In response to limited information about the services and operations of Legend, we have established this customer advisory as a single place where our customers can access and review key information about our terms of service and operations. This document is not exhaustive and will continue to be updated in response to our rapidly changing environment.
1
Installation of the Legend Service may take a longer period of time than advertised or indicated due to reasons beyond the control of the company.
Legend Fiber is a cable service, unlike mobile or wireless internet services. It is a physical cable run into individual customers homes, which makes for a more delicate system. It requires physical construction from the distribution point or node into the customer's house. This cable infrastructure installation requires right-of-way permission from the state, local authorities, and, in some cases, neighbours. Sometimes this may be delayed or denied, which affects the time of delivery.
To this extent, Legend's ability to complete the installation of the service expediently will depend on the customer's availability and ability to provide access to the Service Location for our employees and agents. Legend shall not be responsible or liable for any loss or damage occasioned by such a delay.
2
Depending on the nature of the fault, infrastructure damage to the cable can take a long time to fix.
Fiber optic cable cores are thin, light strands of glass and can be easily cut or damaged by accident during building renovations or rewiring. We ask that you be more conscious of our cable infrastructure serving your area and ask questions whenever you see people carrying out work in your environment, as they could damage the infrastructure if not cautioned or guided.
3
The Legend service is a best-effort delivery, not an SLA (based) service.
It provides unlimited data with a zero-fair usage policy, meaning there are no hidden terms to slow down or throttle the bandwidth, and is similar to your regular mobile broadband service. Based on the nature of the cable technology and the operating environment, it is susceptible to damage to the infrastructure, leading to prolonged downtime. For this, the company will: a) pause the billing of the customer if he has a valid subscription; and b) fix the damage at no cost to the customer. Should any measuring tool show anything contrary, the compensation will be made in full once the customer is resolved.
4
Refunds only apply to the cost of installation and the subscription fee, unless otherwise agreed.
The Legend Service has a non-recurring charge (NRC), which consists of the cost of installation (N15,000), the Customer Premises Equipment -CPE cost at N69,875 and a monthly subscription fee the cost of which depends on the customers bundle plan. The CPE received upon purchase belongs to the customer. The installation cost, however, is a cost to Legend. On rare occasions where the company is unable to complete installations within the stipulated time due to operational issues, the customer is at liberty to request a full refund for the installation and subscription costs. The CPE, which belongs to the customer, is nonrefundable unless an agreement is reached between the customer and company to buy back the devices from the customer.
4
Legend installers are independent businesses under the Legend ecosystem used to connect customers to the Legend services. The model is designed to grow small businesses and sustain the rapid growth of FTTH demand in Nigeria.
The Legend Service has a non-recurring charge (NRC), which consists of the cost of installation (N15,000), the Customer Premises Equipment -CPE cost at N69,875 and a monthly subscription fee the cost of which depends on the customers bundle plan. The CPE received upon purchase belongs to the customer. The installation cost, however, is a cost to Legend. On rare occasions where the company is unable to complete installations within the stipulated time due to operational issues, the customer is at liberty to request a full refund for the installation and subscription costs. The CPE, which belongs to the customer, is nonrefundable unless an agreement is reached between the customer and company to buy back the devices from the customer.
Call Us
Call us anytime on 0700-MY-LEGEND (0700-69-534363)
This service is available 24 hours, Monday to Sunday.
Email Us
Email us at experience@legend.ng
We aim to get back to you within 24 hours.
Chat to Us
Send us a message via our Live Chat channel on our website www.legend.ng for 24hr support and troubleshooting.
Visit Us
Visit us at 15 Bangui Street, Wuse 2, Abuja, FCT
Monday-Saturday: 9:00 to 5:00pm.
