Equipment Maintenance Plan (EMP) Guide
What the Equipment Maintenance Plan is, what it covers, and when service fees may apply.
What Is the Equipment Maintenance Plan?
The Equipment Maintenance Plan (EMP) is an optional monthly protection plan that helps cover repairs for eligible provider-supplied wiring and equipment inside your home.
EMP Monthly Cost
$2.00
EMP is designed to provide peace of mind by covering repairs caused by normal wear and tear.
Section 1
Covered Equipment and Wiring
EMP includes repair coverage for provider-owned equipment, such as:
- Inside wiring and jacks installed by GRTI
- Fiber wiring and connections maintained by GRTI
- Optical Network Terminal (ONT) connections
- Residential gateways (including GigaSpire and mesh units)
Coverage applies to normal wear and everyday use.
Section 2
Exclusions
EMP does not cover issues caused by:
- Customer-owned equipment (personal routers or modems)
- Third-party wiring or installations
- Physical damage or tampering
- Remodeling or construction impacts
Section 3
Non-Covered Devices
EMP only applies to provider-owned equipment. Issues involving personal devices or custom wiring may result in service charges.
Section 4
What Is a Trip Charge?
A Trip Charge is a service fee applied when a technician’s visit is not covered under EMP.
A Trip Charge may apply if:
- The issue is outside EMP coverage
- The issue involves customer-owned equipment
- No trouble is found on the network (No Trouble Found)
Standard Trip Charge: $45.00. If a later review shows the issue was provider-related, charges may be adjusted.
Section 5
Network-Initiated Visits
In some cases, GRTI may send a technician proactively due to network alerts.
- These visits are not subject to Trip Charges.
- Charges typically apply only to customer-requested visits outside coverage.
Section 6
Service Changes Not Covered
EMP does not cover:
- Weather, flooding, or fire damage
- Pet or rodent damage
In these cases, service fees may apply.
Section 7
Permanent Equipment Placement
Installed fiber equipment is considered permanent once placed. Future relocation requests may result in additional charges.
Section 8
Replacement Guidelines
Some equipment may be replaced once as a courtesy if failure is not customer-caused. Repeated replacements due to:
- Environmental damage
- Customer modifications
- Recurring issues
May result in additional charges.
Tips Before Scheduling Service
- Ask if your issue is covered under EMP.
- Let support know if you have personal equipment connected.
- Describe any recent changes (remodeling, storms, etc.).
- Ask about possible charges before scheduling.
Good to Know
- EMP is optional and billed monthly.
- Coverage applies to provider-owned equipment only.
- Trip Charges are explained before dispatching when possible.
- Documentation helps ensure fair billing and service transparency.
Need Help?
If you have questions about EMP coverage or service charges, our team is here to help.