FAQs

KUB’s Fiber Operations staff perform planned maintenance on fiber-related systems four times each year to ensure our Internet, TV, and Phone products are operating reliably for our customers. We make every effort to minimize service interruptions by consolidating all service-affecting work into the hours of 2 a.m. to 5 a.m. For more information visit https://www.kub.org/fiber-maintenance.

The schedule for the remaining 2023 planned maintenance periods can be seen below.

• August 10, 2023 @ 2:00 a.m.

• November 9, 2023 @ 2:00 a.m.

• A technician will come out 2-4 days before your installation appointment to complete the prep work of connecting the fiber from the pole to the box outside of your house. It is not required that you are home for this however, if they must enter a gate to reach the box, they will knock on your door to inform you.

• Your in-home installation appointment window is scheduled for 4 hours but may not take the entire time.

• Someone over the age of 18 must be present for the entire installation.

KUB Fiber residential customers are eligible to purchase static IP addresses for $10 each. Please contact our call center at 865-524-2911 if you would like to order one.

For more information on static IP's visit our Static IP FAQs.

The Gig 1 gbps is equivalent to 1000 mbps. Internet speeds represent maximum wired network service capability speed to the home and recommended setup. Actual wireless speeds vary depending on WiFi 6 compatible devices.

Taking care of your network is a task that pulls your IT team away from the core of your business, pulling their focus onto troubleshooting instead of innovating. With Smart Gig at Work Managed WiFi service, you get access to experts who can ease this burden on your staff. Specialists can take over the time-consuming process of managing reliable and secure network connectivity for your employees and customers.

Smart Gig Managed WiFi Service provides enhanced technical support to the customer for $15/month. By choosing to subscribe, we will provide customers with a compatible WiFi-enabling router and equipment throughout the home and have access to the HomePass app portal to view their wireless network at a device level. With this service we have removed the burden of self home network management and will make sure that you get regular router upgrades so your network can perform optimally.

KUB Customers will not need a modem to receive our fiber internet services. We will provide a RJ45 Ethernet connection.

However, if customers want access to WiFi internet, they can purchase and provide their own compatible wireless router or receive a compatible router when they subscribe to KUB's Smart Gig Managed WiFi service for an additional $15 per month. If you are going to provide your own wireless router, we recommend using a WiFi 6 router. You can find recommended routers here.

Yes, KUB will make static IP addresses available for residential customers. There will be a monthly fee associated with this. The number of static IP addresses will be limited to two per residential household. Call 865-524-2911 to inquire about static IP addresses.

KUB does not expect there to be a cost associated with running fiber to a customer's home.

KUB customers are eligible for a monthly internet discount through the Federal Communications Commission (FCC)’s Affordable Connectivity Program (ACP). ACP provides up to $30 per month toward internet service for eligible households. For more information and to see if you are eligible to apply visit getinternet.gov.

KUB plans to install its fiber optic cables wherever the electric wires are installed. This means that, in most cases, when the electric lines are underground, the fiber will be underground, and where the lines are overhead, the fiber will be overhead.

We will provide a separate bill for our Fiber services. KUB believes it can be useful for customers to manage their internet and other fiber service costs separately. It will also ensure that nonpayment for fiber services will not impact other services provided by KUB.

We offer a base package that includes 1 gigabit symmetrical upload and download speeds for $65 a month to residential customers. Research has shown that these performance levels are currently unavailable for most customers in our electric service area for that price and will allow customers to operate more devices more reliably.

Television, phone, and managed Wi-Fi products will also be available to both residential and business customers.

KUB has dedicated local technical and customer support staff to ensure that our customers' issues are fully understood when they arise.

For technical support contact 865-524-2911, 24/7x365, and select '1' for fiber, then '1' for technical support.

For customer support contact 865-524-2911, 7am-9pm Monday - Saturday, and select '1' for fiber, then '2' for residential or '3' for business.

Yes, KUB will offer television and phone services. Explore our package offerings for both business and residential customers.

KUB TV can be accessed by downloading the KUB TV application on most connected devices in and out of the home. No additional equipment is required for smart televisions or televisions connected to Firesticks or similar hardware.

The packages have been designed with KUB customers in-mind and resemble traditional cable channel combinations. Explore our channel packages here.