FAQ

FAQ – Frequently Asked Questions

  • What Internet speeds will be available?
    • 25Mbps
    • 1000Mbps “1 Gig”
    • Each Internet speed is symmetric, meaning you get the same upload and download speed.
  • What services will be available?
    • Internet and Voice; we will not be offering Cable services at this time.
    • 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
  • How much will it cost?
    • 25Mbps (Residential = $49.95) (Business = $59.95)
    • 1000Mbps “1 Gig” (Residential = $69.95) (Business = $79.95)
    • Voice Line (Residential = $24.95 per line) (Business = $34.95 per line)
      • 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, bill one month in advance for all services. This means your first month bill will be for your next month’s service plus the pro-rated amount of your first month’s bill. On your first bill you will see a “PREPAY” item that is this advanced payment. This will only show up on your first bill.
  • Do you charge an install fee?
    • 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.
  • My cellphone service is 2GB but your internet is only 1G, what’s the difference?
    • This is a common misconception we get asked about. Your cell phone company will often have what’s called a “data cap”. That means once you download a certain amount of information they will charge you an additional fee. Erwin Fiber has no data cap.
    • When we say 1Gig we are talking about the speed at which you can download information. 1Gig is 1billion bits per second, your cell data cap might be 2GB which means 1 billion bytes. So with our 1Gig service you can download 2GB of data in 16 seconds (1 byte = 8 bits). That means if your cell phone was as fast as our service you could blow through your data cap in only 16 seconds!
    • Our friends over at the cable company have a data cap of 1TB which is 500 times more than 2G. Doing that math, if their service was as fast as ours you could blow through their data cap in a little over 2 hours!
    • Please refer to our Terms of Service for more detailed information: http://www.e-u.cc/fiber/tos/
  • All customers previously signed up for 100Mbpsservice have been automatically upgraded to 1Gbps service, free of charge!Why are we doing this?
    • Our goal when starting Erwin Fiber was to deliver the fastest most affordable internet service. We have been very successful thanks to our customers. This is our way of giving something back.
    • It’s also something to be proud of. Not very many cities have access to broadband that is as affordable, fast, and just plain good as we have right here in Unicoi County. We can now say we have the cheapest 1Gbps internet in the state!
  • My speed tests are not giving me the speeds I am subscribed to.
    • EU does not guarantee any speed especially over WIFI, all speeds are “UP TO” advertised speed.
    • For detailed information on how speedtests 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 speedtest. 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 speedtest 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: http://www.e-u.cc/fiber/tos/
  • 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 thats 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 can perform this work but it may result in a service charge. Your technician will discuss these charges with you before any work is performed or charged.
    • 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 do sell and install access points. An access point is hard-lined to your main router and gives you a completely separate wireless connection point.
  • How much is long distance?
    • All Erwin Fiber Voice lines include unlimited continental US long-distance. Hawaii, Alaska, and International rates can be found by clicking here.
    • Information/Directory assistance “411” will be charged at $1.30 per-call.
  • I already have a phone number, can I keep that phone number and move it to Erwin Fiber?
    • 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.
    • 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.
      • You Comcast account number can be found on your Comcast Bill
      • You Phone PIN can be found online by logging into your Comcast account https://customer.xfinity.com and following the directions found here.
  • Does porting my phone number cost anything?
    • No, porting is free all you pay is our regular monthly fee.
  • Can I get a new phone number?
    • Yes, just let us know during your signup you would like a new number.
  • Does getting a new phone number cost anything?
    • No, but only for a new install. If you are already an Erwin Fiber phone customer and would like to change your number there is a fee.
  • Will it be on my existing Utility Bill?
    • Yes – all Erwin Utilities services rendered at one location will be billed to customers on one bill.
  • Will you be offering cable TV?
    • Cable/video services will not be offered by Erwin Utilities at this time.
  • What areas will be served?
  • How can I sign up?
    • Click here to signup online
    • Call us today 423-743-1820
  • When will service be ready?
    • Phase 1 installs began March 2015.
    • Phase 2 installs began March 2016.
    • Phase 3 installs began December 2016.
    • Phase 4 installs began August 2017.
  • I am not in the areas available, when will I be ready?
    • If you would like Fiber services in your area, we encourage you to tell your family, friends, and neighbors about our project, especially if they already live within the pilot area. We are taking names of people who are interested in Fiber services, even from those who are not in the completed areas.  This will help us determine when and where to build out to next!
  • Below is a video on our installation process

  • Below is a video detailing how we connect your home telephone to our voice service.

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