Q. Will Fiber Connect provide content with my subscription?

A. No. Fiber Connect provides the network by which subscribers can stream video content, via the internet, direct to their televisions. You do not need a cable or satellite subscription to view television channels (live and recorded) and movies. Fiber Connect's technicians are available for an initial consultation on how to set up your television to stream content from services and apps (free and paid) such as Netflix, Hulu, Hulu With Live TV, Sling TV, DirectTV Now, Amazon Prime, Acorn, CBS All Access, HBO Now, Showtime, PBS, YouTube TV, etc.

Q.How do Streaming services work with my TV?

A. A device such as a Roku Stick, Amazon Fire Stick or an Apple TV connects the TV to the internet via WiFi. Once connected, content can stream over the internet to your TV. You will need a device for each TV. With the device attached to your TV, you will be able to browse channels directly on your TV screen. If you have the latest in a smart TV, you may not need one of these devices.

Q. What on-premise equipment will Fiber Connect provide subscribers; is there a separate fee paid monthly for this equipment?

A. Fiber Connect will provide a free ONT (Optical Network Termination a.k.a.modem). There are no monthly rental charges for the ONT.

Q. Will Fiber Connect's digital phone service allow me to drop my landline?

A. Yes. Fiber Connect's digital phone service can replace your landline and you can keep your current phone number. The LNP (Local Number Portability) form that we email to you to fill out and return with a recent (within the calendar year) copy of your phone bill with land line number verifies your phone number and the account holder plus authorizes Fiber Connect to be your local service provider. Once Fiber Connect has both, we contact your telephone carrier for a date for the switch of your current phone number to us. Typically, this switch occurs within 7 to 21 days from the date of the request. Check here for what Fiber Connect offers in digital phone service.

Q. Will I still get a bill from my telephone carrier once I've switched?

A. In requesting to port your phone number, Fiber Connect is effectively cancelling your land line service with your current carrier. However, we do recommend following up with your former carrier after the number ports.

Q. Does Fiber Connect's Digital Phone Service include local and long distance calling?

A. Yes. You have unlimited domestic calling (in and outgoing) and competitive international calling. International calls are billed at the end of the month per minute. The billable rates vary depending on where you are calling. If you wish to know the rate, email the phone number to support@bfcma.com and we’ll respond with a minute rate.

Q. Does the $29.99/month digital phone service include taxes?

A. No. Taxes will be in addition.

Q. Will Fiber Connect's Digital Phone Service allow for hooking up cordless/analog phones?

A.. Yes. Whatever your current phone is, it will work with Fiber Connect's digital phone service.

Q. What other Fiber Connect services can I add to my subscription?

A. Uninterruptible Power Supply to your ONT for $9 per month added to your billing. Fiber Connect provides the backup unit plus surge protector (an Li-36 Micro UPS), one battery, 24/7 monitoring plus service and replacement of the unit, if needed. There is no install fee. See more below on the advantages to a UPS service. Watch a video on UPS here.

Q. What are the advantages to having an Uninterruptible power supply service?

A. If your premise loses electricity, the UPS unit attached to your ONT will continue to provide the power to keep you connected to the internet. Fiber optic networks are not affected by electrical outages. Your battery-operated devices (laptops, tablets, smartphones, kindles etc.) will be able to continue to use Fiber Connect's WiFi signals for a proper shut down (up to 30 minutes) or, if you need longer, Fiber Connect can adjust the power shedding of your ONT to keep you online for additional hours. Under the right conditions, a UPS with one battery pack powers for a maximum 10 hours. Fiber Connect's digital phone service will continue to operate if you have an analog or plain old telephone you can plug directly into your ONT. The UPS unit with its one battery pack will keep your phone operating for up to 10 hours.

Q. What can I expect from Fiber Connect in trouble-shooting and emergency assistance?

A. Fiber Connect will first decide if the problem can be fixed remotely. If not, a crew will be dispatched to your premise, or to the pole affected, for on-site repair. Fiber Connect's customer service record attests to the company's rapid response to subscribers' requests for assistance. In the event of a major disruption of service, Fiber Connect has subcontractors available to assist with repairs. If you need on-site assistance with technical issues such as setting up and connecting your devices to Fiber Connect's network, maximizing your connection speeds especially if you're using WiFi, enabling streaming, and general troubleshooting with your PC or MAC, then phone Tech Support 413.429.4555 to schedule an appointment, or email support@bfcma.com to open a ticket. Find a list of tech services offered here. Tech support is a separate billable charge with a one-hour minimum (in 30-minute increments thereafter). Find hourly rates for senior and junior-level general IT, IT equipment support/repair, and our remote customer help-desk technician here.

Q. Why am I not getting the speed stated in my subscriber package?

A. The speed at which you access the internet is determined by the slowest link in the data chain leading to your computer. The age of your device (computer/TV/router) can be one of the biggest contributors to slower than expected speeds. The solution, if possible, is to upgrade your hardware. Another big contributor to slower than expected speeds is connecting devices, such as your smartphone, via WiFi. A solution is to purchase and install radio nodes in rooms furthest from the ONT to boost the WiFi signal. Finally, if you encounter a slower download from a website, it is likely due to the website controlling the maximum download speed of individual users.

Q. What happens to my speed when I connect using WiFI?

A. WiFi is not a great or reliable technology. There are several WiFi protocols that run different frequencies and carry various maximum speeds. The newer protocols are faster but lack range so, as you move further away from your signal's source (ONT or modem), you'll experience diminished quality.

WiFi can suffer interference from a wide range of household devices from cordless phones to microwaves. Walls - plastered with underlying support wires and concrete - will negatively affect your signal. If your signal source is located on a different floor from the device(s) you're using, your signal quality suffers. Even mirrors can interfere with your signal.

The environment also affects WiFi. For example, humidity can play a role as can obstruction from foliage.

WiFi operates in unlicensed frequencies that tend to get congested and this congestion will slow your signal.

With Fiber Connect's 1Gbps you can run WiFi capable of 2.4Ghz or 5Ghz. The slower 2.4Ghz will take over when you're out of range for the faster 5Ghz. To be able to operate with the faster WiFi from anywhere within your premise, you can set up a mesh network that will closely position antennas in other rooms and on other floors. Or, if you need to increase range to a single area of your premise, you can use a single WiFi Extender. Doing this will help assure you a seamless, strong, high bandwidth WiFi signal capable of 100+ Mbps.

Fiber Connect's IT Technicians are available by appointment to help with setting up either a mesh network or a WiFi Extender. Contact support@bfcma.com or phone 413.429.4555.

Q. Fiber Connect offers Wi-Fi 6 AP (access point) on a monthly lease. What is this and what can it do to improve my premise’s Wi-Fi?

A. Wi-Fi 6 (802.11.ax) is the latest generation of Wi-Fi technology. Depending on your home or business environment, it can boost the reliability and speed of your Wi-Fi. If you want to add more smart home devices, Wi-Fi 6 APs (access points) with their mesh capability can handle it without visibly slowing down your internet experience. Wi-Fi 6 APs are also considered better for consistent streaming of 4K/8K resolution video. Check out Wi-Fi 6 AP lease cost. If you wish to know if your premise can benefit from leasing one or more Wi-Fi 6 APs, contact support@bfcma.com or phone 413.429.4555.