Please report it at the first opportunity through WhatsApp at 876-373-7441, by calling our office at 1-876-672-7260, or through the customer portal. Early reporting helps us locate single-customer and area faults.
Availability and installation
Submitting an application does not guarantee service. We confirm coverage, property access, network capacity, installation requirements and identity information before activating an account. Installation dates may change for safety, weather, access or network reasons.
Planned and unplanned outages
Internet service can be interrupted by fiber damage, power loss, equipment failure, upstream provider incidents, weather, maintenance and events outside our reasonable control. We work to restore service promptly and provide updates where practical, but uninterrupted service is not guaranteed.
Billing and network status
- Monthly bills are due on the 20th unless the invoice states otherwise.
- If payment has not been received, internet speed may be reduced from the 21st as a reminder that the account is overdue.
- If the required payment is still outstanding, internet service may be disconnected from the 27th.
- Once a verified payment brings the account within the company's reconnection requirement, the customer's regular internet package can be restored. A disconnection requested by the customer or caused by a technical issue is handled separately.
- An administrator may approve one temporary three-day postponement. This does not remove the amount due.
Customer responsibilities
Customers must provide accurate contact and location information, protect account credentials, provide safe access for authorized technicians, use the service lawfully, and report faults promptly. Only authorized staff may alter Bessnet/Activ8 network equipment or fiber assignments.
Notices and changes
Invoices, receipts, service notices and policy updates may be sent by email, WhatsApp, the portal or another contact method on the account. We give advance notice of material planned changes where reasonably possible.
Questions and complaints
Start with our support channels so we can investigate and record the issue.