Frequently Asked Questions

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.

There are still some areas within ECFiber’s original 24 towns that are under construction. Our goal is to have these towns completed by the end of 2020. Please visit our map, and check the availability status at your location. There are also several new towns that have been added to ECFiber recently and we are still in the early stages of planning. The best plan of attack for customers in the newly added towns is to fill out our online Subscription Form here, and ECFiber will notify you of the build progress.

 

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. Residential phone service will remain at the normal rate of $25 plus taxes.

Home security systems can be compatible with digital phone service. You are advised to contact your local home security professional for more information.

 A Nonstandard Connection is when the distance from your premises to the ECFiber lines is over 400 feet. There a charge of $1 per foot for additional footage aerial or underground. After reviewing the quote if you would like to move forward with our service please send us a deposit for 50% of quoted amount.

    • You may call our office at 603 to make a deposit over the phone (credit card transactions will be charged an additional $4.00 for processing fee).
    • If you would prefer to pay by check please include a notation on the check describing the purpose. Please send check payments to 415 Waterman rd, South Royalton Vt 05068.

 

If your current conduit is not usable or none is present, and installation is required:

  • You MUST call DIGSAFE (811) first! It is the law! They will mark phone/electric paths for free.
  • Conduit should go from your utility pole to your house where the utilities boxes are located.
  • Conduit must be a minimum of 1.5″ diameter for distances under 400 feet. Anything longer than 400 feet 2″ diameter conduit should be installed. Conduit should be “schedule 40 electrical” (not water pipe), and use long sweeps (not elbows, “LB’s or “L” shaped turns)
    • Fiber can not be bent at harsh angles as it will cause a poor signal and will break.
  • Conduit must come up at least 1.5 – 2′ above grade at both the house and pole as well as secured to the pole and to house. Also, conduit on pole side must come up in the same quadrant as existing services.
  • Conduit should be trenched 18″-24″ deep. Install tracer wire on the conduit for Dig Safe as ECFiber does not use “toneable” cable.
  • If it is necessary to connect two sections of conduit you must be sure NOT to glue the interior pull string to the conduit when you glue together two sections
  • Conduit should have a 210-250lb tensile-strength pull string installed
  • Tie the pull string around the conduit and place a cap over the ends of the conduit to prevent water from entering
  • Distances greater than 400′ should have a ‘pull site’ every 500′. Please call the office and consult with the Out Door Crew for requirements.
  • No weather heads please. There is too high a risk for fiber to break and interrupt service.

What level of service is right for you depends on how you will use the Internet.

Light users: e-mail, receiving/sending photos, video or music files occasionally, using Skype to communicate conversationally: ECFiber “Basic” service (25 Mbps) should be sufficient.

Medium users: e-mail, receiving or sending several (up to 3) video or music files, or 10 photos at a single time; having one person watching a Netflix, or similar on-line video service, while someone else is using the Internet for other purposes: ECFiber “Standard” service (100 Mbps) should be sufficient.

Heavy users: Gamers, videographers, graphic designers or others receiving or sending very large files, sharing large files in real time, remote real-time music performance, streaming HD video: ECFiber “Ultra” service (300 Mbps) is essential.

If you want really, really fast, check out our Wicked (800 Mbps) Service.

Service Levels Above Our Standard Package:
– For most devices to be able to utilize the full level of service ECFiber will be providing you, your devices will require hardline connections with ethernet cables to be able to transmit and receive at speeds above 200mbps.
– To be able to utilize the full level of service you signed up for “WIRELESSLY” you will need to potentially upgrade your Network Interface Card within your personal device. 

 

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 you do not have a router when the technician turns on service at the household, technicians stock routers available for purchase. However, ECFiber strongly recommends purchasing a router from a retail outlet or online store so that you has access to any support or warranty the seller or manufacturer may offer.

If you needs help setting up your router, the ECFiber installation technician will perform a basic configuration of the router to get you 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.

An ECFiber residential phone is $25.00 *plus applicable taxes 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

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.

Home security systems can be compatible with digital phone service. You are advised to contact your local home security professional for more information.

All ECFiber customers receive a back up battery that will supply customers with up to 12 hours of telephone service. For the battery back up to work customer MUST have a cord phone for their base unit (the phone that is directly plugged into ECFiber box).

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.

No. Calling E911 when it is not an emergency could create unnecessary legal issues for you.

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.

No, in most circumstances cellular phone numbers cannot be transferred from a wireless provider to our service.

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

To cut down on annoying calls, ECFiber recommends you enter your telephone number in the National Do Not Call Registry (www.donotcall.gov). ECFiber is also compatible with NomoRobo. To enroll in NomoRobo visit their website, NomoRobo.com, and create an account. There is  guidelines and prompts, but if you are unsure if you have setup your account and are protected please call the ECFiber office at 802-763-2262, and a technician can assist you.

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.

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.

No, calls are archived for 3 months.

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.

The most common back-up for loss of wire line 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) ECFiber 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.

The current phone jacks in your home may or may not be compatible with ECFiber service. The best time to determine this is during the time of your initial install. If an ECFiber technicians is able to determine the phone jacks are compatible they will be able to get the jacks up and running for you. If they are not compatible we have two recommendations. Our first and most practical recommendation is having a CORDED phone plugged into our hardware and multiple CORDLESS phones throughout your home. An alternative to this is you can contact a local electrician to rewire your home, but this can become pricey.

We prefer customers plug directly into our equipment, and if there is a need for multiple phones throughout the house we recommend using cordless phones.

By you plugging your phone system directly into out our equipment it will reduce the risk of static echo noise or shorts. Also ECFiber is unable warranty your internal wiring because it is not something we installed and are unaware of the condition of the internal wiring of your home.

The short answer is that we do not, but all of our service tiers are fast enough to let you enjoy the many streaming services currently available.

Currently, there are five leaders in live streaming services: Philo, Sling TV, Hulu  Live TV, Fubo TV, YouTube TV, AT&T TV Now, Vidgo. These offer an experience similar to that of cable television, usually including a guide grid and some form of DVR (recording) service.

For more specific information about a variety of streaming applications, appropriate devices, and choosing a provider based on your viewing preferences, please reference the links below:

The Ultimate Guide To Cable Alternatives 
(A comprehensive guide to give view of all the options out there to use in place of cable. Most sections will link into articles with more in depth coverage.

Suppose TV
(Suppose compares billions of combinations of TV services and finds the best for you)

If you are just starting out on your TV Streaming journey, I recommend you take a look at out guide titled “How To Switch To Online TV Streaming.” Also, be sure to check out their tips to ensure you save money switching to online TV Streaming.

These are the major streaming services that provide alternatives to broadcast or cable television:

Netflix

DirecTV Now

Hulu

Sling TV

PlayStation Vue

YouTube TV

Unless you have a “Smart TV” that has built in WIFI capabilities you will need to purchase additional equipment to be able to steam TV. These are the most popular hardware devices you can use to connect your television to your ECFiber Internet service:

Google Chromecast

Apple TV

Roku

PlayStation

Note: Most new model televisions “Smart TV’s” may have video streaming capabilities built-in.

Please visit the web-link https://www.suppose.tv/to find the perfect device for you. Choose all of your favorite TV shows, Sports events, local channels, and movies to find which device is best suited for you.