Fiber FAQ
Why is fiber optic internet better than traditional copper phone lines and DSL?
Fiber internet is faster and more reliable than copper. Fiber allows for much greater bandwidth than copper due to the frequency range that is available through fiber. Fiber is also the standard when it comes to communications, as it is versatile, and unlike copper and fixed wireless distance and interference requirements, it is the most stable communication medium today, only being limited by the backend equipment giving connectivity though it.
Traditional copper lines are susceptible to weather elements and erosion, due to the wiring being made from copper. These lines require electricity originating from our Central Office locations to push dial tone through to your phone. The greater the distance, the weaker the electric signal on the line will be. If there is corrosion or weather elements affecting the line, the electric connection might not make it all the way to your house, which in turn causes a “no dial tone” issue.
Fiber optic lines are more resistant to weather elements and erosion because they use very small strands of glass, about 1/10th the size of a human hair. These glass strands transmit data using pulses of light instead of electricity to carry the signal. Because of this, fiber optics can traverse longer distances than traditional copper lines. Fiber services also are either on or off, there is not an in between like other communications mediums, such as Coaxial Cable, Fixed Wireless, LTE or 5G Cellular, and DSL.
Why does my connection keep dropping?
There are a few different variables that can cause issues with your internet connection. Please reference the following troubleshooting steps to attempt to resolve your issue:
Reboot your device trying to connect to the internet.
Ensure all cables are connected correctly and securely. If you are using Wi-Fi, please ensure the router is clear of blockages
If you are using a router: unplug the power cord from the back of the router and leave it unplugged - at least 60 seconds
Plug the power cord back into the router.
After rebooting the router, restart your computer or device in use.
If you still have no internet connection please call Technical Support at 877-745-4646 or report a service issue via SmartHub.
Why can’t I get Fiber internet service when my neighbor was able to?
With fiber internet, eligibility is strictly a case-by-case scenario depending on the location of existing fiber optic cable underground. We have fiber deployed throughout areas of Virginia, and we are continuously working to expand our footprint for fiber connectivity in Virginia.
