Friendly, Local Support

No. Although the channels broadcast in 4K, the availability of 4K content depends on what the network decides to offer. Check the network’s website for a content schedule or look for a 4K logo on the broadcast to confirm.

Below are a few reasons your 4K channels may be playing in HD:

• 4K resolution features over 8 million pixels. You can only experience this with a 4K TV.
• Check listings online for when the TV station plans to broadcast 4K programming. Broadcasters may choose to play HD content even on their 4K channels.
• Keep the box close to your router for the best signal reception.
  

4K TV, also known as Ultra-HD, offers four times the number of pixels as HDTV. This means a clearer, sharper image with deeper, bolder colors. However, to display content in 4K, the programming must be captured and transmitted in 4K resolution, and not all providers currently offer 4K content.

Our remotes are powered by the universal AAA battery. You will need two of these to conduct the battery replacement.

Step 1 –  If the batteries are low, slide down the back part of the remote and then open it to reveal the batteries. We have found that the first time you open a brand new remote it can be a little tough to slide the panel back. We often tell customers to put the remote in between both your hands, 🙏, and then slide your hands 🔃 to open the remote.

Step 2 – Put in 2 brand-new AAA batteries.

Step 3 – Ensure batteries are inserted the correct way.

Step 4 – Slide up the battery shield to the original position

You now have a fresh pair of batteries in your Valley Fiber remote!

Is your guide stuck in the left corner of your screen when either watching programming or scrolling through your TV guide?

Example:

The best way to fix this issue is with a simple power cycle of your set top box.

To power cycle your set top box, unplug the power for a minimum of 30 seconds.

After 30 seconds plug the set top box back in, and test your guide.

This power cycle fixes the issue in most cases, if the issue proceeds please contact our tech support department at:
1-800-958-5698

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 call us at 1-800-958-5698 and ask if your address is eligible!

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

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.

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.

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.

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!

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).

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

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 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.

Valley Fiber provide you with a number of devices depending on which of our services you have signed up for. Below is breakdown of devices you will receive for each service you have requested.

All of our installs include a router and media converter:

A router is the device that takes your internet signal and distributes it to your devices—either through Wi-Fi or ethernet cables. It allows multiple devices to connect to the internet at once and also creates your home or office network.

A media converter is a small device used to convert one type of internet signal to another. When  your internet comes into the home via a fiber optic line, the media converter transforms that light-based fiber signal into an electrical ethernet signal that your router can understand and use. It acts as a bridge between your fiber internet line and your router.

All of our TV installs include a set-top box and wireless remote:

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!

Power cycling your router is a great first step in troubleshooting issues with your network.

Our Routers:

Start by unplugging your main router for 30 seconds and then reconnect power to your router. eero devices may take as long as 2 minutes for the network to come back online.

Wait for the device’s LED light to stabilize, indicating it has fully booted up. Depending on the model:

Solid White Light: The device is ready.
Flashing White Light: The device is booting or reconnecting.
Red Light: Not connected

If you have a mesh network with multiple eero units, repeat the steps for each device in your network.

Step 1 – Online Sign-up
Submit our online sign-up form with the plan you’d like along with your contact details and address. This way, we are prepared in advance and can have your paperwork sent to you in time for your area’s deadline. If we do not have an online form submission from you, one of our sales reps will go door-to-door in your area to make sure you don’t “miss the bus”!

Step 2 – Paperwork Deadline
Keep your eyes/ears open for our paperwork deadline in your area.

If you already signed up online, good for you! We will send you the paperwork to sign on time. If you hadn’t signed up online, we will be sure to go door-to-door to make sure we don’t miss you. When your paperwork and payment information is in, you’re officially set to get your fiber! Now you can sit back and watch our crews work.

Step 3 – Follow us on social media for updates
Got your sign-up form in? Awesome!

Now wait patiently, follow us on Instagram and Facebook for updates and exciting things happening in our world. One day soon, you’ll be laughing at the internet you once had!

Step 4 – Location Marking
All services such as hydro/gas, water, telecommunication providers, etc. will need to be located so we make sure not to hit them when drilling.As a result of this, there will be many flags, spray paint, and pylons around town to mark all the utilities!

It’s also very important to have your own private utilities such as sprinkler systems, electrical you’ve installed yourself, etc. to be clearly located for our field team. If you have any questions regarding your private locates, these can be directed to flagging@valleyfiber.ca

Step 5 – Proposed Fiber Route
Before our contractors enter your area, the Valley Fiber field team will flag our proposed route up to your home or business. If you have any questions regarding our proposed route, these can be directed to 1-800-958-5698 or flagging@valleyfiber.ca

Step 6 – Installing Mainline
The first step in the construction phase is to install mainline conduit. This conduit is coloured and delivered on large reels, then pulled underground by directional drilling or stitching.

Step 7 – Conduit Vaults
We take pride in the build of our network being entirely underground. No unsightly above-ground pedestals to hit, knock over, or repair!

The Mainline conduit is connected to concrete vaults placed underground where the fiber is spliced and pushed to your home or business through conduit.

Step 8 – Fiber Drop
After mainline and vault placements are complete, and the proposed route to your home or business is confirmed, the contractor will move on to installing drop duct.

Drop duct is the conduit that connects your home/business directly to our mainline/backbone at the Town/Municipality’s right of way. If your home is directionally drilled there will be a hole roughly 3×3′ made at at the mainline in front of your home/business to gain access and connect to the mainline conduit. The conduit to your home/business will be drilled from this hole, up to the NID placement on your building. In some regions this process will be done using stitching. After this drop duct is brought to your building, A Valley Fiber field tech will install the NID on the outside of your building and connect it to the conduit. After the NID is installed and all conduit in place, a Valley Fiber Drop Crew will push your fiber up to the NID and you’re now ready for your final install!

Step 9 – Final Installation
When all mainline and drop fiber is in place, a Valley Fiber representative will be in touch to schedule your final install and activate your services!

Our installer will bring the fiber into the home from the NID, run fiber to the desired place in your home/business, and install your Media Converter (if you have your own router) or Router (if renting one).

After the final install, your services are live and you’re now connected to one of the fastest networks in Canada.

Welcome aboard!

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.

Since we bill a month in advance, your invoices are due upon receiving them. You do, however, have the duration of your billing cycle to make payment before it is considered late.

We follow the best practices of our industry, which typically bills for services a month in advance.

The customer portal’s main purpose is to view your invoices, update payment information and process payments on your account. As we need to make sure all of our records are updated, changes surrounding your email address, mailing address or phone number must be directed to our billing department and they can be reached at billing@valleyfiber.ca or by calling 1-800-958-5698 ext 3.

We are happy to offer customers pre-authorized debit payment options and can help you set that up. Other payment options include MasterCard, Visa, American Express, online banking, cheque and cash. Payment can also be made at our main office with the above listed payment options.

Yes, you can hibernate your Valley Fiber internet, TV, and home phone services for a minimum of 1 month and a maximum of 6 months per year. Call us at 1-800-958-5698 to request a service hibernation.

We’ll apply a one-time charge of $49.99 (plus tax) per hibernation to your bill before services go into hibernation. Equipment rental fees will not apply during the hibernation period.

Hibernation will take effect at the start of your upcoming billing cycle. Please make your request within 30 days before that cycle.

To find the start date of your billing cycle, check the Invoice Date on your invoice. For example, if your Invoice Date is January 22, your billing cycle starts on the 22nd of each month.