Frequently Asked Questions

General

View general information about the services Connexion provides.

View General FAQs

Construction and Installation

Learn more about Connexion's construction process.

View Construction FAQs

Technical Support

Get answers to common questions regarding setup and use.

View Support FAQs

Billing, Payments, and My Portal

Discover how to pay your bill, view statements and transactions.

View Billing FAQs

General Questions

What is Fort Collins Connexion?

Fort Collins Connexion is the new community-owned fiber network. Fort Collins Connexion will bring high-speed internet, advanced video, and telephone services to the residents and businesses of Fort Collins.

How will I know when I can sign up?

The Connexion Team will be notifying residents and businesses directly as soon as service is available to order with a sales door hanger. If you have a no soliciting sign on your property you will not receive a door hanger but will get an email (as long as we have a valid email on file) as well as a direct mail letter. To ensure you receive an email notification, visit fcconnexion.com/residential and fill out the form at the bottom of the page.

When will construction happen in my area? Can I see a map?

We will not be releasing maps or timelines regarding construction or service availability. That would release proprietary information that could be misused by competitors. Instead, we are proactively notifying residents before work begins in their neighborhood.

The full build out for Connexion service to Fort Collins city limits is Q4 2022.

I’ve signed up for Connexion Service. What happens next?

First, a Customer Service Representative will schedule your installation time. If you sign up online, you will be able to schedule your install during the order process.

Next, locates will be done on your property to mark existing utility lines prior to Connexion crews digging. An outside installation crew will come to your home a few days prior to your in-home installation to run fiber from a small vault in the right-of-way called a “flowerpot” to a small box called a Network Interface Device (NID) on the side of your home. This involves digging a small trench to bury the fiber underground. Crews take measures to help keep the construction area clean and reduce impact on the landscape. It is always our goal to leave your property looking perfect after crews complete installation.

On the day of your in-home install, our inside installation crew will bring fiber from the NID to the inside of your home and connect it to the Optical Network Terminal (ONT) provided by Connexion.

What is broadband?

Broadband is a high-speed communications network that can support many different communication services.  This term is commonly used to describe different types of internet services delivered at speeds significantly faster than those available through “dial-up”. The Federal Communications Commission’s National Broadband Plan now defines broadband service as providing a minimum of 25-megabit (mbps) download speeds and 3 mbps upload speeds.

What is the difference between broadband and internet?

Broadband is the communication network. The term broadband commonly refers to high-speed internet access that is always on and faster than the traditional dial-up access.

What is fiber?

Fiber to the home (FTTH), also called "fiber to the premises" (FTTP), is the installation and use of optical fiber from a central point directly to individual buildings such as residences, apartment buildings and businesses to provide unprecedented high-speed internet access. Fiber is more cost-effective, eco-friendly, provides virtually unlimited bandwidth and is more reliable, requiring less maintenance once it is constructed.

Why fiber? Why now?

The City recognizes that a fiber-connected city created advantages over a disconnected city.  With the growing importance of high speed internet within the economy, to support the needs of our community and local businesses as well as improve our citizen’s daily lives, securing gigabit-speed internet across the City’s growth management area (GMA) is crucial.

Why is fiber optic cable now being connected directly to homes?

Connecting homes directly to fiber optic cable enables enormous improvements in the bandwidth that can be provided to consumers. While cable and DSL providers are struggling to squeeze small increments of higher bandwidth out of their technologies, ongoing improvements in fiber optic equipment are constantly increasing available bandwidth without having the change the fiber. That’s why fiber networks are said to be “future proof.”

What is gigabit internet?

Gigabit internet means that 1,000,000,000 bits of data is transferred through fiber optic cables in one second. Fort Collins Connexion (1 gigabit internet) is roughly 85x faster than average DSL speeds. Note: Speed comparison based on maximum download speed of Connexion service (1 Gbps) vs. average DSL speed of major U.S. DSL providers (< 11 Mbps) per 2016 Measuring Broadband America – Fixed Broadband Report.

What is the difference between a symmetric and asymmetric connection?

Symmetric connections have the same downstream speeds as upstream. This means that you can send a file to someone else just as fast as you could get it from them. Asymmetric connections tend to offer much slower upload speeds, which can slow usage of the modern internet to a crawl. Both cable and DSL networks are typically asymmetrical by design.

Will this affect my taxes or electric rates?

No. Only Connexion subscribers will be billed/pay for the service. Fort Collins Connexion network is funded by bonds which will be paid back using subscriber fees.

I live in the GMA (Growth Management Area), when will I be able to get service?

Under the current business plan broadband would extend throughout the current City limits and will extend into the GMA when those areas are annexed.  Current capital spending estimates are for the City limits only.

Construction and Installation

When will construction be coming to my neighborhood?

Connexion crews are working in various locations across the city.  The first sign that crews are coming to your neighborhood are flags and water soluble spray paint marking where current utility services are located (Electric, water, gas, etc.) You will receive a construction door hanger a minimum of 48 hours prior to a crew coming into a neighborhood. We also post notifications on Nextdoor.com.

Why did I receive a construction door hanger?

As a courtesy, Connexion crews along with Atlantic Engineering Group (AEG) are placing door hangers on all homes in a neighborhood 48 hours in advance of doing any work. The door hanger includes a dedicated phone number, (970) 674-7800, that homeowners can call with any questions or concerns.  

Why are there flags in my yard?

The reason flags have appeared in your yard is because Connexion crews are planning to do work. Engineers request to have utilities marked out so that they can design our new fiber-optic network around them. It's critical to ensure any work done does not negatively impact light & power, water, stormwater or natural gas lines. This practice is often referred to as Subsurface Utility Engineering. If you happen to notice that these flags have shown up in your entire neighborhood, this is likely the case. Please keep in mind that the flags may be there a few weeks prior to work actually being done. 

Who should I contact about locate flags or markers?

In addition to the identifying color, each locate flag will identify the specific utility that had it placed.  You can contact that utility for any additional information or concerns about the flags and their placement or call Colorado 811 at 303-232-1991.

Once it’s safe to remove the markings, does the paint wash off?

Yes, the paint is water-soluble or water solvent. Each color correspondes to a specific type of underground infrastructure.

My lawn was affected - what do I do?

Connexion crews along with Atlantic Engineering Group (AEG) may have to dig in the public right-of-way which abuts your property.  If digging occurs, crews are required to restore the affected area. This may include seeding or laying fresh sod.  Additionally, crews will leave a Lawn Restoration door hanger with instructions on how to care for the affected area, along with a dedicated phone number, (970)674-7800. If you have questions or concerns, please call this number to speak with a project manager.  

What is a public right-of-way?

Right-of-Way (ROW) is the city-owned strip of land from the edge of the street back about 3 to 10 feet. Its purpose is to allow the city to build and maintain the street, curb and gutter, storm sewers and possibly underground utilities. This land is the responsibility of the landowner but the city has the right to determine what takes place there. A right-of-way may include curbs, sidewalks, and utilities. Since the depth of a ROW varies from location to location, a survey needs to be conducted or property records reviewed to determine the exact dimension of any given right-of-way.

What is a private line?

A private line is a utility line on private property that is the responsibility of the property owner. Private lines should be marked by a privately-hired locating company. The City of Fort Collins does not maintain a list of private locating companies.

What should I expect from my installation?

Your install will happen in 2 phases: 

Pre-Installation – a team will direct bury the fiber from the small flowerpot vault in front of your home to the side of your home. Usually 4-10 days before your scheduled installation window.  

 In Home Install – an installer will come at a scheduled time to pull fiber into your home, hook up your ONT (optical network terminal) and set up your service. 

Where will the NID be located? Can I ask for a particular location?

The NID or Network Interface Device typically will be mounted to your home or residence on the same side or most direct path from the small flowerpot vault. This follows the same path of power and is the safest way to install this device. However, there may be factors that require a different path (structural limitations, landscaping, etc.) so the crews will assess the best path of installation during the pre-install. 

Moving the NID to a different location is costly. Crews try to avoid running fiber under driveways and other barrier locations (Xeriscapes, Elevated gardens, etc.) which can significantly delay installation. Unless it is structurally required, we do not move the NID to the opposite side of the home. The fiber will be pulled from the NID into your home and if needed, can be securely pulled through your crawlspace or attic. 

Will the NID be placed on the front of my house?

Typically, the NID will be located on the side of your home. However, if your electric utility box resides on the front of your property, the NID will most likely follow the same path. 

Can I schedule the pre-installation so I may be present?

The pre-install bury crews work throughout Fort Collins on a rolling schedule as in-home installs are scheduled. Unfortunately, we are unable to schedule these concretely but may be able to help narrow down the timeframe of your pre-install.

I have Coax cabling in my home, can’t you just use that?

No, to provide fiber-optic speeds we must install new fiber into your home.  A fiber optic cable features small, flexible strands of glass which utilizes light to transmit a significant amount of data. This allows for more bandwidth on a fiber optic cable than a copper coaxial cable which transmits data from place-to-place through electricity.  

Where will the fiber be located? How deep is the fiber buried and is it insulated?

The fiber is direct buried 12 inches below grade by hand. Our teams’ hand-dig around irrigation and landscaping to avoid damages. The fiber is not insulated as it does not need to be at this depth. If you are performing work in your landscape, please be sure to contact Colorado 811 for locates. If a fiber is struck, give us a call and we will come repair it. 

I am purchasing a new home and need to postpone my install. Can I do that?

Yes, please let your customer service representative know this at time of scheduling. 

I am not sure if I need Wi-Fi service or if I have a router that works?

With Connexion service, you have the option to bring your own device if you prefer. Most routers work with our ONT (modem) and should be able to just plug in. If you wish to add on Wi-Fi service, please let your customer service representative or installer know. This service is and additional $9.95 a month and offers the following benefits: 

  •  The best WiFi coverage for your home 
  • Free concierge-level set up & installation for your devices 
  • No-charge return visits to set up new devices 
  • Unlimited 24/7 technical support 

How does the in-home install work?

On the day of your in-home installation, you will receive a call 30 minutes prior to your appointment to confirm your installation. 

  •  Your installer will arrive at your home in the clearly marked Connexion ApprovedContractor vehicle. Your installer will also be wearing Connexion branded clothing and a name badge so you know who will be in your home. 
  •  Your installer will adhere to Connexion’s safety standards which include: 
    • Wearing protective foot coverings 
    • Wearing PPE (mask and gloves) 
    • Maintaining 6ft social distancing 
    • Frequently washing hands and cleaning hands with an alcohol-based sanitizer. 
    • Sanitizing equipment before and after the installation 
  • Once your technician arrives, they will evaluate the path to where the ONT, the Optical Network Terminal, will be placed. Think of this as your modem, where your gig service terminates. 
    •  If you have a preferred point of entry, please let our technician know. We do recommend pulling the fiber to the most central location in your home, in order to have the best coverage. 
  •  The technician may crawl through your attic or crawl space to pull the fiber into your home or business. Please make sure to keep access to these areas clear. 
  •  Once your ONT has been placed in an optimal location, your network connection has been set up and connected to your devices, your technician will run tests to ensure you are receiving gigabit speeds. 
  •  If you signed up for phone and/or TV service, your installer will also work to ensure your connections and devices are working correctly. 
What do I do if I have technical questions or need support?

Our technical support team is available to assist you 24 hours/day, 7 days/week 365 days a year! 

 

Technical Support

What speeds should I expect to see with my devices?

The speeds you will see with testing can vary greatly depending on which device you are using and your connection method. Wireless speeds can range from 20MB/s on an older device to 500+MB/s on an 802.11AC Wi-Fi device. Wired speeds vary from 100-900MB/s depending on the cabling, network card, and computer hardware being used.

How do I perform a speed test on my device?

 

1. If testing on a Windows or Mac computer, we recommend downloading the Speedtest.net desktop app for the most accurate results.
        a. A web based speed test is also available but results may not be as accurate as the App

2. If testing on a mobile device, please download the ‘Speedtest by Ookla’ app from the Google Play or Apple App stores

3. Open the Speed Test App and make sure your server is set to FC Connexion

4. Click “GO” to begin the test

5. Expected results will depend on your method of connection and the device being used
        a. Computer wired via Cat5e or better: 900+Mbps download
        b. Computer or Phone via 5Ghz Wi-Fi: 100-400+Mbps download
        c. Computer or Phone via 2.4Ghz Wi-Fi: 20-200Mbps download

How do I achieve the best Wi-Fi performance?
To achieve the best wireless performance and speeds, please check the following areas of your network.
  • Location: Attempt to position your router in a central location so it’s as close as possible to most of your devices.  If your device is losing wireless signal, try moving it closer to the router, and in direct line-of-sight if possible.
  • Band: Are you connecting to the 2.4Ghz or 5Ghz band on your router?  The 5Ghz band will generally give a stronger connection in both reliability and performance.
  • Channel: Adjust your 2.4Ghz and 5Ghz channels.  All Wi-Fi devices broadcast on the same set of channels.  Performance can be improved by attempting to set your Wi-Fi channel to a range that is not being used by anyone nearby (neighbors, businesses, etc.)

Other Devices: Other electronics, appliances, or wireless devices can impact your Wi-Fi performance.  Any large appliance (a refrigerator for example) near or in between a router and device can cause serious problems.  Using a microwave can cause interruptions to 2.4Ghz signals.  Bluetooth headphones, speakers, or other devices can interfere with 5Ghz signals.

Does it matter how fast my computer is?

Yes. You should not expect to see gigabit speeds on old hardware. There are a wide variety of different ethernet and wireless network cards that could be installed on your computer or device. For example, an old laptop running Windows XP may have a maximum connection speed of 100Mbps, far slower than the Connexion 1000Mbps.

Basic system requirements for gigabit download speeds:

       Operating System:

  • Windows 10 (64 bit) or newer. Visit the Microsoft Windows lifecycle fact sheet.
  • Mac OSX 10.8 or newer.  Visit the Mac OS X Support overview for their latest operating system information.
  • Browser:
    • Google Chrome 56.0.2924, Microsoft Edge (64-bit), Mozilla Firefox 52 (64-bit) or Safari 8 or newer. For more information about different browsers or to download a new one, visit whatbrowser.org.
  • Ethernet Cable:
    • Cat5e or Cat6 or Cat7 Ethernet cable.
  • Ethernet:
    • 10/100/1000 Gigabit Ethernet interface or adapter for wired connection
  • CPU/Processor:
    • Intel Dual Core i5 or better or AMD Ryzen 5 or better
  • Memory:
    • 8 GB of RAM minimum
  • Hard Drive / Space:
    • 64 GB or larger SSD recommended to achieve maximum download speeds
Will I be able to use my existing equipment?

This depends on what type of equipment you have.  If your current equipment includes a cable modem (with a small round coaxial connector), this will not be compatible with our fiber broadband service.  A new ONT, which replaces a cable modem, is provided free of charge with your Connexion service.

Router: If you have an ethernet router (Netgear, Linksys, Cisco, etc.), there is a good chance it will be compatible with Connexion broadband. Your router's overall speed and Wi-Fi capabilities will vary, and old equipment may not be capable of taking  full advantage of Connexion broadband's high speed.

Telephone: If you sign up for Connexion voice service, any standard landline telephone should be compatible.

What type of modem does Connexion supply? Does it include a WiFi router?

Our Connexion technician will set up your Optical Network Terminal (ONT) during your installation. This device is your modem and managed by Connexion.

You have option to enable wireless (WiFi) through the ONT for an additional $9.95 a month or can use your own router.

Should I use my own router?

Using your own router is something we would only recommend to advanced users with a little networking experience. If you feel comfortable configuring and managing your local network and want the latest Wi-Fi 6/AX functionality, using your own router may be best.

If you do not want to put up with the hassle of Wi-Fi issues, or if you don't know a lot about networking, we recommend using the Connexion Concierge Wi-Fi service and let us take care of everything for you.

What should I expect once I sign up for Connexion?
  1. Appointment Reminders – You will get an email with your installation appointment information immediately after signing up, as well as 3 days, and 1 day before your appointment date.
  2. Account Activation – You will get an email confirming that your Connexion account has been created in our system.
  3. Security PIN / Privacy Notice – You will get an email confirming your unique security PIN as well as a description of what it is used for.  This PIN is required before any work can be started or any account information is discussed when calling into Connexion support.
  4. Connexion Quote – This includes a breakdown of all the services you have purchased, and a good faith estimate of what your total combined monthly bill will be.  Your final bill may be slightly different based on changing fees.

 

How do I reset my password?

Customers can reset their own self-service portal password by clicking the “I forgot my password” link from the login page.

What Anti-Virus License is available?

Connexion offers a license to the McAfee LiveSafe suite of PC security software for the duration of your time as a Connexion subscriber.

McAfee LiveSafe provides award-winning antivirus protection and much more, covering your computers, mobile devices, and even your identity.

Please e-mail us at support@fcconnexion.com or call 970-207-7873 after your service is active to request a license.

What is Wi-Fi 5G?

Connexion/Broadband Wi-Fi has a 5Ghz mode, but this is not the same as the “5G” installed and advertised by cellular phone companies.  They are unrelated, and our service does not broadcast any “5G” signals.

What is Wi-Fi? 5? 6? AC? AX?

Wi-Fi technology is always being updated and improved.  All speeds and ranges listed below are approximate and require optimal Wi-Fi conditions to achieve.

Wifi Technology

802.11n

802.11ac – wifi 5

802.11ax – wifi 6

Release Year

2009

2013

2021

Maximum Speed

288Mbps

345Mbps +

500Mbps +

Approx. indoor range

200ft

100ft

100ft

BAND

2.4Ghz

5Ghz

5Ghz


If you choose to purchase Connexion Wi-Fi service, the router we provide will have the following functionality:
      a. Supports 3x3 802.11b/g/n 2.4 GHz wireless LAN (WLAN) interface
      b. Supports 4x4 802.11ac 5 GHz WLAN interface with multi-user multiple input, multiple output (MU-MIMO)
How do I get the Connexion app on my TV?

You can get the Connexion TV app by navigating to the app store of your device and searching for "Fort Collins".  Look for the Fort Collins Connexion app with our logo and click on it.  You should be able to download, install, and open the app from here.  We have videos to walk you through installing the app to various platforms on our website. https://www.fcgov.com/connexion/videos

If you do not see the app, then you may be using an incompatible device.  We are always looking to expand app compatibility to new devices.  Please check our list of currently supported devices here.

Billing

How do I set up an online account?

To set up your online account, you will need both your account number and your PIN number. To retrieve one or both, please call Customer Service at 970-212-2900. Customer Service cannot provide you with these via email.

Please visit fcconnexion.com, then click on “My Portal” at the top right. You may then select the blue “click here” hyperlink, since you have already signed up for service with us.

Once you see the customer self-service portal login prompt, please click the link below that box, which says “Not registered with a login?”

Fill in the prompts, agree to the Terms & Conditions, and Submit. You will then receive a verification code at the email address you provided, which you will need to enter here. Submit, then enter your account number which shows on your bill (if you have not yet received a bill, please call Customer Service for your account number), your PIN, your service address and zip code.

You should now be able to view your e-billing portal. To add your banking account, please select the Payments tab, then Make Payment. You may also elect to pay automatically (see next section).

How do I set up automatic payment?

Currently, the only option for automatic payment is via the self-service customer portal. Customer Service cannot set up customers on automatic payment.

After logging in, please select the Payments tab, then Automatic Payment. At this time, the only way to set up autopay for this service is with a bank account.

The prompts will allow you to select a bank account you have already added or enter information for a new bank account.

Please ensure all information is correct to avoid a bounced payment and possible return item fee.

You may choose to pay either when the bill arrives or when it is due. Agree to the Terms and Conditions and click Submit.

To view your past payments, you may select the Payments tab, then Payment History. This ledger will include payments you made by mail, phone and in office as well as those made via our portal.

How do I pay my Connexion bill?

Currently, we accept the following forms of payment:

  • Online – pay via the portal using a checking or savings account. You can do this one payment at a time, or on automatic withdrawal. You must have a portal account to make a payment online.
  • Phone – credit or debit, for no extra fee. We accept Visa, MasterCard, and Discover.
  • Mail – by check or money order, sent to Fort Collins Connexion, P.O. Box 1580, Fort Collins, CO 80521.
  • Office – credit or debit card, check, money order, or cash. Our lobby is located on the first floor of 222 Laporte Ave, Fort Collins, CO 80521. We are open Mondays thru Thursdays from 8am to 5pm.
Why do I have to pay taxes and fees?

There are no taxes or fees on our Internet or Wi-fi services, but all Voice and Video products are subject to taxes and fees.

Taxes are imposed by federal, state, local, and municipal governments, and vary based on where you live and the services you receive. Certain surcharges, such as mandated 911 surcharges, also fall under this category. We are required to bill you directly for those charges on behalf of the relevant authority.

Similarly, assessments are billed on behalf of the government and collected through customer fees. The Federal Universal Service Fund surcharge is an example of one of those fees, with the amount calculated as a percentage of the bill. Fees collected by Connexion, such as the Access Recovery Charge, are authorized by the Federal Communications Commission (FCC), while other fees may be used by Connexion to defray the cost of providing a particular service.

For more information, please visit https://www.fcgov.com/connexion/taxes-and-fees.

Why do I have to pay the Regional Sports Fee if I do not watch sports?

Any Video package that includes sports channel(s) will have this fee, and it is based on our cost of providing regional sports networks in our channel lineup (for the Silver and Gold Video packages). The Regional Sports Network Fee is not included as a part of our pricing and may increase due to the escalating fees charged by the sports networks. You will receive advance notice before an increase takes effect.

Can I combine my Connexion bill with my Utilities bill?

No. However, this may be an option in the future.

What will I need to pay by phone?

By phone we currently only accept credit or debit cards including Visa, MasterCard, and Discover for no extra fee. You will need your account number to pay using the phone system without speaking to a representative. If you do not know your account number, please select the option to speak with a representative.

How do I get my account number?

If you have received a bill, the account number is listed on the statement. If you have not received a bill, the only way to retrieve your account number is by calling 970-212-2900. Legally, we cannot provide your account number via email.

How do I get my PIN number?

Your PIN number is a four-digit number you chose when you set up service with us. We will ask you for the number each time you call in regarding your Connexion service. If you do not know your PIN, we will ask you the back up security question. If you need to reset your PIN, please let us know and we will send you a secure email with the instructions.

Can someone else call in about my account?

If the person is listed on your account (with your permission), they have the same access as you. For all others calling in, we will only accept payment but cannot discuss or make changes to the account.

How do I add someone to my account?

Adding someone to your account is a two-step process.

First, the primary accountholder must call Customer Service to give permission for the person to be added as a co-applicant.

Second, the co-applicant must call to provide their information and consent to be added. This can be done in one phone call or two. We will not allow the primary accountholder to provide the co-applicant’s information and consent on their behalf.

*Please keep in mind that a co-applicant will have equal access and financial responsibility for the account. Co-applicants’ names do not automatically appear on your bill, but we can add them if you ask.

Is my co-applicant required to have the same PIN number and security question?

No, we will set a PIN and security question for each person on the account. If you prefer to share the same PIN number, that is up to you.

Can my co-applicant set up their own online account, separate from mine?

Yes, there can be multiple online profiles tied to one account number. However, the primary accountholder’s PIN number must be used each time. For example: Account 000000. Primary - John Doe - PIN 1234, Co-applicant - Jane Doe - PIN 5678. Both can have an online profile for account 000000, but only the PIN 1234 may be used to log in.

How do I add or remove services?

To add or remove any services on your Connexion account, you must call Customer Service at 970-212-2900. We do not accept requests to change, start, or stop services via email or our website.

Why is my first bill higher?

Connexion is a subscription-based service, meaning we bill you for the month in advance. Your first bill is higher because you are billed for the prorated month of installation, plus the month in advance. After your first bill, you will not see any prorated charges and will only be paying for the month in advance.