Frequently Asked Questions
How does terrestrial FWA (fixed wireless access) differ from satellite service?
​Terrestrial Fixed Wireless Access (FWA) delivers internet through ground-based towers to a fixed antenna at your location. This setup generally means lower latency (in milliseconds), faster speeds, and fewer weather-related interruptions than satellite internet, which relies on signals sent to and from space and typically experiences higher latency.
Will I be charged to use equipment installed at my home?
No. Bluegrass Fiber owns all equipment (antenna and router) provided for your installation and does not lease or add fees for their use. Additionally, this comes with a Lifetime Guarantee: if any equipment malfunctions or is damaged (except due to neglect or abuse), BF will repair or replace it at no cost. At Bluegrass Fiber, we value consideration—charging customers for required equipment would go against this principle.
Is there a data cap?
No. You won’t encounter any data limits or overage charges, you are simply restricted based off the speeds your plans outline.
Which BF plan should I choose?
The best plan depends on your internet usage habits and the number of devices you have. Activities like streaming, gaming, or remote work typically require higher speeds. Our technicians can recommend the ideal plan based on your needs.
Will the technician set up my router?
​Yes. As part of our White Glove Service, the technician ensures your internet works and assists with device connections.
What if I want my router in an interior room or need a custom installation?
We understand some homeowners have specific requirements. If your needs extend beyond the standard two-hour installation, custom work is billed at $50 per additional hour. Only complex installations requiring extra time or parts incur this charge; unavoidable overruns on standard installs are not billed.
What is wireless interference?
​Wireless interference happens when Wi-Fi signals are disrupted by other electronics (cordless phones, Bluetooth, baby monitors, nearby routers), potentially causing slow speeds, buffering, or disconnects—an issue that affects all providers.
When can I change plans, and does it cost anything extra?
Any time! The only charge associated with switching plans is the possibility of prorated bills for the number of days on each plan IF the change isn’t made on the first day of a new billing cycle.
Are there any additional charges on my monthly bill?
No. We don’t tack on extra fees for data usage, taxes, surcharges, or equipment. For example, if your chosen plan is $79.99 and you haven’t added other services, your monthly bill stays at $79.99. Bluegrass Fiber was established to deliver affordable, reliable broadband to rural residents, and that includes keeping bills transparent and consistent.
What’s included in standard installation?
Certified Bluegrass Fiber technicians handle all installations. They’ll first assess your property to determine the best antenna placement for signal strength. The antenna mounts to your home, then an ethernet cable connects it indoors to a power supply and the supplied wireless router for Wi-Fi access. After everything is set up, the technician helps you customize your Wi-Fi name and password, and assists in connecting your devices. Most standard installations take less than two hours.
What does the antenna look like?
​Our antennas vary in type but are usually similar in size to a large laptop. They're mounted to your home or another on-site structure with a clear line of sight to our tower.
Can I select my antenna’s placement?
Within reason. To ensure optimal signal and reliability, our skilled technicians determine the antenna’s position during the site survey. This typically means mounting it high enough—often at the roof’s peak—to avoid obstructions. It's rare for the antenna to be placed directly on the rooftop. Technicians will do their best to accommodate customer needs. Additionally, they will approve all work with the customer before it is performed.
Can I decide where my router goes?
Yes. You may choose any room with an exterior wall less than 12” thick, and our technician will advise you during installation. Our WiFi 6 routers cover a standard home; larger homes can add mesh routing for an extra monthly fee.
Why does streaming buffer or appear low-quality?
​Buffering is commonly due to weak Wi-Fi, network congestion, or unstable connections. Using a wired connection, rebooting devices, lowering video quality, or reducing simultaneous bandwidth use can improve performance.
Why am I receiving emails about my billing?
You will receive two emails each month even if you have Autopay set up. Your autopay card will not be charged until the due date of your bill. If the card is valid and has the funds necessary, you can disregard the reminder emails.
What does the antenna look like?
​Our antennas vary in type but are usually similar in size to a large laptop. They're mounted to your home or another on-site structure with a clear line of sight to our tower.
SECRETS THAT OTHER ISPs DON’T WANT YOU TO KNOW
Why does my streaming service lag when I still get good speed tests?
Some ISPs use what they call QOE software. It’s a system that can limit or prioritize certain types of data traffic over their networks (Traffic Shaping). This is used from load balancing congested points of a network, to making sure that their preferred websites can be as fast as possible.
Bluegrass Fiber does not use any of these systems and only ensures that the speeds you get are what you selected and plus some if possible.
Call Centers. Why?
It’s not really a secret, but some companies use call centers in and out of the United States to service their customers. It’s a financial thing for them to use outsourced support personnel.
Bluegrass Fiber is Locally Owned and Operated. Our CARE Team are residents and locals of the areas we provide service to. So, we know what you are going through and what you are telling us. You can call, text , leave an email or voice message and we will support you as fast as possible.
Some ISPs will use contractors.
Other ISPs use contractors to install and service your location. This is a cost effective way to provide for an area. The downside is, you never know who will show up. It’s always different people, different vehicles, and different skill levels.
Bluegrass Fiber use our own technicians trained in house to our standards. We drive company marked vehicles, and you always know who your technician will be. We try to be very minimal with your service, because we aim to have high standards of service. But over the course of years, our technicians have developed familiarity with our customers. After all, do you want strangers in your home? We are happy that you are part of Bluegrass Fiber, and we look forward to serving you in the years to come.