Frequently Asked Questions

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General

What are Becket Broadband, WiredWest, and Whip City Fiber, and what are their relationships?

Becket is building a 100% town-owned fiber-optic network. “Becket Broadband” is the name for the town-owned network.


WiredWest is a consortium of western-Massachusetts hilltowns building fiber-optic networks who have joined together to make operation and maintenance of their town-owned networks easier and more affordable. Becket is a member of WiredWest and has contracted with them to be our Internet Service Provider and oversee operation of our network. Part of WiredWest’s services to Becket will be provided by sub-contractors such as Whip City Fiber.


Whip City Fiber is part of Westfield Gas & Electric (WG&E). WiredWest has contracted with Whip City Fiber to initially operate the town network, to provide customer service and billing services, and to fulfill other functions.

What is a fiber-optic network and what are the benefits?

Fiber-optics is a communications technology in which digital data is transmitted over hair-thin glass fibers in the form of light, rather than as electrical signals as with copper wire or coaxial cable. One fiber can carry multiple signals at once, and the signal does not degrade over long distances. Unlike coaxial cable, performance is not affected by electromagnetic (RF or Radio Frequency) interference. The fiber-optic network provides high-speed Internet access that runs at the speed of light with a capacity many orders of magnitude greater than older, wire-based technologies.


Each year the use of the Internet for applications and services is increasing. As high-definition video, telemedicine, distance education, telecommuting, and other applications continue to evolve, only fiber technology provides the bandwidth (data rate capacity) necessary to carry the growing load we expect in the foreseeable future. We’re excited that our town will soon be equipped to take advantage of this cutting-edge technology for Internet access, which will support our community well into the future.

What is the network build sequence?

If construction proceeds as expected, the first homes will be connected as early as summer 2020. As the network is completed in each FSA (Fiber Service Area), drops (individual home connections) will start in that FSA while construction of other FSAs continues. The final network drops are expected to be completed by the end of 2022, barring unforeseen challenges. 

When will we actually get broadband?

The town is currently formulating the optimal build sequence, which will be based on several factors, including subscriber demand as shown by the 2020 survey results and technical requirements of the network. 

How will my home connect to Becket Broadband's fiber network?

This is accomplished by running a length of fiber-optic cable from the street to your home, much like a telephone line is run. This connection is sometimes referred to as a “drop.” By default the drop follows the path of the existing electric service to your home. About two-thirds of the homes in Becket have over-head electric drops; the other third have underground or partially-underground drops. 

I’m planning on building a new home. What should I do?

Anyone planning on new construction in town should let us know of your location and an approximate timeline. Please contact the Becket MLP manager soon at

mlpmanager@townofbecket.org or 413-623-8934, ext. 100, to discuss the possibility of bringing our fiber network to your location.


You might consider having Cat 6 Ethernet cable installed throughout your home to the locations for the ONT, router, Telo (see the Installation section), TVs, computers, and any other wired-Ethernet-capable, devices. It’s a lot easier and less expensive to do this before the walls are closed up for interior finish work. 

Services

What services does Becket Broadband offer?

Becket Broadband offers two primary services over our town-owned fiber-optic network:


  • Broadband Internet access
  • Digital telephone service

Tell me about high-speed Internet.

 There are two Internet connection speed options:


  • 25 Mbps (megabits per second) 
  • Gigabit (1000 Mbps)


For current pricing information, go to www.becketbroadband.org.


25 Mbps meets the minimum requirements of the FCC’s definition of broadband and is suitable for most basic tasks (email, web browsing, basic video streaming). 


Gigabit service provides for faster file uploads and downloads as well as other activities like high-resolution video streaming—and is quickly becoming the standard connection speed across the globe.

Do you offer Wi-Fi?

A Wi-Fi router is included with your residential Internet service to provide wireless access for computers, tablets, smartphones, gaming systems, and other devices in your home. You should expect speeds over your Wi-Fi connection to be as fast as 450 Mbps or so for a Gigabit subscription, and close to 25 Mbps for a 25 Mbps subscription. 

Tell me about the Digital Phone Service.

WiredWest offers Digital Phone Service, which in use is just like that of a traditional telephone. This technology connects phone calls over the Internet, rather than using traditional copper wiring. Digital Phone Service includes free long-distance calling in the U.S., Canada, and Mexico; 911 service; call blocking; voicemail and more. Digital Phone Service is available both bundled with broadband Internet service and as a stand-alone service.


Digital telephone service may not be appropriate for use with medical devices or alarm systems.


As with broadband Internet service, digital telephone service will not be available during power outages unless you have installed a battery backup (uninterruptible power supply) or other backup system.

Can I keep my current phone number if I switch to WiredWest’s phone service?

Yes. Digital Phone Service includes the option to transfer your current phone number to your new service. If you do wish to retain your current phone number, 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 phone service before the transfer has occurred, you will lose your current phone number forever. 

Can I just wait a little longer for 5G wireless service, which is already being deployed elsewhere?

5G works great with high-density populations in a limited-obstruction environment. Becket is neither. The hilltowns, generally, are not well suited for this technology, and so we don’t anticipate wireless companies making the infrastructure investment in our area any time soon, if ever. 

Can I continue to use my existing phone or fax machine with the Digital Phone Service?

In most cases you can simply plug in your existing devices just as you did with your landline and have no issues. There may be some older units that are not compatible with our newer technology for technical reasons, but most anything produced in recent decades should be fine. You do not need to use the special filters that are used on DSL landlines, either.


Details about how to use a fax machine with your Digital Phone Service can be found at https://support.ooma.com/home/faxing-with-ooma/.     

Will TV service be offered?

Offering cable- or satellite-style TV service over our network would be prohibitively expensive. The good news is that with all the TV and movie content being offered over the Internet through free or subscription services, many have found that there is no need for separate cable or satellite service. In fact we expect the volume of available content to continue to increase. 

So… how can I watch TV over my Becket Broadband fiber connection?

Using any of several available streaming services, you could save hundreds of dollars a year by transitioning from satellite TV to online streaming video, sometimes called OTT (over-the-top) media service. 


You can watch on-demand programs and movies—even live television—without additional hardware on a computer, tablet, or smartphone. There are also third-party devices (Roku, Apple TV, Amazon FireStick) that will allow you to watch streaming content from the Internet on your TV. Some TVs, called Smart TVs, even have video streaming capability via Ethernet or Wi-Fi (wireless) built-in. 


Many local channels are available through streaming service providers. Refer to each service’s website to review availability. The website https://www.suppose.tv/tv allows you to search for the best available packages that include your choice of channels. These are usually much cheaper than equivalent satellite or cable TV packages.


One highly regarded option is YouTube TV, which costs $49.99 per month after your free trial and has all local channels, including NESN (New England Sports Network): https://tv.youtube.com/welcome/


For more information and options visit https://wiredwest.net/for-customers/can-i-get-tv.


Depending on your location and elevation you may also be able to receive several local broadcast TV channels over the air for free with an HD digital antenna. Signal strength will vary depending on your home’s geographic specifics and installed antenna height above ground. 


We encourage you to do some research, decide on your preferred approach, and complete your initial streaming setup before your WiredWest installation so that they can best assist you in getting things going right away.

How can I check viability and options for receiving broadcast TV at my home’s location?

You can check your potential signal strength and receivable TV channels at https://www.fcc.gov/media/engineering/dtvmaps. Enter your home’s full address and click “Go!” to see a list of your potentially receivable TV stations in order of estimated signal strength. Scroll down to the topographical map to check the location pin for accuracy. If necessary, using the zoom feature, drag the location pin to your home’s exact location. For the best accuracy, if you zoom in sufficiently, you may see your home’s outline. After relocating the pin (if necessary), scroll back up to see the results.


There are similar tools at http://www.tvfool.com/ and elsewhere. Using several such tools may help you get the best practical outlook for broadcast TV reception for your home.


Digital antennas range in price from $10 to $150, depending upon how many channels you hope to receive. You can purchase them at department stores or online. As you may suspect there’s plenty of digital TV antenna information to be found online, like here: https://www.techhive.com/article/3214772/which-tv-antenna-should-i-buy.html.

Can I get help setting up a connection to my TV and other devices?

Yes. Please see the details in our Customer Service section. 

Additional Services

I’m interested in home monitoring. What can you tell me?

Customers will have the ability to install home monitoring equipment for different purposes. Cameras can be installed to remotely monitor inside or outside. Your heat and/or air conditioning can be controlled remotely. Sensors may be installed to alert you if your heat is not working or if there is a water leak. This equipment is not available through nor installed by Becket Broadband or WiredWest. Such equipment and its installation is available through any of several area companies. 

Will my existing alarm system work?

Although the WiredWest Digital Phone Service may not be appropriate for your current alarm system, you have multiple options: keep your Verizon landline just for your alarm system, upgrade to a cellular-based alarm system (if you are in an area with reliable cell service), or upgrade to an Internet-based alarm system. Both cellular- and Internet-based alarms enable your alarm company to monitor the state of your alarm system in real-time, instead of relying on your system to make a phone call once or twice a day. Some offer smartphone apps that enable you to check on your home yourself. We recommend that you contact your alarm monitoring company and ask them about options. 

Fees, Billing and Payment

What is the charge for the installation of my home’s physical connection (“drop”) to network?

Please see the detailed answer to this question in the Installation section, below. 

Will a deposit be required for my service?

No.

How much do these services cost?

Go to https://becketbroadband.org/ for current pricing information on all offered services. 

Will my bill vary by usage?

No. There are no monthly data caps or traffic allocations as with other Internet access services. You will pay a fixed rate each month for your selected services. 

What about seasonal subscribers?

WiredWest does not offer seasonal service rates. However, you can change between Gigabit and Economy broadband Internet service tiers as often as you like. There is no fee to do so. All changes will take place at the start of the next billing cycle.


See Can I suspend my WiredWest Internet and/or phone service? below for additional options that may work for you.  

How will I be billed?

WiredWest will issue electronic invoices to the email address you provide. You must provide an email address to sign up for service. 

How do I pay my bill?

You must pay your bill electronically to WiredWest. You will receive an email with a special link following installation. The link will take you to the WiredWest portal, where you can set up your account, make a payment, or set up automatic payments. Payments can be made via electronic funds transfer from either your bank or credit card account. You can make changes to your preferred payment method at any time.


We encourage you to use automatic payments from your bank account (secure electronic funds transfer, or EFT). This saves our town money and ensures that you don’t miss a payment—which could result in service disconnection. You will also have the option to prepay your account if you so choose.

  

We hope you are already accustomed to online bill paying for other household expenses; if not, contact Customer Service at 1-833-991-9378 or becket@wiredwestfiber.net for assistance.

When do I have to pay for service?

Monthly. Your first bill for service will arrive soon after your installation is complete, and you will receive monthly bills thereafter. 

Are there monthly charges for equipment or for additional computers?

No. There is no monthly charge for any of the equipment we provide to you. Authorized account users (household members and their guests) will be able to connect multiple devices to your service at no additional charge.  

Can I suspend my WiredWest Internet and/or phone service?

You can suspend your broadband services, more fully explained here: 

https://wiredwest.net/about/terms-and-conditions/  (see point 6 regarding Service Suspension)


Pursuant to this policy, customers may suspend their broadband Internet service, which means they can request (via customer service) that their Internet service be shut off while maintaining an active account. If you suspend service, you will continue to be billed and responsible for the Becket Broadband $9/month MLP fee during the suspension period. 


Customers may not suspend phone service. Digital Phone Service subscribers can take the Telo phone adapter (and phone number) with them to use elsewhere in the U.S. If you move your phone adapter to connect it at a different address, it is critical that you log into the Ooma portal or contact Ooma customer support to update your location for 911 services.

How do I cancel service?

You can cancel your service (but we hope you won’t!) by calling Customer Service at 1-833-991-9378. You will need to return your router and phone equipment, as applicable, to the Becket Town Hall, open Monday through Friday between 8:30 a.m. and 4:30 p.m. except for holidays. 

How do I reactivate a cancelled account?

Once it’s been cancelled, reactivation of an account will be treated as a new account, and the most-current terms and activation fee for new customers will apply. All monthly MLP fees since the deactivation will also be due.

The account for new homeowners starting their subscription for the first time will be treated as a new account, with no outstanding MLP fee balance. The same is true for new renters of a premises.

Installation

What is the charge for the installation of my home's physical connection ("drop") to the network?

The cost for the physical connection from the road to the house, sometimes called a “drop,” will depend on many factors. Becket Broadband is offering a substantial subsidy toward the installation cost for those who sign up during the initial sign-up period, which we call the Subsidy Period. This subsidy is expected to cover 100% of the drop cost for the vast majority of homes in Becket. Owners of the remaining homes (those with exceptionally long underground installations or geologic barriers like ledge or boulders that impede following the existing utilities path) will need to pay the difference between the actual drop cost and the amount of the town subsidy in order to be connected.


The drop cost includes standard interior installation, which comprises an Optical Network Terminal (ONT), a wireless router, and a Telo phone adapter, if applicable, and all associated cabling and hardware.


Drops that are farther, involve additional poles and/or underground routing, that need to connect to a non-standard external or internal location on the premises, or that in any way follow a physical path that’s different than that of the home’s current utilities may involve additional costs. Your installer will work with you to identify the most cost-effective solution, and you will receive an estimate in advance of any installation work. The Becket MLP Manager can provide more information about your specific installation to help with planning.


Subscribers who sign up after the Subsidy Period will be responsible for the entire installation, which will likely be much higher after the initial installation period due to additional mobilization expenses.


Of course, there are also charges associated with the service(s) you subscribe to. Please find current service pricing information at https://becketbroadband.org.

Could you give an overview of a standard installation?

Standard installation includes the connection to the Becket Broadband fiber network running down your road using a special fiber cable that then follows the same path as your existing electric utilities, connecting on the other end to a Network Interface Device (NID) mounted on the side of your home (see details, below). The NID connects through the exterior wall to the optical network terminal (ONT) located inside (typically in the basement near the electrical utility panel). From the ONT runs an Ethernet cable, up to 50 ft long, to the Wi-Fi router on the same floor. For subscribers choosing phone service, there will also be a Telo phone adapter connected to the router. All this equipment, cabling, and related hardware are included.


Let your customer service representative or installer know if you would like to discuss other options. Alternate plans or additional home wiring can be arranged, but may incur additional costs, which will be the responsibility of the customer.

Can you explain the installation process?

Installations will be scheduled once the fiber-optic network is completed in your section of town. We will contact you to schedule appointments at your convenience. 


For a standard aerial (overhead) installation, on the appointment date we will attach a new cable from the road along any poles on your property. Aerial installations typically take 2-3 hours. 


If your home requires an underground installation, you’ll have two home visits. The first appointment will be for an installation consultation. The installer will visit your home and determine whether you have existing conduit that can be easily used or if installation of new conduit is in order. If it’s determined that your property needs new conduit, the proposed dig route will be staked out. You will need to approve and sign off on the proposed plan. After a DigSafe permit is obtained, the installer will make a second appointment with you and return to put the conduit in the ground and install the service to your home. 


Both aerial and underground network connections come to the side of the house, where your utilities enter. A small hole, typically less than one-half-inch, will be drilled and a cable run into your house, usually into the basement near where your electrical panel is mounted. Inside, the cable connects to a unit called the optical network terminal (ONT). A wireless router is placed in a central location within 50 feet of the ONT on the same floor and connected to it using an Ethernet cable. If you choose to include phone service, you will also have a Telo phone adapter that connects between the router and your home’s telephone, wireless base station, or telephone wiring.


The installer will work with you to minimize the need for drilling and coordinate an agreed-upon interior equipment layout prior to beginning our work. Things like whether you have a basement, the size of your home, wall thickness, electrical outlet locations, and aesthetics for the location can be considered when you are working with your installer to decide where to locate the electronics. However, if you require work that goes beyond the scope of a standard installation, an additional fee may be charged. When the installer is discussing the installation process with you, things like the impact on your yard or precisely where they’ll be placing the NID (Network Interface Device) can be discussed and addressed. 

What’s included in the installation of the phone service?

You’ll receive an Ooma Telo phone adapter (Ooma is our VoIP—Voice over Internet Protocol—telephone service provider), which connects to your router and then connects to your home’s telephone, wireless base station, or telephone wiring (which in most cases will be nearby). Changes or additions to your existing home telephone wiring, if needed, are not included.

Are there alternatives to home telephone wiring?

Yes—and you can still enjoy phones in multiple locations throughout your home. It is typically much less expensive to purchase a cordless phone system with multiple handsets, available at many online and big-box stores, than to pay a technician to do home wiring work. With a multiple-handset cordless phone system you simply plug the system base station into the Telo and then place the phone handsets wherever you wish throughout your home. 

What do I need to have in place for the interior installation?

Electrical outlets: all equipment must be installed within 6 ft of an electrical outlet. It is the homeowner’s responsibility to be sure these outlets are already in place prior to broadband and telephone service installations. 

Does anyone have to be present for the installation?

Yes. Someone with decision-making authority for your premises must be present for any installation-related appointments. 

What equipment will be provided?

WiredWest provides all the equipment you will need for service. You will receive an optical network terminal, or ONT (a fiber-optic modem), and a router, which will provide both wired and Wi-Fi (wireless) connections for all the devices in your home. If you choose telephone service, you will also receive a Telo unit, which will provide Internet telephone service for your home phones. All of these units are supported and managed by WiredWest.  

Will I own the equipment?

No. The ONT and Telo will remain the property of the town, and the router will remain the property of Whip City Fiber. 

Can I get help setting up a connection to my TV and other devices?

Yes. Please see the Customer Service section for information. 

Can I do the interior installation myself?

You are welcome to do certain parts of your in-home installation, such as more complex interior wiring, yourself or to hire your own technician or electrician to do so. The Whip City technician will still have to install the cabling and equipment up to the optical network terminal (ONT) and router, as well as install the Telo phone adapter, if applicable. 

Can I use my own router?

Although you can install your own router, we strongly recommend that you consider using the router provided by Whip City Fiber. Using your own router will not reduce the installation cost and will make it harder for tech support to remotely troubleshoot any problems you may have. If they need to send out a technician to solve a problem that turns out to be due to your router, you will be charged for the service call. Whip City Fiber technical support covers only the provided and installed equipment. If you use your own router, you will be responsible for connecting it to the Whip City Fiber router

I don't want a wireless system (Wi-Fi) in my home. Can I hard-wire the equipment instead?

Yes. The router is the unit that can transmit a wireless signal. You can plug your devices directly into the router and turn off Wi-Fi with a button on the side of the router. You or your own technician can even install Ethernet cable throughout your home for a completely hard-wired network, if you wish. 

Is there any other equipment I may want to consider?

In order to keep your broadband Internet and phone services active during power outages, we recommend one or more battery backup units (also called a UPS, for uninterruptible power supply). Home generators can also be used for this purpose. However, a battery backup will provide a less expensive, instant-on solution for frequent short-term outages. Battery backup units will not be provided as part of installation but can be purchased at online stores or big-box stores.


You would need battery backup for the ONT, the router—and the Telo phone adapter if you are getting the Digital Phone Service. Some people use them for their desktop computers, too. Such units will usually provide protection for several nearby devices. You would need a battery backup unit for every location where you have equipment. Expect to pay $50-200 for a good battery backup unit.


The most protection from power outages would involve both a battery backup unit(s) for short-term outages and a backup generator (typically connected to your home’s electrical panel) for long-term outages.

Sign-Up

When can I sign up, and when will the Subsidy Period end?

The initial sign-up/Subsidy Period has not yet been announced, but will be soon. Subscribers signing up after this period will not be eligible to receive the subsidy being offered to cover or help offset the cost of installing each home's fiber connection (“drop”) to the network.

If you think you’ll want high-speed Internet at any point in the future, you should give serious consideration to signing up during the initial period, as it will save you hundreds or thousands of dollars down the road. Even if you have no plans to use Becket Broadband, your property value will likely be increased by having the infrastructure in place.

What kind of agreement will I be signing?

You will agree to allow the town to install, operate, maintain, and provide service to you via the town-owned fiber network and associated equipment under certain terms and at agreed-upon rates. The town is not currently requiring any minimum term of service (that is, subscription time period).  


You will agree to give the town and our contractors access to your house and yard to install and maintain the network connection. You will agree that the fiber, cabling, and all the equipment and hardware between and including the fiber connection cable to the house and the Optical Network Terminal Network, router, and/or Telo adapter provided at installation will remain the property of the town and/or its subcontractors. 


You will also agree to pay any outstanding installation fees, all start-up fees, and all ongoing monthly fees, including any MLP fees that may go unpaid following any account deactivation/cancellation and prior to a subsequent reactivation. 

Is there a sign-up fee?

There are fees associated with signing up for various services that will appear on your first bill. Please see https://becketbroadband.org/ for current pricing. 

If I signed up for WiredWest and gave a $49 deposit, do I have to sign up again?

Yes, you will need to officially sign up for the Becket Broadband service through the sign-up link we will provide. The $49 deposit you made, plus a small amount of interest earned, will appear as a credit on your first bill. 

Can I still get my WiredWest deposit back?

Yes, if you decide you don’t want to join our broadband fiber network, you can get a refund of your original $49 deposit plus interest by contacting Customer Service via email at becket@wiredwestfiber.net or by calling 1-833-991-9378. 

How do I sign up?

Once the initial sign-up/Subsidy Period has begun, you can complete an application online at www.wiredwestfiber.com/Becket; or call 1-833-991-9378, and one of our customer service representatives can answer any questions you have and complete your application over the phone. During sign-up you’ll be asked for your contact information, which services you’d like to subscribe to, and other questions. You’ll also be asked to sign a right-of-entry form giving permission for our installers to visit your property. Signing up takes about 10 minutes.   


If you’d like some help with the online sign-up portal, email MLPmanager@townofbecket.org.  


When installation appointments are available in your neighborhood, the customer service team will contact you to schedule an appointment. 

What if I'm a renter? What if I'm a landlord?

Signing-up for the drop installation (network connection infrastructure to the home) is limited to the property owner. Typically, a landlord would be the property owner and so would be the one signing-up for the installation of the drop. 


Signing-up for service should be completed by the person 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 and/or phone service in the rent, or the unit is currently empty).


If renting, 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 drop installation day since both the outside and inside installation involves work on the property, wiring additions, and drilling through walls or floors. Installation can only be approved by the property owner.  


If the property owner can’t be present on installation day, he or she can authorize someone who can be on-site on installation day to make decisions relevant to the installation and charges for any upgrades. We encourage all renters and homeowners (landlords) to discuss installation details and service preferences with each other before signing up.

What happens after the Subsidy Period?

As described more fully above (see the Installation section), during the Subsidy Period the town will be offering a substantial subsidy toward the cost of connecting your home to the core network (i.e. from the street to your home); this subsidy is designed to cover the full cost of that connection (“drop”) for the vast majority of homes in town. After the Subsidy Period a subsidy will no longer be available to offset the cost of drops; a customer who misses the Subsidy Period will be responsible for the full cost of their drop (hundreds or even thousands of dollars). This is why we strongly encourage you to sign up for Becket Broadband during the Subsidy Period, subscribing to at least the minimum service, even if you don't plan to use any of the offered services right away. 

I had a problem during online sign-up. Who can I contact?

If your address didn’t appear in the drop-down list, please type in the full address and submit your application. WiredWest customer service will sort it out and get back to you. If you have other problems submitting your application online, contact Customer Service at 1-833-991-9378 or becket@wiredwestfiber.net

Customer Service

Where can I get additional 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:


     becket@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. WiredWest installers can help during your installation appointment if you get stuck. You can also call the WiredWest Tech Team at 1-833-923-9378 for additional support related to setting up your devices. 


We encourage you to do some research, decide what streaming plan(s) you want, and complete your initial streaming setup in advance of your WiredWest 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 WiredWest equipment at no charge. There may be an additional charge to address other issues. 

Miscellaneous

Can I share WiredWest by broadcasting Wi-Fi to my neighbors?

We certainly hope you’ll encourage your neighbors to sign up for their own service; but, no, sharing Wi-Fi outside of your household and its on-premises guests is a violation of the acceptable terms of use.

How fast is Becket Broadband/WiredWest?

Our Gigabit Home Internet Service offers up to 1,000 megabits per second for both upload and download, about half that speed if using Wi-Fi (wireless connections). By comparison Becket’s local DSL service tops out at less than 7 Mbps on a good day. With gigabit broadband you will always get the best speeds when your computer or other device is using a wired connection: an Ethernet cable connected to your WiredWest-provided router. 


Our Economy Internet Service offers up to 25 megabits per second for both upload and download, which meets the federal standard for broadband and may be adequate for some people, currently; but we expect that as high-definition video and other Internet services requiring high bandwidth become more common, a gigabit connection will be very useful—and at some point, perhaps, indispensable.

What does gigabit speed let me do?

Many customers are taking advantage of resources which require higher connection speeds, including Ultra High-Definition television (UHD), HD video calls, and multi-camera remote home monitoring. Even video streaming services like Netflix, Youtube TV, and Amazon Prime can benefit. Gigabit Internet allows customers to enjoy these various services in higher quality and without glitches or buffering. 

Are our connection speeds guaranteed?

No. But...


We are building a system that supports gigabit bandwidth. If subscribing to our Gigabit Home Internet service you can expect up to 1,000 Mbps for both upload and download. A wired speed test should report around 960 Mbps, and a wireless (Wi-Fi) test as much as 450 Mbps. 


Economy Internet customers can expect to receive close to 25 Mbps up and down, even over Wi-Fi, depending on several factors. 


Your actual speeds will be affected by the age and speed of your devices, the software you are using, the quality of your Wi-Fi connection  (if applicable), the server of the site you are visiting, and the overall volume of Internet and local traffic at any given moment. Wi-Fi connection quality depends primarily on physical barriers (walls, floors, etc.). 


As usage increases in the future, the town can add more capacity to our network without having to run new cables. 


Technical support is available at 1-833-923-9378 if you have any concerns about the speeds you are getting.

How reliable is WiredWest fiber?

Our fiber optic network is designed with reliability in mind. By design, the signal path that provides your service contains only a limited number of components that might break. That said, as with any outdoor facility, we are at the mercy of Mother Nature. While fiber optic cabling is stronger than other wires that are run on a utility pole, it is still subject to some risk. If there is a problem, WiredWest has dedicated repair teams standing by. Our goal is 99.99% uptime. 

What is Net Neutrality?

Net Neutrality means that content from one website has the same access priority (not higher, not lower) than content from any other website. Some Internet providers want to prioritize their own content at the expense of other sites. 

What will be Becket Broadband's approach to Net Neutrality?

Becket Broadband has adopted a policy of Net Neutrality. No Internet content will be prioritized differently than any other content in terms of subscriber access. 

What is a static IP address, and can I get one?

Your IP address designates your modem’s unique identity on the Internet. By default this address may change over time. A static IP address is an IP address that remains unchanged. This can be useful for small businesses that have web servers and other Internet resources that they publish from Becket. 


WiredWest can assign you a static IP address for a small additional monthly fee. Please contact Customer Service at 1-833-991-9378 to set this up. 

Will I have to change my email address? What is the best way to manage my old email address?

In most cases you’ll be able to keep your current email address(es), and you can continue using and managing email as you are now, with no changes at all. If you have a Gmail or other “forever” email address (Gmail, Yahoo, Outlook, etc.) you’ll continue to receive your email at this address. If your email is through your previous Internet service provider, you may be able to keep that, too, without continuing to pay for their service (if you’re currently paying a fee). You will need to contact them directly to be certain. 

How can I get a new email address?

We recommend using a free service like Gmail, Yahoo, or Outlook (you can find several other reputable, free email services if you do an online search). But if you prefer, the Whip City Fiber Tech Team can set up an email account for you. Just give them a call. 

What are my options for antivirus and protection from other types of malware?

Neither WiredWest nor Becket Broadband provides any kind of security for your devices, so you are solely responsible for protecting your devices from external threats. While some find the measures built into their computer's operating system to be sufficient, we suggest that some type of robust antivirus software be active on your computers, laptops, and tablets. One reputable option available for free download is available at www.avast.com.


Questions? Email the Whip City Tech Team at techsupport@wiredwestfiber.net or give them a call at 1-833-923-9378.