Frequently Asked Questions

About Fibrant

Q: What is Fibrant?
A: Fibrant is the fastest city-wide broadband network in America, covering 100% of the City of Salisbury, NC with its all fiber optic network.
Q: Where did the name Fibrant come from?
A: The name is a combination of two words: fiber and vibrant.
Q: How did Fibrant get started?
A: The City Council of Salisbury, NC was unhappy with the lack of broadband service provided by incumbent networks. They invested in building Fibrant as a municipal utility to encourage economic development, increase competitive opportunities for our existing businesses and to provide citizens globally competitive access to the world.
Q: What does municipal broadband mean?
A: This means that a broadband network is operated by a city or local government institution.
Q: What is fiber?
A: Fiber is a glass strand that carries high-bandwidth light waves over great distances.
Q: What is the difference between fiber and traditional networks?
A: A fiber network offers higher speeds, lower latency, greater reliability, symmetrical upload/download speeds and doesn't slow down during peak use times. Traditional networks can't offer this because of the limitations of the current infrastructures.
Q: What does 100% city coverage mean?
A: Fibrant’s fiber network is available throughout the City of Salisbury, and is available to ALL of its citizens and businesses.
Q: Does Fibrant extend past the City of Salisbury limits?
A: Due to the present NC laws, the ability for us, and other municipal broadband providers, to grow our network is constrained. However, Fibrant does have the legal authority to expand under certain conditions, and is actively discussing potential growth partnerships.
Q: What services does Fibrant offer?
A: This municipally-owned utility company provides Internet speeds up to 10 gigabits per second, uncompressed high-definition video services, phone services, a localized data center, dark fiber and local ad insertion.

Internet Services

Q: My wireless Internet does not work. How do I fix this?
A: If this happens, power cycle your wireless router. To do this, unplug the small black power cord on the back of the router and wait about 10-15 second and plug back in. Wait an additional 30-60 seconds for the unit to reboot and try to get online again.
Q: Can I use my own router?
A: Yes, as long as it is not from another cable company like Time Warner Cable or AT&T.
Q: Why is my Netflix not working?
A: Check your console's Internet connection settings to see if you have enabled wireless Internet.
Q: Why can I not get on the Internet via my Xbox, Wii or the PlayStation?
A: See the answer to the previous FAQ.
Q: Why can't I get a good Internet signal on the other side of the house?
A: You might be too far away from your router. You may need to purchase an amplifier.

10 Gigabit Internet

Q: What is up to 10 Gigabit Internet?
A: 10 gigabits per second. This means 10 billion bits per second, which is ten times faster than any other established city-wide network.
Q: Who would benefit from 10 G internet?
A: Many businesses from the tech to medical industry, innovators, entrepreneurs and especially big data users can benefit from these unparalleled speeds.
Q: Can Fibrant keep up with the fast-paced growth of technology?
A: Yes. Due to the unique design of our network, we are easily able to take advantage of technological advancements, integrating them into our fiber optic distribution network.
Q: What makes Fibrant’s 10 Gbps service unique?
A: Salisbury, NC is the first city in America with up to 10 G Internet service available across the entire city. This level of service to every home and business is unprecedented.

Phone Services

Q: How long does it take for caller ID to show up on my Fibrant television once it's installed?
A: Caller ID will show up within 24-48 hours.
Q: Can I answer collect calls on my phone?
A: No.
Q: Does my Fibrant phone work with my old answering machine or the one that is included with my cordless phone?
A: Yes.
Q: Do 411 calls cost money?
A: Yes.
Q: How much does it cost to make an international call?
A: Rates vary depending on the country you call.

Video Services

Q: How do I get the words to appear or disappear off my television screen?
A: Press the closed captioning (CC) button on your remote.
Q: How do I turn Closed Captioning Off and On?
A: Press the RED “C” button on the Fibrant remote control to turn the Closed Captioning OFF and ON.
Q: Why can't I change the channel?
A: You need to select the Set Top Box (STB) button on your remote.
Q: Why can't I record a show?
A: Check the available memory to see if you've run out of space.
Q: Why can't find the Premium Movie or On Demand channels?
A: They are located in the menu screen.
Q: Why can't I operate the volume from my remote?
A: Make sure you have configured your remote to work both the TV and the STB.
Q: I can only get higher channels when I press the channel up button on my remote. How can I fix this?
A: Make sure you are on the “Subscribed” mode by continually pressing the guide button on the Fibrant remote control until the word “Subscribed” appears beside the TV icon with rabbit ears, located on the left hand side of the screen under today’s date.
Q: It asks for a password when I go to Menu then Settings. What is the password?
A: The default password is “0” – ZERO
Q: How can I record a show or program?
A: Push the “Guide” button, select the show you want to record and press ”OK” on the Fibrant remote. A screen will pop up and give you options. Select the “Record Program” option. To record the show you are currently watching, simply press the “OK” button on the remote control.
Q: The video signal is blocked on my TV. How do I fix this?
A: Make sure you are on the “Subscribed” Mode by continually pressing the guide button on the Fibrant remote control until the word “Subscribed” appears beside the TV icon with rabbit ears, located on the left hand side of the screen under today’s date.
Q: Why is there no signal on my TV screen?
A: Please check to make sure you are on the correct input by using the INPUT button on the Fibrant remote or the remote control that came in the box with your TV. Most HD Flat screen TV’s will be on an HDMI input or a component input. Most older TV’s and Tube TV’s will be on Channel 3 of the TV itself.
Q: My DVR says 100% full. I can't delete or record any programs. What do I do?
A: The DVR and Set Top Box (STB) have come out of synchronization. In order to resolve this, you need to Power Cycle the Main DVR box by unplugging the SMALLEST BLACK POWER CORD on the back of the DVR. Leave this unplugged for 10-15 seconds and plug back in. Allow (2) minutes for the DVR to “Reboot”. Synchronization should take about 2 minutes.
Q: How do I record a TV series on the DVR?
A: Push the “Guide” button on the Fibrant remote control. Select the show that you are wanting to record and press the OK button on the Fibrant remote. There will be a screen that pops up and gives you options to select. Scroll to “Record Series”. Make any changes to the start and end times and select OK on the Fibrant Remote.
Q: How do I watch a Pay Per View Movie on Fibrant?
A: Press the “On Demand” button on the Fibrant remote control. If you don't have this button, instead select the “Menu” button on the Fibrant remote control, then scroll to the “On Demand” icon at the bottom of the TV screen and select “OK” on the Fibrant remote control. On the TABS at the top of the page, scroll to the MOVIES Tab and press the OK button. You will be able to select movies from this page

Business Services

Q: Can I keep my current business phone number?
A: Yes. Fibrant can port your number(s) from your current provider with your signature on a Letter of Authorization.
Q: Can Fibrant provide roll over or hunt groups for multiple phone lines?
A: Yes, we can set your numbers in hunt groups and/or roll overs as you currently have them with your provider.
Q: Does Fibrant have 24/7 customer service??
A: Yes. Fibrant provides 24/7 customer services for all three Fibrant services: Internet, phone and video.
Q: Do you provide modems and routers for business internet?
A: Our Optical Network Terminal (ONT) acts as a modem so you will not need a modem to connect to our Internet service. Fibrant does not lease or sell business class routers. You can purchase any brand of router ( we recommend N series) and our technicians will connect the Internet to it and test to ensure connectivity to your devices is optimal.