Support

Welcome to Whip City Fiber

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We are committed to providing the best service for your new high-speed internet service. If you have any questions you can contact us any time at Customer Service: customerservice@whipcityfiber.com/413-572-0100 or Tech Support: techsupport@whipcityfiber.com/413-485-1204.

General

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 ten times faster than the best residential service currently available. Whip City Fiber is powered by Westfield Gas + Electric.

Whip City Fiber is 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.

Starting over 20 years ago, WG+E built and expanded a fiber network in Westfield for our internal communication needs. Up until now, it has been used to offer communication services to Westfield businesses and municipal departments. In the fall of 2015 we ran a successful pilot of Whip City Fiber to bring service to our residential and commercial customers. You can check your address at whipcityfiber.com to see if Whip City Fiber is currently available in your area.

Have you seen the internet? It has many amazing and wonderful resources and has created an ever-increasing demand for quality high-speed access. Fiber optic service can provide the bandwidth that growing business and personal internet use will require. With most of the infrastructure already in place, it makes sense to use our resources to bring Whip City Fiber to additional customers in Westfield.

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. As your local utility, we're excited to bring Westfield the cutting-edge access which can support our community in the future.

We are a community-owned company with a commitment to provide premium services to our customers and neighbors. Our Gigabit service is the fastest in town and our local customer service is always on call. The revenues generated by Whip City Fiber are reinvested locally to benefit the entire community .

It’s easy! If service is offered in your area, you can complete an application online. Or call 413-572-0100 and one of our customer service representatives can answer any questions you have and complete your application over the phone. If you are not in an area which is currently accepting applications, please let us know you're interested by submitting your information through our website. When service is available in your area we'll let you know!

Speed

We are offering service at 1 Gigabit per second (Gbps) 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 customers are taking advantage of resources which require higher speeds and bandwidth, including streaming services (Netflix, Hulu, Sling, Playstation Vue) and Ultra High-definition television (UHD). Whip City Fiber provides the speed for customers to use these services and other internet resources with out glitches or buffering.

A Wi-Fi router is included with residential service to provide Whip City Fiber to tablets, phones, gaming systems, and other devices in your home.

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 of the site you are visiting, and the overall volume of internet traffic at any given moment.

When you are on the Whip City Fiber network you will be able to check your speed with the speed test located in the very top menu. The Whip City Tech Team is available at 413-485-1204 if you have concerns about the speeds you are getting.

Cost

We are pleased to offer community-minded pricing with exceptional speed and reliable service. Whip City Fiber 1 Gigabit service–up to 1,000 Mbps upload and download–is available at $69.95/month for residential service which includes Wi-Fi and free standard installation.

Business service is available at two levels. A 3-year contract is $84.95/month or $89.95/month with Wi-Fi. A 2-year contract is $99.95/month or $104.95/month with Wi-Fi. Standard installation is free with both contracts. Custom Installation: $79.95/hr + materials Commercial and Industrial Installation: Please contact us for an estimate at 413-572-0100.

Westfield Gas + Electric is Westfield's locally-owned utility and we are powering Whip City Fiber. While investor-owned companies have to make a profit to return to investors, we reinvest our revenues in the community and infrastructure which helps us keep our prices low.

Standard service from Whip City Fiber will provide your internet modem and wireless router at no additional cost.

There are no contracts for Whip City Fiber residential service because we are providing a great service you'll want to keep. Business contracts are available for either two or three years.

There is no charge for standard installation which includes a first floor or basement connection at your home. Business service will be run into the central communication location (in most cases). Custom installations will incur additional charges at the rate of $79.95/hour + materials.

If you are having problems with your Whip City Fiber service, please call the Whip City Tech Team at 413-485-1204. They provide free support solving most problems including transferring email or setting up video streaming. More complex issues may result in charges of $49.95/hour during business hours and $59.95/hour after hours.

Customers receive one Optical Network Terminal (ONT) [like a cable modem] 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.

No. This is a violation of the acceptable terms of use. But we certainly hope you'll encourage them to sign up for their own service!

You can cancel your service (but we hope you won't!) with a simple phone call to 413-572-0100. You will need to return all Whip City Fiber equipment to our office at 100 Elm Street.

Technical

We’re here 24/7! 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-6 pm Monday-Saturday and additional phone support is always available at the same number. We can always dispatch a technician anytime we cannot fix a problem remotely. The Whip City Tech Team is a great free resource for support on tech issues including setting up devices, transferring email, and streaming video.

This fiber optic network is designed with reliability in mind. Whip City Fiber 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’s run on a utility pole, and subject some risks. If there is a problem, Whip City Fiber has dedicated teams to work on repairs. Our goal is 99.99% uptime.

There may be some settings 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 Whip City Fiber equipment at no charge.

We will run fiber to the location that’s closest to your existing internet modem. Generally this is a basement or first floor location. Before installation, please let our schedulers know if you prefer a different location or if you would like additional wires run within your residence or business. A custom install will require an additional charge.

Many customers plan to use Whip City Fiber to set up streaming video on their television. There are a number of devices, including Roku, Apple TV, Google Chromecast, Amazon FireStick that can allow you to watch TV and movies over the internet. Our installers can help you get set up when they are at your appointment. You can also call the Whip City Tech Team at 413-485-1204 for free additional support with setting up your devices.

Construction

About two to three weeks from the time we receive your application, depending upon the complexity, and if there is fiber at the residence or business. If we have to run the fiber underground, we have to wait until the Dig-Safe clears (about a week), then schedule a crew to run the line. If it’s overhead, we can typically do it in about a week. Once the facilities are at your house, a standard installation averages about 3 hours.

Our customer service clerks will schedule an install technician to come to your house to install the fiber modem and check the connections at your convenience. Depending upon the workload, within a week.

If your electric service is already overhead, they’ll be no need to touch your lawn. If your service is underground, 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. All work is guaranteed.

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.

Yes, you will able to paint the cable. If the cable is damaged after our install is complete, the customer will be responsible for charges that may occur. In the event the cable comes loose or damaged, please contact us.

Most likely. These holes are typically ½” or less. We will work with you to minimize the need for drilling, and coordinate an agreed upon route prior to beginning our work.

Yes. The cable will remain. In the event that you discontinue service with Whip City Fiber, those facilities will be deactivated but remain intact. If you wish to resume service, the cable will be tested and reactivated.

Equipment

An Optical Network Terminal (ONT) device is required and will be provided by Whip City Fiber. It is much like a phone or cable modem, and requires a fiber optic interface vs. a coaxial cable connection.

An ONT is a media converter installed by Whip City Fiber that converts fiber optic light signals to copper/electric signals. It provides the medium for devices in your home to communicate to the Whip City Fiber network and out to the internet.

Our Wi-Fi enabled ONT includes Wi-Fi and will support up to 4 wired connections and Wi-Fi. Our standard ONT will support one wired connection and is compatible with existing wired or wireless routers. Both devices are supported and managed by Whip City Fiber.

The standard ONT is included with the service at no charge.

A standard Wi-Fi enabled router is included at no charge.

The device and system operate on protocols proprietary of Whip City Fiber and necessary for service. It is not available at retail outlets.

Services

Some customers will choose to keep their cable or satellite TV provider while others may decide to try "cutting the cord". These days it is possible to get HD broadcasts of local networks with the use of an HD antenna. Additional TV programming and movies are readily available from streaming services including Amazon, Hulu, and Netflix. The Whip City Tech Team is available to help with setting up your devices with antennas and streaming services at 413-485-1204.

You may choose to keep your landline with your current provider. Whip City Fiber is also pleased to be offering phone service in the first quarter of 2017 . Contact our customer service department at 413-572-0100 for additional information.

Whip City Fiber provides internet service. We do not provide television programming but we offer amazing access to all streaming service providers. Many customers access local TV with a HD antenna and then subscribe to one or more streaming services (Netflix, AmazonPrime, SlingTV) for additional entertainment content. And what if you want to watch the Red Sox and Bruins? New England rejoiced when NESN became available on Playstation Vue in the fall of 2016.

If you need help with an HD antenna or getting set up to watch TV and movies over the internet with Whip City Fiber, give the Whip City Tech Team a call at 413-485-1204.

If you decide to "cut the cord," you can get local television channels over the air with an HD digital antenna. Signal strength may vary depending on your home location. You can check your potential signal strength and channels at www.antennaweb.org by inputting your address information. Antennas range in price from $10 to $150, depending upon what channels you hope to get and how far away the stations are. You can purchase them at department stores or online, or for a small charge, the Whip City Tech Team can install one at your home.

If you use a streaming service, like Netflix or Hulu, there’s no need to DVR; you watch your shows whenever you choose. If you want to DVR over-the-air broadcasts, you will need to purchase a digital video recorder that can be used with over-the-air television antennas.

Whip City Fiber will be providing phone service in the first quarter of 2017. If you are interested, please contact customer service at 413-572-0100.

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 their policy for continuing access. Comcast's website indicates that as long as you log into your account before you cancel service and then log in at least once every nine months you can keep your email address with them.

You may review the document below for additional information about switching or transferring email addresses. Also, as part of your Whip City Fiber service, you may request five free email accounts (your address@wcfmail.com) from techsupport@whipcityfiber.com.

https://prismic-io.s3.amazonaws.com/whipcityfiber%2F4fb9f870-9dda-4364-928e-c10cb950f9ba_emailtransferart.pdf

Security

We offer TrendMicro internet security coverage for up to three devices, free with your service. Please contact techsupport@whipcityfiber.com for more information.