Use the search for help or view the FAQs by category.
Help
Help & Frequently Asked Questions
FAQs by Category:
Yes, with FiberFirst you can get a connection installed in multi‑floor homes or duplexes. During the installation the technician will route the fiber drop to your unit and bring it inside, and the service will work just like a standard standalone home setup. Your installation appointment ensures a convenient fiber internet installation
Yes, you can use your own Wi‑Fi extender or mesh router with FiberFirst. We provide a standard router during your fiber optic installation, and you can add compatible mesh units or extenders to enhance your network. For any compatibility questions or more information about extenders, contact our Customer Care team at 833‑342‑7444.
FiberFirst does not provide a specific warranty on installed devices or cables. Equipment supplied during your fiber optic installation is covered under general service support. For any issues after your installation appointment, contact FiberFirst support to resolve problems, ensuring a convenient fiber internet installation experience.
For post‑installation support or setup adjustments with FiberFirst, contact our Customer Care team at 833‑342‑7444. You can also log in to your account at FiberFirst.com, navigate to Support → My Support Requests, and submit a trouble ticket for any issues.
After your fiber optic installation, check that your internet is working by testing speed, Wi-Fi connectivity, and device access. Ensure the modem and router are powered and configured. Doing this during or right after your installation appointment ensures a convenient fiber internet installation and a fully functional FiberFirst connection.
The router and other equipment provided at installation remain the company’s property and are rented or loaned to you as part of the service. If you cancel service, you may be required to return that equipment.
There may be an additional cost if extra work or cable length beyond the standard installation is required. The standard install is included for certain plans, but if extra work is requested (e.g., special routing, extra cable runs) an extra fee may apply.
Yes, your FiberFirst fiber optic installation appointment can be affected by bad weather or power outages. Although the fiber network itself is highly reliable in most conditions, safety concerns and site access may force a technician to reschedule your installation appointment
Yes, FiberFirst does provide assistance with Wi‑Fi setup during your installation. We perform full Wi‑Fi coverage checks or in‑home optimization. Technicians will assist you in setting up a secure Wi‑Fi network during installation, utilizing our equipment.
You’ll know your fiber optic installation is successfully activated when the technician confirms service during your installation appointment. We will also send an email or SMS notification. This ensures a convenient fiber internet installation experience, so you can start enjoying high-speed internet immediately.
If the technician cannot complete your fiber optic installation on the scheduled date, FiberFirst will promptly reschedule your installation appointment at your convenience. Our team ensures a convenient fiber internet installation experience by providing timely updates and assistance until your service is successfully installed and fully operational.
Yes, FiberFirst offers fiber optic installation appointments on select weekends and holidays. You can choose a convenient fiber internet installation time that fits your schedule. Weekend or holiday installation appointment availability may vary by location, so check your confirmation email or contact support for specific scheduling options.
Yes, FiberFirst provides a Wi-Fi router during your fiber optic installation. The technician sets it up and ensures it’s working properly at your installation appointment. This convenient fiber internet installation includes testing your Wi-Fi connection, so you can start enjoying fast, reliable internet immediately after setup.
The fiber optic installation process with FiberFirst is simple and efficient. After scheduling your installation appointment, a certified technician connects fiber to your premises, sets up the modem, and tests your connection. This convenient fiber internet installation ensures optimal speed, reliability, and performance for your new FiberFirst service.
For your fiber optic installation, please have a valid photo ID and proof of address ready. These documents help confirm ownership and ensure a convenient fiber internet installation process. Present them to the technician during your installation appointment to complete verification and begin your high-speed FiberFirst connection smoothly.
You can track your fiber optic installation request on FiberFirst.com. Log in to your account or use the confirmation link to view your installation appointment details. Receive real-time updates about your technician’s arrival, ensuring a convenient fiber internet installation experience from scheduling to successful setup.
Click the link below to download instructions
If you have the Nokia app, please follow the directions below. If not, see the instructions to reset manually at the end.
WARNING:
FACTORY RESET WILL RESET ALL PASSWORDS OR NAMES THE CUSTOMER HAD CHANGED FOR THE NOKIA! You will need to reconfigure the Wi-Fi name and password (use what you had previously so that devices will reconnect).
LOG in to the NOKIA portal:
Go to the right-hand side of Support Actions
Click ‘FACTORY RESET MODEM OR GATEWAY’
This warning will come up, click FACTORY RESET.
ONT will go down for 6-10 minutes.
SHOULD COME BACK UP.
NO NOKIA APP:
If you do not have the Nokia app, find the reset button at bottom of the router and push and hold for 15 seconds. It will take 6 to 10 minutes to reset.
Yes, Please be present for your fiber optic installation appointment. An adult aged 18 or older must be available during the installation appointment to provide access to the technician. Flexible scheduling options are available to ensure a convenient fiber internet installation experience.
A professional installation is required. The expertise of FiberFirst’s professional technicians ensures your fiber optic installation is completed correctly the first time, providing optimal performance and long-term reliability. Flexible scheduling options are available for a convenient fiber internet installation experience.
At FiberFirst, we prioritize your convenience with flexible scheduling options for your installation. Typically, your installation appointment will be scheduled within 7 days of signing up. We understand that your time is valuable, so we let you choose a 2-hour time slot that fits your busy schedule. Your fiber optic installation will be completed in no more than 2 hours, ensuring minimal disruption to your day. Choose FiberFirst for fast, reliable, and convenient fiber internet installation.
For flexible scheduling options, contact our Customer Support team at 833-342-7444 to reschedule or cancel your fiber optic installation. Enjoy a convenient fiber internet installation experience with FiberFirst.
At FiberFirst, we offer convenient fiber internet installation with flexible scheduling options. 1 Gig plans or higher include free fiber optic installation. Plans 500 Mb or lower have a $100 installation fee. If you downgrade from 1 Gig within six months of activation, the $100 fee will apply. Enjoy a fast, easy, and convenient fiber internet installation experience with FiberFirst.
While fiber installation typically follows established industry standards, FiberFirst is open to accommodating specific location requests, subject to feasibility and any associated fees.
For your fiber optic installation, FiberFirst typically installs the following equipment as part of the service:
* A fiber termination point (optical network terminal) at or near your home/office.
* The standard router/modem provided by FiberFirst to enable wireless and wired connectivity.
* Internal wiring/connectors needed to link the fiber termination to your router and network.
This is all part of a convenient fiber internet installation and is completed during your scheduled installation appointment.
No setup is required on your end, except for creating an account with FiberFirst at https://login.fiberfirst.com/Account/Register.
Your fiber optic installation will be handled entirely by our professional technicians, ensuring a convenient fiber internet installation.
All construction work is performed in compliance with city and state regulations. FiberFirst takes care to ensure all utilities are properly located and marked during your fiber optic installation, providing a safe and convenient fiber internet installation experience.
In general, our fiber lines are buried 6 inches under the ground and in accordance with state and regional regulations. Our techs will clean up after themselves, so no need to worry.
In the event of any property damage resulting from your fiber optic installation, FiberFirst will repair it at no cost, ensuring a reliable and convenient fiber internet installation experience.
In general, landscaping and vegetation beds are avoided and we try to be as careful as possible as to not disrupt anything on your property.
Safety is paramount during your fiber optic installation. FiberFirst follows strict safety protocols to protect team members, safeguard underground utilities, and preserve your property, ensuring a secure and convenient fiber internet installation.
In the rare event of property damage during installation, FiberFirst takes full responsibility for repairs, ensuring that your property is restored to its original condition at no additional cost to you.
Once installation is complete, FiberFirst technicians carefully clean the work area, leaving your property as pristine as they found it.
Our expert technicians will maintain clear communication with the homeowner throughout the fiber optic installation, promptly addressing any delays or issues to ensure a smooth and convenient fiber internet installation.
As part of our commitment to environmental stewardship, FiberFirst adheres to industry-standard regulations during your fiber optic installation, minimizing ecological impact and preserving the natural beauty of your surroundings while ensuring a convenient fiber internet installation.
Our dedicated Customer Care team is happy to provide any assistance you may need. Contact them at 833-342-7444
When you sign up for installation, you consent that the fiber company can be on your property for the expressed purpose of installing your fiber. Please note, this could require more than one visit. We encourage customers to watch our animated Installation Video to see the entire process: https://bit.ly/3zpPtZw
If you forget your username for your FiberFirst account, please contact Customer Care at 833‑342‑7444 for help retrieving or resetting it.
To restore your FiberFirst account service, a payment must be made online or through a FiberFirst Care Representative. Once the payment is completed, your fiber service will be restored within minutes.
For the most accurate guidance, please contact our Customer Care team at 833‑342‑7444 and ask whether account consolidation is possible in your specific situation.
Yes, you can request deletion of your FiberFirst account by contacting their Customer Care team. We’ll guide you through the process, help with any remaining obligations (such as equipment return), and close your account as part of your cancelled service.
Currently, you cannot link multiple accounts to the same email address at FiberFirst. Each account requires a unique email. If you’d like to use one email for several accounts, please contact Customer Care for assistance and possible exceptions.
If someone else needs the FiberFirst service in their name, they would need to create their own new account through the FiberFirst portal. For further clarification, please contact Customer Care team at 833‑342‑7444
To manage your privacy settings with FiberFirst, you need to contact our support team. Changes like email preferences and account information updates must be requested via phone at 833‑342‑7444.
You can contact FiberFirst support by phone at 833‑342‑7444.
fiberfirst.com. Alternatively, log into your account at FiberFirst.com → Support → My Support Requests to submit a trouble ticket.
To access your FiberFirst account please visit: [https://login.fiberfirst.com/Account/SignIn]
To create a new FiberFirst account, please visit: https://login.fiberfirst.com/Account/Register
To verify and activate your FiberFirst account, you need to provide your Account Number and CPNI Password. You will receive these details via email after registration.
Please call our FiberFirst Customer Care team at 833-342-7444 to update your contact information.
If you forget your password for your FiberFirst account, visit FiberFirst.com and click on “Customer Login”. Then, select “Forgot Password” and you will receive instructions to reset it.
To change the email associated with your FiberFirst account, please call our Customer Care team at 833-342-7444.
We take the protection of your FiberFirst account information very seriously. Before any access to your account is granted, your CPNI password must be verified. You can learn more here.
Accounts are able to be transferred to a new address. There is a one time, $100 fee associated with transfer.
Your FiberFirst account number is on every bill, located at the top right of the page under the statement date. You can also find it in your FiberFirst welcome email.
Past due FiberFirst account payments can be made on our website or by calling our FiberFirst Customer Care team.
In order to restore service, a payment must be made online or via a Care Representative. Upon completing the payment, services will be restored within minutes.
Please contact our FiberFirst Customer Care team at 833-342-7444.
To submit a trouble ticket, sign in to your FiberFirst customer account. Click “Support” in the main menu and then “My Support Requests” in the pop-up. You can then follow the subsequent steps:
1. On the resulting page, click the blue “REQUEST SUPPORT” button on the right side and modal window will appear.
2. Click the dropdown “Select a Request Type” and select the service with which you need help.
3. Click “Select a Service” and choose the service that is impacted, then enter information in the following boxes:
4. “Enter a subject” – provide a brief title for your request.
5. “Please describe your issue” – describe the issue for which you are requesting assistance.
6. Contact Name
7. Provide the best phone number or email address for Customer Care to use to contact you.
8. Click “Submit Request” to submit the form which will create a trouble ticket for our Customer Care agents.
To check the status of your order, sign in to your FiberFirst customer account and click on the products/order products tab. You can also contact our Customer Care team at 833-342-7444.
You can manage your services by signing in to your FiberFirst customer account. You can also contact our Customer Care team at 833-342-7444 to discuss with a specialist.
There is no limit to the number of devices you can connect to your FiberFirst account! Depending on the number of devices in your household, usage patterns, and your chosen speed package, some buffering may occur. Please contact FiberFirst Customer Care at 833-342-7444 to troubleshoot or upgrade your speed at any time.
If there is an outage in your area, FiberFirst customers will receive email updates with a notification.
To transfer your internet service to a new address, please contact our Customer Care team, who will guide you through the relocation process seamlessly. 833-342-7444.
Yes! Current FiberFirst customers can receive a credit to their account for every new customer they refer, including both residential and business accounts. Learn more at fiberfirst.com/referrals or https://fiberfirst.com/referrals.
Mail: Send a check using the return envelope that is provided with your bill. Include your payment stub to ensure proper credit.
Internet/Online: Pay via the FiberFirst website by logging into the Customer Portal.
- Credit card (one-time): Make a one-time payment using your credit or debit card – Visa, MasterCard, Discover or American Express.
- Credit card (recurring): Sign up for automatic monthly payments using your credit or debit card – Visa, MasterCard, Discover or American Express.
- Bank draft: Sign up for automatic monthly bank debits/eCheck.
Telephone: Call our Customer Care team toll-free at 833-342-7444 and use your Visa, MasterCard, Discover or American Express credit card or debit card, or your banking information.
Return charge: There will be a $35 charge for payments returned by the bank (check, bank debit/eCheck, ACH, etc.).
Our services are billed monthly, and charges are not prorated. If you cancel after your monthly billing period begins, you’ll still be charged for the full month. To avoid being billed for the next month, please cancel on or before the last day of your current billing period. You can find your billing period dates on your billing statement.
Every FiberFirst customer is automatically enrolled in paperless billing. If you’d like to have paperless billing removed from your account, please contact our Customer Care team at 833-342-7444
We accept Credit Card (AmEx, Discover, MasterCard, and Visa), Debit Card, and Bank Draft
Payment confirmation emails are sent to the email address on file.
Please visit your account portal https://login.fiberfirst.com/Account/SignIn and click on the “billing” tab. You’ll be able to view your payments there. If you have any issues, contact our Customer Care team at 833-342-7444
There is not a grace period for bill payments. Payment is considered late on the following business day.
If your payment is declined, you will receive an email to the email address on file.
Please contact our Customer Care team at 833-342-7444
A few reasons why your billing rate or amount due may have changed: Promotional Rate Expired, Late Fee was assessed to your account, Reconnect Fee was assessed to your account. Please contact our Customer Care team at 833-342-7444 with any questions.
Refunds take up to 60 days from the statement that shows the credit. Refunds will be refunded to the credit card or bank account on file.
Yes! To enroll in auto-pay, visit your online portal at https://login.fiberfirst.com/Account/SignIn and click on “Manage Autopay” or contact our Customer Care team at 833-342-7444. Recurring Autopay will also save you $10/month on your bill!
To change or cancel your method of payment for auto-pay, visit your online portal and click on “manage autopay” or contact our Customer Care team at 833-342-7444
All promotions have a one-year expiration unless explicitly stated.
If changes to service were made after the 15th of the month, it will not be reflected until the following month’s bill.
Your final billing statement will be sent out on the following 15th of the month. If equipment needs to be returned, the Customer Care team will email you a shipping label. If we can support you with transferring service, or reconnecting in the future, please call us anytime at 833-342-7444.
If you cancel within your current billing cycle, you can continue to enjoy FiberFirst services until your billing period ends.
If equipment needs to be returned, the Customer Care team will email you a shipping label.
Click the link below to download instructions
If you have the Nokia app, please follow the directions below. If not, see the instructions to reset manually at the end.
WARNING:
FACTORY RESET WILL RESET ALL PASSWORDS OR NAMES THE CUSTOMER HAD CHANGED FOR THE NOKIA! You will need to reconfigure the Wi-Fi name and password (use what you had previously so that devices will reconnect).
LOG in to the NOKIA portal:
Go to the right-hand side of Support Actions
Click ‘FACTORY RESET MODEM OR GATEWAY’
This warning will come up, click FACTORY RESET.
ONT will go down for 6-10 minutes.
SHOULD COME BACK UP.
NO NOKIA APP:
If you do not have the Nokia app, find the reset button at bottom of the router and push and hold for 15 seconds. It will take 6 to 10 minutes to reset.
Fiber internet is a high-speed broadband connection that uses fiber-optic cables, which transmit data as pulses of light. This technology allows for significantly faster data transfer speeds and greater reliability compared to traditional copper wire connections like DSL or cable internet. Fiber internet is ideal for activities that require high bandwidth, such as streaming, gaming, and large file transfers.
With FiberFirst, you can expect speeds ranging from 500 Mbps to 5 Gig, depending on your selected package. You will experience symmetrical upload and download speeds for optimal performance. *5 Gig not available in all markets; advertised speeds based on wired connection.
Yes, fiber internet offers speeds up to 30x faster than cable internet. Fiber-optic technology can deliver much higher data transfer speeds and greater bandwidth compared to cable, allowing for faster download and upload speeds. Fiber internet is also less prone to interference and signal degradation over long distances, providing a more reliable connection.
FiberFirst offers a range of speed options from 500 Mbps to 5 Gig, each tailored to accommodate various online activities and the number of connected devices in your home. When selecting a plan, consider your household’s internet usage patterns and the number of devices requiring connectivity. *5 Gig not available in all markets; advertised speeds based on wired connection.
Yes, you can upgrade your internet plan at any time by contacting our Customer Care team at 833-342-7444. You can also upgrade through your portal or by speaking to your technician during initial installation.
Yes, you can use your own router for your fiber optic installation. During your installation appointment, inform the technician so they can configure your preferred equipment. FiberFirst supports a convenient fiber internet installation process, ensuring compatibility and optimal performance with your personal router setup.
FiberFirst technicians will assist you in setting up a secure Wi-Fi network during installation, utilizing our equipment to establish a protected connection.
The Nokia Wi-Fi app can provide easy set up and configuration, network monitoring, device management, parental controls, and more. Please search ‘Nokia WiFi’ if your App Store to download.
To recover or change your Wi-Fi password, perform a factory reset on the bottom of your device. If you need further instructions on how to do this, please contact our Customer Care team. You can also access the Nokia app on your phone, where you are able to change your password.
FiberFirst technicians will verify speeds at the time of installation. Advertised speeds are based on a wired connection. If you have a consistent issue, please visit your online portal at https://login.fiberfirst.com/Account/SignIn and once you sign in, click on Support, then My Support Requests tab at the top and complete the form, or contact our Customer Care team for troubleshooting assistance.
We suggest unplugging your router, waiting a minute or two, and then plugging it back in. If you have a consistent issue, please visit your online portal at https://login.fiberfirst.com/Account/SignIn and once you sign in, click on Support, then My Support Requests tab at the top and complete the form, or contact our Customer Care team for troubleshooting assistance.
RESTARTING NOKIA COMBO UNIT and NOKIA COMBO UNIT WITH ROUTER
Unplug the power cable from both the router and ONT (Optical Network Terminal).
Wait at least 10 seconds.
Reconnect the power:
- First, plug in the ONT. Wait until two green lights appear.
- Then, plug in the Nokia router.
- If the second light on the ONT turns red, contact Customer Care at 833-342-7444.
After both devices reboot, test your internet connection. If it’s still not working, call Customer Care at 833-342-7444.
- Tip: Combo units have a button above the power cord to turn them off and on.
IF THE INTERNET STILL DOESN’T WORK
Modem in Garage:
- Check the GFCI (Ground Fault Circuit Interrupter) plug, which may have tripped and cut off power.
- Look for a GFCI outlet in the garage or outside wall of your house. Press the reset button on the plug to restore power.
Iphotronix Modem Outside (NID Box):
- Ensure the modem is powered on, or you may lose service.
ADDITIONAL TROUBLESHOOTING TIPS
Check Cables: Ensure all power and Ethernet cables are securely connected.
Wi-Fi Network (SSID) and Password:
- Make sure you’re connecting to the correct Wi-Fi network.
- Try resetting the Wi-Fi password to the default password found on the bottom of your modem.
Try unplugging the router, double check that you have input the right password on the correct network, or check that the device you are using is outdated. For additional help, contact our Customer Care team at 833-342-7444.
Firmware will be updated remotely from FiberFirst across our entire network periodically. You do not need to update.
Customers will receive advance notice of any planned network maintenance or downtime, with notifications provided at least 24 hours in advance (barring an emergency). Our scheduled downtime is typically handled overnight.
Parental control options can be obtained using the Nokia Wi-Fi app.
FiberFirst TV is a cloud-enabled streaming video solution leveraging a variety of streaming devices. Users also get a content-first experience with search and discovery across live, recorded (DVR), on demand, and OTT content, plus access to personalized recommendations. With full access to your favorite live national and local channels, DVR, and unique features like StartOver and CatchUp, FiberFirst TV makes it easy for users to find, watch, and enjoy their favorite sports, shows, movies, and more.
Get more value from your broadband service by watching your shows from almost any device in your home including Apple TV, Android TV, Amazon Fire TV, most Samsung and LG Smart TV’s, on your desktop or mobile device! You can also select to purchase an Evo Force 1 Box that provides additional features. See device list: https://fiberfirst.com/compatible-devices/
An Evo Force 1 box is sold through FiberFirst for $100 and provides additional features including a universal discovery, search and recommendation experience that includes content from FiberFirst TV as well as subscription services like Netflix, MAX, Disney+, Amazon Prime, etc.
Please visit https://fiberfirst.com/channel-info/ to select your market and compare packages.
Please visit https://fiberfirst.com/channel-info/ to select your market to view your local channel guide. Please note there is a PDF available, but updates on occasion.
Please visit https://www.youtube.com/watch?v=rcpHXot6QQA to watch a short video to learn more about FiberFirst TV
Please visit https://www.youtube.com/watch?v=sNCUdbmGROU to learn how to install an app on an Android TV.
Please visit https://www.youtube.com/watch?v=_dU4jo_yN1g to learn how to install an app on an Apple TV.
Please visit https://www.youtube.com/watch?v=A1I6iU4eHBo to learn how to install an app on an Amazon Fire TV.
Please visit your online portal at https://login.fiberfirst.com/Account/SignIn and once you sign in, click on Support, then My Support Requests tab at the top and complete the form, or contact our Customer Care team at 833-342-7444 for troubleshooting assistance.
Voice over Internet Protocol (VoIP), is a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line. Our VoIP services allow you to call anyone who has a telephone number – including local, long distance, mobile, and international numbers. While some VoIP services only work over your computer or a special VoIP phone, our services allow you to use a traditional phone connected to a VoIP adapter located on the router.
You do not need a phone line to utilize our VoIP services. The phone service is through the internet.
Our VoIP service features Caller ID, Call Forwarding, 3-Way Calling, Voicemail to Email, Call Screening, Emergency Calling, and Unlimited calls to the 48 contiguous states.
Yes, we are able to port your current phone number to your existing or new account.
Yes, almost all traditional phones, cordless or corded, will work with our VoIP service.
To change your phone number, please contact our Customer Care team at 833-342-7444
To change your voicemail setting, press star code *98 from the phone line, enter your pin, then press #. Once you have made any changes press # to save them.
As long as you have a fast and stable internet connection, VoIP calls tend to be crisp and clear with no latency issues, lag, or call dropouts.
At this time we are not offering international calling plans, however we continue to explore options based on customer’s needs.
Try unplugging the phone cord from the ONT and plugging it back in securely. If the quality you expect is still not as expected, please call our Customer Care team at 833-342-7444
Try unplugging the phone cord from the ONT and plugging it back in securely. If that does not work, please call our Customer Care team at 833-342-7444
Since our VoIP services are through an internet connection, you will need an active internet connection for your phone to work.
To block calls, dial the star code *60, enter your voicemail pin, then press #. Select the number you would like to block, press e, and then press #. To set up call forwarding, dial the star code *72, enter your voicemail pin, then press #. Enter the 10 digit phone number, press 1, then press #. You will then hear a message that the number is forwarded.
911 services are available through our VoIP services and will be routed to the nearest emergency center based off the location where the phone is registered. Important E911 Notice:
Emergency 911 services through this device may be limited or unavailable under certain circumstances, including, but not limited to, the following:
- Interruption of your electrical service
- Internet connection disruption
- You have relocated service and have not updated your registration with FiberFirst