Frequently Asked Questions

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Installation

    • 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 recommend using our provided equipment whenever possible to maximize efficiency and 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. You can take advantage of our managed WIFI service when it becomes available, or if you prefer, you can use your own wireless router.

    • It is our goal to set up your service to your satisfaction during the installation appointment. 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.

    • Yes, our managed wifi service with the corresponding router can be added to your account at any time. Select it from the service options when you sign up online, or call our Customer Support team at 970-577-3770.

    • 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.