FAQs

/FAQs
FAQs 2016-11-22T21:53:41+00:00

Frequently Asked Questions

After I subscribe, how long does it take to get connected?
If you are in our current service area we can connect you quickly if you have a standard aerial drop (the line from the nearest utility pole to your premises will be 400 feet or less) – usually within a week or two at your convenience.  If you require an underground connection, that will take longer.  Please read “How to Get Connected” for further details.

What happens to Internet and telephone service during a power outage?
As part of the installation process, ECFiber installers connect a battery back-up for your phone so you will continue to be able to make calls in the event of a power outage. These batteries will last from 6 – 8 hours depending on how much calling a subscriber does during the outage, the condition of the battery and the nature of the equipment. After the battery runs out, phone service will be lost until power comes back on or some other source of electricity is found.
ECFiber can provide larger batteries at additional cost, or you can add supplemental emergency power sources on your own. ECFiber’s battery back-up will NOT supply back-up power to the router or to a telephone set.  If you want to keep the router working during a power outage, you will need to purchase a UPS (uninterrupted power supply), available at any electronics store (Staples, Best Buy, etc.).  UPS are available that last for different lengths of time.

How can I assure continuing telephone service during a power outage?
The most common back-up for loss of wireline telephone service is temporary reliance on cellphones. However, many locations in ECFiber territory do not have good cellphone reception. Assuming that cellphone service is not sufficiently reliable to provide back-up to ECFiber wired service, there are a number of other options available to our subscribers:

a) ECF can install a slightly larger battery at an estimated cost of $100 which will provide up to double the life of the principal back-up battery or an even larger battery with up to three times the life of the principal back-up battery at an estimated cost of $150.

b) Subscribers can plug the battery into a back-up generator. The cost of this varies enormously: i) if you already have a generator, the extra cost is virtually zero; ii) if you buy one for this purpose only, the smallest and cheapest will do fine. The advantage is that such generators can be used for many other things.

c) You can buy a standard “emergency battery” pack of the kind used for emergency jump-starting a car. These normally have a standard 110 outlet into which the ECFiber network battery can be plugged. Depending on the size of the battery pack and its condition this could extend the life of the network battery by up to 8 – 24 hours. Alternatively, you can buy an inexpensive inverter and attach it to a car battery and plug the ECFiber battery into that. This will have similar effectiveness as the emergency pack.

Do I need a router to use the Internet service? Will ECFiber supply a router?
It will depend on the location where the service is to be provided, but when you are contacted to schedule installation you will be notified if you will need a wireless router of your own. If you do need a wireless router they can be found at electronics and office supplies stores such as BestBuy or Staples, or online at any number of sites. If the subscriber does not have a router when the technician turns up service at the household, technicians stock emergency routers available for purchase. However, ECFiber strongly recommends purchasing a router from a retail outlet or online store so that the subscriber has access to any support or warranty the seller or manufacturer may offer. Sites such The Wirecutter offer independent reviews for networking equipment such as wireless routers, which may be of help.

If the subscriber needs help setting up their router, the ECFiber installation technician will perform a basic configuration of the router to get the subscriber up and going. The technician will ensure that a wireless device (such as a laptop or smartphone) can connect to the wireless router and get Internet, but the subscriber is responsible for connecting all other devices.

I am here only part of the year. Can I arrange for temporary suspension of my service?

SEASONAL SERVICE SUSPENSION POLICY

ECFiber will permit a seasonal disconnect of Internet service once during a calendar year. During the time of suspension the customer will be charged the $8 ONT Rental Fee. There will be a $35 re-connection fee upon return of service. Phone service will remain at the normal rate of $20 plus taxes ($23.54 total at this time).

Can the service be used with a home alarm system?
Home security systems can be compatible with digital phone service. You are advised to contact your local home security professional for more information.

What is included with ECFiber phone service?
An ECFiber residential phone is $20 and it comes with unlimited local and long distance calling services and a big list of features:

Unlimited local calling including calls to toll free numbers (800,866,877,etc.) Speed Call Short Call Barring-Long Distance
Unlimited long distance calling within the U.S. and Canada Anonymous Call Rejection Call Barring-International
International calling billed per Exhibit Call Forward-variable Call Barring- 900 Calls
CNAM (includes Caller ID with number and name) Call Forward-find-me-follow-me Automatic Recall (*69)
Call waiting Remote Access to Call Forwarding Auto Callback to Busy Line (*66)
Call waiting with Caller ID Web Selfcare Portal Caller ID with number
3-way calling Call Barring-All Call Block

Voice mail is $3.00 and you can choose to receive an audio file of your voice mails attached to an email so you never miss your voice mails.

Can I keep my current phone number if I subscribe for ECFiber’s phone service?
If a subscriber requests phone service and is happy to have a new phone number assigned, that phone number can be set up within 48 hours.  If a subscriber prefers to retain her/his phone number, it takes up to 10 days to transfer that number. Customers should NOT disconnect their current phone number prior to the transfer date.  ECFiber staff will inform you when the transfer is complete, so that you can contact your former telephone service company to make sure that they will no longer bill you for service.

How can I assure continuing telephone service during a power outage?
The most common back-up for loss of wireline telephone service is temporary reliance on cellphones. However, many locations in ECFiber territory do not have good cellphone reception. Assuming that cellphone service is not sufficiently reliable to provide back-up to ECFiber wired service, there are a number of other options available to our subscribers:

a) ECF can install a slightly larger battery at an estimated cost of $100 which will provide up to double the life of the principal back-up battery or an even larger battery with up to three times the life of the principalback-up battery at an estimated cost of $150.

b) Subscribers can plug the battery into a back-up generator. The cost of this varies enormously: i) if you already have a generator, the extra cost is virtually zero; ii) if you buy one for this purpose only, the smallest and cheapest will do fine. The advantage is that such generators can be used for many other things.

c) You can buy a standard “emergency battery” pack of the kind used for emergency jump-starting a car. These normally have a standard 110 outlet into which the ECFiber network battery can be plugged. Depending on the size of the battery pack and its condition this could extend the life of the network battery by up to 8 – 24 hours. Alternatively, you can buy a cheap inverter and attach it to a car battery and plug the ECFiber battery into that. This will have similar effectiveness as the emergency pack.

d) You can subscribe to the bare minimum “dial-tone only” service from FairPoint as an emergency back-up for ECFiber service. The lowest such service is around $18/month. On the rare occasions when you would use it, FairPoint charges by the minute for actual usage, so this should only be used for emergencies when ECFiber service is out. ECFiber’s low cost unlimited service plus FairPoint’s “dial-tone only” would still be cheaper than FairPoint’s price for service comparable in scope and services to ECFiber. Such a solution would, of course, be more secure than either ECFiber or FairPoint by themselves.

Will I still be listed in the phone book?
Yes.  Your directory listing can be Listed, Non-Listed, or Non-Published.  If listed, it will be printed in the directory local to the phone number, not the address.

Will I be able to make E911 calls in case of an emergency?
Yes.

Do I need to test E911 dialing after setup?
No. Calling E911 when it is not an emergency could create unnecessary legal issues for you.

Can I send faxes with digital phone service?
Successful faxing is largely dependent upon the Internet speed and model of fax machine. The upload/download speed should be no less than 256k. Fax machines with an Ethernet port work with greater consistency than older models.

Can I transfer my cellular phone number to ECFiber service?
No, in most circumstances cellular phone numbers cannot be transferred from a wireless provider to our service.

Can a ringmaster number be transferred to ECFiber service?
No, the ringmaster number must be converted to a regular phone line by the existing carrier before it can be transferred.

How can I stop unsolicited or unwanted callers from reaching my line?
To cut down on annoying calls, ECFiber recommends you enter your telephone number in the National Do Not Call Registry (www.donotcall.gov). If you find that some callers still make it through, we recommend signing up for a free service called Nomorobo. ECFiber customers can use Nomorobo‘s robot call blocking service; however, ECFiber does not provide support for Nomorobo’s services. You may also block up to 10 numbers using our web-based phone portal.

What happens if a telephone number cannot be transferred to ECFiber?
If for some reason we are unable to transfer an existing number, we will contact you so that the order can be clarified or terminated.

What is the maximum length of a voicemail message?
The voice mailbox allows up to a total of 10 minutes of voice messages.  Once the mailbox gets to 10 minutes, all new messages will be blocked. Each individual message can be up to 1 minute in length.

If I add someone to my call block list, what will the blocked caller hear when they call me?
A busy signal.

Can calls be erased from the call log?
No, calls are archived for 3 months.

What is the cause of choppy calls and is there anything that can be done to fix this?
Choppy calls are usually caused by problems such as high latency or packet loss – which can occur outside ECFiber’s network. They are usually temporary. High latency is when it takes too long for the data to be transmitted over the Internet connection.  Packet loss is when information is lost over the Internet connection.  Either symptom can be caused by Internet Service Provider (gmail, yahoo mail, aol, etc.) problems, Internet congestion, or heavy bandwidth usage at your location, such as online gaming or file sharing.  You can determine if there is any problem by conducting an Internet speed test.