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. 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. 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.
Sometimes, once the main service issue is resolved, customer equipment may not reset itself properly. In this case, you can try to power cycle your equipment. If you have phone service, start by unplugging the power cord of the Telo from the wall. Do not disconnect the ethernet cables. Then you should unplug the power from the ONT (the white box with Nokia on the front, generally installed in the basement), wait 30 seconds and plug it back in. Move on to the router (the black box with SmartRG on it, generally on the first floor) and do the same. Once the router has come back up, wait two minutes and plug the Telo back into the power outlet. If your service continues to have issues, we invite you to contact the Whip City Tech Team at 413-485-1204. 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. 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.
As of January 1, 2021, new customers will be responsible for all installation charges as the town subsidy has expired with the completion of construction. Installation costs are based on labor and materials required. Additionally, an activation fee of $99 will be added to your first bill will apply to new or reactivating customers.
Wendell NET is the name of the MLP (Municipal Light Plant) created by the town of Wendell to build and operate a fiber optic broadband network within the town. Final authority for construction and operation of the network resides with a 3 person MLP Board (currently consisting of our 3 Selectboard members). The MLP Board is advised by a 6 person broadband committee. Day to day decisions are made by the MLP manager appointed by the MLP Board.
Whip City Fiber is the internet service provider (ISP) chosen by Wendell NET to be the interface between our network and the broader internet. From their service center in Westfield MA, they will be in charge of managing the technical aspects of our network, provide a 24hr customer service hotline and handle all billing on our behalf. Wendell chose Whip City Fiber because of our history of working with them over the last several years on network design and construction. Additionally, as a municipal utility, they are not primarily a profit driven entity.
Wendell NET runs on a data network 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.
Fiber optic high-speed internet does not suffer from the same latency and weather related issues which may impact the speed and reliability of satellite internet. There are also no data caps for fiber optic high-speed internet.
It’s easy! Complete an application online or call 1-833-WCF-CALL (1-833-923-2255) and a customer service representative can answer any questions you have and complete your application over the phone. When installation appointments are available, the customer service team will contact you to schedule an appointment.
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 take advantage of resources that require higher speeds and bandwidth, including streaming services (Netflix, Hulu, Sling, YouTube TV, Amazon Prime Video), video calls, and ultra-high-definition (UHD) television. 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 that of the wired speed.
Since not every household wishes to have Wi-Fi in their home, you have the option after install to turn off your router and receive your internet connection directly by plugging in your device rather than receiving a signal over Wi-Fi. Additionally, it is possible to install multiple hardwired connections throughout your home. Wi-Fi installation on the first floor is free with standard installation, so if you would like a specialized connection to multiple locations, you will need to schedule an additional appointment and absorb any additional costs.
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. As usage increases, we can add more capacity without having to run new cables.
When you are connected to Wendell NET you will be able to check your speed with the speed test located in the very top menu on the homepage. The Whip City Tech Team is available at 1-833-WCF-HELP (1-833-923-4357) if you have any concerns about the speeds you are getting.
In addition to installation costs that vary per residence, Wendell NET internet service is available at $99/month for residential or small business service which includes equipment and Wi-Fi router.
There are no contracts for Wendell NET residential service because we are providing a great service that we believe you’ll want to keep.
The cost for the physical connection from the road to the house, called a “drop,” depends on many factors.
Drop connections that are further from the road, involving additional poles, and/or involving underground service may incur additional out-of-pocket costs. Your installer will work with you to identify the most cost-effective solution, and you will receive a reasonably accurate estimate in advance of any installation work. We can also provide more information about your specific installation to help with planning.
Standard interior installation includes the connection from the Network Interface Device on the outside of the home to the Optical Network Terminal located inside (typically in the basement near the utility panel) plus an Ethernet connection up to 50 ft to the Wi-Fi router, located on the first floor in a central location. The equipment and router are included.
Let your customer service representative or installer know if you want to discuss other options. Alternate arrangements or additional home wiring can be arranged, but may incur additional costs, which will be the responsibility of the customer. If you want a specialized connection, you will need to absorb any additional costs incurred.
New customers who sign up after network construction is complete (January 1, 2021) will be responsible for the entire installation cost. This cost may be somewhat higher than during the initial construction period due to additional mobilization costs.
Beyond the cost for your drop, Wendell NET charges a one-time $99 activation fee to start a new account.
If you are having problems with your Whip City Fiber service, please call the Whip City Tech Team at 1-833-WCF-HELP (1-833-923-4357). They will provide free phone support. More complex issues which require a visit and may result in additional charges. 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 although the equipment is owned by Whip City. Authorized account users that are living in the same residence and their guests will be able to connect multiple devices to the service.
We certainly hope you’ll encourage your neighbors to sign up for their own service because sharing Wi-Fi outside of your household is a violation of the acceptable terms of use.
The person who signs up should be the one who is going to be billed for the monthly service (this is usually the renter unless the landlord is going to include the price of Internet in the rent or the unit is currently empty).
On the application you should indicate that you are a renter and include your landlord’s contact information in the appropriate fields. Your landlord will be contacted for the necessary installation permissions. The homeowner (landlord) MUST be present on installation day since both the outside and inside installation involves work on the property and changes to the wiring and drilling through walls or floors. Thus, installation can only be approved by the property owner.
If the property owner can’t be present on installation day, s/he can appoint someone who will be on site on installation day and be authorized to make decisions about the installation and pay for any upgrades. We encourage all renters and homeowners to discuss installation details and ongoing service before sign up.
You will be issued electronic invoices to the email address you provide. You must provide an email address to sign up for service and you will be paying your bill electronically. You will receive an email with the payment link after installation. At this point you can set up your account, make a payment, or set up automatic payments. Payment can be made either through electronic fund transfer from your bank account or by credit card.
This saves our town network money and ensures you don’t miss a payment, which could result in service disconnection. You will have the option to pre-pay your account if you so choose
Wendell NET will not be offering suspension of service for the first year.
You can cancel your service after one year with a simple phone call to 1-833-WCF-CALL (1-833-923-2255). You will need to return your router and phone equipment (if applicable) to the Wendell Town Offices (Tuesday or Thursday 9 a.m. – 4 p.m.)
The Whip City Tech Team at 1-833-WCF-HELP (1-833-923-4357) is our front line when you need a little extra help. They are available for free phone support 24 hours a day. If we cannot fix a problem remotely, we will dispatch a technician, although some visits may incur an additional charge. We always support Whip City Fiber equipment at no charge. The Whip City Tech Team can provide phone support on issues including setting up devices, transferring email, and streaming video.
This fiber optic network is designed with reliability in mind. By design there are a limited number of components which might break in your equipment. That said, as with any outdoor facility, 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 to some risks. If there is a problem, Wendell has dedicated teams to work on repairs. Our goal is 99.99% uptime.
Generally, we install fiber, the Optical Network Terminal (ONT), in a basement or first floor location. For best performance, the router is placed in a central location on the first floor. Custom installation may be available for an additional charge.
Yes, a static IP address is available for an additional $12.95 per month.
Most customers plan to use Whip City Fiber to set up streaming video on their television. Many devices (Roku, Apple TV, Amazon FireStick) will allow you to watch TV and movies over the Internet. We encourage you to do some research and complete the initial set up before your installation. Our installers can help when they are at your appointment if you get stuck. You can also call the Whip City Tech Team at 1-833-WCF-HELP (1-833-923-4357) for additional support with setting up your devices.
If your electric service is already overhead your fiber will be too. If your service is underground, a DigSafe will be scheduled. When that has cleared, we will use a minimally invasive process to bring the wire from the street to the house. Our crews are professionals and will restore your lawn as is necessary. We want happy customers and we stand behind our restoration work.
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. If the home is a rental property, the landlord/homeowner will need to be present for installation. Scheduled appointments must be cancelled 24 hours in advance or you will be charged a $232 fee.
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.
Whip City Fiber provides all the equipment you will need for service. You will receive an Optical Network Terminal (ONT) device, which is a fiber optic modem, and a router that will provide connection and WiFi for your home and devices. Both the ONT and router are provided at no charge and are supported and managed by Whip City Fiber.
Yes, but please be aware that there are benefits to having the Whip City Fiber router, which can be diagnosed and supported remotely. Using your own router will not decrease your monthly bill.
Whip City Fiber provides internet service. We do not provide television programing, but we offer amazing access to all streaming service providers. Many customers will subscribe to one or more streaming services (Netflix, Hulu, Amazon Prime, Sling, etc.) for watching TV, movies, and sports over the internet.
You could save hundreds of dollars a year by transitioning from satellite TV to online streaming video. In the world of cable television, this is called “Cutting the Cord.” Up here in the hilltowns, you can think of it more as “Ditching the Dish.” This flier will help you get started.
Cutting the Cord: How to Stream Video with Whip City Fiber
Many local channels are available through a streaming service provider. Refer to each service’s website to review availability.
You may also be able to get local channels over the air with an HD digital antenna for free. Signal strength will 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.
Wendell NET offers Premier Phone Service for $19.99/month. This service provides phone calls over the internet and is not the same as a traditional landline. It is not appropriate for use with medical devices or alarm systems. Premier Phone Service includes free long-distance calling in the US, Canada, and Mexico, 911 service, call blocking, voicemail, and more.
International calling plans are also available. You can see the low rate per minute as well as calling plan options here.
Yes, your number can be “ported” from your existing home phone service. You will need to keep your existing telephone service active until your current provider completes the porting process. If you cancel your current service before the process is complete, you run the risk of losing your home telephone number.
In many cases, you won’t have to do anything. If you have Gmail or another “forever” email you’ll continue to receive your email. If your email is through your previous ISP you may be able to keep that too. Comcast, for example, has a policy in place that allows you to keep your email accounts even if you do not purchase their service.
From their website:
As a former XFINITY customer, you can still use your Comcast.net email address if you logged into your account in the 90 days prior to disconnecting your service. Your email account will remain active as long as you access it at least once every nine months.
For additional information:
Using Comcast Email if You’ve Disconnected Your Service
These days so many parts of our lives are linked to the digital world that it’s especially important to connect to the internet safely. We suggest you install an antivirus software on your computers, laptops, and tablets. One reputable option available for free download is available at www.avast.com
Questions? Email us at techsupport@whipcityfiber.com or give us a call at 1-833-WCF-HELP (1-833-923-4357).
