FREQUENTLY ASKED QUESTIONS
Have Questions? We Have Answers...
Accounts
- How do I add a payment method?
- Log into your GoNetspeed SmartHub account
- 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“
- How do I cancel my service?
If you wish to cancel your GoNetspeed service, please contact our customer service team at (855) 891-7291.
- How do I change my plan?
Please contact our Customer Support team to change your plan at (855) 891-7291.
- How do I pay my bill?
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.
- How do I read my bill?
You can find a detailed overview of how to read and understand your bill here.
- How do I sign in to manage my account?
- How do I sign up for AutoPay?
- Log into your GoNetspeed SmartHub account
- 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.
- How do I sign up for Paperless Statements?
- What is 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.
- When will I be billed on AutoPay?
- 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 17th
- 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.
- For customers in Maine, Connecticut, Pennsylvania, and Massachusetts:
- Who do I contact for questions on billing?
Please give us a call at (855) 891-7291 and we would be happy to help!
Business Internet
- How much does business fiber internet cost?
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.
- Is GoNetspeed Business internet available in my area?
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.
- What type of internet connection is best for business?
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 300Mbps to 100Gbps, come with competitive pricing and SLA guarantees.
- What’s the difference between business internet and regular internet?
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.
Equipment
- 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
- How do I return equipment?
- What does an ONT look like?
Click here for the basic anatomy of an ONT.
- 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.
Fiber Internet
- Can I use Wi-Fi with GoNetspeed Fiber Internet?
Yes! Our Fiber Internet plans come with a 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.
- Does Fiber Internet from GoNetspeed have data caps, overage charges or throttling?
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.
- Is Fiber (fiber optic) Internet reliable?
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!
- Is GoNetspeed Fiber Internet secure?
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.
- What is a gigabit (gigabit internet)?
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.
- What is Fiber (fiber optic) Internet?
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.
- Why would I need a gigabit or more?
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.
General
- How do I check if there is an outage in my area?
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.
- How do I get started with GoNetspeed?
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.
- What does GoNetspeed offer?
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.
- Where is GoNetspeed service available?
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. 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.
Home Phone
- Can I keep my existing phone number?
Yes, in most cases, as part of the installation process we will port your existing number to GoNetspeed from your current carrier.
- Can I still call 911 in a power or internet outage?
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
- Do GoNetspeed Home Phone Plans include a phone?
No, a phone is not included with our plans. You will need to provide a VOIP compatible phone to use your service.
- Do I need GoNetspeed internet to get GoNetspeed Home Phone 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).
Installation
- Do I have to pay to install Fiber Internet to my home?
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.
- 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!
- How long does the installation process take?
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.
- 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!
- Will GoNetspeed ensure the condition of my property is left as it was before construction/installation?
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.
Streaming
- Can I still watch the same channels without the cable box or expensive bill?
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.
- How do you “Cut the Cord”?
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:
- Assessing your viewing habits (Using a service like myBundle can help!)
- Researching streaming services, you can start here to learn more!
- Ensuring you have a reliable internet connection (check service availability for GoNetspeed Fiber Internet at your address!)
- What does MyBundle do?
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.
- What does streaming mean?
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.
- What is a Smart TV? How do I know if I already have one?
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.
Wi-Fi
- Can I use Wi-Fi with GoNetspeed Fiber Internet?
Yes! Our Fiber Internet plans come with a 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.
- What if I have a Wi-Fi 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.
