Frequently Asked Questions

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Installation

    • When selecting the location for your fiber installation, be sure to let your installer know if pets or children will have access to the room or area where the fiber will be run.  Trailblazer Broadband is not responsible for any damage to wires or equipment that occurs in the home after installation, but more importantly, we want your family members and pets to be safe.  If you have pets that are prone to chewing, you may want to invest in a simple, inexpensive cord cover.

    • Installation occurs in two phases on two separate dates. Pre-installation brings fiber from curb to your home, followed by installation inside your home at a later date and time that you will choose when you sign up for service. You do not have to be home for pre-installation, but will need to be there for the In Home Installation at your scheduled time.

    • The standard installation fee for service is $89.95; however, if you are able to take advantage of our Mountaineer Discount, that fee will be waived.

    • Trailblazer Broadband service includes the lease of an Optical Network Terminal (ONT) that facilitates your internet connection as well as wireless connectivity if you subscribe to our managed WIFI service. This equipment will need to be returned to Trailblazer Broadband if and when service is terminated.

    • The lease of the equipment is included with the service. We highly recommend using our provided equipment whenever possible because it is configured to maximize efficiency and internet speed as well as to aid in any troubleshooting that might be required in the future.

    • If you wish to connect multiple devices within your home or use OnDemand or streaming TV services, a wireless router is essential. The good news is that Trailblazer Broadband’s Nokia Gateway acts as a modem and a wireless router all in one.  So if you subscribe to our Worry-Free WiFi service – which is including in the discounted Mountaineer Package, you will not need to have a separate wireless router.

    • It is our goal to set up your service to your satisfaction during the installation appointment. The cost of leasing the equipment is included in the monthly service charges. We highly recommend using our provided equipment whenever possible because it is configured to maximize efficiency and internet speed as well as to aid in any troubleshooting that might be required in the future.

      If you prefer, we will connect to your existing router and ensure that your internet is functioning properly. If there is a custom request or something unusual about your existing configuration that requires additional time or a return visit, an additional fee may apply.

    • When you sign up for service online, you will be able to select a time and date for installation inside your home that is convenient for you.

    • After signing and selected your installation date and time, you will receive an email with a confirmation of the time and date. You can go into your account online at any time to check the installation schedule if you forget. If you need to change your appointment or need further assistance, please call our Customer Support team at 970-577-3770.

    • You do not have to be home for pre-installation which takes place outside your residence between the time you sign up for service and your in home installation. You will need to be present for the in home installation.

    • The installer will help you determine the ideal location for your interior wall plate and the ONT during the appointment. In the meantime, it is a good idea to think about possible locations and to make sure that it is accessible. For best results, the ONT should be placed in a central location of the home near the main TV and/or computer. The area should have easy access, free of obstructions or heavy furniture and be near an exterior wall with at least two available electrical outlets.

    • Pre-installation takes place outside your residence between the time you sign up for service and your in home installation. You will receive an email when pre-installation is complete. This email will also include a reminder of your in home installation date and time.

    • During the initial in-home installation, our installers will work with you to determine the best placement for your ONT within our standard installation parameters.  They will confirm this selection with you before completing the installation.

      If you require an installation that falls outside our standard guidelines, a custom installation can be performed at a cost of $80/hour over and above the standard installation time. Likewise, if you choose to have your ONT moved after the initial agreed upon installation, a separate service appointment will be created for that move, again at a cost of $80/hour.