Internet and Voice

Keeping you connected with what matters.
Start Service(s)Learn More

ELECTRIC | WATER | WASTEWATER | INTERNET | VOICE

ERWIN FIBER SERVICES

When service reliability matters, choose the best.

We are proud to provide our community with state-of-the-art internet service at an affordable price and backed by local customer services.

We alleviate the pain points that are common with other internet service providers. Keep reading to learn more!

Fiber Pricing and Service Plans

Our fiber services are fast, simple, and local.

FREQUENTLY ASKED QUESTIONS (FAQs)

About Erwin Fiber Internet

What is fiber?

When we say “Fiber” we are referring to the fiber optic cable that Erwin Utilities has hung on poles and is running to your home. Fiber optic cables have very small tubes of glass, smaller than the thickness of a human hair. These fibers carry beams of light over them that blink on and off, similar to Morse Code. This version of Morse Code is translated into 1’s and 0’s on each end so that computers and communication equipment can communicate – or as we say, “talk” with each other.

What makes fiber internet better?

Fiber has many benefits of traditional copper wiring that the cable and phone companies use. It is immune from  electromagnetic interference and electricity, which makes both the speed of fiber optics and it’s reliability much better than copper wiring. Fiber is also “future proof” in that when more speed is needed, you can simply change out the electronics on either end. It is FAST, nothing can even come close to the speed of fiber optics. Erwin Utilities will be installing equipment capable of 1Gbps speeds today, and the capability of even higher speeds in the future. 1Gbps is 10 times faster than the fastest available copper based service available today.

What Internet speeds are available?
  • 200 Mbps
  • 1000 Mbps or “1 Gig”
    Each Internet speed is symmetric, meaning you get the same upload and download speed.
What services are available?
  • Internet and Voice
  • Two packages are available; Voice must be purchased with Internet service.
    • Package 1:  Internet (One of the tiers above)
    • Package 2:  Internet (One of the tiers above) + Voice
What is the cost?
    • 200Mbps (Residential = $49.95) (Business = $59.95)

      1000Mbps “1 Gig” (Residential = $69.95) (Business = $79.95)

      We do not have any “deals” or offers that expire; the price you sign up for is the price you’ll pay.  That means no hassle or surprise price increases!

      There are no router or modem rentals. All services come with a built in router and WiFi. If the router fails, EU will replace it at no charge to you. However, EU will charge the customer if the router gets damaged or lost.

      WiFi is included free with all Internet packages.

      Taxes are only charged for Voice services, which is approximately $4/month. These taxes are charged by the State and Federal government.  We simply pass the tax along to the customer without any added charges.

      Deposits are not required for Fiber service. We do, however, charge a connect fee of $50. The connect fee will be added to your first month’s bill.

Is there an installation fee?
  • Erwin Fiber charges a non-refundable $50 connect fee at time of connection. This charge is added to your first month’s bill.

    In the early day of Erwin Fiber, we charged a “Fiber Pre-pay” which meant customers were charged one month in advance plus a pro-rated amount for the current month. The pre-pay amount varied based on the type and number of services the customer chose.  We found that this was cumbersome and oftentimes difficult to explain to customers, so we changed our policy to charge a $50 connect fee, regardless of the time or number of services chosen.

    Installation of the router and connecting one Internet enabled device is free on the day of the install. Activation of current voice outlets is also included if you sign up for Voice services. There will only be a charge if additional voice outlets are requested or connection of additional Internet devices is necessary.  Please ask a representative if you need information regarding these additional services/charges.

    It is commonly found that internal phone wiring is faulty, especially if the wiring has been in place for a number of years.  Because of this, Erwin Utilities suggest plugging a phone directly into the supplied equipment, which allows your to bypass using your home phone wiring.

About Erwin Fiber Voice Service

Can I keep an existing phone number?

Yes, this is called “porting” your phone number. We will need 7 business days in order to set-up your port. When you sign up for service let us know you want to keep your number. We will either ask you to sign a form giving us permission or record you over the phone giving us permission to port your existing number.

If you are porting a Comcast phone number we also need your Comcast account number and PIN. Comcast requires us to provide this information to them. We must have this information before we start the 7 day porting process or Comcast will not release your number to us.

Your Comcast account number can be found on your Comcast bill.

Your phone PIN can be found online by logging into your Comcast account https://customer.xfinity.com and following the directions found here.

There is no cost associated with porting an existing number. 

Can I request a new phone number?

Yes, just let our Customer Service Representative know that you would like a new number when you are scheduling your install. 

A new phone number is included for free if requested when you sign up for Erwin Fiber.  However, please note that if you are already an Erwin Fiber phone customer and would like to change your number, there is a fee.

What kind of phone features can I expect?

All Erwin Fiber Voice lines include unlimited continental US long-distance. Hawaii, Alaska.

We block all international calls due to fraud potential. If you need to call international, please use a prepaid calling card. We recommend http://www.callingcards.com.

Online phone access is available through one of the two links below: https://portal.erwinfiber.com or http://voice.erwinfiber.com/

All Erwin Fiber voice subscribers can access their voicemail and call records online. The default log in is: 

Number: <Your 10 digit phone number>

Password: <Your 6 digit location number> or <“eu!” + Your 6 digit location number> or <Your 6 digit location number + “eu!”>

For additional assistance with voicemail, please contact our 24/7 Help Desk at (423) 743-1820.

Phone Feature Guide

 

How much is long distance calling?

All Erwin Fiber Voice lines include unlimited continental US long-distance. Hawaii, Alaska.

We block all international calls due to fraud potential. If you need to call international please use a prepaid calling card. We recommend http://www.callingcards.com.

Information/Directory assistance “411” will be charged at $1.30 per-call. 

How can I avoid spam calls?

Below is some information and tips that may help alleviate spam calls. 

Spoofing and Caller ID Scams
Tips to Avoid Unwanted Calls
Call Blocking Tools 
TN FAQs About Robo-Calling and ADADS

Signing Up for Fiber is Easy!

If you are a new customer, the following information is required to establish service(s) with Erwin Utilities. 

 Number 1

Select Service(s)

Choose from our 25 Mbps or 1 Gig speed options and if you’d like voice services, too.

 Number 2

Schedule an Install

One of our friendly customer service reps will work with you to schedule an install

 Number 3

Love Erwin Fiber

Our Erwin Fiber technicians will go above and beyond to ensure you love our service!

Helpful Information for Erwin Fiber Customers

About Installation

Erwin Utilities will bring a fiber optic cable into your house and attach it to a device, which is provided by us as part of the service. This device is called an Optical Network Terminal (ONT) and is very similar to a home router you may already have. Our ONT will connect to your home phones and any Internet capable devices. The ONT will also have WiFi turned on and ready for you to use.

About Billing

All Erwin Utilities and Erwin Fiber services at one service address will be billed on on one monthly bill. 

About Email

We do not offer email but will help you sign up for a free alternative, such as Gmail, at the time of your install.

About WiFi

All Residential Customers are supplied WiFi as part of their service. Your WiFi comes with unique name and password. To see what your WiFi name (SSID) is you can look at the equipment Erwin Utilities installed in your home. There will be a sticker with WiFi SSID and password along with user ID’s (maybe on the side or bottom of equipment). The WiFi SSID and password are also written on the front side of your installation sheet.

If you are having coverage problems with WiFi or getting slow connection speeds as you get farther away from our supplied WiFi give us a call. We will come onsite and do a free wireless site survey and make some recommendations.

Your WiFi may slow down as you add more devices. It actually only works as good as your worst device. If you are having to reboot your router or access point often its probably because of a misbehaving device. Try turning off or not connecting some devices and see if your performance improves. Sometimes an old device or a device that’s to far away can cause everything to slow down.

Different materials in your home block wireless signals. Concrete, block, brick, and metal walls can block wireless signals. Older homes walls often block wireless signals because of the denser materials they are made of. Appliances such as refrigerators can also block wireless signals. Placement of your wireless router is imperative to good signal propagation.
Other household devices can cause interference that will cause problems with your wireless network. Microwaves, baby monitors, cordless phones, or bad electrical connections can cause interference. Interference symptoms can be anything from slower speeds to causing total loss of signal depending on the type and severity of the interference.

Sometimes an additional wireless access point (AP) must be installed to get the wireless coverage desired. Often this requires an additional device to be installed. Erwin Utilities offers an Enhanced WIFI service of $9.95/month. With Enhanced WIFI service we will install an additional WIFI access point to extend your current WIFI range.

Wireless boosters can help with coverage problems but only if they are placed in a good spot. Make sure to put the booster in an area where you have a good signal. If you are having issues with interference of a misbehaving device a booster could make your wireless performance worse. Erwin Utilities does not sell or install boosters, but we lease and install access points. An access point is hard lined to your main router and gives you a separate wireless connection point. 

About Speed Tests

EU does not guarantee any speed especially over WIFI, all speeds are “UP TO” advertised speed.

For detailed information on how speed tests work and what you can do to get a good speedtest read this article from the folks over 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 speed test. WIFI is not capable of supplying 1Gbps only hardwired connections will achieve it. It is also difficult to achieve 1Gbps on a hardwired connection especially if the computer you are using is not very new.

Even hardwired devices might not get even close to 1Gbps. Often this is due to the devices network interface card. Many computers only have a 100Mbps network card. That means the maximum speed it is capable of is 100Mbps. Some device have even slower network cards of 10Mbps.

Requests for onsite service calls for not getting a speed test of subscribed service will result in a service charge. However if you think that your service is not performing as it should and think there is an issue give us a call. Generally it’s an issue with wireless devices or range.

If you are having buffering issues while watching something it’s almost never a speed issue its almost always either WiFi or a problem with the website you are visiting. Check out our WiFi section below for more info.

Please refer to our Terms of Service for more detailed information: https://www.e-u.cc/fiber/tos/

About Service Calls

Erwin Utilities charges $75 per hour during business hours and $150 per hour for afterhours for onsite service fees.

 

About Relocating Equipment

Erwin Utilities charges the normal service call fees if you would like us to come onsite and move your equipment.

About Our Terms of Service

Erwin Utilities has designed an Acceptable Use Policy (“AUP”) and Terms of Service (“TOS”) in order to encourage the responsible use of Erwin Utilities and Erwin Fiber’s networks, systems, services, web sites and products (collectively, “the service”) by our customers and other users of the Erwin Utilities Internet/Voice Service (collectively, “Users”), and to enable us to provide Users with secure, reliable and productive services. 

By using Erwin Utilities service, Users consent to be bound by the terms of this AUP and TOS. Failure to follow or not accepting these terms may result in termination of service. The AUP and TOS are considered non-exclusive. Erwin Utilities reserves the right to modify the AUP or TOS at its discretion at any time. Such modifications will be effective when posted. Any use of the service after such modification shall constitute acceptance of such modification. 

Customer service is superior to other internet companies. Staff from first call to all steps of installation was professional and friendly! So happy to see you serving our area!

- Erwin Fiber Customer

Fiber Feedback: Why It Matters

As your Internet provider of choice, we strive to fulfill our mission in keeping everything about your Erwin Fiber connection fast, simple and local. This is why feedback on your recent Erwin Fiber sign up and install experience is so valuable to us.

We hope you will take a few moments and let us hear how we’re doing by completing a brief survey. The survey should take less than 5 minutes to complete. In appreciation of your time, your name will be included in our monthly drawing for a $49.95 account credit.  Just simply include your Erwin Utilities account number when prompted at the end of the survey.