Common Questions
Have questions? We’re here to help. Browse the FAQs below for quick answers about Empire Fiber Internet services, billing, support, installation, and more. If you still need assistance, our local support team is just a call or click away.
Yes. You can contact our team at any time to review available service options and make changes to your plan.
Yes. You can choose paperless billing through your online account settings.
Yes. AutoPay is available through your online account portal for convenient monthly billing.
You can manage your account online to view billing information, make payments, and update payment methods by logging into the account portal.
You can pay your bill online through your account portal, set up AutoPay, or make payments using available payment methods.
You can update your saved payment methods through your online account portal.
We have created this handy chart to help you set up your email account.
Server Settings
| Email Address Format | username@empireaccess.net |
| Username Format | username@empireaccess.net |
| Incoming Mail Server | mail.empireaccess.net |
| Outgoing Mail Server | mail.empireaccess.net |
Incoming Email Settings
| Incoming Mail Server | mail.empireaccess.net |
| IMAP Port | 993 |
| POP3 Port | 995 |
| Username | username@empireaccess.net |
| Password | Account Password |
| Security | SSL/TLS |
| Authentication Method | Password |
Outgoing Email Settings
| Outgoing Mail Server | mail.empireaccess.net |
| SMTP Port | 587 |
| Username | username@empireaccess.net |
| Password | Account Password |
| Security | STARTTLS |
| Authentication Method | Password |
Webmail Access
Email can be accessed via our webmail portal using a web browser without downloading the email to your device. Access the email portal here.
Accepted payment methods may include credit cards, debit cards, and bank account payments.
Your payment due date will appear on your monthly bill and within your online account portal.
Our customer support team is available to help with billing questions, account updates, and payment assistance.
Your first bill may include prorated charges based on your installation date and billing cycle timing.
Any pricing changes or promotional expirations will be communicated in advance when applicable.
No. Neighborhood construction work typically takes place in utility easements or public right-of-way areas.
Empire Fiber Internet is permitted to access designated utility easements, also known as rights-of-way (ROW), during the construction and installation process. These areas are typically located along streets, sidewalks, rear lot lines, or between neighboring properties.
While homeowners often maintain these areas as part of their lawn or landscaping, utility easements are reserved for infrastructure access and are not considered privately owned portions of the property.
Our crews work carefully in residential areas and assume there may be underground utilities present.
If you want to flag specific areas, you can mark them with pink or white flags or landscape-safe paint before construction begins.
Construction timelines vary based on the size of the project, weather, permitting, and other factors.
Service availability may begin in phases after construction and network testing are complete. You can check availability online for updates.
Utility markings help identify underground utilities before construction begins. This is a standard safety process required before digging. customized network solutions.
Some temporary disruption may occur near utility easements or construction areas. Restoration work is completed after construction activities are finished.
Some temporary work zones or traffic adjustments may occur during construction, but crews work to minimize disruption whenever possible.
Yes. Enterprise solutions are designed around your organization’s specific connectivity, bandwidth, and infrastructure requirements.
Yes. Enterprise solutions are designed to scale as your organization grows and connectivity needs evolve.
Yes. Dedicated Internet Access (DIA) provides dedicated bandwidth designed for consistent business performance and reliability.
Yes. Our team provides local support and works directly with your organization throughout planning, implementation, and ongoing service.
Yes. Enterprise solutions can support connectivity between multiple office locations, facilities, and remote sites.
Submit the form on our Enterprise Fiber Internet page, and a member of our Enterprise team will contact you to discuss your organization’s connectivity needs and recommend the right solution.
Enterprise solutions are designed for organizations with more complex networking needs, including multi-site connectivity, dedicated bandwidth, scalable infrastructure, and customized network solutions.
Enterprise solutions may include Dedicated Internet Access (DIA), Metro Ethernet, Dark Fiber, and other customized connectivity services based on your organization’s needs.
Whole Home Wi-Fi is designed to work with Empire Fiber Internet plans to help improve coverage and Wi-Fi performance throughout your home.
Whole Home Wi-Fi is recommended for larger homes, multi-story homes, or homes with areas that have weak or inconsistent Wi-Fi coverage.
No. Professional installation is included to ensure your extenders are properly placed for the best possible coverage in your home.
Just click Check Availability anywhere on the site. Enter your address, and we’ll tell you if fiber is ready for your home.
You can manage your network using the Empire Command IQ app, where you can view connected devices, check speeds, and set parental controls.
Empire Fiber Internet delivers fast, reliable speeds designed for streaming, gaming, working from home, and connecting multiple devices at the same time. We offer speeds from 500 Mbps up to 2 Gig, so you can choose the plan that best fits your household’s internet usage.
Smaller households with basic browsing and streaming needs may do well with lower speeds, while larger households, gamers, remote workers, and smart home users often benefit from faster plans.
Yes. Fiber internet provides a more consistent connection than cable, especially during peak usage times. It also delivers faster upload speeds, which improves video calls, streaming, gaming, and working from home.
No contracts required. All plans include simple, transparent pricing with no hidden fees.
No. Empire Fiber Internet has no data caps, so you can stream, game, work, and browse without worrying about extra charges for internet usage.
Symmetrical speeds mean your upload and download speeds are the same fast speed, helping video calls, streaming, gaming, and file sharing feel smoother and more reliable.
Fiber internet uses 100% fiber-optic technology to provide fast, reliable internet with the speed and bandwidth modern homes need. Unlike traditional cable or DSL networks, fiber delivers a more consistent connection for streaming, gaming, video calls, and smart home devices, even with multiple users online.
Your service includes the equipment needed to connect your home to the internet, including a Wi-Fi router and fiber internet equipment. You’ll also have access to tools that help manage your home network and connected devices. Whole Home Wi-Fi options may also be available for expanded coverage throughout your home.
Unlike a standard Wi-Fi router that broadcasts from one location, Whole Home Wi-Fi uses additional extenders placed throughout your home to help improve coverage and reduce dead zones.
With fiber internet, upload speeds are the same as download speeds. This makes activities like video calls, cloud backups, gaming, and sharing large files faster and more reliable.
It includes professional installation and optimized placement to help improve Wi-Fi coverage throughout your home. Designed to work with your fiber internet service, it also includes access to the Empire Command IQ app and local customer support for easy network management.
Not always. Your internet plan delivers the speed to your home, but Wi-Fi performance can vary based on your router, home layout, and device type. For the best experience, Whole Home Wi-Fi may help extend coverage throughout your home.
Whole Home Wi-Fi works with your Empire Fiber Internet service to extend and improve Wi-Fi coverage throughout your home. Depending on your current equipment, it may replace your existing router as part of the installation.
Yes. Home phone service includes access to 911 emergency calling.
In most cases, yes. You can transfer your existing phone number when switching to Empire Fiber Internet home phone service.
No. We’ll help connect your service and use your existing phones whenever possible.
Yes. The service works through your fiber internet connection instead of traditional phone lines.
Because the service uses fiber internet equipment, a power outage may affect your home phone service unless backup power is available.
- To send calls to voicemail when your telephone line is busy, press *90, listen for stutter dial tone then press *11, wait for voicemail to answer and then hang up.
- To send unanswered calls to voicemail, don’t answer the telephone. Press *92 and wait for stutter dial tone. Then, press 4*11, wait for voicemail to answer and then hang up. NOTE: The 4 stands for the number of times your telephone will ring before voicemail answers. It can be set from 2-8. Just replace the number you want for the 4.
- To change your password, record your name, add a customer greeting, or change personal options, press 4 and follow the directions.
Learn more about setting up and accessing your voicemail via our instruction guide.
It’s a digital home phone service powered by your fiber internet connection. It works like a traditional home phone while using modern technology for clear, reliable calling.
Most plans include unlimited local and long-distance calling across the U.S., Canada, and Puerto Rico. Availability may vary by plan.
Our home phone service is designed to work with your fiber internet connection, includes professional installation, and is backed by local customer support.
Yes. Reliable fiber internet can help improve connectivity for residents while enhancing the overall property experience.
Yes. Solutions can be tailored based on your property layout, size, and connectivity needs.
Yes. We can evaluate both existing properties and new construction projects to determine the best fiber solution.
Yes. We work with both new developments and existing properties to help plan the right fiber solution.
Fill out the form on our Multifamily Internet page, and a member of our team will contact you to learn more about your property and discuss available solutions.
No. We support a range of property sizes depending on location, property type, and project requirements.
We support a variety of multi-unit properties, including apartment communities, condominiums, student housing, senior living communities, and mixed-use developments.
We combine fast, reliable fiber internet with local support and direct collaboration to help simplify deployment for property owners and managers.
Service options may vary depending on the property and deployment model. Our team can help determine the best approach for your community.
Yes. You can create separate secure networks for employees and guest access.
Yes. Fiber internet provides symmetrical speeds, meaning upload and download speeds are equally fast for smoother video conferencing, cloud backups, and file sharing.
No. The service is designed to be simple and easy to manage without a dedicated IT team.
Yes. Our local support team is available to help with installation, service questions, and technical support for your business internet service.
No. Business fiber internet includes unlimited data with no overage charges.
Yes. Built-in security features help protect your network and connected devices.
This solution is designed specifically for small businesses. For larger organizations or more advanced networking needs, enterprise solutions are also available.
We offer a range of fiber internet speeds designed to support everything from everyday business operations to video conferencing, cloud applications, and large file transfers.
Yes. The service is designed to scale with your business as your connectivity needs grow over time.
No. Each streaming service is billed separately by the provider you choose. Empire Fiber Internet provides access to MyBundle’s Streaming TV Tool so you can explore and compare your options in one place.
Yes. You can switch, add, or remove streaming services at any time, based on the terms of the provider you choose.
No. You don’t need cable service. The MyBundle Streaming TV Tool helps you explore streaming TV services that work over the internet instead of traditional cable channel packages.
No sign-up is required. The tool is free to use to explore and compare streaming TV options.
We provide access to the Streaming TV Tool powered by MyBundle, which lets you explore and choose from popular streaming TV services. TV service is provided directly by those third-party streaming providers.
Examples of streaming services you may see include YouTube TV, Hulu + Live TV, Sling TV, and others.
You answer a few quick questions about what you like to watch, such as sports, movies, and shows. The tool then recommends streaming TV services that best match your preferences.
The MyBundle Streaming TV Tool, helps you compare streaming TV services and find the ones that match what you like to watch. It’s a simple way to explore live TV and streaming options available to you, all in one place.
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