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Frequently Asked Questions

GENERAL

Q. I read/heard Roanoke Connect is going live - where and when?

A. You heard right! Our first fiber installation was in Jackson, NC in November 2020. We are providing internet service based on funding from the NC Great Grant. We identified areas in our region that have no internet access at all or very limited service, so this will be our beginning 2021 path. While there are many other areas that have limited access, this is a start to a better future. We have started in Jackson, then will move on to Conway/Murfreesboro/Como areas and then to the Gates/Hobbsville areas of Gates County. You can check our Roanoke Connect service area maps at https://register.roanokeconnect.com/front_end/zones or by clicking Service Areas at the top of this page.


Q. Will you be servicing other areas?

A. Yes, we will be going to additional areas once we receive funding from other grants we have applied for this year. The NC Great Grant provides funding for Bertie, Hertford, Gates and Northampton counties, but we have applied for many more federal and state grants.


Q. Why has the installation taken so many years?

A. If the business of providing rural broadband service was easy, we wouldn't be doing this. We know how much broadband services are needed in this area. We have learned a lot along this journey and made a few missteps along the way, but feel confident in our decision to deploy fiber-to-the-home as the best option for our communities now and to prepare for the future.

Q. Will your service and speeds be able to handle the demands of working from home and virtual schooling?

A. Yes, yes and yes!  We are happy to provide you with service that allows for symmetrical speeds for downloading and uploading. We will be offering packages of 100 Mbps by 100 Mbps and all the way up to 1 gig by 1 gig. You can view our products and pricing at https://register.roanokeconnect.com/front_end/products or by clicking Products at the top of this page.


Q. What can I do while I wait until you get to my area?

A. Sign up here or at www.RoanokeConnect.com by entering your address and your contact information so we know the demand for your community. We can also communicate with you directly to give you updates along the way.


Q. What other benefits does Roanoke Connect provide REC’s member-owners and the community?

A. Roanoke Connect covers REC’s entire service area; including residential, business, and community anchor institutions. The project will help fulfill broadband needs in the areas of education, economic development, healthcare, public safety and local governments. The project is a community effort, needing the support of counties, schools, and others to leverage REC’s assets for build-out and to take advantage of resources owned by others (i.e. water towers, antennas, etc.)


Q. Does this include phone service?

A. Phone service is not yet available, but will be in the future.


Q. Who will take calls for connects/ disconnects?

A. Roanoke Electric Member Services Department. The hours for the call center will be the same as Roanoke Electric. All billing and service inquiries will be handled through Member Services.


Q. How will we handle rental locations?

A. We will connect similar to electric service with the landlord’s permission for the devices.


Q. When will I get my first bill and how will I receive it?

A. Your first bill will generate in one of four billing cycles, much like that of the electric billing. Electric and internet bills will not be combined. Your internet bills will be e-mailed FREE of charge. A monthly paper copy of your invoice can be mailed for $2.50 per month. The first bill will be pro-rated from the date of installation and include an additional full month in advance charge. Subsequent bills will be for the amount of the monthly charge plus any applicable fees. (Fixed wireless accounts are in the process of being moved over to this new billing system.)


Q. What if the internet or smart grid devices are not working?

A. We have a 24/7 technical support line for the internet and devices at 1-833-813-2220 or 1-800-433-2236, option 4.


Q. Will I be able to choose whether I want Fiber-to-the-Home or Fixed Wireless?

A. No, a technician will make the determination based on a site visit.

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Smart Grid Devices
*ROANOKE ELECTRIC COOPERATIVE MEMBER-OWNERS ONLY*

Q. How will Roanoke Connect help me save money?

A. Electric bill credits for member-owners who allow us to install one or more of our devices at their homes or places of business and / or agree to participate in our energy savings programs:

• $4 monthly credit for Wi-fi Enabled Smart Thermostat program

• $1 monthly credit for Water Heater Load Limiting Program

• $0.50 monthly credit for E-Bill

• Remote payment functions, rewards and discount programs

• Lower energy usage when using the connected devices


Q. Will the Water Heater Control make my water cold?

A. No, the water heater control turns the elements off during high demand peak periods for electricity. During that time, your tank will retain its temperature; however, if the device senses a change in the temperature of your water due to use, it will stop the event and turn your elements back on as normal.


Q. Will I be able to control my HVAC unit using the Wi-Fi enabled thermostat if the internet is out?

A. Yes, the thermostat can still be set/adjusted manually using the device on the wall without an internet connection.

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FIBER-TO-THE-HOME

Q. How long will the installation take?

A. FTTH-The installation for the internet takes about 1.5 hours and an additional hour each for the smart grid devices. Please plan for at least a 3.5 hour window for full installation.


Q. Will I need to purchase any equipment?

A. Not at this time. (Subject to change.)


Q. Where should the router be installed in my home?

A. As close to the center of your home as possible. A centralized location will give you the best signal throughout the home. A technician will help determine the best location prior to installation.

Q. Will you buy out contracts from other providers?

A. No.


Q. Is there unlimited data?

A. Yes.


Q. Will you throttle back the throughput once someone exceeds a certain amount of data?

A. No.

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FIXED WIRELESS

Q. How much will it cost?

A. Member-Owners-Fixed Wireless: $44.99 per month for an internet connection. Installation is $99.99 and can be waived with the installation of the smart grid devices.
Non-members-Fixed Wireless: $59.99 per month for an internet connection. Installation is $99.99.

Custom installation charges can be quoted at time of installation.


Q. Will I need to purchase any equipment?

A. No, the radio will be mounted on the outside of your home/ business. Inside you will have a router.


Q. How long will the installation take?

A. Fixed Wireless-The installation for the internet takes approximately 2 hours and an additional 1 hour each for the smart grid devices. Please plan for at least a 4 hour window for a full installation.


Q. What speeds will be offered?

A. We are not quoting speeds at this time for fixed wireless as it is a best efforts service; however there is enough throughput for streaming/gaming, with no buffering.


Q. Will you buy out contracts from other providers?

A. No.


Q. Is there unlimited data?

A. Yes.


Q. Will you throttle back the throughput once someone exceeds a certain amount of data?

A. No.