Frequently Asked Questions
What is Singing River Connect?
Singing River Connect (SR Connect) is a fiber internet provider for Singing River Electric members in George, Greene, Jackson, Wayne, Perry, Stone, and Harrison counties in Mississippi and Washington and Mobile counties in Alabama.
Singing River Connect is a subsidiary of Singing River Electric.
We are building a fiber-to-the-home network over Singing River Electric’s existing electric distribution infrastructure that takes fiber directly into homes and businesses and delivers
Members are billed separately for their electric service and their broadband service.
Why did Singing River Electric launch its fiber internet subsidiary, Singing River Connect?
Our mission is to improve the quality of life for our members and the communities we serve. High-speed internet service was not readily available throughout our local communities, especially in the rural areas. We are helping Singing River Electric members and local businesses cross the digital divide.
We are also utilizing fiber services by installing SCADA equipment in our Singing River Electric substations to decrease electricity outage times and benefit Singing River Electric members.
What makes Singing River Connect unique?
Singing River Electric members asked for this fiber internet service, and we are bringing it to them through Singing River Connect – even in the unserved and underserved areas!
- Extraordinary service that you have come to expect from SRE’s electric service is modeled for Singing River Connect fiber subscribers. We follow the cooperative model of service that puts the members first!
- Fast and friendly tech support.
- Trusted local service. Singing River Connect is operated by the same people who have been providing power service to Singing River Electric members – your neighbors!
- We have identical upload and download speeds, and our speeds are truer to the advertised rate than other providers.
- NO equipment fees. Check your billing statement if you have service from a competitor to see if you are paying a monthly equipment charge.
- Fiber all the way to the home. Some competitors rely on fiber AND cable lines. Our build-out is 100% fiber lines all the way from the Network Interface Device (NID) to the Gigaspire/router in your home or business. This gives you the fastest actual speeds.
- No data caps.
- No installation fees.
- No more lost connections.
- Quick response to outages
Who will get fiber service and when?
We are actively connecting south Mississippi to high-speed fiber internet; however, building a fiber-to-the-home network takes time. Singing River Connect is bringing lightning-fast, fiber-to-the-home service locally to Singing River Electric substation areas. You can text a Singing River Electric member service representative at 228-591-9166 to see which substation and feeder serve your home or business.
All SRE members in north Jackson County, George, Greene, Wayne, and Perry counties, as well as Washington and Mobile counties in Alabama, have access to SRC fiber internet service. We're still working to build our network in south Jackson County.
Click here to view maps of where SR Connect fiber internet is available.
We announce newly opened fiber areas on Singing River Connect’s Facebook facebook.com/SingingRiverConnect, Instagram instagram.com/SingingRiverConnect, and X x.com/SRConnectMS, and in the Today in Mississippi magazine that is mailed to your home, along with a postcard and email.
What makes fiber internet better than other networks, and why should you switch??
Fiber optics carry data using light waves, resulting in faster speeds than traditional copper lines. Our fiber-to-the-home network is more reliable than other types of networks and has fewer complications from lightning and other elements. With a fast, reliable connection from Singing River Connect, you have the power to:
- Download and upload videos, music, and files in a fraction of the time.
- Power the latest home security systems to keep your family safe.
- Take advantage of the latest smart home devices for home automation, healthcare, and more.
- Access the internet on multiple devices simultaneously without buffering.
- Experience smooth online gaming.
- And so much more!
I’m in an open fiber internet area. What should I do?
Contact SR Connect at 877-272-6611 to sign up for service! You can also sign up online by following these three steps:
- Visit singingriver.smarthub.coop/Login.html.
- Enter your SmartHub username and password (the information you use to pay your electric bill). If you're a new user, you can sign up for access.
- Click on the SR Connect Fiber Internet link to the left.
Where can I get updates on this project and future expansion?
We will post updates on this website, singingriverconnect.com. We’ll also share more frequent updates on our social media profiles on Facebook facebook.com/SingingRiverConnect, Instagram instagram.com/SingingRiverConnect, and X x.com/SRConnectMS. Be sure to look up Singing River Connect on your preferred platforms and click Follow or Like to stay in the know. You can also read the Today in Mississippi member magazine mailed to you monthly.
Why does my neighbor have fiber, but I don’t?
Fiber lines follow the power lines, and areas are opened for sign-ups by substation and feeder. SRE members on the same street can be served by different substation feeders.
Fiber construction is different for every member, so before connecting a service, we may be waiting on a 811 locate, an underground crew to be available, or for right-of-way clearance to be cut.
Will my electric rate go up?
No! Electric rates are unique and are not associated with the cost of our fiber internet project.
Frequently Asked Questions for Subscribers
Once I sign up for SR Connect service, what happens next?
You will begin seeing our contractors working outside your home. They will be constructing fiber from the main line to your home and securing it in an outside box called the NID (Network Interface Device).
We need you to mark any privately-owned utility lines that may not be identified during the 811 underground line locate. For example: water lines, septic lines, or well pump electrical lines.
Once the fiber is run to your home, a SR Connect fiber service representative will call to schedule your in-home installation; you will also receive an email prompting you to set up your in-home installation.
What should subscribers expect on their first bill?
Your first bill will be prorated, and you are billed one month in advance for service. Do not be surprised if your first bill is a little higher than expected due to the date of sign-up and installation.
Paperless bills are emailed on the 15th of each month and are due two weeks later. For paper bills to be mailed, a $3 mailing charge will be applied to your monthly bill statement.
Why is SR Connect charging for paper bills?
With increasing postage and paper costs, SR Connect is providing paperless billing at no charge. The $3 paper bill fee covers the mailing and paper costs.
Why do installers need to access to subscriber attics?
Our installers want your connection to be as neat as possible. We can run conduit through your attic and on the inside of your wall so that no wires are seen. However, if you are not comfortable with this, service can be run in traditional ways.
Why do some areas have a shorter time frame for installation than others?
SR Connect sign-up areas are opened by the electric substation and feeder. Some feeders have more homes and businesses in the area, so there are more installations that must take place. Installers also need time to perform a quality installation for all subscribers and answer related questions.
In areas where fiber is already available, installation times are shorter because fiber construction is already complete.
Can I use my own equipment?
Singing River Connect needs to place a Gigaspire router inside your home to establish a connection to the fiber network. This equipment is provided to the subscriber at no cost. For assistance with troubleshooting your equipment, please contact our 24/7 tech support by calling 877-636-1702.
Do I have to return the equipment if I cancel service?
Yes. After cancelling service, you must return Singing River Connect’s equipment (including any extenders) within 5 business days. Failure to return equipment will result in non-return fees that will be added to the final bill. For all equipment charges, see the Service Fee Schedule.