General

Which router do you recommend?

Our default recommendation is to use our managed routers, since they give us the greatest visibility and ability to assist with troubleshooting. These managed routers are mesh devices, priced at $12/mo for the first one and $8/mo for each additional (each will cover about 1500 sq.ft)

If you choose to purchase your own, our customers report the least amount of issues with the TP-Link Deco line of products. We do not officially endorse or recommend any specific router make/model.

Do I need a modem? Can I use my own?

No, the modem is included in our service and integrated into our system. We provide an ethernet handoff that can be plugged directly into a router.

How do I know what plans are available at my address?

Due to the different types of technology used in different parts of our service region, available plans vary based on location and must be verified by one of our team members. We do not have a service map or website that states service may be available due to this, so please reach out and a member of our team will follow up with you!

Are there any long term contracts? Can I change my speeds? What’s your cancellation policy?

Not by default. We prefer to earn your business every month and do not plan on retaining customers via contractual obligation. You may:

1. Change your speed plan or services at any time. 

2. Cancel at any time, we just have a 30-day cancellation policy as our services are assessed on a month-to-month basis and we must typically coordinate recovery of our equipment

3. Elect for a term-agreement that does commit you to our services for a period of time longer than 30 days- these are entirely optional and are structured to help spread out certain costs and make our services more widely accessible. 

Do you offer any discounts?

We offer a military discount for active service members & veterans that takes $25 off of your installation cost. We do not offer any other discounts, monthly or otherwise. 

We are a participating member of the Affordable Connectivity Program (ACP). For more information on that & to see if you’re eligible for a monthly credit, please visit fcc.gov/acp.

Do you accept checks or ACH? Why is autopay required?

We do not accepts checks or ACH - our system is solely designed to process credit/debit cards via our client portal. This allows us to operate efficiently and keep your costs low. As such, autopay is a requirement for establishing and maintaining service. 

Do you offer TV service?

We do not currently offer any TV services, most of our customers have “cut the cord” and have opted to stream, or continue their existing TV services with their current TV service provider.

Fiber

What does the fiber installation process look like?

The process for getting connected is typically split between 3 steps spread over <60 days:

1.  The fiber "drop", ~2 hour appointment with you home - A technician will run a fiber optic line from our mainline to where it will connect to your home and install a demarcation box on the side of your home- which will involve drilling a hole through an exterior wall to pass an ethernet cable through. We do not recommend or support use of existing wiring and our technicians are not equipped for interior wire-runs- testing, tracing, and using existing ethernet wires may incur additional installation costs.

2. The fiber splice, no appointment made with you - Our splicing team will splice the drop into the mainline- everything they do at this step is done outside your home so your presence will not be required. Your address is added to their queue once the drop has been completed.

3. Activation, ~2 hour appointment with you home - A technician will finish up anything not accomplished during the drop appointment and confirm connectivity. We will reach out to schedule activation once our splicing team confirms your line has been connected.

***(At this point we pass your information to the contractors that will bury your fiber drop, they manage their own scheduling and it may take up to several weeks to months for them to accomplish this. They will reach out to you directly to coordinate the bury and we have no influence over their scheduling once your information is passed along. If the drop must be buried prior to activation, your activation date may be outside of the <60 day estimate. Current standard trenching costs are being assessed at $1.50/ft.).

I see my address is listed as being part of a grant - what does that mean?

Your home is part of Force Broadband's Colorado Broadband Fund Grant that is bringing fast, secure, reliable fiber optic internet to your location. This grant covers everything to get connected on the fiber internet service; the <300' fiber run from our main vault to the closest location on your home (the "drop"), fiber splicing and fiber equipment, a demarcation box on the side of the house with electronics, a new cat5 wire run from the demarcation box through any one exterior wall (non-foundation), and the power adapter inside the home.

Why is my house not included in a grant?

Addresses that are included in state grants are ultimately determined by the state of Colorado. We cannot retroactively add addresses to the pre-defined list of homes that will receive grant benefits. It is advantageous for us to have as many homes included in these grants as possible- if yours isn’t included, we are also bummed about it! We have many different ways of still making services accessible to you, please reach out to discuss options.

What are 811 locates?

We call in 811 locates to ensure we don’t interrupt other services on your property when we dig in our line. 811 locators are typically contractors from all service providers that report having infrastructure in your area. Colorado law dictates that 811 locates must be called in by the party doing the digging, and cleared prior to any digging occurring.

More information can be found at colorado811.org 

What is a “private utility line”?

A private utility is a utility line on your property that is not owned or maintained by a utility company. This typically includes anything beyond a meter or demarcation point for a service provider. 

For example, Force Broadband will respond to an 811 locate request and locate all infrastructure on your property, up to the demarcation box on the side of your home - if you later bury an internet line from one building on your property to another, that would be considered a private line and would not be marked by our locators. Other examples would include invisible dog-fences, irrigation systems, and other sorts of utility lines that are run to auxiliary buildings.

When do I need to call in 811 locates?

You need to call in 811 locates any time you are planning on doing any digging. For the purpose of your drop burial, our digging crew will handle all 811 locates (which will cover anything other than private utilities). If someone is doing work on your property for you, it is their responsibility to call in 811 locates.

When do I need to call in private locates?

Private locates are needed when we call in locates for your property and the locators note that there are private locates needed.  Everything on the backside of the meter or demarcation point is privately owned by the property owner.

What if I want to bury my own line? Do you partially bury lines?

You are more than welcome to bury your own line. It needs to be 6”-12” deep. Do note if you bury your own line, Force Broadband is not responsible for any damages that may occur. We do not do any partial buries.

I see you digging, when will service be available?

More often than not, we don’t know exactly when. We are in the process of building our infrastructure. There are quite a few steps to building our mainline. Please reach out to the office to be on our list to be notified once we expect to be within 60 days of being able to activate you.

Where is the demarcation box placed?

Typically on the side of your home- which will involve drilling a hole through an exterior wall to pass an ethernet cable through. We do not recommend or support use of existing wiring and our technicians are not equipped for interior wire-runs- testing, tracing, and using existing ethernet wires may incur additional installation costs.

I’m digging and I cut my own line, what do I do?

Please inform 811 of the damage, then call the office so we can mobilize a technician expediently. Please let us know where and how the line was cut, and if you have your locate ticket number.

Someone is digging and they cut my line. What do I do?

Please get the information of the company, any locate ticket numbers, and call us so we can mobilize a technician to assess the damages. 

I don’t like where my line was run, can it be moved?

We can reassess and rerun the fiber on the best path for our dig crew to bury the line, being mindful of utilities. 

What is the standard depth of fiber when buried?

There is no standard depth of fiber when it is buried. Our digging crews typically aim to bury lines between 4 and 12 inches, but it can vary. Please specify any concerns or special requests at the time of the “drop” appointment.

Wireless

Is this satellite internet?

No- though we use equipment that loosely resemble satellite dishes, they are actually radios that are pointed at relay towers that are typically just a mile or two away & fed by fiber optic cables. This results in low latency that is even ideal for online gaming.

Where does the radio get installed?

The dish is typically installed on the highest point on your roof, or wherever line-of-sight is best obtained. For every installation, our wireless technician will work backward from the point with the optimal line-of-sight. 

What kind of roofs can you install on?

Asphalt shingle roofs are easiest to install on. We can install on other roofs, but additional equipment is often required.

What if I don’t like where the dish will go?

We can attempt another location but our wireless is based off of line of sight and we work backwards from line of sight.