A SUBSIDIARY OF OZARKS ELECTRIC COOPERATIVE

Frequently Asked Questions

FAQs

Background

What is OzarksGo?
OzarksGo is a telecommunications subsidiary of Ozarks Electric Cooperative, offering all-fiber gigabit Internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma.

Why are you doing this?
Reliable, affordable, high-speed internet access has become a vital service. Unfortunately, internet service in rural areas is often slow, expensive and unreliable.

Much like Ozarks Electric brought power to underserved communities in the 1930s and 1940s, OzarksGo is bringing high quality internet service to Northwest Arkansas and Northeast Oklahoma. Our mission is to connect our communities through innovative technology and provide reliable, affordable broadband services from a local name you can trust. This endeavor falls in line with Ozarks Electric’s mission to power communities and empower members.

This network allows Ozarks Electric to increase the reliability of electric service to its members, while OzarksGo provides broadband service that offers speeds and capabilities often found only in urban areas.

Much like Ozarks Electric did with electricity in 1938, we are providing real, affordable broadband to Northwest Arkansas and Northeast Oklahoma.

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Internet

What is fiber, and what’s so special about it?
Fiber optic systems use bursts of light sent through thin glass fibers to transmit information, resulting in much faster speeds than traditional copper lines. Most internet providers use fiber in their systems, but use copper lines for the final connection to the home, resulting in slower speeds. OzarksGo brings fiber all the way into your home, giving you access to symmetrical download and upload speeds up to 2,500 Mbps.

How much does it cost?
Internet service is $49.95 per month for Basic 100 Mbps, $69.95 per month for Enhanced 500 Mbps, $79.95 per month for Gigabit 1000 Mbps and $109.95 for Gigabit 2500+ Mbps. There are discounts if you bundle with other OzarksGo services. There are no other fees or taxes for internet service.

What equipment is required? How much does the equipment cost?
You are not required to provide any equipment for internet service, and there is no fee for the internet equipment. Managed wireless, which includes Wi-Fi equipment and configuration and maintenance of your home network, is $6.95 per month.

Are there any data caps?
No. Use as much data as you want with no caps or reduced speeds.

Can I use my own equipment?
You must use the ONT as the modem, but you can use a different wireless router if you prefer.

What is managed wireless?
For $6.95 per month, we will set up, maintain and manage your wireless network, including troubleshooting, updates and security.

What is the difference between 2.4 GHz and 5 GHz?
2.4 GHz is commonly used with older devices or small devices such as garage door openers and security cameras. It has a longer signal range but can be more susceptible to interference from other wireless equipment like Bluetooth and baby monitors.

5 GHz is used by newer, more sophisticated devices. It has a shorter signal range and may require repeaters or Wi-Fi extenders, but it runs at a much faster speed.

OzarksGo network equipment provides both options and automatically connects your devices to the signal that provides the best connection.

What happens if the equipment is damaged?
Physical damage will be charged to the subscriber. Malfunctioning equipment will be replaced by OzarksGo at no charge.

Do I have to return the ONT if I cancel service? 
Yes. You have 10 days from the date of the disconnect request to return your ONT and any routers and extenders. Unreturned equipment or damaged equipment may result in fees of up to $200 per unreturned item.  

How do I get internet to a secondary building (e.g., shop, garage, trailer) on my property?
Call us at479-684-4900 to set up a site survey. Our site surveyor will walk your property with you and help evaluate whether a second service point needs to be established or if a network cable can be installed, sharing service between the two buildings.  

Network cable option: If your secondary building is less than 300 feet away from your OzarksGo service point, we may be able to install a Cat5E (ethernet) cable. This cable will start from your primary location’s ONT and run underground to your secondary building. This allows us to hardwire a wireless Wi-Fi extender within your secondary building. A fee may apply.  

Second service point option: If your secondary building is over 300 feet away from your current OzarksGo Fiber service point, we will need to establish a second service point. 

Will you sell my browsing information?
No. We will never sell your information to third parties.

Will I get an OzarksGo email address?
OzarksGo does not provide email service. If you need a new email address, we recommend creating an account with one of the many high-quality free email providers.

I plan on doing a project that requires digging in the area where my fiber line has been buried. What do I do?
Two key steps need to be taken: 

  1. Submit a dig ticket through one of the websites depending on your location, ARKUPS 811 website: Click here or OKIE 811 website:  Click here  
    – This free service will send a locator out to your property to mark (using spray paint or mini flags) any underground public lines that may get in the way of your project. If a contracting company will be doing the digging, it is their responsibility to submit the dig ticket on your behalf. 
  2. If locator markings show that your OzarksGo Fiber line could be compromised during your digging project, please contact OzarksGo at 479-684-4900 to discuss re-routing your fiber line. 
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OzarksGo TV

What is OzarksGo TV?
OzarksGo TV provides live TV like traditional cable, but uses technology so you can use streaming devices such as Apple TVs, Amazon Fire devices, some Roku devices and tablets, smartphones and computers.

Can I pick and choose my channels?
OzarksGo TV offers flexible channel packages and a la carte premium channels so you can build a lineup to suit your taste and budget.

Do I have to rent set-top boxes?
No. You can provide your own compatible devices or rent set-top boxes, or a combination.

Can I use my own DVR?
No. OzarksGo TV includes 15 hours of Cloud DVR, with additional hours available: 100 hours for $5/mo, 200 hours for $8/mo and 300 hours for $10/mo.

What devices are compatible with OzarksGo TV?
OzarksGo TV works on a wide range of devices, including:

  • Amazon Fire TV
    • Stick Gen2
    • Fire TV Gen3
    • Stick 4K
    • Fire Cube Gen2
  • Apple TV
    • HD (4th generation)
    • 4K (1st generation)
    • 4k (2nd generation)
  • Roku
    • Express 3900X
    • Premier 3920X
    • Streaming Stick+ 3810X
    • Ultra 4640X
    • Roku 4 4400X
  • iOS Devices
    • iPhone 6S+
    • iPad
    • Requires iOS / iPadOS 13 or higher
  • Android Devices
    • Most Android devices running current version

Does this mean I can watch OzarksGo TV anywhere?
Due to contractual restrictions from providers, most content is available to watch only when you are connected to your home OzarksGo network.

Do I need internet service for OzarksGo TV?
Yes, you must have OzarksGo internet service to use OzarksGo TV.

How many devices can I install the OzarksGo TV app on?
There is no limit to the number of devices. The only restriction is on the number of simultaneous streams. All service includes one set-top box and two simultaneous streams. Each additional set-top box comes with two additional simultaneous streams, or simultaneous streams can be purchased separately from hardware.

How can I make sure my DVR recordings don't get deleted?
The included Cloud DVR deletes recordings after 7 days. Upgraded DVR features 90-day recording retention. If you wish to keep a recording longer than the retention period, make sure to mark it as locked before it is purged.

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Legacy TV

What is IPTV?
IPTV delivers TV using the same technology that powers the internet instead of conventional cable or satellite formats. Using our all-fiber network, we can deliver more than 100 channels in crisp HD to all the TVs in your home.
 
What channels do you have?
We have more than 100 channels available, including local, sports and premium channels. See the full lineup at https://www.ozarksgo.net/tv.
 
Is it all High Definition TV, or does that cost extra?
HD is included for any channel that offers High Definition.
 
What local channels will you have?
In Arkansas, KFSM-CBS, KAFT-PBS, KFTA-Fox, KNWA-NBC, KHOG-ABC, KHOG-CW. In Oklahoma, KOTV-CBS, KOED-PBS, KOKI, Fox, KJHR – NBC, KTUL-ABC.
 
Will you have any Oklahoma channels?
We will have the local channels for each Designated Market Area (DMA). Arkansas subscribers will not get Oklahoma channels, but Oklahoma subscribers who live in the Tulsa DMA will get Tulsa channels.
 
What equipment do I need, and how much does it cost?
You’ll need a set-top box for each TV. A set-top box costs $7.95 per month. If you opt for whole-home DVR, which can stream DVR content to any of your TVs you’ll need one DVR unit for $12.95 per month. The DVR also doubles as a set-top box. Learn more about the DVR on the manufacturer's website.
 
Can I buy the equipment outright instead of paying a monthly fee?
No, the equipment is only available for rent.
 
Do I have to return the equipment if I cancel service?
Yes. You will have 10 days from the date of disconnect request to return your set-top box receivers and DVR’s. Unreturned equipment or damage may result in fees of up to $250 per unreturned item.
 
What happens if the equipment is damaged?
Physical damage will be charged to the subscriber. OzarksGo will replace malfunctioning equipment.
 
Can I use TiVo or other third-party DVRs?
No, the TV service is only compatible with the devices we provide.
 
How many channels can the DVR record at once?
The DVR can record four streams at a time.
 
What’s the capacity of the DVR?
The DVR can hold roughly 250 hours.
 
Why do I briefly lose some channels twice a year?
Twice a year, the position of the sun aligns so that TV satellites are directly between the sun and the receiving dishes. The sun's rays overwhelm the satellite signal, causing brief outages for about 10 minutes per day for about a week. The time of the outage varies by which satellite a channel is using, but they are generally in the late afternoon.
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Phone

How much does phone service cost?
The phone service is $24.95 per month plus standard phone taxes. Discounts are available if you bundle with other OzarksGo services.

Can I have multiple lines?
Yes. A second line is $24.95 per month.

Can I keep my phone number?
You will be able to keep your phone number in most cases.

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Signing Up

Who can get OzarksGo?
OzarksGo provides residential and commercial service throughout the Ozarks Electric territory and beyond. Check availability and sign up through service here.

How do you decide who can get service first?
In deciding the schedule for construction, we consider density, total cost, cost per home or business passed, number of potential subscribers, the level of interest, cooperative communication needs and other factors.

How do I sign up?
Go to https://www.ozarksgo.net/go and enter the physical address where you would like to receive OzarksGo services. If we do not service your area currently, please complete the submission and be on the lookout for new areas we are coming to in the future.

Can I call in to sign up?
Yes! Give us a call at 1-866-569-2757 during business hours.

What if I’m not an Ozarks Electric member?
OzarksGo is expanding to select areas in Northwest Arkansas beyond the Ozarks Electric service area. You can check availability at ozarksgo.net/go. If you are not in an eligible area, you can also express interest, which we will take into account when considering future expansion.

Once I’ve signed up, when and how will you contact me to select a package?
Once you’ve signed up for services and any necessary construction is complete, we will call you to schedule installation and finalize your service selections.

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Pricing

How much does this cost?
Internet service is $49.95 per month for Basic 100 Mbps, $69.95 per month for Enhanced 500 Mbps, $79.95 per month for Gigabit 1000 Mbps and $109.95 for Gigabit 2500+ Mbps.  There are discounts if you bundle with other OzarksGo services. There are no other fees or taxes for internet service.

For $6.95 per month, we’ll also set up and manage your wireless network for you. TV starts at $35.95 with various packages and add-ons available.

The equipment for the internet connection is provided with no charge.

Listed rates do not include taxes, fees or surcharges.

Are there any package discounts being offered?
Yes! If you buy two OzarksGo services, you save $10 per month, and you save $20 per month if you get three.

Do I have to pick any particular services to get the discount?
No, you get the discount by combining any two or three services at any level. Internet is required for TV and phone service.

Do I have to pay taxes?
Internet service is untaxed. TV and telephone service are subject to standard taxes and fees, which vary based on your location.

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Installation

How do I schedule installation?
Once you have signed up for service and any necessary construction is complete, we will contact you to schedule a date for installation.

Do I have to be home for installation?
Yes, you must be home for installation to verify your selections and choose where to place the equipment. We require someone over 18 years old to be present.

Will somebody come inside my house?
Yes, the installer will enter your home to install the fiber optic cable and necessary equipment.

I’m building a house. What should I do to make sure it’s ready for OzarksGo?
It’s best to run Cat-5E or Cat-6 twisted pair wire anywhere there might be a TV, phone, computer or router. We recommend running the cabling to a central hub, preferably in the middle of the house. Make sure not to run Cat-5 next to electric wire or over any electric lights — it’s not shielded so it’s vulnerable to interference.

If you establish a central hub, we suggest stubbing a ½” piece of conduit outside near the electric meter, running flex conduit from there to the hub. When we install OzarksGo service, we’ll run fiber through the conduit, or give you fiber to run yourself.

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Contract


Do I have to sign a contract?
Yes, free installation requires a 12-month commitment to at least $49.95 per month of services.

Why?
Unlike other services that rely on existing copper phone lines or coaxial cable, OzarksGo brings a fiber optic connection into your home. This requires extra work, so we require a 12-month contract.

What happens if I want to cancel my contract?
You must pay the cancellation fee of $49.95 per month for the remainder of the contract. You may choose to bill the total amount remaining in one lump sum or pay out $49.95 for the remaining amount of months left on the contract.

Can someone take over my contract if I move out?
No, you must finish paying your 12-month commitment, and a new customer must establish a new 12-month commitment in their name.

Can I change services while under contract?
Yes. You may add or change your services. A new 12-month contract may be required if additional installation or construction at the home is required for any upgrades of service.

Will you buy out my contract with my current provider?
No, not at this time.

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Billing

When will I be billed for my service?
All billing will begin for OzarksGo services once installation is completed and all service options provided have been turned on. All services are billed ahead. This means that if you receive a bill in March, it will be for services in April.

Will my bills for electric and fiber be together or separate?
Your bills will be mailed together in the same envelope; however, each bill will be separated so that you can see the charges for each service.

How do I pay?
You can make a payment in any of our Ozarks Electric offices, by mail, through our automated phone system or online at MyOzarks.

How do I read my bill?
See Understanding Your Bill (PDF).

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