When you need help, we’re here.
Contact Us
Residential Customers
Sales and Customer Service: 1 (855) 891-7291
Use this number for Sales, Customer Service, or to Make a Payment.
Translation services available.
Hour of operation varies by state: Monday-Friday: 8:00am-5:00pm (ET) and 8:00am-4:30pm (CT).
If you contact us outside of normal business hours, we’ll get back to you on the next business day.
Technical Support
Residential Technical Support: 1 (833) 374-5577
Business Technical Support: 1 (855) 470-2379
Bill Pay Only
NY CUSTOMERS
GoNetspeed
75 Main St
Phelps, NY 14532
ALL OTHER CUSTOMERS
GoNetspeed
PO Box 70730
Philadelphia, PA 19176-0730
Accounts
Your account is your gateway to the future of connectivity.
How do I read my bill?
Who do I contact for questions on billing?
Call us at 855-891-7291
Understanding Bill Proration
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.
Installation
Once your GoNetspeed account is live, it’s time for installation.
How long does the installation take?
The installation happens in 2 parts, outdoors (we’ll take care of this) and indoors (we’ll need you at home). Both parts take about 1-2 hours.
Do I need to be home for the installation?
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!
Do I have to pay to install fiber Internet to my home?
No! There’s no installation cost to bring the most reliable and fastest fiber Internet to your home.
Will GoNetspeed make sure my property is left as it was before construction started?
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 occurred, once construction is complete and weather permits.
What does construction entail and what will your crews be doing?
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!
How do I lease a static IP?
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
Equipment
GoNetspeed provides 2 free (hard-working) units that complete your connection: an Optical Network Terminal (ONT) and a router.
What is a router?
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.
What is an ONT?
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.
What does an ONT look like?
What if I have a WiFi dead zone?
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.