FairPoint FAST FAQ

Below is a list of common questions about our FAST Internet service. If you can’t find an answer to your question, feel free to give us a call at 1.866.984.2001.

FAST Basics

  • What is FairPoint FAST Internet service?
  • How fast is FairPoint FAST Internet service?
  • What is connection speed? How is it different than throughput?
  • What affects my connection speed?
  • What type of technical support is available?

What is FairPoint FAST Internet service?

FairPoint FAST Internet service is a broadband service designed to provide Internet access with maximum connection speeds of up to 5 Mbps, 15 Mbps or 50 Mbps downstream and 2 Mbps or 15 Mbps upstream, depending on where you live. FAST is provided on our state-of-the-art fiber optic network. The consumer packages include a standard suite of services including access to newsgroups, up to 9 FairPoint.net email accounts, online services and 10MB of personal web space. Optional services are also available for an additional fee.

How fast is FairPoint FAST Internet service?

FairPoint FAST Internet service is the fastest and most powerful connection we've ever offered. With FAST, you have the choice of several packages to meet your needs. We offer downstream connection speeds (the speed that data is transmitted to your computer) ranging from up to 5 Mbps all the way up to 50 Mbps. We offer upstream speeds up to 15 Mbps in some locations.

Connection speeds are between your location and the FairPoint central office serving your location. Actual download and upload speeds will vary based on numerous factors, such as the condition of wiring at your location, computer configuration, Internet congestion and the speed of website servers you access, among other factors. Speed and uninterrupted use of the service are not guaranteed. Where higher upstream speeds are available, a hard wired connection is required to achieve maximum upstream speeds.

What is connection speed? How is it different from throughput?

Connection speed is the speed that data is transferred between your computer and the FairPoint Central Office during your initial connection to FairPoint FAST Internet service.

Throughput speed refers to the rate that information is transferred to and from your computer. "Download" or "downstream" refers to the speed at which you receive data from the Internet. Examples of receiving or downloading are reading a web page, downloading a program or receiving email. "Upload" or "upstream" refers to the rate that information is transferred from your computer to the Internet. Examples of sending or uploading are sending email or files.

What affects my connection speed?

When you connect to the Internet using FairPoint FAST, the speeds that you will experience will vary based on a variety of factors, including the following:

  • Configuration of your computer
  • Home networking configuration, number of home computers and other networked equipment using the available bandwidth at the same time
  • Internet congestion
  • Server and router speeds of the website you access
  • Condition of the wiring to your location
  • A hard-wired connection is required to achieve maximum upstream speeds.

What type of technical support is available?

FairPoint provides live technical support 24 hours a day, 7 days a week.

SERVICE AVAILABILITY

  • Is FairPoint FAST Internet service available on my phone line?
  • They laid fiber in front of my house recently. When will I be able to get FAST Internet service?
  • Can I change my phone number to get a phone number that qualifies for FairPoint FAST Internet service?

Is FairPoint FAST Internet service available on my phone line?

Eligibility for FairPoint FAST Internet service is based on your service address, not your phone service. When checking your phone number, we associate it with your address to verify eligibility.

They laid fiber in front of my house recently. When will I be able to get FAST Internet service?

Laying fiber in your neighborhood is just one step in bringing you the latest in broadband. We are also working to update our serving offices and systems to provide you FAST. Seeing us in your neighborhood is a good sign we will be offering FAST Internet service soon, but the exact timeframe varies on the other work still being completed.

Can I change my phone number to get a phone number that qualifies for FairPoint FAST Internet service?

No. FairPoint FAST Internet service is based on your service address, not on a phone number. Service is not available in all areas, but we are continuing to build out our network. We will let you know when FAST becomes available at your address.

INSTALLATION AND EQUIPMENT

  • What's involved in FairPoint FAST Internet service installation process?
  • How long will it take to install my new FairPoint FAST Internet service?
  • What is included with the professional installation?
  • How will I know when my FairPoint FAST Internet service is ready?
  • What equipment is needed for FairPoint FAST Internet service?
  • Can I hook up more than one computer with a single FairPoint FAST Internet service connection?
  • Will the wireless adapters I have already work with FairPoint FAST Internet service?
  • Can I use my high-speed Internet modem, router, or cable modem with my FairPoint FAST Internet service?

What's involved in the FairPoint FAST Internet service installation process?

Prior to ordering your new FairPoint FAST Internet service, please check to make sure that your computer meets our system requirements.

Depending on your location we may need to bury the new fiber optic cable from our terminal to your home. This will typically take place prior to your installation date, and you are not required to be present for this portion of the installation.

On the day of installation, in most homes, our technicians will need to install an optical network terminal either on the inside or outside of your home, if one doesn't already exist. As a safety feature in case of a power outage, the ONT is equipped with a battery backup unit that will be installed inside your garage or home.

In apartments or condominiums, the ONT and battery backup unit may be installed in a central location within your building, or it may be installed inside your home. In addition, in some apartments or condominiums, an additional modem may be installed, and filters may be placed at each phone jack.

If necessary, our technician will also install special data wiring and any required wall jacks, along with installing and configuring your router on your primary computer.

How long will it take to install my new FairPoint FAST Internet service?

Installation time can vary based on a number of factors, but we recommend that you reserve about four to six hours for the FairPoint Technician to complete the installation of your FairPoint FAST Internet service. If you have asked for multiple computers to be configured on your order, add an additional 30 minutes per computer. A person 18 years of age or older must be present for the full installation visit.

What is included with the professional installation?

The professional installation for most homes and apartments includes installation of any required network equipment such as the optical network terminal (ONT) and battery backup unit. The battery back-up unit provides approximately 8 (eight) hours of voice service in the event of a power outage. A power outlet should be available nearby for the battery back-up unit. On the day of your installation, our technician will review the placement of all equipment with you when he/she arrives at your home. Our technician will also evaluate the wiring in your home to determine if any existing coaxial or special data wiring, (CAT5 wiring), can be used. If necessary, we will install coaxial or CAT5 from the ONT to your router. The technician will also install any required wall jacks. Depending on your home's layout, the technician will install data wiring through the basement or attic, or along baseboards. Upon arrival, your FairPoint technician will review the installation process with you.

In some apartments or condominiums, the ONT and battery backup unit will be installed in a central location within your building, and installation of new data wiring may not be necessary. Your technician will review all details of your installation prior to beginning work on your installation date.

As part of the installation, we will also activate your FAST Internet service, configure your FairPoint Online-provided router and connect and configure one computer. Installation for the primary computer is free with a one-year term and $79.99 with our month-to-month packages. Additional computers can be configured for $75.00 each, which includes the connection and set up, as well as any wiring needed. Installation charges will vary by the service package you select. For additional computers, additional charges may apply. Please ensure your computers meet our system requirements for the speed package you've ordered prior to your installation date.

How will I know when my FairPoint FAST Internet service is ready?

Your FairPoint FAST Internet service will be up and running after you complete the registration process on the day of your installation. Prior to leaving, the FairPoint technician will ensure you are getting the best performance possible by checking your computer settings and updating them if necessary, along with showing you some of the key benefits of FAST Internet service.

What equipment is needed for FairPoint FAST Internet service?

As part of your FairPoint FAST Internet service, you will receive a wireless router. Your router will enable you to create a home network so that multiple computers can be online at the same time. Your router also contains special diagnostic software that can help us trouble-shoot and correct problems should you experience trouble with your Internet Service. You will need to use the FairPoint router with your FAST Internet service.

In addition, new equipment will be installed at most homes for the FairPoint FAST. An optical network terminal (ONT) will be installed either on the inside or outside of your home, if one doesn’t already exist. The ONT is typically installed near where your current Network Interface Device is mounted. The ONT power supply will need to be plugged into an indoors electrical outlet, so please ensure that an outlet is located within 150 feet of where the ONT will be installed. A battery backup unit will also be installed inside your home or garage, and it should be located no more than 50 feet from the ONT.

Note: In some apartments or condominiums, the ONT and battery backup unit will be installed in a central location within your building, not inside your home.

Can I hook up more than one computer with a single FairPoint FAST Internet service connection?

Yes. FairPoint FAST Internet service offers you the ability to create a home network so that multiple computers can be online at the same time. If this is a new FAST installation, you will receive a wireless router with your order and you will need to use the FairPoint router with your service.

Will the wireless adapters I have already work with FairPoint FAST Internet service

Depending on the speed package you ordered, your current adapters may or may not work. We recommend 802.11g adapters for all speeds.

If you do not have adapters, need additional adapters or those you currently have do not meet our requirements, FairPoint offers both PCMCIA and USB adapters.

Can I use my high-speed Internet modem, router or cable modem with my FairPoint FAST Internet service?

No. At this time you need to use the broadband routers provided by FairPoint that have been approved to work specifically with FairPoint FAST Internet service. These routers contain special diagnostic software that can help us troubleshoot and correct problems should you experience trouble with your Internet connection.

YOUR ACCOUNT

  • Are FairPoint FAST Internet service charges in addition to my current monthly phone bill charges?
  • Where on my FairPoint bill will I see the charges for FairPoint FAST?
  • What are the partial charges on my bill?
  • Does FairPoint FAST Internet service require installing an additional phone line?
  • Can I use my fax machine and the Internet at the same time?
  • Will my current phone features work with FairPoint FAST Internet service?
  • What if I have multiple accounts that I receive separate bills on? Will both accounts be put on FAST?
  • What will happen if I have multiple phone lines at my home that are on the same bill today? Will all my voice services be put on fiber?
  • I am already a FairPoint Online High-Speed Internet customer. Can I keep my FairPoint.net email address?
  • I'm an existing FairPoint Online High-Speed Internet customer. How can I upgrade to FairPoint FAST Internet service?
  • I'm an existing FairPoint FAST Internet service customer and I am moving. How can I keep my FairPoint FAST Internet service and account?
  • Can I use my high-speed Internet modem, router, or cable modem with my FairPoint FAST Internet service?
  • Is FAST Internet service compatible with VoiceWing or other VoIP offerings?

Are FairPoint FAST Internet service charges in addition to my current monthly phone bill charges?

Yes. FairPoint FAST Internet service monthly charges are in addition to your monthly phone service charges from FairPoint.

Where on my FairPoint bill will I see the charges for FairPoint FAST?

FairPoint FAST Internet service is billed one month in advance, so your first statement will include prorated charges for the current month, as well as a charge for the following month.

What are the partial charges on my bill?

Monthly charges are prorated according to the number of days you are billed for during your 30-day billing cycle. For example, if you changed speed packages during the middle of your billing cycle, your statement should contain a charge for the old package (according to the number of days in your bill cycle that you were on the old rate plan) and the new package.

Does FairPoint FAST Internet service require installing an additional phone line?

No. You will not need an additional phone line as FairPoint FAST uses fiber.

Can I use my fax machine and the Internet at the same time?

Yes. FairPoint FAST Internet service does not affect your other phone services and features. Certain phones, answering machines and other phone equipment not meeting industry standards may not work with service provided on the FairPoint FAST.

Will my current phone features work with FairPoint FAST Internet service?

Yes. Your current phone features will work just as they do today. FairPoint FAST Internet service will not affect Caller ID, Voice Mail or features like Call Waiting. Certain phones, answering machines and other phone equipment not meeting industry standards may not work with service provided on the FairPoint FAST Internet service.

What if I have multiple accounts that I receive separate bills for? Will all accounts be put on FAST?

Yes. If you have multiple billing accounts, please call your local business office to place your order and inform the representative that you have multiple accounts. Placing your order online will not guarantee that all accounts will be migrated to fiber.

What will happen if I have multiple phone lines at my home that are on the same bill today? Will all of my voice services be put on fiber?

Yes. All fiber-compatible voice services will be migrated to FAST as part of your installation. We will inform you if any of your services are not compatible. If you receive multiple bills for your services at the same location, however, please call your local business office to place your order and inform the representative that you have multiple accounts.

I am already a FairPoint Online High-Speed Internet customer. Can I keep my FairPoint.net email address?

Yes. You can keep the same email address when you upgrade to FairPoint FAST Internet service from FairPoint Online High-Speed Internet. During the registration process for FAST Internet service, you will need to indicate that you are an existing FairPoint Online customer and already have a FairPoint Online User Name and Password. By inputting that information, your current account information will migrate to your new FAST account.

I'm an existing FairPoint Online High-Speed Internet customer. How can I upgrade to FairPoint FAST Internet service?

Once your home address qualifies for FairPoint FAST Internet service, you can upgrade your service and take advantage of the most advanced applications on the web today. You will be able to maintain the same email address and other great Internet features.

I'm an existing FairPoint FAST Internet service customer and am moving. How can I keep my FairPoint FAST Internet service and account?

To learn if you are able to keep your FairPoint FAST Internet service when you move to a new location, call our FairPoint FAST specialists at the number listed on your FairPoint bill for details.

Can I use my High-Speed Internet Modem, Router or Cable Modem with my FairPoint FAST Internet service?

No. At this time you need to use the broadband routers provided by FairPoint that have been approved to work specifically with FairPoint FAST Internet service. These routers contain special diagnostic software that can help us troubleshoot and correct problems should you experience trouble with your Internet connection.

FEATURES

  • Can I host a web page?
  • Can I access the Internet if I'm traveling?
  • How many email accounts come with my FairPoint FAST Internet service?

Can I host a web page?

FairPoint FAST Internet service consumer packages include 10MB of personal Web space. The consumer offers do not permit customers to host any type of server, personal or commercial site.

Can I access the Internet if I'm traveling?

Yes. FairPoint offers remote Internet access (mobility), so when you are away from your primary connection, you can dial up and access the Internet and your email. Additional charges apply.

How many email accounts come with my FairPoint FAST Internet service?

FairPoint FAST Internet service includes up to 9 FairPoint.net email accounts. Multiple email accounts allow other household members to have their own private email accounts or you can have personal and business email accounts. You can set up your additional email boxes with our account management tool.

Not all services available in all areas. Services subject to change.