Question 1

Do you offer service in my area?

Accepted Answer

We currently offer service in the Wyndham Hill and Grand View Estates neighborhoods.

If you are looking for service providers in your area, the FCC Broadband map may be a good starting point. https://broadbandmap.fcc.gov/home

Question 2

How do I sign up for service?

Accepted Answer

Contact us and we will set up an appointment to discuss installation.

Question 3

How much does the installation cost?

Accepted Answer

Standard installation is $99, and includes the fiber and installing our modem on the side of your home. We use the existing Ethernet to connect to the inside of your home. We can help with setting up your router and looking at hard wiring options, if needed.

Question 4

Will I need a new Router?

Accepted Answer

You may already have a router that is compatible with the service. We are happy to look at your current router, or help you decide which one will work best for your home.
There are many options for routers! For best performance, we recommend a Wi-Fi router with the following minimum specs:
     - Wi-Fi 5 or higher (IEEE standard 802.11ac minimum), preferably Wi-Fi 6 or 6E.
     - 2.4 and 5 GHz frequencies
     - 1Gbps or higher Ethernet WAN and LAN ports
     - Enough coverage for the size of your home

*Please note that a modem/router combo will not work. You must have an Ethernet WAN port. If you see a coaxial input on the back of your router, it probably will not work.

Question 5

Router Recommendations

Question 6

Are there data caps?

Accepted Answer

No!

Question 7

What are my options for watching TV?

Accepted Answer

There are many options for watching your favorite programs that do not require a cable TV subscription. Over-the-air antennas are very affordable, and can provide excellent reception for the broadcast channels like NBC, CBS, ABC, FOX, and PBS. There are also many options for on-demand and live-streaming service subscriptions.
 
Reddit Cordcutters is an excellent resource, and has several very useful articles to help people get started. 
Cordcutters Starter Guide
Live Streaming Services Guide
 
Suppose... allows you to enter channels that you want to have, then helps you pick a TV service that best fits your needs.

Question 8

Is there an early termination fee?

Accepted Answer

No, if you are not happy with the service, give us a call and we will cancel it, no charge.

Question 9

How do I sign up for autopayments?

Accepted Answer

Log into your Client Zone account and add your credit card. The default setting is autopay, but that can be changed if needed.

Question 10

My internet is not working, what should I do?

Accepted Answer

Check the white adapter plug in your demarc box for power.  If there is no white light, the fiber modem is not being powered.  Check your power to make sure it is working.
 
If power is not the problem, reboot your router. Unplug the power cord from the back of the router and wait one minute before plugging it back in to reboot the router.
 
Call us at 720-938-7722 if the power and router are fine.

Question 11

How do I report a problem?

Accepted Answer

Email support@carbonvalleyinternet.com or text/call us at (720) 938-7722

Frequently asked questions