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FAQ: Customer Service
Where can I get help with my account or if I have online billing and payment questions?
Whip City Fiber is committed to providing you the best experience with your new high-speed Internet service. If you have any questions, contact Customer Service by email or phone:
customerservice@wiredwestfiber.net
1-833-991-9378
Phone support is available Monday through Friday (except for holidays), between 8:00 a.m. and 4:00 p.m. If it’s after hours or they’re overwhelmed with calls, you can always leave a voicemail message, and they’ll call you back. Be sure to specify the best times for them to do so.
What if I change my mind about the services I want?
You can contact Customer Service at 1-833-991-9378 to make changes to your services any time after you have signed up.
If you’d like to add Digital Phone Service after your initial installation there will be an additional charge. If you are planning on transferring your existing telephone number to the new service, it is critical that your telephone service remain active with your current provider until you are notified by Whip City Fiber that your number has been successfully transferred to your new Digital Phone Service. If you cancel your existing service before the transfer process is complete, you will lose your telephone number forever.
Can I get help setting up a connection to my TV and other devices?
Yes. Whip City Fiber installers can help during your installation appointment if you get stuck. You can also call the Whip City Tech Team at 1-833-923-9378 for additional support related to setting up your devices.
There are many different devices that allow you to watch TV and movies over the Internet. We invite you to join one of Whip City Fiber's streaming workshops to get started. Call 413-572-0100 for upcoming dates.
We encourage you to do additional research, decide what streaming devices and plan(s) suit you best, and then complete your initial streaming setup in advance of your Whip City Fiber installation appointment.
Whom should I call for technical support?
The Whip City Tech Team (at 1-833-923-9378) is our front line when you need a little extra help. They are available for free phone support 24 hours a day, 7 days a week. The Whip City Tech Team can provide support on many issues, including setting up devices, transferring email, and streaming video. You can also reach them by email at techsupport@wiredwestfiber.net.
When appropriate they will dispatch a technician if they cannot fix a problem remotely. They support Whip City Fiber equipment at no charge. There may be an additional charge to address other issues.
What installation and maintenance is covered by Whip City tech support?
Whip City Fiber is responsible for everything from your network connection at the street to and including the provided router and Telo phone adapter (if you have the digital phone service) in your home. That's the network interface device (NID), optical network terminal (ONT), router, Telo, their power supplies, and all their connecting fiber and cable. Whip City Fiber is not responsible for any other equipment or accessories that you may choose to add, including, but not limited to, routers, phone adapters, telephones, switches, Wi-Fi extenders, uninterruptible power supplies/battery backups, and cabling. They may, however, be able to help with non-Whip-City-Fiber issues and for which there may be an additional charge to you.
Additionally, Whip City Fiber is not responsible for any work done by any third party and cannot reimburse for such work. We urge you to call the Whip City Tech Team at 1-833-923-9378 first anytime you have a technical question or concern about your broadband experience. They'll know how best to tackle your issue.
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