FAQs

If you don’t find an answer to your question below please contact us at info@waldobroadband.org

or go to Direct Communications Website

The Big Question:

When will I get my new fiber installation?

  • The current completion (all locations online) date in the contract is October 15, 2026. Several milestones, including pole applications with utility companies and make ready work, need to be accomplished before the network construction can begin. DCR is actively working on the project and will adhere to the timeline established in the contract agreement with the Maine Connectivity Authority. If you have signed up you will contacted by Direct Communications to let you know your install has been scheduled.

I live in a remote area do I qualify?

  • There are a very few locations that were not included in the grant. The best way to find out if you qualify is to sign up for service. If you are informed you may not qualify you should contact Direct Communications. Their customer service is open Monday-Friday 8am-4:30pm phone 207.948.3900 or email at cs@directcom.com.

    Signing up for Service and Equipment Needs:

  • If I sign up now, do I have to pay anything or submit my credit card? No, you will not be billed until you are connected. You may opt to change your plan at that time or in the future.

  • What equipment will I get at no extra charge? Direct Communications “DCR” provides and installs the ONT and NID at no charge. DCR also offers Direct Protect+ Wi-Fi Network Security package with GigaSpire Router for an additional cost.  If you decide not to get the Direct Protect+ Package, you can plug in your own router to the ONT. 

  • What is an ONT? An optical network terminal “ONT” (also known as a modem) is a device that connects fiber optics cables to other wiring such as Ethernet by converting the signal from optical to electrical and vice versa. The ONT DC will be providing is a Calix GigaPoint GP1101X ONT (2.5 Gigabit) on all installations with or without the WIFI Security Package. More Info

  • What is a NID?  It is a Network Interface Device that connects high-speed fiber internet to your doorstep. In simple terms, the NID acts as a translator between your home and the digital realm. The NID goes on the outside of your house. You need both a NID and ONT for fiber connections. More Info

  • Will they be drilling a hole in my house? Yes. DCR will install a NID (box on the outside of your house) and drill a small hole to mount your ONT(inside the home).

  • What is a Wi-Fi Router?  While you could directly attach devices to the ONT using an ethernet cable, the WIFI Router is a device that wirelessly transmits the internet signal from DC to the devices in your home.

  • What is the monthly cost for DCR’s Direct Protect+ with GigaSpire Router?  The cost is $17.50 monthly, in addition to the cost of your internet plan. For example, a 300/300 connection with the Wi-Fi Router and Security package would be $47.50 monthly if you sign up paperless billing.

  • What Model Router would I get with the Wi-Fi Security Package? DCR offers the Calix GigaSpire Blast router model: GS4220E (1 Gigabit) 

  • Can I buy my own router? Yes, DCR will only support your connection up to the ONT where you would plug in your router. They will not provide technical support for customer-owned routers. In other words, if you own your router and are having trouble getting online, you can call DCR technical support for free, and they can confirm if your ONT is working. If it is not, they will fix it at no extra charge. If DCR confirms your ONT is working, you are on your own to troubleshoot the problem.

  • Do you recommend buying my own router or renting from DC? Buying your own router or purchasing the Direct Protect+ GigaSpire Router is a personal choice. 

  • Will signing up early get me the internet sooner? It is not “first come first serve” service.   DCR encourages those interested to sign up at directcom.com. They will contact you once the service is ready to be installed in your area.  

Installation of Service:

  • When will I get my new fiber installation? The current completion (all locations online) date in the contract is October 15, 2026. Several milestones, including pole applications with utility companies and make ready work, need to be accomplished before the network construction can begin. DCR is actively working on the project and will adhere to the timeline established in the contract agreement with the Maine Connectivity Authority. 

  • Will DC charge me to install my connection? If you sign up during the initial construction phase, there will be no installation charge. After the construction phase, there is a $100 installation fee.

  • I am interested in buying property in the WBC area? Will there be internet available at this property? Go to directcom.com and complete the signup information. If the address is not listed in the service area, contact DCR directly for more guidance.

  • How far (at no charge) will DC run my fiber?  Barring unforeseen issues, DC will build a 1000 ft drop at no cost to the customer. 

  • Can I request my fiber be buried (ditched) instead of an aerial line if I don’t have conduit already available? If there is an existing, usable aerial drop and the customer requests a buried service, DC reserves the right to charge a fee.  These will be evaluated on a case-by-case basis.  

  • Will my connection work when the power goes out at my house? No, you would need a battery backup or generator for your home equipment. DCR equipment has battery back-up for several hours, and they are proactive with placement of generators during severe wind and winter storms; however, there are unforeseen circumstances such as damage to fiber cable, where service to homes is affected by power outages.

  • Are there specs I should know if I want to install my own conduit?

    ·Minimum depth of conduit 8-12" for Subscriber installed conduit.

    · There is no requirement on depth on the customer side underground per the N.E.C.

    · Size requirement of the conduit should be 1.5"  (fits DC caps)

    · Maximum degree of sweep can be 90 degrees per bend as long as it's a sweep and not a hard 90. It is recommended that conduit should not exceed 180 degrees total of sweeps in total for the run.

    · No identified maximum distance on conduit runs.

    · String is preferred. but if no string is present we can suck a line through with the vacuum.

    · Customer installed conduit is the customer's responsibility after the install.

    ·DCR will lay conduit in an open trench, as far as allowing the customer to place our line in a pre-dug trench.

Landline Phone and Email Service:

  • Can I use a cell phone and drop my Consolidated Com phone completely? Yes!  Contact Consolidated directly with questions on termination of services and options available, including VoIP.  Will DCR provide phone service? Not yet, but they may offer VoIP service in the future. You can keep your landline with Consolidated.

  • What about my email I currently use username@fairpoint.net. Can I still use that? If you wish to keep your Fairpoint email address, please contact Consolidated directly to inquire about details and cost. Will I be getting another email address from DC? No, but you can get a free email account from Google or Yahoo for example. Here is a list of a few free email services.

Other Questions/Concerns:

  • Will there be any programs for folks who can’t afford devices? The WBC digital equity committee will be helping folks access refurbished laptops or tablets equipment from “Give It Get It”, an organization in Waterville. There may also be a program to help with purchasing routers.

  • What will WBC do with its current funds and any additional funds contributed by DC? WBC will use its funds to support Digital Equity initiatives and various programs that will benefit the WBC communities and its residents. This includes partnering with the National Digital Equity Center (NDEC) to address public computer access needs and provide digital skills classes, both in-person and online, in all five towns.  

  • I have StarLink. Why should I consider a fiber optic connection? We don’t make recommendations on these types of decisions. We can safely say that DCR offers faster symmetrical speeds at lower rates than other options available.

  • What is the status of the project?  There are many steps in the construction process before installations begin at the customer locations   Please see Direct Communications Construction Phases PDF. We are currently at Phases 1 and 2.