Why does Fiber take longer to install?

We have been deploying Fiber optic cable throughout our service areas and are continuing to expand its reach daily.  In many places, we need to build our infrastructure to your home or business.  This requires a variety of steps to be accomplished.

Most of the time we begin by building mainline fiber cable from one of our wire centers to act as the backbone for the network.  Next, we deploy networking equipment and start piecing that backbone together.  This takes time, paperwork and intense labor just to get the main line run.  Once this phase is completed, we start building feeders off the backbone to your neighborhood followed by the drop to your premises.

What about the fiber that runs through my yard or fiber on a pole right by my house?

This is more than likely a primary cable that was deployed to connect our network facilities. In some cases, we may need to install equipment or different cable to provide internet service to you.

What happens between my inquiry for service and installation?

First:

We will confirm if fiber internet is available to you or that you are in an area we are currently expanding fiber. Once you sign up, we will get our outside installation team the plans and contact Miss Utility (811) to locate and identify public utilities like gas and water lines. This identification process involves painting marks that will go away with time. Miss Utility will not know the fiber cable route that we have designed for your property or surrounding area.

Please note:

Private Utilities like well lines, septic pipe, propane lines, electricity for exterior lighting, invisible pet fencing, sprinkler systems etc. will not be marked by 811. If you have any of these, please schedule to meet with our installation crew or mark them for us.

Next:

Our installation crew will arrive to install your fiber line from the splice/tap point to your home or business.  They will take care to avoid the marked utilities and any private lines you make them aware of.  They will leave a coil of cable on the side of your house and any disruption to your lawn will be minimal and addressed after the installation.  If we can use an overhead route, we may use that instead.

Please note:

• The installation crews are busy and may not get to your location immediately. 

• You do not need to be home for this portion of the installation process. 

• Please ensure any pets are inside if you don’t plan to be there. 

• Fiber installation work is weather dependent.

• The installation crew will contact you with any questions or concerns about this part of the installation. 

• Please call about any long-lasting disruption to your lawn on your property. 

• Once the cable is installed it may be billable to relocate it.

Then:

Our fiber splicers will be out to put “light” on the fiber and install a box on the side of your home.  This box is our outside access to the cable and may house an ONT.  The splicer will remove excess slack and dress the cable in such a way that it will not be damaged.

Please note:

• This will happen sometime after the cable is installed and before the active service installation.  The splicer is specially trained to piece together the ultra-thin fiber lines in such a way that our installers can complete the service activation.

• Just because there is fiber cable up to your home or business does not mean it is ready for active service.  The splicer puts light on the cable and prepares it for the next stage of installation.

Finally:

Our office will be in contact with you to schedule your final installation and service activation.  This needs to be scheduled in a 4 hour window to account for drive times and any complications they may run into with cabling.  At this time, one of our installers will arrive to install the electronics and cabling needed to get your internet service functioning.  They will install a managed Wi-Fi capable router and check your home for Wi-Fi signal issues.  Any TV or Fiber Phone (VoIP) services will be installed at this time as well.

Please note:

• If you are porting your number from a different provider, that will take up to 2 weeks after the initial installation to complete.  Please do not cancel your phone service while you wait. 

• You will need someone 18 or older at your home who is an authorized on the account on the day of installation. 

• You will need a power outlet near the router location.  We require our equipment to be installed on a surge protector.  If you do not have one, our installer will be able to offer you one.