FAQs

1. General

To apply for services, you will need:

  1. To fill out an application for service. Contact your local office for an application.
  2. A valid government issued ID (drivers license, passport, or federal issued ID card).
  3. Your 911 address.
  4. Installation fee (where applicable).
  5. $0 balance on your account (if you were a previous Arriva or affilate customer).
  6. Bruce, MS customers only:  You will need to contact the 911 office (662-412-5000) and request that your 911 form be sent to us.

We accept orders online or in person.  You can apply online here, or contact our office. 

Installation will depend on the services you are connecting, but we aim to get you connected within a couple of weeks. There are other factors that may increase or decrease this time and we will make every effort to have your installation scheduled sooner. If you have had prior service with Arriva, your service could possibly be connected quicker. However, if construction is required to provide the service, it can sometimes take longer to get you connected.

Arriva offers a variety of services designed to keep you connected, including fiber-optic broadband, telephone, and business solutions. Our plans cater to varying internet demands from basic browsing and email, to streaming, gaming, and running your business successfully.

Enter your address here to check what packages and speeds are available to you! 

Fiber Optic cabling is the fastest way to transmit data. Fiber is comprised of tiny pieces of glass, which transmit data using light pulses. Your data moves lightning fast which means you can enjoy uninterrupted streaming, faster downloads, and smoother video calls.

Yes, Arriva offers comprehensive home phone services. Our plans include unlimited local calling, affordable long-distance rates, and popular features like caller ID, call waiting, and voicemail. Combine our phone service with our internet packages for the ultimate home connectivity solution.

2. Billing & Account

Your first bill may be higher than your typical monthly bill due to several factors:

  1. You incurred installation charges, activation fees, equipment charges, or other related charges.
  2. Partial months of service (“prorated charges”) or more than one billing period: We process billing once a month, around the 18th, and we bill a month in advance. If your service is installed in the middle of a billing cycle, your first bill will include:
    • Charges from your installation date through the end of that billing period, plus
    • The next month of service billed in advance

For example, if your service is installed on January 21 (after our January billing cycle on or around January 18), your first bill, which is processed in mid-February, will include charges from your service start date of January 21 through March 31. This means your first invoice can cover up to almost 10 weeks of service, making it higher than your normal monthly bill. We encourage customers to make a partial payment at their time of installation to reduce the potential for higher first bills.

 

After your first bill, future bills will reflect one standard month of service. If you still have questions about your bill, please contact us.

If you are not a new customer, check your bill for any fees (late, reconnect, etc.), mandated charges, or rate changes. 


If you still have questions about your bill, please contact us.

Payment on your account is due by the 10th of each month. If payment is not received by the 10th, a late fee will be assessed. If payment is more than 30 days past due, services will be disconnected, and you may be charged a reconnect fee.

  • Broadband Maintenance: The Broadband Maintenance represents the cost of maintaining and supporting the broadband service, including truck rolls, troubleshooting, and customer support interactions.
  • FCC or State mandated charges and taxes. 
  • Other fees may apply in certain instances such as late payment, reconnect, or overdraft. 

You will receive your bill via email on or around the 18th  of the month, and a paper/mailed bill on or around the 25th. This gives you 15 days to pay in full before the due date of the 10th. Late fees apply after the 10th of the month, and your account is subject to disconnection for nonpay on the 27th. 

Bills may be sent by mail or email, and delivery can be affected by mail delays or spam filters. Customers remain responsible for timely payment regardless of bill receipt. To avoid late fees or service interruption, we recommend using online account access and AutoPay.

Arriva will update the account name for spouses in the event of marriage or death, with a completed name change form and valid identification. Other common account name change situations may require additional documentation and the establishment of a new account, including:
 
  • In the event of a customer’s death, a copy of the death certificate and proof of executorship of the estate will be required to make changes to the account. If the account is held jointly (for example, in both spouses’ names), proof of executorship is not required when one account holder passes away.
  • If a customer becomes incapacitated, a valid Power of Attorney is required to authorize another individual to make changes to the account. Please note that a Power of Attorney becomes null and void upon the customer’s death. At that time, only the executor or administrator of the estate (or a joint named account holder) may make account changes, with appropriate documentation.
  • In the event of a divorce, a new application will be required to establish a new account. No name change form is required and there will be no service interruption.
  • If service responsibility changes to a roommate, non-spouse household member, or an adult child living at the same address, a new application and account are required. Accounts cannot be transferred between individuals. Service will continue without interruption during the transition, but billing responsibility must be established under the new account holder.
  • In the event of a business ownership change, the new owners will be required to fill out a new application for service. There will be no interruption in service, but both parties must agree upon the service transfer date. No name change form will be required.
CPNI (Customer Proprietary Network Information) is information about how you use your communications and internet services. This can include details such as account and billing information, calling features, internet speed tiers, web browsing activity, location data, and other sensitive information.
 
To protect your privacy, our Customer Experience team can only discuss account details with the account holder or an authorized user listed on the account. When you contact us to request information or make changes, we ask for your CPNI code to verify your identity.  Without proper CPNI verification, we are unable to share any account information including balances due, service details, features, or internet speeds.
 
When you sign up for service, you create a CPNI code. You’ll be asked for this code anytime you request account information or changes. Think of it like an ATM PIN: it helps keep your account secure. Please remember your CPNI code and do not share it with anyone you do not trust.
 
Forgot your CPNI code?
You can reset it by visiting one of our offices with a valid photo ID. If you still have an Arriva landline, we can also verify your identity by calling you back at the phone number on file.

An authorized user is a person you add to your account who is allowed to receive account information and request changes on your behalf. Authorized users have access to the same information as the account holder and can make most account-related changes. The only action an authorized user cannot take is to terminate service.

 

For residential accounts, authorized users are often a spouse, adult child, trusted friend, or neighbor who may help manage the account or make payments. For business accounts, authorized users may include employees such as an assistant, office manager, or accounts payable staff who need to report service issues or manage account details.  Adding an authorized user helps ensure someone you trust can assist with your account when needed, while still keeping your service secure.

 

3. Voice

Please contact our office and we will be happy to assist you. Please note that changing your phone number may result in additional charges on your next bill.

Check that all wires and cords are securely plugged in (both at the wall and at the device) and that no cables appear damaged.

  • If you’re using a cordless phone, make sure the base has power. Try plugging it into a different outlet if needed.
  • If you have multiple cordless phones, unplug all of them. Then plug in a corded phone to the phone jack to check for a dial tone.
  • If you’re using a corded or rotary phone, make sure all handsets are properly hung up.
  • If you still do not hear a dial tone after these steps, please contact us for assistance.

Please note: Arriva is unable to troubleshoot or repair customer-owned equipment.

Voice-over-IP systems need electricity and internet to function. Fiber and VoIP customers may contact our office to inquire about battery backup options to extend voice service during power outages.

4. Internet

Check your availability here

Arriva offers multi-gig internet speeds in many areas. Please check availability here for more information about what packages and services are available to you!

The right internet plan depends on how many devices are connected and what they’re doing at the same time. Streaming, video calls, gaming, and smart devices all share your available bandwidth, so speeds can add up quickly in a busy household. Here are some common examples of how much speed everyday activities can use:

  • Streaming video
    1. SD (standard definition): ~2–3 Mbps
    2. HD (high definition): ~5–10 Mbps per stream
    3. 4K / Ultra HD: ~20–25 Mbps per stream
  • Video calls (Zoom, FaceTime, Teams): ~5 Mbps
  • Online gaming: ~50-100 Mbps (more important is stability/low latency)
  • Web browsing & social media: ~3 Mbps per device
  • Smart TVs, cameras, doorbells, and other smart devices: small amounts individually, but they add up when many are connected
  • Recommended packages based on example households:
    1. 1–2 people or light use (email, browsing, one HD stream): at least 100 Mbps
    2. 2–3 people or multiple devices (HD or 4K streaming, video calls, phones, tablets): at least 300 Mbps
    3. Families or heavy users (multiple 4K streams, gaming, remote work/school, smart home devices): 1 gig or more for the smoothest experience.

If your internet feels slow when several devices are in use at the same time, that’s often a sign your household needs more bandwidth — not that anything is “wrong” with the service.

A note about devices:
It’s also important to know that older devices may not be capable of using very high speeds, even if your internet plan supports them. Newer phones, computers, and TVs are designed to handle faster speeds more efficiently. This means upgrading your internet plan often works best when paired with modern devices and properly placed Wi-Fi equipment. Choosing a higher-speed plan gives your household more flexibility, better performance during peak usage, and room to grow as you add devices or start streaming in higher quality. If you’d like help choosing the best plan for your home, our team is always happy to talk through your setup and usage.

Contact us

A firewall is a program or a device that blocks unauthorized access to your computer(s)/network. It helps shield your computer from outside attack and intrusion such as viruses, identity thieves, and hackers. You can think of it as body-armor for your Internet connection. No firewall is 100% foolproof, but in combination with a good anti-virus, a firewall can help make your computer much safer. Even if your router has its own firewall, it is a good idea to also turn on the Windows Firewall or another manufacturer’s firewall product (some antivirus programs come with an optional firewall of their own you can enable).

In addition to a firewall:

An antivirus and an malware software

  • Some computers may come with an an virus product already installed when you buy the computer. Many times, those antivirus products may be a free trial version that may have stopped working, so be sure to check to see that it is still working and still receiving updates. If the antivirus software that came with your computer is old, doesn’t work, can’t get updates, or you just don’t like it, check the manufacturer’s website for information on how you can remove it, then you can turn on Windows Defender or install another antivirus, as you choose.

Keeping your operating system (Windows, for example) up to date

  • They often take quite a while to download and can slow down lower bandwidth Internet connections for a while during downloading of the updates, but the safety factor of applying the updates can make it well worth the inconvenience.

Safe surfing practices.

  • Being careful of what links you click, what emails you open, and what websites you visit is every bit as important as making sure your antivirus is up to date.

No computer or network is 100% safe from a virus or malware attack, but a combination of the above practices and procedures will greatly reduce your risk of compromise.

Arriva installs and maintains the equipment provided at your home as part of your service. If Arriva-provided equipment stops working due to normal wear or a manufacturer issue, it will be repaired or replaced at no additional cost, as this is covered under the Broadband Maintenance Fee. Arriva does not repair, replace, or guarantee customer-owned equipment, including personal Wi-Fi networks or extenders. If a service call determines that the issue is caused by customer-owned equipment, a service charge may apply. Additionally, if Arriva-provided equipment is damaged due to customer negligence, including damage caused by pets, pests, or physical abuse, the cost of repair or replacement may be charged to the customer, even if the Broadband Maintenance Fee is active.

Yes, peak usage times are generally from 6 p.m. to 10 p.m. during the weekdays.

Arriva has truly unlimited data. We do not slow speeds, as outlined in our terms of service.

Most devices provide wireless access. If you are unsure, please contact us.

5. Troubleshooting Internet

Often, when customers notice slow Internet speeds, it is because a device or multiple devices in their house are using an unfair amount of the bandwidth, causing other devices to perform slowly. Other conditions affecting speed may include: customer location, physical equipment limitations (older devices), network congestion, server or router speeds of websites accessed, inside wiring, or telephone conditions. Providing customers with the best Internet service possible is our goal. However, Internet performance may vary due to conditions outside of our network control. Therefore, no minimum level of speed is guaranteed.

 

  • Try power cycling the device that seems to be running slow (TV, cell phone, etc.).
  • If that doesn’t help, or if all devices are running slow, restart the modem/router by unplugging it from the power source, waiting at least 30 seconds, and then plugging it back in (please do not hit the “reset” button on the modem/router.)
  • If power cycling your devices and modem/router does not solve the problem, please contact us.

You can check your speed at www.speedtest.net

Please note: Arriva is unable to troubleshoot or repair customer-owned equipment and devices including but not limited to Wi-Fi extenders and smart devices.

This is a common problem with many different solutions. We suggest purchasing a Wi-Fi extender and placing it in a part of the home that does not receive a quality signal. Please contact our office for assistance installing an extender or mesh unit to enhance your connection throughout your home.

 

Please note: Arriva is unable to troubleshoot or repair customer-owned equipment and devices including but not limited to Wi-Fi extenders and smart devices.

If there is more than one device connected to the network, try another device to see if you can access the internet. If a different device is connected, try reseting the device that has lost connection. If the first device does not connect after reboot, you will need to contact the customer support for that device (i.e. Apple, Windows, etc.) to determine the issue.If you cannot access the internet from any device, unplug the modem for 30 seconds (please do not hit the “reset” button on the modem/router), and power cycle all devices connected to the network. If you are still unable to connect to the internet after restarting the modem and all devices, please contact our office. 

 

Please note: Arriva is unable to troubleshoot or repair customer-owned equipment and devices including but not limited to Wi-Fi extenders and smart devices.

Our support technicians can verify that the connection is working as it is supposed to. Beyond that verification, if you continue to experience further issues, you should contact your steaming service for assistance. Please note: we do not endorse specific streaming TV services. Please be aware that some video streaming services may be ‘pirate’ services. Our Terms of Service prohibit any illegal use of the Broadband Service.

 

Please note: Arriva is unable to troubleshoot or repair customer-owned equipment and devices including but not limited to Wi-Fi extenders and smart devices.

If you have a router provided by Arriva, the installation technician should have provided you with the password or it may be on a sticker on the router. Sometimes, the Wi-Fi password is also called a ‘WPA key’. The password or WPA key will be case-sensitive. If you cannot locate the password, please contact us.

If you have your own personally purchased router, you will need to refer to the manufacturer’s instructions to set passwords on your router.

Smart RG Routers

If you have a modem/router that is manufactured by Smart RG, your password will be the MAC address stamped on the bottom of your device. It should be entered in lowercase form. Georgia customers:  Please use “WiFi Key” or “WPA Key” if listed.

Comtrend Routers

If you have a modem/router that is manufactured by Comtrend with only one antenna, your password will be the MAC address minus the first two digits. It is not case sensitive.

An example would be 64680c6310eb

If you have a modem/router that is manufactured by Comtrend with two antennas, your password will be the MAC address minus the first two digits. It is case sensitive.

An example would be 720c6a4b55ea

Trendnet Routers

If you have a router that is manufactured by Trendnet, your password will be stamped on the bottom of your device, or a Arriva technician may have placed a sticker on the top of your device that will have the “Wi-Fi key” on it.

Note: these devices have to be set up after initial power. In the rare event the hard reset button is pushed, the initial process will have to be repeated.

 

Please note: Arriva is unable to troubleshoot or repair customer-owned equipment and devices including but not limited to Wi-Fi extenders and smart devices.

If the modem has Wi-Fi, the password will likely be the MAC number on the bottom of the modem – depending on the make/model, it could include or exclude the first two digits.

If you have a router only, your password will be on the bottom of the router.

If you have a router provided by Arriva, the installing technician should have provided you with the password or it may be on a sticker on the router. Sometimes, the Wi-Fi password is also called a ‘WPA key’, especially if it is printed on the router’s sticker. The password or WPA key will be case-sensitive. If you cannot locate the password, please contact our office.

 

Please note: Arriva is unable to troubleshoot or repair customer-owned equipment and devices including but not limited to Wi-Fi extenders and smart devices.

Please Select Your Location

Severe Winter weather

Due to the threat of severe winter weather forecasted to hit our areas soon, we may face unexpected staffing shortages and office closures. To report an outage or downed lines, please contact your local office.

Please note that if your power is out, your internet will also be unavailable.