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General FAQ

What Is Morristown Utility Commission?

We’re Morristown’s local public power utility company, serving the community since 1901. We provide power, water, electric, internet, phone and TV services.

What is MU FiberNET?

FiberNET is the new fiber optic communications system MU manages and built. The system provides advanced video, internet and telephone services to the residents and businesses in Morristown. FiberNET is a Fiber to the Home System, available to all City residents and businesses as well as MU customers in the County.

What is a Fiber to the Home system?

A Fiber to the Home (FTTH) system is an advanced telecommunications technology that uses 100% fiber optics through the entire system. FTTH is more reliable, provides virtually unlimited bandwidth and requires less maintenance than traditional cable or telephone systems which use copper wire or mixtures of coax and fiber optics. FTTH technology is the choice upgrade for local systems.

Why is MU building a fiber optic system in Morristown?

Our city leaders are investing in a fiber network for our community because it provides the following benefits:

  • Advanced services including high-definition TV, on-demand video, and high-speed internet access for Morristown residents and employees
  • Ensuring best-in-class services, quality and availability now and in the future for our residents and businesses
  • Keeping communications and entertainment revenues in Morristown after debt service and operation expenses are paid
  • Ensuring healthy competition resulting in fair prices, FiberNET FTTH services compete with cable TV, internet and local phone services to guarantee residents and businesses choices between service providers and access to fair pricing

What can we do with the fiber optic system?

Our fiber optic system provides state-of-the-art television, internet and phone services to the community. The FTTH system brings reliable, faster and clearer services to Morristown, enhancing the quality of life in the community. It will positively contribute to the economic development by attracting new business and enhancing the competition in our business community.

Who will own the system?

MU

Will we be the first city in the U.S. to operate a fiber system like this?

No, several other cities in the United States have constructed and operated FTTH systems in the last few years. The Fiber to the Home Council reports that as of late 2005, over 650 communities and developments have successfully deployed FTTH services to active customers. Most even exceeded their initial service penetration estimates.

Will my taxes increase because of this project’s expenses?

No. Municipal backed, general obligation bonds issued by the City of Morristown cover the funds for constructing the fiber network.

When will these services become available?

FiberNET is available now to the City of Morristown and MUS customers in the County.

Will I need special equipment to use FTTH services?

No, we provide all necessary equipment during installation. FTTH systems use the existing wiring in your home or business. If necessary, installers provide additional cabling.

What are the minimum specifications for my PC?

 To use our internet services, FiberNET recommends your PC runs on the following Operating Systems:

  • Windows 95, 98, Me, 2000, XP
  • Macintosh 8.0 or higher
  • CPU: 100MHz or greater
  • Memory: 32 MB or greater
  • Free Disk Space: 100 MB or greater

Product FAQ

What is MU FiberNET?

FiberNET is the new fiber optic communications system MU manages and built. The system provides advanced video, internet and telephone services to the residents and businesses in Morristown. FiberNET is a Fiber to the Home System, available to all City residents and businesses as well as MU customers in the County.

What are the minimum specification for my PC?

To use our internet services, FiberNET recommends your PC runs on the following Operating Systems:

  • Windows 95, 98, Me, 2000, XP
  • Macintosh 8.0 or higher
  • CPU: 100MHz or greater
  • Memory: 32 MB or greater
  • Free Disk Space: 100 MB or greater

When will these services become available?

FiberNET is available now to the City of Morristown and MU customers in the County.

Product FAQ

How much does MAX WiFi cost?

MAX Home WiFi costs $9.95 per month and is perfect for most homes. It includes one Super Pod and access to a host of advanced features and protections, letting you enjoy more of your FiberNET internet connection and stay safer in the process. Additional MAX Home WiFi Super Pods can be added to cover larger homes for only $3.95 each per month.

Does MAX Home WiFi replace my current WiFi router?

Yes. MAX Home WiFi is a mesh WiFi system that replaces any current WiFi access points.

As a FiberNET internet customer, do I have to subscribe to MAX Home WiFi?

No. Customers who wish to purchase and manage their own WiFi system can do so. FiberNET will be responsible for internet connectivity to the customer’s demarcation point.

What's included with MAX Home WiFi?

MAX Home WiFi includes one Super Pod and access to parental controls, online protection, advanced smart home protection, ad blocking and advanced WiFi management tools via the highly rated Plume app.

What makes MAX Home WiFi different from my traditional WiFi router?

Single router WiFi systems can give you the speed you need as long as you’re close enough to the router. WiFi extenders or repeaters can improve coverage, but are often complicated, unreliable and degrade performance. Plume is a cloud coordinated WiFi system that replaces your current router and gives you stable and consistent WiFi coverage and speed in every room within your home using blazing fast tri-band SuperPods coupled with auto-channel hop technology.

Who is Plume?

Plume is our technology partner in bringing MAX Home WiFi to our customers. We chose them because their cutting-edge software and hardware provides a home WiFi experience that is miles ahead of anything else available today.

What devices work with MAX Home WiFi?

All of your WiFi enabled devices should have no problem connecting to MAX Home WiFi.

How does MAX Home WiFi protect against cyber threats?

MAX Home WiFi utilizes AI security to provide real-time threat protection against crypto-mining, ransomware, malware and more to the devices connected to your home network.

How does MAX Home WiFi protect my Smart Home devices?

Advanced Internet of Things (IoT) protection defends your smart home devices like cameras, baby monitors and locks against hackers and cybercriminals.

How do MAX Home WiFi Parental Controls work?

MAX Home WiFi allows you to set up parental controls on a person, an individual device or even for a whole location (e.g., your child’s bedroom).

Can Pods be placed outdoors?

No. Pods are not meant for outdoor use and should not be placed outside of your home. To extend WiFi coverage to an outdoor location, place one of your Super Pods on an inside wall outlet that is closest to the outdoor area where you would like to extend WiFi coverage.

Product FAQ

Where can I find the full channel lineup?

You can find the full channel lineup in this PDF.

What features are included with your phone service?

Residential Telephone includes the following features: 

  • Caller ID Deluxe
  • Anonymous Call Rejection
  • Call Forwarding Busy Line
  • Call Forwarding No Answer
  • Caller ID Delivery Block
  • Call Hold
  • Call Waiting w/ Caller ID
  • Call Return
  • Call Waiting
  • Remote Access Call Forwarding
  • Repeat Calling
  • Call Forwarding Variable
  • Three-Way Calling
  • Call Transfer
  • Permanent Call Block

Product FAQ

How do I apply for service?

STEP 1: CHOOSE THE CORRECT FORM

Complete the form to request service for an existing location.

STEP 2: SAVE A COPY

Print or save a copy of the form for your records.

STEP 3: ATTACH 2 VALID IDS

Attach copies of two (2) valid ID’s – one (1) photo ID and one (1) to verify social security number (see list below for valid forms of ID).

STEP 4: ATTACH ADDITIONAL DOCUMENTS

Attach a Proof of Ownership or Rental Lease Agreement document using the file upload at the bottom of the form.

STEP 5: SUBMIT FORMS

Submit forms in person or by mail.

What are the identification requirements to apply for service?

Two (2) current ID’s are required. Use the lists below to provide valid ID’s. You must have one ID from list A and a second one from either list B or list C.

A + B   OR    A + C

Note: If Social Security number is NOT provided an additional utility deposit of $100 will be required.

All documents provided must have the same name.

 

Provide one (1) ID from list A:       

Photo ID can be one of the following:

  • Driver’s License
  • State Issued Photo ID
  • US Passport
  • Consular Card
  • US Visa
And one (1) ID from list B:

Secondary ID’s can be one of the following:

  • Social Security Card

Note: If Social Security number can be provided it can be used if MUS can verify it.

OR one (1) ID from list C:

Additional ID’s can be one of the following:

  • Insurance Card
  • Medicare Card
  • ITIN Card (Birth Certificate with Apostille document and notarized translation also required)
  • Birth Certificate (If foreign must have Apostille document and notarized translation)
  • US Federal EIN (for business accounts)

How do I disconnect service?

To disconnect service, complete this form.

Billing FAQ

Where do I log into my account?

Log into your account here.

Do you offer payment options?

You can pay using one of the following options:

ONLINE

You can pay online with your Visa, MasterCard, Discover or American Express card. Just log in and click Pay Bill.

KIOSKSPayment kiosks which are available 24/7 at the MU office allow customers to conveniently pay their bill with cash, check* or credit cards.

*Note: FlexPay accounts cannot pay with checks.

3 Convenient Locations:

  • Main MU Office – 433 W. 1st North St located at the drive thru inside lane and available 24/7/365
  • Fastop Market – 3507 E. Andrew Johnson Hwy, Morristown, TN 37814
  • Fastop Market – 5056 W. Andrew Johnson Hwy, Morristown, TN 37814

BY PHONE OR MAILYou can pay by phone using your Visa, Mastercard, Discover or American Express card by calling 423-586-4121 and select Option #4. You will find a return envelope include in your monthly bill. Bills are mailed to:

MU
PO Box 59012
Knoxville, TN 37950-9012

 

AUTO PAY WITH BANK OR CREDIT CARD DRAFT

For our customers who prefer not to mail or bring in their payments, we offer a personal bank draft program. Complete the form and send in a voided check from the account you want to draft from and sign the permission slip. Then, each month, your bill will be deducted from your checking account on the day that it is due. You still receive a monthly statement to show you how much the bill is and it will show the date it will draft from your bank account. For Credit Card drafts complete the form and either email your card information or a CSR can give you a call to obtain your card information over a secured phone line.

Bank or Credit Card Draft Request Form (PDF)

IN PERSON

Our main office is located at 433 W. 1st North St. We are open from 8-5 on Monday, Tuesday, Thursday and Friday and 9-5 on Wednesdays. We accept checks, cash, money orders, or credit cards.

We offer an after-hours payment drop box at the Main Office at 433 W. 1st North St. Just come through the drive-thru lane closest to the building and the box is located on the wall. This drop-box is available to use during the hours the office is closed.

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