Frequently Asked Questions

General

Do you have a tutorial or overview of your website?

We hope you like the new site as much as we do! Click here for a quick description of the important links on our home page.

Is there a cost to disconnect service when I leave for the winter months?

FiberNet offers a free annual “snowbird” provision. If you leave for an extended period of time, we will be happy to suspend your services while you’re gone. Simply call customer service to let us know when you will be leaving and when you will return.

If you do not know your return date when you suspend your services, please call 3-5 days before you return so we can ensure your services are reconnected.

A reconnect fee of $25 applies to accounts requiring same day reconnection without advance notice or that use the snowbird provision more than once per year.

What services are provided by FiberNet?

Communication services including ultra-fast internet, telephone and television services.

What does having Fiber Optic services mean?

FiberNet is proving a true 100% fiber optic system. This means existing DSL and cable modem internet services will appear to be standing still. Fiber optics transmits data at a greater distance and is best-in-class when it comes to quality and reliability.

What is FiberNet?

A community-owned and operated communications company. Community operation means better and more personal attentive service to customers.

What is the Fiber Backbone?

The backbone system is a 100% fiber optic data line installed to provide ultra-fast internet services to the business community within Monticello.

How much does a service call cost?

FiberNet does not charge for service calls that result from a FiberNet equipment failure or network-related problem. However, other issues, including but not limited to, damaged equipment, broken connections, or other 3rd party causes will have Trip and Time charges applied to the next month’s bill. The technician will inform you of any potential charges before completing the work.

When is Tech Support available?

Our local technicians are available for support 24/7/365. If we are not able to resolve your issue over the phone, one of our technicians will be dispatched for the next business day.

When is FiberNet open for walk-ins?

Your hometown customer support representatives are available Monday-Friday from 10am-12:30pm and 1:30pm-4:00pm.

I'm planning improvements to my property outdoors. What should I do before starting any digging or excavation?

Whether the project is large or small, if you are using machine-powered equipment or just a shovel and rake to plant a garden, get your work area marked. Contacting Gopher State One Call in advance helps you and your loved ones dig safely while avoiding costly damages to underground facilities. For more information, visit gopherstateonecall.org.

Internet

Will I receive a FiberNet email address?

We no longer offer FiberNet email addresses, but we highly recommend the use of Gmail, Yahoo or any of the other free, web-based email services.

What will the upload speed be compared to download speed?

FiberNet offers state of the art symmetrical download and upload. What this means for you is that you will truly get what you ask for without any disruption at peak internet use time and there are no limits on data transfer up to your desired speed.

What if the results of my speed test are slower than the advertised speed?

Speed tests measure the speed between your computer and the internet. They can be a helpful tool, but please remember there are a variety of factors that can affect the results of the test. FiberNet will always provision your account for the speed you select but the speeds you achieve will be impacted by the capabilities of your devices, operating system, browser, etc.

Please follow these steps for best results on a speed test:

+ Connect your device directly into your router or FiberCenter. Speed tests can be run without directly connecting but maximum wireless speeds are slower than direct connect speeds.
+ Limit the number of devices and applications using the Internet connection.
+ Disconnect from any virtual private networks.
+ Click here to test your speed.

General industry standards set acceptable speed test results at 80% of allotted bandwidth. Gig wired speeds up to 940/880 Mb with average speeds between 750-940 Mb download and 750-880 Mb upload. If the results of the speed test are within 80% of your Internet package and you want better performance, please contact us to upgrade your internet service.

Does FiberNet offer insurance to protect against unexpected costs for repairs of my internet service?

Yes, an Internet Protection Plan is available for $4.95 per month. This plan gives you professional technical services for all FiberNet-owned equipment and wiring. Customers will receive technical support, in-home service calls, and coverage for the cost of replacing inoperable, broken equipment including remotes, wiring, connections, switches, power-surge-related repairs and more. Call for details.

Television

What fees and surcharges are included on my bill?

FiberNet television subscriptions include a Local Broadcast Fee and a Sports Surcharge.

What is the local broadcast fee?

This fee was created to partially offset the overall cost for FiberNet to retransmit programs created by broadcast television stations like NBC, ABC, CBS and others. These broadcasters charge FiberNet and other cable service providers significant fees to retransmit their signal over our cable lines to our customers. These retransmission fees are the largest cost in our business. The fees are growing at four times the rate of inflation, faster than FiberNet and other cable companies can absorb. The Local Broadcast Fee helps FiberNet maintain these channels in our line-up.

What is the sports surcharge?

This surcharge is similar to the Local Broadcast Fee. It offsets the rapidly rising cost for FiberNet to broadcast sports-related programming.

Why am I paying these costs now?

The fees and surcharges are the direct result of sky rocketing programming costs. Local broadcast signals were historically available at little to no cost, but recent extreme fee increases from broadcasters have necessitated that most cable companies introduce fees to offset a portion of the overall cost. Similar significant price increases have affected sports programming costs.

Where will I see these surcharges on my bill?

All fees and surcharges are listed individually beneath the heading “Current Month Activity” on your monthly bill.

Are these government taxes or fees?

No, these are not taxes or fees imposed by the government. They are separate from cable television franchise fees and taxes FiberNet must pay to the local, state, and federal government. These surcharges are an action taken by FiberNet to recover a portion of the dramatically increasing costs of local broadcast television and sports programming.

Are other cable companies charging the same fees or just FiberNet?

The majority of cable companies now add surcharges to partially or fully cover the retransmission costs from local broadcast stations and the costs of sports programming. Those who have not added this type of surcharge will likely begin to do so as rates continue to rise.

Why can broadcast TV stations charge for carriage or their signals?

Broadcast television stations distribute their signals over the air using a free spectrum granted to them by the federal government. The government then allows the same broadcast television stations to charge cable and satellite companies for the signals. If FiberNet doesn’t agree to pay, broadcasters can force us to drop their channels, thereby adversely impacting our customers.

Are all local broadcast TV stations charging FiberNet?

Currently the majority of local television stations require significant payment from any cable provider to retransmit their programming. It is a portion of their charges that are reflected in the Local Broadcast Fee.

Can you tell me what individual stations cost?

No, our contracts prohibit us from disclosing information contained in agreements with individual stations. This includes the fees they charge FiberNet.

Why do I have to pay for channels I don't watch?

This is the direct result of how broadcasters sell their channels to FiberNet and other cable providers. First, they require cable companies to pay a fee for every household that receives a channel, regardless of whether anyone in the household watches the channel. In addition, the content creators and TV networks set rules and guidelines for how FiberNet sells their shows and channels to customers. They specify which channels must be sold together, where the channels are positioned, and how the channels are placed in packages. This often means carrying less popular and less viewed networks in the more popular cable packages.

What is retransmission consent?

Retransmission consent refers to a part of the 1992 United States Television Protection and Competition Act that requires cable operators to obtain permission from broadcasters before carrying their programming. Without written consent of the local broadcast stations, cable companies are not allowed to carry the signals. Unfortunately, the local broadcast television stations are increasingly imposing huge demands for cash that drive up a cable company’s cost of doing business, and this pricing ultimately affects customers.

What can I do?

Make your voice heard! Broadcasters, politicians, and other viewers need to hear your opinion. Your best option is to write to your US Congressmen and US Senators to let them know your views. They created these regulations, and they can change them!

Phone

Can I keep my phone number if I switch to FiberNet?

Absolutely! Our representatives are able to work with your current provider to ensure a seamless transition to FiberNet. The FCC has mandated that all phone numbers can be retained by the customer and serviced by the local carrier of their choice, whether landline or wireless.

What is phone porting?

Porting is the option for customers to bring their existing phone number over to the carrier of their choice. The FCC regulates the Local Number Portability process to ensure that there are no unfair barriers to customers porting their numbers. You have the freedom to choose based on quality of service and value – no strings attached.

What will it cost me to change my telephone service?

Carriers do have costs associated with the local number portability process, and there are some that assess a portability charge. FiberNet does not charge the customer to port their current number in, nor do they charge a monthly fee for keeping a ported number.

Does basic phone service include the metro calling area?

Yes. Click here to see a full list of area codes and exchanges.

How do I use my calling features?

Click here to learn how to activate and deactivate calling features. Instructions are also available in your local telephone directory.

My phone service doesn't work during a power outage. Why is this?

Electrical power is required for FiberNet phone service to work in areas using a Fiber to the Home (FTTH). If there is a commercial power outage, the service will not process calls, including those to 911 if you do not have a battery backup. Click here to read our Battery Backup Policy and installation instructions.

Does FiberNet offer insurance to protect against unexpected costs for repairs of my phone service?

Yes, a Phone Protection Plan is available for $2.95 per month. This plan gives you professional technical services for all FiberNet-owned equipment and wiring. Customers will receive technical support, in-home service calls, and coverage for the cost of replacing inoperable, broken equipment including remotes, wiring, connections, switches, power-surge-related repairs and more. Call for details.

Why can't I make local calls using a 7-digit phone number anymore?

The Federal Communications Commission (FCC) has adopted 988 as a new 3-digit number to be used nationwide to reach the National Suicide Prevention and Mental Health Crisis Lifeline. In order for 988 to work in Minnesota area codes 218 and 952, 10-digit local dialing has to first be implemented. Click here for more information.