FAQ

You've Got Questions, We've Got Answers

Browse the topics below for answers to customers' most pressing questions. Have more questions or comments about our services that aren't covered on our site? We're here to help! Give us a call at 843-675-3200 (press 2 for a customer support representative and 3 to report an issue).

About

At RiverNet Connect, we believe that every single one of our community members should have the opportunity to have access to the same quality internet as the people living in Charlotte or Columbia. Our goal is to provide world-class internet to every house, on every dirt road that wants it and we won’t stop until we’ve done just that.

RiverNet Connect is the fiber internet subsidiary of Lynches River Electric Cooperative. Though we are powered and supported by LREC, we are proud to be two separate entities with a shared goal of serving our community.

If you’ve registered your interest in our service at RiverNetConnect.com, we will notify you through the e-mail and/or phone number you provided. You can also view all Phase One zones and zones that are opened by visiting the Service Areas page on our website. In addition, updates will be posted as progress is made on this project on the RiverNet Connect Facebook page.

RiverNet Connect’s fiber optic internet will bring a new standard of rural broadband to Lancaster, Chesterfield, and Kershaw counties. With fiber, data can be sent up to 1,000 times fast than traditional copper and the service can reach Gigabit (1,000 Mbps) speeds. Fiber technology is much more capable of handling streaming from several devices in the home and during certain times of the day when more people are connected. In addition, a properly designed fiber network isn’t susceptible to surges, and speeds don’t decrease based on distance.

Free internet service is available to families of K-12 students, Pell Grant recipients, those who qualify for Lifeline programs and more. Complete the short application at GetEmergencyBroadband.org to check your eligibility. Once completed, you should receive an immediate notification of your approval typically via email. Once approved, call our Customer services line at 843-675-3200.

Getting Started

In Phase One, which is currently in progress, service is only being offered to homes served by Lynches River Electric Cooperative. You do not have to be an LREC member, meaning the name on your LREC account does not need to match the name on your RiverNet account. This is subject to change in future phases.

You can sign up by entering your address on the Join page and, if service is available at your address, simply follow the prompts.

If you have issues with registering online, you can call our customer service line at 843-675-3200 Monday through Friday between 8 a.m. and 5 p.m.

Your landlord will need to provide written permission for the installation of RiverNet Connect services. You and your landlord will need to decide who will be responsible for the $99 installation fee.

Internet

Speeds will not be throttled (lowered), but it’s important to remember speeds can be impacted by a variety of factors and are dependent on the customer’s device.

We’re proud to say we will never implement a data cap on our customers. However, RiverNet does reserve the right to analyze data usage that is abnormally high.

RiverNet does not offer e-mail addresses with internet service. There are several well-regarded companies that offer free e-mail addresses including Google, Yahoo, Outlook, and AOL.

Telephone

You are not required to have a landline to be eligible to receive internet service.

Residential customers can have multiple lines at $24.95 per month per line. We also offer business packages that include several lines. Business owners should call our customer service line at 843-675-3200 for additional information.

At this time, we are not offering standalone phone service. Customers are required to have internet service in order to receive phone service.

Yes, customers can keep their current phone number. Our customer service representatives will work with the customer and the current provider to ensure the number is transferred over successfully.

Installation & Equipment

No, customers will not be allowed to use their own equipment. This is to ensure that we’re able to effectively troubleshoot any network or customer-specific issues that may occur.

If a customer terminates services within the first 12 months, whatever the reason, the customer must return the equipment undamaged within 14 days. If it is not returned, we will bill the customer’s account for the cost of the equipment. In addition, if the equipment is damaged within the first 12 months, the customer will be responsible for the cost of the equipment.

Two boxes will be installed: an ONT (similar to a modem) and a wireless router.

You will need to be home for the install to be completed.

Once your zone is opened for installation, customers can call 843-675-3200 to begin the installation process. It takes between 2-3 weeks from your first call to when service is connected at your home. During this time, we will call in locate requests for other services run to your home, have an installer do the initial drop, then the installer will connect your home.

The vast majority of the installation can be completed outside of your home, but an installer will need to come inside to finalize the installation and ensure your service is functioning properly. Our installers are taking all necessary precautions to protect against the spread of COVID-19 by wearing gloves, masks, and shoe protectors.

No, we do not and will not sell customer information including browsing information.

Billing

Free internet service is available to families of K-12 students, Pell Grant recipients, those who qualify for Lifeline programs and more. Complete the short application at GetEmergencyBroadband.org to check your eligibility. Once completed, you should receive an immediate notification of your approval typically via email. Once approved, call our Customer services line at 843-675-3200.

Your billing date will vary based on when you sign up for service.

Your first bill will be prorated. This means that your first bill will include service from the day your service was connected until your bill date and the next month’s bill since you are billed in advance for service.

We do not require contracts for service, but we do offer a contract option. There is a $99 installation fee when service is started; however, customers can sign a one year contract to get connected for free.

There are no fees for canceling service; however, if a customer terminates services within the first 12 months, whatever the reason, the customer must return the equipment undamaged within 14 days. If it is not returned, we will bill the customer’s account for the cost of the equipment. In addition, if the equipment is damaged within the first 12 months, the customer will be responsible for the cost of the equipment.

Customers can pay their bill by phone by calling 888-643-1078, online in their customer portal on RiverNet Connect.com, or by mail at PO Box 130, Pageland, SC 29728.

You will receive a separate bill and have a separate account for your internet service.

Yes! Customers are welcome to upgrade or downgrade their service to adjust to which package best suits your family’s needs. There are no fees associated with changing packages.

A $15 late fee is applied a week after your bill due date. After two weeks of non-payment, your service will be disconnected. In order to reconnect your service, you will need to pay a $25 reconnect fee.

Emergency Broadband Benefit Program

Free internet service is available to families of K-12 students, Pell Grant recipients, those who qualify for Lifeline programs and more. Complete the short application at GetEmergencyBroadband.org to check your eligibility. Once completed, you should receive an immediate notification of your approval typically via email. Once approved, call our Customer services line at 843-675-3200.

Qualified households can receive a $50 credit from the EBB program. If the customer selects the Basic Residential package which includes 300 Mbps upload and download for $59.95, RiverNet Connect will contribute $10 to make the package FREE. If the customer chooses the Pro Residential package of 1 Gbps upload and download for $79.95, you will only receive the $50 credit.

What plan do I get with the FREE internet offering?

The automatic package selected for customers enrolled in the FREE internet program is the Basic Residential package for 300 Mbps upload/download.

The credit can only be applied directly to your broadband service account. The EBBP will send RiverNet the funds which will be applied to your account on a monthly basis. These funds are non-transferable and limited to one per household.

Yes. If you have an adds-on like a wi-fi booster or phone service, you will be responsible for paying that additional amount each month. All billing policies apply to this amount including late fees and reconnect fees for late bills.

No, the EBB is limited to one monthly service discount per household, which is defined as any individual or group of individuals who are living together at the same address and share income and expenses.

No, we are not participating in the “new device” option of the EBBP and will not be contributing to any discounts for new devices.

Yes, eligible consumers with a past due balance or a balance in collections are eligible for the benefit.

Yes, the benefit is available to eligible new, prior, and existing customers of participating providers.

Yes. You can also combine these benefits with other state and local benefits where available.

Yes. Households with a student enrolled in a school or school district where every student receives this benefit are eligible for the Emergency Broadband Benefit.

Yes. If you qualify for the Emergency Broadband Benefit, talk to your landlord and ask that they work with us to learn more about the benefits that might be available to you and other eligible residents.

The Emergency Broadband Benefit is an emergency program developed in response to the COVID-19 pandemic. The program will end once the program funds are exhausted, or six months after the Department of Health and Human Services declares an end to the pandemic, whichever comes first.

Yes, customers will continue receiving service at the previous package selected (basic or pro) and will be responsible for the full amount. If you no longer wish to receive service, you are responsible for calling 843-675-3200 to cancel your service.

Tech Support & Troubleshooting

Customers can call 843-675-3200 and choose option 3 for technical support or to report an interruption in service.

See the RiverNet Connect Difference

High-speed fiber optic internet brings a new standard of rural broadband to Lancaster, Chesterfield, and Kershaw counties. With fiber optic, we can reach Gigabit (1000 Mbps) speeds. Use our speed comparison tool to make the best choice for your family and run a speed test on your current internet provider.

“It’s truly amazing to get fast internet speeds from RiverNet in a rural area. Thanks, RiverNet Connect for bringing this service to your customers!”

– Steven M.

“We are finally able to stream live TV without buffering or blurred screens. Watching football this season is going to be wonderful!”

– Ashley F.

“It’s unbelievable how much faster the internet is since we hooked up with RiverNet. No interruptions, no slowdowns, just great service.”

– Linda B.

“We made the switch to RiverNet, and our speeds went from 2 Mbps to 294 Mbps. We really needed this, especially for the kids’ school work!”

– Lissa Y.

Easy Bill Payment Options

Need to pay your bill? Make a payment online or pay by phone.