Frequently Asked Questions

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What is the Shelbyville Fiber network?

A privately funded project to deliver fiber optic Internet to the city of Shelbyville.

What approvals are there for the fiber network?

Hoosier Fiber Networks has full blessing, and permits, of the city of Shelbyville and Public Works department.

Are taxpayer dollars paying for this?

No, this is a privately funded project with no tax dollars used.

Who is GigabitNow?

GigabitNow brings over 30 years of Internet connectivity and customer focused experience to Shelbyville. GigabitNow designs, constructs, and operates custom fiber to the home community networks. Hoosier Fiber Networks felt it was important to bring the best possible Internet service provider to the city of Shelbyville, and GigabitNow is that provider. In addition to providing turnkey solutions for the design, construction, operation and support of gigabit fiber to the networks, GigabitNow’s parent company IsoFusion provides full-service business and enterprise Internet, colocation, cloud services and more. We are truly one company to deal with that takes care of everything.

Who is IsoFusion?

IsoFusion is the parent company behind GigabitNow. A regional ISP with over 30 years of experience in Internet connectivity and an amazing range of IT solutions and expertise including, server colocation and custom data center solutions, business connectivity services fiber and Ethernet connections, private and hybrid cloud, network design and cabling installation and live 24/7 systems monitoring and maintenance.

Who is Hoosier Fiber Networks?

Hoosier Fiber Networks is a fiber optic broadband infrastructure provider, responsible for the build out of a fiber-to-the-premise network that is anchored in Bloomington, and serves Columbus, Shelbyville, and Bartholomew County. Hoosier Fiber Networks works with communities across Indiana to close today’s digital divide by building reliable fiber infrastructure that will be sustainable for the next 100 years. They specialize in developing, designing, building, financing, maintaining, and operating fiber broadband networks structured as either public private partnerships or privately funded infrastructure projects.

Who is AEG?

Atlantic Engineering Group (AEG) is a privately held telecommunications engineering and construction company that specializes in fiber optic internet infrastructure deployments. AEG is a subcontractor for Hoosier Fiber Networks and is responsible for laying the fiber optic cable along city streets via directional boring and aerial installation methods.

Who is OnTrac/Axis?

OnTrac is a leader in connectivity with a core focus on broadband fulfillment services such as drops, splicing, and fiber optic installations for residential and commercial property.

Axis Fiber Solutions is a communications construction company providing innovative horizontal trenchless technology solutions for residential and commercial applications. With over fifty years of experience in trenchless technology services, Axis is equipped to offer customer-driven, high-quality services.

How is the fiber project being built?

The Shelbyville Fiber network is being constructed using both aerial installation, and directional boring methods. Aerial installation will be used in all areas where utility poles are available. The Directional Boring, or “underground” method is used in areas of the city where utility poles are not directly available, and utilizes the utility right of way, or public easement for fiber installation.

Are you building on my property?

The Shelbyville Fiber network is being constructed on properties with established easements or by aerial installation on utility poles when available. No building will take place on residential property unless you order service.

I don’t own a computer. Do I have to sign up for GigabitNow fiber optic Internet?

The GigabitNow Shelbyville network works for more than just computers. It gives you the amazing capability to stream tv, movies and music, surf the Internet using any smart device, and utilize home automation devices that make life easier and more organized. It is a state-of-the-art network for delivering data, voice, and other advanced communications services.

What is GigabitNow Shelbyville fiber optic Internet?

GigabitNow fiber technology offers fast, reliable Internet connectivity to residential and business customers. Unlike cable Internet, our connection does not limit you. There is no boosting, no throttling, no bandwidth caps on speed, sites you visit, or protocols used by your connection — just fast fiber Internet! Fiber technology is state-of-the-art and can scale to higher speeds allowing for more capabilities. Letting you do more and do it faster! Fiber Internet allows for better telecommuting, business startups, health services and educational learning.

What is symmetrical Internet?

A symmetrical connection is a 350 Mbps/350 Mbps Internet connection, which means you get 350 Mbps download AND upload speeds. Most Internet service providers, like the telecommunication companies, deliver asymmetrical Internet. They throttle upload speeds, slowing outgoing traffic to only a small percentage of your download speed. You may be able to download movies at 100 Mbps, but your cloud backups can only go to 10 Mbps. GigabitNow customers receive symmetrical Internet speeds. So, instead of other companies, providing 50 Mbps down and 10 Mbps up, we provide the same speeds up and down.

Will there be monitoring devices or smart meters installed?

The modem device is the only powered piece of equipment that will be installed on your property. The city of Shelbyville is using the network for some Smart City technologies but nothing is planned at residential locations at this time.

Isn’t wireless the latest technology? Why wouldn’t we use wireless?

Wireless and fiber are both fast evolving, popular technologies for distributing broadband. Fiber, however, has many advantages over wireless. Fiber can be routed to guarantee service at every home and business. Fiber is laid in-ground and is the most future-proof solution with a capacity well in excess of current and anticipated demand.

Who is responsible for repairing and maintaining the fiber?

It is the responsibility of Hoosier Fiber Networks to maintain and repair the fiber optic cable to the property line to each residence. However, if the cable is damaged on the homeowner’s property, then the homeowner is responsible for promptly paying for the cost of such repair by GigabitNow Shelbyville unless the damage to the cable is on the homeowner’s property was due to negligence or willful misconduct of GigabitNow Shelbyville.

Does GigabitNow use laser light?

Yes, GigabitNow uses Laser light to transmit data. If you are required to move or troubleshoot with the gateway device, please be aware of the presence of laser light. If you look directly into the laser light it can cause serious eye damage. If you see that the fiber is not connected and you observe the presence of laser light, contact GigabitNow immediately.

Warning: The fiber cable is extremely fragile, please do not attempt to touch or remove this cable. Repairs for any damage to this cable will be billed to the homeowner.

My Wi-Fi isn’t working or is working slow, what do I do?

Please reach out to our support team. This could be an issue with your connection or router. We can review the trouble you are having and work to correct it. If you opted for a GigabitNow Wi-Fi router, we can remotely customize the wireless settings to work better for the devices in your home.

I missed my scheduled appointment with the installer. Am I subject to a missed appointment fee?

Yes. A missed appointment fee may be applied and will be billed by GigabitNow directly to you.

What can I do with my fiber Internet connection?

Aside from using the Internet for browsing and communicating like never before, there are a number of services you can use with your GigabitNow Internet connection. Video conferencing for work and school is simple, clear, and easy. Online gaming and online communication will work without lag or issues. Streaming television and online content is amazing and fast. You can learn more on what you can do from our Streaming Devices and Services page.

What is “Ethical Personal Data Privacy”?

Ethical Personal Data Privacy is GigabitNow’s position on your rights as a customer and your Internet connection. GigabitNow has always worked and will continue to work to keep our network free arbitrary constraints and will keep your data and usage habits private. We will never sell or share your personal information, data usage, or impose limits on you as a customer. We continually work to find more and better ways to connect our customers to the content they want. The Internet was designed to be free and open, not controlled by monopolistic gatekeepers.

What is “net neutrality”?

Net neutrality regulations were enacted to protect the public access to an open and fair Internet. The protections made it illegal for Internet Service Providers (ISP) to put “throttles” on certain websites (make them faster or slower), or make the public pay more to access non-preferred websites. Those protections were recently repealed by the federal government. You can read more about our position on the IsoFusion Blog.

Why is net neutrality important?

Net neutrality is important because it helps keep the Internet open and equal — you could view what you want, when you want, on any provider (Netflix, Showtime, Hulu, etc.) you prefer. Without net neutrality, Internet content providers could legally become “gatekeepers” choosing to speed or slow certain content, or charging fees for access.

What is really going on with “net neutrality”?

This is largely a battle between large Internet content providers such as Spectrum, AT&T, Verizon and others. Some, but not all, of these companies don’t want to be regulated by the government. Many have publicly stated that there are no plans to change existing public access policies to the Internet, but to some providers the regulations were restrictive. However, without the net neutrality regulations in place, no one really knows what these large content providers might do in the future.

How does this affect GigabitNow Shelbyville?

This does not affect GigabitNow Shelbyville. We do not generate Internet content — we are only providing the mechanism through which the Internet is provided to subscribers. In doing so, GigabitNow is dedicated to the goal of providing the benefits of an open Internet to everyone while keeping the Internet free from corporate interference. More details regarding privacy and neutrality policies of our ISP can be found on the IsoFusion Blog. We urge all GigabitNow Shelbyville subscribers to read this statement.

Should I use a surge protector with my gateway?

We strongly recommend the use of a surge protector with any expensive electronics that you may own, including your gateway. A surge protector will help protect the gateway and extend its service life span.

I’m pre-registered, what’s next?

Next step, you will receive a reminder from GigabitNow to setup your account and payment method along with receiving details on your selected speed plan, additional equipment and optional services.

Who will answer my technical support questions?

GigabitNow Technical Support Staff (1-800-315-3509 or

Can I sign-up for residential service now?

You can save your place in-line now so that you can be the first in your neighborhood to receive fast fiber optic Internet service from GigabitNow. You can sign-up for residential fiber Internet by visiting the order page. Service activation will start November 2023.


What are GigabitNow Internet Service speeds?

GigabitNow fiber services are like nothing you have used before. They are reliable, fast and affordable. We offer 350 Mbps, 1 Gbps, 2 Gbps, 5 Gbps, and 10 Gbps fiber service speed connections with no bandwidth throttling or limits on the data you transmit each month.

What equipment will be installed in my residence?

Hoosier Fiber Networks technicians will be installing an Optical Network Terminal (ONT) on the outside of your home that will connect your home to GigabitNow’s fiber optic Internet. An ONT is used to separate the line of fiber from the exterior of the home and the interior of the home. It is an unpowered box mounted on an exterior wall of the home. The drop fiber runs from the street to the ONT. A shorter fiber cable runs from the ONT, penetrates the house exterior and connects to the fiber gateway on the house interior.

What are options for the router device?

When you sign up for service with GigabitNow you will have the option to either keep your existing router device, or upgrade to a GigabitNow provided Wi-Fi 6 router for an additional fee.

Where will fiber be connected to my home?

Typically the fiber will be installed on the closest external wall of the front of the home, on the opposite side from power, water, electricity lines.

Does the fiber split when in the home?

We do not need to splice the fiber when it’s in the home. The fiber is connected and secured in the gateway device.

Do I own the Internet gateway installed in my home or business?

No. GigabitNow owns the equipment utilized to deliver your service. You are responsible for maintaining any equipment while in your possession and keeping it in good working condition. You may be asked to pay for the equipment or replacement in the event of misuse, physical damage, theft, or other conditions outlined in the terms of service. We ask that you return GigabitNow equipment within seven days if you cancel service, or you will be liable for the purchase price.

How long will it take before I see my new speed plan if I upgrade?

Not long at all. The entire process can take anywhere from 5 to 10 minutes, but is usually less than a few minutes.

Will changing my plan change my billing date?

No, your billing date will remain the same.

What if I change my plan in the middle (or some portion) of the month?

Your bill will be automatically pro-rated based on when you sign up for the service.

If I switch plans to another speed and decide I don’t need it; can I switch back to the original plan anytime I want?

If you feel the need to change your speed you can do so online through My Account. GigabitNow allows you to change your speed plan once a month. For example, if you upgrade your service plan on June 1st and decide to downgrade back to original, you will not be able to do so until July 1st.

Does upgrading my Internet speed require a technician to visit my home or additional equipment?

Upgrading is easy and only takes a few minutes to complete. New equipment may be necessary if moving to a 5 Gbps plan or greater. To change your Internet speed, you can do so online through My Account.

What if my Internet does not seem faster after I upgraded the speed?

There are a number of factors that can contribute to the degraded Internet speeds — from your personal network equipment to using your Internet via Wi-Fi. We recommend connecting directly to your GigabitNow Shelbyville gateway via an Ethernet cable to verify your connection’s speed. If you continue to encounter slow speeds please reach out to our customer service team at any time and we would be happy to assist you on correcting the issue. We are available 24/7 at 1-800-315-3509, or by email at

Do I need a fiber extension?

During the pre-in-home installation a technician will discuss with you the need for a fiber extension and your options.

Is the device installation in the home?

The gateway is installed in interior of each home. The location will vary based on the install path.

Hoosier Fiber Networks technicians will be installing an Optical Network Terminal (ONT) on the outside of your home that will connect your home to GigabitNow’s fiber optic Internet. An ONT is used to separate the line of fiber from the exterior of the home and the interior of the home. It is an unpowered box mounted on an exterior wall of the home. The drop fiber runs from the street to the ONT. A shorter fiber cable runs from the ONT, penetrates the house exterior and connects to the fiber gateway on the house interior.

I am a renter or tenant in an apartment, duplex, multi-family or senior living property, can I get GigabitNow fiber Internet?

You can order GigabitNow fiber Internet service at any time to hold your spot in line. In order to connect your home to the new fiber network being built exclusively for the city of Shelbyville, GigabitNow will need to gain access to your building. You can help us by downloading our Multi-Family Property Info Sheet and sharing it with your property owner or manager. Express your interest to the property owner or manager and encourage them to contact us. Learn more about bringing GigabitNow fiber Internet to your building.

I live in an HOA (Home Owners Association), can I get GigabitNow fiber Internet?

You can order GigabitNow fiber Internet service at any time to hold your spot in line. In order to connect your home to the new fiber network being built exclusively for the city of Shelbyville, GigabitNow will need your HOA Board to allow us access to your community. You can help us by downloading this Homeowners Association Info Sheet and sharing it with your HOA’s Board members. Express your interest to the Board and encourage them to contact us. Learn more about bringing GigabitNow fiber Internet to your HOA.

Are there business service features?

GigabitNow offers a number of custom fiber Internet services to businesses. In addition to connectivity, we offer a variety of custom hosting, data center and cloud services all customized to your business needs. Our Internet services include:

  • For small business we offer 1 Gbps service.
  • Enterprise business connectivity solutions from 100 Mbps to 10 Gbps.
  • Remarkable collection of business solutions including but not limited to: SD-WAN, private cloud, multi-tenant data centers, and end-to-end IT consulting.

Can I sign-up for business service now?

Yes, we offer small business 1 Gbps Internet for just $99 a month. To sign-up for business service, please call 1-800-315-3509 to speak with a business Internet consultant or email

Is installation included in my plan price for Internet?

Yes. All residential Internet plans include the price for installation. Business installations are not considered standard and require a site survey to determine cost. If you want to add additional wiring from your Internet gateway to other rooms in your home, or want the home gateway installed in a location beyond the original install point, you can choose for a custom installation.

How long will installation to my home or business take?

For a customer who requested a default installation, the process will be easy. Hoosier Fiber Networks will call the customer prior to their appointment to review their order and go over what to expect during installation. In some cases, installation may take multiple visits to complete depending on your installation location. Once you have been fully installed, the Hoosier Fiber Networks technician will confirm your Internet speeds and activate your service. Your home or business will now be connected to the fastest fiber optic Internet in Shelbyville!


What is the length of contract for service?

GigabitNow fiber Internet is a month-to-month service without a long-term contract. You can cancel anytime.

When do I start getting billed?

You will be billed and payment processed on the 15th of every month. Once your in-home install is performed by GigabitNow Shelbyville technicians and service is available you will begin to be billed. All services are prorated to the 15th of the month.

Can I pay my bill online?

Yes, you can pay your bill through your account, just enter in your account number and password. Sign-in to your account at MyAccount.

When is my bill due?

Your bill date is the 15th of each month and is due upon receipt. Monthly statements will be emailed to you or, at your option, you can go to the website to view your statement each month. There is a charge of $2/month if you want a paper statement mailed to you.

What payment methods are available?

All customers need to setup automatic payments. You can use a Credit/Debit card or ACH. ACH is an automatic withdrawal from your checking or savings account. To set-up ACH payments, we need the routing and account numbers found on the bottom of your check.

If you have not set up one of these methods, please call our support center at 1-800-315-3509.

What time period does my bill represent?

Your bill is for the next month of service. The bill you receive on the 1st, is for the current month. For example, your statement sent on 1/1/21 covers service from 1/1/21 through 1/31/21. When you receive your bill, it is for the next month of service.

What happens if I have a dispute over my bill?

First, contact GigabitNow about the dispute by email ( or by mail. Please include all the necessary information and facts as to why you are not paying your bill in full. It is always better to pay the non-disputed portion of your bill and document the other. Please allow up to two weeks for a written response from the date you send a dispute.

Will there be an additional connection charge to hook my house up after the fiber network is complete?

No, there are no additional fees or charges for home installation. The only time a customer may incur extra charges during installation would be if you chose to upgrade or replace your current router to a GigabitNow router, or if you require special customization for your home installation.

What are my responsibilities for setup inside my home?

GigabitNow operates exactly like any ISP (Internet Service Provider) which means that it will provide service to your home. However, the installation and operation of devices within your home, whether laptops, tablets or smart phones, will be your responsibility. We will provide detailed tips and recommendations on the website. GigabitNow will also provide online and telephone support.


My computer is running slowly; how do I make it run faster?

There are some simple things that you can easily do at home to boost your computer’s performance.

Clear your cookies and cache. This action cleans out your computer’s temporary Internet files and will help it to run at its full potential. Clearing the computer’s cache could also help to speed up your web surfing experience. Learn how to clear your cookies and cache

Defragment your hard drive. The more you install/uninstall programs, download, move or copy files, the more fragmented your hard drive will become. To help fix this issue open up your Start menu, type in Defrag and hit the Enter key. Click on Optimize and let it run. This could take a while.

Backup or remove unnecessary files like music, videos and pictures as these can take up more space on your hard drive than other files.

Caution: Be very sure of what the files are and what they do before you delete them. Deleting necessary program files can cause software or your computer to no longer function properly.

Uninstall programs and applications you no longer use. Some of the programs that you do not use can run in the background using up needed resources like your memory or diskspace.

How can I improve my Internet speed?

There are some easy things you can try that will improve fiber Internet speed. The best way is to understand your connection type and what you should expect for your Internet speeds. Learn more about your connection and speeds.

1. To allow for a better signal, move Wi-Fi devices closer to your gateway but not closer than 4 feet. The farther your device is from the gateway the more your signal strength weak and your speeds slow.

2. Only use Wi-Fi for devices that do not have wired connection ports, such as, smartphones, tablets and home assistants. Connect all other devices directly to the router. Direct connections provide faster speeds and free-up wireless bandwidth.

Place your wireless router in a central location in your home. Depending on your homes design, your gateway may not reach certain areas so try some of these options for a better signal:

  • Place your wireless router in a central location so that it is upright and on an elevated surface.
  • The front of the wireless router should face the space where most of the devices in the home will be in use.
  • The wireless router should be at least 10 feet from cordless phones, Bluetooth devices and microwave ovens.
  • The wireless router should be away from heat sources, moisture, excessive dust, extreme cold and large metal objects.

4.Disable or turn off Wi-Fi devices that are not in use. Smart devices can have apps running in the background that are utilizing bandwidth.

5. Update firmware and drivers. Improve your connection by running the latest software updates and device drivers. Windows provides most driver updates automatically in Windows Update. You can also visit your network card or device manufacturer’s website to look for a Support or Driver link.

6. You can add a Wi-Fi extender to improve coverage and signal strength throughout your home.

What is IPv6?

Internet Protocol version 6 (IPv6) is the latest version of the Internet Protocol (IP). Every device which utilizes the Internet has a unique identifier known as an IP address. The unique address is a way for each device to locate and communicate to other Internet-connected devices.

IPv4 structure has been the IP standard for years. This is limited to around 4 billion usable addresses globally. Due to expansive growth with The Internet of Things (IoT), IPv6 was developed to replace IPv4. Unlike IPv4, IPv6 has more than enough addresses allowing for plenty of Internet growth into the future and beyond.

IPv4 has co-existed with IPv6 for years. There are several methods used to manage and extend the existing infrastructure:

Dual Stag: IPv4 and IPv6 can co-exist in the same devices and networks.

Tunneling: IPv6 packets are transmitted over IPv4 infrastructure and vice versa.

Translation: IPv6-only devices can communicate with IPv4-only devices.

As IPv6 is rolled-out over the next several years there will not be any impact to your GigabitNow Shelbyville fiber Internet service.

IPv6 Compatible Operating Systems

Most currently supported operating systems support IPv6, including:

Microsoft (PC)

  • Windows XP Service Pack 3 and above
  • Windows Vista
  • Windows 7
  • Windows 8.x
  • Windows 10

Apple (Mac)

  • macOS 10.7 and above
  • iOS 9.0 and above