1. What are the specs for doing underground myself?  Click Link for Underground specs. 
  2. What do I need to get ready for service drop?  When we do an aerial drop to the house we generally follow the path of the electric service.  We will need the path to be clear of obstructions. Same for an underground installation. If you are providing your own conduit, please follow the specs above.
  3. How long does it take? Currently, once you are scheduled for an installation (meaning you have called and verified that we can provide service to your location and picked a package), it generally takes about 2 months from start to finish. The installation is done in two major parts, running the fiber from our utility poles to your house (to a NID or network interface demarcation or "gray box" on the outside of your home), and then from the NID to your modem located inside the home. It involves two completely separate teams visiting on different dates.
  4. Will Dig Safe locate my septic, water, electrical to outbuildings, dog fence, etc?  Dig Safely NY will only mark underground utilities, not customer-owned electrical, phone, water or septic. 
  5. Why is my speed test showing slow speeds? Tracking down a slow speed issue can be tricky, but generally falls into a few general issues. First, having an understanding of how Wi-Fi works. Our ONT (modem) can provide managed Wi-Fi services to your home. Wi-Fi is considered "dual band" meaning there are two distinct frequencies used, 2.4Ghz and 5Ghz. The 2.4Ghz band has the ability to penetrate walls and obstacles better than 5Ghz, but delivers data at slower speeds (theoretically 450 to 600 MBS megabits per second but realistically in the 40 to 60 MBS range). The 5Ghz band can send data at up to 1300MBS but over a shorter distance. Your Wi-Fi speed can also be affected by the signal strength or distance away from the Wi-Fi source (ONT/modem), the weaker the signal, the slower the speed. Lastly, and the most common cause is older devices or new devices that have inferior components. A customer recently reported that they could not get better than 40 MBS on their new laptop. The laptop was purchased on sale from Walmart and cost $100. We installed an external USB dual band Wi-Fi adapter and showed the customer that the laptop simply had a poor quality Wi-Fi adapter built in. Using poor quality ethernet cables can also cause gaming consoles to under-perform. To get the full speed on a 1 GBS plan, your device needs to be directly connected to the main modem (hardwired). Very few devices can access a full 1 GBS connection via Wi-Fi.
  6. Can I use my own router? You can; however, it limits our ability to help you troubleshoot if there is a problem.  We recommend using our managed Wi-Fi. 
  7.  Why won't my router work? If your router is more than a year or two old, you may want to consider an upgrade. Many routers are not built to handle streaming TV's and video games, social media, Zoom and remote learning. Again, you get what you pay for when it comes to electronics.  Make sure all your devices are kept up to date and some devices may be faster than others. If you notice issues on one particular device, it could be that the device may need to be upgraded. 
  8. Where will my modem be installed?  We try to place the ONT in a central location in the area of the house near the most internet activity. If you have a large home, you may need to consider adding our mesh extenders. These units create multiple pathways to carry Wi-Fi throughout your home and sync back to your main modem.
  9. Why are there 2 bands for my ONT (modem)? You may see 2-3 Wi-Fi SSID's (Service Set Identifiers) on your Wi-Fi. Generally, you see a 2.4Ghz band and a 5Ghz band for your use. On a service that includes one of our extenders, you may also see another called "Backhaul", which is used exclusively to connect the extender back to the main modem.
  10. If I sign up for phone service, can I keep my phone number?  Yes, we just need to port your old number over.   Please do not cancel your existing service before we can port it over.  If you do we may not be able to retrieve your existing number.