Frequently Asked Questions and Answers

Here you can find answers to the most commonly asked questions. If you cannot find the answer to your questions here, please contact us.

General

1. What is TCLPfiber?
- TCLPfiber is a new, all-fiber broadband network built for and owned by the residential and business electric ratepayers of Traverse City. It offers our community affordable, reliable, and gigabit-fast internet, including digital voice services. The network is managed by a name you know and trust―Traverse City Light & Power (TCL&P).
2. I want to sign-up for internet service! How do I do that?
- We are building the broadband network to initially provide internet and digital voice services to select areas of the city as part of a phase one project. To see if your neighborhood is one of the first to take advantage of these offerings, click the link Ready to Connect? Sign up here on the tclpfiber.org home page. You’ll then need to enter your street address so we can be sure you reside in one of the covered areas.
  
  Follow the steps to select your service(s) and get connected. Once you've submitted your order, one of our customer service representatives will be in touch to schedule your installation appointment.
3. Can I use a smartphone or tablet to show my interest?
- Yes, of course!
4. I can't log in. It says the email address is already in use.
- If you previously completed our survey, your email address is already registered with us. Your email address will be used as your account name.
  
  If you need to reset your password, here’s how:
  1. Click Login (in the top right of the page).
  2. Click “Forgot or don’t have a password?” located under the login button on the login page, and
  request a password reset for your email address.
  3. You will receive an email within a few minutes with a link to enter a new password.
  4. Once done, you are logged in and can proceed.
5. Can I submit multiple surveys or sign-ups for the same address?
- No—only one survey or sign-up per physical address is allowed.
6. Why do I have to accept COS Systems Inc.’s Terms for User Registration when I register as a customer?
- COS Systems is the host provider for the TCLPfiber website and its use is governed by their terms and conditions.
7. How can residents and businesses learn more about TCLPfiber?
- This website, tclpfiber.org, will be the main resource for TCLPfiber information. Subscribe to the TCL&P newsletter to get updates in your inbox and helpful information on how to get the most from your internet and digital voice service plans. Lastly, follow us on Facebook and Twitter.
8. Will you install new wiring or use wiring that exists in my home or business?
- We are not re-using existing wiring. The technician will bring fiber cables from the broadband network and connect them to the service location signed up for internet and digital voice services.
9. Do I need to be home for my installation appointment?
- Yes. Someone aged 18 or older, preferably the primary account owner/user, is required to be at your residence for the full duration of the installation. Our technicians will provide training on the use and features of our service(s) during this time.
10. What are your hours of operation?
- Our normal office hours will be Monday through Friday from 8:00 a.m. to 5:00 p.m. You may contact our office 24/7 to speak with the technical support team or to report an outage.
11. If I need assistance, how do I contact TCLPfiber?
- For customer support:
  Online: Submit request
  Phone: 231-922-4940
  24/7 Technical Support and/or Outages: 231-922-4940
  
  For calls or online requests made after hours, a representative will be respond at the first opportunity.

Internet Service

1. Does TCLPfiber guarantee broadband internet speeds?
- Broadband internet services are provided on a best-effort basis.
2. Do I need cable modem and/or router? Can I use my existing equipment?
- No. All TCLPfiber installations include an Optical Network Terminal (ONT) which replaces the modem and router.
  
  The ONT may be located inside or on the outside of your premises as determined at the time of service activation. Any equipment provided by the utility to enable internet or voice services remains their property. You cannot re-use your existing equipment. The installed equipment is provided as part of your Internet service; you are not charged an additional equipment fee.
3. Do you offer gigabit speeds for both residential and commercial customers?
- TCLPfiber offers 1 gig (1,000 Mbps) internet service plans for both residential and commercial customers. This internet service provides symmetrical speeds, meaning your upload and download speeds are the same. For enterprise-class service please call the office so a customer service representative can assist personally with your service activation.
  
  We also offer other residential and commercial internet service plans.
4. How fast is a gigabit internet connection?
- TCLPfiber brings 1,000 Mbps (1 gigabit) internet connection to your door. With a gigabit internet connection you can download a typical HD video in five seconds.
5. If connect multiple devices at the same time, will that affect my internet speed and/or bandwidth?
- Every device on your network will consume bandwidth. The more devices (e.g. laptops, smartphones, tablets, smart home, and smart TVs) on your network, the more bandwidth is required for optimal device performance.
6. I need Wi-Fi but don't know how to set it up or manage it. Can you help?
- All TCLPfiber installations include an Optical Network Terminal (ONT) which replaces the modem and router. During the service installation, our technician will enable your Wi-Fi service.
7. What if my Wi-Fi coverage is not enough for my home or business?
- We can provide optional Wi-Fi mesh device(s) to extend coverage in residential premises for an additional fee.
8. Does TCLPfiber’s internet service include email?
- No, TCLPfiber does not offer email accounts. With our service, you’ll be able to use your existing email account. An email address is required for billing and communications purposes.
  
  If your email account is tied to your current service provider, create a new email account by transitioning to one of the available free web-based email services such as Google Gmail^® or Yahoo!. You might even be able to auto-forward your existing emails to your new account. Start now by changing your contact email on your online accounts, such as banks, credit cards, etc.
  
  All other company or product names mentioned herein are trademarks or registered trademarks of their respective owners.

Digital Voice Service

1. What is digital voice service?
- Digital voice service is a telephone service that sends and receives calls through the fiber-based internet rather than a traditional landline service. Digital voice phone service is also commonly called Voice over Internet Protocol (VoIP).
  
  The digital voice service is only available with a broadband internet service from TCLPfiber. It cannot be purchased separately.
2. Will digital voice service work in the event of a power outage?
- If your electric service is disrupted, you could lose the ability to make and receive phone calls, including 911 calls.
3. Can I keep my existing number with your service?
- Yes. When you sign up for TCLPfiber digital voice service, you may elect to transfer (or port) your existing home phone number over to our service. It’s critical that TCLPfiber has your verified and registered physical service address to ensure 911 has your correct address.
4. Does 911 service work?
- Yes. Enhanced 911 (E911) services are included with TCLPfiber digital voice. With this capability, E911 automatically provides emergency service personnel with your 911 call-back number and location information so you can get help more quickly.
  
  E911 may not function and emergency service may be unable to respond without the correct physical address for each customer of record. It’s imperative you provide TCLPfiber with a valid and verified address upon ordering the digital voice service.
5. How is the voice quality?
- Digital voice service quality is excellent―as good or better than traditional landline phone service.
6. Can you make international calls?
- Yes. All direct-dialed VoIP calls to destinations outside of the contiguous 48 states, including Alaska, Hawaii and internationally will be charged on a metered basis (per minute) according to applicable [rates]. Directory assistance and operator-assisted calls are subject to additional charges, which are available upon request.
7. What’s included with digital voice service?
- TCLPfiber’s digital voice includes unlimited calling service within the US contiguous 48 states, excluding Alaska, Hawaii and international destinations. The service includes all the standard home phone features with all advanced functionality like simultaneous ring, find-me/follow-me, and voicemail to email.
  
  Our digital voice service for commercial customers includes hosted voicemail, multi-line hunt groups, advanced call forwarding, and other features similar to traditional landline service.
8. Is any equipment needed for digital voice services?
- Yes. Digital voice service requires customers to provide their own equipment. You’ll need either of these two options:
  • An IP phone – IP phones look like analog telephones but are capable of connecting directly to your
  internet connection using a network cable.
  • An Analog Telephone Adapter (ATA) – a small device which allows you to plug in regular analog
  telephones so they can work with voice-over-IP.
9. How can I stop telemarketer calls?
- Nomorobo is a free service for landline telephones in the United States that will block the telephone numbers of known telemarketers and robocallers. Basically, Nomorobo intercepts your calls and screens them for you. If the call is legitimate, it will ring through to your number, but if the call from a robocaller or known telemarketer, Nomorobo hangs up for you.
  
  Learn more about it at https://www.nomorobo.com/.
10. How do I get setup with the digital voice service?
- Our TCLPfiber team will be happy to help you get your voice service setup. Please contact us at 231-922-4940 or send an email to customerservice@tclpfiber.org.
11. How do I manage my digital voice service?
- TCLPfiber offers an online portal where you can manage all of the included features. We also offer access to some features by dialing a star code.

Cost, Agreements, and Billing

1. How much do TCLPfiber residential internet and digital voice services cost?
- You can subscribe to our ultra-fast, 1 Gig internet service―uploads and downloads for only $89.99 per month. What’s more, you’ll get free service installation and won’t incur any internet equipment and activation fees, except as otherwise noted. Other residential plans are also available.
  
  The digital voice service is $14.99 per line. Bundle your internet service with the digital voice and save $4.99 per month. This IP-based voice service includes standard home features such as caller ID, call waiting, voicemail, and advanced functionality like simultaneous ring, find-me/follow-me, and voicemail to email.
2. How much does TCLPfiber commercial internet and digital voice services cost?
- You can subscribe to our ultra-fast, 1 Gig internet service―uploads and downloads for only $149.99 per month. What’s more, you’ll get free service installation and won’t incur any equipment or activation fees, unless otherwise noted. Other commercial plans, including static IP addresses are also available.
  
  The digital voice service is $24.99 per line. Bundle your internet service with digital voice and save $4.99 per month. Or get two voice lines for $39.99/month, after a $9.99 bundle discount. This IP-based voice service includes caller ID, call waiting, voicemail, voicemail to email, call return, and three-way calling features.
3. Am I signing a contract?
- Services will be subject to all applicable service terms and conditions and are subject to change.
4. Are there be data caps on TCLPfiber internet service?
- There are no data caps on TCLPfiber residential, commercial, or enterprise internet service.
5. When can I cancel my current internet service? How can I prevent getting locked into a contract with my current provider before I switch to TCLPfiber?
- We recommend that you cancel your current internet service after your TCLPfiber installation is complete to avoid any interruption. Before switching service providers, check your current bill or contracts to see if there are any cancellation fees.
  
  If you are a cable TV customer, use your new TCLPfiber 1 gig internet service to stream your favorite content from Apple TV^®, YouTube TV, Amazon Prime Video™, Netflix^®, Hulu^® and other services. If you choose these services, you can disconnect your cable TV services.
  
  All other company or product names mentioned herein are trademarks or registered trademarks of their respective owners.
6. Will TCLPfiber issue a separate bill from my electric bill?
- Yes. You will receive two separate bills for 1) electric and 2) internet and digital voice services and will be able to pay them online.
7. How do I pay my bill and what payment options do I have?
- The easiest and most preferred option is to pay your bill online. You may also pay by check or drop off your payment at our office located on 1131 Hastings Street in Traverse City.
8. Are payment arrangements available for my TCLPfiber bill?
- Please contact our customer service team at 231-922-4940 to discuss possible payment arrangements.

Resources

Privacy Policy (pdf)
TCL&P general FAQ (Website)
TCLPfiber Approved Tariffs for Residential, Commercial and Enterprise Internet/Digital Voice Services (pdf)
TCLPfiber Terms of Service (pdf)
TCL&P Internet Website Policy (pdf)
TCLPfiber Digital Voice Business Guide (pdf)
TCLPfiber Digital Voice Residential Guide (pdf)
TCLPfiber Calling Features (pdf)
TCLPfiber Long Distance Rates (pdf)
Terms For Survey Submissions (Website)
TCLPfiber GigUp Special Offer Details (pdf)