The installation process begins and is completed in 60-90 business days after the successful completion of Phase 1. There are 4 phases within the installation process.

  • Phase 1: Pre Site Work

  • Phase 2: Scheduling

  • Phase 3: Installation and Termination

  • Phase 4: Activation

Phase 1: Pre Site Work

An 811 locate will be requested for your property prior to our Phase 3 visit. 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 by MSFN. Customers are responsible for identifying and marking private utilities and notifying MSFN in writing of the location of utilities prior to the Phase 3 appointment. The placement of the fiber will be determined at this time.

Our Field Service Technician will visit the site to determine the best route for our fiber, and mark it with white paint. This marking will be the proposed route we will take when installing the fiber.

The NID (Network Interface Device) location will be indicated with a white X on the ground at the exterior of the home. This is at Outside Plant (OSP) discretion and is determined based on property, current utility lines, private line locations, and property features.

Prior to scheduling in Phase 2, if the proposed route we have identified is not acceptable or agreed upon, we can facilitate designing a new route. If you do not agree with the NID placement identified by the white X, please contact our office at 844 752-6736 to request a new route. A new route would be subject to an upcharge for the customization.

Phase 2: Scheduling

Appointments are only available in 4-hour blocks. Please note you will be scheduled for a 4-hour block in the morning or afternoon. Morning appointments are from 8 AM to 12 PM and our afternoon appointments are from 1 PM to 5 PM. The scheduler will contact you for the 4-hour block that works best for you.

Keep in mind, during your Phase 3 appointment, an authorized user 18 years of age or older must be home for this portion. This authorized user must be listed on your MSFN account. If an authorized user needs to be added to the account, this MUST be done before your scheduled appointment can take place. Please contact our office to request this form. If no authorized user is home, the installation will be rescheduled.

Phase 3: Installation and Termination

During your appointment, the Fiber Service Technician will complete the NID placement on the outside of the home and the fiber to Ethernet handoff inside of the home based on the proposed fiber route. Once completed, this is where the fiber will be run to later in this phase.

The Customer, or an authorized user 18 years of age or older must be home for this portion. They will be responsible for receiving recommendation and agreeing to the final best location within the scope of the installation. They will then sign the Installation Acceptance Form, showing that the technician and Signee agreed upon the location.

Once the NID enclosure has been successfully placed on the agreed-upon location on the outside of the home, if relocation is requested by the customer an upcharge for customization will apply.

After the NID enclosure is placed on the outside of the home, an entrance hole will be drilled into your home and a fiber optic jumper cable will be run inside to where it will be connected to our fiber to Ethernet handoff. (see diagram above)

A Standard Connection Installation includes:

– A fiber optic jumper cable
– A fiber to Ethernet handoff

Standard Connection Users will connect their own wireless router to the fiber to Ethernet handoff.

A Blast 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 service (optional)

Blast Wi-Fi Users will be provided a wireless router connected to this fiber to Ethernet handoff, which will not be active until Phase 4 is complete.

Equipment Placement Considerations:

  • Power outlet will be required for the router to plug into
  • NID enclosure must be placed on an exterior wall
  • NID enclosure cannot be placed higher than reaching distance from the ground
  • NID enclosure will not be placed within garages, basements, crawlspaces, or any area not accessible to MSFN technicians at all times of day/weather conditions
  • NID enclosure must be placed away from private utilities such as propane, to avoid any safety issues when installing the fiber

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

Please do not turn off equipment placed in this phase by the Fiber Service Technician.

OSP will then need to run the fiber to the NID enclosure that was placed.

Once the fiber has been ran to the NID enclosure, a separate Fiber Splice Technician will splice the fiber. Splicing will occur in the next 2-3 weeks after the fiber has been ran to the NID. This will be a separate and final visit. You will not need to be home for the splicing process.

Phase 4: Activation

Once the splice is complete, our Help Desk 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. Your billing cycle will begin after activation.

Please note: Our installation process may take up to 60-90 business days to be fully activated after the completion of Phase 1.

Analog Phone Service

If applicable, 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 may use any standard or cordless analog phone with our service. You will need to run your own phone cord from the Port 1 on the Mainstream Fiber router to your telephone base. If you have any questions regarding your voice services please contact us at 844-752-6736 Ext 3006.

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 router 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 on our website.

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

For the best and most accurate speed test results ensure that you are performing a hardwired speed test. If you are not doing a hardwired speed test, you risk the chances of the speed test being unreliable and unpredictable.

Please note: If you require onsite support or service, and the issue is determined not to be on our side (any issue outside our control to resolve remotely), 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.

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 recommends considering a Wi-Fi Booster, such as the ones Mainstream Fiber Networks offers.

Asset 16@4x-100

Drone

Wideband

Interference Level:

Baby Monitor

Frequency Hopping

Interference Level:

Microwave

Narrowband

Interference Level:

Game Controller

Frequency Hopping

Interference Level:

Motion Sensor

Narrowband

Interference Level:

Bluetooth

Frequency Hopping

Interference Level:

Wireless Headset

Frequency Hopping

Interference Level:

Audio Transmitter

Wideband

Interference Level: