Ordering Service and Plans

How do I order service?
Click HERE or call 833-FAST10G (327-8104) - anytime.
What if my address isn't in the list?
Click HERE. If you still cannot find it, you can email us your address at faster@fastfiber10g.com, or call 833-FAST10G (327-8104) – anytime.
What services and plans are available?
FastFiber offers 1Gbps (1-Gigabit per second), 2Gbps, and 10Gbps (and yes, 10Gbps is FAST!)
What about Streaming Video and Voice services?
FastFiber’s Gigabit speed and reliability works great with all Streaming Video and Voice services. FastFiber can suggest the following providers for these services:
  • Streaming Video Service: HULU + LIVE TV, Sling TV, YouTube TV, and FuboTV.
  • Voice Provider (our recommended provider): www.truewayit.com/
Will I be able to change my internet plan at any time?
Yes by clicking HERE or calling 833-FAST10G (327-8104) - anytime.
Will I be able to use Wi-Fi with FastFiber?
Yes, FastFiber includes a Wi-Fi router and access point with its service. If you own a wireless router or access point it will continue to work as it does today, only a whole lot faster.
Are there any data caps on my internet connection?
Absolutely not! We want you to use and enjoy Houston’s fastest Internet. There is NO data shortage on our network so there are no caps or limits to the amount of data you can send or receive

Installation

Which devices will be installed with FastFiber? What is included and what is additional?
FastFiber Internet plans include:
  • A Fiber optic cable, which will bring the fiber connection into your home
  • A network device with Wi-Fi access point, which will provide wired and wireless connectivity to devices throughout your home
If I need to change my appointment time, what do I do?
Click on the Contact Us link, email us at faster@fastfiber10g.com, or call 833-FAST10G (327-8104) and we can help you reschedule.
What will happen during installation? What will the wiring and equipment look like?
Here’s a basic overview of our construction process. At first, most of our work will be outside, getting the Fiber network ready to bring to homes. We’ll be installing fiber underground. Next, we’ll bring our fiber from the street or easement to the exterior of your house. Once Fiber is connected to the exterior of your house, we’ll contact you to schedule your installation.
On your installation day we will install the FastFiber Internet router, enabling wired connectivity to all devices throughout your house.
How do I schedule my installation?
We’ll reach out by email or phone when it’s time to schedule your installation appointment. This is usually within 48 hours of you signing up for service. Be sure to regularly check the email address associated with your FastFiber account.

Apartments and Condos

I live in an apartment or condo. Is the sign-up process any different?
Yes, once your building is connected to FastFiber’s network you can sign up and pick your plan at any time and we’ll get your installation appointment scheduled. If we currently do not have service in your building, we will need to get permission from the building management or owner to install our service. Please ask them if they would allow us to install service. If the answer is yes, let us know and we will contact them to discuss what is required.
Fiber is being installed in my building. Will I need to do anything else to get Fiber?
Click HERE or call 833-FAST10G (327-8104) and pick a plan to receive service.

Business Service

I’m interested in Internet Service or Metro Ethernet for my business. Does FastFiber provide this?
Yes, through its parent company, ICTX-WaveMedia. ICTX-WaveMedia has provided these types of service over its privately-owned fiber optic network for over 20 years.
They can be reached at 713-895-0002 or FastFiber@ICTXWaveMedia.net.

Basics

My address is not found on your website. What should I do?
Please double check to make sure you’ve selected the correct street name, apartment number, and ZIP code from the Request Service area on our website HERE. If you still cannot find it, you can email us your address by clicking on the Contact Us link, email us at faster@fastfiber10g.com, or call 833-FAST10G (327-8104) so we can make sure that we didn’t miss your area.
Is the sign-up process different if I live in an apartment?
Once we have an agreement with your property manager we will begin construction and the signup process will begin.
I have a landlord, how does the sign-up process work for me?
It’s possible your landlord or property manager might need to sign an agreement with FastFiber before we can bring you service.
Will I be able to change my Internet plan at any time?
Yes, you can change your plan at any time. Simply click on the Contact Us link, email us at faster@fastfiber10g.com, or call 833-FAST10G (327-8104) and let us know that you would like to change plans.
Will I get Gigabit speeds when I connect to the Wi-Fi access point provided by FastFiber?
Several factors affect Wi-Fi speed, including distance to the access point, interference from other wireless signals, materials used in the construction of your home, the device you are connecting to, and many others. Generally, Wi-Fi speeds will not be as fast as a wired connection.

Accounts and Billing

How do I sign in to manage my account?
Sign in to manage your FastFiber Internet HERE with the email address and password associated with your FastFiber account.
What email address should I use to sign up for FastFiber Internet?
You can use any email address you’d like. We suggest using an email address you regularly check since you will receive your monthly statement and all important communications at the email address tied to your FastFiber Internet account.
PLEASE NOTE: If you do have a change to your email address, you will need to update your email addresses in account settings – click HERE.
What payment options do I have?
To pay your bill, we accept credit and debit cards with a Visa®, American Express®, Discover®, or MasterCard®. We do not accept cash or checks.
Will the monthly charges be billed to the credit card I used to sign up?
Yes, the credit card or that you used when you signed up for FastFiber Internet service will be automatically billed on the first of each month for that month. You may update or change your payment method at any time by signing into your account HERE.
How much will my total bill be?
This depends on which FastFiber package you choose. When you sign-up for your plan, you’ll be able to see a full summary of your costs. For your first bill you will be charged a prorated amount for the current month (number of days remaining divided by 30 days). Also, these plans are subject to taxes and fees, which will vary based on your state and county. FastFiber only charges required state and federal taxes and fees.
How much are the “applicable taxes & fees?”
The applicable taxes are dependent on your local and state sales tax, as well as the Fiber service plan and additional packages and equipment you select. The exact amount will be listed on your monthly bill and is available for you to view at any time by signing into your account on the HERE. FastFiber only charges local, state and federally required taxes and fees.
Will I receive a paper billing statement?
No. You will not receive a paper bill. You will receive an electronic copy of your billing statement each month. This will be sent to the email address that you used to sign up for FastFiber Internet service.
How do I change my plan?
Please click on the Contact Us link, email us at faster@fastfiber10g.com, or call 833-FAST10G (327-8104) and we would be more than happy to help you.
I already have FastFiber installed. How do I cancel?
Please click on the Contact Us link, email us at faster@fastfiber10g.com, or call 833-FAST10G (327-8104). You will need to return your fiber modem at the time of cancellation.

Construction

Why are you in my yard without permission?
A lot of the network we build is placed within areas called easements or rights of way, which are often adjacent to or across private property. We work with the appropriate local authorities to obtain the rights to utilize these locations, just like other service providers (such as water and electricity).
What are easements and rights of way?
Easements and rights of way are certain rights to access and use public and private property. Some state and local laws authorize utilities and other service providers, like FastFiber, to use rights of way and easements.
I didn’t sign up for FastFiber – why are you on/near my property?
In order to bring FastFiber Internet to a new area, a whole lot of heavy lifting has to happen. Our professionally designed systems require infrastructure to be built in the entire community, which sometimes requires us to access rights of way or easements that could fall next to or across your property.
How long will you be constructing in my neighborhood/city?
We don’t have a specific timeframe to share, because the amount of time it will take to bring fiber to a particular area varies greatly, based on the size of the area, how we’re going to be bringing fiber there (aerial versus underground) and even the local soil type. Sometimes the timeline can also be a bit longer due to unforeseen issues (weather, access, equipment issues, etc.). However, we’re constantly striving to build more efficiently and quickly and hope to complete construction as soon as possible.
My yard is torn up after you constructed in my area – when will you fix it?
We know that construction can sometimes look very messy, but chances are the construction crews haven’t yet finished building in your neighborhood. Once construction is completed for your entire neighborhood, crews will come back through to restore your property to city or county standards or requirements. If construction work has been completed in your area and you notice that your property has yet to be restored, please email us at Construction@FastFiber10G.com or call 833-FAST10G (327-8104).
Will you move my flowers, potted plants, or other items I’ve placed in the right-of-way or other easement before you build in my yard?
Unfortunately, we are unable to move or to care for plants or obstructions that have been placed in the right-of-way or easements where we intend to build. Before construction crews come into your neighborhood to build our network, however, we will be sure to leave door hangers so that you have time to move your plants or obstructions into a safe spot.
Do you do construction on the weekends?
Building a network is a lot of work, so you may see or hear construction crews working on weekends. Different ordinances and permitting requirements apply to different neighborhoods, so our ability to work in some areas on weekends is based on those regulations.
How can I talk to someone about issues related to the construction process?
If you have any concerns whatsoever during the construction process, please send a photo of the damage, your address and a good call back number to Construction@FastFiber10G.com and someone will be out shortly to assess the damage and construct a plan to resolve the issue as soon as possible.
I think my power/water went out because of work you guys did. What can I do?
If you haven’t done so already, you should contact your power/water provider first to make sure your outage is addressed quickly. Please also give our construction support team a call at 833-FAST10G (327-8104) or email them at Construction@ FastFiber10G.com.

Policies

What do I do with my equipment if I cancel service?
If you cancel service, please return your equipment to our mailing address or call us to schedule a time for us to pick it up. If we fail to receive any equipment back your account will be charged for all non-returned equipment. If you have any additional questions, please give us a call at 833-FAST10G (327-8104).
What happens if I want to cancel my FastFiber Broadband Internet service?
You may cancel your FastFiber Broadband Internet service at any time. If your plan included a construction or installation fee at the time of sign-up, and you’ve cancelled service before that fee was paid or waived, please note that you may be required to pay the outstanding balance as of the date of such cancellation. In addition, we do not prorate your bill each month after your first bill. Your Internet service will remain active until the end of the month in which you cancelled service. If you cancel service, please leave the Fiber optic line in place and return your equipment to our mailing address or call us to schedule a time for us to pick it up. If you have any additional questions, please give us a call at 833-FAST10G (327-8104).
How long will you support the equipment provided by FastFiber Broadband Internet? What should I do if it breaks?
FastFiber owns and supports the modem or router provided by FastFiber. If you purchase a Wi-Fi access point from us, you own it. If the FastFiber Internet router breaks, we will replace it at no charge. If you have any additional questions, please give us a call 833-FAST10G (327-8104).
Does FastFiber Broadband share my personal information with third-parties?
FastFiber will not share personal information with companies, organizations and individuals outside of FastFiber.
What does FastFiber do to protect my information and keep it safe?
At FastFiber, one of our goals is to provide users with the strongest security, privacy policies and tools in the world. We do not store any credit card or bank information on any of our systems. At FastFiber, we know that part of keeping your data safe is making sure it is always available to you when you want it. We work hard to make FastFiber the best service you can rely on, with security and privacy features that are on 24-7 and working for you.
Can I run a server from my home?
Our Terms of Service prohibit running a server for commercial purposes. However, personal, non-commercial usage of servers that complies with our acceptable and use policy is acceptable, including using virtual private networks (VPN) to access services in your home, and using hardware or applications that include server capabilities for uses like multi-player gaming, video-conferencing, and home security.