Residential Installation

Please review the following information prior to your installation. If you have questions, concerns, or need to make any changes prior, during, or after your installation, you may contact customer service at 1-800-779-2227, or email united@united.net.

WHAT IT TAKES TO GET FIBER TO YOUR HOME:

Fiber access runs through neighborhoods where it’s either buried underground or attached to above ground utility poles. When a resident requests new service, we pull fiber from the access fiber bundle to the Network Interface Device (NID) which we install on the outside of your house. After that, installers bring cables directly into your home or business, connecting them to United Fiber.

Many things can impact the timing of when we can install Fiber in your home. For some locations, we can use existing fiber infrastructure, which can help us bring service to residents quickly. However, for most homes in our area, we’re building a brand new network, which means we’re laying a lot of new fiber in the ground every day.

LAYING FIBER IN THE GROUND:

Before we can lay the fiber in the ground, we have to determine the location of the existing underground utilities, such as wires, pipes and water lines. The 811 locate process may require up to 5 business days to complete. We follow the required process for marking the locations for each underground utility. You might see flags or orange, blue, red, or yellow locate marks painted on sidewalks, streets, or even on grass. You may also be required to mark your water lines from the street to your home.

PULLING FIBER TO UTILITY POLES:

In some Fiber locations, we deploy our network by pulling fiber lines to existing utility poles. Before doing so, we examine the poles to be sure there’s space for our fiber. There are specific regulations and contractual obligations around placement of equipment on utility poles and requirements for coordination with third parties.

WE’RE AS EFFICIENT AS POSSIBLE:

Even under the best of circumstances, there are some things that slow us down that are out of our control. We are unable to work outside when the weather doesn’t cooperate. On snowy or rainy days, our ability to build the network is restricted, as we can’t expose fiber lines to moisture or perform road construction. Although this all takes time and we may run into roadblocks and delays, we’ve learned a lot and try to be as efficient as possible in our construction process.

INSTALLING UNITED’S FIBER NETWORK AT YOUR HOME:

  • Prior to your scheduled in-home installation date, you may see United technician(s) working outside your home or in your yard. You will not need to be home for this portion of our work. At the time of this visit, we will let you know we are working and alert you if we need to interrupt your existing services to complete our work. Please let us know if you have pets, a fence, gate, or irrigation system so we can discuss the best time to complete this portion of our installation.
  • We will mount a small Network Interface Device (NID) on the side of your home near your existing electric meter. The NID requires a backup battery in order to operate in the instance of an electrical outage. We will attempt to use the closest available power outlet on the outside of your home.  If there is no electrical outlet readily accessible, you will need to have a certified electrician install an outlet on the outside of the home.
  • If your service requires buried fiber, we may lay the fiber drops to your home on top of the ground in your yard and return to bury them following your in-home installation appointment date. This work will be completed within no more than two weeks of your in-home installation.

 FIBER INSTALL REQUIREMENTS INSIDE YOUR HOME:

  • An adult (18 years or older) must be present at the time of your scheduled in-home installation. We strongly recommend the homeowner, account holder, or an authorized account user is present to discuss wiring and/or equipment placement.
  • During the 2-4 hour in-home installation, we will complete necessary wiring, ensure your existing jacks and wiring will support your new fiber services, and test your service for quality assurance.
  • United technicians are not permitted to move furniture to access jacks, outlets, or electronic equipment. Please ensure you move any furniture or blocked paths to equipment prior to installation.
  • All service equipment (computers, TVs) must be powered and in place prior to our technician arriving on site to install your service. Any requests to move or relocate services after the initial installation may result in additional service fees.
  • Standard installation includes 1 phone jack and 1 data/internet jack (if not already available). We will install up to 4 TV set top boxes (STB) with a TV service order. Each additional jack or STB installation will result in a $75.00 fee per location. Requests for additional jacks or STBs on the day of your install may result in an additional service visit and associated service fee(s).
  • The age of your devices or TVs may affect the quality of your services. Older computer models may not be able to handle advanced Fiber Internet speeds. Please be sure you check your personal devices and equipment prior to your installation.
  • We provide several wireless router options to help you enjoy your laptops, tablets, smartphones and other wireless devices. However, wireless speeds cannot be guaranteed due to a number of factors such as customer location, quality of the inside wiring in the home, websites accessed, usage of the network during peak periods, and customer equipment within the home or premise.  Average throughput will range from 80% to 105% of the provisioned speed purchased 90% of the time. For more details please review our Open Internet Transparency Policy available on our website.

NEED TO CHANGE YOUR APPOINTMENT?

Call Customer Service at 1-800-779-2227 and select option 2 to make any changes to your appointment or initial order.

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