FAQ

Frequently asked questions

What is fiber?


Fiber optic internet is the fastest way to transmit data. It connects almost all of the internet backbone today and is the future of home connectivity. DSL and cable transmit data with electrical pulses, but fiber transmits data with light across glass fibers. One of the biggest advantages to fiber optic cable is its future upgradability. While technologies like DSL are falling farther and farther behind connectivity needs, fiber is a long-term solution. In the future when speeds need to be upgraded beyond current capabilities, it involves only a simple home equipment replacement, not a cabling replacement.




What equipment will I need?


You won't need any of your own network equipment because we include your wireless router in your service plan.




What equipment do you provide?


All residential internet plans include an ONT (optical network terminal) and a wireless router. The ONT connects to the fiber jack that we install inside your home. It includes one ethernet jack to connect to your wireless router as well as a phone jack for optional phone servi Calix 803G ONTce. Calix 803G ONT The eero Pro wireless router connects to the ONT. It includes one extra ethernet jack for connecting your devices. It supports tri-band 802.11ac wireless with 2x2 MU-MIMO, beamforming and mesh networking. Additional eero Pros can be used as mesh extenders. They can connect to the router either wirelessly or with an ethernet cable (preferred). If you want to use your own wireless router, we will provide just an ONT to convert your fiber connection to an ethernet jack.




Can I use my own router?


Yes, however in order to take advantage of the fast speeds that we offer, it is important to use a latest-generation wireless router - like the one that we provide.




How does the installation work?


If you live in a single family home or condo that has already has service installed, your installation will be performed in one quick appointment by a Thrive Broadband technician. In that appointment, the technician will plug in your ONT (optical network teminal) and wireless router. If you live in a single family home or condo that has not yet had service installed, your installation appointment will take about 1-3 hours, depending on your home. In that appointment, a Thrive Broadband technician will work with you to determine the best location for the fiber jack inside your home as well as the wall box on the outside of your home. Once the locations have been selected, the technician will install the wall box, the fiber jack, and the cabling to connect the two. After that appointment, our construction crew will install the cable from the nearest vault or pedestal to the wall box on the side of your home (you won't need to be home for that part). When your service is ready, we schedule a second appointment to setup your ONT (optical network terminal) and wireless router. If you live in an apartment, no installation appointment is necessary! Just give us a call and we can have your internet up and running in a matter of minutes.




What are the actual speeds that I can expect?


You should always be able to use your plan's full speeds- day or night. However, speeds to each device within your home will vary. The best way to get the fastest speeds is to use an ethernet cable to connect to your router. Even when using a wired connection, however, some older or less powerful devices may not be able to use the full speed of your internet connection. You will see more speed variance in devices that are connected via WiFi. The speed that each device is capable of using on WiFi depends on the wireless chipset inside. Newer flagship smartphones and tablets, for instance, can typically achieve download and upload speeds of 300-400 Mbps when they are right next to the wireless router. Older devices may only be capable of speeds of 20-40 Mbps. The farther your devices are from the wireless router, the slower the speed will be. Keep in mind that when you perform a speed test on a device you are testing the speeds to the device, and not the speeds to your home. If a device is unable to use the full speed in your plan, that is okay. You have many devices that all share the speed of your plan simultaneously. If you have any questions about the speed capabilities of your devices, ask your technician or call Thrive Broadband customer support. Finally, it is important to note that because of the limitations of gigabit ethernet ports, customers with our Thrive Gigabit plan should expect to see top speeds of ~900 Mbps.




How many mesh extenders do I need?


The number of mesh extenders you need will depend on the size of your home and the speeds that you want to have throughout your home. Generally, 1-3 bedroom homes need 0-1 mesh extenders depending on the size of the home. 4+ bedroom homes may need 1-2 mesh extenders depending on the size of your home and speed of your plan. Home construction also greatly affects WiFi coverage and performance. Concrete, metal, and stucco walls significantly impact WiFi coverage and speeds.




How much do mesh extenders cost?


eero Beacons are available for purchase for $149. eero Pros are avialable for purchase for $199. Your Thrive Broadband technician can help you decide which is the best fit for your home!