FAQs

Let us answer your questions

We want you to have an excellent experience with FiberFirst

Who is FiberFirst?

We’re connecting Texas with the speed of light. We are a fiber-based Internet service provider (ISP) – local within the areas we serve. Providing vital updates to your legacy networks and supporting consumer choice while creating your favorite ISP service experience. We have dedicated fiber solutions built directly to your home and business. FiberFirst brings equal access, best-in-class fiber networks with the latest technologies to communities overlooked by other big telco providers.

Why should we get FiberFirst internet?

Fiber is simply the fastest, most secure internet available. Speeds for uploads and downloads are symmetrical – just as fast uploading as downloading. Your home’s bandwidth is dedicated to you – it is not shared by others – so your speed won’t be affected by other people’s simultaneously usage.

How often do your rates change?

FiberFirst has not gone through any rate increases and we typically maintain the same rates in perpetuity. While most other ISP’s continuously raise their rates as well as access fees, FiberFirst believes in providing the most cost competitive value for our customers by not having constant changes or additional fess which are not required by law. Simple, transparent, and honest value billing is one of our best practices.

When can I get FiberFirst installed at my home?

We know you’re excited to have access to the fastest, most superior internet for working-from-home, streaming, gaming, shopping, and everything else. And we can’t wait to bring it to you. Please use the Check Availability link on the homepage for updates on your address.

What is going to happen to my lawn and landscaping when FiberFirst installs fiber optics?

At FiberFirst, we really do care about you – our neighbors. It’s important to us that you’re delighted with your whole FiberFirst experience. That includes returning your yard landscaping as close as possible to its original condition. As we complete a section, we temporarily restore as much as possible. And once our work is completed, we have certified, professional landscapers work to ensure any disturbed areas are left in great condition. We’re fully committed to restoring your yard. (Don’t forget to water your new grass if we’ve planted it!)

For more information, please visit our What to Expect page.

What if my utility lines are hit during FiberFirst’s installation process?

We do our best to avoid all sprinkler lines, gas lines, and water main lines during the installation process. Our goal is to avoid all lines. In fact, we strategically install between meter boxes and homes to avoid utility lines. On some occasions, lines are incorrectly marked. Water lines, in particular, can be very difficult to mark. If a line is hit, we work as quickly as possible with the other needed providers to repair all line damage. We stay at least 2 feet from the main water line.

Does fiber optic installation have the potential to affect my driveways, mailbox slab or trees?

Our process can involve boring underneath the driveway or mailbox slab. In the infrequent event of a disturbance during this process, we take full responsibility to get any disruption caused by the process restored in a timely manner. We ask that you provide pictures and email documentation of any potential disturbance (before and after images would be the most helpful). Our typical bore is between 30-36 inches deep.

What if I have a complaint or issue with the installation in my front yard?

We want to hear from you right away so we can make things right. Please document the issue with a few notes and images and contact us as soon as possible. Email us at support@FiberFirst.com or call us toll free at 833-FTTPGIG (833-388-7444)

Why is installation in the front and not the back yard?

Historically, homeowners vastly prefer to have installation in the front yard as it is substantially less disruptive by not having to take down your fence and having high-volume crews in your back yard. In addition, as a public utility we use the right-of-way easement.

For more information, please visit our What to Expect page.

Will there be large, unsightly above-ground boxes in our community?

No. We dislike those eyesores as much as you. FiberFirst installs flat-level boxes that are much less noticeable and obtrusive.

For more information, please visit our What to Expect page.

Are you allowed to work near the front of my property?

Utility providers, like FiberFirst, have the right of way and are permitted by law to work in the easement area adjacent to residents’ property. We do so with respect and care.

What does it mean that fiber optic internet is sustainable?

Fiber optic internet is considered future-proof and the green choice for the planet. Fiber optic lines are made from readily available elements like silicon dioxide (sourced from rocks and sand). Fiber optics also use 12 times less energy than copper cables. You can feel really good about your FiberFirst internet.

Do you remove any lines of any of your competitors like cable companies?

No. We do not touch or remove anyone else’s lines.

How does the fiber optic signal get into my house?

Fiber drop line is buried 6-10 inches in about 3quater in PVC. A small flat fiber is pulled directly to your home. We install an ONT fiber box directly onto your home. About 95% of the time, FiberFirst customers get a WiFi6 router that accommodates getting the fiber optic signal into the home and provides both ethernet as well as wireless access throughout. The WiFi6 router enables WiFi capabilities to all the devices inside your house. We do not do inside wiring as part of our regular installation. If that or additional drops/jacks are needed, please let the technician know and we will provide a price for that additional service.