Omaha Customers and Neighbors

Frequently Asked Questions Related to CenturyLink’s

High-Speed Internet and TV Services Upgrade


We are happy to inform you that CenturyLink is upgrading its network to provide state-of-the art High-Speed Internet (HSI) enabling the fastest download speeds in Omaha (speeds faster than 50 MB), as well as a technologically advanced TV service to your neighborhood. We look forward to bringing these new services to you in 2013; however, we need to begin preparing your neighborhood in the upcoming weeks for these new services. The fiber upgrade will involve a two-part process: 1) locating and marking, and 2) placing fiber equipment, if necessary.


We understand you may have questions about this process, so we have tried to anticipate those questions (and related answers) below.


This is just the beginning of a very exciting opportunity for our customers to access our High Speed Internet and TV services. You will receive more information very soon about the upgraded services that will be available to you in 2013.


SECTION I: SERVICE-RELATED QUESTIONS

Q: Will my service be interrupted during the locate and bury process?
A: No, you will not experience any interruption of service during the locate and bury portion of this network upgrade.

Q: When in 2013 will the new High-Speed Internet and expanded TV services be available to me?
A: In early 2013 we will start a phased deployment in Omaha. You will receive more information in the mail specific to your address closer to the installation timeframe.

Q: What makes these services better than CenturyLink’s existing High-Speed Internet and cable-based TV services?
A: The upgrade from cable to a fiber-optics network will provide state-of-the art High-Speed Internet (HSI) services with the fastest speeds in Omaha (speeds faster than 50 MB), as well as a technologically advanced TV service to your neighborhood.

Q: What more can you tell me about the new, upgraded/expanded services?
A: The upgraded network, bringing fiber optics into your neighborhood, will dramatically increase the capacity of your existing connection.  CenturyLink’s technologically advanced TV services will offer a state-of-the-art way for you to experience home entertainment, including television, games, interactive dashboards, personal media sharing and on demand content. 

The emerging technology will allow you to enjoy more products and services that will enhance your entire Internet and video experience.

Q: Can I keep my existing services?  Choice TV and Online?
A: Yes, but for a short timeframe only as we will be migrating all existing customers to our state-of-the-art network, allowing them to experience the best in data and video services. In early 2014, Choice TV and Online will be phased out.


Q: Where will you be placing the new small box on my home and how will you attach it to my house?  What if it is brick or sided?
A: The new small outside enclosure will be placed adjacent to the existing box on your home for CenturyLink services. The CTL representatives will utilize the appropriate hardware to attach this to the side of your home, regardless of whether it is brick or sided. At the time of the placement, if you are at home, the installation tech will review the process prior to starting any work.

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Q: Can you add me to a reservation list to notify me when the new services become available in my neighborhood?
A: Yes. Call (402) 691-1600 between the hours of 8 am and 9 pm (CT) Monday through Friday or 9am and 4pm (CT) on Saturday. One of our customer service representatives will make arrangements for you to be contacted in advance of the new services becoming available to you.


SECTION II: GENERAL QUESTIONS

Q: How invasive is the burying of the conduit or fiber? How quickly will the ground be covered?
A: Using equipment about the size of a lawnmower, a CenturyLink representative will cut a narrow (<1” wide by 6” deep) slit in the ground to bury a new fiber and then cover it immediately.

Before… After…

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Q: How long will the locate service technicians need access to my yard?
A: There will be multiple utility technicians visiting your property to locate the facilities serving your home.

Q: How long will the CTL service techs need access to my yard?
A: The typical timeframe to complete the placement of new facilities* is 2 hours.

*Facilities = pedestal where cables are located

Q: Will I incur any expenses related to the potential work being done in my yard?
A: CenturyLink will absorb all costs related to the work described below:

The Representative will identify the existing cable in the ground and mark it accordingly. Within a few days, a CenturyLink representative will return to cut a narrow (<1” wide by 6” deep) slit in the ground, using equipment about the size of a lawnmower, to bury a new fiber and then cover the ground immediately.

Q: How much room is there to move or adjust the trenching line? In other words, what if the trenching is in my flower bed?
A: Every effort will be made to minimize impact to your landscaping. The goal is to leave your property in the same condition as it was when we arrived.

Q; What if special arrangements were made and a CenturyLink representative did not show up—what is the escalation path to check status?
A: If the schedule has to be changed due to unforeseen circumstances or weather, every effort will be made to proactively contact you before your appointment to reschedule using your Can Be Reached (CBR) number. In the unlikely event that we miss your appointment, please call (402) 691-1600 between the hours of 8am and 9pm (CT) Monday through Friday or 9am and 4pm (CT) on Saturday. One of our customer service representatives will work with you to reschedule.

Q: What if I have an invisible dog fence, sprinklers or other property buried less than 6 inches deep? How can I be sure my property will not be damaged during the locate and bury work?
A: Please be sure to mark or identify your property accordingly where any of these items might exist so the representatives will be aware and try to avoid that area.

SECTION III: WEATHER-RELATED QUESTIONS

Q: What if the weather interferes with the communicated locate and bury schedule?
A: The customer should not be impacted by a freeze. A team will determine the frost date 2 weeks in advance of initial project completion date and adjust the schedule accordingly.







GENERAL INFORMATION
Please call
(402) 691.1600
Hours of operation: 8am – 9pm (CT) Monday through Friday or 9am – 4pm (CT) on Saturday