FREQUENTLY ASKED QUESTIONS

• Log into your GoNetspeed SmartHub account
  • For NY customers click HERE
  • For all other state customers click HERE
• From the blue taskbar at the top select “My Profile“.
• Select “Manage My Stored Payment Accounts” where you can:
  • Add a credit/debit card By selecting “Add New Card” or…
  • Add a checking/savings account by selecting “Add New Bank Account“

If you wish to cancel your GoNetspeed service, please contact our customer service team at (855) 891-7291.

Please contact our Customer Support team to change your plan at (855) 891-7291.

You have four options for paying your bill:

• Electronically through the SmartHub Portal
• Signing up for automatic payments through Smarthub or our SmartPay phone system
• Over the phone with SmartPay
• Or mailing a check to our Lockbox processing center

The details for each of these options will vary from state to state, learn more on each option here.

You can find a detailed overview of how to read and understand your bill here.

All customers can manage their accounts using our online SmartHub.

• For NY customers click HERE
• For all other state customers click HERE

• Log into your GoNetspeed SmartHub account
  • For NY customers click HERE
  • For all other state customers click HERE
• From the blue task bar at the top under “Billing & Payments” Select “Auto Pay Program”
  • or from “Manage My Stored Payment Accounts”, click on the Auto Pay Program hyperlink.
• Click “Sign Up for Auto Pay” and then select your preferred payment option from the dropdown menu.
• Accept the Terms and Conditions.

• Log into your GoNetspeed SmartHub account
  • For NY customers click HERE
  • For all other state customers click HERE
• Select “My Profile” from the top menu
• Select “Update My Paperless Settings” from the left menu
• Move the toggle switch under “Paperless” to On

Your billing will start the day your installation is complete. Depending on your location, you may be billed in advance or after the service. If you’re billed in advance, your first invoice will be higher due to prorating. If billed after, your first invoice will be lower. Starting with your second invoice, you will be charged your regular monthly rate.

• For customers in Maine, Connecticut, Pennsylvania, and Massachusetts:
  • the 15th of the month if your bill date is the 1st
  • the 20th of the month if your bill date is the 10th
  • the 27th of the month if your bill date is the 17^th
• For customers in New York:
  • the 27th of the month if your bill date is the 17th
• For customers in Alabama:
  • the 20th of the month if your bill date is the 10th

*If the Auto Pay date falls on a Holiday or weekend your payment will be processed on the next business day.

Please give us a call at (855) 891-7291 and we would be happy to help!

We’re competitive across all of our Business Fiber Internet plans, for all shapes and sizes of business. Our Internet is not only affordable, it’s scalable. Our Business Consultants will help shape an Internet solution for your company needs now AND will help plan for the future. Get in touch by giving us a call today or by completing the simple Business Consultation form here.

For over 20 years, GoNetspeed Business has been serving municipalities, hospitals, schools and businesses, small and large, across 9 states and over 120 communities – and we’re not done growing. The best way to see what options are available in your area is to complete our simple Business Consultation form. One of our Business Consultants will reach out with all the options available at your address and answer any questions you may have. No pressure, no hassles.

Typically, Fiber Internet is the best choice you can make for your Business Internet due to its reliability, low latency and overall stable performance. Wireless and Satellite Internet options, while widely available, are generally more expensive, have data caps or bandwidth restrictions and may lack in overall performance, especially with latency and connectivity in inclement weather conditions.  These types of connections, along with Cable broadband Internet may also face other challenges as well including reduced available upload speeds.

Get in touch with a GoNetspeed Business consultant who can help tailor an Internet plan for your business, regardless of size or demand requirements. All of our Internet plans, from 300 Mbps to 100 Gbps, come with competitive pricing and SLA guarantees.

GoNetspeed Business Fiber Internet is designed for consistent performance because your business can never be offline. We offer faster upload/download speeds, dedicated support, and service-level agreements (SLAs) on all of our Internet speeds, that guarantee uptime and quick fixes if something breaks.

DIA speeds can vary based on your needs, but GoNetspeed’s Elite offers commercial fiber starting at 300 Mbps up to 2 Gbps, customizable to 100 Gbps. Upload speeds match download speeds for efficient data transfer, ensuring low latency (<20ms on-net) and minimal jitter (<10ms on-net). This high-performance setup is perfect for data-heavy tasks like video collaboration or cloud services, providing a speedier route to business success without hiccups.

If your business requires consistent bandwidth for modern demands like work-from-home options, video software, or scaling operations, DIA is an excellent fit—especially without a large IT team. GoNetspeed’s Elite is designed for enterprises seeking affordable, reliable fiber with SLAs guaranteeing uptime and quick repairs. With over 20 years of experience, it’s a proven, adaptable solution that grows with you; contact us for a consultation to see if it aligns with your growth goals.

DIA provides reliable, high-speed connectivity that supports business growth, such as cloud access, online transactions, and remote work. With GoNetspeed’s Elite service, benefits include 99.99% availability in select setups, rapid response times (e.g., 1-hour verbal response, 4-hour on-site if needed), 24/7 local tech support, and competitive pricing. It’s future-proof, scalable to meet expanding needs, and can be paired with Business Voice services for seamless communications, helping businesses save on costs while improving productivity.

Dedicated Internet Access (DIA) is a private, high-performance Internet connection exclusively allocated to your business, unlike shared broadband services. GoNetspeed’s Elite DIA provides custom fiber-optic connectivity with symmetric upload and download speeds ranging from 300 Mbps to 2 Gbps, scalable up to 100 Gbps. It features a redundant core network for maximum availability, backed by strong Service Level Agreements (SLAs), and is ideal for handling voice, data, video, and collaboration tools without slowdowns.

Unlike broadband, which shares bandwidth with other users leading to potential slowdowns during peak times, DIA offers exclusive, guaranteed bandwidth for consistent performance. GoNetspeed’s Elite DIA ensures 99.9% uptime, low latency under 20ms on-net, jitter below 10ms, and packet loss less than 1% from POP to POP. This makes it a reliable choice for enterprises needing scalable, high-speed fiber without interruptions, while broadband may not provide the same level of SLAs or symmetric speeds.

To lease a public status IP address for your home, please call us at 855-891-7291 for availability and pricing. A public static IP address may be required for the following but not limited to:

• VPN Connectivity
• Plex Server
• Port Forwarding
• Remote Access to Security Cameras
• Remote Access to Servers
• Remote Access to Home Networks
• Security Systems

Click here for more information on returning equipment.

Click here for the basic anatomy of an ONT.

Click here

A router is a network device that connects different computer networks together. It directs data traffic between networks by determining the most efficient path for data packets to reach their destinations.

An Optical Network Terminal (ONT) acts as a modem to connect your home or business to the fiber internet. We’ll bring and mount an ONT to a wall in your home or business during installation.

Yes! Our Fiber Internet plans include a wireless router, so you can keep devices connected throughout your house. For home’s with larger footprints or designs that need additional Wi-Fi coverage, Whole Home Wi-Fi is also available at an additional monthly charge.

No! GoNetspeed Fiber Internet plans include unlimited data. Without data caps, overage charges or throttling, you can use all the data you need on as many devices as you want without getting cut-off, slowed down or charged more.

Yes. GoNetspeed internet offers 99.99% uptime that is nearly constant. Fiber is made of glass, which is considerably more reliable than other data conduits, which means that fiber is at far less risk of disconnects and downtime. Fiber connections are virtually immune to many environmental factors including temperature fluctuations, electromagnetic interference, radio-frequency interference (EMI/RFI), crosstalk, impedance problems, and more. Fiber is so reliable that it is used to transmit data and communications across the ocean!

Yes. The security of your online connection is always something to keep top of mind. Fiber Optic Internet technology is safer than other internet technologies because it doesn’t radiate any signals and is difficult to tap into without detection by network operators.

One gigabit per second (Gbps) equals 1000 megabits per second (Mbps), a standard measurement of both speed and capacity for an internet connection. GoNetspeed 1 Gig plan provides fiber internet speeds of up to one gigabit per second for both uploads and downloads, with no data caps. This ensures seamless connectivity for multiple users and devices in your home. For even greater speed, GoNetspeed 2 Gig plan offers download and upload speeds of up to 2 gigabits per second (2000 Mbps), delivering ultra-fast performance for demanding applications.

Fiber Internet is a type of Internet service that uses fiber optic cables to transmit data. Unlike traditional copper-based connections, fiber optic cables use light to transmit data, allowing for faster and more reliable Internet speeds. Fiber Internet, generally, is also symmetrical, meaning that upload speeds match download speeds, allowing for faster and smoother file transfers and video conferencing.

In today’s digital world, many activities—whether it’s streaming TV, working remotely, video calling, gaming, or more—require a fast, reliable internet connection for both uploads and downloads. A strong Wi-Fi signal throughout your entire home ensures that you are not limited to a single spot for a consistent and fast connection. Whether connected via Ethernet or Wi-Fi, the more devices using the internet at the same time, the more bandwidth is required. That’s why high-speed plans, such as our 1 Gig service, ensure that multiple users can stay connected simultaneously without experiencing slowdowns.

You can check if there is an outage in your area on the Network Status page. We’ll also notify you via email of any scheduled maintenance that may result in a temporary outage.

Check your address HERE to see if GoNetspeed is available in your area. If it is, you can choose your plan and sign up online or by reaching out to our team. We are actively expanding in our current service areas and working on new opportunities to bring fast, reliable internet to even more communities. Want to stay informed as we grow? Sign up for email updates. If our service is not yet available in your location, stay tuned for updates as we grow our network.

At GoNetspeed, we provide high-speed fiber Internet services designed to deliver fast, reliable, and affordable connectivity for both residential and business customers. Our fiber-optic network ensures gigabit speeds, enabling seamless streaming, gaming, video conferencing, and more.

Check which services GoNetspeed offers at your address here: https://shop.gonetspeed.com

We are proud to offer our services in over 200+ communities across the Eastern United States, including Alabama, Connecticut, Maine, Massachusetts, Missouri, New York, Pennsylvania, and Vermont. ( New Jersey and Rhode Island are coming soon!) To see plans, pricing and promotions available at your address, we recommend you use our fast and simple online shopping experience here: https://shop.gonetspeed.com.

Yes, in most cases, as part of the installation process we will port your existing number to GoNetspeed from your current carrier.

911 services may be limited or unavailable through GoNetspeed Home Phone (VOIP) service under certain circumstances, including, but not limited to:

• loss of electric service
• loss of internet connection or poor signal quality
• change location of your phone without notifying GoNetspeed
• delay in updating your phone’s location within the ALI database

No, a phone is not included with our plans. You will need to provide a VOIP compatible phone to use your service.

It depends on your location and which services are available at your address. Check availability for services at your address in our online shop here: (https://shop.gonetspeed.com).

No! For most homes, there’s no installation cost to bring the most reliable and fastest Fiber Internet to your home. There may be an nominal activation fee required to start your service, but please check offers at your address HERE, or view our latest promotions HERE.

For the indoor portion of the installation, we’ll need you (or another adult in the household) to be at home. However, you don’t need to be home for the outdoor portion of the set-up—you might not even know we were there!

The installation is 2 parts, outdoors (we’ll take care of this) and indoors (we’ll need you at home). Both parts take about 1-2 hours.

Before we begin, you may see flags and spray paint along roads and sidewalks to mark utilities and potential construction landmarks. We make these marks to make sure our crews can work safely and avoid any interruptions to your utilities.

Our team will then distribute fiber cable from one of our hubs in your town to a localized cabinet in your neighborhood. This fiber cable is a very thick cable that contains the fiber strands for many households. The same team then pulls fiber cable from the cabinet in your neighborhood to the utility poles and after a thorough quality check is conducted, we’ll light up the fiber!

After all these steps are complete, your home is ready to schedule an in-home installation for GoNetspeed high speed fiber Internet. The in-home installation takes about 1-2 hours to complete. Once that’s done, you’ll be hooked up and running on fiber!

Absolutely. Our crews will do everything they can to minimize any impact to your property. We’ll even restore lawns, if necessary, in areas where construction/installation occurred, once construction is complete and weather permits.

Yes, all Premium Fiber Internet plans for small businesses include a strong Service Level Agreement (SLA) to ensure reliability. Our SLA provides peace of mind with 24/7 tech support and a dedicated business services team.

The speed you need depends on your business operations, number of users, and activities. For most small businesses, starting with 300 Mbps is sufficient for basic tasks like email, web browsing, and light cloud usage. If your team relies on video conferencing, large file uploads/downloads, remote work, or data-heavy tools, consider 500 Mbps to 1 Gbps for smoother performance without hiccups. Businesses handling high-bandwidth demands, such as multiple simultaneous video calls or cloud-based applications, may benefit from 2 Gbps or higher. We recommend scheduling a consultation to assess your specific needs, as Premium Fiber Internet is scalable and can be customized to grow with your business.

Pricing for Premium Fiber Internet is competitive and tailored to your business needs, ensuring affordability without compromising performance. Costs vary based on speed, location, and any customizations (e.g., up to 100 Gbps). There are no specific flat rates listed, as we focus on providing the best value through scalable plans. For Business Voice add-on, it’s $19.95 per month per line (up to eight lines). If you need more than eight lines or enterprise-level options, we can create a tailored solution. Contact us for a personalized quote and consultation.

GoNetspeed offers Premium Fiber Internet as the primary option for small businesses, providing reliable, high-speed fiber-optic connectivity with symmetric upload and download speeds. This service is ideal for handling voice, data, video, and collaboration tools without slowdowns. It includes features like redundant core networks for maximum availability, 24/7 local tech support, and strong Service Level Agreements (SLAs).

For phone services, add GoNetspeed Business Voice to your Premium Fiber Internet Business Voice is designed for small businesses seeking a reliable phone system without a large IT team, helping improve productivity and collaboration.

GoNetspeed’s Premium Fiber Internet offers flexible plans starting from 300 Mbps up to 2 Gbps, with the ability to customize up to 100 Gbps for growing needs. All plans feature symmetric speeds (upload as fast as download), making them ideal for cloud services, video collaboration, and data-intensive tasks. Plans are designed to be scalable, so you can upgrade as your business expands. Reach out for availability in your area and to discuss the best plan for your operations.

Absolutely! Many streaming services offer live TV options that include popular channels, allowing you to enjoy similar content without the need for cable boxes or the high costs associated with traditional subscriptions. MyBundle can help you find the best options tailored to your viewing preferences.

Cord cutting refers to the decision to cancel traditional cable or satellite TV subscriptions in favor of streaming services and online content. This shift allows viewers to access a wide variety of programming without the hefty price tag associated with conventional cable packages.

To get started “Cutting the Cord” we recommend:

1. Assessing your viewing habits (Using a service like myBundle can help!)
2. Researching streaming services, you can start here to learn more!
3. Ensuring you have a reliable internet connection (check service availability for GoNetspeed Fiber Internet at your address!)

MyBundle assists you in discovering personalized streaming options based on your viewing habits. By answering a few questions about your favorite shows and channels, you’ll receive tailored recommendations for streaming bundles that fit your needs.

Streaming is the process of watching digital content —like movies, TV shows, and Live TV—using a reliable Internet connection instead of using traditional cable providers.

A Smart TV is a television that connects to the internet, enabling direct access to streaming apps and services. A streaming device (like Roku, Amazon Fire Stick, or Apple TV) connects to a standard TV to provide similar capabilities. Check your TV’s manual or settings to see if it’s a Smart TV, or look for any connected devices.

Yes! Our Fiber Internet plans include a wireless router, so you can keep devices connected throughout your house. For home’s with larger footprints or designs that need additional Wi-Fi coverage, Whole Home Wi-Fi is also available at an additional monthly charge.

If your home has Wi-Fi dead zones, GoNetspeed offers Whole Home Wi-Fi for $10/month. GoNetspeed’s skilled technicians will complete a whole home assessment to identify dead zones and strategically place mesh extenders throughout your home for wireless wall-to-wall coverage and performance.

Learn more about Whole Home Wi-Fi