FAQ - AlfordLink

AlfordLink runs on a data network, which is constructed of optical fibers instead of the more conventional copper wire or coaxial cable telecommunications systems. Optical fiber is a hair-thin strand of glass that is specially designed to transmit light impulses. One small fiber can carry multiple signals at once and the signal does not degrade over long distances. Unlike coaxial cable, performance is not affected by electrical interference or shared bandwidth. The fiber optic network provides high-speed access that runs at the speed of light.

Each year the use of the Internet for applications and services is increasing. As high-definition video, telemedicine, distance learning, telecommuting, and other applications continue to evolve, only fiber technology provides the bandwidth needed to carry reliably the heavy data load we expect to see. We’re excited that Alford can take advantage of this cutting-edge technology that can support our community in the future.

Whip City Fiber is the Internet service provider for AlfordLink, Whip City Fiber is an operating affiliate of Westfield Gas + Electric, a municipal utility based in Westfield, Massachusetts. AlfordLink has chosen to work with Whip City Fiber because, as a municipal utility, it is not driven to capturing high profit. Westfield Gas + Electric started a fiber ring over 20 years ago. In 2015 they launched Whip City Fiber to serve the customers of Westfield Gas + Electric. Its knowledge and experience with engineering and operating fiber optic facilities offers a benefit for Alford. Joining the Whip City Fiber network provides us access to its customer service and tech support and can spread any risk over a much larger customer base, that includes other towns using Whip City Fiber’s ISP service, benefiting our customers and keeping our costs low.

AlfordLink is high-speed Internet service delivered across a fiber optic network directly to your home. Our fiber optic technology provides upload and download speeds of up to 1 Gigabit per second—that’s 1,000 Mbps.

We are community-owned with a commitment to provide premium services to the residents of Alford. Our Gigabit service is the fastest in town and customer service is always on call. The revenues generated by AlfordLink are reinvested in Alford to benefit the entire community.

We are offering 1 Gigabit service, which is up to 1,000 Mbps upload and download speed. Actual speeds may vary due to a number of outside factors including the speed of your equipment and software. You will always get the best speeds when your computer or other device is using a hardwired connection.

Many subscribers are taking advantage of resources, which require higher speeds and bandwidth, including streaming services like Netflix, Hulu, Sling, Playstation Vue (see the Streaming page for more information) and Ultra High-definition television (UHD). AlfordLink provides the speed for customers to use these services and other Internet resources without glitches or buffering.

We are building a system that supports Gigabit bandwidth. Depending on many factors we expect you will receive up to 1,000 Mbps for upload and download. Your actual speed may be affected by the capability and age of your devices, the software you are using, the server operating on the site you are visiting, and the overall volume of Internet traffic at any given moment. Testing over a Wi-Fi connection will always be significantly slower and more susceptible to fluctuations than a hard-wired Ethernet connection. Performance is also dependent on customer equipment. We recommend that you consider installing Cat6 cable with an RJ45 jack for computers or other equipment where you want an optimal speed connection. When you are on the AlfordLink network you will be able to check your speed with a link found at the very top of the home page. The Whip City Tech Team is available at 833-WCF-HELP if you have concerns about the speeds you are getting.

This fiber optic network is designed with reliability in mind. AlfordLink employs a “passive optical network” or PON, which means there are a very limited number of components that could break in the path which provides your service. As with any outdoor facility in New England, we are at the mercy of Mother Nature. Fiber optic cabling is similar to any wire that is attached to a utility pole, and, subject to the same risks.

Service Drop and Inside Installation Connecting to the AlfordLink network requires installation of a service drop from the network facilities on the street to the exterior wall of the homeowner’s residence and installation of a Network Interface Device (NID), an Optical Network Terminal (ONT) and a router inside the residence. AlfordLink will supply service-drop cable and aerial support materials at no cost to the homeowner.

The homeowner will be responsible for service-drop labor costs, which will vary depending on the drop-cable length and the type of service drop: overhead (aerial), underground in existing conduit, underground in new conduit, or any combination of these. The homeowner may be billed for the labor costs based on field measurements documented by the installing contractor. AlfordLink owns and will maintain the service-drop cable, the NID, and the ONT. The Internet Service Provider (ISP), currently Whip City Fiber, owns the router.

Subscribers may use their own Wi-Fi router; however, AlfordLink recommends using the free Whip City Fiber router, which allows technicians to troubleshoot most network problems remotely, thereby avoiding the costs of a service call.

Internet Subscription AlfordLink Internet Service is available to Alford residents for $110.00/month. VoIP phone service is also available for an additional $12.95/month (plus fees and taxes). Such rates will be subject to periodic review and adjustment. Billing and customer service are handled by the ISP.

The subscriber may suspend Internet/VoIP services on a monthly basis provided the monthly Debt Retirement portion of the Internet service is paid. Such “Snowbird” service suspensions require a three-month minimum duration and may not exceed a six-month maximum. No service contract is required. However, if the subscriber cancels Internet service, the router and the Ooma phone, if provided by Whip City Fiber, must be returned at the customer’s expense. Upon cancellation of service, AlfordlLink may deactivate and remove the ONT, at its discretion.

If you are having problems with your AlfordLink service, please call the Whip City Tech Team at 833-WCF-HELP (833-923-4357). They will provide free support, adequate to solve most problems including help setting up video streaming. More complex issues may result in charges of $49.95/hour during normal business hours and $59.95/hour after hours.

There are no contracts for AlfordLink residential service because we’re confident we are providing a great service you’ll want to keep. However, if the subscriber cancels his or her subscription to AlfordLink, the ONT/Router must be returned at the customer’s expense. By subscribing for AlfordLink service the subscriber will be deemed to have accepted the AlfordLink Terms of Use.

Lifeline is a federal program that lowers the monthly cost of phone and internet for eligible low-income subscribers. Qualified customers will receive up to $9.25 applied directly towards their bill. You can use Lifeline for either phone or internet, but not both. FCC rules prohibit more than one Lifeline service per household.

You can sign up here.

To use this portal, you will need to be an active WCF customer. Otherwise, you can submit an application and choose to have the credit applied to your WCF service once you have been approved.

You can apply here if you are not a WCF customer yet.

It’s easy! For Alford homeowners with a Property Access Form (PAF) on file with the Alford MLP, you can complete an online application at AlfordLink.com. In the application you can select service drop with, or without, AlfordLink internet service. Alternatively, you may call 833-WCF-HELP (833-923-2255) and one of our Customer Service Representatives will answer any questions you have and complete your application over the phone.

Note: If the online system does not recognize your address you will be instructed to download and submit the Property Access Form to the Alford MLP. Once that is complete and accepted by the Alford MLP, you may continue the application process.

A Customer Service Representative (CSR) from Whip City Fiber will contact you by telephone and will also send you an email. The CSR is prepared to answer your questions and will explain the process. The first step is to install an external Service Drop Cable to your home. Some homes in Alford require a simple overhead connection similar to the existing telephone or electrical power cable installation. Other homes will use an existing conduit already in the ground and yet others will require the installation of new conduit. Subscribers will be provided a cost estimate requiring your approval before any work is scheduled. Some installation may require the CSR to schedule an in-person meeting to evaluate and estimate the cost for your installation. If the customer also chooses to subscribe to AlfordLink Internet service, then the CSR will discuss arranging an inside install and activation of an AlfordLink Internet subscription.

No. This is a violation of the AlfordLink terms of use. However, we certainly hope you’ll encourage them to sign up for their own service!

Many customers plan to use Whip City Fiber to stream video on their television. There are a number of devices, including Roku, Apple TV, Google Chromecast, Amazon FireStick, that enable you to watch TV and movies over the internet. Visit the Streaming Page for additional information on these devices and services.

Yes, we will need to have access to the inside of your home to install fiber. We will offer various times for appointments to accommodate the time that works best for you or your representative.

The first step is to install a Service Drop Cable to your home. Subscribers will be provided a rough order of magnitude estimate at the time of subscription, or if your installation is more complicated the Customer Service Representative will schedule an in-person meeting to evaluate and estimate the cost for your installation. During this initial construction period only, the Alford MLP will supply and pay for the service drop cable materials at no cost to the homeowner and offer a $200.00 credit toward the final installation labor costs. Individual subscriber service drop labor costs will vary depending on how long the drop cable is and whether the service is overhead (aerial), underground in existing conduit or requires a new conduit or any combination of these.

Some Alford properties may have what is known as ‘direct buried’ power and/or telephone. Unfortunately, direct burial does not allow for re-use and the AlfordLink project will not install any fiber service drops using direct buried methods where the cable is just placed directly in the ground without a conduit or duct approved for the purpose. If there is no existing telephone conduit, and the customer wants an underground service drop, a new conduit will need to be installed. For most situations, the AlfordLink project intends to use what is known as “micro-duct” which is “plowed” in using a special micro-trenching equipment that buries the new continuous, flexible duct approximately 12” below the ground. This installation method causes minimal disruption to the existing lawn. A new micro-duct with fiber will cost approximately $4.75 per foot. If the customer has an existing telephone conduit that could be used to install a new fiber service drop, he or she may want to have the conduit evaluated by an electrician in advance of the AlfordLink service drop crew’s arrival on site. Very long or very old underground conduits can become damaged or filled with sediment and other obstructions. The customer’s electrician should verify that the conduit is not blocked and that it is large enough to accept a second cable. If the conduit is blocked, it may or may not be repairable for AlfordLink’s use. Trying to repair a blocked or collapsed conduit can be worthwhile but it can also prove to be a waste of time and money, particularly if there are multiple locations that need repairs. Determining this with an installation crew on site can get quite expensive. Finding out if there are problems, and getting them repaired, in advance would be money well spent. The optimal situation is to have the existing conduit (that has been evaluated and determined to be large enough) “fished” with a pull line installed for use by the AlfordLink drop crew. A good electrician will know what is needed to provide this.

If your electric service is already overhead, there will be no need to touch your lawn. If your service is underground and new conduit is needed, we’ll use a minimally invasive process to bring the wire from the street to the house. If we do have to dig for whatever reason, we stand behind our restoration work.

During this initial construction period, the Alford MLP will provide a “Standard Inside Install” including all the equipment needed to connect to the Internet. The “Standard Inside Install” includes a new Wi-Fi router and up to 50’ of network wire to a first-floor location in your home. The in-home equipment and installation is valued at $375.00. Other custom locations for the router will be allowed at the owner’s expense. Such additional costs will be billed in the first monthly installment.

Note: Subscribers may choose to provide their own Wi-Fi router, however, we recommend subscribers take advantage of the free Whip City Fiber Router, which allows technicians to remotely and more efficiently troubleshoot most network problems.

If you have an existing Internet router we suggest that as the location of the new router. Generally, this is a basement or first floor location. Before installation, our customer service representative will make arrangements with you if you prefer a different location or if you would like additional wires to be run within your residence or business. A custom install will incur additional charges.

Most likely. These holes are typically 1/2” or less in diameter. We will work with you to minimize the need for drilling and coordinate an agreed upon route prior to beginning our work.

Yes. However, AlfordLink recommends using the Whip City Fiber router. By using the Whip City Fiber router, you will increase the ability of technicians to offer technical service.

There may be some setting changes needed to configure the service. In most circumstances, we will be able to do what it takes to get you running, at no cost. If you have a unique situation, there may be additional service charges. We will always support AlfordLink equipment at no charge.

We are committed to providing prompt and thorough response to subscriber inquiries concerning your new high-speed Internet service. You can contact us any time at Customer Service: alford@whipcityfiber.com/833-WCF-CALL (833-923-2255) or Tech Support: alfordtech@whipcityfiber.com/833-WCF-HELP (833-923-4357).

We’re here 24/7! The Whip City Tech Team at 833-WCF-HELP (833-923-4357) is the front line whether you need support or service. Phone support is available from 7 am-8 pm Monday-Saturday at the same number. We may dispatch a technician if we are unable to resolve your internet connection remotely. Please remember there is a difference between network issues and issues with your home systems. The Whip City Tech Team will help you with this.

VOIP stands for Voice Over Internet Protocol. This means that your phone signal and service are provided over the fiber network and internet rather than over the copper wires many of us grew up with. If you have ever used Zoom or Skype you have used this type of voice service.

In many parts of Western Mass, the landline provider has chosen not to continue support for the copper based service. With fiber optic internet, you have the option to add VOIP phone service to your account.

The VOIP service travels across the fiber optic network to the internet rather than over copper lines. This provides reliable and low-cost service with many bells and whistles including:

• You can keep your previous phone number or get a new one.

• Unlimited local and long distance including service to Mexico and Canada.

• Block pesky telemarketing calls and you can block other unwanted calls as well.

• Call forwarding

• Voicemail-to-email

• Caller ID

• Much, much more!

Premier phone service works best with cordless phones that have a main base station and additional units to place around the home. You will have the best performance if the phones are a newer model (less than 5 years old). In our experience, older phones may experience distortion, echos, and feedback which are alleviated by using a newer model.

Our technicians will not tie the Telo into any previous wiring in your home. For best performance, we recommend using phones with a main base handset with additional units (less than 5 years old).

Our technicians will work with you to transfer or "port" your phone number to our service. During this time, a temporary number will show up as your caller ID when you make outgoing calls. Your phone will remain connected to the original landline while your number is being ported.

• Please DO NOT cancel your previous phone service until you are certain that your number has successfully ported or you will lose your phone number.

• During this period it is VERY IMPORTANT that you watch your email for confirmation that the porting is complete or communications about any possible issues which need to be resolved.

• If you have a second stand-alone phone, you may want to plug it into the Telo device right away. When porting is complete, your calls will ring on that phone and you won't miss any incoming calls.

• When you receive an email confirming that your number has ported, your phone base will need to be plugged into your newly installed Telo device for you to receive calls.

• You can always reach out to the Whip City Tech Team for assistance at 413-485-1204.

Our VOIP system is not designed to work with medical devices. We encourage you to discuss other options with your provider.

You should discuss your alarm system with your alarm system company. Our VOIP system is not designed to work with these systems and Whip City Fiber is not able to support any alarm system issues.

There are two important things to know about 911 service with your VOIP service.

• You will register the 911 address when the device is installed. If you ever move the device to another address it is CRITICAL that you update the address for emergency response.

• If the power or internet is out, you will lose all phone function INCLUDING 911. Please review the information under Outages to make sure you are prepared.

Your internet service needs the fiber network and electricity to work. Your town's network has invested in a back up generator to keep the internet working even if power is out in town but you will still need a source of power at your home to use your internet and phone service including 911.

There are three devices which will all need power to keep things working during an outage:

• The ONT (generally in the basement)

• The router (often on the first floor)

• The Telo device and your phones

You should plan for these devices to be on a circuit which is served by your generator or power them each with a battery back up or uninterrupted power source (UPS) available online or at local big box stores.

In the event that the internet is down (either the drop to your home or a larger scale outage), you will not have phone or 911 service until it is restored.

Ideally, once power is restored, your internet service will come back up on its own. If not, there are a few things you can check.

• First, it may be that the fiber network has been damaged, either in your town or at your home. If we are aware of the outage, we do our best to post a banner at www.whipcityfiber.com on the homepage for your town.

• If there is damage at your home, please contact us at 413-485-1204 to report the issue.

• Please check that any power strips or GFCI outlets for your devices have been reset after your power outage.

• To get your service up and running, you may need to refresh the devices in your home. We recommend you begin by unplugging power from all devices and then powering them up in this order:

  • Starting with the ONT (white device, generally in the basement), leave unplugged for 60 seconds, then plug it back in.

  • Next, plug in your router (black device, generally on the first floor).

  • Finally, if you have VOIP phone service, plug in the Telo device (with the flower light). You may need to do the same with your phones as well.

You may want to check out our Help Center for additional information.

As always, we welcome your call to the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.

The reliability of VOIP services is dependent on a number of factors. No system is 100% reliable, due to planned provider service outages, weather, traffic accidents, etc. Power and internet access are both necessary for the phone to work. If power is out and you do not have a generator or other sufficient back up power, internet and phone service will not operate until the power is restored.

You could save hundreds of dollars a year by transitioning from pay TV to online streaming video. This flier will help you get started: Cutting the Cord: How to Stream Video with AlfordLink

AlfordLink provides internet service. We do not provide television programming, but we offer access to all streaming service providers. Many customers will subscribe to one or more streaming services (Netflix, AmazonPrime, SlingTV, YoutubeTV) for watching TV, movies, and sports over the Internet. If you need help with getting set up to watch TV and movies over the internet with AlfordLink, give the Whip City Tech Team a call at 833-WCF-HELP (833-923-4357).

Some customers will choose to keep their satellite TV provider while others may decide to try “cutting the cord”. Additional TV programming and movies are readily available from streaming services including Amazon, Hulu, and Netflix. Please visit the Streaming page at our website for additional information about these services.

With no paper bills, the customer portal is an easy and convenient way to manage your account online. With your first bill, you will receive an email to access your account portal. Here you can view and download bills, make a one-time-payment, or setup autopay, all in the comfort of your home. Watch our video to get you started!

You may choose to keep your landline with your current provider. AlfordLink is also pleased to offer Premier Phone Service for $12.95 a month (+ taxes and fees). If you choose to take advantage of the Premier Phone Service, you will not have to change your phone number. The Whip City Fiber Customer Service Representative will be happy to explain this process.

If you use a web-based email provider, like Gmail, Outlook, or Yahoo, there is no need to make a change. Access to your email will not change. If your email is hosted through your previous internet service provider, you will want to check the policy for continuing access. You may review this document for additional information about switching or transferring email addresses.

Internet service may be suspended by contacting the Whip City Fiber Customer Service Representative; however, you will still receive a reduced monthly bill for repayment of debt service. The construction of the AlfordLink network, unlike a commercial network, was made possible through town borrowing and repayment of this debt is part of all subscribers’ costs.

You can cancel your service (but we hope you won't!) with a simple phone call to 833-WCF-CALL (833-923-2255). For most customers, we recommend keeping the equipment at your home. If you choose to return the equipment, you can mail it back to us. Please fill out the Equipment Return form and include it in your shipment.

Our goal is excellent and reliable service but sometimes Mother Nature has other ideas. Any time your service is not working, for quickest response, we ask that you contact the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day. Outages and other technical issues will be addressed most quickly when sent to the Tech Team and not Customer Service which does not have 24 hour coverage.

If there is a simultaneous power outage in your area, our technicians have to wait until that is resolved before we can address any internet outage. Rest assured that our teams are keeping tabs on the activity in the area and will respond as soon as it is safe. If it is only an internet issue, then our teams will address this in the office and in the field. We will do our best to provide updates to customers as we learn more information. When service has been restored, we know that some customer's service won't come back up on it's own. If you believe that an outage has been resolved but you are still having problems, we ask that you contact the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.

Ideally, once power is restored, your internet service will come back up on its own. If not, there are a few things you can check.

• First, it may be that the fiber network has been damaged, either in your town or at your home. If we are aware of the outage, we do our best to post a banner at www.whipcityfiber.com on the homepage for your town.

• If there is damage at your home, please contact us at 413-485-1204 to report the issue.

• Please check that any power strips or GFCI outlets for your devices have been reset after your power outage.

• To get your service up and running, you may need to refresh the devices in your home. We recommend you begin by unplugging power from all devices and then powering them up in this order:

  • Starting with the ONT (white device, generally in the basement), leave unplugged for 60 seconds, then plug it back in.

  • Next, plug in your router (black device, generally on the first floor).

  • Finally, if you have VOIP phone service, plug in the Telo device (with the flower light). You may need to do the same with your phones as well.

You may want to check out our Help Center for additional information.

As always, we welcome your call to the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.

First, we always want you to assume that a downed "wire" is dangerous. What you think is a fiber drop could be a hazardous electrical line so please stay away. For quickest response, please report your downed drop to the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.

Your phone from Whip City Fiber runs over the internet. If internet access is interrupted, your Voice-Over-IP-Phone (Ooma) will not work. If only the power is out and you can provide generator power or an uninterrupted power source (UPS) to the ONT, router, and Telo device then your phone will continue to work. We know that there is limited cell service in many hilltowns so we encourage you to plan for this limitation of your VOIP phone service.

Ideally, when there is an interruption of service it is brief. We are not able to offer a credit or refund for when your service is out because your network belongs to you and the taxpayers in your town. Offering a credit to customers would impair the town's ability to fund the debt on the project.

If you plan ahead, an Uninterrupted Power Supply (UPS) can be a temporary solution to keep your service working during a power outage. Customers can purchase a UPS battery online or at retail stores where other computer/office supplies are sold. When looking for the right UPS for you, it's important to note that both the ONT and router will need to be powered by a UPS to continue service. In addition, if you are a VOIP phone customer, your Telo device and your phone base(s) will also need to be connected to power to maintain service during a power outage.

You can learn more about UPS batteries here.