Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions

 

Background (+)

What is OzarksGo?
OzarksGo is a telecommunications subsidiary of Ozarks Electric Cooperative, offering all-fiber gigabit Internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma.
 
Why are you doing this?
By connecting our substations and offices with fiber-optic cable, we will create a truly smart grid that will provide us with more automation capabilities, ultimately increasing the reliability of our electric service to members.
 
This endeavor also falls in line with our mission to power communities and empower members. Broadband is the electricity of the 1930s and 1940s. Remember, in 1930, fewer than 10 percent of farms had access to electricity. In 2016, 53 percent of Americans lack access to broadband (as defined by FCC — 25 mbps download speed and 3 mbps upload speed). Much like we did with electricity in 1938, we’re going to provide real, affordable broadband to Northwest Arkansas and Northeast Oklahoma.
 
What does this mean for the electric cooperative?
OzarksGo is a wholly owned subsidiary of Ozarks Electric Cooperative. It is a separate company, and therefore managed separately from the cooperative. OzarksGo was created to benefit the membership, the cooperative organization and the electric grid. Its purpose is to provide a truly smart electrical grid, offer true broadband to members and improve communication services in the region.
 
Electric rates will not be going up because of the fiber deployment. Ozarks Electric Cooperative will own the fiber and be able to utilize the fiber for its own electric grid communications and management. OzarksGo and Ozarks Electric are two separate organizations and all costs and revenues will be separated appropriately. OzarksGo will cover all the costs of fiber through revenues received. OzarksGo will be a self-sufficient company.
 

Internet (+)

What is fiber, and what’s so special about it?
Fiber optic systems use bursts of light sent through thin glass fibers to transmit information, resulting in much faster speeds than traditional copper lines. Most internet providers use fiber in their systems, but use copper lines for the final connection to the home, resulting in slower speeds. OzarksGo will bring fiber all the way into your home, giving you access to download and upload speeds up to one gigabit.
 
How much does it cost?
Internet service is $49.95 per month for 100 Mbps and $79.95 per month for 1 gigabit. There are discounts if you bundle with other OzarksGo services. There are no other fees or taxes for internet service.
 
What equipment is required? How much does the equipment cost?
You are not required to provide any equipment for internet service, and there is no fee for the equipment. Managed wireless, which uses the Optical Network Terminal for a wireless router, is $4.95 per month.
 
Are there any data caps?
No. Use as much data as you want with no caps or throttling.
 
Can I use my own equipment?
You must use the ONT as the modem, but you can use a different wireless router if you prefer.
 
What is managed wireless?
For $4.95 per month, we will set up, maintain and manage your wireless network, including troubleshooting, updates and security.
 
What happens if the equipment is damaged?
Physical damage will be charged to the subscriber. Malfunctioning equipment will be replaced by OzarksGo at no charge.
 
Do I have to return the ONT if I cancel service?
Yes. We will send someone to your house to pick up the ONT if you cancel service. Do not try to disconnect the ONT yourself.
 
Will you sell my browsing information?
No. We will never sell your information to third parties. You can read our statement on the subject here.
 

TV (+)

How much does it cost?
We offer several packages starting at $29.95 per month. The Ultra Plus package includes all premium and sports channels plus 50 music channels and more for $129.95. A la carte packages are also available. You’ll receive a discount if you bundle TV with other OzarksGo services. Franchise taxes vary by locality.
 
What is IPTV?
IPTV delivers TV using the same technology that powers the internet instead of conventional cable or satellite formats. Using our all-fiber network, we can deliver more than 100 channels in crisp HD to all the TVs in your home.
 
What channels do you have?
We have more than 100 channels available, including local, sports and premium channels. See the full lineup at https://www.ozarksgo.net/tv.
 
Is it all HD, or does that cost extra?
HD is included for any channel that offers HD.
 
Do I have to buy a package or can I buy channels a la carte?
A la carte packages are available. See the all the options at https://www.ozarksgo.net/tv.
 
What local channels will you have?
In Arkansas, we’ll have KFSM CBS, KAFT PBS, KFTA Fox/KNWA Fox, KHOG ABC, KHOG CW and KNWA NBC.
 
Will you have any Oklahoma channels?
We will have the local channels for each Designated Market Area. Arkansas subscribers will not get Oklahoma channels, but Oklahoma subscribers who live in the Tulsa DMA will get Tulsa channels.
 
What equipment do I need, and how much does it cost?
You’ll need a set-top box for each TV. A set-top box costs $5.95 per month. If you opt for whole-home DVR, which can stream DVR content to any of your TVs you’ll need one DVR unit for $12.95 per month. The DVR also doubles as a set-top box. Learn more about the DVR on the manufacturer's website.
 
Can I buy the equipment outright instead of paying a monthly fee?
No, the equipment is only available for rent.
 
Do I have to return the equipment if I cancel service?
Yes. You will have 10 days from the date of disconnect request to return your set-top box receivers and DVR’s. Unreturned equipment or damage may result in fees of up to $250 per unreturned item.
 
What happens if the equipment is damaged?
Physical damage will be charged to the subscriber. OzarksGo will replace malfunctioning equipment.
 
Can I use TiVo or other third-party DVRs?
No, the TV service is only compatible with the devices we provide.
 
How many channels can the DVR record at once?
The DVR can record four streams at a time.
 
What’s the capacity of the DVR?
The DVR can hold roughly 250 hours.
 

Telephone (+)

How much does phone service cost?
The phone service is $24.95 per month plus standard phone taxes. Unlike many other phone providers, we do not charge any fees that aren’t mandated. Discounts are available if you bundle with other OzarksGo services.
 
Do you have any international plans?
The details for international calling have not been finalized.
 
Can I have multiple lines?
Yes.
 
Can I keep my phone number?
You will be able to keep your phone number in most cases.
 

Signing Up (+)

Who can get Ozarks Electric?
Our first phase will cover areas located in western Fayetteville, parts of western Springdale, Farmington, Prairie Grove and Tontitown. You can review our phase map at www.ozarksgo.net/statusmap for more information regarding our phases for construction.
 
How do you decide who can get service first? 
In deciding the schedule for construction, we will consider density, total cost, cost per home or business passed, number of potential subscribers, cooperative communication needs, office locations and revenue projections. Areas selected for the first phase had to be near our existing fiber network.
 
How do I sign up?
If you’re eligible to sign up, go to https://www.ozarksgo.net/go and enter your account number and ZIP Code to get started.
 
Can I call in to sign up?
Not at this time. You must fill out a written application for all available account numbers or go online at www.ozarksgo.net/go in order to sign up for OzarksGo services. A 12-month contract is required, so we must receive the signed document before installation at your home can begin.
 
How long will it take for service to be available to all members?
Approximately six years.
 
What if I’m not an Ozarks Electric member?
We plan to offer OzarksGo to all Ozarks Electric Cooperative members before we consider whether to expand outside the Ozarks Electric coverage area. You may fill out our non-member subscription request form to express your interest: https://www.ozarksgo.net/non-member-subscription-request, and we’ll retain your information for later use.
 
How do I get OzarksGo if I’m a renter?
You’ll need permission from your landlord to have the installation performed.
 
What if I don’t sign up by my application deadline?
The application deadlines are based on the areas where we’re doing construction, so we’re able to provide free installation, including running fiber to your home and connections for up to two TVs. (Additional TV locations are $40 each). If you miss the deadline, there will be a fee for installation, including the cost of extending the line to your home and $40 for each TV connection.
 
Once I’ve signed up, when and how will you contact me to select a package?
Once you’ve signed up and construction is close to complete, we’ll get in touch by email, a door hanger or a phone call to set up your services.
 

Pricing (+)

How much does this cost?
Internet is $49.95 per month for 100 Mbps service or $79.95 for gigabit speeds. For $4.95 per month, we’ll also set up and manage your wireless network for you. TV ranges from $29.95 to $129.95 per month depending on the channel selection. A la carte options are also available. Phone service is $24.95 per month.
 
The equipment for the internet connection is provided with no charge. Television service requires a set-top box for each TV, at a cost of $5.95 per month per box. Optional whole-home DVR is $12.95 per month, and the DVR doubles as one set-top box.
 
Are there any package discounts being offered?
Yes! If you buy two OzarksGo services, you save $10 per month, and you save $20 per month if you get three.
 
Do I have to pick any particular services to get the discount?
No, you get the discount by combining any two or three services at any level.
 
Is this a promotional price?
No! Our great prices are full-price from the start, so you don’t have to worry about prices skyrocketing after your promotional period is up.
 
Are prices going to go up?
Prices may potentially increase due to increases in wholesale or other unforeseen cost increases that may arise. However, OzarksGo does not intend on having promotional or introductory pricing structures that increase after a set amount of time. Any increases would be made for all subscribers.
 
Do I have to pay taxes?
Internet service is untaxed. TV and telephone service are subject to standard taxes and fees, which vary based on your location.
 

Installation (+)

How do I schedule installation?
Once you have signed up for service, we will contact you to schedule date for installation.
 
Can I schedule a time for installation?
You can choose either a.m. or p.m.
 
Do I have to be home for installation?
Yes, you must be home for installation to verify your selections and choose where to place the equipment.
 
Will somebody come inside my house?
Yes, the installer will enter your home to install the fiber optic cable and necessary equipment.
 
I’m building a house. What should I do to make sure it’s ready for OzarksGo?
It’s best to run Cat-5E or Cat-6 twisted pair wire anywhere there might be a TV, phone, computer or router. We recommend running the cabling to a central hub, preferably in the middle of the house. Make sure not to run Cat-5 next to electric wire or over any electric lights — it’s not shielded so it’s vulnerable to interference.
 
If you establish a central hub, we suggest stubbing a ½” piece of conduit outside near the electric meter, running flex conduit from there to the hub. When we install OzarksGo service, we’ll run fiber through the conduit, or give you fiber to run yourself.
 

Contract (+)

Do I have to sign a contract?
Yes, free installation requires a 12-month commitment to at least $49.95 per month of services.
 
Why?
Unlike other services that rely on existing copper phone lines or coaxial cable, OzarksGo brings a fiber optic connection into your home. This requires extra work, so we require a 12-month contract.
 
What happens if I want to cancel my contract?
You must pay the cancellation fee of $49.95 per month for the remainder of the contract. You may choose to bill the total amount remaining in one lump sum or pay out $49.95 for the remaining amount of months left on the contract.
 
Can someone take over my contract if I move out?
Yes. Your contract can be taken over by a new subscriber who signs a 12-month contract. This will make your existing contract null and void with no additional fees being required.
 
Can I change services while under contract?
Yes. You may add or change your services. A new 12-month contract may be required if additional installation or construction at the home is required for any upgrades of service.
 
Will you buy out my contract with my current provider?
No, not at this time.
 

Billing (+)

When will I be billed for my service?
All billing will begin for OzarksGo services once installation is completed and all service options provided have been turned on. All services are billed ahead. This means that if you receive a bill in March, it will be for services in April.
 
Will my bills for electric and fiber be together or separate?
Your bills will be mailed together in the same envelope; however, each bill will be separated so that you can see the charges for each service.
 
How do I pay?
You can make a payment in any of our Ozarks Electric offices, by mail, through our automated phone system or online at www.ozarksgo.net/smarthub.
 
Is there a late fee if I don’t pay on time?
Yes, a late fee will be assessed on the account if the payment is not made on the original due date.
 

Economic (+)

How much will the project cost?
The investment in the region will be about $25-$35 million per phase.
 
Will electric rates go up because of this?
No. Ozarks Electric Cooperative will own the fiber and be able to use the fiber for its own electric grid communications and management. OzarksGo and Ozarks Electric are two separate organizations and all costs and revenues will be separated appropriately. OzarksGo will cover all the costs of fiber through revenues received. OzarksGo will be a self-sufficient company.
 
What kind of economic development will there be? Will this create any new jobs?
It is too early to speculate how much of an economic development impact this will have on Northwest Arkansas and Northeast Oklahoma. We do know that competition is good for consumers. This region has been plagued with either a lack of true broadband availability or a lack of reliable and affordable service. This project will bring real broadband to some area residents and businesses for the first time.
 
Imagine having the fastest internet in the world and having no limits. Like other areas of the country have shown, access to limitless, fast and affordable service will attract new and high-tech businesses. OzarksGo will be adding new positions. During the first year, we expect to add around 10 positions and many more over the next six years.
 

Other questions (+)

Will you offer home security?
We don’t currently offer home security, but may in the future if there is enough demand.