FAQs

F A Q

COVID-19 Updates

How will the COVID-19 pandemic impact Medina Fiber’s construction?

We are in the process of determining exactly what the impact will be, and will be informing everyone who has taken the survey or signed up for service via email as soon as we can. We can say for certain that there will be a delay, but we can’t say until we’ve heard from our materials suppliers, electronics manufacturers, and construction partners exactly what that delay will be.

Has work on the Medina Fiber network stopped because of COVID-19?

No, we’re still working on the design and engineering of the network, preparing permit applications, marketing, and getting people signed up, so that when our materials manufacturers, suppliers and construction partners are ready, we can start building the network right away.

Can I still sign up for service?

Yes, we understand that the residents of Medina County are hurting worse than ever before due to lack of adequate broadband, and we are accepting sign-ups and survey responses.

What can we do in the meantime?

The more people who take Medina Fiber’s survey, the quicker we’ll be able to bring services throughout the County. The most helpful thing you can do is follow the advice from professionals and to stay at home and to tell your friends and neighbors to take the survey.

Docity 

What is telehealth?

Telehealth is the delivery of healthcare via a phone or video call. Docity telehealth gives you the ability to have a face-to-face virtual visit with a medical provider from wherever you are — all you need is a computer, smartphone, or tablet and a reliable Internet connection.

What common conditions can you treat?

Allergies
Cold and Flu
Diarrhea
Ear and Eye Issues
Fever
Headaches
Nausea and Vomiting
Respiratory issues
Skin rashes
Sore throat
UTI
And more

Can I use Docity telehealth everytime I’m sick or need medical attention?

Docity is designed to treat low and minor acuity issues, the kind of things you already know you have. Docity providers cannot help you deliver a baby or perform surgery. If you are experiencing a medical emergency, please call 911 immediately.

Does Docity replace my existing doctor?

Not exactly. Docity is designed to work in conjunction with your primary care physician and can sometimes replace the need for an office or urgent care visit.

When can I use Docity telehealth?

Docity is available 8am to 8pm, Monday through Friday. We are currently working on bringing our customers access to an online doctor 24/7/365. Stay tuned!

How much does it cost to use the Docity software?

Initially, we’ll be offering a single package that would include unlimited virtual visits with a provider. This package should range somewhere between $20-$30 per month. As the program continues to grow, we will consider offering additional packages.

Can I use my insurance or Medicare/Medicaid to pay for this?

Due to COVID-19, the Centers for Medicare and Medicaid Services has greatly reduced restrictions for telehealth billing, this has also led to payers following suit. Almost all major insurance providers have begun billing for telehealth due to the pandemic. Additionally, you can use an HSA or FSA for payment.

How do I access the Docity software?

Step one to software access would be purchasing the service alongside Medina Fiber’s other offerings. Once you have done so, Docity can be accessed via web at  www.docityapp.com or by downloading the app from the Google Play Store (Android) or the App Store (iOS).

Who are the doctors?

One of our core philosophies is making sure you have access to a provider in your area so that you could also connect in person. We’re working on finalizing partnerships with Medina County providers as we speak. Additionally, we have standby providers who are board-certified and licensed in Ohio.

Do I get to choose my health provider?

You can set appointments based on what date and time you would like, or by selecting the specific provider you want to see and then choose from their availability.

I’ve heard a lot about the risk of hacking, how secure is Docity?

Our software is 100% HIPAA-compliant, with multiple layers of heavy encryption and firewalls. We also run the platform on a peer-to-peer network which means your conversation will stay between you and your provider, rather than travelling out onto the open internet. Some telehealth providers record and store your sessions, we do NOT.

If need be, can a doctor prescribe me medication during a virtual visit?

Yes, a Docity doctor can prescribe medications*. At the conclusion of your visit, the doctor will send your prescription to the pharmacy you indicated in your ‘Patient Profile’.

*Docity does not allow the prescription of controlled substances through our software

If my question isn’t listed here, what should I do?

Please call us at 1-855-642-4848 or contact us via email at contact@docity.com if you have any questions, comments, or concerns.

Services and Pricing

What are your service offerings and how much do they cost?

Internet 

100/100mbps – $49.99/month

500/500mbps – $79.99/month

1000/1000mbps – $149.99/month

Voice 

$29.95/month – 1st phone line

$24.95/month – 2nd phone line

Streaming Television

Pricing coming soon

Telehealth – Docity

$29.95/month for unlimited visits

 

Will you be offering TV? Will you have local channels?

The TV packages are different from traditional cable packages you’re used to. You will be able to pick only the channels you want, and get the content on demand. You will be able to get all the channels you currently have access to. Pricing coming soon.

What about bundling?

There are currently no bundles offered through Medina Fiber. Our services are all a-la-carte, meaning you can select which ones you want and leave off the ones you don’t want. We are able to keep pricing low, and you are not tricked into paying for a service you simply do not use.

Are business services offered?

Yes, business services will be offered. Please go to this website to fill out our business services form and personnel from Medina Fiber will be in contact with you.

Can I upgrade or downgrade service speeds easily without a fee?

Yes, you can easily switch between plans through our website without the need to make a phone call or schedule a visit from a technician. You can also add or take away additional services like voice lines or telehealth services with the same ease.

How instant is the switch between service tiers?

The provisioning of new services is very quick, it takes the software only a matter of seconds to make the switch.

Will Docity and/or Medina Fiber have a local store?

Yes, we anticipate opening a store housing both companies in the March 2020 timeframe.

Are the number of devices you list for each tier of internet a cap (ie 6-8 devices)?

No, that’s simply the number of devices with which you could stream video without an impact to the quality of the picture on each device.

Will you be enforcing data caps?

No! We will never cap your data, on any of our plans.

Surveys and Sign Ups

What’s the difference between survey and signing up for service?

Individuals who are asked to take the survey reside within Medina County, but are not within Phase 1 (Westfield Center & Seville). Sign ups are for those individuals who currently reside in the village limits of Westfield Center and Seville. We will be transitioning other cities into Sign Up phase as the project progresses.

What if my address is not found when I go to take the survey or sign up?

Please email info@medinafiber.net with your Name, Address, Email, and Phone # and we will get this issue fixed right away.

Am I locked into the services I signed up for, or can I change my mind?

No, you can change your services at any time at no extra cost or fee. We will be in contact with you before construction starts to make sure you are happy with your choices.

What’s the difference between this survey vs. the one in April 2019? Do I need to redo it?

Yes, you do need to retake the survey. Medina Fiber switched ownership to Lit Communities, so we have to collect all new data. We apologize for the inconvenience, but we did keep the survey short and sweet!

What’s the deadline to sign up?

There is “technically” no deadline to sign up, but we ask you sign up before construction in your neighborhood starts because then there will be no installation fee to you. If you sign up for service after construction has completed in your neighborhood, Medina Fiber will be charging an installation fee of $100. This is due to the cost of re-deploying construction crews to install to your home.

How does signing up matter if I’m locked in to a contract with another provider?

We strongly encourage all residents to not lock themselves in with another provider as Medina Fiber is coming with better services and lower prices! Customers can choose to break their current service contract to sign up for Medina Fiber services or wait until the contract with the current provider has ended to sign up with Medina Fiber – your choice to make.

I want to encourage my neighbors to sign up, how do I do that?

You can encourage your neighbors to sign up or take the survey at medina.litcommunities.net 

Construction

When will construction begin?

Construction will begin as soon as possible, but with COVID related delays to our electronics manufacturers, construction contractors, and other vendors, we do not have a new start date yet. As soon as we have ascertained the likely length of the delay we will be letting our customers know by email. If you have not already done so, we recommend taking our survey, which will get you on our email list.

I don’t live in Seville, Westfield Center, or Guilford, when will you be building to my area?

Medina Fiber’s goal is to complete Phase 1 build of the network by the end of 2020. We are actively gathering data for the communities outside Phase 1. This demand will determine when we can start construction in Phase 2 – we promise to be in touch as we get closer to this date.

What happens if I don’t sign up now and sign up after construction has started?

We ask you sign up before construction in your neighborhood starts because then there will be no installation fee to you. If you sign up for service after construction has completed in your neighborhood, Medina Fiber will be charging an installation fee of $100. This is due to the cost of re-deploying construction crews to install to your home.

What does the construction look like to my home?

Our crews will be constructing in the Right-of-Way (ROW) in front of your home, either on poles or underground. However your home is currently fed with electricity (underground or from a pole), is the same way Medina Fiber will be connecting your house. We will be in contact with you through the Medina Fiber website and via email in regards to construction scheduling.

Does someone have to come inside my home to hook up my services?

An installation tech will have to get inside your home to install some equipment. We will be sure to schedule this at a time in which is most convenient for you.

Other

Can I use my own router/switch on your network? Will there be an approved list?

An approved equipment list will be posted before construction of the network is complete, however there is no installation fee or monthly charge for the use of the equipment our install technicians will put in your home.

Could you explain the “Lit Store” concept? How will this work?

The Lit Store is the website you will go to Sign Up for services, switch services, pay your bill, etc. Think of this like an App Store for your Medina Fiber services! The Lit Store is currently in production. 

What if the service stops working or I have connection issues? How will this get resolved? Will it be someone local who will fix my problem?

Yes, Medina Fiber will have local technicians who will help resolve any issues you are having. There will be a telephone number you can call when you have problems.