Please refer to our topics list of frequently asked questions. If there is a question that we have not answered, contact us.
Is the ERC a commercial broadband company?
No. ERC is a 501(3)(c) non-profit founded in 1997.
Is the ERC network all fiber-optics?
Yes and no. ERC’s network is indeed all fiber-optic. 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 has never provided service to private residences.
Do you provide service in my area?
ERC is presently active in Buncombe, Henderson, Haywood, Jackson, Macon, McDowell, Madison, Yancey, Mitchell, Avery, Watauga, and Rutherford counties.
How does ERC differ from local competitors?
ERC is a community focused not-for-profit. We do not have any required return on investment (ROI) associated with our efforts. 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 request a quote to build to my location?
- Call our main office (828-350-2415) or email us at email@example.com and describe your need / interest.
- ERC staff will answer your questions.
- Know that it takes approximately two weeks to ride out the route to any given location and document the cost. Once done, we can discuss the viability of doing a build.
If not currently available, do you have plans to expand into my area?
ERC 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.
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 100Mbps symmetrical.
Do you have dark fiber for lease?
Yes. Where we have available strands, we may either lease or IRU.
Who do I contact for trouble shooting?
ERC’s process is to contact us during normal business hours at firstname.lastname@example.org and/or call (828) 350-2415.
After hours, call our 24-hour line at (877) 373-7110 and follow the prompts.
What if I go over my subscribed bandwidth?
That depends on the service you receive. If you utilize ERC’s dedicated bandwidth service, we measure your 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.
How do you ensure that your Data Center and PoP are secure?
ERC’s facilities are located in the Federal Building in downtown Asheville, NC. It is monitored and guarded 24×7 and requires badged access. For those not badged, a security screening is required to enter the building. After that, access to the ERC data center and/or PoP, customers require an ERC-issued badge. ERC facilities also have separate biometric security and monitoring.
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.