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Frequently Asked Questions

Q. Will REC make Roanoke Connect and its service available to all REC member-owners?

A. Yes, REC plans to expand Roanoke Connect throughout its entire service territory.

Q. How will Roanoke Connect help me save money?

A. Electric bill credits for member-owners who allow us to install one or more of our devices at their homes or places of business and / or agree to participate in our energy savings programs:

• $4 monthly credit for Ecobee Wi-fi Enabled Smart Thermostat program
• $1 monthly credit for Water Heater Load Limiting Program
• $0.50 monthly credit for E-Bill
• Remote payment functions, rewards and discount programs
• Lower energy usage when using the connected devices

Q. Does this include phone service?

A. Yes, we will have voice service available.

Q. How much will it cost?

A. Member-Owners-Fixed Wireless: $44.99 per month for an internet connection. Installation is $175.00 and can be waived with the installation of the smart grid devices.
Non-members-Fixed Wireless: $59.99 per month for an internet connection. Installation is $175.00.

Custom installation charges can be quoted at time of installation.

Q. What other benefits does Roanoke Connect provide REC’s member-owners and the community?

A. Roanoke Connect covers REC’s entire service area; including residential, business, and community anchor institutions. The project will help fulfill broadband needs in the areas of education, economic development, healthcare, public safety and local governments. The project is a community effort, needing the support of counties, schools, and others to leverage REC’s assets for build-out and to take advantage of resources owned by others (i.e. water towers, antennas, etc.)

Q. Will I need to purchase any equipment?

A. No, the radio will be mounted on the outside of your home/ business. Inside you will have a router.

Q. How long will the installation take?

A. Fixed Wireless-The installation for the internet takes approximately 2 hours and an additional 1 hour each for the smart grid devices. Please plan for at least a 4 hour window for a full installation.
Fiber-to-the-Home-To be determined

Q. Where should the router be installed in my home?

A. As close to the center of your home as possible. A centralized location will give you the best signal throughout the home. A technician will help determine the best location prior to installation.

Q. What speeds will be offered?

A. We are not quoting speeds at this time; however there is enough throughput for streaming/gaming, with no buffering.

Q. Will you buy out contracts from other providers?

A. No.

Q. Is there unlimited data?

A. Yes.

Q. Will you throttle back the throughput once someone exceeds a certain amount of data?

A. No.

Q. Who will take calls for connects/ disconnects?

A. Roanoke Electric Member Services Department. The hours for the call center will be the same as Roanoke Electric. All billing and service inquiries will be handled through Member Services.

Q. How will we handle rental locations?

A. We will connect similar to electric service with the landlord’s permission for the devices.

Q. When will I get my first bill and how will I receive it?

A. Your first bill will generate in one of four billing cycles, much like that of the electric billing. Your internet bills will be e-mailed FREE of charge. A monthly paper copy of your invoice can be mailed for $2.50 per month. The first bill will be pro-rated from the date of installation and include an additional full month in advance charge. Subsequent bills will be for the amount of the monthly charge plus any applicable fees.

Q. Will the Water Heater Control make my water cold?

A. No, the water heater control turns the elements off during high demand peak periods for electricity. During that time, your tank will retain its temperature; however, if the device senses a change in the temperature of your water due to use, it will stop the event and turn your elements back on as normal.

Q. What if the internet or devices are not working?

A. We have a 24/7 technical support line for the internet and devices at 1-833-813-2220 or 1-800-433-2236, option 4.

Q. Will I be able to control my HVAC unit using the Ecobee if the internet is out?

A. Yes, the Ecobee can still be set/adjusted manually using the device on the wall without an internet connection.