Frequently Asked Questions

About Fiber Internet

What are fiber's speed capabilities and benefits?

Fiber internet offers:

• Speeds from 100 Mbps to 10+ Gbps
• Consistent performance regardless of distance from provider
• Future-proof technology that can be upgraded without replacing cables

What can you do with fiber that you can't reliably do with Starlink?

Fiber's superior latency and consistency enable:

• Real-time gaming with minimal lag
• Professional video conferencing without dropouts or delays
• Live streaming with consistent upload speeds
• VoIP phone calls with crystal-clear quality
• Remote work applications that require low latency
• Multiple users without performance degradation
• Consistent performance regardless of weather conditions

How does fiber compare to Starlink in terms of reliability and cost?

Fiber offers significant advantages in both reliability and operating costs:

• Weather reliability: Fiber works in all weather conditions, while Starlink can be disrupted by heavy rain, snow, or storms
• Power costs: ONT uses ~12 watts vs. Starlink's ~75 watts at Hoonah's 51¢/kWh electricity rate:
  • Fiber ONT: 12 watts × 24 hours × 30 days = 8.64 kWh/month × $0.51 = $4.41/month
  • Starlink: 75 watts × 24 hours × 30 days = 54 kWh/month × $0.51 = $27.54/month
  • Monthly savings: $23.13 | Annual savings: $277.56
• Consistent latency: Fiber maintains 1-5ms latency, while Starlink varies from 20-100ms+ depending on conditions
• No jitter: Fiber provides stable connections, while satellite internet can have variable delays that affect real-time applications
• No obstructions: Trees, buildings, or snow buildup can't block fiber signals like they can with satellite dishes
• Maintenance: Fiber requires minimal maintenance vs. regular dish cleaning and alignment for Starlink
• Network congestion: More users can cause variable delays
• Impact on applications: High jitter causes choppy video calls, gaming lag, and poor VoIP quality

Installation Process

What does the installation process involve?

The step-by-step installation process includes:

1. Site survey: Technician evaluates your property and determines best installation method
2. Permits and approvals: Any necessary permits are obtained
3. Fiber drop installation: Fiber cable is run from the main line to your home
4. Entry point creation: Small hole drilled for fiber entry (usually near electrical panel)
5. ONT installation: Optical Network Terminal mounted inside your home
6. Router setup: WiFi router connected and configured
7. Testing and activation: Service tested and activated

What property impact should I expect and what protection measures are taken?

Installation is designed to minimize property impact:

• Aerial installations: Use existing utility poles when possible
• Underground installations: Follow existing utility corridors
• Landscaping protection: Temporary markers protect plants and irrigation
• Property restoration: Any disturbed areas are restored to original condition
• Minimal drilling: Only small entry holes needed (typically ¼ inch)

What's the installation timeline and what are the requirements?

Installation timeline and requirements:

• Scheduling: Installation scheduled 1-2 weeks after service order
• Duration: Typical installation takes 2-4 hours
• Access required: Clear access to utility connections and installation areas
• Power needed: Standard electrical outlet near installation location
• Homeowner presence: Someone 18+ must be present during installation

What about rental properties?

For rental properties:

• Landlord permission: Written permission required for installation
• Property value: Fiber installation typically increases property value
• Tenant benefits: Tenants can register if they meet eligibility requirements
• Installation responsibility: Landlord must approve any structural modifications

Equipment and Setup

What equipment is required and what's provided?

The service includes all necessary equipment:

• Fiber cable: From street to your home (provided and installed)
• ONT (Optical Network Terminal): Converts fiber signal to ethernet (provided)
• WiFi Router: Provides internet and WiFi throughout your home (provided)
• Ethernet cables: For direct device connections (provided)
• Professional installation: Complete setup and testing (included)

Where is equipment typically installed?

Equipment installation locations:

• ONT: Usually installed in garage, basement, or utility room
• Router: Central location in home for best WiFi coverage
• Fiber entry point: Typically near electrical panel or existing utilities
• Accessibility: All equipment installed in easily accessible locations

Can I use my own router?

Regarding personal routers:

• Provided router: High-quality router included with service
• Own router option: You may use your own compatible router
• Technical requirements: Must support gigabit ethernet and current WiFi standards
• Support limitations: Technical support may be limited for personal equipment
• Configuration: You're responsible for configuring your own equipment

How many devices can fiber internet support?

Fiber internet device capacity:

• Virtually unlimited: Fiber can support 50+ devices simultaneously
• No slowdowns: Performance remains consistent with multiple users
• Smart home ready: Perfect for IoT devices, security systems, and automation
• Future-proof: Capacity grows with your needs

What about mesh devices for larger homes?

Extra mesh devices can be purchased at the time of installation or later if you need additional WiFi coverage for larger homes or challenging layouts.

Service and Reliability

How reliable is fiber compared to other internet types?

Fiber internet reliability advantages:

• 99.9% uptime: Much higher reliability than cable or DSL
• Weather resistance: Less affected by storms, temperature, or moisture
• No electrical interference: Immune to power line interference
• Longer lifespan: Fiber cables last 50+ years vs. 10-15 for copper
• Less maintenance: Fewer service calls and repairs needed

What happens during power outages?

Power outage considerations:

• Equipment needs power: ONT and router require electricity to function
• Battery backup option: UPS (Uninterruptible Power Supply) can provide backup power
• Network infrastructure: Provider equipment has backup power systems
• Quick restoration: Service typically restores immediately when power returns

What are basic troubleshooting steps?

Common troubleshooting steps:

1. Check connections: Ensure all cables are securely connected
2. Restart equipment: Unplug ONT and router for 30 seconds, then reconnect
3. Check lights: ONT should show solid green lights
4. Test direct connection: Connect device directly to ONT with ethernet cable
5. Contact support: If issues persist, call technical support

What technical support is available?

Technical support includes:

• 24/7 phone support: Always available for technical issues
• Online resources: Self-help guides and troubleshooting tools
• On-site service: Technician visits for complex problems
• Equipment replacement: Faulty equipment replaced at no charge

SURF Program Specific

How does the subsidy work and what are the pricing details?

SURF program subsidy details:

• Subsidy amount: Announced annually on December 15th
• Payment method: Subsidy applied directly to monthly bill
• Service tiers: Multiple speed options available with different pricing
• Installation: Professional installation included at no extra cost
• Equipment: All necessary equipment provided

What happens if I move during the subsidy period?

Moving during the subsidy period:

• Within Hoonah: Subsidy can transfer to new address if fiber is available
• Outside Hoonah: Subsidy ends when you move outside city limits
• Notification required: Must notify provider of address change
• New installation: May require new installation at new address

What about service satisfaction and cancellation?

Service satisfaction and cancellation policies:

• No long-term contracts: Month-to-month service during subsidy period
• Cancellation: Can cancel service with 30-day notice
• Subsidy impact: Canceling service means losing subsidy benefits
• Re-enrollment: Must wait until next enrollment period to rejoin

What are the annual re-enrollment requirements?

Annual re-enrollment process:

• Required annually: Must re-enroll each year to continue subsidy
• Enrollment period: September 1 - December 1 each year
• No automatic renewal: Must actively register each year
• Eligibility verification: Must continue to meet eligibility requirements
• Late enrollment: Cannot be accepted after December 1st deadline

What happens when the SURF program ends?

When the program ends in January 2029:

• Service continues: Fiber service remains available at regular rates
• No subsidy: Full market pricing applies after program ends
• Equipment stays: All installed equipment remains with the property
• Service options: Can continue, change plans, or cancel service
• Infrastructure remains: Fiber network becomes permanent community asset