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Frequently Asked Questions


Fiber To Home Basics

Plateau Fiber is offering a bundle of exciting new services over an advanced fiber optic network which is unavailable from any other service providers in our region and rarely available in other parts of the entire country. These services include ultra-fast 1 Gbps Internet connection, paired with crystal clear high definition TV and home phone service.

One gigabit per second (Gbps) is a 1,000 megabits per second (Mbps) connection. A gigabit is 100 times faster than the Internet connection that most Americans have today, allowing you to get what you want instantaneously. You no longer have to wait on things buffering; it'll be all ready to go when you are. So whether you are video chatting, uploading family videos, or playing your favorite online games, all you need to do is click and you're there.

Gigabit Internet makes everything you already do online up to 100x faster. No more waiting to buffer videos or upload photos. You can also have multiple people online at the same time on this super-fast Internet connection without affecting each other's superior level of experience. A gigabit is the Internet experience of the future. Here is a brief list of its advantages:

  • Web browsing with instant page changes and no buffering.
  • Gamers will enjoy a truly rich, more immersive multi-player experience.
  • Stream multiple movies simultaneously on devices throughout the home.
  • The future promises everything from virtual doctor visits, remote access to the classroom, and even live participation in civic events, right from your living room.

Some customers in the existing fiber neighborhoods can sign up for service today and be scheduled for installation once a new fiber cable is installed to the house (if it doesn't already exist). Customers with existing Plateau fiber service can convert their existing service plan to one of the new, ulta-fast Internet plans immediately. Customers in the new construction overbuild areas can have services available as soon as early summer, depending on how fast your Zone reaches the pre-registration goal.

We are committed to providing exceptional services to our entire service area. We are evaluating the options for expanding these services to other communities as this project progresses. Please stay tuned to our website and Facebook page for additional information in the months to come.

Our experience centers are locations where you can come to experience what a gigabit is like, view our crystal clear Plateau TV, ask questions, Pre-register and sign up for service. We currently have experience centers at our headquarters location, 7111 N. Prince Street.

Yes, we have been providing business services over our state of the art fiber network for almost 10 years. Businesses have different service offerings available to them. Please contact a business sales representative at 1-877-752-8328 or 575-389-5100 for additional information.

No, Plateau already provides Internet services to businesses in your community. We would be happy to discuss providing Internet access for your business and offer a solution that we're confident will be competitive. No preregistration required! Call 1-877-752-8328 or 575-389-5100 for more information.


Pre Registration

Pre-registration is required to determine the neighborhood(s) to build first and to ensure there is sufficient interest for Plateau Fiber to invest the capital required for construction.

It is up to you! Pre-registration is open to individuals living in one of the many zones of Clovis, Las Vegas, Los Lunas, and Roswell - only the neighborhoods in the Zones that reach the pre-registration goal will be built. Timing of a zone being built once it qualifies is based on when the zone qualifies. As zones qualify they are placed in line behind the previous qualified zones, first come; first serve.

Pre-registration is limited to the actual zones defined on the map for Clovis, Las Vegas, Los Lunas and Roswell. If your home address is not in one of these zones, you cannot pre-register at this time but you can submit an email expressing interest that will be taken into account when planning future expansions.

Please double check to make sure you've entered your address correctly. If you still cannot find it and believe your residence is in the Phase I build area, you can submit a request to have your address reviewed by our team through email at PlateauFiber@plateautel.com.

Great! The first thing you'll be able to do is see the status of construction and which zones are scheduled next in Clovis, Las Vegas, Los Lunas, or Roswell. Once your Zone has reached the pre-registration goal, we will notify all pre-registered residents in that Zone of the exciting milestone via email- "Plateau Fiber is coming to your neighborhood!". We will then continue to update you on the status of construction and the next steps for you to get Plateau Fiber services in your home. As mentioned above, once your zone qualifies it will be put in line behind the previous zones that have already qualified to be built. We will send you an email update as we get closer to beginning construction of your zone.

Once it's almost time to bring you Plateau Fiber service, we will send you an email with the service order attached. Please fill out the service order and email it back to us with your required services checked. Once we arrive at your home on installation day we'll bring your fiber connection from the alley up to your home and install all subscribed services.

Yes, once your neighborhood is qualified, we are committed to constructing Plateau Fiber in your area and you can sign up for service, at any time. If pre-registration is still open for your Zone, feel free to go ahead and pre-register. By pre-registering you will receive priority installation of services over others that did not pre-register and it will give you the $20 discount on your first month’s bill.

Thanks for your interest in Plateau Fiber; however, but for now, we can't commit to building in your neighborhood. If you pre-registered for service you'll receive a refund of your $10 pre-registration fee within thirty days of after we have closed pre-registration.

If your neighborhood does not qualify, your $10 pre-registration fee will be mailed to the address you used to pre-register within 30 days of pre-registration closing.

If you've pre-registered for service, we'll send you an email once your neighborhood qualifies. If you didn't pre-register for service, you can confirm your neighborhood's status by viewing the Clovis, Las Vegas, or Roswell maps.

We will only refund the $10 pre-registration fee if your Zone did not reach the pre-registration goal. Otherwise, you will forfeit the pre-registration fee if you do not purchase Plateau Fiber services.


Services

No. You must subscribe to one of the Plateau Fiber Internet packages to have access to Plateau TV or Plateau Fiber voice services.

Plateau TV is a new and exciting experience. It includes crystal clear HD and whole home DVR on any TV that you connect to Plateau Fiber. We think it's pretty great and we'd love for you to check it out. However, if you want to keep your current TV plan and still get Plateau Fiber, you can select a non-Plateau TV plan.

Yes, it works with standard Wi-Fi routers. Wi-Fi is slower than wired connections and Wi-Fi connection speeds can vary based on technology, distance, and other factors. For the best Wi-Fi experience, a Wi-Fi router and user device should meet the latest 802.11ac standard.

Not necessarily. This depends on the age of the computer and how many software programs are running simultaneously on the computer. In order to take advantage of gigabit speeds, you'll need a computer or laptop that supports a gigabit (in geek terms, this means having a 1Gbps 1000BaseT network interface card). Most new computers and laptops already support gigabit speeds. If you're not sure whether your computer or laptop supports these speeds, consult your computer documentation and look for the following terms: 1000baseTx or 1000Mbps or 1Gbps or GigE.

No way! We want you to use and enjoy your broadband or gigabit connections. There are no caps or limits to the amount of data you can send or receive.

Plateau TV takes advantage of both fiber optic and 100% digital technologies to deliver an ultra-high quality digital TV experience. Because of our inherent advantages, we provide a whole home DVR solution allowing you to record up to 6 different HD TV shows simultaneously and watch them on any Plateau TV television in the home. With the full Plateau TV bundle, we can provide an awesome user experience that allows you to watch Internet TV from providers like Netflix and Hulu with a simple user interface. Combined with a robust channel package and crystal clear high definition, Plateau TV is a new and exciting experience.

* Viewing Netflix content requires a Netflix unlimited streaming membership. Viewing HULU content requires a HULU account; visit Netflix.com or Hulu.com for more information. Viewing Internet TV depends on other factors, including the number of HDMI inputs on your TV.

Our Digital Preferred TV package will have 175+ channels; our Digital Premier TV package has 200+ channels; and our Total HD choice 260+ channels. In addition, we have several al-a-carte add on options, like HBO, Showtime, Cinemax, Starz, and Premium sports packages.

Please see channel listings for the full channel lineup and details on optional content. We are adding more channels all the time. If you don't see your favorite channel, click here to let us know!

An HD DVR plus two additional HD Receivers with whole home DVR are included in the Plateau TV package. You may add up to two additional HD Receivers for $6 each/month for any additional rooms beyond the first three.

Currently our system supports up to 5 HD Receivers.

Plateau TV was built to support leading industry standards and should work with devices you have today. If you experience a problem, just let us know.

Yes. The exciting news is we have local channels from Amarillo and Albuquerque!

You will be able to store approximately 400 SD hours or 200 HD hours or a combo of the 2.

You will be able to record up to 6 channels at once.


Sign Up and Installation

You can sign up for your Plateau Fiber service plan any time after your Zone meets the pre-registration goal. If you pre-registered, you will be notified via email or you can keep track of your Zone's status on our website or Facebook page.

You start paying for service after Plateau Fiber is built to your home and we have installed your services. You can change your mind or change your service plan any time before installation in your home. After your services are installed, you can upgrade your service plan at any time; however, if you cancel services prior to the end of your contract term, fees are associated with early termination. Please review the subscriber agreement for details.

After you choose your Plateau Fiber service plan, you do not have to do anything more. A customer support specialist will contact you via phone or email to schedule your installation appointment.

Please give us a call at 1-877-752-8328 or 575-389-4128 and we can help you reschedule.

There are two phases in building out fiber in a zone. The first phase is to bury fiber in alleys or down streets for the main lines and to install our main cabinets. Testing of the cabinets and network takes place during this phase. During the second phase you will receive an email with our service order attached, which you will need to fill out and email back so we will know which services you require. You will then be contacted for scheduling installation for your subscribed services. Our installers will go over all the details with you when they arrive to make sure you're comfortable with exactly what is being installed and where it is going, but here's a basic overview for now:

  • On the day before your installation appointment: We will call you to confirm your appointment and we will need an authorized person over the age of 18 to be at the home. Normal installation times will vary; data installs are allotted 3 hours, and a combined data and PlateauTV install is allotted 6 hours, but could be longer depending on home type and other unforeseen factors.
  • At the beginning of the installation, one segment of the crew will bury the fiber from the alley or street to the designated entry point of the home. The other segment of the crew will begin preparing for the fiber to be installed inside the home.
  • On your installation day the first thing we'll do is drill a small hole in an exterior wall to bring the fiber inside. Then, we'll cover the hole with a mounted wall plate on the interior wall and install the Fiber Gateway and optional battery backup inside your house
  • Our installer will work with you to decide where to install the Fiber Gateway and any Plateau TV Set Top Boxes.
  • Once everything is installed our crew will verify everything is working to your satisfaction plus provide information and training on the services if needed. Please feel free to ask our installers questions.

Sure! We provide up to 5 free email addresses for every residential Internet customer. You can also continue to use any other email service with Plateau Fiber depending on restrictions from your current email provider.


Billing and Support

The default billing date for new services is on the 8th of the month. On the 10th of each month, you'll receive email notification that your bill is ready to be viewed and paid. Your bill will be due 19 days after the bill date, the 27th of each month. You can pay by cash, check or credit/debit card. You can pay by mail, in-person, or on-line (check or credit/debit only). You can even use your myPlateau Android or iOS application to view and pay your bill.

We will not store your credit card information during the pre-registration process. Once services are signed up for and established at your residence, you will then be able to set up automatic payments either online or through our customer care department. The automatic payment can be either credit/debit card or direct draft from you banking account.

We will initially sign you up for billpay and you can access and pay your bill online. If you still want to receive a paper bill, you can select to do so when you sign into your billpay account.

This depends on which Plateau Fiber package you choose. Please go to our pricing to view our plans. After you sign up for your plan, you'll be able to see a full summary of your costs. These plans are subject to taxes and fees, which will vary based on your state and county.

Your service may be suspended if you do not pay your outstanding balance within 30 days.


Apartments (MDUs)

Plateau Fiber needs permission from the owner of the MDU property to install the fiber optic cable on the property. We will be reaching out to all MDU owners and would like for you to let the property owner know you are interested in receiving Plateau Fiber.

Yes, because it is outside of your control. We will refund the registration fee once we have confirmation the owner will not permit Plateau Fiber on the premises.

Thanks for your interest. We'd love to talk with you about bringing Plateau Fiber to your building. Please contact us at PlateauFiber@plateautel.com and we can give you more details about the agreement that we would need in place to bring Plateau Fiber to your building.

Yes! Even though a Fiber drop will be installed into your unit, you should still pre-register to make sure your Zone meets the pre-registration goal. You will also need to sign up for Plateau Fiber services to complete the process.