Frequently Asked Questions
What is symmetrical speed?
Symmetrical speed refers to an internet connection where both the download speed and upload speed are the same. With symmetrical speeds, users can enjoy the same fast speeds for downloading content (like streaming videos or browsing) as they do for uploading content (like sending large files, video conferencing, or live streaming).
How is fiber better than cable, DSL, or wireless/satellite internet?
Fiber internet is the fastest, most reliable, and future-proof option compared to cable, DSL, or wireless/satellite internet. Unlike other types of internet that use copper wires or radio signals, fiber uses thin strands of glass to transmit data as light, allowing for much faster speeds and greater reliability. With fiber, you get symmetrical speeds, meaning your uploads are just as fast as your downloads, which is important for video calls, streaming, and working from home. It also has lower latency, meaning less lag when gaming or using cloud-based applications.
Unlike cable and DSL, fiber doesn’t slow down during peak hours, and it’s not affected by distance or interference from weather or electrical signals. Wireless and satellite internet, while available in remote areas, often suffer from slow speeds, high lag, and interruptions due to weather. Overall, fiber provides the best internet experience with the fastest speeds, most reliable connection, and the ability to handle future technology needs.
Why is my speed on WiFi different than the speed I pay for?
Your WiFi speed may be lower than the speed you pay for due to several factors, including wireless interference and the distance between your device and the router. Unlike a wired connection, which delivers the full speed directly, WiFi signals can be weakened by walls, furniture, and even other electronic devices like microwaves and cordless phones. If you’re far from the router, your connection may slow down because the signal has to travel a greater distance. WiFi extenders can help boost the signal in larger homes, but they may not always provide the same speed as a direct connection. For the fastest and most stable connection, you can use a wired Ethernet cable when possible or place your router in a central, open location to reduce interference.
How is WiFi different from the fiber internet coming into my house?
WiFi and fiber internet are connected, but they are not the same thing. Fiber internet is the high-speed connection that comes into your house through a fiber-optic cable, delivering fast and reliable internet service. WiFi, on the other hand, is the wireless signal that your router broadcasts to connect your devices to the internet without needing cables. While fiber provides the fastest possible speeds, your WiFi speed can be affected by factors like distance from the router, interference from walls or other electronics, and the number of devices using the network. For the best performance, a wired connection using an Ethernet cable will always provide the fastest and most stable speeds, but WiFi allows you to connect devices conveniently throughout your home.
What does TCW Fiber offer?
TCW Fiber offers fast, reliable 100% fiber-optic internet with powerful Wi-Fi at symmetrical speeds without data caps, hidden fees, or outages caused by Arkansas weather. We are a local company that has served Conway for 35 years. We never outsource our customer interactions. From installation to support, our team is locally based.
What connection type do we use?
For our fiber internet service, we use a direct fiber-to-the-home (FTTH) connection, which means we bring the fiber line directly into your residence to ensure the highest quality and fastest connection possible. As part of the installation process, we install an Optical Network Terminal (ONT), which serves as the device that converts the fiber optic signals into usable internet data. After the ONT is in place, we connect your router to the ONT using an ethernet cable, providing a strong and stable wired connection to distribute high-speed internet throughout your home. This setup allows you to enjoy the full benefits of fiber internet, including fast speeds, low latency, and reliable service.
How do I upgrade my plan?
Upgrading your plan is a simple and hassle-free process. We install the same high-quality equipment in your home no matter which speed plan you choose when you first sign up, so there is no need for additional equipment or another installation visit if you decide to change your plan later. If you want to upgrade your internet speed, it’s as easy as contacting our support team — we can adjust your speed remotely without having to visit your home. This process is often referred to as a “flip of a switch,” meaning the upgrade can typically be completed quickly and effortlessly, allowing you to enjoy faster speeds almost immediately.
What is the installation cost?
The installation cost is completely free. We do not charge any fees for installation. Once you sign up for our service, we will schedule your installation to take place approximately two weeks from the date you enroll. On the scheduled day, one of our professional technicians will visit your home to connect the fiber line directly to your house and set up your router to ensure everything is working properly.
How does my installation get scheduled?
If your home has not previously had TCW Fiber service, the installation will be scheduled approximately two weeks out. This allows time for our construction team to run the fiber drop to your home and ensure everything is ready for a smooth installation. If your home has had TCW Fiber service in the past, we can typically schedule your installation as soon as possible, often within a few days. Our goal is to get you connected quickly and efficiently while delivering the best service experience possible.
If you have any questions or want to check on available appointment times, feel free to reach out to our sales team at 501-329-9144!
What happens during the installation?
During your installation, our technician will discuss the best placement for your router to ensure optimal Wi-Fi coverage throughout your home. We will run fiber into the house, offering 2-3 options for entry points so you can choose what works best for you. After that, we’ll install the Optical Network Unit (ONU) and router, and set up the router according to your preferences, including connecting any devices you’d like. Our technician will explain how Wi-Fi works, show you how to connect your devices, and go over proper power cycling procedures in case you ever need to reboot your system. We’ll also explain when customer support is available to assist you.
Please note that payment is due on the day of installation and will be processed through your customer portal. It’s important that you are present for the installation to approve placement and setup. In most cases (about 90% of homes), fiber is fed through the attic, but sidewall entry is also an option if needed. Our goal is to ensure you’re completely satisfied with your installation experience.
My yard is torn up after you constructed in my area – when will you fix it?
At TCW Fiber, we understand how important your property is to you. Our construction partner, DMI, works hard to restore your yard to its original condition after completing fiber installation. If you have concerns or are unsatisfied with the restoration, please contact DMI directly at 501-273-0077, and their team will be happy to assist you. We appreciate your patience and thank you for allowing us to bring fast, reliable fiber internet to your area!
Will my WiFi still work outside?
We will test to see if your Wi-Fi reaches outside areas, such as your backyard or pool. The strength and range of your Wi-Fi signal depend on where the router is placed inside your home. If additional coverage is needed, we offer mesh units or extenders to help boost the signal to outdoor spaces. For larger areas like shops, barns, or pool houses, additional equipment or services may be required to ensure a strong and reliable connection.