Frequently Asked Questions and Answers

If you cannot find the answer to your questions here, please don’t hesitate to contact us at info@wideopenblacksburg.net or call us at 540-961-5411


  • Why do I have to provide my address?
    • By providing your address we can be sure that you live in one of the areas where we plan to build our networks. Your address helps us determine the area to which you belong so that you’ll be referred to the correct website for your neighborhood. Knowing your location also helps us to estimate the cost for connecting you to the network. Per our privacy policy, we will never sell or transfer your address.
  • How long will it take to get connected?
    • Once we have reached the 30% to 50% commitment mark from you and your neighbors, construction would start immediately and would be typically be completed in about 120 days. (The minimum requirement for commitments varies by housing density and neighborhood size). You could have Gig fiber and be using your new Internet services in just a few weeks if your neighborhood is already connected or if you are within easy reach of our buildout. It will help if you talk to your neighbors and encourage them to take the survey or signup. We make build decisions based on interest, reachability and density of signups.

      Don't hold back from signing up if you see a low percentage in your zone. Your deposit tells us you really want fiber, and is fully refundable if we decide NOT to build in your area or if nine months pass and we've not made an announcement about you neighborhood. We do hope you'll wait though if we haven't given up on your street.
  • I can't log in, it says that the email address is already in use.
    • It's probably because your email was registered when you previously completed our survey.

      Do this:
      1. Click Login (in the top right of the page).
      2. Click the text "Forgot or Don't have a password?" found under the login button on the login page and request a password for your email address (which is also your user account).
      You will receive an email within a few minutes with a link that you click to enter a password. Once done, you are logged in and can proceed.

      If you have not previously registered create a new user account. Choose "Create Account" and fill in the information.
  • What can I do to help my neighborhood be selected for fiber?
    • You can spread the word to your neighbors about the survey or sign-ups, depending what phase we are in. Depending on survey responses or number of sign-ups, you and your neighbors may have the opportunity to access fiber optic internet next. You can also become a champion for your neighborhood. For more information on becoming a champion, click on "Be a Champion" at the top of the page. We have no data overage fees. No hidden fees. No annual haggling. Fiber is reliable and our local service technicians don't stop until issues are resolved.
  • What is a Champion?
    • Champions are local enthusiasts who are keen to bring fiber to their neighborhood. Their role is to help share the idea of fiber within their communities and help their neighborhoods get service sooner. Approved champions are provided with marketing material that they can share with their neighbors to help drive engagement.
  • Can I change my answers to a survey?
    • Sure, you can change the answers to your survey. Take the survey again under the same address and the most recent version will replace your previous answers.
  • Can I change my sign-up?
    • Please contact us with any questions or concerns regarding your sign up.
  • Can I submit multiple surveys or sign-ups from the same address?
    • Only one survey or signup is necessary per address, although it is possible to have more than one internet account per household.
  • Why do I have to accept COS Systems Inc’s Terms For User Registration when I register as a customer?
    • COS Systems Inc is providing this survey collection platform, sign-up platform and is responsible for hosting the information gathered at this site.
  • Will I have a choice of services?
    • BizNet Technologies, our Provider Partner, is currently offering business class 250Mbps x 250Mbps, 500Mbps x 500Mbps and 1Gig x 1Gig internet packages and VoIP. As we add subscribers, we expect to be able to offer other providers and other services if there is sufficient demand. Each home can customize and choose their TV package directly by setting up accounts with streaming TV providers: Hulu + Live TV, YouTube, or a custom combination of individual networks. Smart TVs, Roku and AppleTV devices help with quick and easy connections to streaming services. Homeowners can also set up their security systems with DIY box systems similar to Ring or Nest, or contract with established security systems like ADT.
  • What will I get with my installation?
    • Each home connected to our distribution network gets a Gigabit fiber connection that runs back to the community network. You will own every component of the 'drop' that runs to your home including the equipment inside.
  • How does the fiber get into my house?
    • The fiber enters a small grey box on the side of each house, typically at the same location as your electric meter and telephone service. A short piece of fiber passes through the wall (often in an existing hole used for phone or cable), and is connected to a box very similar to a DSL modem or cable modem. The box is plugged into a standard AC wall socket for power, and your existing wireless router or Ethernet switch is plugged into the fiber box. There are four copper Gigabit Ethernet ports, and optionally, two additional ports for VoIP phone service--your existing landline phone cable can be plugged into an ATA port for voice service.
  • Will my lawn get torn up?
    • The contractors will repair any damage caused by installing the cable from the street to the house. The contractor will bore UNDER paved driveways. Gravel driveways will have a very narrow trench dug across them and will be properly layered and repaired as soon as the conduit is laid and the fiber is pulled. Still concerned about a damaged area and the contractors have moved on? Please fill out this damage report and we won't close it until it passes OUR inspection.
  • Will I have to spend a lot of money to re-wire inside my house?
    • You will probably not have to make any changes inside your house to use the WideOpen fiber connection. The box we use to connect you has copper Ethernet ports, and if you currently use a wireless router inside your home for Internet, all you have to do is plug your existing wireless router into the WideOpen box and reset it doing a hard factory reset. If you have Ethernet cabling in your house (e.g. Cat 5, Cat 5e, Cat 6), you can plug one of these cables into our box, and plug the other end into an Ethernet switch-- a quick and easy change.
  • Can I buy or rent the box?
    • Your first box is included free with the one time connection fee.
  • How long does fiber last?
    • Fiber typically lasts for several decades. Studies indicate that homes with fiber connections generally sell for $5,000 to $7,000 more than homes without fiber. It is a better investment than adding a new deck or upgrading a master bath, both of which cost more than fiber and return less when you sell your home.
  • What happens if I sell my house?
    • The fiber cable would transfer with your home to the new owner. Homes with Gigabit fiber sell more easily and are in higher demand than homes with access only to cable, mobile wireless or satellite.
  • Will there be TV service?
    • Streaming TV and video over fiber has never been faster or more flexible. High speed internet allows the consumer to completely customize their television viewing experience. Buy only the channels you want straight from individual networks or sign up with an "All Your TV In One Place" providers similar to Hulu + Live TV, Philo, or Sling. PC Mag reviews "The Best Live TV Streaming Services" each year. We update our little booklet: "Watching Television using your WideOpen Blacksburg Fiber Internet Connection"every few weeks. It's a wonderful cord-cutter's resource.
  • Will video services like Youtube, Netflix and Hulu work?
    • We have all the bandwidth you need to use video streaming services like Netflix and Hulu. Our first customers are already discovering how much money they can save by subscribing to our super-fast Internet and dropping their traditional cable or satellite TV subscription. Private VPNs (e.g. to connect to the Virginia Tech network) and videoconferencing also perform seamlessly.
  • What if I don’t want to be connected?
    • There is no obligation to pay for the fiber connection to your home if you don’t want it. However, to make the project financially practical and buildable, a minimum of 30% to 50% of the homes in a neighborhood need to agree to be connected. In most cases, you can change your mind later but installation costs may be higher in the future.
  • Who will repair the fiber if it is damaged?
    • The fiber that runs along the side of the road will be maintained by WideOpen Blacksburg. If you (or a contractor hired by you) damage the fiber cable from the street to your home, we will repair it but we may need to assess a fair and reasonable cost of repairs.
  • Will we be able to switch providers in the future?
    • As we add providers to the network, you will be able to change from one provider to another. Some providers may require one or more month's advance notice of termination. You will be kept informed about new service provider offerings.
  • Does the WideOpen Blacksburg network support IPv6?
    • Yes! The WideOpen Blacksburg network is a Multi-service Multi-provider network. Services available to you will depend on the options offered by your choice of service providers. The network equipment utilized by WideOpen Blacksburg will support mixed IPv4 and IPv6 traffic (dual-stack). As such, the Service Providers providing services over our network will be able to provide services with either IPv4 or IPv6 (dual-stack). The management address space used by WideOpen Networks to manage the network will utilize a private IPv4 address space.
  • What happens if the power goes out?
    • The equipment that is used to connect a neighborhood will have battery backup that will last several hours--longer than 90% of power outages. Residents can add battery backup (UPS) to the equipment in their home so that the Internet and phones will work during a power outage. Keep in mind that we are your neighbors and will do everything we can to keep WideOpen Blacksburg's service running in the event of an extended power outage.
  • Will I need a high-speed router?
    • A simple wireless router may be sufficient depending on your house size, but most houses greater that 1500 square feet will benefit from a mesh system. If you want to use a simple router, look through reviews on Amazon of routers that have an ETHERNET input, can handle 1Gig (1000mbps) or higher data streams and have an ACNNNN designation where NNNN is a number like 1900 or anything. Mesh systems have the advantage of being able to add extensions to reach dead spots in your house with dealing with interfering signals (like you would have with 2 routers). For example Linksys-Tri-Band-Max-Stream-MU-MIMO or ASUS-Dual-Band-AiMesh-Router- or (least expensive, but very basic) NETGEAR-Nighthawk.
      Mesh systems to consider:
      This system is very popular NETGEAR-Orbi-RBK22-100NAS-System-AC2200.
      This is a good product to read about if you want to do your own research on a mesh system. This one is considered one of the best for thick walls.
      This system is a little less expensive, but may end up needing another extension if house is tall or long. This Google-Wifi-System-Router and it is dual band rather than tri band. Here is a little article discussing the differences. Dual Band vs. Tri-band
      Last up is the Rolls Royce of home systems (this month). The 2 pack should do it, but you could end up needing 3 also. Be sure to compare prices after you pick your system at NewEgg.com or Best Buy.
      If you have any more router questions, be sure to contact Doug at Biznet. 540-961-7560
  • Isn't wireless cellular service cheaper?
    • Wireless cellular services have data caps, even on unlimited plans.
  • Will telephone service be available? Can I keep my current phone number?
    • Telephone service is available for $25 per month, per line. Yes! You can usually transfer your current phone number to your new WideOpen service. Please contact BizNet at (540) 961-7560 to set up service, or for more information.

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