FAQ TOPICS
Please refer to our topics list of frequently asked questions. If there is a question that we have not answered, contact us.
ABOUT ERC
Who is ERC Broadband’s ideal customer?
We love serving community anchor institutions (CAI’s) across Western North Carolina, such as schools, libraries, government agencies, health departments and hospitals and non-profits of all flavors making a difference in the community.
We also enjoy being a part of sustainable economic development of the region, working with businesses looking to grow or enter WNC; or organizations simply needing more resilient / bigger-bandwidth connectivity.
And, we are a valued backbone network to carriers far-and-wide wanting to reach across the region but need a little help.
Is the ERC Broadband network all fiber?
Yes. We may, however, hand off a connection to our customer via a copper Ethernet connection (RJ-45).
Do you provide service to residential areas?
ERC Broadband does not provide residential services but works with providers across the region to help them serve consumers.
Do you provide service in my area?
ERC is presently active in Buncombe, Henderson, Haywood, Jackson, Macon, McDowell, Madison, Yancey, Mitchell, Avery, Watauga, and Transylvania counties.
How does ERC Broadband differ from local competitors?
ERC Broadband is a community focused carrier network. We focus on building and maintaining the most resilient network in the region and take joy in positively impacting our customer-partner’s ability to do more! Our efforts are directed at enhancing the communities in which we serve and driving infrastructure investment where it is needed to enhance opportunities in western North Carolina.
How can I inquire about service to my location?
- Call our main office (828-350-2415) or email us at sales@ercbroadband.azurewebsites.net and describe your need / interest.
- ERC staff will answer your questions.
- Know that it could take up to two weeks to ride out the route assess our cost to build / serve you. Once done, we can discuss cost of service.
If not currently available, do you have plans to expand into my area?
ERC Broadband is constantly expanding its infrastructure throughout the region.
How long should I expect installation for services to take?
Every installation is different. In some cases, we can turn-up services within a week. Some construction efforts, however, require permitting or other easements / rights that can take ninety days before we can start work. So, it is always best to contact us as early as possible in the process so we can complete our work as quickly as possible.
ERC Services
Do I have to agree to a contract?
A Service Agreement is standard with most services we offer.
What is your standard Internet service?
ERC offers symmetrical bandwidth speeds for upload and download, all at competitive prices. A dedicated Internet service is where ERC offers the purchased amount of bandwidth directly to our Tier 1 upstream Internet providers, and typically on a much larger hand-off. The customer pays for symmetrical bandwidth directly to the Internet.
Is broadband Internet service the same as high-speed Internet service?
Yes, but not all broadband Internet is the same. The Federal Communications Commission (FCC) defines broadband as high-speed Internet with a minimum speed of 25 Megabits per second download and 3 Megabit per second upload. ERC’s average customer Internet circuit is 1Gbps symmetrical.
Do you have dark fiber for lease?
Yes. Where we have available strands, we may either lease or IRU.
Tech Support
Who do I contact for trouble shooting?
ERC’s process is to contact us during normal business hours at support@ercbroadband.com and/or call (828) 350-2415.
After hours, call our 24-hour line at (866) 373-7110 and follow the prompts.
What if I go over my subscribed bandwidth?
That depends on the service you receive. Most ERC Broadband customers get full-rate bandwidth services. Others, who may have different needs purchase a service with a certain “commit” or subscription; in this model, we measure usage with “95th percentile bandwidth metering.” This represents the average of 5-minute samples taken throughout the month and removing the top 5% bandwidth samples. We try to work with customers to ensure that their bandwidth subscription fairly matches their usage. If customers go over, they are charged for their use of bandwidth in excess of their subscription.
Are you able to support a WAN (Wide Area Network)?
Yes. One of ERC’s specialties is working with customers to establish or enhance their wide-area network. Give us a call and let’s discuss your needs.
Are you able to provide a wireless connection?
In the mountains of western North Carolina, it is not uncommon to utilize wireless networking to reach customers. And, on occasion, the ERC will partner with a local wireless provider to support connectivity needs. This, however, tends to be the exception rather than the rule.
Internet Speeds
What is the maximum speed ERC lines can support?
Since ERC uses fiber optic cable, we can provide you with speeds from 10 Mbps to 100 Gigabits per second with our current equipment. It all depends on your needs.
What is download speed?
A download is where data flows from the Internet to a user.
What is upload speed?
An upload is where data flows from the user to the Internet.