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Residential FAQs

What is UTOPIA Fiber?

UTOPIA (Utah Telecommunication Open Infrastructure Agency) Fiber is a group of 11 Utah cities that joined together in 2004 to build, deploy and operate a fiber to the home (FTTH) network to every business and household within their communities. Using an active Ethernet infrastructure and operating at the wholesale level, we support open access and promote competition in all telecommunications services.

What are fiber optics?

Optic fibers are hair-thin, flexible strands of glass through which light beams can travel. The strand functions as a waveguide, or “light pipe” to transmit light between the two ends of the fiber. Fiber can handle basically an infinite amount of speed, allowing us to offer high speeds at a low cost. The incumbent telecom providers rely, at least in part, on copper wire technology, which limit their ability to provide faster speeds.

What are the benefits of fiber optics?
  • The fastest internet on the planet. Residential lines enjoy speeds of up to 1 Gbps, while business lines can reach up to 100 Gbps!
  • Consistent, parallel speeds. That means when you sign up for a 250/250 connection, you’ll get 250 Mbps upload and download—increasingly important in our cloud-computing, on-line world.
  • A dedicated line. You don’t share your line with other subscribers, so you’ll enjoy all the bandwidth you need.
  • “Future proof.” Fiber optics can handle immense amounts of data, which means it can power applications we haven’t even thought of yet.

For more information on the benefits of UTOPIA Fiber, check out our handy infographic.

How is UTOPIA Fiber different?

Visit the UTOPIA Fiber Difference page to learn what sets us apart.

What ISP’s can I use with the UTOPIA Fiber Network?

All our ISP’s are local and include:

  • Beehive Broadband
  • Brigham.net
  • Fibernet
  • Infowest
  • Intellipop
  • Senawave
  • Sumo Fiber
  • Veracity Networks
  • Voonami
  • XMission

Because our network is open, Comcast and Centurylink are welcome to join, but have elected not to participate at this time. To see the full list and learn more about the local providers we partner with, visit our ISP Page.

How do I switch service providers?

You can switch by contacting a service provider directly or by contacting UTOPIA Fiber at 801.613.3880. Keep in mind, each time you switch providers, you could be subject to a $35 provider change fee.

Where is UTOPIA Fiber?

UTOPIA Fiber is building its high-speed fiber optic network in a growing number of Utah communities. UTOPIA Fiber cities:

  • Brigham City
  • Centerville
  • Layton
  • Lindon
  • Midvale
  • Morgan City
  • Murray
  • Orem
  • Payson
  • Perry
  • Tremonton
  • West Point
  • West Valley City
  • Woodland Hills

For maps of availability, click here

How much is a monthly bill?

Most service providers charge approximately $35 per month for 250/250 Mbps and around $50 for 1 Gbps. UTOPIA Fiber charges $30 per month for our fiber and infrastructure. The average total cost of a 250/250 Mbps data connection is $65 per month and $80 for 1 Gbps. Click here for our ISP pricing. Keep in mind, there are no taxes, install fees, or upfront costs.

I’ve signed up for service, how long until I’m connected to UTOPIA Fiber?

Your contract for installation and services will be processed within 1 business day. Once paperwork has been processed, a customer service representative will call to schedule your install. For an underground installation, you will be scheduled at least 9 business days out to provide enough time for blue stakes and our conduit crews to have everything prepared. For an overhead installation, depending on availability you could be scheduled as soon as the next day.

Can my services be transferred to another home?

The fiber line we install into your home stays with the home; therefore, your fiber line cannot be moved. You’ll just need to cancel your current services with no penalties. If the home you are moving into is available for services, you can sign up again.

I signed up for a 1-Year Lease Agreement. What happens if I cancel early?

As of September 3, 2019, we no longer offer a 1-Year Lease Agreement. Everybody who signed any type of 1-year contract before that time will automatically be switched to a month-to-month agreement. This means if you cancel during your 1-year contract terms, there is no longer any penalty to you.

Will any of my month-to-month payments go towards purchasing the fiber connection in the future?

Unfortunately, no. We no longer offer the option to purchase the fiber connection.

Will my ISP have any contract terms?

This depends on the ISP you choose as well as which products you decide to go with. You will need to contact your ISP directly for their exact Terms & Conditions, but you can see basic terms of service here: ISP Terms of Service

What is a UTOPIA Fiber home installation like?

Click here to learn more about the installation process.

I’m not getting the speeds I signed up for. What do I do?

We are currently working on a Troubleshooting Page; however, UTOPIA Fiber does not provide the internet, just the actual fiber line, infrastructure and equipment, so you’ll need to reach out to your specific ISP and they will be able to walk you through some troubleshooting tips.

When will UTOPIA Fiber be available in my neighborhood?

You can see a list of all build-out timelines as well as maps of availability for all our member cities here: Build-Out Timelines

I live in an HOA, can I still get service?

This depends on the HOA. Since these are private roads, we cannot build or service the homes in that area unless the HOA board allows us to. We recommend reaching out to your HOA president or management and encourage them to contact us to go over options. If your HOA would like to schedule a time to meet with us, they can contact our Marketing Manager, Alexis Richards at arichards@utopiafiber.com.

I live in a non-member city. How can I get service?

It is up to each city if they would like us to build there or not. We recommend reaching out to your city council members and expressing your interest as they will be the ones to decide if we build there or not. You can also fill out your information at www.givemeutopiafiber.com. This helps us show each city how much demand is in their area.

Installation FAQs

Click here to learn more about the installation process.

How will you run the fiber? What is the process for both types of installation?

Each potential UTOPIA Fiber address has been previously engineered and assigned as overhead or underground. How we run our fiber into your home typically is determined by how the power enters the home. Overhead Installation: If your utilities run from power poles into your home, our crew will typically follow those power lines as well. Simple as that. Your installation can be scheduled as early as the next day depending on availability. Underground Installation: Two different crews will do the install in two steps. The first crew will trench and install conduit prior to the services installation. You do not need to be home for our crews to install conduit in your yard. The second crew will run the fiber from the UTOPIA Fiber box through the conduit to the inside of your home, usually through the cold air return, and install any necessary equipment in your home. They will also test your speeds to make sure everything is running smoothly and set up correctly. You can check out some installation videos on our YouTube channel at www.youtube.com/utahfiber.

What equipment will be installed in my home and where?

An ONT (Optical Network Terminal) is the only standard equipment that we install. If you order telephone service, a Telephone Adapter (TA) will also be installed. The only requirement is that we install the equipment near a power source. Aside from that, we recommend that it is installed out of the way, where it cannot be easily tampered with or damaged, but is still accessible to you or a technician. The ONT is mounted to the wall. Many times, we install in utility rooms, garages, and home offices. The inside equipment covers roughly 16 x 12 inches.

How many lines will be run in my home?

1 fiber line will be run into each home. Standard installation includes 1 port for data, 1 port for phone, and 2 ports for video if those services are purchased from the service provider. Additional data drops/ports are not provided. Additional CAT5E cables are provided at $60 per cable. Standard installation does not include any wall “fishes”.

What type of cable is used?

We use CAT5E wiring on the inside of your home. If you have your own CAT5E cable, our technician can test it to see if it is usable.

What are the specs of the conduit used?

You can find a diagram of our conduit specs here.

What is the installation process if I already have UTOPIA Fiber equipment in my home?

Since your home already had fiber running to it in the past, you will most likely not need any work done outside of the home. If we can reach your equipment remotely, you may be able to sign up the same day. If we cannot reach your equipment remotely, a UTOPIA Fiber technician will come to your home and check if our fiber is still intact and replace any equipment if needed. This can be scheduled as early as next day, depending on availability.

When should I cancel my current services?

We recommend that you wait one business day AFTER installation to cancel your previous services, so that you can verify your new services are working correctly. Neither UTOPIA Fiber, nor your new provider has the authorization to cancel services with your previous provider. You, as the customer, must cancel them. IMPORTANT NOTE: If you are porting a number and you cancel services prior to your number porting, you will lose your number.

Do I need a wireless router? What type of router do you recommend?

If you want Wi-Fi running throughout your home, you will need a wireless router. UTOPIA Fiber does not provide routers so you will need to provide your own. For best results and to maximize your bandwidth, we recommend routers from Netgear and Linksys. For a list of specific recommended routers, click here. Be sure to purchase a router capable of handling at least 1Gbps of speed.

When should I expect my first bill?

After your installation is complete, you will be receiving two bills every month. One from UTOPIA Fiber and one from your ISP. Typically, you will receive your first bill from your ISP about a week after installation; however, each ISP bills differently. You will need to contact them directly for their billing terms. Your first bill with UTOPIA Fiber will be sent the first of the month following the installation. All UTOPIA Fiber bills will be sent to the email address you provided when you signed up, unless you have specifically requested a paper bill.

Who do I contact if I have any questions?

If you have questions before or during your installation, contact our Customer Service Department at 801-613-3880. If you have questions after your install, contact your ISP. They will be able to assist you with any issues you may be experiencing. You can find their contact information here.