Chat with us, powered by LiveChat

Who to Contact, UTOPIA Fiber or Your ISP?

June 25th, 2020

UTOPIA Fiber is a community-owned fiber optic network that supports open-access and promotes competition in telecommunication services. Because we are an open-access municipal broadband network, we do not (and cannot) provide Internet services. Instead, we provide your fiber backbone and infrastructure and then allow you to choose from a variety of Internet service providers (ISPs) on our network. There are currently 12 residential ISPs on our network.

As a UTOPIA Fiber customer, you will have two separate companies working together to provide your lightning fast speeds. This can be confusing to new customers; we understand it’s not what you’re used to, and we want to make things easier on you! So, in the unlikely event that you experience an outage or have problems with your service, here is a breakdown of who you should contact and how.

Sign up

Contact us to sign up. You can do so by signing up on our website or calling our support number at (801) 613-3880. Once you sign up with us, you will pick one of the 12 ISPs on our network. We cannot recommend an ISP to you due to the fact that we work with all of our ISPs and must remain neutral on recommending one over the other. To help with your decision, we have a page on our website with each provider’s Google ratings and reviews. You can also check out this blog post about what sets our ISPs apart.  

Service Issues

Red light on your UTOPIA Fiber device

Contact us, a red light on your ONT means that there is no connection from ONT to fiber line. If you see this light, there is likely damaged to your fiber line or something is preventing your ONT from connecting to your fiber line.

Service outage

Outages are rare on our end, but if we ever have them, we will post updates on our social media accounts, so be sure to follow us on Facebook and Twitter. We also recommend following your ISP’s social accounts as well. If we haven’t posted about an outage power cycle your device and if you still are experiencing issues, contact your ISP. We provide your fiber backbone, but your ISP provides your actual internet connection. They are able to troubleshoot with you and help pinpoint the problem. If the problem is on our end, they will be able to consult with our Network Operations Center to fix the issue.

Inconsistent or slow speeds

Contact your ISP. Because your ISP provides your speeds and service, they will be best able to help you with issues regarding your speeds. If you are unhappy with your speeds and your ISP is not able to solve the issue keep in mind that you always have the ability to switch Internet service providers at any time (though you may need to pay a $35 fee to change providers).

Repairs or construction damage

Contact us right away if you notice any damage our crews have caused during your install or preliminary construction. We take any construction damage very seriously and will make sure it is repaired within 24 hours. You can email, call, or reach out to us on socials and we will send someone out to repair the damage as soon as possible.

Billing

This one is pretty straight forward. If you have a question regarding your UTOPIA Fiber bill, contact us. If you have a question about your ISP bill, contact your ISP. Just remember, you will pay two separate bills each month. One bill to your ISP for your internet speeds (the cost of this will depend on which ISP and service plan you pick) and $30 to us to lease our fiber and infrastructure. Two separate bills, two separate payments.

Switching Internet service providers

You can switch from one ISP to another by contacting your service provider directly or by contacting us. Keep in mind, each time you switch providers, you could be subject to a $35 provider change fee.

Upgrading speeds

You can reach out to either us or your ISP to upgrade (or downgrade) your speeds. Check out our residential pricing page to see how much it costs to upgrade to a gig!

How to contact us

Customer service hours: Monday-Thursday 8am-6pm, Friday 8am-5pm, Saturday 10am-4pm.

Phone: (801) 613-3880

Email: support@utopiafiber.com

Socials: Twitter, Facebook, Instagram

Chat: Chat with us by going to our website and clicking the chat icon in the bottom right hand corner.

How to Contact Your ISP