Support

FAQs

Find answers to common questions about your service, installation, billing, and more.

Does Mainstream Fiber have permission to be on my property?

MSFN has the legal right to access the designated utility easements which are typically located within a strip of land running along the street, sidewalk, the rear lot line, or between two lots. If the easement is within a fenced-in yard, our crews will need your help accessing the area. If you have any questions about this or require more information, please contact (844) 752-6736

When can I remove the utility marking flags and/or paint in my yard?

Markers and paint need to remain in place until construction of the network is complete. Flags can be removed when installation is complete. The paint will eventually wash away or grow out.

Will Mainstream Fiber Networks restore the area which they performed construction?

Our crews make every effort to minimize impact to properties. Once construction is complete and weather permits, MSFN will restore lawns in areas where digging occurred. If you have any questions, reach out to our team at (844) 752-6736.

Will it be aerial or underground construction?

Each project is different and the type of construction is based on a number of factors such as size of the project, the geography of your neighborhood, cost to build, etc. However, we generally try to follow the route of other utilities in the area whenever possible, so if your neighborhood’s utilities are primarily underground, we will likely build underground and vice versa.

How long will the construction take?

The time for construction is extremely variable and is based on the size of the project, what type of construction it is, and weather conditions. Due to the variability we do not like to give a “standard timeline” answer as it can change so much, but you and your neighbors will be notified the moment construction is over and fiber is available.

Why is there construction in my neighborhood?

Mainstream is expanding our fiber network to bring high-speed internet to your area. Construction crews are installing underground or aerial fiber lines that will connect homes to our fiber infrastructure.

Will you need to dig in my yard?

Possibly. If fiber lines are placed underground, we may need to access a utility easement on your property. These areas are typically near the edge of your yard and are legally designated for utility work. We always do our best to minimize disruption and restore any disturbed areas.

How will I know when work is happening?

You will receive advance notice via door hangers, signage, or communication from our team. Construction schedules may vary based on weather and local permitting.

Do I need to be home for installation?

Only for the final installation inside your home. This step typically happens after construction is complete and you’ve signed up for service. Our technician will install a fiber terminal and set up your equipment.

Will construction damage my lawn or driveway?

We take great care to avoid damage, and any disturbed areas will be restored after construction. Grass may take some time to regrow, but our crews work to ensure proper cleanup and repair.

How can I prepare for my fiber installation?

Make sure someone 18 or older is home. Clear access to your home’s main utility entry point and know where you’d prefer the modem or router to be placed for the best Wi-Fi coverage.

What if I have pets or an invisible fence?

Please inform our team ahead of time. Marking invisible fences or sprinkler systems helps us avoid damage during construction.

Who can I contact with questions or concerns?

Reach out to Mainstream Fiber Networks’ customer support for updates or concerns about construction or installation on your property. We’re here to help, please contact us at (844) 752-6736.

What is the difference between aerial and burial fiber internet?

Aerial fiber is installed above ground on utility poles, making it faster and more affordable to deploy, but more exposed to weather and environmental damage. Buried fiber is installed underground in protective conduit, offering greater long-term durability and reliability, though it requires more time and construction to install.

What does "bandwidth" mean?

Bandwidth is the amount of data your internet connection can handle at once. Higher bandwidth means your network can support more devices and activities without slowing down.

What is download speed vs. upload speed?

Download speed measures how fast you can receive data such as streaming videos, loading websites, or downloading files.
Upload speed measures how fast you can send data like video calling, backing up photos, or uploading documents.

Ethernet vs. Wi-Fi

Ethernet is a wired connection that offers the fastest and most stable speeds.
Wi-Fi is wireless and more convenient, but can be affected by distance, walls, and interference.

How do I connect devices?

Most devices connect through Wi-Fi by selecting your network name and entering your password. Others like desktop computers, gaming consoles, and smart TVs can optionally connect with an Ethernet cable for improved performance.

What is difference between fiber internet and other internet types?

Fiber uses light instead of electricity to send data, making it faster, more reliable, and better at handling multiple devices. Cable, DSL, fixed wireless, and satellite often slow down during peak hours or have higher delays.

What are the best practices for online security?

Use strong passwords, enable two-factor authentication, keep devices updated, and avoid using public Wi-Fi for sensitive tasks. A secure home network starts with a strong Wi-Fi password and trusted devices.

How can I avoid phishing and other scams?

Never click suspicious links, double-check email senders, and be cautious of messages asking for personal or financial information. Legitimate companies won’t pressure you or threaten immediate action.

What kinds of things can I do online?

You can stream movies, shop, work remotely, play games, video chat, manage smart-home devices, learn new skills, and connect with friends and family.

What speed do I need?

It depends on your household. More people and more devices usually mean you’ll need faster speeds. Activities like gaming, 4K streaming, or remote work also benefit from higher-speed plans.

Run a speed test →

Start Speed Test

What do speed tests mean?

A speed test measures how fast your internet can download and upload data, as well as your connection’s responsiveness. It helps you understand whether your current speeds match what you’re paying for and if your network can handle the activities, you do online.

What affects my internet performance?

Your internet performance can be influenced by several factors, including the number of devices connected, Wi-Fi signal strength, router placement, equipment age, network congestion during peak hours, and whether you’re using Wi-Fi or a wired Ethernet connection.

Create your Mainstream Account →

Create Your Mainstream Account

Pay your bill →

Pay Your Bill

What is E-Care?

E-Care is Mainstream Fiber Networks’ online customer portal that allows you to manage your account anytime from anywhere, without needing to call in.

Customer Portal

What can I do with my Portal?

View and Manage Account Details – update contact information, add and review account status.
Make Secure One-Time Payments – Fast, easy payment portal that is available 24/7.
Enroll in Autopay – Set up autopay once and never worry about future payments.
Access Billing Information on Demand – View invoices and billing history without waiting on our Customer Support team.
Review All Communications from Mainstream – A single place to reference all important account communications.

How do I reset my router?

Most routers can be reset by pressing and holding the reset button on the back for 10-15 seconds. This will reboot the device and often fix common connectivity issues. Calix equipment can also be rebooted through the Mainstream Fiber app.

What type of router do I have and what do the lights on my equipment mean?

Calix 803G Modem

Power: Should be lit solid green.
Broadband: Should be lit solid green. If the light is blank or off, this indicates a fiber issue.
Service: Should be lit solid green. If the light is blank, this indicates a service issue.
Ethernet: Should flash green when something is properly connected to the Ethernet port. If the light is blank, the modem does not recognize anything connected.
Phone: If voice service is enabled on the modem, the light should be solid green. It may flash green while data is being transmitted. The light will be blank or off when voice service is not enabled.

Calix 1100X / 1101X Modems

Power: Should be lit solid green.
Broadband: Should be lit solid green. If the light is blank or off, this indicates a fiber issue.
Service: Should be lit solid green. If the light is blank, this indicates a service issue.
Ethernet: Should flash green when something is properly connected to the Ethernet port. If the light is blank, the modem does not recognize anything connected.
Phone: If voice service is enabled on the modem, the light should be solid green. It may flash green while data is being transmitted. The light will be blank or off when voice service is not enabled.

Calix U6.1, U6.2, and U6T Routers

Solid green: The unit has successfully booted, local services are running, and the unit is connected to the internet.
Red every 0.8 seconds: The boot-up process has failed.
Red every 1.6 seconds: There is no service or internet connection.
Amber: The unit is booting or its service or software is being upgraded. It may flash amber every second after the software takes over.
No light: The unit either has no power or the light function has been disabled in the GUI.

How do I connect the router to the modem?

You will connect the router to the modem using an ethernet cable. The ethernet cable will plug into the ETHERNET port on our modem, and to the WAN port of your router.

If you are using a router provided by MSFN our Smart Home Technicians will set the equipment up properly during installation.

Will I need to purchase any equipment?

All equipment to get the service into your home is provided by and warranted through Mainstream Fiber Networks. However, if you would like additional Wi-Fi coverage or other options, you would need to purchase separate equipment.

How do I set up my equipment?

Setup typically involves connecting the router to your fiber terminal, powering it on, and following the steps in the Mainstream App to create your Wi-Fi name and password.

What is the difference between a device issue and a network issue?

A device issue affects only one device and usually involves settings, software, or hardware on that specific phone, tablet, or computer. A network issue affects multiple devices at once and usually points to a router, Wi-Fi, or service connection problem.