FairPoint High-Speed Internet FAQ
Below is a list of common questions about our High-Speed Internet Service. If you can't find an answer to your question, feel free to give us a call at 1.866.984.2001 between 8:00 a.m. and 5:00 p.m. EST, Monday through Friday.
Technology
How does FairPoint High-Speed Internet work?
FairPoint High-Speed Internet is powered by broadband technology that carries high bandwidth information to your home over ordinary copper phone lines. What it means to you is a much faster and smoother connection than dial-up service, so you can surf the Internet and use your phone at the same time. No more busy signals or waiting to get connected to the Internet.
How does FairPoint High-Speed Internet compare to cable?
Cable offers service over a shared cable line where multiple users may be connected to the same local cable line. FairPoint High-Speed Internet provides a dedicated connection to the FairPoint central office so you don't have to share your local access connection with other users and you will always have an open connection available to you.
Will I need an additional phone line for FairPoint High-Speed Internet?
No. Your FairPoint High-Speed Internet service will be installed on your existing phone line. This means you can talk on your phone, or send or receive a fax, and access the Internet at the same time.
Will my phone work if my modem loses power?
Yes. The modem is designed so that your normal phone service will operate even if the modem is unplugged or otherwise disabled.
How do I order FairPoint High-Speed Internet if I already have FairPoint Dial-up service?
If you already have FairPoint Dial-Up Internet Service, or another provider's service, call your local FairPoint business office at 1.866.984.2001 to order FairPoint High-Speed Internet.
What affects my connection speed?
When you connect to the Internet using FairPoint High-Speed Internet, the speeds that you will experience will vary based on a variety of factors, including the following:
- Distance of your phone line from a FairPoint Central Office
- Condition of phone wiring inside and outside your location
- Computer configuration
- Network or Internet congestion
- Server and router speeds of the websites you access
- Other factors
Availability
Why can my neighbor get FairPoint High-Speed Internet, but I can't?
FairPoint High-Speed Internet is a distance-sensitive technology that works over copper phone lines. Currently, FairPoint High-Speed Internet is only available to customers residing within approximately 3 miles (up to 18,000 feet) from their FairPoint Central Office. In addition, customers must be served over copper wires. Some wires may be capable of handling FairPoint High-Speed Internet and others may not, even in the same area. We're currently working to overcome the distance limitation so our service is more widely available. So, while you may not qualify today, it is possible that you could be able to receive it in the near future as the technology improves.
Can I change my phone number to get a phone number that qualifies for FairPoint High-Speed Internet?
Unfortunately, a phone number change does not change your physical phone line.
If one number doesn't qualify, will another number at the same location qualify?
Please check the availability for any of your phone numbers. It is sometimes possible that a customer location could have more than one phone line, so one phone line might qualify while another phone line does not.
Do I have to have FairPoint local phone service to get FairPoint High-Speed Internet?
Depending on your location, you may be able to order FairPoint High-Speed Internet even if you do not have FairPoint local phone service.
Installation
How do I "self install"?
First, check to make sure that your computer meets the FairPoint High-Speed Internet minimum system requirements. After you place your order, we will send you a three-step self-installation kit. The kit will walk you through the installation process, including installing your modem, using filters and installing your FairPoint High-Speed Internet software. Instructions are included in the kit, and we're always here to help you with our 24/7 live technical support.
How long will it take to install my new service?
Installation time can vary, however, we recommend that you reserve about one hour. Your self-installation kit includes an easy-to-follow audio-visual, 3-step installation CD.
Features
Can I host a Web page?
Yes. FairPoint High-Speed Internet packages include 10MB of personal web space.
Can I hook up more than one computer with a single connection?
Yes. If you have questions, we're always here to help with our 24/7 live technical support.
Billing and Account Info
Does FairPoint High-Speed Internet include unlimited Internet access or will I be charged according to my usage?
FairPoint charges a flat monthly fee for FairPoint High-Speed Internet service. You will not incur additional charges based on your Internet usage.
How do I know that prices won't change in the future or that I won't be charged for features that are currently included?
If you signed up for an annual package, the monthly price(s) stated when you signed up will not change during the 12-month period.
Do I have to purchase a modem and pay an activation fee?
You may be required to purchase a modem and pay an activation fee, but those fees will be disclosed to you before you sign up for FairPoint High-Speed Internet.
Are FairPoint High-Speed Internet charges in addition to my current monthly phone bill charges?
Yes. FairPoint High-Speed Internet monthly recurring charges are in addition to your monthly phone service charges from FairPoint.
Is there a money-back guarantee?
Yes. Our 30-Day Money Back Guarantee provides that if, for any reason, you are not completely satisfied with any FairPoint High-Speed Internet product, you may cancel your service within 30 days of your service ready date and receive a refund for any fees you have paid to FairPoint. We only ask that you return the modem and any other equipment we have given you within 30 days of cancellation to avoid any equipment charges.
What type of technical support is available?
We're here for you 24 hours a day, 7 days a week. Please also view our frequently asked questions (FAQs).
I'm already a FairPoint High-Speed Internet customer and am moving. How can I keep my service?
To learn how you can keep your FairPoint High-Speed Internet account when you move, give us a call at 1.866.984.2001.
When will my FairPoint High-Speed Internet service be active?
In most cases, high-speed internet service is active five business days after you place your order. FairPoint will send you an e-mail with your Service Ready Date once we receive your order.
When does billing begin?
Billing and your 30-Day Money-Back Guarantee will begin on your Service Ready Date, which is the date your FairPoint High-Speed Internet service is activated on your phone line and is ready for use.
How will I be billed for FairPoint High-Speed Internet service?
Your FairPoint High-Speed Internet charges will appear as a separate itemized charge on either your phone bill or credit card, depending on which billing option was available to you or the one that you chose.