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You only need to be present during your service install appointment. While your physical presence may not be required for the outdoor portion of the installation, providing access to areas of your property where installation is to take place is essential. Please ensure gates are accessible and unlocked and pets remain indoors until the service install appointment is complete. An adult 18 years or older must be available for the service install appointment.

Professional install is required. The expertise of FiberFirst’s professional technicians ensures that your fiber connection is set up correctly the first time, guaranteeing optimal performance and reliability.

Generally, your appointment is scheduled within 7 days after your initial sign up. FiberFirst understands the importance of convenience. That’s why we offer flexible scheduling options, allowing you to choose a 2-hour time slot that aligns with your schedule. Installation should take no longer than 2 hours.

Please contact our Customer Support team at 833-342-7444 to reschedule or cancel your installation appointment.

If your service plan is 1 Gig or higher, installation is free. If your plan is 500 Mb or lower, there is a $100 install fee. Please note if you downgrade from 1 Gig within the six months, the original $100 installation fee will be applied. In special circumstances where additional work is requested, an additional fee may apply.

While fiber installation typically follows established industry standards, FiberFirst is open to accommodating specific location requests, subject to feasibility and any associated fees.

As FiberFirst works to bring fiber to your home, we’ll install essential infrastructure components, including conduits, Network Interface Devices (NIDs), and router connections, to seamlessly integrate fiber into your existing setup.

There is no set up required on your end, aside from creating an account with FiberFirst by visiting https://login.fiberfirst.com/Account/Register

All construction work is done in accordance with city and state regulations. We take great care to ensure all utilities are properly located and marked.

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 any damage to your property occurs due to installation issues, they will be fixed at no charge to you.

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 the installation process. FiberFirst adheres to strict safety protocols that ensures the safety of team members, protection of underground utilities and the preservation of your property.

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 installation team will be in constant communication with the homeowner, should any delays or issues arise.

As part of our commitment to environmental stewardship, FiberFirst follows industry-standard regulations to minimize any ecological impact during installation, preserving the natural beauty of your surroundings.

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

In order to access your account, please visit: https://login.fiberfirst.com/Account/SignIn

In order to create a new account, please visit: https://login.fiberfirst.com/Account/Register

To verify and activate your account, you’ll need to provide your Account Number and CPNI Password.

Please call our Customer Care team at 833-342-7444 to update your contact information.

Visit FiberFirst.com and click on “customer login”. Next, click “forgot password”.

To change the email associated with your account, you’ll need to call our Customer Care team at 833-342-7444

We take the protection of your account information very seriously. Before any access to your account is given, your CPNI password must be verified.

Accounts are able to be transferred to a new address. There is a one time, $100 fee associated with transfer.

Your account number is located on the top right of your bill under statement date. You can also find it in your welcome email.

Past due account payments can be made on our website or through a call to our 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 Customer Care team at 833-342-7444

Visit your online portal at https://login.fiberfirst.com/Account/SignIn. Once you sign in, mouse over “Support” in the main menu and then click “My Support Requests” in the pop-up menu.

• On the resulting page, click the blue “REQUEST SUPPORT” button on the right side and modal window will appear.
• Click the dropdown “Select a Request Type” and select the service with which you need help.
• Click “Select a Service” and choose the service that is impacted, then enter information in the following boxes:
• “Enter a subject” – provide a brief title for your request.
• “Please describe your issue” – describe the issue for which you are requesting assistance.
• Contact Name
• Provide the best phone number or email address for Customer Care to use to contact you.
• Click “Submit Request” to submit the form which will create a trouble ticket for our Customer Care agents.

Visit your online portal at https://login.fiberfirst.com/Account/SignIn and click on the products/order products tab or contact our Customer Care team at 833-342-7444

This can be done by visiting your online portal at https://login.fiberfirst.com/Account/SignIn or contacting our Customer Care team at 833-342-7444

There is no limit to the number of devices you can connect to your account! Depending on the amount of devices in the household and the speed package chosen, some buffering may occur. Please contact us at 833-342-7444 to troubleshoot or increase your speed at any time!

Customers will receive email updates notifying them of an outage.

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.

Current customers can receive a credit to their account for every new customer referred, including residential and business customers. Learn more at fiberfirst.com/referrals.

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.

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.

FiberFirst provides everything needed for wireless internet setup, however most routers will work if you choose to utilize your own equipment.

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 o 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