Frequently Asked Questions

  • How is Valley Fiber different than any of the other local providers?

    Valley Fiber will be using an Active Ethernet Network design that mimics a data center’s build and design style. Our Fiber build is dedicated not passive (GPON). The major difference is that in an Active Ethernet build out/network design like Valley Fiber’s, we can provide dedicated 1 Gbps+ connections to each individual customer. Dedicated connections mean fast and reliable internet all day every day.

  • Will there be a data cap with Valley Fiber?

    We want our customers to use the services they are receiving without concern of an unexpectedly large bill in the mail. We also do not throttle plans at a set capacity or limit… your plan is truly unlimited.

  • What happens to my email account if I cancel with my current internet provider?

    As long as you have an email account not tied to an internet service provider, such as Gmail, Hotmail or Yahoo, you won’t be affected.  If you do not have an email account with one of these providers, you can create one for free and transfer your emails and contact lists to your new account. We recommend talking to your current internet provider for more information.

  • I currently have VISP. Are they going to cancel me automatically when I get Valley Fiber internet?

    You will need to call VISP to cancel service to your home when you are successfully installed with Valley Fiber.

  • I want to dig on my property, how do I know where your fiber is so I don't hit it?

    Before any underground construction takes place, you must go to clickbeforeyoudigmb.com or call 1-800-940-3447 to submit a locate request. Click Before You Dig will notify Valley Fiber and all other utilities in the area of your project to make it easy for you. Valley Fiber and other utilities will then contact you directly to schedule a locate.

  • When will you be in my area?

    You will get plenty of notice when we come to your area, but follow us on Facebook and Instagram to stay up to date.

    If you’ve heard that we’re accepting sign ups in your area, feel free to fill out this form and we will be in contact with you as we get closer to the installation date.

    Become a neighbourhood hero! Spread the word! FIBER IS COMING!

  • Can I sign up if I’m not in the construction zone?

    If you are in the town/city of construction and we’ve promoted signups, then yes please sign up as soon as possible! If we have not made the sign-up announcement for your community and haven’t started construction there yet, please be patient as we make our way to you!

  • What if I don’t sign up when the construction is in my area?

    When we are working in your area, you will receive a deadline notice. If you sign up after the deadline notice, you may be required to pay a one-time installation fee or sign a contract (please contact us for details).

  • Why don’t I have a “This Is A Valley Fiber Home” sign on my yard?

    Not every home will get a sign. Contact us if you are unsure that you are on our production list.

  • What is included with the install?

    At the time of installation, a Valley Fiber technician will flag the proposed route of the conduit and fiber to your home, ultimately to be agreed upon by you. If you are renting a router for a cost of $5 / month the technician will install and configure this router in your home. If you are providing your own router, the technician can install a media converter which will act as the Valley Fiber demarc. The demarc will then convert the fiber cable to a standard copper RJ-45 connector that can be connected to your router via a standard cat5e or cat6 cable. Some settings on your router may need to be changed in order to get service, please be ready to make these changes or have your technician available to make the changes for you.

  • Why does my Wi-Fi have both a 2.4Ghz AND 5.8Ghz signal?

    The router you might have installed by Valley Fiber could be a dual-band router with two frequency options (explained below).

    2.4Ghz is a lower frequency, better for longer distances and going through objects like walls and floors. The downside is that 2.4Ghz is very common among many household electronics, therefore many devices are “competing” for limited radio space resulting in a potentially poor/slow connection to the internet via your Wi-Fi.

    5.8Ghz is a higher frequency which is stronger at shorter distances. There is more 5.8Ghz radio space available resulting in less radio space “competition”. Not all devices support 5.8Ghz, so fewer devices in the home will operate at this frequency, resulting in a potentially stronger internet connection via your Wi-Fi.

    Neither one is better than the other!

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