Frequently Asked Questions
What is Fiber-To-The-Home service and how does it compare to other types of internet service?
Fiber optic service uses advanced technology wherein information is transmitted over small, flexible strands of glass as light. Data is sent more quickly over fiber than over cable or telephone lines and data delivery remains consistent even during heavy usage times of day. Buried fiber can withstand a variety of weather elements, temperature changes & water contact without affecting service transmission. An excellent article with more details about the benefits of fiber service vs. other options can be found here.
Is Heartland Fiber available to my home or business address?
Heartland Fiber currently provides internet service within the village or city limits of Deer Creek, Eureka, Mackinaw, Minier and Roanoke, IL. If you would like to have your address confirmed for service availability, please complete our Contact Us form.
I live in a rural area. Will I be able to get service?
We are currently focused on infrastructure builds within city or village limits and contiguous areas. After primary construction is complete, we may consider more rural areas on a case-by-case basis as demand grows.
How do I get the service installed to my home?
Please call (309) 467-9373 to schedule your installation. We will make every effort to schedule a timely installation - your time is valuable too!
How much do the services cost?
Pricing for residential internet service can be found here. Please visit our Business Services page to request a service pricing quote for your business.
Are contracts required? Do you offer limited-time promotions or new customer deals?
At Heartland Fiber, our best price is available every day. We focus on delivering outstanding high-speed internet, local customer support and exceptional value with honest, straightforward pricing - no promotional gimmicks, no expiring discounts, and no contracts that require you to call back every year to keep your rate.
What is the installation process & costs associated?
New residential customers enjoy standard installation at no cost. When you sign up, we may schedule a short pre-installation consult to determine the following: placement & burial of your individual fiber-to-the-home, placement of utility house box on the home and placement of ONT and your router in the home. House boxes are approximately 8” across and are mounted on the home over the point of fiber entry for a protected service connection. We will schedule your service installation approximately 2 weeks out, have the projected fiber path located for utilities, run and bury the fiber and complete a standard installation at no cost to you.
The fiber line is plowed into the ground 4″-8″ deep via machine or by hand-digging depending on the individual situation. Fiber buried in landscaped areas will be located just under the landscaping materials, and not buried. Additional installation services after initial installation, installation to rural locations or other unique circumstances may incur special charges – please inquire if these might apply to your situation.
Installation of service varies from 1.5 - 2.5 hours in length and we schedule specific appointment times instead of day-long “installation windows” because your time is valuable!
If your home is already fiber-ready from a previous resident, the installation process may be shortened significantly.
What equipment is provided? Do I need to supply anything?
Heartland Fiber will supply the required Optical Network Terminal (ONT or modem). A one-time, refundable $50 deposit is required for the Optical Network Terminal (ONT). The deposit will be refunded once your service has ended and the company equipment has been returned.
Our ONTs do not have Wi-Fi capability built-in so customers may opt between the following
options:
1. Heartland Fiber offers the Ultimate Managed Wi-Fi Router & App for only $10 per month! This top-of-the-line Wi-Fi router covers up to 2500 square feet of your home or business, with additional mesh units available to expand your Wi-Fi coverage. Our router system manages up to 100 devices, comes with security protection and parental controls, free tech support and much more!
2. You are welcome to use your own Wi-Fi router if you prefer. If your router is available when we install your service, our technician will be happy to help get it connected and set up. After installation, you'll be responsible for maintaining and troubleshooting your router. If you need a technician to troubleshoot a customer-owned router, a service call fee may apply.
Internet Service
What service package do I need? What do the different speed numbers like 250/250mbps or 500/500mbps mean?
These numbers indicate the rate (megabits or gigabits per second) at which information is downloading (first number) to your device or uploading (second number) from your device. The larger the number, the faster the information is transmitted.
Downloading = Pulling data information into your devices i.e. streaming movies/TV/music, navigating the internet, etc.
Uploading = Sending data information from your device to other destinations i.e. file transfers, emailing, posting on social media, etc.
When download and upload speeds are the same, it's called symmetrical internet service. Symmetrical speeds provide a smoother experience for video conferencing, online gaming, cloud backups, and anyone who regularly uploads large files. Heartland Fiber's 100% fiber- optic network is built to deliver fast, reliable symmetrical download and upload speeds.
Unlike many cable and other non-fiber internet services, which typically prioritize download speeds at the expense of upload performance, fiber technology can consistently provide exceptional speeds in both directions.
Each service package description will guide you in selecting the best option for your household, but we’re happy to help answer your questions too!
Do you limit my monthly data usage or prioritize my service connection?
Internet without limits—that's the Heartland Fiber difference. We don't cap your data or prioritize internet traffic, so you can stream, game, browse, work, and connect with confidence. Heartland Fiber is your gateway to all the digital entertainment and information you enjoy.