Help Center

Everybody wants to take full advantage of Whip City Fiber’s 1 gigabit (1,000 Mbps) service. Here are some tips so you can get the best performance from your devices.

Internet + Router

Troubleshooting your wireless network connection.

If you're experiencing a drop in connection, the first place to check is your router. Here is Danny to show you some common issue that may occur and what you can do to fix it. Follow along with the Smart RG router diagram.

We're here to help! After trying these simple tips, if your wifi is still not working, please call us at 413-485-1204.

When there's an outage…

Here is what you need to know.

Your internet service needs the fiber network and electricity to work. While Whip City Fiber has backup power for network equipment, in case of an outage, you will need a source of power at your home to use your internet and phone service INCLUDING 911 (if applicable).

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 (if applicable)

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

Frequently Asked Questions
Troubleshooting Tips

Download this document and keep it handy.

Remember that your router is on 24 hours a day, 7 days a week. Sometimes, especially if there have been power issues, it may need a reset.

View + Pay Bills Online

An easy and convenient way to pay online.

Pay online in the comfort of your home. Manage your WG+E and WCF accounts, make one-time-payments, sign up for autopay, and go paperless all with a click of the mouse. Here's Alina to get you started!

Streaming + Devices + Smart TVs

Try these resources to help resolve your streaming issue:

Streaming Services

Streaming Devices

Smart TVs

How can I get the best speeds from Whip City Fiber?

Here are the top two factors which determine how fast your internet experience will be:

1. Hard-Wired vs. Wireless Connection – Hard-wired speed will always be faster because you are connected directly to your internet access. A wireless (WiFi) connection is automatically slower and also may allow for interference. 

2. The Age of your Device or Computer – Older computers and devices do not have the internal hardware to support the maximum speeds offered by Whip City Fiber. This doesn't mean you have to replace your device but you will be limited to the top speed your device can handle.
Premier Phone

Customize your phone to work for you.

Ooma Premier is a collection of advanced calling features that have been designed to enhance the capabilities of your home phone. With over 25 premium features and more rolling out every day, there's something for everyone!

Get step-by-step instructions to customize your phone

Quick reference for what all the lights mean

Ooma-telo shortcut guide

Meet the Whip City Tech Team!

We're here to help!

The Whip City Tech Team at 413-485-1204 is our front line whether you need support or service. Our local team is available from 7 am-8 pm Monday-Saturday and additional phone support is always available at the same number. We will dispatch a technician anytime we cannot fix a problem remotely. The Whip City Tech Team is a great free resource for support on all tech issues including setting up devices and streaming video.