Frequently Asked Questions

A note about our partners down arrow

Please note that all services, bills and service-related communications will come directly from OEC Fiber. Our partners provide goods and services directly to OEC Fiber and would never have a reason to solicit potential subscribers directly.

You may see our partners working in your area to build out our network, but all crews related to OEC Fiber will have OEC Fiber logos on their vehicles indicating they are an official OEC Fiber contractor.

Installation Service Fee Update down arrow

Starting November 1st, when you add new services to your existing fiber account, there will $75 service fee to cover the cost of installation. This fee will be applied if a technician is required for installation.

To add services please give us a call at (405) 217-6868

How can I improve my Wi-Fi? down arrow

Wi-Fi issues can be complex which is why we have an app that can diagnose and troubleshoot your home network issues. such as:

Speed issues
Video buffering
Wireless (Wi-Fi) coverage issues
Devices that drop off the network

Download the app below or Click here for more information.

Will severe weather impact my service? down arrow

With other companies who use traditional copper lines, severe weather can cause you to have degraded or even disconnected service. Our broadband services are delivered straight to your home via fiber lines that are very resistant to the weather. Read more about it here

Fiber Bill Explanation of Terms down arrow

The following is an explanation of billing terms and the charges associated with them.

911 fee – A fee that OEC Fiber collects to cover costs of providing 911 emergency service. Providing 911 service is required by the Federal Communications Commission (FCC). The fee is charged per telephone access line or a percentage of revenue.

FCC regulatory charge – This fee is a monthly surcharge billed to subscribers to recover regulatory fees paid by OEC Fiber to the Federal Corporation Commission (FCC). According to sections 6(a) and 9(b) of the Communications Act, as amended, require the Commission to assess and collect regulatory fees every fiscal year to recover the Commission’s costs of carrying out its functions. These functions include enforcement activities,

Federal universal service fund – This fee is a monthly surcharge billed to subscribers to recover the funds it pays to the Federal Communications Commission (FCC) on interstate services to support the FCC’s universal service programs. The FCC regulates this charge; reviewing and adjusting the fee quarterly based on the FCC’s quarterly FUSF contribution factor. The FCC uses the fund to help keep local telephone rates affordable for all subscribers, support telecommunications services in schools, public libraries, and rural health-care facilities and subsidize local service to high-cost areas and low-income subscribers. *This charge does not apply to Lifeline subscribers.*

Franchise charge – A local franchise authority may impose a financial obligation on OEC Fiber to support public, educational and government programming channels in your area. Depending upon the specific provisions included in the local franchise agreement between your community and OEC Fiber, the fee is either based on the percentage of OEC Fiber TV revenue generated in your local franchise area, a per subscriber amount, or a lump sum payment.

Installation charge – Installation charges generally appear on your first bill in the One Time Charges section. It is normally billed over three months. Installation examples include adding additional wires and jacks or outlets for phone, internet or TV service.

Late fee – Fees billed to the account when there is an overdue balance from the previous month’s bill.

Partial monthly charges – OEC Fiber bills services one month in advance. If your services are activated in the middle of the monthly bill cycle, OEC Fiber will bill for the partial month as well as the following full month. EXAMPLE: If your statement date (bill cycle) is on the 15th day of each month and your service is activated on the 1st, your partial month charges would be for 15 days of service from the 1st up to the 15th. If a change is made in the Activation Date of your order, OEC Fiber will adjust your Partial Month Charges and Credits based on the new date and number of days in the Partial Month.

State universal service fund – This fee is a monthly surcharge billed to subscribers to recover the state universal service fee paid by OEC Fiber to states on applicable services. The funds are used to help keep local telecommunication rates affordable for all subscribers, support telecommunications services in schools, public libraries, and rural health-care facilities, and subsidize local services to high-cost areas and low-income subscribers.

Telecommunications sales tax – Government agencies impose and OEC Fiber collects taxes from purchasers of specified products and services. These taxes include state, county and city sales taxes as well as taxes collected by special purpose district agencies and mass transit agencies (MTA). The products subject to tax and the amount of the tax varies by area.

TV How To Videos & Troubleshooting down arrow

For further help with Fiber TV, check out our YouTube Playlist of support videos.

Click Here

Plume HomePass – App User Guide down arrow

Plume_Home Pass App_User Guide

Is a fax line the same price as a phone line? down arrow

Yes, most fax machine requires a standard phone line. Initial phone lines are $30 a month. A second line is $20 a month. If you only want a line for your fax machine, it would be $30 a month. If you are adding a fax line to your existing OEC Fiber Phone service, it would be $20 a month for that line.

I see a cable hanging low. Is this an OEC Fiber cable? down arrow

On OEC Electric poles, OEC Fiber cable will be the top cable in the Communication Lines section (see image below). Any cable below the top cable will be associated with another communications provider.

How do I get internet to a secondary building (e.g., shop, garage, trailer) on my property? down arrow

Call OEC Fiber (405-217-6868) to set up a site survey. Our site surveyor will walk your property with you and help evaluate whether a second service point needs to be established or if a network cable can be installed, sharing service between the two buildings.

1.) Network cable option: If your secondary building is less than 300 feet away from your OEC Fiber service point, we may be able to install a Cat5E (ethernet) cable. This cable will start from your primary location’s modem and run underground to your secondary building. This process allows us to hardwire a wireless Wi-Fi extender within your secondary building.

2.) Second service point option: If your secondary building is over 300 feet away from your current OEC Fiber service point, we will need to establish a second service point.

I plan on doing a project that requires digging in the area where my fiber line has been buried. What do I do? down arrow

Two key steps need to be taken:

1.) Submit a dig ticket through the OKIE 811 website: Click here
– This free service will send a locator out to your property to mark (using spray paint or mini flags) any underground public lines that may get in the way of your project.

– If a contracting company will be doing the digging, it is their responsibility (by law: https://www.okie811.org/thelaw/ ) to submit the dig ticket on your behalf.

2.) If locator markings show that your OEC Fiber line could be compromised during your digging project, please contact the OEC Fiber Control Room at 405-217-6868 to get a quote on re-routing your fiber line.

The OEC Fiber cable on the outside of my house got damaged. A technician installed an above ground, temporary cable. When will this cable get buried? down arrow

On average, a permanent fiber cable will be buried 2-3 weeks following the date of your temporary repair. This job is weather-dependent and may get rescheduled accordingly. If a specific date is preferred, we will do our best to collaborate with you to find the best solution.

What do I do with my network equipment when I end service? down arrow

Once you have called to end your service, you will need to disconnect and return your equipment. There are two ways you can do this:

Return the equipment in person by bringing it to our office at 242 24th Ave NW in Norman. You will need to come into the lobby. Equipment cannot be returned through the drive-thru.
Return the equipment by mail. Call our office at 405-217-6868 to request a self-addressed return envelope. We will send you everything you need to mail it back to us.

What happened to my paper bill? down arrow

If you register and make a payment online you will be automatically enrolled in e-bills, and paper billing will be suspended.

If you wish to change how you receive your bills, you can follow the steps in this video to change your bill settings using the My OEC app.

OEC Fiber Home Phone Starcode Guide down arrow

OEC Fiber Home Phone Starcode Guide

OEC Fiber Home Phone Quick Reference Guide down arrow

OEC Fiber Home Phone Quick Reference Guide

OEC Fiber Home Phone Nomorobo down arrow

Nomorobo Information

What is the difference between 2.4 GHz and 5 GHz? down arrow

2.4 GHz is more commonly used with older devices. It has a longer signal range, but can be more susceptible to interference from other wireless equipment like Bluetooth and baby monitors.

5 GHz is used by newer devices. It has a shorter signal range and may require repeaters or Wi-Fi extenders, but it runs at a much faster speed.

OEC Fiber’s network equipment provides both options and automatically connects your devices to the signal that provides the best connection.

Looking to optimize your home Wi-Fi network? Try our OEC Fiber Support App

How long is the wait for OEC Fiber? down arrow

Building OEC Fiber’s network involves laying thousands of miles of brand-new fiber optic cable along OEC’s existing electrical path. These fiber lines eventually run into your home or business, connecting directly to our optical network terminal (ONT). The ONT, provided free of charge with each account, then provides services directly to your devices via a wired or wireless connection. Our 100% fiber network allows us to offer unrivaled speeds without data caps to give you some of the best internet in the nation.

Our entire system build-out is essentially a huge construction project, so variables like weather can impact our timelines. We assure you that we are working as quickly as possible to bring our services to your street safely. Remember, our entire system will take several years to build out and we’ll have enough line to stretch from OKC to Athens, Greece when we’re all finished!

The following is a summary of what we do from start to finish to build out our network and ultimately get you connected. While we understand that no one likes to wait, our team is working quickly and diligently to get you connected as soon as we can.

1. Plan the network

OEC Fiber is following OEC’s electrical path in most places. This includes aerial and buried lines as well as many obstacles along the way. Once we have a basic idea of where we will install fiber, our crews conduct a ride out to ensure the planned design will work in reality. This can take anywhere from weeks to months. This stage often takes much longer for non-OEC areas because we must work to gather more data about the area.

2. Design the network

Once a path is planned, our crews take that information back to the office to finalize the system design. From noting the poles along our path to determining the number of subscribers along each path, huge amounts of time go into our system’s design.

3. Build the network

After our network is planned and designed – including detailed diagrams, maps, and spec sheets – we can begin construction. During this step, you’ll see general network construction, called mainline construction, occurring in neighborhoods throughout our service territory.

4. Bring Fiber to your home or business

The final phase of bringing our services to your home or business includes a multi-step installation. You can learn more about what it takes to install OEC Fiber services at your home or business by clicking here.

Why do I need a gig? down arrow

With up to 1,000 megabits per second upload and download speeds, our Fiber Gig plan offers enough bandwidth for everyone in your home or office and all your devices.

What can you do with that much bandwidth?

Technology is advancing every day. Even today, there are many use cases in which having gigabit capability enables you to do so much more. For example:

Streaming videos, movies, and TV shows.For some users with broadband connections, this is available to you today. However, with a gigabit connection, you can stream high-definition (HD) video content with little to no delays or buffering. More content continues to be available in HD quality, and you can see this trend with videos on YouTube. Not only can you stream video content, but you can also do so at amazing speeds. This means less time waiting and more time enjoying your favorite shows and movies.
Improved online experience for multiple users and devices connected to your network. Have you ever signed into a public wireless network and experienced slow browsing speeds due to the number of users signed on? This same issue happens in consumers’ homes every day as more devices (smartphones, TVs, gaming systems, computers, tablets and so on) connect to the web. As more devices sign onto your network using your bandwidth, each user’s speed decreases. With OEC Fiber, this is less of a concern because our speeds are much faster.
Video conferencing. Video conferencing is becoming more popular every day. Without sufficient speeds, video quality is poor and users can experience frequent disconnects or frozen pictures. With our Fiber Gig plan, these types of problems are no longer an issue, even if your video conference has several people connected at once.
Download and upload files, photos, and videos at incredible speeds. Most smartphones have high-powered cameras that can take amazing shots. These high-quality images increase the size of every photo or video file. When uploading these files to social networks or to the cloud, each file can take minutes to hours, depending on the file size. With a Fiber Gig connection, we cut these download and upload times down to seconds.
Play games. Online gaming is growing in popularity, and new games with high-quality video content require fast, stable connections, with low latency. With a Fiber Gig plan, you can play online games seamlessly.

Fun facts

With a gigabit connection, you can:

Stream—without buffering—at least 5 ultra high-definition videos (4K) simultaneously and still have enough bandwidth to send emails, play games, and surf the web.
Transfer data over the Internet faster than you can write data to a thumb drive.
Download data as fast as many computers can save the data to a hard drive.
Download an entire digital movie (14 GB) in a little under 2 minutes.

Internet Plans and Pricing down arrow

Residential Internet Business Internet

Learn About OEC Fiber down arrow

Who we are and why is the way we’re doing things differently than the rest.

OEC Fiber was founded on the same principles that brought us OEC over 80 years ago. We are reinvesting in Oklahoma by bringing high-speed fiber services to your homes, businesses, and schools. We understand that high-speed internet access is a key ingredient to a healthy 21st-century economy. Connected communities are proven to create jobs, attract new employers and directly jump-start local economies.

Here at OEC Fiber, we are managed and operated by employees who embody the same attitude and spirit you have grown to know and trust from OEC. We have also partnered with the best in the business to bring you exceptional service. Our expert partners, Trans-Tel, Conexon, Calix, and Momentum not only bring decades of experience but are dedicated to OEC, OEC Fiber and the members we serve. We are a local company here to improve your quality of life through the safe delivery of highly reliable, reasonably priced fiber services coupled with exceptional customer service.

The following are other ways OEC Fiber is different from the internet companies you’re familiar with:

Uploads as fast as downloads

Share pictures of your vacation faster than ever with upload speeds that match our download speeds.

No data caps

Use as much data as you need without worrying about data caps or overage fees.

Transparent pricing structure

No hidden fees, no equipment rental fees, no introductory pricing, no surprises.

No residential contracts

We’re so confident that you’ll love OEC Fiber that we won’t even make you sign a contract. You’re welcome to upgrade, downgrade or cancel your services any time.

Fiber all the way into your home or office

What’s the installation process? down arrow

In most areas, one of the last stages of construction is connecting your home or business to our fiber network. This happens after you sign up for our services. The list below explains what you can expect during this process. Simply expand each step to learn more.

We will communicate this information to you once you sign up, so please be sure to regularly check the email address you used to sign up for OEC Fiber so we can send you important updates.

Once the following four steps are complete, all you have to do is enjoy blazing fast fiber speeds! If you have any questions about your new services, feel free to call us at (405) 217-6868. We’re here to answer any questions you may have.

The Locate

Before we can begin installing fiber on your property, we call in a locate request with OKIE811. OKIE811 contacts facility operators who then come out, locate, and mark the proposed construction site so our crews can lay fiber safely.

Our crews paint a white line along the proposed fiber cable path.
Our crews call OKIE811 to request a locate
Public utilities have 48 hours (excluding weekends and holidays) after the call to Okie to come out and locate their existing electric, phone, water, cable and gas lines by placing flags in the ground.
After all public utilities are located by Okie within 48 hours of the locate request call, our crews will begin the drop within 10 business days. Occasionally, this can be delayed with variables such as weather and demand.

Things to keep in mind:

Please mark any obstacles, such as sprinkler systems, buried fences, propane lines, electrical lines for shops or fountains, etc., that may be buried in your yard. This helps to ensure no damage occurs during the drop process. You can learn more about how to locate private lines on your property by clicking here.
If you plan to do major renovations on your property, such as adding a pool, please mark this area.
Keep any backyard pets inside or otherwise secured while crews are working in your yard.
Unlock any locked gates or fences to provide access to your property and electric meter

The Drop

As our crews move along our planned route in your area, OEC Fiber certified installers bring fiber cables from our existing network to the side of each home or business signed up for our services. This process is known as a drop.

We will give you a call at the number listed on your account once we schedule this portion of the installation to let you know when our crews plan to begin work on your property.

When we arrive at your home or business, we will knock on your door or ring your doorbell to let you know we are working on your property. Even if you are not there, we will move forward with the locate and the drop.

An OEC Fiber certified technician will splice a fiber cable from our existing network to pull through your property and to the side of your home or business. Our fiber lines typically follow the existing electrical path on your property.
We will bury this fiber cable by trenching or boring the path along the white line placed during the locate.
This fiber cable will connect to your home or business inside of a Network Interface Device (NID), which is typically installed on an exterior wall near your electric meter. The NID is pictured to the right.

Things to keep in mind:

Please mark any obstacles, such as sprinkler systems, buried fences, propane lines, electrical lines for shops or fountains, etc., that may be buried in your yard. This helps to ensure no damage occurs during the drop process. You can learn more about how to locate private lines on your property by clicking here.
If you plan to do major renovations on your property, such as adding a pool, please mark this area.
Keep any backyard pets inside or otherwise secured while crews are working in your yard.
Unlock any locked gates or fences to provide access to your property and electric meter.

The Light Reading

Once your drop is complete and the NID is on the side of your home or business, we need to conduct a light reading. This often includes more splicing to connect your home to the OEC Fiber network. During the light reading, we make sure the light traveling through the fiber connecting your home or business to the internet isn’t getting lost along the way. This ensures blazing fast internet speeds and a crystal clear fiber connection.

Things to keep in mind:

Light readings must happen after the drop is completed, so you will see a NID on the side of your home or business before the light reading is completed.
We will contact you after the light reading is complete to schedule your in-home or in-business installation.

The Interior Installation

Once your light reading has been completed, you are ready for the interior installation. This is when our OEC Fiber certified installation specialists install your equipment and get you online. It is the last step in the installation construction process.

We will call you at the number listed on your account to schedule your in-home or in-business installation and finalize your package selections. Our installation specialists will bring everything they need to install services in your home or office.

Our installation specialist will call or text you when they’re on their way.

Things to keep in mind:

Someone 18 years old or older must be present for this portion of the installation.
Your locate, drop and light readings may happen quite a while before your interior installation. We will contact you to schedule your installation appointment as soon as we are ready to complete this final step in the install, so no need to worry.
Our OEC Fiber certified installers will bring all of the equipment they need to finish your installation so you don’t have to worry about purchasing anything prior to your installation appointment.

How do I know if fiber is available in my area? down arrow

Check Availability

I don’t want to call. How else can I contact you? down arrow

While calling is best, we understand that it may not always be an option. You can email us at member@okcoop.org or reach out to us on social media.

Facebook Instagram Twitter

What is a Sun Outage? down arrow

If you notice channels being briefly interrupted, it could be from sun outages. Twice a year, around October and March, the sun aligns so that TV satellites are directly between the sun and the receiving dishes.

The sun’s rays overwhelm the satellite signal, causing brief outages for about 10 minutes per day for about a week. The time of the outage varies by which satellite a channel is using, but they are generally in the late afternoon. If you notice a channel is out longer than about 10 minutes, please contact technical support at (405) 217-6868.

How to activate watchTVeverywhere™? down arrow

1. Go to www.watchTVeverywhere.com.

2. Select OEC Fiber TV as your provider from the dropdown list at the top of the screen.

3. Click “Register”.

4. Enter your OEC Fiber TV account number and the last name on your account.

Note: the first registered user for watchTVeverywhere™ must be the named account holder, age 18 or older and will be considered the Primary User.

5. Complete the form and click “Submit”.

6. Check your email for a message from watchTVeverywhere™ and click the validation link in the message.

7. You can now log in, see which networks are available for your account and start watching.

Where do I go to report construction or installation issues? down arrow

We have launched an online Loss Claim form to make it easy to report any issues or concerns you have about our crews, the construction we’ve done in your area, or your installation. Click the button below to visit our Loss Claims form to get started.

If you have any questions or would like to speak to someone about your issue or concern, feel free to call us directly at (405) 217-6868.

Loss Claims Form

Pay Without Logging In down arrow

You can pay your OEC Fiber account balance without having to login by visiting the following page. You will need to know your account number and the last name, or business name on the account.

Pay Now

Reset Your Smarthub Account Password down arrow

Smarthub Password Reset

Can I cancel, upgrade or downgrade later? down arrow

Absolutely. We are so confident that you’ll love our services that we will not require an annual contract for residential internet, phone or TV services. You have the freedom to upgrade, downgrade or cancel at any time. Simply call us at (405) 217-6868 to make any changes to your account.

Manage Your Account down arrow

You can manage your account through SmartHub.

SmartHub^® is the system OEC Fiber uses to provide online account management services.

Pay* by Visa^®, MasterCard^®or Discover^® with no convenience fee
Sign up for recurring payments with Auto Pay
See real-time billing and account information
Set up and manage email and push notifications regarding your account
View most recent billing history

Get The SmartHub App Go to SmartHub

More information about OEC Fiber network equipment down arrow

GigaCenter

GigaSpire

Plume

OEC Fiber Business Phone Resources down arrow

Watch our Business Phone “How To” videos here

Need Help?

Chat with an OEC Fiber Subscriber Support Representative!

Experiencing connection issues?

Frequently Asked Questions

1. Plan the network

2. Design the network

3. Build the network

4. Bring Fiber to your home or business

With up to 1,000 megabits per second upload and download speeds, our Fiber Gig plan offers enough bandwidth for everyone in your home or office and all your devices.

What can you do with that much bandwidth?

Fun facts

Who we are and why is the way we’re doing things differently than the rest.

Uploads as fast as downloads

No data caps

Transparent pricing structure

No residential contracts

Fiber all the way into your home or office

The Locate

Before we can begin installing fiber on your property, we call in a locate request with OKIE811. OKIE811 contacts facility operators who then come out, locate, and mark the proposed construction site so our crews can lay fiber safely.

Things to keep in mind:

The Drop

As our crews move along our planned route in your area, OEC Fiber certified installers bring fiber cables from our existing network to the side of each home or business signed up for our services. This process is known as a drop.

We will give you a call at the number listed on your account once we schedule this portion of the installation to let you know when our crews plan to begin work on your property.

When we arrive at your home or business, we will knock on your door or ring your doorbell to let you know we are working on your property. Even if you are not there, we will move forward with the locate and the drop.

Things to keep in mind:

The Light Reading

Things to keep in mind:

The Interior Installation

Once your light reading has been completed, you are ready for the interior installation. This is when our OEC Fiber certified installation specialists install your equipment and get you online. It is the last step in the installation construction process.

We will call you at the number listed on your account to schedule your in-home or in-business installation and finalize your package selections. Our installation specialists will bring everything they need to install services in your home or office.

Our installation specialist will call or text you when they’re on their way.

Things to keep in mind:

GigaCenter

GigaSpire