or organisation name
• Full name of the organisation’s authorised representative
• Trade licence
• Contact number
• Email address

• Customers who wish to discontinue a service must notify RCN before the current billing cycle ends.
• A connection that remains inactive for one month after the billing cycle ends will be treated as discontinued and will fall under the cancellation policy. Customers who need an extension for a special reason must inform RCN; an extension may be considered.
• After cancellation, the connection fibre and any applicable networking equipment supplied by RCN must be returned to RCN.

After RCN verifies the reason for a refund and considers the request, it will be processed within the next 10 working days. Refund requests are considered under the applicable conditions below.

An OTC refund may be requested only in the following cases:

• RCN fails to provide the service within the stated delivery period without notifying the customer in advance.
• The customer changes their decision before activating the service by completing the MRC payment. RCN must be notified in advance in this case.

An OTC refund requires the return of networking devices or equipment supplied by RCN. Intentional damage or loss caused by the customer will result in cancellation of the OTC refund request.

• MRC, or part of it, may be refundable under an applicable promotional offer or campaign.
• A customer who has paid multiple monthly charges in advance and wishes to discontinue the service may request a refund of the advance payments by notifying RCN before the current billing cycle ends. Only advance MRC payments may be refunded; the charge for the current billing cycle is excluded.
• An MRC refund requires the return of networking devices or equipment supplied by RCN. Intentional damage or loss caused by the customer will result in cancellation of the MRC refund request.

Article 25.4 of the BTRC guidelines for ISPs requires internet usage records to be retained for at least six months and made available with the user’s information when BTRC or a law enforcement agency (LEA) requests them for a legal purpose.

Under this guideline, RCN retains customers’ internet usage logs for at least six months. These logs include source IP or username, destination IP and ASN, MAC address, DNS records, sites and services used, and the date and time of use. Logging is automated; RCN does not monitor or track any customer’s usage or logs.

RCN keeps customer information and data confidential. It does not share or sell that information to other organisations or use it for its own purposes. However, under the BTRC guideline referred to above, RCN may be required to provide customer information and internet usage logs when requested by BTRC or a law enforcement agency.