Check out these frequently asked questions. If you can’t find what you’re looking for or need to speak with a human, we’re here to help at 413-485-1251.
Whip City Fiber is high-speed internet service delivered across a fiber optic network directly to your home or business. Our fiber optic technology provides upload and download speeds of up to 1 Gigabit per second—that’s 1,000 Mbps, ten times faster than the best residential service currently available. Whip City Fiber is powered by Westfield Gas + Electric.
Southwick broadband is a fiber-optic network being built to provide high-speed internet service to homes and businesses in town. Because the network is owned by the town, the community—not a private company—owns the infrastructure.
Whip City Fiber is contracted to handle the network construction, customer service, technical support, and billing for the town. The goal is to provide residents and businesses with a fast, local, reliable internet option, generating revenue for Southwick to reinvest in the community.
Whip City Fiber runs on a data network which is constructed of optical fibers instead of the traditional copper wire or coaxial cable. Optical fiber is a hair-thin piece 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 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 to carry the heavy data load we expect to see. We're excited that our town can take advantage of this cutting-edge access which will support our community into the future.
The three pilot areas in Southwick are currently in the preparation stage, as other utilities complete the necessary "make-ready" work. Network construction is expected to begin in Summer/Fall of 2027, with service available to homes and businesses in the initial service areas by the end of 2027.
Pending a successful pilot project, any future construction will be decided by the town.
It’s easy! Complete and application online or call 413-485-1251 and one of our customer service representatives can answer any questions you have and complete your application over the phone. When service is available in your area, will contact you to schedule an appointment.
At this time, Southwick has chosen to only focus on overhead construction in the pilot area due to the significantly higher cost of underground construction.
As a result, properties with underground utilities in the pilot area will not be included in this initial phase. Pending a successful pilot project, any future construction will be decided by the town.
Southwick's gigabit internet is available at $89.99 per month for residential service which includes free equipment, WiFi and standard installation.
There are no contracts for residential service because we are providing a great service which we believe you'll want to keep.
There is no charge for standard installation which includes a first floor or basement connection at your home. Custom installations will incur additional charges.
If you are having problems with your internet service, please call the Whip City Tech Team at 413-485-1204. They will provide free 24-hour phone support. If we cannot fix a problem remotely, we will send a technician although some visits may incur an additional charge. We always support Whip City Fiber equipment at no charge.
Customers receive the Optical Network Terminal (ONT) [like a cable modem] and Wi-Fi router at no charge with each account. Authorized account users that are living in the same residence and their guests will be able to connect multiple devices to the service.
You can cancel your service (but we hope you won't!) with a simple phone call to 413-485-1251. For most customers, we recommend keeping the equipment at your home, unless you have our Mesh System. If you choose to return the equipment, you can mail it back to us at 40 Turnpike Industrial Rd, Westfield, MA 01085. Please fill out the Equipment Return form and include it in your shipment.
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 factors including the age and speed of your equipment and which software and websites you are using. You will always get the best speeds when your computer or other device is using a hardwired connection.
Many customers are taking advantage of resources which require higher speeds and bandwidth, including streaming services (Netflix, YoutubeTV, Hulu, and Sling), video calls, and Ultra High-definition television (UHD). Whip City Fiber provides the speed for customers to use these services and other internet resources without glitches or buffering.
A Wi-Fi router is included with residential service to provide wireless access to tablets, phones, gaming systems, and other devices in your home. You should expect speeds over a wireless connection to be approximately half of the wired speed.
We are building a system that supports gigabit bandwidth. We expect you will receive up-to 1,000 Mbps for both upload and download. A wired speed test should be around 960 Mbps and a wireless test, approximately 440 Mbps. Your actual speed will be affected by the age and speed of your devices, the software you are using, the server of the site you are visiting, and the overall volume of internet traffic at any given moment.
The Whip City Tech Team is available at 413-485-1204 if you have any concerns about the speeds you are getting.
VOIP phone service is available as an add-on to your internet service for $19.99 per month, plus taxes and fees.
If you're looking for phone service without internet, phone-only service is $49.99 per month, plus taxes and fees.
VOIP stands for Voice Over Internet Protocol. This means that your phone signal and service are provided over the 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 rather than the 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 newer model (less than 10 years old).
Yes. 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 for your caller ID when you make outgoing calls, while your original number will still direct incoming calls to your new Telo. When the porting is complete, you will receive an email.
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.
1. 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.
2. If the power or internet is out, you will lose all phone function INCLUDING 911. Please review the information under "What happens during an outage?" 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 battery back ups (available online or at local big box stores).
In the event that the internet is down (either the drop at your home or a larger scale outage), you will not have phone or 911 service until it is restored.
Whip City Fiber provides the all equipment you will need for service. You will receive an Optical Network Terminal (ONT) device which is a fiber optic modem and a router which will provide connection and Wi-Fi for your home and devices. Both devices are provided at no charge and are supported and managed by Whip City Fiber.
You may provide your own router, however, the Whip City Fiber router is provided at no charge so using your own router will not decrease your monthly bill.
Similar to a modem, there is an Optical Network Terminal (ONT), which is usually installed in the basement and converts fiber optic light signals for use in your home.
