Help

Yes. FiberFirst provides a standard router during installation, and compatible Wi-Fi extenders or mesh systems can be added to improve coverage throughout your home.

For compatibility questions, contact Customer Care at 833-342-7444.

Specific cable routing requests may be accommodated based on feasibility.

Additional charges may apply for:

Extra cable length
Special routing requests
Non-standard installation work

Your technician will review available options during installation.

Yes. FiberFirst installations are completed by professional technicians to ensure proper setup, performance, and reliability.

Yes. You can:
Log into your Customer Portal to view appointment details and Contact Customer Care via chat or by phone 833-342-7444 to make changes to your current appointment.

Specific cable routing requests may be accommodated based on feasibility.

Additional charges may apply for:

Extra cable length
Special routing requests
Non-standard installation work

Your technician will review available options during installation.

Yes. FiberFirst installations are completed by professional technicians to ensure proper setup, performance, and reliability.

Yes. You can:

Log into your Customer Portal to view appointment details and Contact Customer Care via Chat or by Phone 833-342-7444 to make changes to your current appointment.

If installation cannot be completed during the scheduled appointment, FiberFirst will work with you to reschedule and complete the installation as soon as possible.

Your technician will confirm when service has been activated during the installation appointment.

You may also receive an email or SMS confirmation once activation is complete.

All construction work is completed in compliance with local and state regulations. Utilities are properly located and marked prior to installation to help ensure a safe installation process.

In most cases, our fiber lines are buried approximately 6 inches underground in accordance with state and regional regulations. Our technicians take care to minimize disruption by avoiding landscaping and vegetation whenever possible. If any impact does occur to driveways, sidewalks, or other areas of your property, FiberFirst will repair it at no cost. Our team also ensures the area is cleaned up after installation for a smooth and convenient experience.

FiberFirst stands behind the quality of its construction work. In the rare event that any property damage occurs during installation, we take full responsibility and will restore your property to its original condition at no additional cost. Once the work is complete, our technicians also perform a thorough cleanup, ensuring your property is left as neat and pristine as it was before installation.

When you sign up for installation, you provide consent for FiberFirst to access your property for the purpose of completing your fiber installation. This process may require more than one visit to ensure everything is installed correctly. To better understand what to expect, we encourage you to watch our installation video.

Yes, you can transfer your FiberFirst service to a new address. A one-time relocation/move fee may apply. Please contact Customer Care at 833-342-7444 for assistance with the relocation process.

To create or access your account, visit:
FiberFirst Customer Portal
If you forgot your password, click “Forgot Password” on the login page and follow the instructions.
For username recovery, please contact Customer Care at 833-342-7444.

You can make a payment online or through Customer Care. Service is typically restored within minutes. If your service is not restored after payment, please contact Customer Care via Chat or at 833-342-7444 for further assistance.

To verify and activate your account, you will need your Account Number and CPNI password, which are provided via email after registration. We take the security of your account seriously—your CPNI password must be verified before any access is granted.

Your bill may change due to:

Promotional pricing expiring
Late fees or reconnect fees
Service changes

For billing questions or disputes, please contact Customer Care at 833-342-7444.

Refunds are processed within up to 60 days and are issued to the original payment method.

You can pay your bill in several ways:
Online: Log into your account portal
AutoPay: Set up recurring payments
Phone: Call Customer Care at 833-342-7444
Mail: Send a check using your bill’s return envelope

Accepted methods include credit/debit cards and bank draft. (Amex, Visa, Mastercard, Discover)

You can view your payment history and confirm payments in the Billing section of your account portal.

You can continue using service until the end of your billing cycle. Your final bill will be issued on the next billing date. If equipment must be returned, you’ll receive a shipping label via email.

All customers are automatically enrolled in paperless billing. To opt out, please contact Customer Care via Chat it at 833-342-7444

There is not a grace period for bill payments. Payment is considered late on the following business day.

Services are billed monthly. Charges are not prorated. Cancel before the end of your billing cycle to avoid the next charge. Your billing cycle dates are listed on your statement.

Log into your account and select “Manage AutoPay” to:

Enroll in AutoPay
Update your payment method
Cancel AutoPay

You can also contact Customer Care via Chat or at 833-342-7444 for assistance.

Fiber internet uses fiber-optic cables to deliver internet as pulses of light, providing faster speeds and greater reliability than traditional cable or DSL.

FiberFirst offers speeds from 500 Mbps up to 5 Gig, with symmetrical upload and download speeds.

Note: 5 Gig may not be available in all markets. Advertised speeds are based on a wired connection.

Yes. You can upgrade your service plan:

Through the Customer Portal
By contacting Customer Care via chat or call us at 833-342-7444.

Yes. You can use your own router. During installation, let your technician know so they can configure your setup for compatibility and performance.

Speed tests vary based on Wi-Fi vs wired connection
Advertised speeds are based on wired connections
Device limitations and network usage can impact performance

If the issue continues, contact Customer Care via chat or call us at 833-342-7444.

Try these steps:

Restart your router (unplug for 1–2 minutes, then plug back in)
Check connections and cables
Verify you’re connected to the correct Wi-Fi network

If the issue continues, contact Customer Care via chat or call us at 833-342-7444.

Confirm the correct Wi-Fi network and password
Restart your device and router
Ensure your device supports current Wi-Fi standards

If needed, please contact Customer Care via Chat it at 833-342-7444.

No. Firmware updates are automatically pushed through the network—no action is required.

Planned maintenance notifications are sent at least 24 hours in advance
Most maintenance occurs overnight
Emergency outages will be communicated via Email and SMS as quickly as possible

FiberFirst TV is a cloud-based streaming television service that allows you to watch:

Live TV
DVR recordings
On-demand content
Popular streaming apps

Features include:

StartOver
CatchUp TV
Personalized recommendations
DVR functionality

FiberFirst TV can be viewed on a variety of compatible streaming devices.

The Evo Force 1 is a streaming device available through FiberFirst that provides:

FiberFirst TV access
Integrated streaming apps
Universal search and recommendations

Compatible apps may include Netflix, Disney+, MAX, Prime Video, and more.

To compare TV packages or view your local channel lineup, visit:
fiberfirst.com/channel-info

Select your market to see available channels and package details.

Installation instructions and video tutorials are available for:

Apple TV
Android TV
Amazon Fire TV

For assistance with FiberFirst TV, contact Customer Care via chat or call 833-342-7444.

Voice over Internet Protocol (VoIP) allows you to make phone calls using your FiberFirst internet connection instead of a traditional phone line.

FiberFirst VoIP supports:

Local and long-distance calling
Caller ID
Call Forwarding
Voicemail
3-Way Calling
Call Screening
Voicemail-to-Email

Unlimited calling is included within the 48 contiguous United States.

As long as you have a fast and stable internet connection, VolP calls tend to be crisp and clear with no latency issues, lag, or call dropouts.

Try the following:

Check that your internet service is active
Verify the phone cord is securely connected to the ONT/router
Restart your ONT/router if needed

If the issue continues, contact Customer Care at 833-342-7444.

Voicemail and calling features can be managed using phone star codes.

Common features include:

Voicemail setup
Call forwarding
Call blocking

For detailed setup instructions, please refer to the FiberFirst phone feature guide. Insert Links from website

Yes. FiberFirst VoIP includes Enhanced 911 (E911) service.

Important:
E911 service may be unavailable or limited if:

Power is interrupted
Your internet connection is down
Your service address has changed and was not updated with FiberFirst

Emergency calls are routed based on your registered service address.