FAQ | Fiber by CF

FAQs

SIGN UP FOR SERVICE

What is the process of building a Fiber-to-the-Home network? Building a fiber-to-the-home netowrk is generally a multi-year intensive project encompassing numerous steps and efforts. For us, the network will be built in 4 major phases with each phase taking approximately 12 months to complete.

How do I sign up or know when it is available in my area? Assuming your home or business is located in an area where service is available, you can pre-register your address on the website fiberbycentralflorida.com by clikcing the "Pre-Register here" button, or by calling Customer service at 1(844)53-FIBER. Once you are pre-registered, we will contact you when install crews are in your area so you can complete the sign-up process and schedule your installation.

How do you decide what areas get service first? Our fiber network is being built one substation at a time across Central Florida Electric Cooperative's entire service territory. Construction will be completed in four major phases, with each phase broken down into smaller service zones. Factors like population density, the location of network access points, and much more goes into the design of the overall network. Connections to each substation subsequently built and throughout the entire area provide important redundancy and resiliency. Service will become available as fiber construction is completed in each "zone".

Will this service be available to those who are not members of CFEC? Yes, we plan to make service available to non-members living in CFEC service territories. Fiber will be built to 100% of CFEC members using existing CFEC infrastructure. Service to non-members is dependent on cooperation from the utilities that serve those individuals as we have to access their poles and equipment to do so. CFEC is working with those utilities to ensure that everyone living in the service area will have access to the fiber network.

Is there a cost to install? There will be a minimum $100 installation charge applied to your first bill depending on the type of installation required.

Do I have to sign a contract? No, Fiber by Central Florida offers fast, reliable internet service without long-term contracts. Service is provided on a monthly basis.

How does the installation process work? When you sign up for service, your address enters a queue to await installation. We will install the service drop to your home and a Network Interface Device (small box) on the side of your home. Installation of the drop will follow electrical service to your home. After your drop is installed, you will receive an email with a link to schedule the installation of your home equipment. Someone at least 18 years or older must be present at the time of installation because technicians will need to access the inside of your home.

Will I be charged when I pre-regsiter my address? No, by pre-registering your address for fiber service you are simply providing Fiber by Central Florida with your service location and contact information we can contact you directly when crews are nearing your neighborhood and start the formal sign-up process. You will NOT be charged anything at pre-registration.

ABOUT THE INTERNET SERVICE

How is 100% fiber internet better than what I have now? Unlike cable, DSL, satellite and cellular connections, 100% fiber from Fiber by Central Florida will deliver lightning-fast download and upload speeds, at up to 2 gigabits per second. There are no contracts or introductory deals that vanish, and no data caps or throttling whatsoever. Just competitive prices and exceptional service.

Will there be any additional services other than broadband internet? Yes, Fiber by Central Florida uses its broadband fiber to provide Voice-Over-IP (VoIP) phone services at an affordable price. We also offer additional add-ons to ensure you get the most our of your service like Wi-Fi extenders and our Safe & Secure Package.

Will there be visible fiber wire in my yard? Fiber will follow the existing path of your electrical service. If your electrical service is aerial, a drop install will be performed. If your electrical service is underground, the drop will be spliced into your existing electric path.

Are there any hard data caps? No, Fiber by Central will never throttle your service or impose any kind of data caps whatsoever.

Why should I choose Fiber by Central Florida over another fiber provider in my area? As an extension of the cooperative, Fiber by Central Florida is based locally and invested in the advancement of the communities we serve. Unlike big name providers who have neglected rural areas for decades, we are personally committed to improving the quality of life for those living in them - with quality, reliable internet service at a competitive price. Also, others may tout fiber, but in many cases that fiber stops at the street, meaning another transmission medium is needed to bring internet into your home. Many internet providers use fiber in their systems but use copper lines for the final connections to the home, resulting in slower speeds. Fiber by Central Florida will provide 100% fiber all the way to the home.

What internet packages are available for my home? Fiber by Central Florida offers three tiers of internet pricing, along with servie enhancements and HD-quality phone service. For more information on our packages, visit our Residential Services page.

Can I get service from Fiber by Central Florida if I am a renter? Yes, but if it's a new installation, you will have to get permission from the homeowner to have the installation performed.

Can I use my own equipment? You must use the ONT (modem) provided to receive internet service. Though you can use your own router, we highly recommend that you utilize the router we provide. With the provided router, we can provide direct technical support remotely to your home, at no extra charge. If you elect to use your own router and we are unable to resolve the issue over the phone, a service call will be required and a fee of at least $99 will be added to your monthly bill.

What equipment is required? How much does the equipment cost? You are not required to provide any equipment. You will be provided with an Optical Network Terminal ( ONT), which functions as a modem, and a Wi-Fi router which will deliver a very powerful, state-of-the-art "managed" Wi-Fi signal for your home.

Will Fiber by Central Florida work with the Affordable Connecivity Program? Yes, Fiber by Central Florida will work with the ACP discount program. To get started, visit https://acpbenefit.org/do-i-qualify/ for complete details and to apply. Once you have applied and received approval, including your APP ID, call Fiber by Central Florida at 1(844)53-FIBER to have the ACP discount applied to your new or existing service.

What happens if the equipment is damaged? Repair or replacement due to physical damage to the ONT, GigaSpire, fiber optic cable, or any other equipment will be charged to the subscriber. Malfunctioning equipment will be replaced by Fiber by Central Florida at no charge.

What changes are you going to be making to my property? Why do you have to trim trees? As we build our fiber-to-the-home network, you may see trees and vegetation near the lines being trimmed, or in other cases cases removed altogether. This is necessary for preventing damage to the fiber lines that can result in outages and potentially threaten public safety. We are committed to treating members and their property with quality service and respect. When right-of-way changes impact your home or property, we will work with you, the homeowner, as much as the project allows.

HOME PHONE SERVICE

Can I keep my phone number? In most cases, customers changing providers will be able to keep their phone numbers. If you choose to port your phone number, please do not contact your current provider to disconnect phone service since this will cause issues in the porting process. Fiber by Central Florida will coordinate the port with your current provider. In the rare case that your existing phone number is not available to port, our customer care team will contact you to discuss options for phone service with Fiber by Central Florida.

Will customers be able to get phone service without fiber internet service? No, phone service will be offered only as an add-on service to any internet service plan and will not be offered separately.

ADD-ON SERVICES

What is the Safe & Secure Package? The Safe & Secure Package includes: •Parental Controls consisting of an extensive set of controls that allow parents to easily create and enforce online rules for the users and devices on their home networks. It provides them peace of mind by protecting their children from inappropriate or harmful content. •Network Security that provides malicious website protection, anti-virus and anti-ransomware packet inspection, and intrusion detection. The service proactively monitors network traffic coming into the home, automatically blocking anything that looks suspicious.

What is Managed Wi-Fi? Every Fiber by Central Florida internet service plan comes with Manged Wi-Fi backed by the power of 100% fiber, delivering the fastest, highest quality wi-fi for your home or business. Managed Wi-Fi includes advanced remote support capabilities that allow our tech support team to automatically identify and troubleshoot issues and make changes remotely- in many cases before you even experience an interruption. This means quicker resolution of potential issues and convenience for you, enhancing your overall user experience.

From the General Manager

Denny George

"Our board of trustees and leadership team here at CFEC have been working on this subject for some time. We have taken the time to analyze the metrics, the process, and the need. We feel like CFEC is uniquely suited to deliver this service given our knowledge of and equipment in Dixie, Gilchrist and Levy Counties."

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