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.
There is no charge for residential installation. And, with EPB there are no contracts or hidden fees.
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.
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.
Timeshift (with the Ultimate Features package) allows you to rewind live programming or restart a program up to 24 hours later. This feature is available on up to 25 popular channels, depending on the channel package you subscribe to. However, our EPB Fi TV app lets you restart live programs over from the beginning and replay programs for up to 3 days after they air on most channels.
Yes. A letter of reference from your previous utility may serve in place of a security deposit. Letters must be printed on the utility’s letterhead, authorized by a company official, less than six months old and include a good record of payment for at least 12 months. Also, a co-signer (or guarantor) who is an existing EPB Electric Power customer with a good payment record for at least 12 months may serve in place of a security deposit. The guarantor will be asked to sign an agreement that will remain in effect for one year.
Yes. As long as you are logged into a device you are using a stream. To free up streams, simply log out of devices. To sign out of Fi TV on that device, click “sign out” at the bottom of your Profile screen.
Yes, there will be a charge of $100 for each router/extender you do not return.
Since every EPB Electric Power customer account uses power before the first bill is received, we require an initial deposit of $200.00 to cover the cost of this power. However, all new applicants for service undergo a review of their credit history and those with a satisfactory credit rating may have the deposit waived or billed on the first month's bill. Customers with less than satisfactory credit will be required to pay a deposit in advance. Deposits may be paid using Visa, MasterCard, Discover Card, debit card or cash in person at one of our three convenient locations and must be paid before electric service can be connected.
You will receive emails for when your bills are due. They include the billing amount, due date and a link to paying them online. You can also access previous bills electronically. Make a one-time payment using a credit or debit card or pay by phone or in person or set up autopay for automatic monthly payment.
Smart Net Plus answers our customers' need for a cutting-edge Wi-Fi 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).
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.
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.
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.
Calls between 423 numbers and 729 numbers are still local calls despite having different area codes.
By default, customers receive a simplified bill, showing the amount of electricity used and amount of payment they owe. However, we also offer a detailed bill with a breakdown of costs, including TVA’s current adjustment for the cost of fuel to generate energy.
To start receiving detailed bills, please call us at 423-648-1372.
Unfortunately, no. You will need to keep using your current rented device as long as it is still functional and supported. However, if you ever have a problem with a device you are renting from EPB, we will replace it for you when you return the original device.
You can submit a request to have your personal or business number reinstated as a legitimate phone number that is not being used for spam calls. Submit a request at https://freecallerregistry.com/fcr/ and it will automatically be forwarded to three different reporting agencies (TNS, Hiya, and First Orion) that will take care of this for you.
Each time you turn on your TV, you will be on the home screen of your streaming device – which gives you quick access to Fi TV and other apps like Netflix and Hulu. To access Fi TV, simply click the Fi TV icon to start watching – like you would to watch Netflix or Hulu.
If you're having trouble, give us a call anytime day or night at 423-648-1372.
Yes, you can get the Affordable Connectivity Program benefit even if you owe a past-due amount.
Unfortunately no. Set top boxes with a DVR must be wired directly to your television.
Provide a real, dial-able number with every call you make – ones that will prevent them from being flagged for robocalling. They include:
Don’t use one main calling number for multiple uses – use unique extensions for each type of call you make to customers
Provide a real, dialable number with every call you make – calling from a “party line” that is not valid or assigned to your business can result in being flagged as spam
Create a Caller ID profile – make sure your outbound calls show up as coming from the name of your business in the recipient’s caller ID.
Comply with “Do Not Call” lists – vet your call lists against national DNC and TCPA requirements to ensure you’re not making unwanted calls that will be flagged as spam.
Yes. You can add any of our Premium Channel or Additional Channel packages at any time.
Bring a third caller into an existing call by pressing “Flash/Talk” (placing the first caller on hold), wait for a dial tone and dial then third caller’s number, then press “Flash/Talk” again for all parties to join the conversation.
If you’re unhappy with the Fi TV Entertainment Box, you can cancel at any time. If you’re having trouble using the Fi TV Entertainment Box, EPB Tech Pros℠ will be happy to help answer your questions, or even help you switch to another available streaming device that supports the Fi TV App. We’re always here with local, expert technical support available 24/7/365 via by calling 423-648-1372.
There is no limit to the amount of content you can record and keep for up to nine months However, keep in mind each recording will be automatically deleted as it reaches nine months on your DVR.
Our Third-Party Notification program helps you avoid service disconnections by having another person, such as a friend or family member, receive copies of bills and other important notices such as disconnect notices.
To designate a person for this notification, please call us at 423-648-1372.
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.
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.
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.
If your power is disconnected for nonpayment, a fee of $35.00 is required to reconnect. Pre-Pay Power accounts may be reconnected by bringing your Pre-Pay Power balance up to at least $50. No reconnection fee is required and services can be reconnected in minutes.
In most cases, yes. If you are using a current Fire TV Stick or Apple TV you can use that device’s remote for everything without having to change inputs between apps. Some older model remotes do not provide the ability to turn the TV on/off or control the volume – but newer ones do. Also, most Smart TV’s operate everything seamlessly with one remote.
If you have an Amazon Fire TV Stick, watch this helpful video for more information.
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.
The same user name and password as your MyEPB account. If you do not have a MyEPB account yet, you can set one up at EPB.com. Also, an EPB installer can help you set up an account at the time of installation. If you have trouble logging in, or can't remember your user name or password, call us at 423-648-1372 anytime day or night.
To access your complete Fi TV channel list and to watch live TV, you must be connected to your home’s WiFi network. However, you can watch on demand content and DVR recordings away from your home’s WiFi network.
If there is an upcoming program you want to make sure you can watch on the go, we suggest you set it up to record on your DVR, and then you can watch it virtually “live” as it’s being “recorded.” Watch this helpful video for more information.
Yes. You can keep all the channels included in your current Fi TV channels package.
If you are already a Fi-Speed Internet customer, we would be happy to show you the benefits of signing up for our Hosted Wi-Fi product. Please contact our sales department at 423-648-1500 to get started.
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.
Unfortunately no. Exisiting DVR recordings do not transfer over. The settings for future recordings will transfer over, but you will loose previously recorded content. However, with our EPB Fi TV app (available to residential customers), DVR recordings are cloud based and accessible by any compatible streaming device at any time.
Mail a check or money order to: EPB, P.O. Box 182255, Chattanooga, TN, 37422. Be sure to include your EPB or EPB Fiber Optics account number.
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.
EPB recommends a dual band 802.11ac or newer for 300 mbps internet service. We recommend a tri-band 802.11ax (Wi-Fi 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 Wi-Fi performance and anytime expert support for just $17.99 (plus tax) per month.
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.
To submit content for the Leased Access Channel, please fill out the Leased Access Channel Air Time Purchase Agreement and then submit a DVD of the content you would like to submit to Leased Access C/O Hal Dickey, EPB, P.O. Box 182255, Chattanooga, TN 37422
Setting up a home Wi-Fi 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 Wi-Fi 6 “802.11ax” router. This is the next generation in Wi-Fi 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.
On mobile devices, open the app and choose your profile icon to launch Fi TV. On the Home screen, you’ll see your profile’s personalized viewing experience, including DVR recordings, suggested shows and movies, “resume watching” functionality and more. Keep in mind that while logged in on a device, you are using a stream. You can watch Fi TV live if you are within your home's WiFi network. Outside of your home's WiFi network, you can only watch DVR recordings and on demand content. However, you can start recording a program from your mobile device and begin watching it away from home five minutes later. And if you are not logged into a WiFi network at all then cellular data fees may apply.
Because of many factors, TVA’s power rates fluctuate. One factor is TVA’s total monthly fuel cost, which is a mechanism used to recover the cost of fuel (like coal and natural gas) needed to generate power. The total monthly fuel cost is also used to cover the cost of purchasing power outside the TVA service area.
With EPB Fiber Optics, there are no data limits. Use all of the data you want at no additional charge.
You can record as many shows as you like at the same time and not take up any of your streams. So you can record on several channels at the same time and still watch up to 6 streams (or more with additional stream purchase) on other channels and devices while you are recording.
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 Wi-Fi network to help you maximize your home's wireless signal. More people are using their Wi-Fi 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 Wi-Fi networks. So at just $9.99 per month (plus tax), EPB Smart Network is a wise addition to your home's internet service.
Your regular data restrictions and fees from your cellular provider apply.
We provide Fi-Speed 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 Fi-Speed Internet service is live, you may need to ensure your vendor or IT professional is on hand to assist.
There is the possibility that additional funding will be approved by congress, but the FCC is not yet sure of the outcome of the bill.
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.
Yes. The EPB Fi TV app is supported on most popular web browsers. Just type in EPB.tv to access the EPB Fi TV login screen. Log in using your Fi TV login and password. If you have trouble logging in or need to change your password, call an EPB representative any time, day or night, at 423-648-1372.
If a check or any other payment is returned by your financial institution, we will charge a $30.00 fee for processing the returned payment and require repayment with cash, cashier’s check or money order. Any account with two or more returned payments in a 12-month period will be designated as a “cash only” account. All future payments will need to be made with cash, cashier’s check, money order, Visa, MasterCard or Discover.
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.
Because all Fi TV Select channels are delivered as a digital signal, you need a set top box on each TV in order to receive this TV service. However, our EPB Fi TV app is delivered over our internet on streaming devices you may already own so you could save money each month and get even more features.
If you need assistance paying your bill, you can make arrangements with us.
Please contact us prior to your bill’s due date to ensure your service remains active.
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.
The EPB Fi TV app includes 6 streams standard (more than any other provider) – but you can also purchase up to four additional streams at $2.50 each per month, for a total of up to 10 streams.
You can use the voice control on applicable device remotes (like Amazon Fire TV Stick and Apple TV) to search for programs by title within Fi TV's “search” screen. If your streaming device remote has voice control, then all standard commands associated with that device will work as usual.
Residential customers may request to be billed on one of four optional dates each month. To choose a due date that’s right for you, call us at 423-648-1372.
Business customers can call 423-648-1500 to speak with a business account representative about options available to you.
HD is included with EPB Fi TV at no additional charge. Currently content providers don't offer much 4K programming, and the EPB Fi TV platform doesn't offer 4K resolutions at this time. We will add the ability to deliver 4K as more programming becomes available.
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.
Yes. Pre-Pay Power enables you to set up an account with an initial $50 payment to be applied against future power use. With Pre-Pay Power, you pay for power before you use it – like putting gas in your car. Add funds to your account 24 hours a day, and receive alerts when your balance is low. With the Pre-Pay Power option, there are no late fees, no disconnect fees, no security deposit and no surprise bills. However, initial connection fees do still apply.
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.
No. EPB receives Affordable Connectivity Program funds directly from the government, and applies them to your account balance.
EPB will replace a device at no cost at any time for as long as you are renting the device. You will just need to return the original device. If you have EPB Smart Network, a technician will deliver and set up a new device for you, and return your original device at no additional charge.
Call 423-648-1372 anytime day or night and an EPB representative will be happy to help.
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.
With the use of our ACS provisioning system, we can help manage all product security and firmware updates for you.
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.
You can start most shows over from the beginning with the click of a button at any time while they are airing.
The EPB Pre-Pay Power option eliminates late fees, reconnect fees and security deposits. With Pre-Pay Power, you can decide what works best for you and your budget. If it’s difficult for you to make large monthly payments, you can pay smaller amounts daily, weekly, or biweekly instead. Pre-Pay Power puts the power in your hands. To sign up for Pre-Pay Power, please call us at 423-648-1372.
Yes. You can easily forward voice messages to another mailbox by pressing 5 while listening to a voice message from any phone, or by accessing your voicemail online via the CommPortal.
We understand that there may be times when paying your bill is difficult. If you need to request a payment extension and you meet the following criteria, you can avoid a disruption in your service by requesting up to a 7-day extension to submit a payment. Requirements include:
Must have received a disconnect notice
Do not have a balance over $600.00
Do not have a returned check for insufficient funds outstanding
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.
Yes, if you upgrade your EPB internet service, your ACP benefit will remain on your account.
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.
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.
An overlay is an addition of another area code to a region based on its population. Since our area has received a surge of growth, The Tennessee Public Utility Commission is adding a second area code for new phone lines only.
A usage anomaly alert will be sent when there is an unusual spike in your usage that does not appear to be related to the weather. In most cases, it will be identified within a few days of it first occurring. A bill threshold alert could occur due to weather (for example, an extremely cold month in the winter) and will typically only be triggered if aggregate usage is high over a longer time period (like weeks instead of days).
Yes, you can rent up to 10 Amazon Fire TV Sticks from EPB.
Yes. Our Sports Channel Package features 6 popular sports networks including NFL RedZone, MLB Strike Zone, Stadium College Sports and more for just $4.19 plus tax per month.
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.
No, the price of a call, coverage area or other rates will not change due to the area code overlay.
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.
In addition to the Fi TV App, you can also download other popular streaming apps to your Fi TV Entertainment Box, including Hulu, Amazon Prime Video, HBO Max, Disney Plus and many more available through the Google Play Store.
Yes. Switch to Paperless Billing and get a one-time $10 bill credit for each account—that’s a $20 total credit if you convert both Energy and Fiber Optics bills.
EPB email accounts allow storage of up to 10 gigabytes free.
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”.
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.
People want more control to watch what they want, when they want, and where they want. We're no longer tied to the television screen – we want to watch on other devices like phones, tablets and laptops. Fi TV lets you watch video content when, where and how you want it. And, because Fi TV eliminates the need for wired set top boxes and DVRs, it can potentially save you money as well.
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. EPB Fi TV’s “replay” lets you watch shows up to 3 days after they air. Use the search feature, indicated by the magnifying glass icon, to find a show or movie by title. Then available episodes will appear in the listing below.
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.
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.
The ACP stopped accepting new enrollments as of February 7, 2024.
No. Just log in to the Fi TV app one time on each TV and device. After that, it remembers you – just like Netflix or Hulu.
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.
There are many factors that can affect your home's Wi-Fi performance. If you're setting up your own Wi-Fi network, we offer tips for setting up and optimizing a Wi-Fi 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 Wi-Fi network for you. For just $9.99 a month you get:
A Gig-speed router (extremely important for the best Wi-Fi performance).
Professional router installation and home Wi-Fi 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.
Yes. The Fi TV Entertainment Box connects to an internet connection in order to deliver your Fi TV service. And, because it utilizes the internet, the Fi TV Entertainment Box also allows you to download many other popular streaming apps, like Hulu, Prime Video, HBO Max, Disney Plus and more.
Yes. Just like a traditional set top box, you will need a Fi TV Entertainment Box for each TV where you want Fi TV service.
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.
If you are an EPB TV customer who currently leases two or more set top boxes you could save money.
You no longer need to lease set top boxes with the EPB Fi TV app, and can watch using many popular smart TVs and streaming devices you may already own.
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.
A notification you receive via the myEPB app when the total charges for your current bill have exceeded a dollar amount that you specify within your app settings.
This change is being implemented for the entire 423 are code region, including other East Tennessee communities like Bristol, Johnson City and Kingsport.
The Fi TV Entertainment Box is just one device that supports the Fi TV App.
You can also watch the Fi TV App on most streaming devices — including smart TVs, Amazon Fire Sticks, Apple TVs, and more — as well as laptops, tablets, smart phones and other devices.
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.
The Fi TV Entertainment Box functions a lot like the traditional set top box you may be using now, with the very same channels. The remote is similar to the one you’re using today, and includes numbers that allow you to go directly to a specific channel. The channel guide is very much like the one you’re accustomed to, and navigates much like your current Fi TV plan. The main difference is that instead of your Fi TV plan being delivered over an ethernet line to your set top box, it's now delivered over the internet to the Fi TV app on your Fi TV Entertainment Box. In fact, the Fi TV Entertainment Box is so similar to your current TV experience, you won’t even realize you switched.
Unfortunately, no. However, with app-based Fi TV's optional Unlimited DVR, you can record as many programs as you want and watch them anywhere, any time on any compatible streaming device.
Yes. Call long distance at just 6¢ per minute. Get the basic plan for just $22.99 per month plus tax. Get 120 minutes of long distance calling at just $29.00 per month plus tax. Or, get unlimited long distance calling at just $39.99 per month plus tax. If you would like to add long distance service, call us anytime day or night at 423-648-1372.
Here’s how it works for current Solar Share participants: Each solar panel within the array is estimated to produce approximately 37 kWh per month, but this amount can be higher or lower based on time of year and weather. Determine the percentage of your home's energy use you want to receive as a solar credit and multiply that by your average monthly energy use. For example, if you want 25% of your home's power use to be solar, and your average use is 1,600 kWh per month, you would license 11 panels (1600 x .25 = 400/37 = 10.8).
EPB Solar Share is currently sold out due to popular demand. Sign up for email updates to be among the first to hear about new renewable energy projects.
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.
There are some things you can do to ensure you get the best performance. If you're setting up your own Wi-Fi network, We offer tips for setting up and optimizing a Wi-Fi network and this helpful video.
And, EPB Fiber Optics’ Smart Network whole-home Wi-Fi solution makes creating and maintaining a Wi-Fi 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.
You may have a cordless handset that’s been left turned on. Make sure all of your home phones are turned off, then try again.
For the Gig, we suggest a Wi-Fi 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 Wi-Fi included.
EPB Smart Net Plus Wi-Fi service includes the right router professionally installed, network setup optimized for maximum Wi-Fi 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.
Smart Net Plus will support speeds of up to 2.5 Gigs to the router connected to your Ethernet port. However, your Wi-Fi 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 Wi-Fi speeds available on the market today.
EPB Fi TV is an app that lets you watch TV over the internet – much like Netflix or Hulu.
Fi TV is combined with our Fi-Speed Internet, so you watch using internet connected-devices including compatible smart TVs and most popular streaming devices like Amazon Fire TV Stick, Apple TV, and mobile devices. The new EPB Fi TV app gives you the ultimate TV experience powered by the world's fastest internet.
Any type of landline corded or cordless phone can be used with Fi Phone service.
Yes you can!
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.
To record a show, just click on the program in the Guide. Choose “Record” and you will see options for recording "new episodes" of a show or "all episodes" which includes re-runs. You can also select shows and movies to record under the "Shows" and "Movies" sections or by searching titles using the magnifying glass search function.
If you're using a streaming device or smart TV, you may want to watch this helpful video for more information. If you're using a mobile device, you may want to watch this helpful video for more information. If you're using a web browser, you may want to watch this helpful video for more information. If you're still having trouble, give us a call anytime day or night at 423-648-1372.
To quickly access the last few channels you watched, just click the bottom click button of the navigation ring of your Amazon Fire Stick.
Yes. Easy-to-read large print bills are available.
The EPB Fi TV app's “restart” feature lets you start shows over from the beginning. Just slide the progress bar back to restart it. For more information, watch this helpful video.
Store up to 30 numbers in Speed Dial. Dial *75, assign a speed dial number (any number between 20-49), then dial the number you would like to store, including the area code. To call a speed dial number, press the assigned speed dial number and then press #.
Unfortunately no. In order to deliver that strong of a video signal, your set top box must be wired directly to a 4K Ultra HD television.
Well, there are many reasons. The EPB Fi TV app works over EPB internet on many smart TVs and most streaming devices (like Amazon Fire TV Stick, Apple TV, Android devices and others) without the need to rent set top boxes so you can save money. It offers all of the same channels and features plus more, such as the ability to restart live TV programs over from the beginning and replay them for up to 3 days after they air. And, its optional Unlimited DVR lets you record as many programs as you want and keep them for nine months for just $5 per month.
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.
Yes. We have a Latino Channel Package that includes 20 popular video and music channels including Telemundo, NBC Universo, Fox Deportes, CNN, Cine Latino and more for just $4.99 plus tax per month.
The ACP no longer accepts new enrollments, as of February 7, 2024.
No, your phone number, including your current area code will not be affected. The new 729 area code will only apply to new phone numbers.
Go under their device’s settings, find the name of your Wi-Fi network and log in with your network’s password.
Unfortunately no. The Fi TV Entertainment Box does not currently support Netflix. But if you have Netflix now, you can continue to watch it using your current smart TV or streaming device. In fact, you can also watch the Fi TV app on most smart TVs and streaming devices, including Amazon Fire Sticks, Apple TVs and more — without having to lease a Fi TV Entertainment Box.
In the MyEPB online portal you can manage your account information, pay your bills, see your usage history and much, much more.
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.
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. 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.
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.
Yes, for an additional monthly fee per set top box. Keep in mind that the EPB Fi TV app works on smart TVs and most streaming and mobile devices without the need to rent set top boxes at all.
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.
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
The monthly usage chart shows data for a calendar month. The "billing cycle to date" information corresponds to your specific billing cycle. For example, your account may be billed for usage between March 10 and April 9 (your April billing cycle), whereas the calendar month for April is April 1 to April 30.
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.
Unfortunately no. Fi TV Select service is no longer available for ordering and cannot be transferred to a new address. However, we have a better option. App-based EPB Fi TV works over the internet on many smart TVs and most streaming devices (like Amazon Fire TV Stick 4K, Apple TV, Android devices and others). It offers all of the same channels and features plus more and works on most popular streaming devices, so it doesn’t require you to rent set top boxes.
Power Share is a year-round program that provides direct support to Chattanooga area families in need. The program is made possible by our customers who contribute funds through monthly electric power bills, or by making a pledge. All donated funds are given to United Way 211 — an outreach program that qualifies and distributes 100% of contributed funds to local families.
To find out more about contributing to Power Share, call EPB at (423) 648-1372. If you or someone you know is in need, please call United Way 211 by dialing either 211 or (423) 265-8000.
To activate parental controls, go to PROFILES, select settings, then parental controls and assign a PIN number. This will automatically activate parental controls on all devices associated with your Fi TV account. To deactivate parental controls, go to settings, parental controls, and choose restrict mature content. You must type in your PIN number to turn Parental Controls off, or back on. If you forget your PIN, you will then need to call EPB Fiber Optics at 423-648-1372 reset your PIN.
If you're using a streaming device or smart TV, you may want to watch this helpful video for more information. If you're using a web browser, you may want to watch this helpful video for more information. If you're using a mobile device, you will need to set up parental controls via a streaming device, smart TV or web browser. If you're still having trouble, give us a call anytime day or night at 423-648-1372.
Unfortunately we cannot, because each Fire TV Stick only comes with one remote.
No.
Yes, any systems in place programmed to use 7-digit dialing will need to be updated to use 10-digit dialing. This could include security systems/gates, fire systems, medical monitoring devices, fax machines, call forwarding settings, ankle monitors and more. Phone numbers that have been saved in landline phone equipment and mobile phones will also need to be updated to include 10 digits.
Log in to the MyEPB portal on EPB.com. Choose “Profile” from the menu on the left. Click “Change Password” and follow the prompts.
Fi Phone includes many popular features including voicemail, call forwarding, call blocking, call waiting, spam stop, speed dialing, three way calling, call transferring and more. And, affordable domestic and international calling plans are also available.
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.
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.
It depends on the complex. Check to see if your particular address is eligible for EPB Fiber Optics service.
EPB encourages all customers to enroll in paperless billing. When you do, you will receive a one-time $10 credit per account. To switch to paperless billing, please click here or call 423-648-1372.
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.
If you aren’t enrolled in the ACP, you can no longer participate. The ACP stopped accepting new enrollments as of February 7, 2024.
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.
The labels include key details such as download and upload speeds, latency, monthly service fees, data allowances, additional fees, and technical support information.
The EPB Fi TV app offers the same three Channel Packages as our previous TV plans, including:
Bronze (23 channels, including all local affiliates)
Silver (95 channels)
Gold (156 channels plus 50 music channels)
All available On Demand content for each network is also included.
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.
The television channel guide will have a backwards arrow on the channels that have Timeshift capabilities. If you're interested in upgrading, most channels on EPB Fi TV let you restart live programs over from the beginning and replay programs for up to 3 days after they air.
If your TV is not a compatible smart TV, then yes. However, streaming devices can be moved from TV to TV if you don’t want to buy one for every TV. Also, remember you can watch Fi TV on other streaming devices such as tablets and smartphones. Watch these helpful videos for more information.
Press the MENU button, and use the arrow keys to select settings, and then select parental controls. Press OK. 2. Select parental locking, adult locking, or rental locking, and press OK. Enter your temporary PIN (1111). You may want to change your PIN now before you set your locking options.
Because of increased population in the region represented by the 423 area code, a secondary are code is being introduced. To accommodate growth, new local phone lines may be given a 729 area code.
Yes. You may share the login with people within your immediate household. The EPB Fi TV app comes with 6 streams for simultaneous viewing on 6 different devices at the same time. You may also purchase up to four additional streams for $2.50 each for a total of up to 10 streams.
To order additional streams, call us at 423-648-1372 anytime day or night.
Since the EPB Fi TV app no longer requires a set top box, you will use the remote that comes with your streaming device or smart TV to control Fi TV – just like you do with streaming services like Netflix or Hulu.
If you're using an Amazon Fire TV Stick 4K, you may want to watch this helpful video for more information. If you're still having trouble, give us a call anytime day or night at 423-648-1372.
Power bills vary depending on the amount of electric power you use. Weather plays the biggest role in your electric bill since your HVAC unit is one of your home's biggest energy users. In the milder months of spring and fall, you are more likely to use less energy than in the colder and hotter months of the winter or summer.
EPB Energy Pros can visit your home and perform a free home energy checkup at any time. Please call 423-648-1372 to schedule your visit.
If you would like to dispute an EPB Electric Power bill that you think is in error, please contact us at (423) 648-1372. We will not disconnect service for nonpayment of the amount in dispute if you notify us before the bill is past due and you pay all undisputed charges before their due date.
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.)
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.
The original Fi TV platform is obsolete because the equipment required to support it is no longer available. Fi TV Select is no longer available to new customers because we will be phasing out that technology soon. However, EPB Fi TV is an app that is delivered over EPB's internet and viewed on compatible smart TVs and most popular streaming and mobile devices.
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.
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).
The Total Monthly Fuel Cost Adjustment is determined by the cost of the natural gas, coal and other fuels used to generate your power. Because of frequent fluctuations in these fuels, TVA makes an adjustment to the “fuel cost” portion of your electric rate each month based on the current market price of these fuels.
The current Total Monthly Fuel Cost Adjustment used to help determine your energy bills this month can be found by clicking here.
To see our complete residential energy rates, click here. To see our complete commercial energy rates, click here.
Currently the EPB Fi TV app does not support live viewing out of home. Most channels have video on demand content that is available out of home, and you can access many channels remotely through the network app on EPB2Go.com. Also, please keep in mind that with the optional Unlimited DVR, you can watch any show you have recorded any time, any place, on any device. So, if you are planning to be away from home when a show airs — you can schedule a recording and then watch it later, or even as it “records.” Plus, since the storage is unlimited, you can record as many shows as you want and keep them for nine months.
Access your account at EPB.com. Go to EPB.com. Click the "Sign In" at the top right. Select "My Accounts" on the menu. Type in your Username and Password, and select the "Login" button. Select "My Consumption History" on the menu left. Here you will find your past bills and charts of your energy usage. You can also access this information by downloading the FREE MyEPB app from Apple and Google Play app stores.
EPB Solar Share is currently sold out due to popular demand. Sign up for email updates to be among the first to hear about new renewable energy projects.
Smart Net Plus comes with up to three Wi-Fi extenders that transmit your signal to provide complete coverage in most homes. If your home requires more Wi-Fi 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.
Your Profile icon takes you to your DVR recordings. Just click on your Profile (rather than “Shows” or “Movies”) each time you want to access your DVR recordings.
If you're using a streaming device or smart TV, you may want to watch this helpful video for more information. If you're using a mobile device, you may want to watch this helpful video for more information. If you're using a web browser, you may want to watch this helpful video for more information. If you're still having trouble, give us a call anytime day or night at 423-648-1372.
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.
We suggest you do, in order to get the most from your Fi-Speed Internet service. More people are using their Wi-Fi 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 Wi-Fi 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 Wi-Fi network set up, maintenance and support provided by EPB Smart Net Plus is more important than ever.
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”.
The 25 Timeshift channels are determined by national network rankings combined with the channels our customers watch the most. However, most channels on the EPB Fi TV app lets you restart live programs over from the beginning and replay programs for up to 3 days after they air.
Unfortunately, no. You can Replay a show up to three days after they air but you cannot record them after they have originally aired. You have to set-up programs to be recorded beforehand, or you may be able to find the program again in the "shows" or "movies" listings.
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.
Your security deposit – plus interest – may be refunded upon your request after 12 months of continuous service and a good payment record on residential accounts. If you disconnect your service before your deposit is refunded, the full amount of the deposit and any accrued interest will be applied toward your final bill. Any amount remaining will be refunded to you.
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.
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.
If service is disconnected due to nonpayment, we require that all past due balances be paid as well as any reconnection fees and security deposits.
By accepting electric service from EPB Energy, you agree to comply with all Rates, Rules, Regulations, Policies and Procedures that exist at the time service is started. This includes, but is not limited to, obligation to pay for any electric service provided to you by EPB Energy. Failure to abide by EPB Energy’s Rates, Rules, Regulations, Policies and Procedures may cause your electric service to be disconnected. You further agree to pay all expenses, including reasonable attorneys’ fees, associated with the collection of any unpaid amounts for electric service received by you from EPB Energy. Your obligation upon acceptance of service from EPB Energy is subject to any future amendments or modifications to the Rates, Rules, Regulations, Policies and Procedures.
No. EPB does not collect or store any information related to your internet usage. See our open internet disclosure here.
Yes.
Yes.
Just call us at 423-648-1372 anytime day or night for billing assistance.
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.
You can lease the Fi TV Entertainment Box for $5.99 per TV, per month. Depending on the type and quantity of set top boxes you currently have, you may end up saving money.
Yes. McAfee LiveSafe works on almost all modern devices.
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.
The Fi TV Entertainment Box is a device that looks and functions like a set top box, but gives you access to the Fi TV App as well as other popular streaming apps like Prime Video, Hulu, Disney Plus, HBO Max and more — all on the same screen. You don’t have to switch inputs between the Fi TV Entertainment Box and your other streaming devices, and one remote controls everything.
No. The Affordable Connectivity Program discount of $30 can only be applied to one service.
Local technical experts are available 24/7/365 via chat or by calling 423-648-1372.
The EPB Fi TV app is compatible with many popular streaming devices, mobile devices and smart TVs. See a full list of compatible devices.
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. You can use any combination of Fi TV supported devices on your home’s network.
Traditional set top boxes that deliver TV via a digital signal will soon be obsolete and no longer supported by EPB. Switching to the Fi TV Entertainment Box delivers a much richer TV experience over the internet. It has all the features you love about your traditional TV service with even more convenience and features, like Restart and Replay, the ability to watch on most streaming and mobile devices, an available unlimited DVR, and more.
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.
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.
Timeshift (with the Ultimate Features package) allows you to rewind live programming or restart a program up to 24 hours later. This feature is available on up to 25 popular channels, depending on the channel package you subscribe to. However, EPB Fi TV lets you restart live programs over from the beginning and replay programs for up to 3 days after they air on most channels.
Just call us at 423-648-1372 anytime day or night for billing assistance.
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.
You can install the EPB Fi TV app on as many devices as you like. But remember that you only have 6 streams for simultaneous viewing unless you purchase additional streams for $2.50 each per month, with an upper limit of 10 total streams.
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.
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.
No. Because the EPB Fi TV app is delivered over the internet, it works on all kinds of internet-connected devices without the need for a set top box. Not only does this save you the monthly charge for each set top box, it also means that you can take Fi TV with you wherever you watch TV. For more information, watch this helpful video.
To send calls to a mobile phone or other number, dial *72, enter the forwarding phone number and press # to activate. To deactivate, dial *73# from your home phone.
Press *98 and follow the prompts.Press *98 and follow the prompts. You can also access your voicemail when not at home by dialing 423-648-MAIL (423-648-6245), then follow the prompts to enter your home phone number and voicemail PIN.
We’re pleased to offer a large print bill summary to make reading your electric bill easier.
To start receiving large print bill summaries, please call us at (423) 648-1372.
We are fully compliant with all regulations related to providing support for visually impaired customers in using our video services. Please call 423-648-1372 to learn more.
If we do not receive payment by the 16th day after your billing date, a late fee will be added to your balance, and your account will be considered delinquent. The late fee is 5% on the first $250.00 of the amount owed, and 1% on the remaining balance above $250.00. A reminder notice will be mailed, indicating the amount of payment due. Payment must be received by EPB Electric Power within seven days of this reminder notice in order to avoid disconnection of your service. Please note that EPB Electric Power field representatives cannot accept payments. If you foresee difficulty in paying a bill, call us at (423) 648-1372 and we may be able to extend your payment deadline. In special circumstances, we may also be able to direct you to social service agencies for financial assistance.
In order to add a DVR, you must have the Advanced Features Package (record 4 shows at once for $6.99 per month) or the Ultimate Features Package (record 6 shows at once for $9.99 per month). However, the EPB Fi TV app features an optional Unlimited DVR which lets you record as many shows as you want at once and keep recordings for up to nine months for just $5 per month.
You can return your equipment at EPB’s Hixson or East Brainerd locations.
Yes, Smart Net Plus is Wi-Fi 6, the latest generation of Wi-Fi. Not only can Wi-Fi 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 box itself doesn’t include a DVR like a traditional set top box. But the Fi TV App offers an unlimited, cloud-based DVR for just $5 more per month. And, since it’s hosted in the cloud, you can access your DVR on any mobile or streaming device, both at home and on the go.
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, the Fi TV Entertainment Box is only available for lease at $5.99 per TV, per month.
For your convenience, we offer several Pay Stations at various locations within our service area that accept payment by cash, check, credit or debit card. You can also make payments at one of our three convenient locations:
EPB Brainerd Branch 830 Eastgate Loop - Drive-thru only Monday - Friday, 8:30 a.m. – 5:30 p.m. EZ-Pay Kiosk and equipment return available 24/7
EPB Hixson Branch 2124 North Point Blvd. - Drive-thru only Monday - Friday, 8:30 a.m. – 5:30 p.m. EZ-Pay Kiosk and equipment return available 24/7
EPB Main Office 10 West M.L. King Blvd. - LOBBY CLOSED - No contact, curbside EZ-Pay Kiosk on the Market Street side (across from Miller Park) available 24/7
To provide a video solution that improves your overall video quality and experience, and makes it easier to watch the content you want, when and where you want, on any device. The EPB Fi TV app is delivered over our internet and easily integrates with streaming devices like Amazon Fire TV Stick, Apple TV, smart TVs and more – without the need to lease set top boxes. And, the EPB Fi TV app includes even more features than ever - such as Restarting shows from the beginning, Replaying shows three days after they air and an optional Unlimited DVR.
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.
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.
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.
Unfortunately no. Fi TV Select service is no longer available for ordering and cannot be transferred to a new address. However, we have a better option. App-based EPB Fi TV works over the internet on many smart TVs and most streaming devices (like Amazon Fire TV Stick 4K, Apple TV, Android devices and others). It offers all of the same channels and features plus more and works on most popular streaming devices, so it doesn’t require you to rent set top boxes.
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.
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.
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.
Everyone making calls in the local area will be required to dial 10 digits for all calls, including local calls. However, if you already have a phone line using a 423 area code, your number will not change. Only new phone lines established after March 5, 2025, may have a 729 area code.
To answer an incoming call while on a call, press the “Flash/Talk” button. To temporarily deactivate call waiting for a single call, dial *70 before dialing the number. To turn off call waiting during an active call, dial *70 then press “Flash/Talk.”
Try pressing the STB button located in the upper left of your remote to sync it with your tv’s set top box. Then your remote will begin controlling Fi TV instead of another component. If you're still having trouble, give us a call anytime at 423-648-1372.
We offer HBO, Cinemax, Showtime/TMC/Flix, Starz, Starz Encore, EPIX and Playboy.
ACP credits are nontransferable. The ACP credit is limited to one per household.
If you do not already do so, get in the habit of dialing 10 digits for all calls before February 5, 2025. You should also be sure that your phone number includes the area code anywhere you have given your contact information, including doctor’s offices. You should also be sure any items such as business cards, stationery, pet tags, etc. include the area code on your phone number. In addition, be sure that any equipment or software is updated to accommodate 10-digit dialing.
If you are terminating your EPB Fiber Optics Fi TV or EPB Smart Network service, you must return all EPB-supplied equipment to avoid added charges to your account. For more information on returning equipment, call 423-648-1372 anytime day or night.
Yes. After you order EPB Fi TV, you can download the FREE Fi TV app from the app store and install it onto any compatible device. Then simply log in using the login and password you established when ordering service and start enjoying Fi TV right away!
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.
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.
Most popular channels, but not all, will support both of these features. But you may find that these features won't work on some channels.
Yes, just download the FREE EPB Fi TV app from your app store and log in using your Fi TV login and password to enjoy Fi TV on Apple and Android tablets and smart phones.
For current Solar Share participants: Charges will appear the month after you sign up with credits appearing the month after that. For example, if you contact EPB and sign up on July 15 for a panel, you will see the CHARGE on your AUGUST invoice (the next month and all following months). The CREDIT will appear on your SEPTEMBER invoice (approximately 2 months after you sign up and all following months). Why? During the first month after your purchase, your panel is generating electricity. That generation is accumulated throughout the month and then credited on your next bill. If a customer opts for the multi-year license, this is a one-time only charge.
EPB Solar Share is currently sold out due to popular demand. Sign up for email updates to be among the first to hear about new renewable energy projects.
Starting February 5, 2025, you must always use the area code when making local calls, even if the person you are calling has the same area code as you.
For other questions, get in touch with us
For other questions, get in touch with us
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