Frequently Asked Questions

Wave Rural Connect, LLC. is the telecommunications subsidiary of Arkansas Valley Electric Cooperative. We are bringing fiber services, including; ultra-fast gigabit Internet, premium fiber TV, and fiber VOIP telephone services, to the River Valley region.

Today, many areas do not have access to broadband Internet — and some have no access at all. Like Arkansas Valley Electric Cooperative (AVECC) did with electricity in 1937, Wave Rural Connect will provide the power of high-speed Internet to Western Arkansas and Eastern Oklahoma.

AVECC uses fiber-optic cable for communication and automation between their substations and system to increase the reliability and accuracy of the electric service to members.

Due to the expanded capacity of fiber-optic transmission, Wave Rural Connect can offer highspeed services over much of the same fiber AVECC uses for automation.

Wave Rural Connect, LLC. is a wholly-owned subsidiary of Arkansas Valley Electric Cooperative Corporation (AVECC). As a separate company, Wave Rural Connect is therefore managed separately from the cooperative. Wave Rural Connect was created to benefit our membership and the cooperative by providing proper broadband services to members and eventually will be expanded to customers outside AVECC membership.

This project will not impact electric rates. AVECC owns the fiber and will utilize the fiber for electric smart-grid management. Wave Rural Connect is a self-sufficient company and will cover all the costs of fiber through revenues received.

Wave Rural Connect will announce openings on social media, email and send a mailer package with details and pricing when fiber service is ready in your area. See this article for more information.

You can also check availability on our signup website, signup.waveruralconnect.com, where you can see service areas and the schedule phases. Even if our service is not yet available in your area, enter your information, and we will contact you when your area is ready for Wave Rural Connect services.

This 5-year FTTH buildout, encompassing 6,027 miles of fiber, will ultimately reach 100 percent of AVECC members.  The buildout will provide access to broadband benefits for over 58,000 Arkansas-Oklahoma River Valley homes and businesses.

The buildout will run from 2019 – 2023.

Fiber refers to the use of fiber-optic cable to transport data. Fiber-optic cable is a flexible glass filament that transmits light as a method of data transport.

Wave Rural Connect uses cutting-edge Gigabit Passive Optical Network (GPON) technology that brings fiber-optics and the data they transport INTO your home. GPON is the most efficient technology for delivering streaming video content and online applications with virtually limitless bandwidth.

GPON systems drive the bursts of light through fibers at much faster speeds than traditional copper lines. This technology literally moves at the speed of light. Some of our competitors utilize fiber in their systems that only go to the curb, and the final connection to the home is copper lines, resulting in much slower speeds.

Wave Rural Connect will bring Fiber To The Home (FTTH).

Broadband commonly refers to high-speed internet access that is always on, faster and has a wider range of frequencies than traditional dial-up access. Broadband services delivered over fiber-optic networks provide voice, data, video, and other digital services at the fastest speeds available to both consumers and businesses.

No. Use as much data as you want with no caps or throttling (intentional slowing of internet speed).

You are not required to provide any equipment for internet service, and there is no fee for the ONT device. However, our Managed WiFi and Ultimate WiFi service include an Optical Network Terminal (ONT) that also has WiFi routing capability (Managed $7 per / Ultimate $11 month).

You must use the Optical Network Terminal (ONT) as the modem. The standard ONT functions as a modem that translates the light signals to standard data formats. You may use a third-party wireless router if you prefer.

Awesome Tip: If you choose our Managed WiFi service, you are provided with an ONT that is a modem/WiFi router combination.

Managed WiFi (Managed Wireless) provides remote troubleshooting, a WiFi6 router, multi-layer virus and malware protection, and network management via our WAVE Connect app.

For $7 per month, we will provide a combination modem / WiFi router and then maintain updates, and security.

Without Managed Wireless, you will be provided with an ONT that functions as a modem-only and must supply your WiFi router and maintain their settings and firmware updates on your own.

Support calls not resulting from a failure of our equipment or services could require a $50 service fee.

WAVE Rural Connect also offers UItimate WiFi for $11/mo. This service offers even more features than Managed WiFi.

UItimate WiFi provides all the services of Managed WiFi and adds next-level control of your home network.

For $11/mo, you can control WiFi permissions and settings for People, Devices, and Rooms. Parental controls, block websites, and set usage limits. Multi-layer malware and virus security.

Service issue insurance; receive up to six service calls a year without charge.

The Patio Package is our outdoor WiFi services and products. Outdoor Mesh is a WiFi range extender designed to work outdoors and push your Internet experience to your yard, pool, and garden way in the corner!

Yes. Equipment should be returned to the closest Arkansas Valley Electric Cooperative office. All equipment must be returned within seven days of the disconnect date. Unreturned equipment or damage may result in fees of up to $250 per unreturned item.

We will never sell your information to third parties. For more information, see our Privacy Policy.

Wave Rural Connect will not provide email service. If you need a new email address, we recommend creating an account with one of the many high-quality email providers.

Read our Why We Don’t Offer Email article, which explains the decision not to offer email hosting.

100 Mbps and Gigabit are maximum capacities. Speeds may be slower based on users accessing the line at the same time or using WiFi access. Gigabit speeds are “best-effort” and not guaranteed.

Wave Rural Connect will use Internet Protocol Television (IPTV), which delivers TV using the same technology that powers our ultra-fast fiber internet. Using our all-fiber network, we can deliver more than 200 channels in crisp quality to all the TVs in your home. Experience no-lag as you change channels or watch your favorite on-demand content.

No. Television services require either our broadband internet (100 Mbps or 1 Gigabit) or fiber phone service.

We will have more than 200 channels available, including local, sports, premium, and music channels. The full channel lineup and packages can be found on our TV Packages page.

High Definition and 4K quality are included for any channel in our lineup that offers UHD. There is no additional fee for HD or 4K quality.

A la carte packages are available. However, you can not pick individual channels to make a package.

A list of all options can be found on our TV Packages page. A la carte add-on packages are available to let you customize your TV experience.

We will have the local channels for each Designated Market Area (DMA). Be sure to check out the TV Channel listing.

A Set-Top Box is required for each TV in a household. We provide the set-top box for $5.95 per month. If you opt for whole-home DVR, recorded content can be streamed to any TV in the home using only one DVR unit. A whole-home DVR unit ($12.95) and replaces one set-top box in a household.

Wave Rural Connect will replace malfunctioning equipment. Physical damage caused by the subscriber will be charged to the subscriber. Unreturned equipment or damage may result in fees of up to $250 per unreturned item.

No, the equipment is only available while you have our service.

Yes. You will have 10 days from the date you terminate your service to return your set-top box receivers and DVRs. Unreturned equipment or damage may result in fees of up to $250 per unreturned item.

The DVR can record six streams at a time.

The DVR can hold roughly 1,000 hours of SD content or 500 hours of HD content.

Probably not. We can only guarantee our Whole Home DVR to be compatible with the service we provide.

Yes! With watchTVeverywhere, you have access to thousands of hours of programming from participating networks on your smartphone, tablet, or computer, at no extra charge. Watch your favorite show anywhere you have access to the Internet! Streaming services like Netflix, Amazon Prime, and Hulu only offer past seasons of shows, so you have to wait to watch the current season. With watchTVEverywhere, you can watch the current season of your favorite shows within days of their premiere.

Use the watchTVeverywhere Guide to set up access to your streaming channels and consult their FAQ for more answers.

You can also stream on many of the individual network and provider apps. Just use the same provider method for watchTVeverywhere for each provider app you use.

Our Voice Over Internet Protocol (VOIP) phone service is over a fiber network; it provides crystal-clear communication with no lag. We offer our phone service at very competitive rates, and discounts are available if you bundle with other Wave Rural Connect services. Unlike many other phone providers, we will not charge any fees that aren’t mandated.

Yes. Phone-only service requires an initial $199 installation fee.

Yes. There is a 2 voice line capacity per Optical Network Terminal (ONT) that is installed.

You will be able to keep your phone number in most cases.

Yes. VOIP functions the same as a standard voice-line and will not inhibit the use of facsimile machines. The supplied Optical Network Terminal (ONT) has two phone ports, so you won’t have to switch between your phone and fax.

All Arkansas Valley Electric Cooperative members will be eligible to receive service. The first phase will cover areas of Crawford, Sebastian, LeFlore, and Sequoyah counties. You can review our phase map here. Any zone that is in color is live, and gray areas are future Phases and Zones.

While we do not have plans to offer service outside AVECC membership at this time, you can still signup to show your interest and receive updates. Expressions of interest on our signup site help us plan for any possible expansion.

The construction schedule is based on:

• Density

• Total cost

• Cost per home or business passed

• Number of potential subscribers in the area

• Cooperative communication needs

• AVECC and Wave Rural Connect office locations

• Revenue projections

Approximately five years. (2019-end of 2023)

When you are eligible to sign up, you may do so one of four ways:

Website:

1. Go to signup.waveruralconnect.com
2. Enter your address information to see if the service available in your area to finish the ordering process.

Mailer: When service is ready for ordering in your area, you will receive a packet in the mail with details about the service and a signup form. You can fill out the form and mail it to us or bring it to any AVECC location.

Phone: Call 1.833.4WAVERC (1.833.492.8372)

Arkansas Valley Electric Cooperative Offices:

Ozark Headquarters Office
1811 W. Commercial St.
PO. Box 47, Ozark, AR 72949

Waldron District Office
1908 S. Main
PO. Box 9, Waldron, AR 72958

Pocola, OK. District Office
1302 South Pocola Blvd
PO. Box 490, Pocola, OK 74902

Van Buren District Office
5600 N. Highway 59
PO. Box 6967, Van Buren, AR 72956

Even if our service not yet available in your area, you can enter your information, and we will contact you when your area is ready for Wave Rural Connect services. Feel free to signup, even if you are NOT an Arkansas Valley Electric Cooperative member, you can sign up to shown interest. If enough interest is shown in an area, it could be a candidate for expansion.

At this time, our order system is an intake-based system. If your order has already been placed for more than a few days, it is best to call us at 1.833.492.8372 to make changes. If you already have active service, it is faster to call or email us as you will get a live representative during business hours.

Yes. Current members may call our member service center at:

• 1.833.4WAVERC (833.492.8372)
• It is faster to use the signup form at www.waveruralconnect.com or signup.waveruralconnect.com.

We plan to offer Wave Rural Connect to all AVECC members before considering whether to expand outside the AVECC coverage area. You may fill out our non-member subscription request form to express your interest using our  Check Availability form, and we will contact you when service is available in your area.

If you live in an apartment, fill out the Check Availability form or call us at 1.833.492.8372 as your complex may have been prewired or authorized for WAVE installation.

If you live in a rent house or your complex does not have an access agreement with WAVE Rural Connect; You will need permission from your landlord to have the installation performed.

You can download our Landlord Authority letter, have it filled out by you and your landlord, then mail it in with your signup form or talk to a Member Service Representative for more information. 1.844.492.8372.

Yes. The application deadlines are based on the phase areas where we are performing construction.

We will be running fiber to your neighborhood during this scheduled phase. Connecting to your home during this process reduces the cost and time to enable services.

Running fiber directly to your home enables us to make the connections that will allow up to two TVs at no additional charge.

The installation fee is $100 to run fiber to your home.

If you miss the deadline, you will need to pay the full installation charge, which includes:

• The current full cost of extending the line to your home
• Additional charge for each TV connection

Even if you are under contract with your current internet provider, we encourage you to apply and pay the installation fee before the Wave Rural Connect construction deadline to avoid a much higher installation charge at a later date.

Once you have signed up for your service package online, by mail, or by phone, we will contact you to schedule a date for the in-home installation.

Yes, you or a legal resident of the home over the age of 18 must be present for the scheduled in-home installation to verify your selections and choose where to place the equipment.

You must remain on the premises until the installation is completed. If you need to leave during an in-home installation, our technician will need to reschedule the remainder of the installation.

You DO NOT need to be home for the fiber connection installation to the exterior of the home.

Details on our Installation Process.

Yes, the installation team will enter your home to install the fiber optic cable and necessary equipment.

Your bill for Wave Rural Connect services will be mailed in the same envelope as your Arkansas Valley Electric Cooperative bill. You can choose to pay both bills with the same payment. You must include the stubs for both accounts, or the full amount will be applied to your AVECC bill.

NOTE: If you already have an automatic bank draft set up for your electric account with AVECC, you still must contact us to add WAVE Rural Connect billing to your automated setup.

For more information on billing, see the AVECC Ways to Pay page.

Billing for Wave Rural Connect services will begin once the installation is completed and all services have been turned on. All services are billed one month ahead. This means that if you receive a bill in April, it will be for services to be received in May.

All bills for Wave Rural Connect services are paid in advance. Example: if paying in July, you are paying for the month of August.

Your first bill will include:

• Any installation charges not paid up front
• The monthly amount for the first two months
• The pro-rated amount based on your install date and when your electric/WAVE bills arrive
• Taxes and regulatory fees

You will be able to make a payment by the following methods:

• Arkansas Valley Electric App: Android | iOS

• Online

  • Ways to Pay
  • Login to Bill Pay

• Mail

• Arkansas Valley Electric Offices

• Kiosks

At the end of the sign up step, click COMPLETE PROCESS, then you will be able to enter your coupon code on the payment entry screen

Yes, there will be a late fee assessed on the account if the payment is not made on the original due date.

There is a one-time contract term of 12 months, commencing on the date Service is made available. Thereafter, the term shall automatically renew on a month-to-month basis at WAVE’s then-current monthly pricing and fees. No further term-based contract is required. This initial 12-month contract is to recover the full cost of installation and turn-on of service.

Yes. Subscriber may cancel Service at any time. If Subscriber cancels Service at any time during the initial twelve-month period, an early cancellation fee, equal to the remainder of the twelve-month term multiplied by $49.95, will apply.

Yes. You may add or change your service tiers. Changes within the same service tier will incur no charges and can be applied in the same day, most of the time.

A new 12-month contract may be required if additional installation or construction at the home is required for any upgrades of service. (Such as adding TV Service at a date after the in-home installation has been completed.)