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FAQ

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Frequently Asked Questions

 

 

About mi-fiber

WHO IS MI-FIBER?

mi-fiber has been formed for the express purpose of using the latest generation technology to provide an unparalleled broadband experience to the city of Waukee. As an affiliate of a technology cooperative with over 60 years of service history, mi-fiber was formed to combine technological and financial depth, with a commitment to personal service and community engagement. We don’t serve, nor do we ever intend to serve, hundreds of markets which naturally limits the ability to excel in providing service to a specific area. We’re a progressive company, whose geographic focus is, by design, limited in scope. We’re here to provide unmatched technology and unparalleled service to the people of Waukee!

What are the advantages of mi-fiber’s services?

Unlike other providers whose broadband services leverage networks that were designed around the delivery of traditional voice and video services, the mi-fiber network will employ the latest, state of the art, fiber optic technology and design techniques specifically crafted for the delivery of Broadband services. The result is a supremely fast, reliable and consistent Internet experience.

In contrast to other networks presently serving Waukee, mi-fiber is deploying an Active-E fiber optic topology. Traditional broadband networks have either sought to optimize legacy technology such as copper based telephone plant, or employ designs using coaxial or fiber optic technologies whose deployment bends towards cost efficiency versus speed optimization and service consistency. These systems will naturally be affected by the number of neighbors using the Internet at any given time as an Internet signal is split and shared between subscribers within a fixed geography such as a neighborhood.

Have you ever experienced inconsistent Internet speeds? Lagging Internet speed is often a product of multiple users vying for a given level of shared broadband. With mi-fiber, service will never be affected by your neighbor’s usage. An Active-E design does not use “splitters” to share a signal, but rather provides a dedicated IP connection – there is not a more robust network design available today. mi-fiber’s design offers a level of speed and service consistency that is unmatched.

Beyond the advantages offered by state-of-the-art technology, mi-fiber’s focus will emphasize personal and supremely responsive service. mi-fiber grew out of a cooperative-based organization where providing responsive service to the cooperative “member” is central to its operating charter. mi-fiber will be bringing that culture of service, combined with the latest technology, to the residents of Waukee – creating an unrivaled overall customer experience.

What is the time frame for the fiberhood build outs and when can we expect to have service?

While we would love to build out fiber to all of Waukee right away, the realities of construction timing, weather, etc. means that we won’t reach everyone this year. We are currently constructing our network in Fiberhood D.  Following the completion of Fiberhood D, pending weather and other construction delays, we plan to complete construction in Fiberhoods C and E by the end of 2017.  After these first three Fiberhoods, construction priority in 2018 will be determined by the number of sign-ups in each area (see the map and priority status here).

At this time we can’t tell you exactly when the remaining Fiberhoods will be built, but we can tell you that we are working diligently to bring you mi-fiber high speed Internet service as soon as possible!  If a commitment with your current provider is not required, you may want to avoid locking yourself in so that you are able to enjoy mi-fiber service as soon as it is available.  Otherwise, the best way to bring mi-fiber service to your neighborhood sooner is to sign up and encourage your neighbors to sign up so that your Fiberhood can move up in the construction order! You can earn a $25 bill credit through the mi-fiber referral program for each new customer that signs up and tells us that you referred them! Learn more about the mi-fiber referral program here.

Will you be bringing service outside of Waukee and your designated “Fiberhoods”?

At this time, we are focused on providing the best possible Internet experience in the Waukee area.  Once that service is established, we may consider expanding to other surrounding areas of the Des Moines metro.  Waukee has been segmented into a series of “Fiberhoods” and we have already started construction in Fiberhood D. Afterward, we will proceed to Fiberhood C and then through the rest of the designated Fiberhoods.

Want to increase the chance of mi-fiber coming to your neighborhood? Continue to submit your interest and encourage your neighbors to submit their interest as well!

You may check out our service map of Waukee to stay up-to-date on our progress at this link

Is mi-fiber committed to net-neutrality (the equal treatment of all traffic)?

mi-fiber does not implement any congestion management techniques. mi-fiber operates our network to accommodate the necessary traffic requirements. In the event of congestion, all traffic is classified as best effort. mi-fiber does not discriminate against any customer traffic. mi-fiber utilizes the network management techniques that are equal and standard across all user applications. We do not modify our network to make our directly served applications perform better than applications a user would access over the general Internet.

Where can I go to find out more about mi-fiber’s services?

If after exploring the information on our website you still have questions about mi-fiber, its unmatched fiber network, or our service packages, please reach out to us at 1-844-499-0399 – we’d love to talk!

 

mi-fiber Service

Are there data caps associated with the plans and what are the caps per plan?

In conjunction with the provision of this service, mi-fiber shall refrain from imposing any specific data caps on Customer’s usage.  Nevertheless, in order to insure Customer uses mi-fiber’s service in a reasonable manner, should Customer’s usage exceed the average usage within the Customer’s Service Tier by five times (5X) or more, for two (2) consecutive billing months (excessive usage), mi-fiber shall reserve the right to promote Customer to the next higher speed tier upon appropriate notice.  For Customers subscribing to mi-fiber’s Gigabit service, mi-fiber shall reserve the right to move Customer to an appropriate commercial plan. mi-fiber shall contact the Customer prior to moving Customer to the next Service Tier or imposing additional fees, should the Customer’s usage be identified as excessive

What does the customer installation consist of inside and outside of the home?

During the installation process, mi-fiber will place a fiber “drop” running from the mainline in your neighborhood to your home. There will be a small box (approximately 4×10 inches) on the outside of the home where the fiber will enter the building.  This will usually be in the area where utilities enter the house, often near a garage.  On the inside of the home, usually on the other side of the wall from where the outdoor box is placed, we will place an indoor Optical Network Terminal (ONT). This ONT must be plugged into a power source for your Internet to work.  You can purchase battery backups from mi-fiber or other sources if you want your Internet service to work in case of a power outage.

From the indoor ONT a CAT 5E or CAT 6 cable will be run to a router/modem that will be placed in a more central location in the home for better Wi-Fi access.  You will also be able to connect up to 4 wired devices directly to the router. If you select our Constant Connect Managed Wi-Fi Service, the technician will make sure that the signal saturates the entirety of your home and will assist you in getting all of your devices connected to your new mi-fiber Internet service.  Under Constant Connect, there is an additional monthly charge if additional access points are necessary to ensure there are no Wi-Fi deadzones in your home. The Constant Connect service provides absolute assurance of both in home signal coverage and device connectivity/Wi-Fi performance with a 24/7 Concierge Hotline, 24 Hour In Home Wi-Fi Monitoring, No Cost Next Day In-Home Issue Resolution, Worry Free Equipment Replacement Guarantee, and a Signal Saturation Guarantee.

Will techs help connect devices to Wi-Fi during installation?

At the time of installation, the technician will ensure that the Wi-Fi connection is working properly before leaving.

For customers who select the “Constant Connect” Managed Wi-Fi service at signup, the technician will make sure that the signal saturates the entirety of your home and will assist you in getting all of your devices connected to your new mi-fiber Internet service. The Constant Connect service provides absolute assurance of both in home signal coverage and device connectivity/Wi-Fi performance with a 24/7 Concierge Hotline, 24 Hour In Home Wi-Fi Monitoring, No Cost Next Day In-Home Issue Resolution, Worry Free Equipment Replacement Guarantee, and a Signal Saturation Guarantee.

Otherwise, customers who select the standard Gigabit Enabled Router Rental or to purchase the router will assume responsibility of managing their own Wi-Fi network, including device connectivity.

Can residential customers obtain static IP addresses?

All customers will have static IP addresses.

What will happen if the customer subscribes to one connection speed and decides that they need a different speed?

With the one year service agreement, the customer would need to remain at the level he/she signed up for one year. The customer may move up to a higher level with no penalties, however if they downgrade during the one year, then they would be required to repay the promotional pricing (the free month/s) they received for starting at the higher level. Changing the service level will not extend the service agreement term.

Is there a penalty if a customer breaks the 1 year service agreement?

If the customer terminates the agreement before expiration of its term, the customer will be obligated to pay the applicable monthly charges for each service period remaining in the agreement.  Upon termination of service (both before and after completion of the term of the service agreement), the Customer must return the modem and any other equipment in working order, or shall be billed for the equipment costs.  The customer will have the opportunity to review the Service Agreement before signing and committing to the terms.

Are there any services/applications that are not allowed on the network?

Please see the Acceptable Use Policy.

 

 

mi-fiber Pricing and Payment

Are the residential prices currently listed promotional pricing for a limited time? If so, when do the promotional prices and / or contract end, and what are the ongoing prices per month following the promotional period?

The prices listed are our regular prices and are not promotional prices.  mi-fiber does not pre-engineer cost increases when you reach the end of the contract.  What you see is what you get! There will be a one year Service Agreement required.  If the need for a price increase arises, you will be notified well in advance.

Is the $25 pre-registration deposit refundable if the customer decides not to take service?

Yes, the deposit is refundable should the customer decide they do not want mi-fiber service prior to installation.

When will the customer make their first payment and what is the billing schedule?

Upon receipt of a signed Service Agreement, mi-fiber will collect payment for the first month’s service and router rental or purchase (by credit card or mailing a check). Your $25 pre-registration deposit will be applied to your account at this time. mi-fiber bills for service in advance.  Monthly bills should be received by the first of every month. Payments are due upon receipt but delinquent after the 21st day of the month.

How are the “free months” of service applied?

The free months of service promotion applies to the Internet service only.  The customer will still pay the monthly router rental fee or Constant Connect Managed Wi-Fi Service fee, and applicable taxes.

 

 

mi-fiber Router Selection

What if a customer prefers to own their own router or purchase outright as to not pay the monthly rental fee?

The customer has the option to select the basic router rental for $9.95 per month, Constant Connect Managed Wi-Fi Service (including router rental) for $14.95 per month, or pay a one-time router purchase price of $179.95. We are using the router as a demarc for a test point for our services, so that we can check for any problems up to the router. The basic router rental covers replacement if the router should fail and also covers the additional service and any replacements you may receive. Customers that elect to purchase the router are responsible for any costs associated with repairs or replacement equipment needed, including labor and trip fees. If you wish, you can run your own router behind ours and we can open up ports and provide a second subnet for a minimal charge of $4.00/month.

Will Constant Connect monitor customer service needs (whether they need to change speed tiers, etc.)?

Yes, under Constant Connect, we will contact you if you need to upgrade speed tiers – for example, if you have been maxing out your bandwidth and would benefit from a faster speed.

Is the router included as part of installation cost?

The router is not part of the installation cost. The router is covered by the $9.95 monthly router rental fee, the $14.95 monthly Constant Connect Managed Wi-Fi service, or the one time purchase price of $179.95.

What kind of coverage can I expect from one wireless router inside my home?

For example, a 1600 foot square house with a basement and no metal should have complete coverage throughout the house and onto the back deck using one router.  If you select the Constant Connect Managed Wi-Fi Service, we will evaluate your home at the time of install and add any necessary access points to ensure that you have excellent coverage. There is an additional monthly charge for each device added.  If you are not interested in Constant Connect, mi-fiber provides one router and it will be as centrally located as possible to give you the best coverage with one device.

Can the customer change their router selection at any time? Are there penalties?

Yes, customers can change their router selection at any time. If the customer starts with Constant Connect and decides to downgrade to the standard router rental, there is no penalty. The customer would need to return any additional access points that were installed by mi-fiber with the Constant Connect Managed Wi-Fi Service and would no longer enjoy the benefits of this service. If a customer that has initially elected to rent the router (either the standard router rental or Constant Connect) wishes to purchase the router outright, the customer may do so with no penalties. The router rental fees that the customer has already paid will not be applied to the cost of the router purchase. At the time of purchase, the customer will assume all responsibility for any costs associated with repairs or replacement equipment needed, including labor and trip fees.

How are the routers wired and what type of wiring do these routers connect to?

The circuit starts on a 1 Gbps Active Ethernet port on the access equipment in a cabinet that serves the “Fiberhood”. That fiber rides underground and connects optically to an indoor ONT (Optical Network Terminal) inside the customer premise.  From the indoor ONT there is an electrical Ethernet cable (CAT 5E) that connects to the WAN side of the router (BEC 8920AC).  From the router the customer can connect using wireless interface or up to 4 electrical interfaces on the LAN side of the router.