Overview
Tech Assure is a monthly fee included with Race Broadband Services. The fee covers service calls and repairs when the issue is caused by Race-owned Equipment or Race-owned wiring at your service address (“Premises”).
For what is covered and not covered, please refer to your Subscriber Agreement. This article is provided for convenience and general guidance.
What Tech Assure includes
Tech Assure includes:
Service calls to diagnose problems with your Race Broadband Services.
Repair or replacement of Race-owned Equipment when the service issue is caused by that Equipment.
Repair or replacement of Race-owned wiring when the service issue is caused by Race-owned wiring (inside or outside your home, as applicable).
Common covered examples
Your Race-provided modem/ONT fails under normal use and is causing the outage.
A Race-owned line or connection is defective and is causing service instability.
What Tech Assure does NOT include
Tech Assure does not cover:
Installation and/or reactivation charges.
Customer-owned equipment, including routers, computers, TVs, smart devices, etc.
Wiring not owned by Race, including wiring installed by you or by any third party (electrician, contractor, landlord, etc.).
Wires or jacks that we cannot reasonably access (for example, behind permanent structures or in restricted/locked areas we cannot access with permission).
Pre-existing wiring issues that existed before Race installed service at your Premises.
Issues in building risers (horizontal or vertical) owned by another party (e.g., landlord, HOA, building owner).
Force majeure events, meaning unforeseen, uncontrollable, extraordinary events such as earthquakes, floods, fires, lightning, riots, strikes, or acts of war.
When you may be charged (even if you have Tech Assure)
You may be responsible for charges in these situations:
The issue is not caused by Race-owned Equipment or Race-owned wiring
If testing shows the issue originates from:
your device(s),
your router or internal network setup,
your in-home wiring that Race does not own, or
wiring installed by you or a third party,
then Tech Assure does not cover the repair, and we may charge for work performed to resolve the issue.
Race-owned Equipment is damaged or missing while in your possession
You are responsible for the reasonable cost to repair or replace Race-owned Equipment that is:
lost or stolen,
tampered with,
modified,
destroyed, or
damaged (whether accidental or willful) while in your possession.
Common billable examples
Equipment is physically damaged (drops, spills, impact).
Equipment is missing after a move-out or remodel.
A third-party contractor cuts or alters non–Race-owned wiring and requests repair.
How we determine the source of the problem
When you report an issue, Race may:
Run tests to identify where the service problem is originating (network, Race equipment, wiring, or inside the Premises).
If the issue appears to be inside the Premises, we may ask questions or guide troubleshooting steps (power cycle, checking cable connections, confirming lights on equipment).
If we determine the issue is caused by a non-covered source, we may offer billable repair options.
Charges and billing
Repair/replacement charges billed under Tech Assure terms are one-time charges and not prorated.
The Tech Assure monthly fee is billed as part of your service plan (where applicable).
We will notify you of applicable charges before performing billable work.
Quick FAQ
Does Tech Assure cover my Wi-Fi router?
Only if it’s Race-owned Equipment provided by Race. Customer-owned routers are not covered.
Does Tech Assure cover wiring inside my home?
Only if it is Race-owned wiring. Wiring installed by you or a third party is not covered.
What about apartment buildings or condos?
Problems in risers owned by the building/HOA/landlord are not covered by Tech Assure.
What if a storm causes damage?
Damage caused by force majeure events is not covered.
Need help?
Contact Race Support to troubleshoot and schedule service.
Details are available at Subscriber Agreement | Race Help Center. (This article is for convenience only; Subscriber Agreement controls.)