Our members are important to us and we want to hear from you.
Call, chat, email, or come see us. We're here for you!
- For Customer Service & Billing, call: (800) 987-2362
- For Technical Support, call: (800) 987-2362
- Questions or concerns about fiber construction in your area, email: email@example.com
- Can't find an answer you're looking for? Email us at firstname.lastname@example.org
For more information about our construction and Fiber to the Home project progress, check out our status map.
We cover a large geographical area and our project construction is projected to be complete in 5-6 years. We are committed though to keeping our members in the know throughout our project.
There are several ways to stay up-to-date.
- Sign up to receive our emailed monthly construction/project updates by Checking Availability here.
- Follow us on social media for even more updates. @GetCCFiber on Facebook, Instagram, and Twitter.
- We will send out postcards and email updates on construction entering your area and when services are available in your area for sign-ups.
- By "Checking Availability" on our website, our system will assign your service address to a "zone" linked to the substation that your home is fed from and we will be able to email you the minute service sign-ups open in your area.
Yes! We will inform you when Cumberland Connect’s high-speed fiber internet, phone and TV service is available in your area! Sign up to get updates on our progress.
Cumberland Connect will be offering packages with real high-speed internet, phone and in-home streaming TV service! For more information on our packages and pricing, check out our residential fiber services and our pricing and packages blog here. Cumberland Connect will also be offering customized fiber solutions for businesses of all sizes. Contact our Sales Department for a customized quote by emailing email@example.com
What do I need to do if I’m building a new home and want my home to be prepared for Cumberland Connect Fiber internet and streaming video services?
Cumberland Connect won't need to use any cabling for our video streaming service. It will all be streaming over WiFi through your Smart TV or streaming devices (Amazon FireSticks, Google Chromecast, Apple TV, etc.). For internet, Cumberland Connect just needs a pathway to pull either Ethernet (Cat5e or 6) or micro-fiber from a location near your meter base to an interior space that we can place our router.
More Information: View Or Download Our New Construction Guide
Our members' experiences during our fiber construction are very important to us and we want to hear from you.
During the course of our project we will be completing construction in a three phase process. To learn more about our construction, click here.
If you have any questions, concerns, or experience any issues with any stage of our fiber construction, please email your information to: firstname.lastname@example.org and we will reach out to you directly.
Broadband is a common term that refers to data transmission for the internet service that is offered via various technologies and varies by speeds. Cumberland Connect will offer fiber delivered speeds up to 1,000 Mbps (Gigabit per second), including symmetrical download and upload speeds.
Fiber is the fastest transmission technology available for broadband internet access. Cumberland Connect will use high-speed fiber for internet, phone, and TV services!
Absolutely not! You can use as much data as you wish. We will never cap your data usage or “throttle down” your speeds like some carriers do!
No, Cumberland Connect uses fiber optic cables all the way to your home. THis is the fastest transmission technology available for broadband internet access. Until someone invites a technology that is faster than the speed of light (186,000 miles per second!!), fiber will be the fastest option available.
Cumberland Connect won’t need to use any cabling for our video streaming service. It will all be streaming over WiFi though your Smart TV or streaming devices (Amazon FireSticks, Google Chromecast, Apple TV, etc.). For internet, Cumberland Connect just needs a pathway to pull either Ethernet (Cat5e or 6) or micro-fiber from a location near your meter base to an interior space that we can place our router. More information: New Construction Guide
Cumberland Connect must operate within Cumberland Electric Membership Corporation’s service territory. Members who are currently being served electrically by CEMC, for the exception of those members that live within another telephone cooperative’s service territory are eligible to subscribe to Cumberland Connect’s broadband services. Any existing CEMC members that falls within North Central Telephone Cooperative’s service territory is prohibited, by law, to receive our broadband services per the Broadband Accessibility Act (April 2017).
Mainline Fiber Construction
When electrical pathways are underground, crews will bore in order to connect our pipes from one point to another. Boring allows our crews to make this connection without destroying existing surrounding landscape and obstacles on the ground between the two points. Boring allows us to complete our construction with minimal disruption to your neighborhood by going underneath driveways, sidewalks, and fences.
The fiber will meet in a pedestal which is placed on the ground by crews. The pedestal serves as housing and protection for the branches of fiber. These pedestals are easily accessible for splicing crews once the time comes to drop/pull fiber to your home or business.
Overhead mainline fiber construction is a two step process. First, the strand cable is installed and will serve as a backbone for the fiber lines. Next, crews will lash (wrap) fiber onto the previously installed strand cable. The fiber is accessed from a tap which is placed on poles by crews. A tap can be thought of as a transformer, feeding the fiber to your home from the mainline. The tap serves as housing and protection for the branches of fiber. These tap are easily accessible for splicing crews once the time comes to drop/pull fiber to your home or business.
After mainline construction crews have installed fiber and pedestals, the next step is for our splicing crews to come in. Splicing is a very important step because it plays a large role in determining the quality of the light that travels throughout the fiber network. Proper splicing is key to a successful connection (uninterrupted light traveling throughout the network) being delivered to your home or business.
You've signed up for Cumberland Connect fiber services, via phone, online, or in your local office. Now what? Make sure to check the email you used to sign up for CCFiber services, because we will be sending you emails to update you every step of the way between CCFiber service sign-up and your in-home/in-business installation.
After you have signed up for Cumberland Connect fiber services, here's what to expect:
- Preparing for Installation
After you sign up for CCFiber services, there is preparation construction that must be completed on your property to prepare your home or business for your installation. This construction is referred to as the "Drop" (during which our crews will construct the connection between the main fiber line and the outside of your home or business). To learn more about what to expect during the drop, click here.
- Drop Construction
Completion of the drop construction is the process that allows us to bring the fiber connection all the way to your home or business. During your drop, crews will arrive on your property and construct the connection from the main fiber line to the outside of your home or business, most times following the existing electrical path (whether overhead or underground). During this process, crews will also install a small box, the Network Interface Device (NID), to the outside of your home or business. No one is required to be home during the drop. To learn more about how to prepare your property for your drop, click here.
- Scheduling the onsite installation
After your drop construction has been completed, our Installation Coordinator will call you to schedule your in-home or in-business installation at a time that is convenient for you. Someone at least 18 years of age must be home during your installation.
- Onsite installation
One of our Installation Professionals will arrive at your scheduled time to perform your in-home or in-business installation, equipment set-up, and answer any questions you have. During your installation, your Installation Professional will discuss with you the placement of your equipment to provide optimal connection and experience for your household. Feel free to ask questions, they are there to help set you up for success!
- Installation complete
You'll be connected and ready to enjoy real, high-speed fiber internet services!
- Optimize your experience
Keep checking your email. We'll reach out to you with resources to help you get the most out of your new CCFiber services.
Just a reminder that we're here for you after installation and beyond. We offer our subscribers 24/7/365 Technical Support for all things CCFiber! We wanted to keep it simple with one number to call for services and support. Call (800) 987-2362 any time for 24/7 Technical Support.
We are proud to offer our members and CCFiber subscribers with local customer service and 24/7 Technical Support. We are available to help you, no matter the issue, by calling one number: (800) 987-2362.
As a member and subscriber to Cumberland Connect fiber services, you will receive a Cumberland Connect bill separately from your CEMC bill. You can choose however, to pay at the same time, or choose a different payment date than your electric bill for your Cumberland Connect bill to be due.
As a residential subscriber, we will not ask you to sign a contract. We don’t believe in long-term residential contracts or cancellation fees. We believe in the network and member experience that we have built for our members so much that we know you’ll want to stay with Cumberland Connect. You can pay month-to-month and can cancel any time. If you are a business member, please contact Cumberland Connect for your customized solution.
No, Cumberland Connect is a broadband subsidiary of CEMC and will not have any effect on electric rates.