Provider and service
Lucky Fiber LLC provides the plan identified in your accepted service confirmation, at the approved service address. Residential internet service is month to month, with unlimited data and no early termination fee.
Residential service is for a household. Working from home does not by itself require a Business account: remote work, a home lab, a VPN and self-hosted services are all ordinary residential use. An account in a company's name is a Business account, and Business terms apply to it.
Availability and installation
Service depends on our confirming that your exact address can be served at the tier you want. A request sent through this site does not start billing and does not book an installation.
Installation on 1 Gig and 10 Gig is included at eligible addresses at any drop length, with no distance cap, no surcharge and nothing reclaimed if you later cancel. Installation on 25 Gig and 100 Gig is charged once at the price shown for that tier, and is not refundable.
We install to an agreed demarcation point and test the connection before service starts. Work beyond that point, and any work requiring a landlord's or an association's permission, is agreed with you in advance.
Addressing and equipment
Every subscriber receives a stable IPv6 /48 through DHCPv6 prefix delegation. We do not use carrier-grade NAT, and we do not routinely block inbound or outbound ports. Your own router's firewall still decides what is reachable from outside.
A static public IPv4 address is not offered on 1 Gig. On 10 Gig it is available only as part of the router and static-IP package. It is included with the plan on 25 Gig and 100 Gig. There is no separate static-IP charge on any tier.
Routers offered on 25 Gig and 100 Gig are purchased, not leased. They are configured and tested before they ship and carry the manufacturer's warranty for that model; we supply those warranty terms for what you bought and help you with a claim. A router you buy is yours.
Provider-owned equipment — the gateway, the service optics we supplied and the power supply — comes back within 30 days after service ends. We send a prepaid label and packaging, and handing it to the carrier within those 30 days is what meets the deadline. Your equipment schedule identifies which items are provider-owned; cancelling does not turn provider-owned equipment into a purchase.
Billing, changes and cancellation
Service is billed in advance. Billing begins when installation and activation are complete, and your first partial billing period is prorated. Your invoice states the amount due and the date it is due.
Your service confirmation identifies the monthly price, the equipment you chose, any one-time charges and applicable taxes. Applicable taxes and regulatory fees are shown there; we do not add a general recovery charge of our own.
Service ends on the date you ask for. Unused days in the current prepaid period are not prorated or refunded for an ordinary customer-requested cancellation, except where the law requires it, and no service period after that date is charged. There is no early termination fee.
We give advance notice of a price change for your plan. Changing tier takes effect from the date we agree with you, and the new price applies from that date.
Support and interruptions
Support is answered 24 hours a day, 7 days a week, on 844.860.1234 and at noc@luckyfiber.com. That is when you can reach a person. It is not a repair time, an emergency service or an availability commitment — for an emergency, call 911.
Tell us as soon as you think service is interrupted, and we will investigate and work to restore it. We do not publish an uptime figure or a repair-time commitment for residential service, and this document does not create one.
Acceptable use
Use the service lawfully and do not use it to harm other people or other networks. Our acceptable use and network management policy sets out what that means in practice, and applies to residential service.
Where anything specific to your installation has been agreed — a particular equipment arrangement, access terms at a building — it is recorded in your accepted service confirmation and equipment schedule, and those documents control for that detail.