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Frequently
Asked
Questions

  • What is the price for internet service?
    Residential Packages 100 MBPS - $54.90/month 1 GBPS - $84.90/month More detail can be found HERE. ​ Business Packages 100 MBPS - $84.90/month 500 MBPS - $154.90/month 1 GBPS - $304.90/month More detail can be found HERE.
  • What number do I call if I have questions about my fiber bill?
    1-877-FIBER2U
  • Are there any data caps with this service?
    There are no data caps or bandwidth throttling (intentional slowing or speeding of internet service) with our service.
  • How can I pay for my bill?
    We offer many payment options to pay your bill. We also offer no convenience fee for all digital payment methods. All of our payment methods include the following: in office, night drop, bank draft, mail-in payment, online payment with the customer portal, pay-by-phone, kiosk, and the Tombigbee EPA app. You can also sign up for autopay through the customer portal via checking account, credit card, or debit card. Visit https://www.tombigbeefiber.com/payments for more details.
  • Is there a late fee if I don't pay on time?
    Yes, a late fee will be assessed on the account if the payment is not made on the original due date.
  • Are there any upfront costs when I sign up for internet service?
    Tombigbee is not requiring a deposit or installation fee. Your first bill will be prorated. The first bill will cover service selection costs between the service connection date through the end of the following month. After the first bill is paid, your bill will be a flat rate based on the selected service plan. More information about proration can be found at https://www.tombigbeefiber.com/prorated-billing.
  • When will I be billed for my service?
    All billing will begin for Tombigbee Fiber services once installation is completed and all service options provided have been turned on. All services are billed ahead. This means if you receive a bill in July, it will be for services in August. To understand more about your first month's bill, please go to our "Understand Prorated Billing" site at tombigbeefiber.com/prorated-billing.
  • What happens if the equipment is damaged?
    Physical damage will be charged to the subscriber. Malfunctioning equipment will be replaced by Tombigbee Fiber at no charge.
  • Do I have to return the equipment if I cancel service?
    Yes. You are responsible for returning the equipment in good condition to our office. If you do not return the equipment, you will be charged an equipment collection fee.
  • Why should I choose Tombigbee Fiber over other providers?
    The answer is simple, Tombigbee Fiber, LLC belongs to Tombigbee Electric Power Association which belongs to its members. When we say we are “Bringing Your Fiber to You” we mean just that. It is your fiber. The money you pay for service funds the costs of building and maintain the system with local people that live and work here in our community. If you have trouble with your service, you will contact local people and all decisions are made locally. We will serve you in the same manner that we served you electric power for over ninety years. If you see a red truck, it will mean that Tombigbee Electric or Tombigbee Fiber is there to serve you.
  • How will my fiber service be connected to my house? Will the service be underground or overhead?
    Typically, the path of your fiber service will follow the same path as your electricity. If you have underground power, you will have underground fiber service. If your electricity is aerial, your fiber service will be aerial.
  • Why is fiber optic internet better than satellite, DSL, and other forms of internet?
    Simply stated, it is the fastest form of internet available. Fiber optic cables transfer data faster than satellite or DSL.
  • Will fiber optic internet be enough to stream live television?
    Fiber optic internet is capable of multiple streaming platforms simultaneously. Tombigbee Fiber offers the bandwidth to meet each customer’s individual needs.
  • What number do I call if I have issues with my service?
    Please call 1-888-601-2449 for technical assistance. If your issue cannot be resolved over the phone, a Tombigbee technician will be dispatched to resolve your problem.
  • Should I be experiencing intermittent service or any types of disturbances in my service?
    You should not be receiving any types of disturbances or interruptions in your service. If you are experiencing any issues, please call 1-888-601-2449 for technical assistance. If your issue cannot be resolved over the phone, a Tombigbee technician will be dispatched to resolve your problem.
  • I'm not getting the internet speed that I signed up for. Why is this?
    There could be multiple reasons why you're not getting the speeds from a particular device: - Weak Wi-Fi Signals Walls, distances, and even microwaves can interfere with your Wi-Fi signal. If possible, move your device closer to the router. You may also consider purchasing a Wi-Fi extender (mesh unit) - Slow or Outdated Devices Your computer, tablet, phone, or gaming console could be outdated and not capable of processing the high Wi-Fi speeds. If that's the case, it may be time for an upgrade. - Too Many Devices on Your Network Too many devices running at one time can slow down your router's Wi-Fi. You may want to consider upgrading your internet package if this is your issue. To know your true internet speed, you can download and install the "Tombigbee-Fiber" app (https://www.tombigbeefiber.com/commandiq) and run a speed test. This speed test is run directly to your ONT device and relays the exact upload/download speeds you are receiving.
  • What are broadband labels?
    These labels resemble those found on grocery items, but instead of nutritional information, they display monthly costs, broadband speeds, and data limits for potential service plans. It is mandatory for service providers to provide these labels, as per FCC regulations.
  • Why are broadband labels important?
    Broadband labels enable you to compare plans from different providers, allowing you to select the most suitable plan for your requirements.
  • What does each section with the label represent?
    Label Sections: Overview: This part contains the name of the rate plan and specifies if the label pertains to a Broadband (internet for a fixed location) or Mobile (wireless) disclosure. Monthly Price: The monthly cost of the internet service you are interested in is shown here. The price listed does not cover any discounts, special promotions, or government taxes. Additional Charges & Terms: This section outlines charges according to your geographical area. It also encompasses one-time charges for activation, installation, or early termination. Discounts & Bundles: This part contains a link to view any available discounts or packages, if any, that the plan you are interested in may qualify for. Speeds Provided with Plan: This portion displays standard upload, download, and latency speeds. FYI: Speeds may differ depending on the location, device, and various other factors. Data Included with Monthly Price: The data allocation for the chosen plan is clearly defined. Tombigbee Fiber offers unlimited data (no data caps). Network Management & Privacy: This link provides access to our Network Management and Privacy policies. Customer Support: This link directs you to our customer support for the specific product indicated on the label. FCC Consumer Resources: This section contains a link to FCC resources and the label's FCCID, which is specific to every plan and version of the label.
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Need Technical Support?

Call our toll free number at 1-888-601-2449 or email us at support@tombigbeefiber.com
for assistance. We will respond to you as soon as possible.

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