Small Business Internet FAQ

Below is a list of common questions about our business Internet service. If you can’t find an answer to your question, give us a call at 1.866.984.3001 between 8:30am and 5pm EST, Monday through Friday.

General Questions

FairPoint FAST (Fiber Access Speed Technology) 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. FASTSM 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.

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 hardwired connection is required to achieve maximum upstream speeds.

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.

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 hardwired connection is required to achieve maximum upstream speeds

 


Features

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.

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.


Account

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.


Installation and Equipment

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.

Minimum system requirements for FAST Internet service are:

Microsoft Windows Vista
800 MHz
512MB RAM
CD-ROM or DVD-ROM
100MB free disk space
10/100 NIC (Network Interface Card)
USB or PCMCIA 802.11b/g wireless adapter
Microsoft Windows XP
FAST & Extra-FAST
300 MHz
128MB RAM
CD–ROM or DVD–ROM
100MB free disk space
10/100 NIC (Network Interface Card)
USB or PCMCIA 802.11b/g wireless adapter
Super–FAST & Ultra-FAST
1.4 GHz
256MB RAM
CD–ROM or DVD–ROM
200MB free disk space
10/100 NIC (Network Interface Card)
USB or PCMCIA 802.11b/g wireless adapter
Mac OS 10.3 or Higher
Please note that wireless adapters are not supported for Mac.
FAST & Extra–FAST
233 MHz
128MB RAM
CD–ROM or DVD–ROM
100MB free disk space
10/100 NIC (Network Interface Card)
USB or PCMCIA 802.11b/g wireless adapter
Super-FAST & Ultra–FAST 1.3 GHz
256MB RAM
CD–ROM or DVD–ROM
200MB free disk space
10/100 NIC (Network Interface Card)
USB or PCMCIA 802.11b/g wireless adapte

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.

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 backup 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 backup 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.

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.

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 troubleshoot 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 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 indoor 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.

Contact Us

Internet & Email Technical Support 24 hours a day, 7 days a week 1.800.314.9209 Telephone Repair 24 hours a day, 7 days a week 1.888.984.1515 Billing & Customer Support Monday – Friday  8:30am – 5pm EST  1.866.984.3001 Payment Arrangements Monday – Friday  8:30am – 5pm EST  1.877.212.7445 Teletypewriter (TTY) Users For orders, product information, billing questions, overdue account questions and payment information:

Dial 711 and ask them to relay the call to 1.866.984.3001

For Repair Services:  Dial 711 and ask them to relay the call to 1.888.984.1515