Frequently Asked Questions
Everything you need to know about SimpleFiber services, installation, pricing, and support.
What areas do you serve?
We serve commercial buildings across the Dallas-Fort Worth metroplex. Our fiber network covers Dallas, Fort Worth, Plano, Frisco, Arlington, Irving, and surrounding cities. Contact us to check if your building is on our network.
How fast can I get installed?
If your building is already on our fiber network, we can typically install within 1–3 business days. Next business day installation is available in most cases. New building buildouts take longer depending on the scope of work.
Is there a contract?
No. SimpleFiber does not require contracts on any service. You stay because you want to, not because you have to. We also offer a 14-day money back guarantee on all new installations.
What is the 3-year price lock?
Your monthly rate is locked in for 3 full years from your install date — on any service, whether it's just internet, just VoIP, or a bundle. Unlike Spectrum (which only offers a price lock if you bundle internet, voice, and TV) and AT&T (which raises your price after 12 months), we lock your rate on any service with no strings attached.
Do you offer a money-back guarantee?
Yes. Every new customer is backed by a 14-day money back guarantee. If you're not completely satisfied within the first two weeks, we'll refund your money — no questions asked.
How does the contract buy-out work?
If you're stuck in a contract with your current provider, we offer contract buy-out assistance to help cover early termination fees. Talk to our sales team about your situation and we'll work out a plan together.
What speeds do you offer?
Our plans start at 500 Mbps and go all the way up to 8 Gbps. Every plan includes symmetrical speeds — your upload speed matches your download speed. That means faster file uploads, smoother video calls, and better cloud application performance.
Is the speed symmetrical (same upload and download)?
Yes. Every SimpleFiber plan delivers true symmetrical fiber speeds. If you're on our 500 Mbps plan, you get 500 Mbps down and 500 Mbps up. AT&T offers symmetrical on some plans, but Spectrum does not — their upload speeds are a fraction of the download speed.
What happens if my internet goes down?
Our 24/7 U.S.-based support team monitors the network around the clock. If there's an issue, we're usually aware of it before you are. Call us anytime and you'll reach a real person — not a phone tree. We also offer LTE failover as an add-on so your business stays connected even during a fiber outage.
Do you provide a router or modem?
We provide a managed fiber ONT (optical network terminal) at no extra cost. For WiFi, we offer a managed WiFi 7 router add-on for $10/mo, or you can use your own router. We also offer Bulletproof WiFi — a WiFi 7 router with built-in 5G cellular backup for $30/mo.
Can I get a static IP address?
Yes. We offer static IP addresses as an add-on: 1 static IP for $10/mo or a block of 5 for $25/mo. These are great for hosting servers, VPNs, security cameras, and other services that need a fixed address.
Can I keep my current phone number?
Yes. We handle the entire number porting process for you. Your existing business phone numbers transfer over to our system so your customers never have to update their contact information.
Do I need to buy phones?
No. Your first desk phone is free. For additional phones, we provide all equipment at $0/mo rental on a 60-month term — you never have to purchase phones outright. Compare that to RingCentral and Vonage, where you're expected to buy or rent phones at extra cost.
What features are included?
All 50+ features are included with every line at $20/mo. That includes auto attendant, call recording, call forwarding, call parking, voicemail-to-email, ring groups, call queues, conference calling, eFax, and more. No tiers, no add-on fees, no surprises.
What is the eFax feature?
eFax lets you send and receive faxes directly through your email — no fax machine needed. It's included with every VoIP line at no extra charge. RingCentral only includes fax on their Advanced plan, and Vonage charges extra for it.
How many lines can I have?
There's no limit. Add as many lines as your business needs at $20/mo per line. Volume pricing is available for larger deployments — contact our sales team for details.
Is the call quality reliable?
Yes. Because we're also your internet provider, we can prioritize voice traffic on your connection for crystal-clear call quality. This is a major advantage over cloud-only VoIP providers like RingCentral and Vonage, who have no control over your internet connection.
Do you mark up the equipment?
No. You pay the same retail price as ui.com — we don't add a markup on any Ubiquiti UniFi equipment. You pay retail for the cameras, NVRs, and door access hardware, plus our professional installation labor at $195/hr.
Do I need a monthly software license?
No. UniFi Protect and UniFi Access have no monthly software fees. Once the equipment is installed, AI detections, remote viewing, and all software features are included forever. Compare that to other security providers who charge $30–$100/mo per camera.
Can I buy the equipment myself?
Absolutely. You can purchase everything directly from ui.com and we'll install it for you. Or we can purchase it on your behalf — either way, you pay the same retail price with no markup.
Do you install cameras and door access?
Yes. Our certified technicians professionally install everything — cameras, NVRs, door readers, access hubs, and all wiring. We design the system, install it, configure it, and test every device before we leave. We also offer equipment financing and a 50/50 payment plan.
How does billing work?
We bill monthly with no contracts. Your rate is locked for 3 years from your install date. Invoices are sent electronically and you can view them anytime in your customer portal.
What payment methods do you accept?
We accept ACH bank transfers, credit cards, and checks. Autopay is available through the customer portal for hassle-free monthly payments.
How do I reach support?
Call us at 1-888-455-0151 — 24 hours a day, 7 days a week. You'll reach a real person based in the U.S., not a phone tree or overseas call center. You can also submit a support ticket through the customer portal.
Do you offer equipment financing?
Yes. For security and larger VoIP installations, you can apply through our equipment leasing partner under your company name (or add a personal guarantee to strengthen the application). This spreads equipment costs into predictable monthly payments and preserves your cash flow.
What is the 50/50 payment plan?
If equipment leasing isn't available, we offer a simple split payment: 50% down before the project starts, and the remaining 50% due after installation is complete. No credit check required.
Still Have Questions?
Call us anytime or request a free quote. We're happy to walk you through everything.