FB Fiber Frequently Asked Questions (FAQ)
How is fiber different than other broadband services?
Fiber Internet has become known as the gold standard for residential and business Internet connections. Fiber offers much faster speeds over longer distances than traditional copper-based technologies like DSL and cable. Whether you're watching a movie on Netflix or video chatting with family across the globe, with the right equipment to support your fiber-speed connection, your experience will be seamless and quick. Fiber also offers the lowest latency available so gamers will enjoy a higher quality connection with less jitter and lag.
Fiber Internet truly offers solutions at the speed of light. Data is sent on fiber optic cables via pulses of light, so the signal is very fast. Unlike other "high-speed" platforms, you're not sharing bandwidth with others outside of your home. So it doesn't matter what your neighbors are watching, playing, or doing; you have your very own high-speed highway coming right into your home.
Why is the service not available in my area?
One disadvantage of fiber Internet service is the significant cost to build the lines, especially in rural areas. While FBEMC already has a substantial backbone to serve fiber Internet in Madison County we must build the new service to each individual neighborhood in order to deliver service. This process will take some time and we must first establish ourselves in more populated areas in order to have enough recurring funds to afford to build out to our more rural customers. Don't worry though, our long range goal is to cover as many of our members in Madison County as possible!
How much does the service cost and what areas do you serve?
Pricing and service details can be found by clicking here. Our Coverage Area page gives specific information on which areas we serve as well as the next areas we are proposing for deployment.
Do I need my own router to use the service?
No! We provide you with a free, high quality wireless router at installation that connects directly to our fiber network. Our router uses both 2.4Ghz and 5Ghz wireless frequencies to ensure the highest performance and coverage possible. The router also comes with 4 wired network ports so you can connect directly to any of your devices if necessary.
How can I get WiFi coverage throughout my home?
In most cases our WiFi router can reach most areas in your hom. However, in some cases, an extender is necessary to improve the signal in all rooms and on different levels. FB Fiber offers a small WiFi extender made specifically to work with your existing router. For just $5/month this device allows you to seamlessly extend coverage throughout your home. We also provide free professional setup and installation. Call or email us to improve your WiFi experience today!
Does French Broad Fiber have data caps or monthly data limits?
No! Our service offers true unlimited data so your connection will always be the same speed throughout the month no matter how much you use your service. There are never any overage charges, you only pay the fixed monthly cost for your chosen level of service.
How much does the service cost?
For detailed information about monthly charges, and a complete list of the services we currently offer, please visit our pricing page.
My speed tests are not giving me the speeds I am subscribed to.
FB Fiber does not guarantee any speed, especially over WiFi. All advertised speeds are "UP TO" advertised speed. For detailed information on how speedtests work and what you can do to get a good speedtest, checkout this article at speedtest.net http://www.speedtest.net/insights/blog/are-you-gigabit-ready-17-tips-to-help/.
1Gbps service is so fast it is extremely difficult to achieve that speed, even on a speedtest. WiFi is also not capable of supplying 1Gbps of bandwidth. Only hardwired connections are capable of 1Gbps and, even then, it is difficult to achieve 1Gbps unless you are using a newer computer.
Speed tests also depend on several different factors including: traffic on your network from other devices, other traffic from your computer, Internet traffic as a whole at that given
time and traffic on the site hosting the test. For additional tips to maximize the performance of your service please see our WiFi Tips sheet.
Requests for onsite service calls for not getting a speed test result of full subscribed service will result in a service charge. However, if you think your service is not performing as it should and believe there is an issue please give us a call. Generally, it is an issue with wireless devices involving interference or range.
An excellent resource for determining your WiFi speeds based on the device you are using may be found at https://speedtest.xfinity.com/devicespeeds. Just type your device make and model in the search box at the top to see the results.
Do you offer email?
No we do not offer email service to keep our costs as low as possible and because there are so many great free email services already available. We recommend Gmail, but other quality services include Outlook.com and YahooMail.
Will you be offering TV service?
TV service will not be offered by French Broad Fiber at this time.
- Phone Releated Questions -
How much does long distance cost?
All French Broad Fiber Phone lines include unlimited US long distance in all 50 states and Canada. Information/Directory assistance "411" and operated assisted calls "0" are not available to keep down costs. We also do not offer international calling so you will need to use a calling card if you need to make international calls.
Can I keep my existing phone number?
Yes! We can port your existing number to French Broad Fiber. The porting process generally takes 7-10 business days to complete. When you sign up for service, let us know if you want to keep your existing number. You will then be required to sign a form giving us permission to port your number. Please do NOT cancel service with your existing phone provider until AFTER we have ported your number to our service.
Does porting my phone number cost anything?
No, the porting process is free so all you pay for is your monthly phone service.
Can I get a new phone number?
Yes, just let us know during signup and we can provide you with a local 828 number.
Will my charges be on my existing Utility Bill?
Yes! All French Broad EMC services provided at one location will be billed on your standard electric bill.
Does the system work with in-home security systems?
It depends on which system you have but VoIP phone systems like ours do not currently work with ADT. Please contact your security system provider and ask if it is compatible with VoIP phone service.
Does the system work with Life Alert medical devices?
Unfortunately Life Alert is not compatible with VoIP phone systems like ours. However, there are a few other options that do work with our system and our technical team can provide you with the names of those companies and their contact information if necessary.