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Support

When you need help, we’re here for you. Customer service is our passion.

Our FAQs can offer many quick answers to your questions. But when you need us, we’re just a phone call away.

Technical Support is available 24 hours a day, 7 days a week at 800-776-6867

Non-Technical Customer Service is available Monday-Friday from 7 am to 8 pm (Central Time) and Saturday from 7 am to 1 pm

Frequently Asked Questions

Installation questions

How do I schedule my installation?

It's as easy as picking your favorite flavor of ice cream! During checkout, you'll find a time slot that suits your schedule. Just pick it, and we'll be there to sprinkle some high-speed magic!

If I need to change my appointment time, how can I do that?

Life happens, right? If you need to reschedule, give our NOVOS FiBER support team a ring at 1-800-776-6867. Just a heads-up, there might be a tiny fee for last-minute change-ups, so try not to keep us on our toes!

Will I need to purchase additional equipment?

Nope! We're like Santa Claus but with fiber optics. We'll bring all the equipment you need - no extra shopping required.

How long will the installation process take?

Think of it as a mini fiber fiesta! The whole shebang takes about 3-4 hours. The in-home part is like a quick visit from your tech-savvy friend and will be done in 1-2 hours. We'll even send you an email preview of the party!

How long will you support the equipment provided by NOVOS FiBER? What should I do if it breaks?

As long as we're in business, your equipment is covered. But don't worry, our gear is pretty sturdy. If it does decide to take a coffee break, we'll be there to rescue it!

Can I leverage my own router?

We're all about that Nokia Corteca router life! It's like having a superhero sidekick, and guess what? We're giving it to you for free! We're exclusive that way.

Will I need to buy a router?

Nope, we've got you covered! Your Nokia router is on us, so no need to open your wallet for this one.

When should I contact my current internet provider to cancel my service?

Hold off on that cancellation button! Give your old provider a call one day after your NOVOS FiBER installation. This way, you won't be stranded in the digital desert without internet.

How do I sign in to manage my account?

It's as simple as pie! During registration, we'll send you an email with a link to set up your password. If you ever want to change it (or you forget it because, well, life happens), just head over to our [account portal page] and click 'Forgot my password.' We'll send you a magic link to get you sorted!

Construction

My yard is torn up after your construction in my area, when will it be fixed?

We know you love your yard, but don't fret! Our construction crews are like gardeners in disguise. Once they finish building in your neighborhood, they'll swing back around to make your yard shine again.

What is my Wi-Fi password?

You can find your Wi-Fi password right on the back of our trusty Nokia Corteca router. And if you want to change it, just let our friendly tech know during installation, and they'll work their magic.

Is it possible to talk with someone regarding any concerns or issues I encountered during the NOVOS FiBER construction process?

Of course! We're all ears (and fiber-optics). If you have any concerns or just want to chat about the construction process, don't hesitate to reach out to our awesome customer service team at 1-800-776-6867.

Do you do construction on the weekends?

Building a network is a 24/7 job, and sometimes our construction crews work weekends to make it happen. We're like the superheroes of the internet world, and we follow different rules depending on the neighborhood we're saving!

How long is the construction process within my community?

We're like the Flash of the fiber world! We estimate it'll take no more than 4 weeks to weave our digital magic in your community. We might not be as quick as our fiber-fast speeds, but our crews try to be as efficient as possible!

I think my power/water went out while NOVOS FiBER crews were working in my area. What should I do?

If your power or water went on vacation while our crews were working, please contact your utility provider first to make sure they get things back on track. And then, give our customer support team a shout at 1-800-776-6867 or drop them an email at support@NOVOSFiBER.com. We're here to help!

Customer Support

Can I keep my existing TV service?

Sure, you can stick with your old TV service, but why not join the revolution? We've partnered with MyBundle TV to make cord-cutting a breeze. Say goodbye to cable chaos and hello to fiber-fast streaming!

Does NOVOS FiBER come with TV options?

To watch all your favorite shows, movies, and more, you'll need a streaming device and a streaming provider. Lucky for you, we've partnered with MyBundle TV to make this experience a piece of cake. Plus, with our fiber-fast internet, you'll be streaming without any hiccups!

Does NOVOS FiBER share my personal information with third-parties?

Nope, your secrets are safe with us! We won't spill the beans to anyone outside of NOVOS FiBER. Your privacy is our top priority!

What does NOVOS FiBER do to protect my account information?

At NOVOS FiBER, we're like the digital Fort Knox! We don't keep your credit card or banking details in our systems. Your security is our mission, and our virtual guards work round-the-clock to protect you.

How do I change my plan?

If you're feeling adventurous and want to switch things up, just drop us an email at support@NOVOSFiBER.com, and we'll work our magic. No refunds for services, though, and your new billing rate kicks in next bill cycle. Ready for a digital makeover?

What should I do if my address is not found on your website?

Oops, it happens to the best of us! Double-check your details on our website's Request Service area. If you're still MIA, shoot us an email at support@NOVOSFiBER.com or give us a call at 1-800-776-6867. We'll make sure you're not lost in cyberspace!

Is fiber really faster?

Oh, it's like comparing a rocket to a tricycle! Fiber is the Usain Bolt of the internet world. Say goodbye to loading screens, and hello to lightning-fast downloads and buffer-free streaming.

What are the benefits of fiber?

Fiber is like upgrading from a flip phone to a smartphone. It's faster, more reliable, and can handle all your online adventures. Plus, it's like having a direct line to the internet gods with no slowdowns.

Will the service be faster than what I’m currently using?

You betcha! Get ready for warp-speed internet that'll make your current connection feel like a tortoise!

Are there any data caps on my Internet connection?

Nope, no data caps here! You can binge-watch, game, and work as much as you want. It's like an all-you-can-eat buffet for your internet cravings!

How can I get updates on outages?

We're like your trusty messenger pigeons, but in digital form! We'll shoot you an email when there's an outage. If you prefer a more instant heads-up, opt-in for text alerts and we'll keep you in the loop!

Will weather affect my fiber internet?

Weather is no match for fiber! Rain, shine, or snow, your internet will be as fast as ever. You won't catch us blaming rain clouds for slow speeds!

How do I find out if service is available in my area?

It's as easy as pie! Just check availability on our home page, and follow the directions to see if we've brought the magic of NOVOS FiBER to your doorstep. We're like the digital superheroes who spread fast internet far and wide!

Why did NOVOS FiBER charge $0.01 when placing an order?

We preauthorize $0.01 to make sure your card or account is in tip-top shape. Don't worry; it's just a digital high-five payment to kickstart your NOVOS FiBER journey!

Does NOVOS FiBER charge an installation fee?

Nope, no hidden fees here! We've got the installation cost covered. It's like a gift from us to you - the gift of lightning-fast internet.

Will I be locked in a contract?

Nope, we're the freedom fighters of the internet world! No contracts, no commitments. You're free to roam the digital landscape without any chains holding you back.

How do I cancel my service?

We'll be sad to see you go, but we understand that life happens. To cancel, just call our friendly customer service team at 1-800-776-6867, and they'll guide you through the offboarding process.

How do I pay my bill?

We're all about convenience! Sign up for auto-pay and save $5 a month. Or if you prefer the manual touch, you can pay via your phone by calling 1-800-776-6867, or you can pay through our user-friendly portal “pay my bill” at the bottom of this page. Easy peasy, right?

What payment options do I have?

We accept credit cards and ACH payments, so you can choose the method that suits you best.

Will I receive a paper billing statement?

Nope, we're all about saving trees! We'll send your electronic bill to the primary email on your account. It's the eco-friendly way to keep track of your bills.

Can I set my service to auto payment?

Absolutely! You can set up auto payment when you place your order or anytime after through our customer portal. It's like having a personal financial assistant!

Get in touch

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