How do I interpret the speed information provided on the broadband labels?
Speed information displayed on labels includes both upload and download speeds that consumers can expect under typical conditions. It's essential to understand that actual speeds may vary based on factors such as:
Line loss from the ONT (the equipment on the outside of your home) to the router on the inside of your home
Age and type of router
Router placement
Distance of device from router
Age and operating system of device
Outdated hardware or firmware
Interference from other devices (microwave ovens, Bluetooth devices, neighboring Wi-Fi networks, etc.)
Our professional installation includes hardwiring each camera to your fiber network infrastructure for optimal performance.
Yes. EPB Managed Security and Hosted Camera products provide constant visibility into your business operations for peace of mind.
EPB Hosted Camera is a video product only. No audio is picked up or recorded.
There are some things you can do to ensure you get the best performance. If you're setting up your own WiFi network, We offer tips for setting up and optimizing a WiFi network and this helpful video.
And, EPB Fiber Optics’ Smart Network whole-home WiFi solution makes creating and maintaining a WiFi network easy. For just $9.99 a month (plus tax) you’ll receive the right router and equipment, professional network set up to make the most of your EPB internet connection, plus expert support available 24/7/365. Technicians are available to come out to your home anytime to help maintain your network, including equipment upgrades, as needed.
Since the parental controls are specific to individual devices, the limitations will work no matter what browser or application is on the device. In short, parental controls will still work when the device is in incognito mode.
No. EPB does not collect or store any information related to your internet usage. See our open internet disclosure here.
EPB will send a highly knowledgeable technician to your business to perform what we call a site survey. During this time, we will discuss what your business video surveillance needs are, and how EPB Hosted Camera can meet those needs. We will discuss placement of cameras with you in advance to make sure you have optimal performance and visibility. After a site survey is complete, we will send you a final proposal that outlines the proposed solution and charges. You will need to accept this proposal via your electronic signature. Once the proposal is signed, your install date will be established. We can call in advance before coming out, if need be, in order to make sure it is still a good time for you and your business.
Yes, the FCC broadband labels requirements apply to all ISPs offering broadband service plans to consumers. Regardless of the provider or plan, customers should expect to have access to these labels to make informed decisions about their internet service.
FiSpeed Internet for Business starts at $60 per month for a small-business 100 Mbps connection. From there, internet speeds scale in speed and cost up to 10 Gigs. We have the right internet solution for any business size and scope. We’ll be happy to discuss options for your business.
It depends on the coverage you are trying to achieve at your business. For most businesses, the Smart Net Plus for Business solution will suffice without the need for extenders. But there are a lot of variables (building materials, strength of signal, larger square footage to cover) that will determine the need. An EPB representative will help you determine what best meets your needs.
The labels include key details such as download and upload speeds, latency, monthly service fees, data allowances, additional fees, and technical support information.
Families with students who participate in the Hamilton County Schools Free & Reduced Meals Program may be eligible to receive discounted high-speed internet service from EPB Fiber Optics. Just call us at 423-648-1372 to learn if you qualify and to arrange for service.
With EPB Fiber Optics, there are no data limits. Use all of the data you want at no additional charge.
If you voluntarily discontinue your EPB Hosted Camera account, your recordings are deleted from the cloud-based vault. However, if you are disconnected due to a non-payment on your account, recordings will be retained, and your account restricted until payment is made.
All video activity can be viewed up to 30-days unless you download and save to a local drive. EPB does offer an upgrade to 30-days of video storage for an additional $10/month per camera.
The Affordable Connectivity Program is limited to one monthly service discount per household, which is defined as any individual or group of individuals who are living together at the same address and share income and expenses.
Keep routers away from microwave ovens, wireless phones and other major appliances. Also, locating your router near brick walls, floors, ceilings and other obstacles that can impede the signal. Also, change the router channel from the factory default setting to another option in order to differentiate your signal from those of your neighbors.
There are many factors that can affect your home's WiFi performance. If you're setting up your own WiFi network, we offer tips for setting up and optimizing a WiFi network and this helpful video.
We also offer EPB Smart Network that includes the right equipment, professional installation and anytime support to optimize your home's WiFi network for you. For just $9.99 a month you get:
A Gig-speed router (extremely important for the best WiFi performance).
Professional router installation and home WiFi network setup.
Configuration for optimal wireless coverage to deliver the most bandwidth throughout your home.
Expert set up of all your wireless devices.
Return visits at no extra charge to set up other internet connected devices as you purchase them.
No cost tech support whenever you need it – 24/7/365.
Smart Net Plus answers our customers' need for a cutting-edge WiFi solution that's professionally installed and optimized to deliver whole home coverage with a high degree of cybersecurity (including automatic security updates to help block the latest cyberthreats).
Speed information displayed on labels includes both upload and download speeds that consumers can expect under typical conditions. It's essential to understand that actual speeds may vary based on factors such as:
Line loss from the ONT (the equipment on the outside of your home) to the router on the inside of your home
Age and type of router
Router placement
Distance of device from router
Age and operating system of device
Outdated hardware or firmware
Interference from other devices (microwave ovens, Bluetooth devices, neighboring Wi-Fi networks, etc.)
Unfortunately no. To add Smart Net Plus for Business to your business internet or to upgrade from Smart Network for Business, just call an EPB business sales representative at 423-648-1500.
Smart Net Plus for Business is the best solution for many of our customers’ WiFi needs. It includes an OpenSync mesh router.
EPB Smart Net Plus for Business routers support all of our Fi-Speed Internet for Business Speeds.
At this time, users who want a direct, wired 2.5 Gig connection can do the following:
Connect the device directly to the ethernet jack in the wall (as opposed to their router). This will disable the Wi-Fi network for other devices. Our Tech Pros are happy to provide an ethernet cable to our customers upon time of install, by request.
Purchase their own specialized device capable of delivering 2.5 Gig speeds over a wired connection. (For example, a router with a 2.5 Gig capable LAN port.) These routers often run upwards of $400.
Yes, McAfee LiveSafe is included with our internet products at no additional charge. McAfee is a user-friendly, award-winning antivirus program that comes with many benefits, like secure cloud storage, parental controls, and True Key by Intel Security, and more. We believe this software will help give our customers a safer, more secure online experience.
Yes. EPB will included a standard install charge of $110 on your next bill. However, unlimited technical support and service calls are included at no additional charge.
If you aren’t enrolled in the ACP, you can no longer participate. The ACP stopped accepting new enrollments as of February 7, 2024.
Yes. You can download recordings to your local storage drive, if you like.
For more information about the FCC broadband labels and their impact on consumers and ISPs, you can visit the FCC's official website at www.fcc.gov/broadbandlabels.
EPB email accounts allow storage of up to 10 gigabytes free.
Yes. Our award-winning expert support is available 24/7/365. This support is included at no additional charge.
Most devices do not currently support 2.5 Gig speeds. However, if you have a device that is capable of reaching 2.5 Gig speeds over a LAN connection, here are two solutions we recommend:
Option 1: Disconnect the router and connect your device directly to your wall’s ethernet jack using a cat5e ethernet cable (or better). If you don’t have one, let us know — our EPB Tech Pros can provide one by request during your installation. The downside is that your other devices won’t be able to connect to Wi-Fi while your router is unplugged.
Option 2: Research and purchase a personal network device with LAN ports that will deliver 2.5 Gig speeds.
Yes. IPv6 via DHCP6 is supported.
Yes. Our complete turnkey Hosted WiFi Solutions offer public WiFi for customers or a large private employee network with enterprise grade equipment. For smaller businesses, we offer Smart Net Plus for Business, which features a mesh WiFi solution with secure, employee, and guest WiFi networks. Both include professional installation and expert support, and are delivered over the area’s only 100% fiber optic network. We’ll put together the best solution to fit your business and budget. To learn more schedule your free business technology assessment, call 423-648-1500.
We're using the internet more than ever before. In fact, the average household already has more than twenty connected devices, and some experts project that number will triple in the next few years. Gaming consoles, smartphones, tablets, PC’s, thermostats, doorbells, security cameras, smart TV’s, streaming media devices (Amazon Fire Stick TV, Apple TV, etc) and many, many more devices are becoming part of our everyday lives. And, with the whole family using your home's internet at the same time, the more bandwidth (speed) you have the more you can do, without lagging or buffering.
Yes. Your EPB Tech Pro will help you and other family members download, install, log in and learn to use the app. Should you need any further help, you can always give us a call or use our chat feature.
No. Video captured by your cameras is delivered in real time, thanks to the world’s fastest internet delivered over the area’s only 100% fiber optic network.
EPB customer support is available 24/7/365. Simply call 423-648-1500 and someone will be happy to assist you with any questions or issues you may be having.
Smart Net Plus for Business is an advanced, managed WiFi solution for small-to-medium-size businesses with a focus on enterprise-grade cybersecurity, customizable guest WiFi network access, customer analytics, workforce management, greater network control, and more. It’s professionally-installed, and backed by local, 24/7/365 EPB Tech Pro technical support. Add Smart Net Plus for Business to your current EPB FiSpeed Internet for Business for just $25 more per month.
Currently, our monitoring software only supports Gmail, Yahoo, and Microsoft. We will be happy to assist you in obtaining a supported email address if you do not already have one. They are free to register and use.
We suggest you do, in order to get the most from your FiSpeed Internet service. More people are using their WiFi network to access video content like app-based EPB Fi TV, Hulu, Amazon Prime, Netflix and more. Plus, internet-connected devices like security cameras, gaming consoles, smart locks, baby monitors, smart thermostats, smart appliances and more – running all at the same time – can create additional drag on WiFi networks. Studies suggest that households will soon average about 30 connected devices. So to help you make the most of your EPB Fiber Optics internet, in-home WiFi network set up, maintenance and support provided by EPB Smart Net Plus is more important than ever.
Yes. Port forwarding is supported. This would be in conjunction with Static IPs.
Lifeline is a government assistance program which provides eligible low-income subscribers an opportunity to receive the Lifeline benefit on certain voice and broadband internet access services. Like ACP, the Lifeline benefit is nontransferable, only eligible consumers may enroll in the program, and the program is limited to one Lifeline benefit per household.
If you currently receive a Lifeline benefit, you automatically qualify for the ACP, and you can receive both benefits at the same time. Both benefits can be applied to the same qualifying service or separately with the same or different providers. For example, an eligible household could have a Lifeline-supported wireless phone service and a separate home internet service that is supported through the Affordable Connectivity Program.
No, Smart Net Plus is included at no additional charge with Gig2.5 to ensure you receive the best possible performance from your internet speeds. If you would like to opt out, we will be happy to provide the recommended specs for router models that can support Gig2.5 internet.
While antivirus software protects your devices when you visit malicious websites, click an unsafe link or download infected files, Smart Net Plus takes it a step further to secure your entire home network before a virus is downloaded. AI-powered, best-in-class network security prevents threats from infecting your devices in the first place. Antivirus is similar to treating an illness once you’ve caught it, while Smart Net Plus security is similar to preventative care, like wearing a mask or washing your hands. They both help keep you safe.
Begin by creating a profile for every member of your household and match them to their personal devices. This is easier than it may sound, since your devices are automatically recognized and named. You can also choose to create custom nicknames for each device.
Easily customize internet schedules for each member of your household and grant them different levels of online protection. You can add the same safeguards to shared family devices and pause the internet for a member of the family, a specific device, or your entire home.
Notifications on your smart phone alert you when someone tries to access something they shouldn’t. You can also review any alerts you missed.
High-speed router ideal for basic connectivity needs
Professional installation and home WiFi network setup
No cost tech support whenever you need it – 24/7/365
Yes! All new and existing residential EPB internet service is eligible for the ACP. However, the ACP stopped accepting new enrollments as of February 7, 2024.
FCC broadband labels are standardized labels that provide consumers with clear and transparent information about broadband service plans. They were introduced to empower consumers to make informed decisions about their internet service by ensuring they have easy access to essential plan details.
Yes. Motion Detection is available on all EPB Hosted Camera options.
First, our technicians will make a “pre-installation consultation” to assess certain aspects of your home. This includes discovering the locations and specifications of your computer and router (if you have a wireless network) to ensure both will deliver that kind of speed. We will determine the best path to run new Ethernet wiring, which is required to handle 10-Gig Internet. And, we will work with you to determine the best possible location for the special ONT box we will need to install inside of your home in order for you to receive 10-Gig service. Afterwards, we will schedule the actual installation with you for another time. Both visits can be scheduled at your convenience.
It’s unlimited. Record as much footage as you want for 7 days for each camera (or upgrade to 30 days for $10 more per camera per month), and keep clips for as long as you want. You can access it anywhere, on any streaming device.
More than ten times faster than the national average for broadband and more than three times our starting speed for just $10 more per month. To give you an example of this speed, you can download a two-hour movie in about 35 seconds. This speed ensures flawless streaming, no-lag gaming, and super fast downloading and uploading on multiple devices at the same time.
Get a better understanding of employee activity patterns to improve workplace productivity. With WorkPass, you can see peak WiFi usage times to help with employee scheduling and time keeping, create employee profiles with custom security clearance levels, keep track of individual productivity and data use, assign and manage connected devices, see the apps employees use the most, block access to inappropriate content, and more.
No. EPB respects your privacy and will not access your video feed without your permission.
OpenSync Mesh Technology provides optimal performance across all devices at any given time. It’s adaptive, cloud-based connectivity learns from WiFi users and continually adjusts to prioritize bandwidth where’s its needed most. This machine learning automatically detects and corrects connectivity issues in order to ensure seamless WiFi service with less lag, interference, and dead zones. Plus, this mesh system has no need for wired access points in most cases – which makes it more flexible.
Yes. To help you make the most of your EPB Fiber Optics internet, our EPB Smart Network service includes in-home WiFi network set up, maintenance and support by EPB experts anytime day or night. Our professionals will provide the equipment, expertise and support to install and maintain a WiFi network to help you maximize your home's wireless signal. More people are using their WiFi network to access video content like the EPB Fi TV app, Hulu, Amazon Prime, Netflix and more. Plus, internet-connected devices like security cameras, gaming consoles, smart locks, baby monitors, smart thermostats, smart appliances and more – running all at the same time – can create additional drag on WiFi networks. So at just $9.99 per month (plus tax), EPB Smart Network is a wise addition to your home's internet service.
Yes. Our router has basic firewall capability migrating existing wired LAN. Additionally, there are three Gig ports, which allow you to hardwire equipment.
The ACP stopped accepting new enrollments as of February 7, 2024. We have also received notice that funding for this program has the potential to run out by April of this year (2024). If the fund is depleted and no further action is taken by the United States government, all households participating in the program will no longer receive the $30 discount after their April 2024 internet bill.
By documenting employee/customer activity and interactions, you can use footage for training purposes or to study behaviors in order to enhance the customer experience. You can also choose to share your feed with local law enforcement (when available) or other people of your choosing for added surveillance.
Yes. EPB requires you to have an EPB Fiber Optics for Business internet connection to add this solution to your account. EPB offers two levels of internet (Standard and Professional) and an array of different speeds that will meet any size business needs.
Yes, there will be a charge of $100 for each router/extender you do not return.
In order to ensure the best possible Wi-Fi performance for your devices, EPB Tech ProsSM will install your Smart Net Plus service free of charge. We’ll make sure you have a strong signal in every room and help you connect each and every device you own. We’ll also help you install optional anti-virus software on your devices, set up the HomePass app and return to your home at no charge should you need further assistance.
No. Although there are a lot of great network management features and data analytics gathering included with the WorkPass app, it’s not required for using Smart Net Plus for Business. We just need a valid email address in order to set up your network and communicate with you about your network in the future. If you’d rather not use an existing email address, you can simply set up a Gmail email account for this purpose. Talk to your EPB Tech Pro for more info.
As a complement to your EPB business internet, Smart Net Plus for Business ensures you experience the full potential of your symmetrical internet speeds with optimal wireless bandwidth performance on all your connected devices, all at the same time. Smart Net Plus for Business also includes added features like enterprise-grade cyber security protection, user analytics, greater network control, a free WorkPass network management app and more to help you make the most of your WiFi connectivity. Plus, with EPB’s professional installation and ongoing local, 24/7/365 technical support, you won’t need your own onsite IT team to set up and manage your WiFi network.
You can return your equipment at EPB’s Hixson or East Brainerd locations.
EPB East Brainerd:
The EPB East Brainerd Service Center is located at 830 Eastgate Loop. This location offers 24/7 indoor and drive-thru payment machines, equipment returns, and in-person assistance Monday through Friday from 8:30 a.m. to 5:30 p.m.
EPB Hixson
The EPB Hixson Service Center is located at 2124 Northpoint Boulevard. This location offers 24/7 indoor and drive-thru payment machines, equipment returns, and in-person assistance Monday through Friday from 8:30 a.m. to 5:30 p.m.
Each business is unique in their daily needs, number of users, and usage patterns of internet. We’ll be happy to consult with you and design a solution that fits your needs and expectations. If at any time you would like to increase your bandwidth speed, our internet can scale as your business needs grow.
Yes. Our experts will professionally install your camera system for our standard install price. We’ll also show you how to easily log onto your cameras on any streaming device. Plus, EPB provides free expert technical support available anytime day or night.
No. EPB receives Affordable Connectivity Program funds directly from the government, and applies them to your account balance.
If you forget your password, click on “forgot password” and a reset link will be sent to the email address linked to your account. Follow the instructions to reset the password. If you run into any issues, please do not hesitate to call EPB 423-648-1500 and we will be happy to assist.
Yes. EPB Hosted Camera comes with a 99.5% uptime guarantee.
Smart Net Plus for Business helps you take charge of your network with three distinct WiFi zones (Secure, Employee, and Guest) – featuring their own rules and analytics.
Secure Zone: Protects business-critical systems such as point-of-sale software, back office computers, and ethernet-connected devices by controlling & monitoring access.
Employee Zone: Enables you to create employee profiles, assign devices, monitor apps, see data use, set rules, and more to get a better understanding of activity and improve workplace productivity.
Guest Zone: Allows you to see new and repeat guests by hour, track device counts, app times, data usage, and other analytics to document how customers use your WiFi network.
Yes. All recordings can be downloaded and saved to a local drive or cloud storage solution of your choice.
Yes! You can see all individually-connected devices on your Secure and Employee networks. You can also see the total number of connected devices on your Guest Network at any given time. And, Smart Net Plus for Business transforms indoor motion into valuable insights into how customers move through their business. You can use this data to better schedule staffing, modify floorplans, initiate store promotions, and more. Plus, motion awareness allows you to detect unusual activity after hours for greater peace of mind.
Our research shows that small business owners want more from their WiFi service. In addition to fast, reliable wireless speeds, they also want stronger cybersecurity, helpful data analytics, and network control that wasn’t available with our previous Smart Network for Business product. Smart Net Plus for Business includes added features like enterprise-grade cyber security protection, user analytics, greater network control, a free WorkPass network management app, and more to help small businesses make the most of their WiFi connectivity.
Local EPB Tech Pro support is available anytime day or night at 423-648-1500.
You can save video clips up to 1-hour in length to your vault. For example, if you wanted to save an entire day of recording, you would need to upload 24 separate 1-hour clips.
Yes. Our experts can set up either a private or public SSID, or both. We can also password protect the networks if you desire.
You can control your entire Wi-Fi experience through the Smart Net Plus HomePass App. With just a few taps, the accompanying HomePass app lets you easily manage your Wi-Fi and connected devices from the palm of your hand. It works like a universal remote control for your Wi-Fi and gives you high-level visibility into your home’s network.
You can view security events, check signal strengths, run speed tests, and create guest networks or passwords. You can even change your network name, passwords, and guest access. You can rename your extenders and devices to make them easier to identify. You can also reserve IP addresses for devices and set port-forwarding rules.
Plus, parents can remotely enforce internet timeouts, create kid-friendly filters, set up scheduling (including bedtimes), enable notifications and set up motion controls using your devices for detection.
Every home and business customer can send web content through EPB's network at the same fast speed without having to pay extra. EPB doesn't play favorites when it comes to online traffic, so businesses of all sizes have a level playing field for delivering new and innovative options for customers. And, EPB's internet features no data caps or speed throttling.
EPB Broadband Labels are visible on epb.com where internet speeds and prices are found. Customers may also call to request them directly from EPB customer service representatives.
Yes, if you upgrade your EPB internet service, your ACP benefit will remain on your account.
You can purchase a network switch from other vendors which will enable you to connect more hard-wired devices to your Smart Net Plus for Business router.
If you submit an application to the Affordable Connectivity Program Support Center by mail, you will receive updates by mail regarding your application status (or by email if you provided an email address on your application). For example, USAC will contact you if additional information or documents are needed, and if your application has been approved. You may also visit affordableconnectivity.gov or call 877-384-2575 for application status.
EPB tries to use existing customer infrastructure whenever possible and additional poles or structures are not commonly needed. However, if we run into an abnormal situation, our technician will discuss it with you in advance and make recommendations on options.
The router we use will support 64 clients/devices, per radio (2.4Ghz and 5Ghz radios included) at any given time.
Yes, you can get an evening install, and no EPB does not charge a different rate for an after-hours appointment. We will make every effort to find a time that works for you and your business to install your WiFi solution.
Yes. You can remotely review your parental controls in the HomePass app, even when away from your home network. You can enable notifications that alert you if anyone tries to access prohibited parental control settings. You can even see who has been using your network — Smart Net Plus keeps a record of all the devices that have connected to your network.
These are two different frequencies you can set your router to deliver. The 2.4 GHz frequency has a longer range, which means it will project your WiFi signal further away from the router - even through barriers like walls. The 5 GHz transmits a shorter signal, but at a faster speed. A "mesh network" combines the two frequencies for an optimized experience on most devices.
And, EPB Fiber Optics’ Smart Network whole-home WiFi solution makes creating and maintaining a WiFi network easy. For just $9.99 a month (plus tax) you’ll receive the right router and equipment, professional network set up to make the most of your EPB internet connection, plus expert support available 24/7/365. Technicians are available to come out to your home anytime to help maintain your network, including equipment upgrades, as needed.
Yes. Smart Net Plus for Business includes enterprise-grade AI security that continuously safeguards your network, users, and business from ever-evolving attacks like phishing, malware, ransomware, and more. This always-on system immediately detects new cyberattacks, and automatically isolates devices that behave outside their normal parameters to prevent threats from spreading.
EPB recommends a dual band 802.11ac or newer for 300 mbps internet service. We recommend a tri-band 802.11ax (WiFi 6) router for gig customers and larger homes – especially with multiple internet devices and users. EPB Smart Net Plus service includes the right router professionally installed, network setup optimized for maximum WiFi performance and anytime expert support for just $17.99 (plus tax) per month.
It depends. Like all technology, wireless routers are continually improved and updated so performance could be based on the age and type of router. We recommend that you check your wireless router with a “speed test” to ensure you are receiving the best performance from your new speed, and upgrade your router if necessary.
Yes, you can get the Affordable Connectivity Program benefit even if you owe a past-due amount.
Yes! If you are currently on Smart Network for Business, you can easily upgrade to Smart Net Plus for Business. Simply connect with an EPB business sales representative by calling 423-648-1500.
Yes. EPB will be happy to set up any new devices for you at no additional charge. In most instances, one of our highly trained technical support individuals can walk a customer through the steps over the phone. However, we would be happy to send someone to your business to assist.
We provide FiSpeed Internet access to your office or business facility, but we do not set up or manage customer systems or hardware. If you have multiple computers or systems that will need reconnecting once your FiSpeed Internet service is live, you may need to ensure your vendor or IT professional is on hand to assist.
Up to three SSIDs are included with Smart Network for Business. If you require more, our Hosted WiFi may be a better choice for your business. We can help you choose the right solution now then upgrade your service when your business is ready.
The ACP can help qualified households pay for connectivity services such as internet plans. The Affordable Connectivity Program is limited to one monthly benefit per household.
We will only set up WiFi networks associated with the Hosted WiFi or Smart Net Plus for Business services. Otherwise customers are responsible for setting up their own networks.
EPB doesn’t determine eligibility for the Affordable Connectivity Program (ACP). Therefore, we won’t know why your application might’ve been denied. One possibility is that the ACP stopped accepting new enrollments as of February 7, 2024. If you qualified for the ACP but did not order internet by February 7, 2024 at 11:59 p.m. ET, you can no longer enroll in the ACP. For more information about your application, please visit affordableconnectivity.gov or call 877-384-2575.
No. You must have EPB FiSpeed Internet for Business to be eligible for Smart Net Plus for Business WiFi service. Smart Net Plus for Business WiFi can be added to your EPB business internet for a separate cost of $25 more per month.
Yes, just contact us at 423-648-1500, option 2, and we can block specific sites.
If you are already an EPB Fiber Optics customer, you can expect your Gig2.5 service to be installed about two weeks from your order date.
Yes. In most cases they can help you over the phone. We also have tools to remote-in to your devices if you grant permission. We are also happy to send a technician to your business at no additional charge.
The new Smart Net Plus is more than just a warp-speed router — it also comes with a full array of the latest networking technology to give you the best possible Wi-Fi coverage, including supplemental extenders that carry your Wi-Fi signal throughout your home to completely eliminate deadzones. As part of your Smart Net Plus subscription, your EPB Tech Pro will visit your home at your convenience and install your worry-free, wall-to-wall Wi-Fi network so you don’t have to lift a finger. We’ll also connect your devices, show you how to use the HomePass app, and make no-cost return visits to connect any devices you add in the future. Plus, we’ll provide local, ongoing, concierge-level technical support 24/7/365.
More and more customers want truly world-class broadband at an unbeatable value. Gig2.5 also future-proofs subscribers as they add more connected devices and run more broadband intensive applications simultaneously.
No. Smart Net Plus for Business WiFi can be added to your EPB business internet for a separate cost of $25 more per month. You must have EPB Fi-Speed Internet for Business or Professional Internet to be eligible for Smart Net Plus for Business WiFi service.
You can add up to 12 cameras with your EPB Hosted Camera solution.
We recommend that customers who want to avoid experiencing lag, low quality and buffering while using many connected devices upgrade to Gig2.5 especially because it includes Smart Net Plus to ensure optimal Wi-Fi coverage with enhanced cybersecurity. You can learn more about Smart Net Plus here.
If your equipment malfunctions, and it cannot be repaired, we will replace it with new equipment at no additional cost.
You can learn more about the EPB Quantum Network by clicking here.
Using the "search" icon, you can generate reports based on bookmarks, camera events, timeframe, date range and location.
Using the “search” icon, you can generate reports based on bookmarks, camera events, timeframe, date range and location
Using the “search” icon, you can generate reports based on bookmarks, camera events, timeframe, date range and location.
Using the “search” icon, you can generate reports based on bookmarks, camera events, timeframe, date range and location.
Yes. EPB Hosted Camera is built to scale. So, as your business needs change, you can add or delete cameras without affecting your overall EPB Hosted Camera service.
Yes, if you applied online at AffordableConnectivity.gov or by mail and have been approved, forward your National Verifier application ID to EPB Customer Service. EPB representatives will add this discount to your account and email you when completed. If you are already approved for Lifeline, there is no need to re-apply for ACP. You’re automatically eligible. Let us know you already have Lifeline, we’ll verify it and apply your ACP benefit.
No. EPB technicians are only currently only licensed for TN installations.
Yes. We can help you improve productivity by giving your teleworkers a world-class connectivity solution that includes the world’s fastest internet, professional installation and 24/7 expert local technical support. To learn more schedule your free business technology assessment or call 423-648-1500.
Yes. Sync locations with either Point-to-Point (E-Line) or Point-to-Multipoint (E-Tree) connectivity across a secured metro-area network with end-to-end service-level agreements with 99.999% port availability. To learn more schedule your free business technology assessment or call 423-648-1500.
If you are currently enrolled in Lifeline, you generally do not need to apply separately for the Affordable Connectivity Program. You can contact your current Lifeline provider or a different participating Affordable Connectivity Program provider serving your area to choose a service plan. Some participating providers may require that current Lifeline recipients complete an alternative verification process.
No. EPB Hosted Camera does not alert 911 if there is an incidence. However, you can set up alerts to alert you if there is activity or the camera senses motion.
Smart Net Plus will support speeds of up to 2.5 Gigs to the router connected to your Ethernet port. However, your WiFi speed is always a little bit slower than hard-wired speed. While your internet connection is providing top speeds to your home, it’s important to remember that each of your devices has different capabilities. The age and model of your device may limit the speed to a lower number than your home receives. For example, an iPhone 8 can only download at 867 Mbps in perfect conditions, an iPhone 7 at 450 Mbps and an iPhone 6 at 300 Mbps — these speeds cannot increase past these maximums no matter how fast your internet is.
Smart Net Plus recognizes your device type, model and version, where you are using it and how many other devices are being actively used so it can optimize your bandwidth to provide the best performance for each device.
Smart Net Plus delivers the fastest WiFi speeds available on the market today.
Yes, a contract is required. For details, please call an EPB business sales representative at 423-648-1500.
All of EPB’s residential Fi-Speed internet plans are eligible for the ACP benefit. The ACP stopped accepting new enrollments as of February 7, 2024.
Yes, you will be billed for the router and any extenders.
There are many reasons why you may not be achieving Gigabit speeds. Let's start by pointing out that the best way to get the maximum internet speed is to connect your computer directly to the EPB Fiber Optics jack using a Cat 5e ethernet wire. Keep in mind that advertised speeds can rarely be achieved on WiFi because the signal strength diluted over a wireless network. If you're using a WiFi router, there are several factors that can affect your performance. The age and type of wireless router, as well as its placement in your home are determining factors of speed and performance. And, like all technology, wireless routers are continually improved and updated for better performance. If you're using older equipment that wasn't made to handle such speeds, we recommend that you upgrade your router and computer if necessary.
Since Smart Net Plus wi-fi is included at no extra charge, you get a professionally installed Wi-Fi 6 router with the Homepass app and lots of extra features with Gig2.5. If you would like to opt out of this service and use your own router, the price will remain the same, and we will send you recommended router specs for models built to support speeds up to 2,500 Mbps to ensure you’re getting the full value of the broadband we deliver to your home.
EPB offers Hosted WiFi, a wireless (WiFi) network service for Fi-Speed Internet customers. EPB also offers Smart Net Plus for Business, a managed mesh WiFi service for small businesses. If you are a Hosted WiFi or Smart Net Plus for Business customer, we will provide the necessary equipment and set up a wireless network for your business. If you are not a Hosted WiFi or Smart Net Plus for Business customer, you must provide your own wireless router for your business.
EPB offers small-to-medium-size businesses Smart Net Plus for Business – a comprehensive, small-business WiFi solution professionally installed and backed by local, expert EPB Tech Pro support. In addition to fast, dependable wireless speeds, you also get some of the added features of an enterprise-level WiFi solution – such as advanced cybersecurity, customer analytics, workforce management tools, and more to help fuel your business growth.
Because every business is unique, EPB technicians will walk you through every step of the way beginning with a no-obligation site survey. We will evaluate your needs and concerns and work with you to design a camera solution with up to 12 cameras. Our highly knowledgeable technicians will also discuss cameras available and recommended placement so that you’ll have optimal performance and visibility at your location.
Most internet services offer a higher download speed than upload speed, meaning you may experience fast internet when doing things such as surfing the web or streaming but may lag and have poor quality when doing an activity like having a video meeting or posting online. EPB's fiber optics offers equal download and upload speeds to assure that no matter what you're doing, your internet is fast and reliable.
When your business signs a product contract with EPB Fiber Optics, you are essentially locking in your rate (with the exception of Fi TV). Your rate will stay the same through the end of your contract for EPB Hosted Camera. However, if we do have to take a rate increase (due to rising costs) we always provide ample notice to our customers before making any changes and the price will only go into effect once your contract expires.
The ACP stopped accepting new enrollments as of February 7, 2024. With the ACP benefit, qualifying households get EPB’s 300 Mbps internet starting speed for just $27.99 per month or 1,000 Mbps (“The Gig”) for just $37.99 (after the $30 ACP credit is applied).
Yes. You can bookmark and name a bookmark to find the item/video quickly.
Setting up a home WiFi network is the perfect way to share the internet throughout your home on various connected devices, and it’s as easy as purchasing a wireless router.
For our 300 Mbps Internet service, we recommend an “80.11n dual band” router. These routers allow access to connections from 2.4Ghz up to 5Ghz and range in price from $80 to $100 at most electronics retailers.
For our Gig customers, we highly recommend a WiFi 6 “802.11ax” router. This is the next generation in WiFi technology capable of delivering gig speeds and handling the growing number of devices in your home. They range in price from $120 to over $450. Our EPB Tech Pros are always available to provide helpful guidance during your search.
Plug the wireless router into the indoor modem box EPB-installed Ethernet wall outlet using a Cat5 Ethernet cable (included with the router) and then simply follow the instructions provided by the router manufacturer on setting up your own home WiFi network.
Data allowances refer to any caps or usage limits imposed by the broadband plan. EPB has never imposed a data cap and customers will be able to see how these limits with other providers may vary depending on the plan and can affect a customer's internet usage and overall experience. The labels provide clarity on how data allowances are calculated and any associated overage charges.
You can access your video feeds anytime via your personal portal on any desktop computer with a web browser. Your EPB technician will also show you how to download the app to your mobile devices and also view from your smartphones and tablets.
Yes. Hosted Camera allows viewing of up to 64 camera feeds at once.
Minimum equipment requirements include: Processor - Intel i5 3.2GHz or higher and AMD FX-8120 or higher, Memory - 8GB or higher, Operating System (OS) - Windows 8.1 or Apple Mac OSX 10.8 or higher, PCIx Hard Drive with Sequential Read/Write over 1.25 GigaBytes per second.
If Congress decides to provide more funding for the ACP, the FCC will provide EPB with further guidance and instructions on how the ACP will proceed at that time.
All of your EPB Fiber Optics for Business services will appear on one bill. We do not require any upfront money, so all charges one-time and monthly recurring will be on one bill.
To continue using McAfee LiveSafe on your devices after cancelation of Fi-Speed Internet service, you will need to purchase a license from McAfee on your own, as your EPB-obtained license will no longer auto-renew.
Only one monthly ACP service discount is allowed per household. According to ACP, a “household" is defined as any individual or group of individuals who live together at the same address as one economic unit. An "economic unit" is defined as "all adult individuals contributing to and sharing in the income and expenses of a household." Examples of a “household” may include a married couple, or a parent/guardian and child, or adults (family or friends) living together.
Yes. EPB Tech Pros will install Smart Net Plus for Business equipment at your business, connect your critical business devices (like computers, point-of-sale systems, and printers), set up a basic guest network, and provide 24/7/365 expert local technical support – all at no additional charge.
So fast you could stream 1,754 online movies all at the same time – in HD – from a single internet connection without experiencing any buffering or lag time. While that’s more bandwidth than you may ever need – it’s an enormous platform of possibility for whatever online opportunities innovative thinkers can dream up next.
There are benefits to signing a contract, but we do offer solutions without a contract.
You can add up to 12 cameras with your EPB Hosted Camera solution.
The EPB Hosted Camera solution has multiple models of Axis (commercial grade) cameras to fit any business need either outdoor or indoor.
Yes. IP Sec passthrough is supported.
Sometime between the time you order and your installation appointment we will mount an Optical Network Terminal (ONT) box outside of your home near your existing electric meter. There’s no need for you to be at home but we may need access to a part of your home that is fenced or houses a family pet. If so, we will conduct this phase during the most convenient time for you and your pet. During your scheduled installation appointment, someone age 18 or older will need to be home. Typical installations take from 2-5 hours. During this visit, we will be running fiber optic service from the outdoor ONT box to indoor connections designated for internet, TV and/or phone service. When installation is complete, all work areas will be cleaned and returned to their original state. Our EPB Fiber Optics technicians will transfer your email contacts.
We need a valid email address in order to set up your Smart Net Plus for Business network and communicate with you about your network in the future. If you’d rather not use an existing email address, you can simply set up a Gmail email account for this purpose. Talk to your EPB Tech Pro for more info.
Yes. We can help you accelerate productivity by connecting each of your locations through a private, dedicated internet connection for secure communication and faster transfer of massive data feeds and backups. Our VLAN product links locations with In-Network Point-to-Point or Point-to-Multipoint GPON-based connectivity across a secured metro-area network to secure your data from open internet traffic. To learn more schedule your free business technology assessment or call 423-648-1500.
EPB offers several different camera models with a range of functionality and resolution, up to 1080p 30 frames per second. We will discuss your needs with you and work to find a camera solution right for your business.
Yes. You can also combine these benefits with other state and local benefits where available. They can be applied to the same qualifying service or separately to a Lifeline service and an Affordable Connectivity Program service with the same or different providers. For example, an eligible household could have a Lifeline-supported mobile phone service and a separate home internet service that is supported through the Affordable Connectivity Program.
Smart Net Plus for Business includes enterprise-grade AI security that continuously safeguards your network, users, and business from ever-evolving attacks like phishing, malware, ransomware, and more. This always-on system immediately detects new cyberattacks, and automatically isolates devices that behave outside their normal parameters to prevent threats from spreading.
The labels promote transparency and empower consumers to compare different broadband plans easily. By providing clear and standardized information upfront, customers can make informed decisions based on their specific needs and preferences.
Yes. You can filter recordings based on specific dates, time location, and camera events.
Yes! The ACP benefit can be applied to any residential internet account that qualifies. However, the ACP stopped accepting new enrollments as of February 7, 2024.
Once you notify EPB to transfer your internet service to a new location, we will schedule a new installation appointment to re-install your EPB Smart Net Plus equipment.
If you are moving out of our network area and will no longer be an EPB customer, your Smart Net Plus equipment will need to be returned. There will be a $100 charge for each router/extender that is not returned.
You may be de-enrolled from ACP for various reasons, including the following:
If federal funding for the ACP runs out and the program ends.
If you no longer meet the eligibility requirements of ACP
If you notify another service provider that you wish to transfer your ACP benefit to them from EPB.
If you request to be de-enrolled from ACP through EPB.
Yes. Our Redundant Internet is a failsafe internet solution that is delivered to your business via multiple independent fiber network routes for a constant, dependable connection. To learn more schedule your free business technology assessment by calling 423-648-1500.
Standard installation is $110 per indoor camera and $220 per outdoor camera. There is also a $9 activation charge per camera installed.
We’ll design a Smart Net Plus for Business solution to power all of your devices at once without losing speed or performance.
Smart Net Plus for Business is intended for small businesses who subscribe to an EPB Fi-Speed Small Business internet tier, do not require more than 3 SSIDs and do not need outdoor access to their network. Customers will receive one Wi-Fi 6e router (with 3 ethernet LAN ports), and one additional access point (if necessary). Business customers with needs that go beyond those basic specs will find that EPB Hosted Wi-Fi is a great solution for them.
Fiber optic technology transmits information using laser-generated pulses of light that travel over hair-thin strands of glass fiber. Because light travels faster than anything else in the universe, fiber optics provide faster uploads and downloads while reducing network reaction times. Traditional communications companies use copper lines to transfer their signal to your home or business. EPB Fiber Optics is the area's only provider that uses 100% fiber optics.
We want to ensure that our customers have the best possible internet service. We look to provide high-quality products at a price that remains affordable for a wide variety of customer needs.
When choosing a router for our 2.5 Gig product, we made a choice to focus on providing the best whole-home connectivity product available, rather than prioritizing super-fast connectivity to a single device. Additionally, we opt to provide Opensync devices for our Smart Net Plus Wi-Fi customers. Opensync offers a variety of benefits for both our employees and customers, including:
HomePass customer application for at-home Wi-Fi management.
Features customers want, such as parental controls and ad-blocking.
Improved network visibility for support technician troubleshooting.
Easily add more features in the future & possible new products.
At this time, there are no OpenSync routers that offer a 2.5 Gig LAN port. However, technology continues to evolve and we are continuously looking for equipment that will help us provide our customers with the world-class experience we’re known for.
The FCC anticipates existing ACP funding to run out in April 2024 if Congress does not provide additional funding. Consumers that are enrolled in the ACP will continue to receive their benefit on their internet service through April 2024. This date is an estimate and may change.
Our internet security reference guide offers some best practices to help you secure your internet. In addition, we offer McAfee LiveSafe software free of charge to our customers. McAfee can be downloaded from your Fi-Speed Internet account page.
If you need assistance setting up your account page, please contact us at 423-648-1372.
Your vault includes unlimited storage. Clips can be saved in 1-hour increments and kept for as long as you like.
If you move while receiving the ACP benefit, you should contact the National Verifier at 877-384-2575 after you move to verify ACP eligibility at your new address. After the National Verifier has reverified your benefit, you should visit EPB.com or text or call EPB at 423-648-1372 to check service availability at your new address.
If your router was provided by EPB Fiber Optics through Smart Network, it should perform well at these speeds. If for any reason it does not, please let us know. If you purchased a wireless router on your own, a quick Google search of the make and model number (indicated on your router) will determine if its frequency matches “802.11n” or “802.11ac”.
No. EPB Hosted Cameras require both internet and power to function.
Yes. Our Professional Internet is designed for businesses with mission critical connectivity needs who require IP flexibility and service-level agreements not available with Small Business Internet. To learn more schedule your free business technology assessment, call 423-648-1500.
Yes, Smart Net Plus is WiFi 6, the latest generation of WiFi. Not only can WiFi 6 networks deliver multi-Gig speeds wirelessly, they’re designed to power all your devices at the same time along with any devices you may add in the future.
The ACP no longer accepts new enrollments, as of February 7, 2024.
Yes. EPB technicians that install our EPB Hosted Camera solution have gone through state level background checks and passed all required testing to be certified. EPB’s state license number is available upon request.
Yes, a contract is required. For details, please call an EPB business sales representative at 423-648-1500.
Yes, EPB technicians will provide full product training at no additional cost along with ongoing support. If at any time you any questions or issues, EPB customer support technicians are happy to assist you 24/7/365.
If your router was provided by EPB Fiber Optics through Smart Network, it should perform well at these speeds. If for any reason it does not, please let us know. If you purchased a wireless router on your own, a quick Google search of the make and model number (indicated on your router) will determine if its frequency matches “802.11n” or “802.11ac”.
No. Smart Net Plus for Business requires a WiFi 6e router provided by EPB. It offers 2.4Ghz band, 5Ghz band, and 6Ghz band frequency options to help eliminate connectivity issues caused by network congestion. The router also includes 3 ethernet LAN ports for connecting your most important hard-wired systems such as point-of- sale hardware, printers, computers, and more.
No. The monthly recurring cost covers the equipment lease and all costs associated with maintenance, access to the software, firmware/software updates, support (on phone or at your business), trouble issues, and equipment upgrades.
EPB has two levels of service. Our standard feature cameras are priced at $30/month per camera or advanced feature cameras are $47/month per camera.
Yes. One static IP address is supported.
Smart Net Plus lets you connect to your Wi-Fi in three different ways.
“Home connections” allow unlimited access to all devices on your network. You should only connect your own devices using this password, and share it exclusively with people you completely trust.
“Guest access” is limited to internet connectivity and devices that you select. For example, you can allow guests to connect to your media streaming device in your guest room, but block connections to all other devices.
“Internet only” means the device can access the internet, but it can’t connect to other devices on the Wi-Fi network.
No one knows how much or how little access you’ve given them unless you share this information. Your guests can connect to the same network name you’re connected to, but their Guest password enforces the customizable privacy settings you selected.
More than three times the national average for broadband speeds. To give you an example of this speed, you can download a two-hour movie in under two minutes. This speed ensures no buffer or lag time in streaming, gaming, downloading and uploading on multiple devices at the same time.
Smart Net Plus for Business is a complete turnkey service, where EPB Tech Pros:
Professionally-install a Wi-Fi 6e router (& one access point if needed)
Setup and optimize the network for peak performance in every corner
Educate the customer on setting up secure networks via the WorkPass app
Assist customers in connecting wireless devices, if requested
Provide 24/7/365 expert local technical support
Go under their device’s settings, find the name of your WiFi network and log in with your network’s password.
No. The Affordable Connectivity Program discount of $30 can only be applied to one service.
Yes. Smart Net Plus for Business is a more advanced solution that completely replaces Smart Network for Business, which is no longer available. Existing Smart Network for Business customers are welcome to keep their equipment once their contract expires or if they do not have an existing contract. Should they wish to re-contract, they must upgrade to Smart Net Plus for Business.
EPB’s normal business hours are 8-5/M-F, but we will certainly work with you and your business to find the best time to install your EPB Hosted Camera solution — including nights and weekends. Additionally, customer support is always available 24/7/365.
Your Smart Net Plus for Business service includes a WiFi 6e router. It offers 2.4Ghz band, 5Ghz band, and 6Ghz band frequency options to help eliminate connectivity issues caused by network congestion. The router also includes 3 ethernet LAN ports for connecting your most important hard-wired systems such as point-of-sale hardware, printers, computers, and more. There is also an adaptor switch available from other vendors that will enable you to connect more hard-wired devices to your Smart Net Plus for Business router.
Yes. Our Advanced Email solution enables you to showcase your brand by adding a personalized web domain to your email address.
Smart Net Plus comes with up to three WiFi extenders that transmit your signal to provide complete coverage in most homes. If your home requires more WiFi extenders for expanded coverage, additional pods will add $4.99 each, per month to your monthly subscription.
Your EPB Tech Pro will make sure you have the right number of extenders for complete coverage in your home for all your devices. If you experience any deadzones or areas with weakened signal, an EPB Tech Pro will visit your home and correct the issue at no extra charge.
No. Smart Net Plus is an upgraded quality of service with different equipment. The HomePass app, router, extenders and other premium features only work with the new Smart Net Plus service and equipment. Our Smart Net Basic solution is best for smaller spaces and for those who don’t stream on multiple screens or use any smart home devices.
You can use the data collected by your Smart Net Plus for Business customized guest network to gain insight into user activity by daypart, length of stay, repeat visitors, and other analytics. Document how consumers interact with your business to help you enhance the customer experience, improve targeted advertising, and explore new revenue streams.
The free WorkPass app is a one-stop WiFi command center and user information hub that helps you easily monitor, modify, troubleshoot, customize, and control your Smart Net Plus for Business WiFi network anytime, anywhere – right from your smart device or web browser.
Yes, your complementary McAfee license can be used for all your devices.
Yes! Smart Net Plus for Business enables you to easily customize a branded splash page with secure access to a separate guest network that provides fast, reliable WiFi to customers, while collecting user activity and detailed analytics for you.
EPB Hosted Camera is an enterprise-class, self-monitoring video solution. It’s a cloud-based video monitoring system that lets you view live and recorded video from your laptop, tablet, or smartphone, so you know you have constant visibility of your business, and peace of mind that your operations are running smoothly, wherever you are. The service is installed, supported, and maintained by EPB 24/7/365 days a year.
As an addition to your EPB business internet, Smart Net Plus for Business is just $25 more per month with our standard router, plus $10 more per month for an additional Access Point (if necessary).
With EPB, upload and download speeds are symmetrical, or the same. So, if you have The Gig, you get up to 1,000 megabits both up and down.
As an addition to your EPB business internet, Smart Net Plus for Business is just $25 more per month with our standard router, plus $10 more per month for an additional Access Point (if necessary).
There are no data limits. Use all of the data you want at no additional charge.
Yes. There may be a delay of a few seconds because it’s transmitting through the cloud, but it is as real-time as any cloud-based solution.
Yes. Our Professional Internet is designed for businesses with mission critical connectivity needs who require IP flexibility and service-level agreements not available with Small Business Internet. To learn more schedule your free business technology assessment or call 423-648-1500.
The ACP stopped accepting new enrollments as of February 7, 2024.
Yes. You choose how you would like them named. For instance, front door, lobby, etc.
No. Your EPB Hosted Camera subscription includes repairs and replacements at no additional charge if your equipment malfunctions.
Yes. You can establish alerts based on activity and they can be sent to you via text or email.
There is no charge for residential installation. And, with EPB there are no contracts or hidden fees.
Smart Net Plus for Business is a better value because it has many advanced features that weren’t included with Smart Network for Business, such as:
Enhanced cybersecurity: Enterprise-grade AI security continuously safeguards your network, users, and business from ever-evolving attacks like phishing, malware, ransomware, and more. This always-on system immediately detects new cyberattacks, and automatically isolates devices that behave outside their normal parameters to prevent threats from spreading.
OpenSync Mesh Technology: Providing optimal performance across all devices at any given time with adaptive, cloud-based connectivity that learns from WiFi users and continually adjusts to prioritize bandwidth where’s its needed most. This machine learning automatically detects and corrects connectivity issues in order to ensure seamless WiFi service with less lag, interference, and dead zones. Plus, this mesh system has no need for wired access points in most cases – which makes it more flexible.
Custom WiFi portal for guests: Smart Net Plus for Business makes it easy to set up and customize a separate, branded customer WiFi network. It allows you to capture user analytics to see repeat visitors, length of stay, activity by daypart and other information to enhance the consumer experience and targeted marketing efforts.
WorkPass app: A free, one-stop WiFi command center and user information hub that gives you complete control of your network anytime, anywhere – right from your smart device or web browser.
Employee engagement: Get a better understanding of employee activity patterns to improve workplace productivity. See peak WiFi usage times to help with employee scheduling, keep track of individual productivity, manage connected devices, block access to inappropriate content, and more.
Motion sensing: See foot traffic and customer density to better schedule staffing and understand consumer behavior. Plus, motion sensing allows you to detect unusual activity after hours for greater peace of mind.
On the day of your installation, an EPB Tech Pro will determine the best location for your router(s) to assure Smart Net Plus delivers excellent connectivity to every corner of your home. Someone will need to be home for your installation to take place (unless you're not taking advantage of receiving Smart Net Plus at no extra charge). Having someone at home also gives us the opportunity to test your service to ensure you get great coverage after installation. If you require a new ONT to receive Gig2.5 internet, that installation will be done prior to this process and no one needs to be home for that part, but we will knock on the door to let anyone who may be home know we're there. Additionally, we're available 24/7 /365 to troubleshoot any problems. We'll even send an EPB Tech Pro back to your home at no extra charge if you ever need on-site support, including help installing new connected devices.
The Affordable Connectivity Program (ACP) is a federal program created by Congress as part of the Infrastructure Investment and Jobs Act, and managed by the Federal Communications Commission (FCC). Among other things, this program helps qualified households pay for connectivity services such as internet plans. The program extended and modified the more temporary Emergency Broadband Benefit. The ACP stopped accepting new enrollments as of February 7, 2024.
Technology is constantly evolving, and we are continuously looking for equipment that will help us provide our customers with the world-class experience we’re known for. As new devices are released, we will continue to test new devices to help us ensure we are meeting the needs of the broadest range of customers.
The Affordable Connectivity Program can be applied to the cost of a bundle of services that includes internet. If your bundle also includes Fi TV service, you will be responsible for that portion of your bill, as well as any charges that are more than the monthly benefit. The ACP stopped accepting new enrollments as of February 7, 2024.
Yes. You can set restrictions for your Smart Net Plus for Business Guest Network using the WorkPass app. Contact your EPB Sales Manager or Field Technician for more assistance.
Yes. Night Vision is available on most EPB Hosted Camera options.
The built-in best-in-class security protects your network from malicious online threats before they are installed on your devices. Self-adapting AI continuously scans over 27 billion URLs and 600 million domains to protect your online accounts and devices from malware, phishing, spam, and harmful or intrusive advertising.
It also monitors your network for communication anomalies on your smart devices. It knows who your devices normally communicate to (i.e., your camera talks to the manufacturer). If your device tries to communicate with someone it shouldn’t, like a hacker or scammer, it automatically blocks that communication or quarantines the device, notifying EPB and you. It even looks for nefarious activity on a particular device at a nationwide level to identify bugs and security vulnerabilities and notifies the manufacturers. Smart Net Plus provides protection for every device in your home whether or not it has antivirus software installed.
Yes. Our video monitoring solution is secure and can only be enabled via a password that your business sets and can change at any time.
Yes. Camera packages can include a mix of both standard and advanced feature levels, up to 12 cameras maximum.
EPB Smart Net Plus is the latest generation of Wi-Fi. The advanced Wi-Fi 6 technology provides full coverage and the ability to deliver maximized speeds throughout the entire home. The network self-optimizes connectivity to efficiently meet bandwidth needs for each device. It can also automatically detect Wi-Fi problems and delivers the fastest in-home Wi-Fi on the market today.
The built-in best-in-class security provides extra measures to protect your network from malicious online threats. Self-adapting AI continuously scans over 27 billion URLs and 600 million domains to protect your online accounts and devices from malware, phishing, spam and harmful or intrusive advertising.
Ever wish it was easier to manage your Wi-Fi? With just a few taps, the accompanying HomePass app lets you easily control your Wi-Fi and connected devices from the palm of your hand. It works like a universal remote for your Wi-Fi network and gives you high-level visibility into your home’s connectivity. View security events, check signal strengths, run speed tests, and create guest networks or passwords. Plus, parents can remotely enforce internet timeouts, schedule bedtime or screen-free periods and create child-friendly website filters.
The best way to test your speed is through the Smart Net Plus accompanying HomePass app's speed test, which will reflect the most accurate wireless speed. Speed tests are always most accurate at the ethernet cord coming into the home, due to the many variables involved in wireless speed testing. Also, many individual connected devices (including smart phones) can't utilize 2,500 Mbps. Speed test results can vary for several reasons depending on the test you use and how many other devices may be connected to your Wi-Fi.
For the Gig, we suggest a WiFi router that says it's "Gig-capable, such as a dual band “802.11ac” router. In fact, an 802.11ac router is best for maximum performance at any speed – especially in larger homes with multiple internet devices and users. Avoid any products that say "modem" or "cable modem" as these products will not work with fiber optics technology. Gig2.5 comes with EPB Smart Net Plus WiFi included.
EPB Smart Net Plus WiFi service includes the right router professionally installed, network setup optimized for maximum WiFi performance in every corner of your home, advanced security, an app that helps you control your network, and anytime expert support starting at just $14.99 (plus tax) per month.
EPB will replace any non-working cameras, but theft or vandalization of EPB equipment would be the sole responsibility of the customer. However, if a camera is vandalized or stolen, since the camera is always recording, you should be able to get a video of the event up to when the camera goes offline. EPB will bill the customer for the unreturned rate of the cameras, and then we can re-install new ones, if you like. Most businesses carry insurance, and these types of instances are most often covered. However, talk with your insurance company to get specifics on what is covered under your policy.
Yes. Our solutions are scalable to grow and expand with your business. In addition to upgrading internet speed and equipment, you can also move to our enterprise-level solution - EPB Hosted WiFi.
EPB Tech Pros will install Smart Net Plus for Business equipment at your business, connect your critical business devices (like computers, point-of-sale systems, and printers), and set up a basic guest network. You simply download the free WorkPass app onto your primary device to easily manage your network – like customizing splash pages, viewing employee and customer activity, keeping an eye on network threats, discovering active and quarantined devices, and much more.
EPB Hosted Camera is designed for businesses of all sizes — whether you need one or a dozen. We work with you on the solution right for your business location, and you can add more cameras at any time you need them (up to 12).
If for any reason you do not like Smart Net Plus, please reach out to our customer support team. They will make sure you are getting the most out of Smart Net Plus, identify and solve any problems you are experiencing or help you adjust your service to better suit your specific needs.
If you’re still unhappy with your service, you can cancel your service at any time and return all pods associated with the account. There will be a $100 charge for each router/extender that is not returned.
EPB has several tools to secure your WiFi network. We let you decide the naming conventions of your SSIDs, as we do not use factory settings. We assist you in choosing a password that is unique and strong. Additionally, we’ll turn on the router encryption, maintain the most up-to-date firmware/patches, and enable the router firewall. Additionally, Smart Net Plus for Business includes enterprise-grade AI security that continuously safeguards your network, users, and business from ever-evolving attacks like phishing, malware, ransomware, and more. This always-on system immediately detects new cyberattacks, and automatically isolates devices that behave outside their normal parameters to prevent threats from spreading.
Currently, there is support for up to 192 devices connected at one time.
Yes.
EPB Hosted Camera is ideal for any size organization that requires a solution to centrally monitor one or more sites. EPB Hosted Camera eliminates the need for on-premise servers and reduces IT involvement, since EPB manages all software updates, maintenance and support. The service’s highly elastic architecture enables additional sites to be added as your business expands across new locations.
Yes! EPB Tech Pros will professionally-install routers and access points, optimize WiFi for peak performance, connect your critical business devices (like computers, point-of-sale systems, and printers), set up a basic guest WiFi network, and provide 24/7/365 expert local technical support – all at no additional charge.
Smart Net Plus for Business includes enterprise-grade AI security that continuously safeguards your network, users, and business from ever-evolving attacks like phishing, malware, ransomware, and more. This always-on system immediately detects new cyberattacks, and automatically isolates devices that behave outside their normal parameters to prevent threats from spreading.
To add Smart Net Plus for Business to your EPB business internet, simply connect with an EPB business sales representative by calling 423-648-1500.
The free WorkPass app included with Smart Net Plus for Business helps you gain insight into how customers interact with your business to help you enhance the customer experience, improve targeted advertising, and explore new revenue streams. You can also track peak employee Wi-Fi usage times to help keep track of individual productivity, manage connected devices, block access to inappropriate content, and more. Plus, you can see connected-device movement to help monitor on-site activity – such as customer interactions, business demand, and traffic flow patterns – to help better schedule staffing, plan promotions, modify floorplans, and more.
Please call EPB at 423-648-1500 if your camera needs repositioning. We may be able to assist you remotely if it is an optical zoom request. An installation charge may be assessed if your request includes physically moving an installed camera to another location.
Smart Net Plus is $17.99 per month (plus tax) for customers with 300 Mbps Fi-Speed Internet and $14.99 for our customers with Gig Fi-Speed Internet (1,000 Mbps) or faster.
Most people think of saving recordings because of an incidence involving theft or destruction of property. However, recordings can be used for training opportunities, to document employee/customer interactions, or learn customer behaviors within the place of business (foot traffic).
The Smart Net Plus HomePass app is available on Google Play and the App Store. Unfortunately, there is no web browser version available at this time. The app is free to download, but you must have a Smart Net Plus subscription to log in and use it.
If you are already a Fi-Speed Internet customer, we would be happy to show you the benefits of signing up for our Hosted WiFi product. Please contact our sales department at 423-648-1500 to get started.
ACP credits are nontransferable. The ACP credit is limited to one per household.
Yes. Your installer will be happy to assist in migrating your devices to the new WiFi network. And, if you prefer to have your equipment hardwired, we will set this up using the 3 Gigabit LAN ports on the back of the device.
Yes, pods use an average of 10W, with a low of 4.5W on standby and a maximum of 15W. For reference, 10W is less than most incandescent light bulbs, and equal to the usage of the most energy efficient LED light bulbs.
Your Smart Net Plus for Business router has 3 ethernet LAN ports for connecting your most important hard-wired systems such as point-of-sale hardware, printers, computers, and more. You can also purchase a network switch from another vendor that will enable you to connect more hard-wired devices to your Smart Net Plus for Business router.
No. You get unlimited data with no data caps or added fees.
