Fiber Conversion FAQ

What to expect:

• All conversions require a tech visit and an on-site contact to be present during installation.
• The tech will call the on-site contact when they’re on their way to your appointment.
• Our techs always wear Midco gear and have a Midco badge, so you can be sure they are one of our team members.
• We will hang a new box on the side of the building and potentially add an outlet or wiring.

Any technical issues will result in the technician restoring the previous services. A resolution will then be planned for another date/time. If we’re installing new lines, we will not place them anywhere they could present a safety hazard. If a temporary, outside cable line is needed, we’ll contact you separately when that line will be buried.

Visit prep checklist:

• Have your smartphone charged prior to the appointment.
• Grant property access to the technician. Please make sure all gates and fences are unlocked and security alarms are turned off.
•  Have at least one device (computers, TV, phone, etc.) per Midco service ready in advance. This will help the technician conduct service tests to make sure everything is working properly before your appointment wraps.
• Clear the area around cable, power and networking outlets, so they’re easily accessible for the technician.
• If you have a phone system or internal network/firewall, you may want to make your IT and/or phone vendor aware of the upcoming changes and have them on standby for fiber conversion date/time once its scheduled.

• Download speeds (unless the package changes)
• Wi-Fi network name and password (if you wish)
• How you connect devices to the internet

• Enjoy faster upload speeds that match your downloads (also known as symmetrical speeds).
• Gain greater reliability and capacity.
• Experience lower latency (meaning you’ll have a better internet user experience, less buffering for streaming, gaming and video calls, plus faster web page loading).
• The technician will install different internet equipment. We’ll swap your current modem for an optical network unit (ONU).

Important: All your fiber-delivered Midco services are tied to this ONU. So if you reboot your internet, it will also temporarily interrupt your MidcoTV service and business phone services. 

Channel lineup and channel numbers (unless you change your TV package).

• Enjoy more streaming opportunities with Google Play apps, some preloaded on the MidcoTV app.
• It’s easier to watch what you want with robust on-screen user guides with easy-to-use features.
• You’ll start using a different remote control with voice command capability.
• Rebooting, restarting and error codes work differently with MidcoTV. Also, MidcoTV will be temporarily interrupted when you reboot your internet equipment (called an ONU or optical network unit).

• Phone number(s)
• Most phone features

• How you access some phone features including call forwarding and voicemail will change.
• Saved voicemails will be lost. Make note of important messages before the transition.
• New phone modem does not include a battery backup. Purchase a backup battery by contacting us.
• Your phone connection will reboot anytime you reboot your Midco internet equipment (called an ONU or optical network unit).

• Midco statements reflect billing for services one month in advance. Your first statement after the fiber conversion will show both your previous and new services listed, as well as partial-month charges on your first statement after the change. For example, your bill may show the old internet package with a partial-month amount for 10 days of service and the new fiber internet package for 8 days – up until your normal billing cycle  
• Your second bill after conversion should not have any partial-month services.  
• Your billing statement due date and timeframe will remain the same.

If there’s a technical issue during the fiber conversion appointment that prevents the technician from finishing, the technician will restore services to the prior packages. Midco will resolve the issue and work with you to reschedule the conversion appointment.

Troubleshooting and rebooting your equipment is different after the fiber conversion. All Midco services will be tied to a single ONU (optical network unit). Rebooting the ONU to troubleshoot internet will temporarily interrupt MidcoTV and phone services.