Call us at (814) 636-1500

FAQ

Frequently Asked Questions (FAQ)

While we strive to clearly communicate the technology, install processes and more importantly the benefits of fiber-to-the-home (FTTH), we understand that there will be many questions that you might have on those topics. As we move forward, we’ll be updating this FAQ based on the feedback from you. Be sure to click the question to reveal the answers that we prepared based on our feedback thus far. Thanks for checking out VNET Fiber. We look forward to expanding to your neighborhood in the future.

General

General

  • Standard vs. Custom Fiber Installation

    Standard Fiber Install (Free)

    • Installation of any exterior equipment that is needed to enable a customer to receive services
    • Running of Fiber on the interior through attics or unfinished basements to the receiver outlet
    • Any installed exposed cabling will be neatly dressed
    • A short tutorial to help the customer understand how to use the service.

    Custom Fiber Install (Residential cost $50 per outlet – Commercial cost $100 per outlet)

    • Running Fiber through walls or other areas that are difficult to thread the Fiber through.
  • What is a “Service Zone?”

    These are smaller areas designed within a Service Area. Service Zones are primed to have fiber run directly to the houses within it and are limited to a few neighborhood blocks. People living in a Service Zone can sign up for service and will eventually have their service installed in their home.

  • What is a “Service Area?”

    A township, city, or municipality where VNET already has a large fiber optic network presence. People living in a Service Area can register their address and information. It is within these boundaries that the actual Service Zones get designed.

  • What is Fiber to the Home (FTTH)?

    The Fiber to the Home Council of America describes it like this:

    Fiber to the home (FTTH) is the delivery of a communications signal over optical fiber from the operator’s switching equipment all the way to a home or business, thereby replacing existing copper infrastructure such as telephone wires and coaxial cable. Fiber to the home is a relatively new and fast growing method of providing vastly higher bandwidth to consumers and businesses, and thereby enabling more robust video, internet and voice services.

  • Do you charge for a deposit like I see other fiber internet services doing in other parts of the country?

    Nope. When you say you want fiber Internet, we believe you.

  • How much will this cost me… really?

    Because of the nature of our five step rollout we offset the high cost of installation with a likely number of committed subscribers. This means that installation from “the poles” to your house is FREE on our first pass through your neighborhood. Other companies charge add-on or hidden fees; we don’t. Our service includes at least one of everything you need for the Internet, home WIFI, HDTV, and voice service though we do not provide the phone itself.

  • What kind of services will I be able to sign up for?

    We are offering three tiers of Internet (1 Gbps, 500 Mbps, and 150 Mbps), three tiers of HDTV (“Basic,” “Expanded” and “Expanded Plus”) and home phone service.

  • How are “zones” identified?

    When we look to expand our network, many factors are considered. The primary factor is proximity. The closer to our existing fiber network the better. We also examine the number of homes and neighborhoods we could serve with our investment. Finally, we use those homes and neighborhood counts to create service zone boundaries.

  • How are the “areas” identified?

    We’ve been constructing our fiber network over the years to meet the needs of area businesses. We have marked the townships that currently contain substantial fiber infrastructure. This allows us to reach homes and neighborhoods more readily. If your address does not fall into one of the areas that are marked today, we may be including your neighborhood in the future as we continue to expand our reach.

  • Why would I want that much speed to my home?

    Fiber optic internet can truly improve your quality of life with unbridled internet access for:

    • Streaming movies and video services simultaneously on different devices throughout your home without buffering
    • Browsing the internet without loading delays
    • Opening the door to virtual meetings, office visits, and other social events through real-time video conferencing
    • Gaming benefits like fast server connections, streaming, broadcasting and other sharing capabilities

Construction

Construction

  • What if I have other buried facilities?

    If your property has underground sprinklers, invisible fence systems, please contact our 24/7 Information Line at 814-456-2076.

  • What if my utilities get damaged during the construction phase?

    If the utility is improperly marked, the damaged utility would be fixed (or reimbursed) by the utility company. If it’s our bad, that’s on us.

  • It’s called Fiber to the Home so what will happen to my home?

    The last two phases of the processes directly affect your home. First, on the outside, we’ll be running the fiber directly to a new “box” that is attached professionally to the exterior. The last steps happen inside the home where we install a “GigaCenter” (modem/firewall/WiFi device), a battery backup unit and then outfit your TV and phone if those services are ordered. Once the equipment has been installed, we then test all of the bright shiny new services.

  • If I have questions about construction in my zone, who do I contact?

    We want to make sure that the construction phase of the processes goes as smoothly as possible for both your benefit and ours! For questions, please call our 24/7 Information Line at 814-456-2076.

Account

  • Part-time Resident? We Have Seasonal Status

    What is the Seasonal Status?

    Our Seasonal Status was designed for customers who are part-time residents. It allows you to put your VNET Fiber services “on vacation” while you’re away – at reduced rates.

    • Keep your equipment in your home
    • Keep your home phone number
    • Keep your comcast.net email address and access it anywhere with an Internet connection

    How does the Seasonal Convenience Plan work?

    You can put your VNET Fiber service on hold from 90 to 180 days – with no reconnection charge and no service call needed when you return. This is one of the great benefits of the Seasonal Status Plan. You’ll enjoy the convenient, no-waiting, hassle-free method of having your VNET Fiber services activated at no extra cost before you return. You can even keep your equipment in your home while you’re away. And, there’s no need to contact us to resume your service, making it one less thing to do when you return.

    Who is eligible to enroll in the Seasonal Status Plan?

    A VNET Fiber customer who is a part-time resident is eligible for the Seasonal Status Plan as long as their account is current, there are no outstanding charges, and it has been at least six months since the start of their last seasonal enrollment.

    How do I pay for the Seasonal Status Plan?

    Enrollment is free. You just pay reduced rates based on your service level. We will continue to mail monthly statements to your designated address.

    What if I don’t want to put my equipment on the Seasonal Status Plan?

    Just return any unnecessary equipment to our location and your Seasonal Status Plan will reflect your remaining service level. You will be charged a hookup fee to reinstall equipment when you return.

Internet

Internet

  • What speeds can I expect from my devices?

    Mobile (Wi-Fi)

    iPhone®

    The following iPhone section represents a popular selection of devices and phones that were released in the same relative period. The corresponding speeds were obtained under real-world conditions. Some devices display a range of results which were derived from a variety of ranges between the Wi-Fi devices and the GigaCenter. Other causes of variation include but are not limited to: home size, home construction and also the specific version of 802.11 wireless employed by the device.

    Device 802.11 version Maximum expected speed
    iPhone 6/6 Plus /6s/6s Plus/SE 802.11ac 90 Mbps – 400 Mbps
    iPhone 5/5s/5c 802.11n 90 Mbps
    iPhone 4s and earlier 802.11n 32 Mbps
    iPad®

    The following iPad section represents a popular selection of devices and phones that were released in the same relative period. The corresponding speeds were obtained under real-world conditions. Some devices display a range of results which were derived from a variety of ranges between the Wi-Fi devices and the GigaCenter. Other causes of variation include but are not limited to: home size, home construction and also the specific version of 802.11 wireless employed by the device.

    Device 802.11 version Maximum expected speed
    iPad Pro 802.11ac 180 Mbps – 390 Mbps
    iPad Air 2 802.11ac 180 Mbps – 390 Mbps
    iPad Air 802.11n 180 Mbps
    iPad mini 2/3 802.11n 180 Mbps
    iPad mini 802.11n 90 Mbps
    iPad (full size) 802.11n 90 Mbps
    Android™ based tablets & phones

    The following Android section represents a popular selection of devices and phones that were released in the same relative period. The corresponding speeds were obtained under real-world conditions. Some devices display a range of results which were derived from a variety of ranges between the Wi-Fi devices and the GigaCenter. Other causes of variation include but are not limited to: home size, home construction and also the specific version of 802.11 wireless employed by the device.

    Device 802.11 version Maximum expected speed
    Nexus 6, Nexus 6P, Nexus 9, Galaxy S6, Galaxy S5, Galaxy Note 4, Galaxy Note 5 802.11ac 180 Mbps – 390 Mbps
    Nexus 5, Nexus 5X, Nexus 7 (2013), Galaxy S4, Galaxy Note 3 802.11ac 90-98 Mbps
    Nexus 4, Nexus 7 (2012), Galaxy SIII, Galaxy Note II 802.11n 90 Mbps
    Galaxy Nexus, Galaxy SII, Galaxy Note 802.11n 90 Mbps
    Nexus One, Nexus S, Galaxy S 802.11n 32 Mbps

    Computers (Wi-Fi)

    macOS® & OS X

    The following Macintosh section represents a popular selection of devices and phones that were released in the same relative period. The corresponding speeds were obtained under real-world conditions. Some devices display a range of results which were derived from a variety of ranges between the Wi-Fi devices and the GigaCenter. Other causes of variation include but are not limited to: home size, home construction and also the specific version of 802.11 wireless employed by the device.

    Device Release date 802.11 version Maximum expected speed
    MacBook Pro and Air 2014 802.11ac 390 Mbps – 585 Mbps
    MacBook Pro 2013 802.11ac 293 Mbps
    MacBook Air 2013 802.11ac 195 Mbps
    MacBook Pro 2011 – 2012 802.11n 270 Mbps
    MacBook Air 2011 – 2012 802.11n 180 Mbps
    MacBook 2009 – 2011 802.11n 180 Mbps
    MacBook Air 2008 – 2010 802.11n 90 Mbps
    MacBook Pro 2007 – 2010 802.11n 180 Mbps
    MacBook 2007 – 2008 802.11n 90 Mbps
    All models Before 2007 802.11a/b/g 32 Mbps
    Windows® (ver. 7/8/10)

    The following Windows section represents a popular selection of devices and phones that were released in the same relative period. The corresponding speeds were obtained under real-world conditions. Some devices display a range of results which were derived from a variety of ranges between the Wi-Fi devices and the GigaCenter. Other causes of variation include but are not limited to: home size, home construction and also the specific version of 802.11 wireless employed by the device.

    Release date 802.11 version Maximum expected speed
    2013 – 2014 802.11ac 180 Mbps – 390 Mbps
    2013 – 2014
    (high-end gaming PCs only)
    802.11ac Up to 585 Mbps
    2012 802.11n 180 Mbps – 270 Mbps
    2007-2011 802.11n 32-90 Mbps
    2006 and earlier 802.11b/g 20 Mbps

    Chromebooks

    The following Chromebook section represents a popular selection of devices and phones that were released in the same relative period. The corresponding speeds were obtained under real-world conditions. Some devices display a range of results which were derived from a variety of ranges between the Wi-Fi devices and the GigaCenter. Other causes of variation include but are not limited to: home size, home construction and also the specific version of 802.11 wireless employed by the device.

    Release date 802.11 version Maximum expected speed
    2015 802.11ac 180-390 Mbps
    2013-2014 802.11ac 180-195 Mbps
    2010-2014 802.11n 180 Mbps

    Computers (Built in Ethernet or USB adapter to Ethernet)

    A wired (or LAN) connection to the Gigacenter is going to have a more predictable result as long as some criteria is met by the computer:

    • Gigabit Ethernet Network Interface Card or 10/100/1000 BaseT (NIC)
    • Many laptops don’t have Ethernet ports so a USB 3.0 to Ethernet adapter is required.
    Manufacture date How is Ethernet connected? Maximum expected speed
    2010 or later Ethernet connector 930 Mbps
    2010 – 2014 USB 2.0 to Ethernet adapter 400 Mbps
    2014 or later USB 3.0 to Ethernet adapter 930 Mbps
    earlier than 2010 Ethernet connector 100 Mbps

    If you are in doubt about the speeds you are receiving, please contact us at (814) 636-1500 so that we can help you get the most out of your fiber internet service!

  • Does VNET Fiber Cap the Data Usage?

    Nope. We want Erie Country residents to experience World Class Internet speeds without the burden of restrictions. We will, however, investigate usage patterns that indicate a Internet security issue (such as trojan or virus that might be on your home network) or illegal activities (pirating for instance) that would be outside of our contract agreement.

  • What does “1 Gigabit per second Internet” really mean?

    On average, residential Internet speed is 10 megabits per second. 1 Gibabit per second is 100 times faster. That’s seriously fast!

HDTV

HDTV

  • Where can I download a channel guide?
  • I like channel X, and I don’t see it on your website. Do you carry it?

    We offer a channel lineup that is very comparable to what the “other guys” carry. An overview of these packages can be found on our main page. However, feel free to reach out to us via our contact page if you have a question or a request.

     

Home Phone

Voice

  • I see you have Unlimited Long Distance. Does this include international calling?

    Not yet. We’re looking to add it as a future feature.

  • Do I need a long distance provider if I use VNET Fiber voice services?

    There is no need to pay for another service with VNET Fiber voice service as it includes Unlimited Nationwide Calling (The United States and Canada).