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A fiberhood is similar to a neighborhood. Fiberhoods are small area within a city usually composed of 1 or more neighborhoods. Fiberhoods are determined by local neighborhood definitions, and given their boundaries based on city roads, parks and other landmarks.

We only bring service to fiberhoods that are “qualified”. A qualified fiberhood has met the sign-up goals. To find out what fiberhood your home is located in, and how many more sign-ups are needed to get Optico Fiber, visit our website at www.opticofiber.com

Please verify that you have entered the correct street name, house number, city name and zip code. You should not need to enter your urbanization name.

If you still cannot find your home, you can submit a request to have your address reviewed by our team through the website. You can also contact Customer Service at 787-957-6000 or email optico@criticalhub.com

Not at all! Optico Fiber has no caps or limits to the amount of data you can send or receive.

Yes! At a minimum, your installation will include a Network Box with 1 Gbps ethernet ports. It may also include integrated Wi-Fi and higher speed ethernet ports. You can request a Wi-Fi access point from Optico Fiber or you can use your own preferred Wi-Fi access point.

Things to remember. Homes which are built with dividing walls in reinforced cement will cause the WiFi signal to degrade, and you may need to install repeaters around your home

No. Wi-Fi is slower than wired connections. However, for the fastest speeds, we recommend WiFi6 (or higher). The maximum speed via WiFi will also be depended on the WiFi technology that your computer(s) and device(s) have.

Multi-Gigabit services are not only about faster speeds, but about the Multi-Gigabit experience – the overall improvements you will see within your home network of interconnected devices.

While its not required, you can enjoy the fastest speeds of gigabit broadband with a computer, laptop or device that supports a gigabit connection.

And, while its not required, you can enjoy the fastest speeds of Multi-Gigabit XGS services by using a computer, laptop or device that supports Multi-Gigabit services, such as using a 2.5Gbps or 10Gbps Ethernet Network Interface Port

Definitely! The Optico Fiber Network Box can adapt to computers that can only connect to 100Mb, or even 10Mbps!

Optico Fiber was built to support leading industry standards and should work with devices you have today. If, you experience a problem, contact us at support@criticalhub.com or 787-597-6000.

No. Traditional Cable TV is so 1960s. Today’s TV is Digital – available over-the-air for free or streamed online where you want it, when you want it. Optico Fiber will help you cut your CableTV cord! With Gigabit service access, you can full advantage of existing online Cable TV alternatives. This includes content directly from networks like NBC, CBS, ABC and FOX. It also includes IPTV providers such as Hulu, Netflix, Sling, Fubo-TV Amazon and Apple iTune/AppleTV, which offer access to the same shows you normally see on Cable TV, streamed to you when you want to see them.

Still need your local news & information? Many local stations are streaming their content online. However,today’s high quality over-the-air Digital TV (DTV) is available free. Just install an HDTV antenna in your home. HDTV antennas are available in many models (indoors & outdoors) and from various distributors includes Best Buy, Sears, online stores among others. In Puerto Rico, there are 20+ HD-quality DTV over-the-air stations available. A basic HDTV antenna costs between $40-65 dollars.

Our goal is to bring Optico Fiber service to our customers as quickly as possible. We hope to have Optico Fiber installed in every qualified fiberhood within 3 months from when your fiberhood's sign-up period ends.

There are a lot of things which could impact this timing, including how many people sign up, weather conditions, and when we receive all permits required from entities including the municipality, electricity and power pole provider.

Once the sign-up period has ended, we'll let you know if your fiberhood met it's goal and what to expect next - including a more specific estimate on timing. When it's time to connect your home, we'll email you to schedule your installation appointment.

Each apartment building and/or condominium has its own governing board (Junta de Condomines). The governing board needs to sign an access agreement with Critical Hub Networks, giving us access to the property.

Additionally, the installation & build-out requirements per structure differ from building to building. A cost assessment needs to be completed so we can establish the actual construction fee to each building. We'lldo this by visiting your building and creating a detailed description of the site conditions & installation requirements. Think of each apartment building and/or condominium as a Fiberhood with particular requirements.

All fiberhoods are different. They vary in physical size, number of households, density, as well as speed and ease of Optico Fiber construction. For example, houses that are spread out require more time, fiber and labor, and therefore can be more difficult to connect than homes in a denser environment. In those fiberhoods that are more complicated to build, we need to make sure that enough residents want Optico Fiber. We looked at all of these factors when setting each fiberhood’s sign-up goal.

When you sign up, you will select your service plan. To learn more about our plans, visit www.opticofiber.com

Excellent question! Encouraging your neighbors to sign up for Optico Fiber can help qualify your fiberhood. If they need more information, they can visit www.opticofiber.com , or call our Customer Service team at 787-957-6000.

To check your fiberhood’s status and sign-up deadlines, visit www.opticofiber.com and enter your address.

If you have signed up for services and paid your $10 registration fee, you will shortly receive an email when installation is available. You can also check your fiberhood’s status at www.opticofiber.com

If you recently moved in or missed the sign-up deadline for your fiberhood, please register your interest at www.opticofiber.com so we can keep you informed on future developments in your fiberhood .

After the sign-up period has ended, the Optico Fiber team will determine the deployment order for qualified fiberhoods. Our goal is to plan the deployment order that will bring service to all of our customers as efficiently and quickly as possible.

No problem. Please contact our billing department at optico@criticalhub.com with your name, email address, and physical address of your home and we will be happy to assist you. Changes make before service construction begins will be processed immediately.

Yes, you can change your service plan at any time. Please email optico@criticalhub.com for assistance. Once service is activated, service plan changes will be processed at the end of each month.

If you building has more than 8 units, your landlord or property manager will need to sign an access agreement with Optico Fiber before we can bring you service. You can help by directing them to our website www.opticofiber.com , providing our Customer Service number 787-957-6000 and encouraging them to bring Optico Fiber to your location.

If the apartment building has more than 8 units, we typically need a contract with the property manager before we can bring Optico Fiber to the building. If your property manager or HOA signs an access agreement, we'llcount every unit towards the sign-up goal. This means individual sign-ups by tenants won’t count since we’ve already included the units based on the contract.

Yes! We’re giving residents in your fiberhood another chance to tell us you want Optico Fiber. Please visit www.opticofiber.com to check the status of your fiberhood and sign up.

Remember, Optico Fiber is deployed in fiberhoods that meet the sign-up goals. So – help us get the word out! Encouraging your neighbors to sign up for Optico Fiber service can help qualify your fiberhood. If you or your neighbors need more information, visit www.opticofiber.com, our contact our Customer Service team at 787-957-6000. You can also visit our local page to download a toolkit of information to help get the word out.

If you sign up and your fiberhood doesn’t meet its goal, we'llcancel your registration and refund your $10 registration fee to the original form of payment.

If you cancel before your fiberhood's sign up period ends, we'll refund your registration fee to your original form of payment.

You can cancel by sending a cancellation email to optico@criticalhub.com.

***PROMO PLANS

If you are under a promotional plan, your contract term is for 12 months.

If you subscribed to No-contract term and paid the $60 in full, there is no cancellation penalty. If you cancel the service within the first 12 months of service a penalty fee of $69.

All promo plans have a 12-month contract and are available to new customers. These promo plans are NOT available in all fiberhoods and are offered for a limited time only. Please contact our Customer Service Department for availability at 787-728-6000.

Leave equipment inside unit. See the Subscriber Agreement for more details. If you have any additional questions, please give us a call: 787-957-6000.

If you're signed up and your fiberhood qualifies, we'll contact you when it's time to schedule your installation appointment.

Give us a call at 787-957-6000 and we can help you reschedule.

Our installers will go over all the details with you when they arrive to make sure you’re comfortable with exactly what is being installed and where. Please check out our installations video which explains the Optico Fiber installation process.

Here is a summary of the basic installation setup:

Before your installation day, we'll be working outside in your fiberhood, getting Optico Fiber ready to bring to homes. We'll be stringing Fiber on utility poles and in some cases installing it into the ground.

Next, we'll bring the Optico Fiber connection from the street to the side of your house. This will happen before your scheduled installation appointment. Before we go to the side of your house, we will knock on your door to let you know.

Once we have delivered the fiber to the side of your house, we'll contact you to schedule your installation.

On installation day, the first step will be to drill a small hole in your exterior wall to bring the fiber inside. We will cover the hole with a mounted wall plate and connect the fiber to your Network Box. The Network Box is your Optico Fiber router, enabling connectivity to devices throughout your house.

Before we start, our installer will work with you to determine the best location for your devices, and you’ll get to pick where it should go (within reason).

If you have requested other features installed, like WiFi Access Point and/or Telephone service, the final installation step will include installing devices.

Optico Fiber's service plans include a Network Box, which will provide Gigabit Ethernet wired ports for connectivity.

Not at this time.

Our services include a basic installation. If you request or if the service requires additional/special installation there is an additional cost. This will be quoted and you will have to approve the additional cost.

Visit our Self Care Portal and sign in with the email address and password associated with your Optico Fiber account.

No, Optico Fiber does not provide email account. There are many free email services online which you can use, such as Gmail, Yahoo! Mail, Hotmail, mail.com, among others.

Send us an email at optico@criticalhub.com with your requested plan.

You will received your Optico Fiber invoice on the first of every month by email. Your credit card will be automatically charged for the balance on your invoice.

You can use a credit card to pay for your Optico Fiber bill. In addition to regular credit cards, we accept debit cards and prepaid debit cards with a Visa®, American Express®, or MasterCard® logo. We do not accept cash or checks. You can pay with PayPal through the portal.

No. We will email your bill at the beginning of each month.

We have the credit card on file that you used to sign-up, and will bill that credit card by default. However, you can change your credit card at any time by updating your billing information here.

This depends on the Optico Fiber plan you chose and if you ordered any additional equipment, plans and/or equipment. When you sign-up for your plan, you’ll be able to see a full summary of your costs. Also, you can see details of your invoice beginning on the second page of your bill.

The applicable taxes & fees are dependent on various factors, including the current laws of Puerto Rico & your municipality, current US federal laws, the Optico Fiber service plan and additional features you select. The exact amount will be listed on your monthly bill.

You will receive an email indicating your payment was declined. Your account will become delinquent, and your service may be suspended if you do not pay your outstanding balance within 20 days.

Your service may be suspended if you do not pay your outstanding balance within 20 days of invoice.

Yes, you can request a change in account owner by emailing us at optico@criticalhub.com. You may be asked to provide additional documentation to complete the process.

You can cancel by sending a cancellation email to optico@criticalhub.com.

***PROMO PLANS

If you are under a promotional plan, your contract term is for 12 months.

If you subscribed to No-contract term and paid the $60 in full, there is no cancellation penalty. If you cancel the service within the first 12 months of service a penalty fee of $69.

All promo plans have a 12-month contract and are available to new customers. These promo plans are NOT available in all fiberhoods and are offered for a limited time only. Please contact our Customer Service Department for availability at 787-728-6000.

Leave equipment inside unit. See the Subscriber Agreement for more details. If you have any additional questions, please give us a call at: 787-957-6000.

Optico Fiber owns the equipment. Following your cancellation, please give us at least 5 days to schedule a convenient time for equipment pickup or you may drop it off at our office location. Please get in touch with us for detailed instructions on safely and properly disconnecting the equipment. Do not cut the fiber, as this poses a risk of injury.

See the Subscriber Agreement for more details. If you have any additional questions, please give us a call: 787-957-6000 or email us at optico@criticalhub.com.

The terms vary depending on which contract term you select.

No-contract: once the contract fee of $300 is paid in full, you can cancel at anytime.

24 Month term : You have a 24 month commitment. If you completed your 2 year term, you can cancel at anytime without any additional penalty fees. If you cancel within the first 12 months of your term, your penalty fee will be $300. If you cancel after the first 12 months of your term, your penalty fee will be $199.

***PROMO PLANS

No-Contract Fee: $60

12 Month Term: If you are under a promotional plan, your contract term is for 12 months. If you subscribed to No-contract term and paid the $60 in full, there is no cancellation penalty. If you cancel the service within the first 12 months of service a penalty fee of $69.

All promo plans have a 12-month contract and are available to new customers. These promo plans are NOT available in all fiberhoods and are offered for a limited time only. Please contact our Customer Service Department for availability at 787-728-6000.

See the Subscriber Agreement for more details. If you have any additional questions, please give us a call: 787-957-6000.

You can cancel by sending a cancellation email to optico@criticalhub.com.

***PROMO PLANS

If you are under a promotional plan, your contract term is for 12 months.

If you subscribed to No-contract term and paid the $60 in full, there is no cancellation penalty. If you cancel the service within the first 12 months of service a penalty fee of $69.

All promo plans have a 12-month contract and are available to new customers. These promo plans are NOT available in all fiberhoods and are offered for a limited time only. Please contact our Customer Service Department for availability at 787-728-6000.

Leave equipment within the unit. See the Subscriber Agreement for more details. If you have any additional questions, please give us a call at 787-957-6000.

Our Terms of Service prohibit running a server for commercial purposes.

However, personal, non-commercial usage of servers that complies with our Acceptable Use Policy is acceptable, including using virtual private networks (VPN) to access services in your home, and using hardware or applications that include server capabilities for uses like multi-player gaming, video-conferencing, and home security.

Critical Hub will collect the personal and account information you provide when you sign up for Optico Fiber. You will have easy access to the personal details you provide, such as your street address, which can be seen once you login to your account at our Self Care Portal. In addition to the information collected from users, Critical Hub will also collect technical information, such as Fiber device uptime, data transfer speeds, packet loss and other diagnostic information for Internet and Phone. This helps us provide you with the best possible service experience.

You can read more about the information Critical Hub may collect from users or from the use of Optico Fiber services in the Optico Fiber Privacy Notice and Optico Fiber Privacy Policy.

If you choose Optico Fiber as your service provider, information from your service usage – such as the URLs of websites visited or the content of emails sent - may be accessible to Critical Hub. However, this usage information won’t be associated with your Optico account or accessed by Critical Hub unless we have your consent to do so or if an applicable law, regulation, legal process or enforceable governmental request requires us to do so.

There is certain technical information that may be associated with your Optico account, which would be used to help manage or maintain your Fiber connection and keep it secure. This includes things like how often and how long the service is used or the amount of bandwidth used. As explained in the Optico Fiber Privacy Notice, we will get your consent before using information that is associated with your account.

Critical Hub will not share personal information with companies, organizations and individuals outside of Critical Hub, except in the situations described in the Optico Privacy Policy. Critical Hub may share aggregated non-personally identifiable information with third parties outside of Critical Hub, such as content providers or connected sites. This information may be used to promote partner services and programs, or be used in other ways, such as for network, product or service improvements.

We define a Multi-Dwelling Unit (MDU) as a property with more than 8 units that requires approval from a third party (owner/manager) to install Optico Fiber service. This is a property that contains multiple residences, such as an apartment building or condo complex. Multi-Dwelling Units are usually properties which are classified as a horizontal property.

• What buildings qualify for Optico Fiber for apartments and condos?

We define a Multi-Dwelling Unit (MDU) as a property with more than 8 units that requires approval from a third party (owner/manager) to install Optico Fiber service. This is a property that contains multiple residences, such as an apartment building or condo complex.

• How to get it?

Ready to get Fiber for your MDU? Fill out this form and we'll contact you to get started.

• I am renting a single family home. You mention I needed permission from my landlord to get Fiber. What should I do?

If you rent a single family home, it is your responsibility to get permission from your landlord. This could be a letter or verbal permission. Once you have that, go ahead & sign up for Optico Fiber.

• My landlord already signed up my property for Optico Fiber. Do I need to do anything?

Yes! Even though a Fiber drop will be installed into your unit, you still have to choose your plan to activate your connection and become an Optico Fiber subscriber. This means selecting a plan (Basic Internet, Gigabit service, or Gigabit + Phone ) and agreeing to the terms and conditions and subscriber agreement of Optico service.

Thanks for your interest. We’d love to talk with you about Optico Fiber for your building. Please contact us and we can give you more details about the agreement that we would need in place to bring Optico Fiber to your building. You can download the Right of Entry and Installations agreement here. You can email optico@criticalhub.com for more information or call our Optico MDU Team at 787-957-6000

Critical Hub Network believes in bringing people and communities together using technology. The web becomes a better place as each of us joins together to learn, share, collaborate, and contribute. That’s why we are committed to bringing Optico Fiber to selected local community sites.

Community Connections may include public and non-profit organizations which are chosen by Critical Hub to receive gigabit Optico Fiber connectivity at no cost. For example, we may choose schools, libraries, community centers, and other public facilities.

Find out if your fiberhood has a local Community Connection by entering your address on our Cities page.

A community connection will include the following:

• Gigabit service. All Community Connections will be equipped with a symmetric gigabit Internet connection (up to 1 Gbps upload and 1 Gbps download) over Optico Fiber’s network.
• Dedicated Support. We have dedicated phone support available, along with email and chat support. For any issues with Community Connections, we will provide a next business day on-site response, as necessary. We know the community is relying on your Internet connection, and we're here to support you.
• Service Demarcation. As a Community Connection site, you will get one Network Box for your service demarcation
• Commercially Reasonable Construction. Critical Hub will cover the cost of commercially reasonable construction and installation expenses. Two factors are considered to determine if construction is commercially reasonable:

o The location of the site relative to the Optico Fiber network

o The work that must be done on-site to route Optico Fiber to the site's preferred demarcation

If construction is required beyond what Critical Hub deems commercially reasonable, construction will be completed at the site's expense.

• Critical Hub will focus on non-profit organizations which are offering services to the public. Community colleges, K12 schools, libraries, health care facilities, government facilities, social service providers, and public recreation centers are among some of those sites which could be considered a Community Connection site.
• Critical Hub will consider feedback we receive from the community – including the municipality, urbanization, and residents themselves.
• Potential Community Connection sites should demonstrate the following to us:

o Explain how the site will use Gigabit service access to benefit the community it serves.

o Explain what new and exciting uses will be given to the Gigabit service at the site

o Explain how the Optico Fiber connection will also help the expansion and adoption of broadband by residents in the area.

Please contact Critical Hub at 787-957-6000 or email optico@criticalhub.com

Yes, we offer 2 different battery backups. You have the choice of an 8 hour duration battery for $195 or a 24 hour duration battery for $295 plus tax. By selecting a battery backup, your network box will be powered during a power failure. You can continue to use the internet and/or makes calls when power grid fails.

Yes, we offer 2 different battery backups. You have the choice of an 8 hour duration battery for $195 or a 24 hour duration battery for $295 plus tax. By selecting a battery backup, your network box will be powered during a power failure. You can continue to use the internet and/or makes calls when power grid fails.

You can request a battery by emailing us at optico@criticalhub.com or request it when your service is being installed.

The extremely short but incomplete answer is 9.6Gbps. The real answer: this is a theoretical maximum that you are unlikely to reach in real-world WiFi use. WiFi 6 isn’t just about the top speeds but about boosting speeds to each device and improving the overall network performance.

There are many ways:

1. Reduce your distance from the access point.

2. Physical interference. Concrete walls with metal rebar will prevent WiFi signals from passing through the wall. Do not put your WiFi access point within any furniture as it can block the signal. Do not put your WiFi access point near water (such as an aquarium) which will cause interference.

3. The signal from nearby wireless networks can impact the performance on your network. Using WiFi6 will help with outside interference.

4. Make sure your ethernet cable and any hubs/switches which connect your WiFi access point to your Network Box are at least Cat-5E or higher and that they are functioning.

5. Upgrade devices (computer, laptops, tablets, SmartTV, etc) to WiFi6 technology.

Due to the construction of homes in Puerto Rico, its nearly impossible for a single access point to provide good coverage throughout an entire home. You may need to install additional WiFi access points in various locations of your home.

Yes! WiFi6 is not only faster, but it also has enhanced security, better performance in dense environments with multiple devices, and improved power efficiency.WiFi6’s WPA3 protocol makes it harder for hackers to crack your wireless password. Some devices with WiFi6 can improve their battery life because of a feature called Target Wake Time. WiFi6 also functions better in areas with outside WiFi network interference.