Erwin Utilities will bring a fiber optic cable into your house and attach it to a device, which is provided by us as part of the service. This device is called an Optical Network Terminal (ONT) and is very similar to a home router you may already have. Our ONT will connect to your home phones and any Internet capable devices. The ONT will also have WiFi turned on and ready for you to use.

All Erwin Utilities and Erwin Fiber services at one service address will be billed on on one monthly bill. 

We do not offer email but will help you sign up for a free alternative, such as Gmail, at the time of your install.

All Residential Customers are supplied WiFi as part of their service. Your WiFi comes with unique name and password. To see what your WiFi name (SSID) is you can look at the equipment Erwin Utilities installed in your home. There will be a sticker with WiFi SSID and password along with user ID’s (maybe on the side or bottom of equipment). The WiFi SSID and password are also written on the front side of your installation sheet.

If you are having coverage problems with WiFi or getting slow connection speeds as you get farther away from our supplied WiFi give us a call. We will come onsite and do a free wireless site survey and make some recommendations.

Your WiFi may slow down as you add more devices. It actually only works as good as your worst device. If you are having to reboot your router or access point often its probably because of a misbehaving device. Try turning off or not connecting some devices and see if your performance improves. Sometimes an old device or a device that’s to far away can cause everything to slow down.

Different materials in your home block wireless signals. Concrete, block, brick, and metal walls can block wireless signals. Older homes walls often block wireless signals because of the denser materials they are made of. Appliances such as refrigerators can also block wireless signals. Placement of your wireless router is imperative to good signal propagation.
Other household devices can cause interference that will cause problems with your wireless network. Microwaves, baby monitors, cordless phones, or bad electrical connections can cause interference. Interference symptoms can be anything from slower speeds to causing total loss of signal depending on the type and severity of the interference.

Sometimes an additional wireless access point (AP) must be installed to get the wireless coverage desired. Often this requires an additional device to be installed. Erwin Utilities offers an Enhanced WIFI service of $9.95/month. With Enhanced WIFI service we will install an additional WIFI access point to extend your current WIFI range.

Wireless boosters can help with coverage problems but only if they are placed in a good spot. Make sure to put the booster in an area where you have a good signal. If you are having issues with interference of a misbehaving device a booster could make your wireless performance worse. Erwin Utilities does not sell or install boosters, but we lease and install access points. An access point is hard lined to your main router and gives you a separate wireless connection point. 

EU does not guarantee any speed especially over WIFI, all speeds are “UP TO” advertised speed.

For detailed information on how speed tests work and what you can do to get a good speedtest read this article from the folks over at speedtest.net http://www.speedtest.net/insights/blog/are-you-gigabit-ready-17-tips-to-help/

1Gbps service is so fast it is extremely difficult to achieve that speed even on a speed test. WIFI is not capable of supplying 1Gbps only hardwired connections will achieve it. It is also difficult to achieve 1Gbps on a hardwired connection especially if the computer you are using is not very new.

Even hardwired devices might not get even close to 1Gbps. Often this is due to the devices network interface card. Many computers only have a 100Mbps network card. That means the maximum speed it is capable of is 100Mbps. Some device have even slower network cards of 10Mbps.

Requests for onsite service calls for not getting a speed test of subscribed service will result in a service charge. However if you think that your service is not performing as it should and think there is an issue give us a call. Generally it’s an issue with wireless devices or range.

If you are having buffering issues while watching something it’s almost never a speed issue its almost always either WiFi or a problem with the website you are visiting. Check out our WiFi section below for more info.

Please refer to our Terms of Service for more detailed information: https://www.e-u.cc/fiber/tos/

Erwin Utilities charges $75 per hour during business hours and $150 per hour for afterhours for onsite service fees.

Erwin Utilities charges the normal service call fees if you would like us to come onsite and move your equipment.

Erwin Utilities has designed an Acceptable Use Policy (“AUP”) and Terms of Service (“TOS”) in order to encourage the responsible use of Erwin Utilities and Erwin Fiber’s networks, systems, services, web sites and products (collectively, “the service”) by our customers and other users of the Erwin Utilities Internet/Voice Service (collectively, “Users”), and to enable us to provide Users with secure, reliable and productive services. 

By using Erwin Utilities service, Users consent to be bound by the terms of this AUP and TOS. Failure to follow or not accepting these terms may result in termination of service. The AUP and TOS are considered non-exclusive. Erwin Utilities reserves the right to modify the AUP or TOS at its discretion at any time. Such modifications will be effective when posted. Any use of the service after such modification shall constitute acceptance of such modification.