Frequently Asked Questions (FAQ)
Fiber Optic Service Installation
1. What is the Fiber Optic Installation Request Service?+
The Fiber Optic Installation Request Service is provided to individuals who wish to have fiber optic infrastructure delivered to their building. This enables them to subscribe to home internet services offered by providers using fiber optics.
2. What information can be obtained through the "Coverage Inquiry" in the Fiber Optic Installation Request Service?+
Covered Area: Infrastructure is ready and a metal panel is installed. You can request internet from available providers.
Uncovered Area – ACES-NH: Submit a request to ACES-NH.
Uncovered Area – Other Provider: You’ll be referred to the responsible provider.
Unassigned Area: Submit an “Expression of Interest” for a feasibility study.
3. How can I apply for fiber optic service installation?+
You can submit a service installation request through this link:
Fiber Optic Service Installation Request
This request is used when no service box is available outside your home. The request is reviewed by specialized teams.
4. How are areas classified, and how long does it take to process the request?
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Based on the regulations of the authority, the processing time is determined according to the postal code of the housing unit where the service is requested. Requests are classified into three main categories:
• Zone (A): If there are one or more service sites already connected to fiber optics, execution takes up to 90 days.
• Zone (B): If there are one or more service sites already connected to fiber optics in the same city where the area is located, execution takes up to 180 days.
• Zone (C): If there are no service sites previously connected to fiber optics in the same city, execution takes up to 365 days.
Note: For Zones (B) and (C), a minimum of 50 requests within the same area must be submitted before execution can begin.
5. Are there any fees for applying for fiber optic service?+
No. ACES-NH does not charge for delivering fiber optics to homes in assigned areas.
6. How can I check the status of my request?+
7. Can I cancel my request after submission?+
You can cancel your request through the Fiber Optic Service Request Status screen. Simply select the request you want to cancel and click the "Cancel" button.
8. Does ACES-NH require me to choose a specific internet provider?+
9. What happens after submitting a request?+
Your request is reviewed by the technical team and processed according to your area’s category.
10. The telecommunications infrastructure (the box) is installed at my home, but the metal panel has not been installed. How can I request the service? +
The metal panel is installed once the network is ready to provide internet services and after your home is connected to the company’s infrastructure.
11. How can I request the service if my home is covered by the ACES-NH network and has a metal panel installed?
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Contact any of the service providers contracted with the company via the
Service Providers List, using their digital channels or by calling the customer service center.
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Provide the 12-digit ACES metal panel number (e.g., A000000000000) to the service provider, as shown in the reference image.
You will receive a notification with the installation date and time, and you can follow up directly with your chosen service provider.
If your area is not yet covered or designated, you can submit a coverage request via the platform for future feasibility studies.
12. Do I need to buy a modem or router?+
No, the technician will install the ONT modem and HAG router during the installation
13. Can I change my service provider later?+
Yes, provided the new provider is among the company’s contracted providers. Please consider the terms and conditions of both your current and new provider
14. How can I report a service issue?+
Contact your internet service provider directly.
15. My area is covered, and my neighbors have telecommunications infrastructure (the box), but I do not. What should I do? +
