To start your service, an official 911 address is required. Visit texas911.org for information on how to contact your local government agency to confirm your address before signing up.
Does BBT offer payment arrangements?
Yes, we do! Just email csr@bigbend.com and we will email you a payment arrangement document to sign.
| How can I make a payment ? |
| Payments can be made by logging in to your online portal, using the pay by phone system by calling 844.592.4781, or mailing in a check/money order to 808 N 5th, Alpine, TX 79830. |
| How can I retrieve a copy of an invoice? |
Retrieving an invoice is simple through the online billing system. Visit Customer Center at bigbend.com or click here.
| How do I make changes to the authorized agents on my account? |
| Your account online has the ability to add and/or remove people currently authorized in the account. Click here to login. |
| How to change the billing address? |
Your account online has the ability to change billing addresses related to your account. For guidance and additional help call 800.592.4781
| Where can I see how fast my service is? |
| Select Customer Center at the top of bigbend.com and there is a link to the speed test. You can also click here or Download the Command IQ App located through your online billing portal to test your speed and gain access to your router. |
| How can I reset my password? |
| Through your online billing portal, enter username and then to click on forgot password, you then will receive an email to verify your email via a verification link. |
| Can I make payments on my e-bill account using my checking account? |
| At this time we only accept checks by mail or auto-pay via ACH. |
| Do you have a map that shows your Fiber areas? |
Our Fiber reach is always expanding! Please feel free to call our office at 800.592.4781 and we will verify your address for Fiber coverage.
Can I check my address online to see if Fiber service is available?
To ensure your specific address has access to Fiber services, we recommend you call our office at 800.592.4781 to verify coverage. If coverage isn’t currently available, we may be able to tell you when it will be available in the future.
Are there resources available to help me pay my monthly bill?
Yes! Both the FCC Affordable Connectivity Program and the Lifeline program are resources available to help those with income constraints pay their internet and/or phone bills. To learn more about the FCC ACP program, click here. For more information on the Lifeline program click here.
Do you offer a Vacation Rate for broadband services?
Yes, BBT offers different vacation rate plans based on your needs of service. Call our office at 800.592.4781 to find out more.
What is latency?
Latency is the short delay between when you take an action online (like clicking a link or pressing play) and when you see the response. It’s measured in milliseconds (ms). The lower the latency, the faster your online experience feels.
| How does latency affect my internet experience? |
Latency impacts how quickly your device communicates with online servers.
- Web browsing: Pages may take longer to start loading.
- Video calls: You might notice lag or people talking over each other.
- Online gaming: High latency causes “lag,” making games feel unresponsive.
- Streaming: Usually smooth, but live streams can fall behind real time.
| What’s the difference between latency and speed? |
Think of speed (bandwidth) as how much data can move at once — like the width of a pipe.
Latency is how fast data starts moving — like how quickly water begins to flow when you turn on the faucet.
You can have high speed but poor latency, meaning large downloads are fast, but real-time activities like gaming or Zoom calls feel slow.
| What is considered good latency? |
|
Here’s a general guide:
Lower latency equals smoother performance. |
| Why does latency matter? |
Low latency improves almost everything you do online:
- Web browsing: Pages load faster and respond instantly.
- Video calls & streaming: Real-time conversations stay in sync.
- Gaming: Quicker reactions and no lag.
- Cloud services: Faster collaboration in apps like Google Docs or remote desktops.
- Smart devices: Voice assistants, security cameras, and thermostats respond immediately.
| What is deprioritized bandwidth? |
| Deprioritized bandwidth happens when your data temporarily gets lower priority on the network — usually during busy times when many users are online. It can cause slower speeds or reduced performance until congestion clears. |
| Why does my internet sometimes slow down during peak hours? |
| That slowdown can occur when the network experiences congestion — similar to traffic on a highway. If your plan includes a data threshold or deprioritization policy, your connection may momentarily move to lower priority until demand drops. BBT does not deprioritize any plan, so you know you’re always getting the best speeds. |
| How long does deprioritization last? |
| It’s temporary. Once network congestion decreases, your speeds return to normal automatically. You’ll typically only notice it during high-traffic periods. |
| How can I improve latency and avoid slowdowns? |
- Use a wired connection for gaming or video calls when possible.
- Reduce the number of active devices during important activities.
- Choose a fiber connection for the lowest latency and most stable performance.
- If you experience consistent slowdowns, contact BBT Support — we’ll help ensure your plan and equipment are optimized.
How is internet speed measured?
Internet speed is measured in megabits per second (Mbps) — the rate at which data moves between your device and the internet.
- Download speed: How fast you receive data (streaming videos, loading web pages, receiving files).
- Upload speed: How fast you send data (posting photos, uploading files, joining video calls).
Both are important, but most activities rely more on download than upload speed.
What’s the difference between download and upload speed?
Think of it like this:
- Download is pulling data to you — watching a movie or opening an email.
- Upload is sending data from you — posting a photo, backing up to the cloud, or sending an email attachment.
When you run a speed test, you’ll usually see two numbers: one for download and one for upload. Both are measured in Mbps.
What does “asymmetrical internet” mean?
An asymmetrical internet plan means your download speed is faster than your upload speed.
This setup is common for residential use because most online activity (like streaming, web browsing, and app use) depends heavily on downloading data.
For example, a 300/30 Mbps plan means:
- 300 Mbps download speed (fast downloads, streaming, and browsing)
- 30 Mbps upload speed (enough for calls, file uploads, and light cloud use)
