FAQs

• Contact Information

  • What is your privacy policy? What is your privacy policy?

    altafiber knows how important personal privacy is to our customers. We maintain strict privacy policies and uses industry accepted technologies to safeguard such information. To view our privacy policy, click here.

  • When will you contact me? When will you contact me?

    We do not anticipate any problems with your order, however, in the unlikely event that we need to contact you about your order, we will use the number(s) provided. Some orders require access to your home for altafiber to perform installation. If your order requires us to access your home, we will contact you at the number(s) provided before we dispatch to your address.
     

• After Purchase Questions

  • What is My Account? What is My Account?
    A My altafiber account offers you access to view and pay your bills online, manage your services, and add new services to your account. You can also view or reschedule upcoming appointments and more 24/7. As a new customer, you will receive an email to set your My altafiber password. This link expires within 60 days. If you do not see this email, please check your junk folder.
  • What should I expect at my professional installation? What should I expect at my professional installation?
    • You will receive a reminder call the day before the installation to confirm your appointment and review your order.
    • Your Fioptics technician will call prior to arrival at the number you provided before driving to your home.
    • Please make sure you answer; otherwise, your order may need to be rescheduled.
    • Someone over the age of 18 must be present during the entire installation process.
    • For the safety of your pet and our technician, please secure any pets while our technician is on site.
    • The technician will need access to all televisions and jacks where you would like service.
    • The time frame that you selected is the technicians arrival time and not the installation time. Actual install can take anywhere from 2 to 6 hours or even more.
    • If you rent or lease, you will need to get landlord approval/sign off on the installation waiver before installation. This form can be found at www.altafiber.com/landlord.
    • Apartments only – The technician may need access to the utility room to complete your installation.
  • What should I expect at my self installation? What should I expect at my self installation?

    Your self install kit should arrive within 3 business days. After that, it's easy. Follow the "how-to" steps provided here, which will walk you through the installation process, including setting up your wireless network.

  • When will you contact me? When will you contact me?

    We do not anticipate any problems with your order, however, in the unlikely event that we need to contact you about your order, we will use the contact information provided. Some orders require access to your home for altafiber to perform installation. If your order requires us to access your home, we will contact you at the phone number(s) provided before we dispatch to your address.