Support

  • Website Link
  • Webmail Link
  • Tech support link
  • Tech Support Contacts
    • EU Main Number
      • (423) 743-1820
    • Tech support email (24-7)
      • Residential Support: support@erwinfiber.com
      • Business Support: businesssupport@erwinfiber.com
  • On-site support (Includes sending a technician onsite after the initial installation)
    • On-site support after the initial installation is available during normal business hours at a rate of $75/hr with a minimum of 1 hour. If Erwin Utilities sends a technician during normal business hours and the problem was with our equipment there will be no charge.
    • On-site support is available nights, weekends and holidays at a rate of $150/hr with a minimum of 1 hour. If Erwin Utilities sends a technician on-site after normal business hours there will be a charge regardless of the cause of the problem.
  • 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.
  • Email
    • Erwin Utilities supplies 1 free email account with your service. We do not require you to take the email if you do not want it. We can also help you create a free email address from places like Microsoft or Google. Your install technician can help you get your email set-up at the time of the install or you can call our helpdesk at the numbers above to get one created.
    • Erwin Utilities only supports web-mail logins for our email service. To access the email service click here.
  • Phone Features
    • Full phone features guide can be downloaded here
    • Online phone access http://voice.erwinfiber.com/
      • All Erwin Fiber voice subscribers can access their voicemail and call records online. Your default login is…
        • Number: <Your 10 digit phone number>
        • Password: <Your 6 digit location number>
          • Your location number is written on the top left hand corner of the installation sheet your Erwin Fiber Installer Left with you.
    • Accessing Voicemail
      • DIAL *15 from your HOME PHONE
        • *if that doesn’t work, please call our 24/7 Tech Support for further assistance
      • ENTER your Passcode (000000) by default
      • ENTER a New Passcode and Confirm it when prompted
      • You can now create your greeting
    • Remote access to Voicemail
      • Once you have your voicemail set-up you can dial (423)388-4794 to check your voicemail from any other phone line. It will ask you for your phone number and PIN.

 

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