Frequently Asked Questions

Yes! Omni Fiber fans can recommend their friends and family (separate households) and earn a $50 e-gift card of their choice for each referral, and your referred friend will receive a $50 e-gift card too. Gift cards are sent via email 60 days after installation of the referred customer’s installation. You can get started at omnifiber.com/refer.

The best way to secure a quick install is to pre-order service which saves your place in line with no upfront payment or commitment. Once service is available in your area, we will contact you via the contact information provided with your pre-order.

Yes. We are currently evaluating more towns in Ohio, Pennsylvania, and Michigan. 

Most homes in the towns listed will be serviceable. If you live in an apartment, we will need an agreement from the property owner called a Right of Entry (ROE) to bring facilities to each apartment.  Encourage your landlord to reach out to us so we can process an agreement and build fiber to your community. 

Please visit omnifiber.com/serviceareas for current and future service areas. Our initial service areas in each community will roughly follow city limits.

Instructions for Equipment Return: ​ Please follow the steps below carefully to ensure your package arrives safely and is processed correctly. ​ Please print the shipping label that was emailed to you by the Omni Fiber from Merchant Returns at [email protected]​. If you have not received a label, you may request one here or by calling 844-844-OMNI (6664), ​

1. Unplug and gather all Omni Fiber-provided equipment at your home. Examples include the ONU, router, any additional Wi-Fi access points, or phone adapter if applicable. Also, include all power supplies connected to the devices. Do not include any fiber cables attached to your walls. These can be used for future installs​. ​
2. Pack these items in a rigid box with flaps intact. Use cushioning material to make sure the equipment stays in place and is well padded. ​ ​
3. Seal the box with strong tape designed for shipping.​ ​
4. If re-using an older box, please cover or remove previous shipping labels on the outside of the box to prevent the box from shipping to wrong the location​. ​
5. Fold the printed label at the solid line. Attach it to a single side of the box in a clear shipping pouch or cover the entire label with clear shipping tape.​ ​
6. Now that you have your return shipping label attached to your box, you can either drop your package at a local post office or have it picked up. You can use a smart device to scan the QR code on your return label to Schedule a Pickup or Find a Post Office, or drop the box off at any United States Postal Service (USPS) location near you.​

Below are examples of what some of these devices may look like that need to be returned. Please return the equipment within 14 days of cancellation. Failure to return equipment will result in charges according to the Omni Fiber Internet – Terms and Conditions of Service.    

Omni Fiber offers 100% fiber-to-the-home Internet with symmetrical speeds, TV and home Phone services.

Yes, Internet, TV, and voice service will be available for business customers.

Omni Fiber delivers what people expect from their Internet Service Provider: blazingly fast Internet speeds, unbeatable reliability, 100% in-home coverage, and best-in-class local customer service. We keep things simple, and that means no contracts, no hidden fees, no data caps, no installation fees, and a 30-day money-back guarantee. 

If you are located within one of our current or coming soon service areas you can pre-order by clicking on "Check Availability" right here on the website and providing your address, selecting your Internet plan, and providing your name, email, and phone. Once service is available in your area and ready for installation, we will contact you. 

The duration of construction depends on the layout and design of your neighborhood.  Our goal is to complete the process as quickly as possible.  In each neighborhood, construction may take 4 to 8 weeks. Building our network in all neighborhoods in a town may take 6-12 months depending on the size of the town. 

The duration of construction depends on the layout and design of your neighborhood.  Our goal is to complete the process as quickly as possible.  In each neighborhood, construction may take 4 to 8 weeks. Building our network in all neighborhoods in a town may take 6-12 months depending on the size of the town.   

• Aerial construction:  Our crews will utilize bucket trucks to hang fiber-optic cable on utility poles which may temporarily impede the flow of traffic. Please pass our teams safely when you encounter them.
• Underground construction: Before we bury the fiber-optic cables, we ask the utility companies to come out and mark with flags and paint where their lines are located to avoid damaging them. We may also dig in some places to verify the location of other utilities. Next, underground conduit and access vaults are installed along a designated utility easement. Finally, our construction teams will install the fiber-optic cables and connect them together to create one seamless network. 

This process takes a few weeks and once our crews have finished, any impact to yards and public areas will be restored.

Yes, Omni Fiber is permitted to access designated utility easements, usually located within the back alley, a strip of land along the street, sidewalk, or front yard, a rear lot line, or between two lots. If the easement is within a fenced yard, our crews will need your help accessing them.  Designated personnel will need to access the easement whether or not it is behind a fence or other secured area. 

Fiber installation occurs on designated utility easements, which can be used to construct and maintain utility lines. This means that we will need access to the easement through your property to connect other homes and businesses along the route. However, the choice to join Omni Fiber’s network and have fiber run into your home is ultimately yours.  We think you’ll want to! 

Our crews will do everything they can to minimize impact to your property. Once construction is complete and as weather permits, we will restore lawns in areas where digging occurred.  However, we make mistakes too. If restoration is not completed to your satisfaction, please contact us using the form at  omnifiber.com/construction.

Our construction crews approach your yard with the assumption that there may be private utilities located underground that aren’t already marked and will do their best to avoid them. If you would like to take a precautionary step, please mark areas of concern with pink or white flags or landscape-safe paint to alert crews of the need for caution. You can also report any underground items by completing the “Construction Feedback Form” available at omnifiber.com/construction. 

To minimize disruption on your property, we strongly encourage you to leave markers and paint in place until construction of the network is complete. Utility flags are placed to avoid other utility disturbances or accidents in the area while work is being completed. Different colored flags signal the different utilities: blue for water, yellow for oil and gas, orange for telecommunications, etc. Any paint markings aren't permanent and will fade over time.

Unfortunately, we are unable to move or care for plants or other obstructions that have been placed in the easements. Before construction crews start work in your neighborhood, we will leave a door hanger so that you have time to move your plants or obstructions to a safe spot. 

When work is happening near your house, it’s getting close! Service will be available for installation once a group of homes is collectively connected to the systems and we’ve completed testing. Omni Fiber will attempt to contact you as soon as possible so you can schedule installation at your address. We also offer the ability to place a pre-order on our website to ensure you're installed as soon as possible once services become available.

The best way to secure a quick install is to pre-order service which saves your place in line with no upfront payment or commitment. Once service is available in your area, we will contact you via the contact information provided with your pre-order.

In the next few months, we are focusing on small towns and cities in Ohio, Pennsylvania, and Michigan. Soon we will start evaluating more markets in other states in the Midwest. If you are interested in bringing fiber to your community, reach out to us at omnifiber.com/contact-us.

Most homes in the towns listed will be serviceable. If you live in an apartment, we will need special access from the property owner called Right of Entry (ROE) to bring our facilities to each apartment.  

Yes. We are currently evaluating more towns in Ohio, Pennsylvania, and Michigan. 

Static IPs are available to business accounts only. A static IP is an additional $10 per month. For more information, please view our Static IP FAQ at omnifiber.com/staticipfaq.  

Omni Fiber Internet is powered by a 10 Gbps XGS-PON all-fiber network.

If you ran a speed test and didn't get the speed you were expecting, please follow this guide: Slow-Speed Troubleshooting Guide

Omni Fiber does not offer email service, but multiple free services are available. Below are links to three of the most popular:   Gmail  Outlook Yahoo

Yes, but we do not recommend this. The device will need to be of the same brand and series as the primary router we provide. Should something happen to the primary router thereby causing us to replace it, we cannot guarantee that the replacement will be of the same series as the original. This would mean that your access point would stop working after the exchange.

We will install a device called an ONU (Optical Network Unit) which is similar to a modem, but is designed for Fiber-Optic connections. This device converts optical signals transmitted via fiber optic cable into electrical signals which are transmitted via Ethernet. We will also install a router which will connect to the ONU and allow the devices in your home to share the connection. Effective September 2023, the routers we provide are Wi-Fi 6 AX3000 (for services below 500 Mbps) or Wi-Fi 6E AXE7800 (for services 500 Mbps and above) Mesh routers or better. If additional Wi-Fi coverage is needed, we offer additional Whole Home Wi-Fi Mesh Access Points for $10 per month each.

Download speed is the amount of data your computer receives from the Internet in a given second (I.e. watching videos). Upload speed is the amount of data your computer sends to the Internet in a given second (I.e. sending email, pictures, or playing online video games). 

Symmetrical Internet speed gives you equally fast download and upload speeds. Cable providers typically have a much slower upload speed than their advertised download speeds. Upload speeds are important for things like working from home (zoom meetings, uploading large files to servers), uploading videos and photos, and for gaming.

The devices and activities that utilize the internet will vary for each household. Factors include how many devices are connected to the internet, how devices are utilized, and how much activity is going on at the same time. Speaking with one of our knowledgeable Omni Fiber representatives may be the easiest way to identify the speed you would need.

The discount for ebill is $5/month and for autopay is $5/month.  Customers can select none, one, or both. We recommend taking advantage of the convenience and savings of both.

Yes, you can, however, you will need to keep the Omni Fiber provided router connected between your router and our fiber ONU.  We also recommend that customers keep the following in mind before deciding to use their own device:

• Omni Fiber does not charge for the primary router. It is provided without charge with your service, so you will not save money by using your own device.
• The routers we provide are Wi-Fi 6 AX3000 (for services below 500 Mbps) or Wi-Fi 6E AXE7800 (for services at 500 Mbps or over) mesh routers or better. Using an older device may impair your experience.
• We provide customers with full access to the routers. You do not need to use your own device to have control over the network.
• Using your own router will limit the support we are able to provide to you.

Wi-Fi 6 (802.11ax) is the latest generation of Wi-Fi technology that replaces Wi-Fi 5 (802.11ac). It has a maximum rate that is almost 40% faster, better coverage, is more energy efficient, and handles Wi-Fi congestion better.

Wi-Fi 6E takes Wi-Fi 6 to the next level by adding the new 6GHz band. This means even less congestion for more speed and more devices at the same time.

Fiber-optic cabling is made from tiny strands of glass that can transmit light signals over long distances, transporting data much faster than traditional cable internet. Light signals are also more reliable as they do not rely heavily on electrical power to be transmitted like cable internet and are not sensitive to electrical interference or water intrusion. In a nutshell, it’s faster and more reliable!

Local channels are expensive and customers can get them for free with an antenna. If we included local channels, we would have to charge $30 to $40 more per month. Local channels as well as regional sports are available through DIRECTV Stream, which you can order with your Omni Fiber Internet.

Our goal is to help you find the best TV option to accompany your Omni Fiber Internet. Omni Fiber TV is designed to be a low-cost option for our customers that want popular entertainment available from the national networks. In order to keep that cost low, we had to exclude networks which carry expensive sports programming from this package as programmers limit how we can package networks. However, these networks are available from streaming providers such as DIRECTV Stream, YouTube TV, and others. Whatever your viewing preferences, we can help you find the best option to compliment your Omni Fiber Internet service.

Omni Fiber evaluated all the streaming services available and found that DIRECTV Stream carries more channels than any other service, offers more tiers than any other streaming provider, and is the only streaming provider that offers optional equipment with a remote control with numbers which makes the streaming experience quite similar to traditional cable services. Finally, Omni Fiber is working to offer other streaming services as well.

No. The price of DIRECTV Stream is the same whether you sign up through us or directly through DIRECTV. However, customers who sign up through us receive free professional installation when DIRECTV Stream is ordered at the same time as Internet service.

Yes. Our services support all commonly used cross-manufacturer standard TTY signal protocols. Services such as voicemail, auto attendant, and interactive voice response (IVR) are usable by TTY users with TTYs.

Yes. Our voice services support 711 for the Telecommunications Relay Service (TRS), which is a telephone service that facilitates phone calls between people with hearing and speech disabilities and other individuals. A TRS call can be initiated at no additional charge by a person with or without a disability by dialing 711 from a home phone, teletypewriter (TTY), or telecommunications device for the deaf (TDD).

If you or someone under your care is disabled and you have any concerns regarding accessibility to Omni Fiber phone services, please email omnifiber.com/contact-us or call 844-844-6664.

In most cases you can keep your current phone number.  There may be circumstances when we are not able to transfer your number. If that is the case, we’ll discuss options with you.

Due to lack of funding from Congress, we are no longer able to offer this discount. 

Please visit affordableconnectivity.gov/do-i-qualify for rules regarding eligibility.

Because most homes have not had fiber-optic technology installed before, the process to wire your home for service can take up to four hours. The installer will run a fiber-optic line directly to your home. To bring fiber-optic internet into your house, they will drill a small hole into your home. Finally, they will install an Optical Network Unit (ONU) and a Premium Wi-Fi router.

Once service becomes available in your neighborhood, a member from our Customer Support Team will contact you via email or phone to schedule an installation from the contact information you submitted on our website or with one of our agents. You are also welcome to contact our Customer Support Team at 844-844-OMNI (6664).

Yes, please make sure someone 18 years or older is present for the entire duration of the installation.  For the safety of our employees, we also ask that you please keep pets in a safe place during the installation (with the exception of service animals).

To bring fiber-optic internet to your home, Omni Fiber will install an Optical Network Unit (ONU) at no additional cost.  While cable and DSL internet use modems, fiber-optic internet uses an ONU.   The ONU translates the fiber-optic light signal into an electrical signal readable by the router, ethernet cable, and connected devices. We also include a Premium Wi-Fi router.  While you are welcome to use your own router, we highly recommend the use of our equipment at no additional cost. Additional optional access points are available with Whole-Home Wi-Fi, which are $10/month per access point.

Yes! Omni Fiber offers a $5/month discount for ebill. We also offer a $5/month discount for autopay from a credit card, debit card, or bank account. Customers can save up to $10 per month by selecting both ebill and autopay – that’s as much as $120 saved annually! 

Yes! Omni Fiber offers a $5/month discount for autopay. You can set up automatic payments from your bank account, credit card, or debit card. We also offer a $5/month discount for ebill. Customers can save up to $10 per month by selecting both autopay and ebill – that’s as much as $120 saved annually! 

Yes! Omni Fiber is proud to offer a special one-time, $50 Hero Discount to veterans, active military, first responders, healthcare workers, and teachers. To verify your eligibility for the Hero Discount, please log in to MyAccount at omnifiber.com/myaccount and click the verification hyperlink visible on the Billing tab under Bill Summary to begin secure verification through VerifyPass. Once verification is complete, the Hero Discount will be applied to your account within 24 to 48 hours. The discount will appear on the next invoice to generate following application, usually within 30 days or less. Please note that to receive the Hero Discount, you must have active Omni Fiber service. The Hero Discount is a one-time, non-recurring discount that may only be applied to service with Omni Fiber one time.

The Hero Discount is a special one-time, $50 discount for veterans, active military, first responders, healthcare workers, and teachers. To verify your eligibility for the Hero Discount, please log in to MyAccount at omnifiber.com/myaccount and click the verification hyperlink visible on the Billing tab under Bill Summary to begin secure verification through VerifyPass. Once verification is complete, the Hero Discount will be applied to your account within 24 to 48 hours. The discount will appear on the next invoice to generate following application, usually within 30 days or less. Please note that to receive the Hero Discount, you must have active Omni Fiber service. The Hero Discount is a one-time, non-recurring discount that may only be applied to service with Omni Fiber one time.

Online: Visit omnifiber.com/myaccount to make a one-time payment or enroll in autopay. Mailed payments must have the Omni Fiber Account Number or a remittance slip to be credited to the correct account. By mail, please tear off the remittance slip and send it, along with your payment, to:   Omni Fiber P.O. Box 780 Burlington, KY 41005-0780.   By phone: Call 844-844-OMNI (6664)   If your payment is not received on or before the due date, a late payment charge of $10 will be assessed on your next bill. All charges must be paid every month to keep your account current.

We offer a reduced rate “Vacation” service to our residential internet customers for when they will be away from the service address for an extended period. While on the vacation plan, you will pay $10 per month with eBill and Autopay ($20 without). Your internet service will be dropped to a minimal speed during this period not suitable for most purposes (including video monitoring for things like Ring© or Nest© security). When you are ready to return to normal service, just let us know and we will resume your service, no appointment needed. Whole-Home Wi-Fi billing will be suspended while on vacation service and resume when normal billing starts. You can place your service on vacation service for up to 6 months once in any 12-month period. Unlimited Home Phone and Omni Fiber TV will be billed at the standard rates during this period if applicable. You can forward your home phone number to any number you wish and Omni Fiber TV can be used anywhere (some channel restrictions apply for live viewing).

The payment is due 15 days after the bill is generated.

Yes, you can. Any amount you pay will be credited to your bill. The payment will be applied first to your Internet service, then Phone service, and then TV service. However, the fact you have made a partial payment will not always prevent the disconnection of your service.

Yes, there is a $35 fee for returned checks.

You may cancel your service(s) at any time without penalty or cancellation fee. We do not pro-rate for partial months if services are canceled between billing periods.

Unfortunately, we cannot accommodate selecting your bill date at this time, but it is something we are working on for the future.