Frequently Asked Questions
Fiber To The Home Basics
- What is C Spire Fiber?
C Spire's Fiber is a transformative service that includes an ultra-fast 1 Gbps home Internet connection, plus home phone and Super HD™ TV, provided over fiber optic connections directly to the home.
- What does 1 Gigabit per second Internet mean?
It is a measurement of Internet speed. The national average for residential Internet speed is 10 megabits per second. 1 Gigabit per second is 100 times faster.
- Why would I want 1Gbps service in my home?
Because this is a breakthrough technology that can dramatically change the way you connect and bring the world into your home. Speed this fast offers immense possibilities for you to discover new opportunities. To start, here are some key benefits to consider:
- Browse the Web with instant page changes and no buffering.
- Gamers will enjoy a truly rich, more immersive multi-player experience.
- Stream multiple movies simultaneously on devices throughout the home.
- The future promises everything from virtual doctor visits, remote access to the classroom, and even live participation in civic events, right from your living room.
- What is another benefit of C Spire Fiber internet?
Bandwidth! Not only do you now have the speed, but fiber allows you to have exponentially more bandwidth. Now, everyone in your home can maximize their devices and use them all at the same time and still enjoy the full potential of the internet. Video chat, stream movies, listen to internet radio, have your security cameras running, and upload your latest photos – all at the same time!
- Is there a cap on data usage with C Spire Fiber Internet service?
No, residential customers will have an unlimited amount of data usage available to them. C Spire will, however, investigate any abnormal amount of data flow or activities (for example, pirating) as these activities would be a breach of contract.
the service be available to schools or government?
C Spire currently provides Internet access and data circuits over fiber to schools and government agencies. This will continue to be customized and priced unique to the customer.
- Can I get fiber Internet for my business?
Yes. To receive a quote for fiber Internet for your business please call C Spire Business Solutions at 1-855-CSPIRE2 (277-4732).
- Do businesses receive the same pricing and services as residential customers?
Businesses have different application and consumption needs and therefore have a different pricing structure. To receive a quote for fiber Internet for your business, please call C Spire Business Solutions at 1-855-CSPIRE2 (277-4732).
is fiber optic cabling and what are its benefits?
Fiber optic cabling is a cable that carries one or more strands of glass. Digital pulses of light carry signals along the line - what we call the "speed of light." This is the preeminent technology for Internet speed and reliability - it offers the highest speeds, best signal transmission, and best reliability in adverse weather conditions.
does C Spire deploy its fiber?
In most cases, we use directional boring. In some rare cases, aerial pole attachments are used.
- Will I be able to visit my local C Spire store for service?
We're committed to providing personal service to all of our customers. Customers in C Spire Fiber cities will be able to visit their local store for assistance with ordering C Spire Fiber services.
- If I currently have a mobile data card, can I return it if I sign up for C Spire Fiber?
Mobile data cards are designed as a mobile Internet solution to complement home Internet services and allow customers to have Internet anywhere a wireless signal is available. All existing agreements on wireless services remain in effect.
- Is my bill going to change after a promotional period, like it does with other providers?
We believe in clear and consistent billing, therefore we do not offer promotional-period pricing to attract C Spire Fiber customers.
- What happens if I subscribe to C Spire Fiber and then move to an area without fiber?
There is no penalty for canceling C Spire Fiber service if you move to an area where we do not offer the service.
C Spire Fiber Cities and Qualification
- How are C Spire Fiber cities chosen?
The decision on cities is based on interest expressed by residents and their local elected officials, proximity to existing fiber infrastructure, and the vision and implementation plan of the city government. Click here to enter your address and express interest today.
- Can my city be considered for C Spire Fiber services?
The Fiber To The Home initiative is open to new cities. Interested city officials should contact Chase Bryan to find out more. As a consumer, you can contact your city officials and encourage them to participate. You can also submit a personal interest form.
- Will C Spire Fiber services automatically be available to residents of selected cities?
Certain areas of the cities will be designated as Fiberhoods. In order for construction to begin in a Fiberhood, a designated percentage of the residents must first order service.
- How do I order service?
- When should I order service?
The sooner the better. It is never too early to order service. In fact, ordering early ensures you are in the first wave of construction and installation so that we don’t pass your home without dropping fiber to it. Plus, you can take advantage of any current offers at the time of sign up such as free installation or free construction.
- What happens after I order?
- If you live in fiberhood that is already constructed and in the installation phase, you can order service and be installed within a matter of days! Typically, we’ll be ready to schedule your installation within about 10 business days. Look out for a call from our scheduling team soon! Or, call us in about 10 business days to check your status.
- If you live in a fiberhood that is currently being built, keep checking back on the status and progress of construction on our website at cspire.com/fiber. We’ll post dates here as to when we expect to be finished and ready to schedule your install. The entire engineering and construction process typically takes about 6 months from start to finish.
- If you live in a fiberhood that has not yet qualified, we need your help! After you order service, make sure you spread the news to all your neighbors. We’ll need more of them to sign up in order to start construction. Use our yard signs, flyers, emails, your HOA, etc. to make sure others in your area know to sign up too. Check your progress on our website at cspire.com/fiber.
- How are Fiberhoods determined?
We work with each participating municipality to determine the best Fiberhood boundaries based off of many variables, including proximity to C Spire's existing fiber infrastructure, house counts and density of those homes.
- If I pre-registered before, do I need to do anything else?
Yes! Pre-registration was just the first step for Fiberhoods to express interest. To actually order service, you’ll need to come back and order with a Residential Account Executive in your home, at one of our retail stores, or online at cspire.com/fiber.
C Spire Fiber Timeline
- If my city is selected, how soon will I be able to order service?
This depends on how quickly a given Fiberhood within each C Spire Fiber city qualifies. Qualifying refers to the point when a Fiberhood reaches the necessary number of orders to warrant the construction costs required to bring fiber to each interested household. At that point, construction in the Fiberhood will begin.Basically, the faster you sign up, the faster you can get C Spire Fiber service.
- What are the phases in this process?
The first step for each Fiberhood is the Ordering Phase. Once enough people in a Fiberhood order service, that Fiberhood is considered "green." Once a Fiberhood goes green, the engineering and construction phases begin. These phases generally take from four to six months to complete depending on each Fiberhood’s individual needs. During the construction phase, you will have access to the crews working in your neighborhood should you have any questions.The final phase of the process is installation of the fiber services you ordered.
- Why can't I get service immediately after my Fiberhood goes green?
Once enough people in a Fiberhood have ordered service, that Fiberhood is considered "green" and moves into the next phase in the process, which is the engineering phase. To engineer a Fiberhood is to survey the area and draw the construction plans. Before construction can begin, the engineering plans must be approved by the Fiberhood's city. Since we're bringing new technology to the area, the lead time between interest and installation is longer than with an existing technology.
- What happens during the Construction Phase?
You’ll see different machinery coming down the street over the next several weeks. It may be a slightly messy during construction on your street, but a crew will come behind a few weeks later to ensure all areas are restored back to how they were, if not better. Note that there may be a delay between when you see the equipment leave to when we come back through to replace sod, etc. We’ll be working in the city right-of-way out near the street in the front of your yard; this is in the same place where your water, sewer, and power are located.
- Why do you have to work “in my yard”?
In order to bring service to the neighborhood, much like your local gas, electric, water, and other cable or internet service providers, we are laying our infrastructure throughout your municipalities’ right-of-way. This is an area out near the street that is designated for such services by law. Rest assured that all grass, etc. will be restored to the way it was prior to construction once the entire construction process is complete.
- Who do I contact with questions during construction?
The crew working directly in your neighborhood is the best point of contact for questions regarding construction. We’ll provide their direct contact information via the following: at your neighborhood pre-construction meeting, via email to you once it starts, mail it to you, and list this information on our website under your fiberhood at cspire.com/fiber.
- When will fiber be brought to my house?
Once construction is complete on your street, and you have signed a two-year service agreement, which contains a Right of Way provision, C Spire will send a crew to place fiber under the ground in your yard.
C Spire Fiber Installation
How much will the total installation cost?
We are currently waiving the installation costs for C Spire Fiber including the cost of Cat6 wiring, if it's needed.
Can you use the existing wiring in my house?
If your home is wired with RG6 for TV outlets, we will test that wiring to make sure its signal is sufficient to deliver Super HD TV service. If your existing wiring is not usable, we will discuss wiring options with you.
If I need new wiring, what type of cable will you use?
We will use Cat6 Ethernet, which can be installed by C Spire personnel or by your own electrician.
Will any equipment be placed in my yard?
A box will be placed on the side of your home, which will house the fiber connections from the home to the rest of the C Spire fiber network. Fiber optic cable will also run underground from the street to the box on the side of your home.
How far does the fiber actually go into my house?
Fiber connects to Ethernet cabling in the box on the side of your home. This allows the signal to connect to devices in the home.
How do you plan to run fiber in my yard?
Fiber is placed in a yard in one of two ways: either by boring or trenching. Boring tunnels underground to avoid damage to the surface area and trenching uses excavation equipment to create a path on the surface of your yard. Engineers will determine the best method for your yard.
Will running fiber to my house mess up my yard?
It is possible that the construction crew might need to temporarily disturb a flower bed or portion of your yard. When the construction crew completes the job at your house, they will restore the yard to its original state, prior to construction. This includes flower beds and any utility lines that might be disturbed.
How do I know when I am ready to be installed?
Once construction is complete in your area, we’ll be giving you a call to schedule your installation appointment. Keep an eye out for email updates as well; or, you can continue to check the status of your Fiberhood at cspire.com/fiber. If you believe you are ready to be installed, but have not received a message from us, you may call 855-438-1009 to also check your status and schedule.
How long will my installation take?
The duration of your install depends upon many factors including: the size of your home, how many services you are having installed, etc. We’ll give you a specific estimate for your home at the time of scheduling.
Home Internet Service
Will I need a new computer, laptop, or tablet to access the service?
Can I use my own wireless router?
Yes, you can use your own wireless router. We recommend an 802.11ac grade router to receive the best wireless experience. Please note that wireless speeds are dependent on the device capabilities.
Can I buy a router from C Spire?
We don't sell routers, but 802.11ac routers are available to lease for $5 per month. You can purchase an 802.11ac wireless dongle for $80, which increases the bandwidth capability of laptops.
Is the speed the same in both directions (uploading and downloading)?
Yes, this is one of the great technological benefits of the service. Our service will deliver 1Gbps upload, not just download. This is particularly important for home-based businesses, but also supports live two-way video conferencing sessions and other benefits still to be discovered. Actual transmission speeds will depend on your equipment.
Will this work with Wi-Fi? If so, can Wi-Fi handle the entire 1Gbps speed?
Yes, it works with standard Wi-Fi routers. To handle full gigabit speeds, a Wi-Fi router will need to use the 802.11ac standard.
Why is a two-year service agreement required for Internet service?
We're investing substantial dollars in each customer’s home by laying fiber optic cable that cannot be removed once a customer terminates service. The two-year agreement is in place to help us recoup the investment.
Can I get C Spire TV or home phone without Internet?
Our Super HD TV and Home Phone services are only available if you are a Home Internet customer.
Home Phone Service
- Can I keep my current landline number?
Yes. If you subscribe to our home phone service, you can keep your current landline number. Before we can provide your home phone service, we must receive this completed authorization form by mail or fax.
- Is there an additional charge for long distance calls?
No, our $20 per month unlimited home phone services includes free nationwide long distance.
- What features are included with home phone service?
Voice mail, call blocking, call return, call waiting, caller ID and more are included in our home phone service. Learn more about all of the features available with our home phone service.
- Will I need a different home phone?
You can use any phone designed for landline service.
- Is this Voice over IP service?
Our home phone service is not traditional Voice over IP but does utilize IP connectivity.
- Can you use my existing home phone wiring?
Yes. New wiring is not needed for our home phone service.
- Do you offer international calling?
You can request access to make international calls. Calls are charged based on the rate for the dialed country code.
- Will I have phone service when the power goes out?
Yes, there is a 24-hour standby battery backup.
- Will my home phone work with a security system?
- Will my home phone work with a fax machine?
Super HD™ TV Service
- What channels are available?
Our standard TV package has 135+ channels and our expanded TV package has 180+ channels. In addition, we have several premium services available like HBO, Showtime, Cinemax, Starz, and sports programming.
- Can I watch TV on my mobile device?
Yes, you can watch a huge selection of TVE (TV Everywhere) content via your mobile device.
Super HD™ TV customers have access to today's hottest shows, movies and sports content including WatchESPN / ESPN3, Watch Disney and over 50 additional apps and streaming video websites. Premium channel subscribers gain access to their channels' respective TVE platforms like HBO GO, MAX GO, Showtime and more. When accessing online programming from networks, select C Spire as the provider and enter your C Spire Fiber To The Home username and password. (The username and password you use to manage your C Spire Fiber account online.)
For the best experience, use Wi-Fi when accessing mobile TVE content.
- Can I keep my existing TV service?
Super HD TV is an optional service. You are not required to subscribe to our TV service if you only want home Internet and home phone service.
- Do you offer local TV channels?
- Do you carry the SEC Network and the alternate SEC channels?
- Can I rent movies?
Yes, we have a Video on Demand service through which you can rent movies.
- What do you mean by Whole Home DVR?
The Whole Home DVR concept is made up of one primary receiver with secondary receivers for additional TVs. You can record programming and order movies on the primary receiver, which can then be accessed by all of the secondary receivers in your home.
The primary receiver has a 1TB hard drive and can record up to 400 hours of HD video on six channels simultaneously. Each additional TV in your home uses a secondary receiver that can access and watch the programming recorded by the primary receiver. From a secondary receiver, you can also schedule programming to be recorded on the primary receiver or order an on-demand movie to watch on any TV.
- How many shows can I record at once?
The primary receiver allows you to record up to six channels at once.
- How many hours of programming can the DVR hold?
The primary receiver can store up to 400 hours of HD programming.
- Does my family have to watch the same show at the same time on each television?
No, each television with a primary or secondary receiver can watch different programming -- live or recorded -- at the same time.
- Can I view a program I recorded on any TV in my house?
Yes, you can watch your recorded programming on any TV with a C Spire DVR (either a primary or secondary receiver).
Can I view a program I recorded on any TV in my house?
Yes, you can watch your recorded programming on any TV with a C Spire DVR (either a primary or secondary receiver).
When and how will I get my first bill?
Your first bill will typically arrive within 5 business days of your install. Unless you have otherwise requested, your monthly bills and bill notifications are emailed to you at the address you provided. If you requested a paper bill, it will be mailed to you in the same timeframe.
Why does my first bill look different than what I should be paying?
Your very first bill will be prorated. It will consist of charges for your first few days of services, which you have already received; plus, it will show charges for your upcoming monthly service. Don’t worry, your next bill and every bill after will be your normal monthly recurring amount unless you make any changes to your subscription.
- What do I do if I have other questions about how to use the service or after the install technicians have left?