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Self-Service Tips for Long Wait Times

August 27th, 2020

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We have been seeing longer than average hold times for our phone support since the COVID-19 pandemic hit. More people are online during the day working and learning from home, and in turn, more help is needed to troubleshoot Internet issues. Here are some basic tips and tricks that can you can try before calling in or while you are on hold to speak with one of our representatives.

First things first, don’t change ports or hard reset your UTOPIA Fiber device, or tamper with your yellow fiber line! This can cause damage and will require a technician to come out and repair it. The best first step for you to take if you are experiencing Internet issues is to check out the troubleshooting page on our website. If you have any questions about your service, we recommend you read through our FAQs.

TIP: The best way to reach us is to utilize the chat function on our website, which allows our customer service team to help multiple customers at once. To do so, go to our website home page and click the chat icon in the bottom right-hand corner.

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Quick Fixes to Our Most Commonly Asked Questions

Service issues

First, confirm your power and CAT5e cables are plugged. Then, unplug your router (NOT your UTOPIA Fiber provided ONT/Modem) for a few minutes and plug it back in. Unplugging your router solves 99% of Wi-Fi issues!

Service outage

Outages are very infrequent 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.

Inconsistent or slow speeds

First, you will want to perform a speed test while directly connected to your UTOPIA Fiber device (we walk you through how to do this on our troubleshooting page under “Speed Tests”). If you still have slow speeds, the best way to address them is to contact your ISP. Your ISP provides your speeds and service and will be best able to help you with any speed issues.

Red light on your UTOPIA Fiber device

A red light on your ONT means that there is no connection from your ONT (AKA modem) to your fiber line. If you see this light, there is likely damage to your fiber line or something is preventing your ONT from connecting to your fiber line. You’ll want to chat with us on our website so that we can repair this issue.

Billing Issues

First, make sure your payments to us are up to date by going to your My Account page. Then, check to see if your ISP account is up to date on payments. Contact information for each ISP can be found at the bottom of this page. As a reminder, you will pay two separate bills each month. One bill to your ISP for your internet speeds, and one bill to us to lease our fiber and infrastructure. Two separate bills, two separate payments.

Paying your UTOPIA Fiber bill online

You can pay your UTOPIA Fiber bill online by using our ePay online payment system. If you have any questions about ePay, check out this blog post where we explain how to pay your bill on ePay, set up autopayments, and more.

How to register your ePay account:
  1. Check your email for an email from support@utopiafiber.support. This email is sent to customers after they sign up and will contain all the registration information you need for ePay.
  2. Click the link in the email and select “Register” on the ePay home page. You will be prompted to enter your customer number and activation code (found in registration email) and your email address.
  3. Once you enter that information, you will receive a second email that will send you a link to create your password and username.
  4. Create your username and password (remember to write these down somewhere) and sign in.

How to contact us

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

Chat: Chat with us by going to our website and clicking the chat icon in the bottom right-hand corner (this is the fastest way to get in touch with a representative).

Phone: (801)-613-3880

Emailsupport@utopiafiber.com

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