Frequently Asked Questions

Fiber Optic Service is the installation and use of optical fiber from a central point to individual buildings. 

A fiber optic cable is an insulated network cable containing glass fibers. They are designed for long distance, high-performance data networking (internet service), and telecommunications (phone service).

Fiber optic cables have a higher capacity for network bandwidth than traditional cables. It is also less susceptible to electromagnetic interference with the physical properties of the glass fibers.

The City of Ammon is expanding its Fiber Optic Service across neighborhoods where there is a high demand for it. You can register to show interest and demand for Fiber Optic Service in your neighborhood.

No, residents and businesses are not forced to participate. That means participants will be given the option to voluntarily choose to participate. Residents and Businesses who choose not to participate will not be charged anything.

1. In-Home Meeting - Prior to construction, we will meet with you to discuss the entire process, particularly the finance portion and the specifics of your home such as the placement of the device inside and the conduit outside.
2. Construction - The construction team will have to excavate what we call “potholes” in your yard to identify the location and depth of existing utilities so we don’t damage them. We may also excavate holes on property lines for placing underground vaults. We will place cones around holes and we ask that you try to keep your children away from them. We will then use our underground bore machines to run conduit along the road edge and up to the house. Once the drilling is done we will return for restoration, including filling holes and laying sod. We ask that you make sure the new sod gets plenty of water, or it will not take. If we come for restoration work in the winter, please keep in mind that we will not be able to obtain sod until early spring (April).
3. Cabling - After the conduit and vaults are in place, we will return to run fiber optic cables through the conduits and vaults. Depending on the layout of the area, this could take some time.
4. Splicing - Once all the cables are in place, we will then go around and splice the cables together with our fusion splicers. This is the very time consuming and delicate process of fusing the glass fibers together. 
5. In Home Installation - At this point, all of the cables are run and spliced, which means we are ready to bring you on to the network. Typically, our installer(s) will send out emails to schedule a day and time for your install. This is usually a 2-hour appointment, but it could take longer, depending on the amount of work required in your home. Please see the next sheet in this packet labeled “Installation Policies” for more information regarding home installs.
6. Utility Application + Quick Start Guide - After the installation is complete, you are almost ready to join the Ammon Fiber network! All we ask is that you fill out a form that you will receive from the installer while they are there so we can set up billing and create your Ammon Fiber account. Once we’ve created your account, we will send you an email with some brief instructions on how to sign in to our website and choose your internet provider. Once you click on the one you want, your device will program itself and within a couple minutes you will have an internet connection through your new provider.

1. If you want fiber and have not already done so, please sign up on www.ammonfiber.com.  If you have already signed up and are in the current LID area, you can check the progress here: http://www.ammonfiber.com/.  
2. Areas remaining to be done in the current LID are north Centennial Ranch and Briar Creek areas. If you have already signed up and are not in the current LID area, please note that the next LID (LID 6) will cover the following areas:  Quail Ridge Estates, Trailwood Village, Hillsdale, Hillview Village, Ammon Townsite, and Granite Creek.  If you are not listed in LID 6, you will be in LID 7, which we expect will be the final LID.
3. If you live in a completed LID area but you did not get fiber, please contact the City to see about getting you connected.  208-612-4000.

If you want fiber and have not already done so, please sign up on www.ammonfiber.com. If you have already signed up and are in the current LID area, you can check the progress here: http://maps.ammonfiber.com/.
Areas remaining to be done in the current LID are north Centennial Ranch and Briar Creek areas. If you have already signed up and are not in the current LID area, please note that the next LID (LID 6) will cover the following areas: Quail Ridge Estates, Trailwood Village, Hillsdale, Hillview Village, Ammon Townsite, and Granite Creek. If you are not listed in LID 6, you will be in LID 7, which we expect will be the final LID.
If you live in a completed LID area but you did not get fiber, please contact the City to see about getting you connected. 208-612-4000.

As our fiber project is starting to reach homes, let us take a few minutes to show you the steps that are necessary to take fiber from our central hub to your home.

Numbers match in the picture:

1. The first step in the process is to receive your permission to run fiber to your home.

2. Now we have a representative come to your home. We will meet with you to discuss the entire process, particularly the finance portion and the specifics of your home such as the placement of the device inside and the conduit outside.

3. Utility Locates will be called and they will paint and place flags where their utilities are, so that when we drill in the ground we don't hit those utilities.

4. After marking the path, the ducting (conduit) is run along the road into hand hole boxes. The orange “pipe” that you see sticking up out of the ground is the ducting.  They will also place boxes in the ground.

The construction team will have to excavate what we call “potholes” in your yard to identify the location and depth of existing utilities so we don’t damage them. We may also excavate holes on property lines for placing underground vaults. We will place cones around holes and we ask that you try to keep your children away from them. We will then use our underground bore machines to run conduit along the road edge and up to the house. Once the drilling is done we will return for restoration, including filling holes and laying sod. We ask that you make sure the new sod gets plenty of water, or it will not take. If we come for restoration work in the winter, please keep in mind that we will not be able to obtain sod until early spring (April).

5. After the conduit and vaults are in place, we will return to run fiber optic cables through the conduits and vaults. Depending on the layout of the area, this could take some time.

Once all the cables are in place, we will then go around and splice the cables together with our fusion splicers. This is the very time consuming and delicate process of fusing the glass fibers together.

6. After marking the path, the ducting (conduit) is run up to the side of the home. The orange “pipe” that you see sticking up out of the ground is the ducting.  

The construction team will have to excavate what we call “potholes” in your yard to identify the location and depth of existing utilities so we don’t damage them. Once the drilling is done we will return for restoration, including filling holes and laying sod. We ask that you make sure the new sod gets plenty of water, or it will not take. If we come for restoration work in the winter, please keep in mind that we will not be able to obtain sod until early spring (April).

7.After the Main line fiber wiring is done, you will receive an email to schedule an in-home install.  This is where the Installer will run the drop fiber from the box at the street to the home and terminate in a box on the side of the home.

8. The installer will next install the fiber equipment inside the home.

9. The installer will have you fill out a form the will be sent to our fiber office.  They will create an account and email you setup information so that you can set up your internet service.

10. Now you can celebrate!  You are ready to use your new fiber optic internet.

The construction team will have to excavate what we call “potholes” in your yard to identify the location and depth of existing utilities so we don’t damage them. We may also excavate holes on property lines for placing underground vaults. We will place cones around holes and we ask that you try to keep your children away from them. We will then use our underground bore machines to run conduit along the road edge and up to the house.

Once the drilling is done we will return for restoration, including filling holes and laying sod. We ask that you make sure the new sod gets plenty of water, or it will not take. If we come for restoration work in the winter, please keep in mind that we will not be able to obtain sod until early spring (April).

The paint will wash off.  

Once the orange conduit is installed in the flags can be pulled up.  These are put in by the utility locators to mark their lines so that we don't hit them when we are drilling.

Current internet service providers (ISPs).

A Snapshot of the ISP plans can be viewed here.

You can login to a demo account in our customer portal to see the different ISP plans available.

Just click "Customer Portal" above and log in with the credentials below.

Username: coademo

Password: coademo

On the left side Under Internet Services, click "View Providers"

You can call the City of Ammon during office hours 8am - 4:30pm at 208-612-4090 .

If you need support related to your internet, we would suggest trying to call your service provider first. If you can’t reach them, please call us.

ISP Support Numbers:

Advanced Stream:
(208)747-8000

Altitude Fiber:
(208)497-0716

Direct Communications:
(208)548-2683

Fybercom:
(208)403-0505

QwkNet:
(208)522-7638

Rimrock Internet:
(208)536-3339

SilverStar:
(208)252.6289

Sumo Fiber:
(208)757-4000

Quick Start Guide

Gen1

Gen2

Gen3

Gen4

Welcome to the City of Ammon Fiber Optic Utility!

This guide is intended to assist you in connecting for the first time.

PLEASE USE GOOGLE CHROME AS YOUR BROWSER,  IT WORKS BETTER.

1. Go to: https://portal.ammonfiber.com/

   1. Log in using the username / password given to you by the Fiber Dept.

   2. Click your profile name in the top right, then click Account Settings. 

2. You must change/update your Personal Information.

   1. Change your default password to something secure.  Recommend 12 to 16 characters.

      1. Passwords must contain at least 8 characters and less than 16, at least 1 uppercase and 1 lowercase, 1 number and 1 special character.

   2. Set a couple security questions and answers in order to reset your password if it is forgotten.

   3. Please change your other personal information by clicking on edit for "My Details", then click save.

3. Click Dashboard, top left corner

4. To sign up for a new service you can do that by clicking on any of the following: {Can take a sec to populate}

   1. "New Service" button 

   2. "View Providers" button

   3. "Find a Plan" button.

5. Here you can choose the ISP and Internet package you would like.

6. Once you have identified the package you want, click "Subscribe".

7. The next screen asks what port or LAN you want the service delivered on, where your router is plugged into. Each port is its own Internet Service;  Only plug 1 ROUTER into the Fiber Modem per internet service.   DO NOT plug your other devices into the Fiber Modem.  You won’t get service.  Plug those devices into your Router, for the internet.

8. If your router is plugged in you should see "Up" next to the port that it is plugged into.  The default is  "LAN 1".             a.   DO NOT select SFP1.

9. Read the City of Ammon Network Operator / ISP Disclosure and click "Continue" and click “Subscribe”.

10. Automated provisioning can take a minute or two.  Depending how fast your router communicates with the ISP you may or may not see the All Done page.  You also can be redirected to their welcome page.

11. Once this process is completed, you should now have full internet access with your new internet service provider. Strongly recommend contacting the ISP to set up your billing. If you don’t, you may be shut off automatically after 24 hours.

12. If you haven’t already, connect an ethernet cable from LAN 1 [or whatever port you put your service on] of the fiber device (MODEM) to the WAN/internet port on your wireless router.  Plug all your ethernet devices into the Router LAN ports.  If you have a switch it needs to be plugged in after your router, and devices plugged into it.

13. Proper cabling/setup…

    1. FIBER MODEM

       1. ROUTER

          1. SWITCH

             1. All your devices

14. Set up your router.

    1. If you are using an existing router then there is nothing you need to do.

    2. If you bought a new router then make sure you go through the initial setup process on your router.

    3. Most routers will block the internet until you go through the first time setup process. This usually involves downloading the manufacturer’s app on your phone and following their instructions.

15. We HIGHLY recommend an uninterruptible power supply (UPS) device that will protect your device(s) from power surges and outages. Residents that have these see far less issues with their internet when their fiber device and router are plugged into UPS devices.  You don’t need to spend much, $40 to $60. If you shop Amazon here is a Link

Thank you in advance for taking the time to carefully review and follow the steps outlined in this Quick Start Guide.  Here at the City we value our residents and appreciate the opportunity to serve.  If you experience any problems, please contact the City or your ISP for support.

Standard residential support is provided by City staff during normal business hours 8am to 4pm..  Residents desiring support should call the Fiber Departments phone number at 208-612-4090, and briefly explain to the operator the problem and they will assist you with your problem. 

We do not have after hours support.  

We also have a ticketing system at help.ammonfiber.com to submit a ticket to the Fiber Support group.

If you have any other questions, please feel free to visit help.ammonfiber.com and submit a ticket, or you can call (208)612-4090.

Cabling

After the conduit and vaults are in place, we will return to run fiber optic cables through the conduits and vaults. Depending on the layout of the area, this could take some time.

Splicing

Once all the cables are in place, we will then go around and splice the cables together with our fusion splicers. This is the very time consuming and delicate process of fusing the glass fibers together. 

In Home Installation

At this point, all of the cables are run and spliced, which means we are ready to bring you on to the network. Typically, our installer(s) will send out emails to schedule a day and time for your install. This is usually a 1-hour appointment, but it could take longer, depending on the amount of work required in your home. Please see the next sheet in this packet labeled “Installation Policies” for more information regarding home installs.

Utility Application + Quick Start Guide

After the installation is complete, you are almost ready to join the Ammon Fiber network! All we ask is that you fill out a form that you will receive from the installer while they are there so we can set up billing and create your Ammon Fiber account. Once we’ve created your account, we will send you an email with some brief instructions on how to sign in to our website and choose your internet provider. Once you click on the one you want, your device will program itself and within a couple minutes you will have an internet connection through your new provider.

• A legal adult must be present during the entirety of the installation process.
• No work is performed in tight or confined spaces including the attic and other crawl spaces.
• Only one penetration into the house through an exterior wall is performed. The exterior box must be situated to allow access by the City of Ammon Fiber Department employees.
• The resident is responsible for moving things to allow the technician enough room to work. The technician will not move things in the home that belong to the resident unless permission is granted.
• The City will not perform any finish work after installation, this includes drywall, painting, siding, and other related work.
• We will not reuse or remove other companies fixtures, this includes termination boxes and cabling on the side of the dwelling. We will also not allow other companies to use our termination box or cabling.
• The City of Ammon is not responsible for any networking devices or configuration past the VBG (sometimes called a modem), this includes the resident's router, Ethernet cabling, and wireless systems.
• Any incorrectly configured devices plugged into the network that may cause an issue with other devices on the network will have their connection turned off until the issue is resolved.
• The VBG (sometimes called a modem) will be installed within 15 feet from the exterior penetration or what the technician deems reasonable.
• The installing technician has the ability to reschedule or cancel the installation if any issues arise that may need to be addressed by either the technician or the resident.

Any and all internet connections with all providers require a modem AND a router. In many cases, such as Sparklight or CenturyLink, they provide a device that is a combination modem/router. With Ammon Fiber, we provide a device that functions similarly to a modem, Gateway.  It does not have router capability, so you need to plug in a wireless router to broadcast a WiFi network to allow your phones and other wireless devices to connect to the internet.

You will need to purchase a wireless router to support the service from your internet service provider (ISP).
We don’t recommend a specific model or brand because there isn’t a ‘one size fits all’ solution and everyone has different brand preferences. The only requirement is that you get a wireless router NOT a modem or modem/router combination. Many routers are rated for a specific square footage of home- we recommend you find one that will fit the size of your home and the number of devices you want to connect. We invite you to consult with your internet provider, your neighbors, or friends for recommendations.

While any wireless router will work, you will want to make sure you select a router that will meet your expectations because your wireless router is what connects your devices to your fiber service. Over 90% of customer complaints come from their WiFi router's performance, not from the actual fiber service.

We have seen may problems with the Netgear Orbi's, Netgear R7000, and Linksys Velop. They have flaky wireless signal. PLEASE DO NOT PURCHASE THESE!

Other then the above we have seen good success with Netgear products.  They are not the only or best option.  You will need to select your router based on the size of your home and the number of devices connected.
For homes 1,500 sq. ft. and under consider the Netgear AX routers with WiFi 6.
For homes over 3,000 sq. ft. consider a mesh system like Google Nest, TP-Link Deco, Asus Zen...

YES!

A UPS is a Uninterruptible Power Supply.  You can get then Locally @ Best Buy, Walmart, Batteries Plus, among many others and online, like Amazon.

You don't need to get anything fancy or expensive.  We would recommend something around the $50 range.

Do not plug large equipment into the UPS, like printers, water softeners and space heaters.  These will reduce the life of the UPS.

First I would log into your Ammon Fiber Customer Portal.  Here you can see if your device is online.

1. Open a browser and go to : https://portal.ammonfiber.com/
1. Login with your username and password
2. Here you can see your Fiber device status and subscriptions.
2. The image on the dashboard will display either a clear image or a red image, depending on its status.
1. If the image is Clear That means your Fiber device is online.
• Talk to your ISP.  The problem could be your router or ISP service.
2. If the image is Red, That means your Fiber device has lost communication with Ammon Fiber.
3. Talk to Ammon Fiber or submit a ticket @ help.ammonfiber.com
• Could be a failed device, broken fiber line
• Could be a mouse.  This is very common. Sorry no resident wants to hear this.
• If this is the case the resident will be required to put in a ¾” or 1” surf tube from the box outside to where the fiber box is inside.
• Once this is done we will then run a new indoor fiber line.

If it is offline you can call Ammon Fiber.

You can call the City of Ammon during office hours 8am - 4:00pm at 208-612-4090

If it is online you can contact your ISP.

If you need support related to your internet, phone, or cable service, we would suggest trying to call your service provider first. If you can’t reach them, please call us.

ISP Support Numbers:

Advanced Stream:
(208)747-8000

Altitude Fiber:
(208)497-0716

Direct Communications:
(208)548-2683

Fybercom:
(208)403-0505

QwkNet:
(208)522-7638

Rimrock Internet:
(208)536-3339

SilverStar:
(208)252.6289

Sumo Fiber:
(208)757-4000

Currently for T.V. service there is no fiber service.  But through the internet you can stream Netflix, Hulu, Amazon Prime and many others. 

You can also continue to use your Sparklight, Direct TV and Dish Network.

Yes you can.

There is a service called Voice Over IP (VOIP) which is phone service via the internet. There are various third-party providers that even allow you to keep your same phone number, by porting.

We can recommend Ooma (https://www.ooma.com/home-phone/).

With Ooma you pay a one time charge for the phone base and/or equipment (https://www.ooma.com/home-phone/shop-home-phones/), + monthly 911 taxes (Ooma Tax Info https://www.ooma.com/home-phone-service/savings/#get-tax-calculator-position).

Their base phone service is free.  They do have other packages that costs.

You can port your current phone number to Ooma, usually a $39 charge (https://www.ooma.com/home-phone-service/choose-phone-number/).

You also can reach out to your new internet provider for suggestions and help with setup.