Jack and Wire Maintenance Policy

Jack installation and repair and connection of wires between your premises and our network connection point are the responsibility of you or the owner of your premises. Stickdog’s telephone service charges cover our delivery of the service up to the point of the “Network Interface Device” (NID), a block where the wires from Verizon’s network are connected to the wires running through your building to your jacks. The wires on your side of the NID are considered “inside wire”. In most cases, you can test using a regular analog telephone at a jack installed at your NID in order to determine whether a problem is on your side of the NID or out in the public telephone network. If you find no dial tone or poor call connection at your NID, contact us to open a trouble ticket so we can promptly get it repaired. If you have good dial tone at the NID, you’ll have to consider your options for repairing your inside wire or jacks.

If you need a new jack installed, your existing jack requires repair, or your inside wire is not connected to the proper location at the NID, you can attempt to perform this work yourself, you may hire an outside contractor, or you may request assistance from Stickdog

We offer a wire maintenance plan under which you pay a small fee per month for each line in order to obtain free or reduced rate service on covered lines and jacks. Jack/cable services and wire maintenance plans are available only in areas where Stickdog has available technicians to perform work, and is only available for eligible existing cable and jacks. If your existing jacks are not working, or if your cable is in poor condition, we will not be able to offer the wire maintenance plan unless you first have the existing jacks and wire repaired. The plan is only available if all phone lines in the premise are included. To start the plan, you need to let us know which lines are connected to which jacks and confirm that they are working. The plan covers repairs that become necessary thirty days after the start of the plan. We cannot repair pre-existing problems without charging the non-plan rate for such repairs. However, we do offer a reduced rate initial diagnostic visit for new service connections if such visit is required to correct the cross-connection at the NID. Our jack and cable work is covered by a thirty-day guarantee.

If your premise is in an office or apartment building, you will need to find out the policy of the building management regarding wire maintenance. Some building managers prefer to perform inside wire work themselves. You also need to confirm that we will have access to the phone room in your building and/or provide us a telephone number where we can contact the building management. You will be responsible for a trip charge if our technician is unable to gain access to either your premises or the phone room at a time confirmed by you to be acceptable.