Once the service contract is signed, the installation process begins and is completed in 3 phases:

  • Phase 1: Initial Equipment Placement

  • Phase 2: Running the Fiber to your Home

  • Phase 3: Fiber Splice and Activation

Phase 1: Initial Equipment Placement

Our scheduling department will contact you to schedule Phase 1 of your installation.

Appointments are only available in 4 hour blocks to allow for unexpected delays. Please note, you will be scheduled for a 4 hour block in the morning or afternoon.

During this appointment, the Fiber Service Technician will recommend the best location for NID placement (outside) and fiber to ethernet handoff (inside) based on the layout of your building. This is where the fiber will be ran in Phase 2.

Customer is responsible for receiving recommendation and agreeing to the final best location within the scope of the installation. Customer has opportunity to give final input and will sign the Installation Acceptance Form, showing the location was agreed upon by the technician and homeowner. MSFN will not be held responsible for final location agreed upon by customer.

An entrance hole will be drilled through this NID enclosure into your home and a fiber optic jumper cable will be ran inside to where it will be connected to our fiber to Ethernet handoff. (See diagram, right)

Standard Connection Users will connect their own wireless router to this device once Phase 3 is complete.

A Standard Connection Installation includes:

  • A fiber optic jumper cable
  • A fiber to Ethernet handoff.

Managed Connection Users will be provided a wireless router connected to this device which will not be active until Phase 3 is complete.

A Managed Wi-Fi Installation includes:

  • A fiber optic jumper cable
  • A fiber to Ethernet handoff
  • A Wi-Fi Router capable of both 2.4 GHz and 5 GHz
  • 2 Analog Phone Ports for telephone services (optional)

Equipment Placement Considerations:

A power outlet will be required for the router to plug into.

The fiber optic jumper cable will be ran through an exterior wall into the interior. We will not run cable through finished walls vertically or horizontally, only directly through.

An authorized user 18 years of age or older must be home for this portion in order to sign the Installation Acceptance Form. If someone needs to be added to the account, this MUST be done before scheduling can take place. Please contact our office to request this form. If no authorized user is home, the installation will be rescheduled.

After it is mounted, the NID enclosure cannot be moved without an additional charge. The Field Technician will confirm with you before mounting the equipment to your exterior wall.

Phase 2: Running Fiber to Your Home

Our Outside Plant Crew (OSP) will then need to run the fiber to the NID enclosure placed in Phase 1.

This will be a separate visit and the time table is dependent on OSP team’s schedule. You do not need to have anyone home for this phase. Please contact our office if you wish to be home for this.

Considerations:

An 811 locate will be requested for your property. A 3rd party utility marking company will visit your property to locate and mark public utilities. Please be aware that private utilities will not be marked or located. You will identify and mark private lines and notify us in writing on their location.

Your initial equipment installer from Phase 1 will not know what path the fiber crew will take on your property to reach the NID enclosure. This is at OSP’s discretion and is determined based on property, current utility lines, private line locations, and property features.

If you wish to be home for this step, or have any questions or concerns, please let your initial installer know so we can make a note of it on your account.

Phase 3: Fiber Splice and Activation

Once the fiber has been ran to the NID enclosure, a separate Fiber Splice Technician will be scheduled to splice the fiber. This will be a separate, but final, visit and time table is dependent on OSP’s schedule. You will not need to be home for this process.

Once the splice is complete, our Network Operations (NOC) team will be notified and they will then notify you to turn on your equipment via email and phone call.

Once we see that your equipment has power and shows up in our system, we will provision your equipment with your speed package and information.

We will then contact you via email and a phone call, to let you know your services are active and it may not occur on the same day. Your billing cycle will begin after activation.

Please Note: Our installation process may take up to 60-90 business days to be fully activated. You will see an installation quarter outlined in your service contract. However, we will do our very best effort to complete your installation within a shorter timeframe of 30-45 business days from the completion of Phase 1. Factors outside of our control may affect this timeline.

Analog Phone Service

Once your internet service is activated, we will begin your phone porting process.

If you are porting an old number, it usually takes between 8-15 days for the prior carrier to release the number. We will not come back out to make the switch. However, we will call you to let you know when to expect the change to occur.

You will need to run your own phone cord from the Phone 1 or Phone 2 port on the Mainstream Fiber router to your telephone base. You may use any standard or cordless analog phone with our service.

It is necessary to purchase additional equipment, please let us know if you have questions.

Please Note: If you require onsite support or service, and the issue is determined not to be on our side (any issue beyond the router), there is a $100 per hour charge for our services and a one hour ($100) minimum. Time is billed in 15 minute increments after that.

Troubleshooting Internet Speeds

Please note that the speeds that you select from Mainstream Fiber are measured by having a hardwired connection between your device and the route with an Ethernet cable.

Mainstream’s Unleashed and Unlimited speed of 1 Gbps download and upload is offered in a “best effort” manner and can be affected by factors outside of our control. For more information on how to get the most out of your speeds, please read the “Are You Gigabit Ready” documentation available at our office or here.

You can test your speed at speed.msfiber.net to see what your internet speeds are. If you see a significant issue with these speeds, please give us a call at (844) 752 – 6736 or email us at info@msfiber.net.

Wi-Fi Considerations

A wireless network uses radio waves, as such, your wireless signal is affected by the same things that can affect radio waves. When placing your router, consider the following:

Pick a central location in your home, not a corner, as routers send out signal in all directions. It also helps to place the router as high as possible, such as on top of a book case, or mounted on the wall as routers tend to spread signals downward.

Avoid large metal objects around the router, as the metal can cause signal interference. Avoid placing the router near other electronic, as these electronics can interfere with the wireless signal produced by the router. Some examples of electronics that can cause signal issues are presented below.

If your home is greater than 1500 square feet, or consists of multiple levels, you may want to consider getting a Wi-Fi Booster, such as the ones Mainstream Fiber Networks offers.

Drone

Wideband

Interference Level:

Microwave

Narrowband

Interference Level:

Motion Sensor

Narrowband

Interference Level:

Wireless Headset

Frequency Hopping

Interference Level:

Baby Monitor

Frequency Hopping

Interference Level:

Game Controller

Frequency Hopping

Interference Level:

Bluetooth

Frequency Hopping

Interference Level:

Audio Transmitter

Wideband

Interference Level: