Once you submit a completed application, you will be added to a queue and contacted for an installation appointment based on when your area becomes available and the date on your application. Distribution network construction began in February 2021 and the first customers will be connected in late summer 2021. Construction is proceeding sequentially throughout town for all customers who applied for service and accepted installation by 5/31/2022. You can apply online here or by calling customer service at the number listed at the bottom of this page.
If you apply for service and accept installation by 5/31/2022 then standard installation costs (per the engineering design we have to connect your home) for existing, occupied structures will be subsidized up to $4,000 in accordance with the town policy. Requests after crews leave town may result in substantial delay in installation and may require the homeowner to cover all or a portion of the network extension, service drop, and interior installation costs. There is a minimum of a 6 month commitment for service, we hope you’ll keep the service for at least a year. We think you’ll find the service amazing and won’t ever want to cancel.
It’s easy! Complete and application online or call 413-485-1251 and one of our customer service representatives can answer any questions you have and complete your application over the phone. When installation appointments are available, the customer service team will contact you to schedule an appointment.
The person who signs up should be 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 in the rent or the unit is currently empty). 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 installation day since both the outside and inside installation involves work on the property and changes to the wiring and drilling through walls or floors. Thus, installation can only be approved by the property owner. If the property owner can’t be present on installation day, s/he can appoint someone who will be on site on installation day and be authorized to make decisions about the installation and pay for any upgrades. We encourage all renters and homeowners to discuss installation details and ongoing service before signing up.
NOTE: Homeowners/Landlords should make sure that their tenants sign up for service and accept installation by 5/31/2022 in order to take advantage of the subsidized standard installation. Otherwise, after the initial subscription period they will be responsible for the whole cost of installation. The landlord may wish to ensure that installation is done during the initial subscription period and then transfer the account to their tenant.
If your address didn’t come up in the dropdown box, please type in the full address and submit your application. Whip City Fiber customer service will be in touch with the Goshen MLP manager to help sleuth the problem. Once it is sorted out, we’ll get back to you.
If you have other problems submitting the application online, contact Whip City Fiber customer support by phone at 413-485-1251 or via email at customerservice@whipcityfiber.com.
Working directly with WCF customer service is the fastest way to solve your application problem.
If you signed up more than 7 days ago and still haven’t gotten your follow-up email, please check your junk email folder to make sure it didn’t get filtered out. Still not there? Contact Whip City Fiber at 413-485-1251 or customerservice@whipcityfiber.com to make sure you signed up and ask them to resend the follow-up email.
Goshen is providing installation subsidies of up to $4,000 for customers who apply for service and accept installation by 5/31/2022. For most homes in Goshen, these subsidies will cover the full cost of the interior and exterior installation. A standard installation includes the ONT installed in the basement and Cat6 cable to one WiFi router, usually installed on the first floor in a central location. Any installation beyond the standard will incur additional charges based on labor and materials. See the Goshen Drop Policy for full details.
Lifeline is a federal program that lowers the monthly cost of phone and internet for eligible low-income subscribers. Qualified customers will receive up to $9.25 applied directly towards their bill. You can use Lifeline for either phone or internet, but not both. FCC rules prohibit more than one Lifeline service per household.
To use this portal, you will need to be an active WCF customer. Otherwise, you can submit an application and choose to have the credit applied to your WCF service once you have been approved.
You can apply here if you are not a WCF customer yet.
Whip City Fiber is available in Goshen at $85/month for residential service which includes free equipment, Wi-Fi and standard installation.
There are no contracts for Whip City Fiber residential service because we are providing a great service which we believe you'll want to keep, but you’ll have to agree to the terms and conditions in the link here.
If you are having problems with your Whip City Fiber service, please call the Whip City Tech Team at 413-485-1204. They provide free 24-hour phone support. If we cannot fix a problem remotely, we will dispatch a technician although some visits may incur additional charges that will be discussed and approved by the customer and Whip City Fiber technical support. We always support Whip City Fiber equipment at no charge.
Customers receive the Optical Network Terminal (ONT) [like a cable modem] and Wi-Fi router at no charge with each account. Authorized account users that are living in the same residence and their guests will be able to connect multiple devices to the service.
We certainly hope you’ll encourage your neighbors to sign up for their own service but sharing WiFi outside of your household is a violation of the acceptable terms of use.
Whip City Fiber is the internet service provider (ISP) for Goshen. It is owned and operated by Westfield Gas + Electric in Westfield, Massachusetts. Goshen has chosen to work with Whip City Fiber because, as a municipal utility, they are not a for-profit enterprise.
Whip City Fiber (WCF) is serving many of our neighboring towns and has been our partner through the design and construction of the municipal fiber network. Joining the WCF network gives us access to their customer service and tech support teams, and helps us keep costs low.
Goshen runs on a data network which is constructed of optical fibers instead of the traditional copper wire or coaxial cable. Optical fiber is a hair-thin piece of glass that is specially designed to transmit light impulses. One small fiber can carry multiple signals at once and the signal does not degrade over long distances. Unlike coaxial cable, performance is not affected by interference or shared bandwidth. The fiber optic network provides high-speed access that runs at the speed of light.
Each year the use of the internet for applications and services is increasing. As high-definition video, telemedicine, distance learning, telecommuting, and other applications continue to evolve, only fiber technology provides the bandwidth to carry the heavy data load we expect to see. We're excited that our town can take advantage of this cutting-edge access which will support our community into the future.
Whip City Fiber is a community-owned company with a commitment to provide premium services to our customers. Our gigabit service is the fastest in town and our customer service is always on call. The revenues generated by Whip City Fiber in Goshen are reinvested locally to benefit the entire community.
If you are a current Verizon Digital Subscriber Line (DSL) customer, please DO NOT cancel your service until your Goshen service is working. You risk losing your existing internet connection if you cancel your account early. Also, if you are planning on “porting” your existing Verizon telephone number to the new telephone service, you will need to keep your Verizon telephone service active until Verizon completes the porting process. This can take as long as 3 to 4 weeks. If you cancel your Verizon service before the process is complete, you run the risk of losing your telephone number.
Whip City Fiber provides internet service. We do not provide television programming, but we offer amazing access to all streaming service providers. Many customers will subscribe to one or more streaming services (YouTube TV, Netflix, Amazon Prime, Hulu, etc.) for watching TV, movies, and sports over the internet.
You could save hundreds of dollars a year by transitioning from pay TV to online streaming video. This flier will help you get started.
Cutting the Cord: How to Stream Video with Whip City Fiber
Many local channels are available through a streaming service provider. Refer to each service’s website to review availability.
You may also be able to get local channels over the air with an antenna. Signal strength will vary depending on your home location. You can check your potential signal strength and channels at www.antennaweb.org by inputting your address information. Antennas range in price from $10 to $150, depending upon what channels you hope to get and how far away the stations are. You can purchase them at department stores or online.
Whip City Fiber offers Premier Phone Service for $14.99/month (or $59.95 as phone only without internet subscription). This service provides phone calls over the internet and is not the same as a traditional landline. It is not appropriate for use with medical devices or alarm systems. Premier Phone Service includes free long-distance calling in the US, Canada, and Mexico, 911 service, call blocking, voicemail, and more. You may also take your Ooma phone system with you while you are away and use it anywhere in the US if you have a connection to the internet.
In many cases, you won’t have to do anything. If you have Gmail or another “forever” email you’ll continue to receive your email. If your email is through your previous ISP (telephone company, such as Verizon) you may be able to keep that too. Comcast, for example, has a policy in place that allows you to keep your email accounts even if you do not purchase their service. You will need to check with your current provider to see if you can keep your current email address at no cost.
From their website:
As a former XFINITY customer, you can still use your Comcast.net email address if you logged into your account in the 90 days prior to disconnecting your service. Your email account will remain active as long as you access it at least once every nine months.
For additional information:
Using Comcast Email if You've Disconnected Your Service
We are offering 1 gigabit service which is up to 1,000 Mbps upload and download speed. Actual speeds may vary due to a number of factors including the age and speed of your equipment and which software and websites you are using. You will always get the best speeds when your computer or other device is using a hardwired connection.
Many customers take advantage of resources that require higher speeds and bandwidth, including streaming services (YouTube TV, Netflix, Hulu, and Sling), video calls, and ultra-high-definition (UHD) television. Whip City Fiber provides the speed for customers to use these services and other Internet resources without glitches or buffering.
A Wi-Fi router is included with residential service to provide wireless access to tablets, phones, gaming systems, and other devices in your home. You should expect speeds over a wireless connection to be approximately half of the wired speed.
We are building a system that supports gigabit bandwidth. We expect you will receive up-to 1,000 Mbps for both upload and download. A wired speed test should be around 960 Mbps and a wireless test, approximately 440 Mbps. Your actual speed will be affected by the age and speed of your devices, the software you are using, the server of the site you are visiting, and the overall volume of internet traffic at any given moment.
When you are connected to Goshen's network you will be able to check your speed with the speed test located in the very top menu on the homepage. The Whip City Tech Team is available at 413-485-1204 if you have any concerns about the speeds you are getting.
Whip City Fiber provides all the equipment you will need for service. You will receive an Optical Network Terminal (ONT) device which is a fiber optic modem and a router which will provide connection and WiFi for your home and devices. Both devices are provided at no charge and are supported and managed by Whip City Fiber.
Yes, but please be aware that there are benefits to having the Whip City Fiber router which is supported remotely by our Tech Team. Whip City Fiber does not support your own router and will not decrease your monthly bill.
VOIP stands for Voice Over Internet Protocol. This means that your phone signal and service are provided over the fiber network and internet rather than over the copper wires many of us grew up with. If you have ever used Zoom or Skype you have used this type of voice service.
In many parts of Western Mass, the landline provider has chosen not to continue support for the copper based service. With fiber optic internet, you have the option to add VOIP phone service to your account.
The VOIP service travels across the fiber optic network to the internet rather than over copper lines. This provides reliable and low-cost service with many bells and whistles including:
– You can keep your previous phone number or get a new one.
– Unlimited local and long distance including service to Mexico and Canada.
– Block pesky telemarketing calls and you can block other unwanted calls as well.
– Call forwarding
– Voicemail-to-email
– Caller ID
– Much, much more!
Premier phone service works best with cordless phones that have a main base station and additional units to place around the home. You will have the best performance if the phones are a newer model (less than 5 years old). In our experience, older phones may experience distortion, echos, and feedback which are alleviated by using a newer model.
Our technicians will not tie the Telo into any previous wiring in your home. For best performance, we recommend using phones with a main base handset with additional units (less than 5 years old).
Our technicians will work with you to transfer or "port" your phone number to our service. During this time, a temporary number will show up as your caller ID when you make outgoing calls. Your phone will remain connected to the original landline while your number is being ported.
– Please DO NOT cancel your previous phone service until you are certain that your number has successfully ported or you will lose your phone number.
– During this period it is VERY IMPORTANT that you watch your email for confirmation that the porting is complete or communications about any possible issues which need to be resolved.
– If you have a second stand-alone phone, you may want to plug it into the Telo device right away. When porting is complete, your calls will ring on that phone and you won't miss any incoming calls.
– When you receive an email confirming that your number has ported, your phone base will need to be plugged into your newly installed Telo device for you to receive calls.
– You can always reach out to the Whip City Tech Team for assistance at 413-485-1204.
Our VOIP system is not designed to work with medical devices. We encourage you to discuss other options with your provider.
You should discuss your alarm system with your alarm system company. Our VOIP system is not designed to work with these systems and Whip City Fiber is not able to support any alarm system issues.
There are two important things to know about 911 service with your VOIP service.
– You will register the 911 address when the device is installed. If you ever move the device to another address it is CRITICAL that you update the address for emergency response.
– If the power or internet is out, you will lose all phone function INCLUDING 911. Please review the information under Outages to make sure you are prepared.
Your internet service needs the fiber network and electricity to work. Your town's network has invested in a back up generator to keep the internet working even if power is out in town but you will still need a source of power at your home to use your internet and phone service including 911.
There are three devices which will all need power to keep things working during an outage:
– The ONT (generally in the basement)
– The router (often on the first floor)
– The Telo device and your phones
You should plan for these devices to be on a circuit which is served by your generator or power them each with a battery back up or uninterrupted power source (UPS) available online or at local big box stores.
In the event that the internet is down (either the drop to your home or a larger scale outage), you will not have phone or 911 service until it is restored.
Ideally, once power is restored, your internet service will come back up on its own. If not, there are a few things you can check.
– First, it may be that the fiber network has been damaged, either in your town or at your home. If we are aware of the outage, we do our best to post a banner at www.whipcityfiber.com on the homepage for your town.
– If there is damage at your home, please contact us at 413-485-1204 to report the issue.
– Please check that any power strips or GFCI outlets for your devices have been reset after your power outage.
– To get your service up and running, you may need to refresh the devices in your home. We recommend you begin by unplugging power from all devices and then powering them up in this order:
– Starting with the ONT (white device, generally in the basement), leave unplugged for 60 seconds, then plug it back in.
– Next, plug in your router (black device, generally on the first floor).
– Finally, if you have VOIP phone service, plug in the Telo device (with the flower light). You may need to do the same with your phones as well.
You may want to check out our Help Center for additional information.
As always, we welcome your call to the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.
The reliability of VOIP services is dependent on a number of factors. No system is 100% reliable, due to planned provider service outages, weather, traffic accidents, etc. Power and internet access are both necessary for the phone to work. If power is out and you do not have a generator or other sufficient back up power, internet and phone service will not operate until the power is restored.
The Whip City Tech Team at 413-485-1204 is our front line when you need a little extra help. They are available for free phone support 24 hours a day. If we cannot fix a problem remotely, we will dispatch a technician although some visits may incur additional charges that will be discussed and approved by the customer and Whip City Fiber technical support. We always support Whip City Fiber equipment at no charge. The Whip City Tech Team can provide phone support on issues including setting up devices, transferring email, and streaming video.
This fiber optic network is designed with reliability in mind. By design there are a limited number of components in the fiber path to your home which might break.
That said, as with any outdoor facility, we are at the mercy of Mother Nature. Fiber optic cabling is similar to any wire that’s run on a utility pole and subject some risks. Our goal is 99.99% uptime.
Generally, a standard installation includes the ONT installed in the basement and Cat6 cable to one WiFi router, usually installed on the first floor in a central location. Any installation beyond the standard will incur additional charges based on labor and materials from a verbal quote by Whip City Fiber customer service.
Most customers plan to use Whip City Fiber to set up streaming video on their television (cost for your choice of streaming service are not included and are based on each streaming service’s fee schedule). Many devices (Roku, Apple TV, Amazon FireStick) will allow you to watch TV and movies over the internet. We encourage you to do some research and complete the initial set up before your installation. Our installers can help when they are at your appointment if you get stuck. You can also call the Whip City Tech Team at 413-485-1204 for additional support with setting up your devices. Visit out streaming page to learn more about popular services.
Goshen’s Internet and phone network rely on fiber-optic cable, not copper, wires to transmit data. If you have a traditional home alarm system and plan to switch your telephone service to Ooma, or any other Internet phone service (known as VOIP), you need to change your alarm system BEFORE you change your telephone service. VOIP telephone systems are designed for voice and not for alarms or medical devices.
Call your alarm system monitoring company now and tell them you need to switch to cellular and/or Internet alarm monitoring. (To maximize your alarm system’s reliability, you may choose to have both types of connections.) If they don’t offer those services, you will have to find a provider that does handle this technology.
If you have a reliable cellular phone signal at your home, that may be your least expensive option—and you may even be able to switch your alarm system over to a cellular connection before your new Internet connection is installed. If you intend to port your primary telephone number to Ooma, be sure to discuss it with your alarm company so they can complete your alarm upgrade before your copper phone lines are disconnected.
If your home does not have good cellular reception, you may need to use Internet monitoring over the fiber-optic network. The town’s central fiber-optic network equipment has battery backup and a standby generator, and it will stay up even during lengthy power outages. To ensure an uninterrupted connection for your Internet alarm monitoring, however, you will need to do several things at your home:
Provide backup power for the equipment in your home by installing an Uninterruptible Power Supply (UPS) for both the “ONT” (about 10 watts) and the “router” (about 30 watts). Your alarm company may be able to help you choose appropriate UPS models.
Upgrade your alarm panel to include an Internet-digital fire alarm communicator with an Ethernet port that connects to the router.
Contract with an alarm monitoring service that supports Internet alarm monitoring.
If you have more questions about your alarm system, call your alarm company. If you have question about your Internet connection, call Whip City Fiber. As Goshen's chosen Internet service provider, they are paid to deliver Internet and phone services; provide customer service and support before, during, and after the sign-up process; and to provide technical support 24 hours a day, 365 days a year. For customer service call (413) 485-1251 (M-F 8 a.m. to 4 p.m.) or email customerservice@whipcityfiber.com; for tech support call (413) 485-1204 or email techsupport@whipcityfiber.com.
If your electric service is already overhead your fiber will be too. If your service is underground, a DigSafe will be scheduled. When DigSafe has successfully identified the location for your underground path, we’ll use a minimally invasive process to bring the wire from the street to the house. Our crews are professionals and will restore your lawn as close as possible to the way it was before. We want happy customers and we stand behind our restoration work.
Yes, we will need to have access to the inside of your home to install fiber. We will offer various times for appointments to accommodate the time that works best for you. There is a $150.00 charge for missed appointments.
Most likely. These holes are typically ½” or less. We will work with you to minimize the need for drilling and coordinate an agreed upon route prior to beginning our work.
Yes. If you want to have fiber connected to your home in order to be ready for possible future activation, you can sign up for a drop, but you will have to pay the entire cost of installation. This ranges from around $650 to several thousand dollars depending upon the distance from the road and type of installation. You can get an estimate from Customer Service.
Installations may be made only in existing occupied structures such as houses or studios/offices that have electrical service. Once a structure is finished, you can request service.
Internet subscription through your MLP does not provide anti-virus or anti-malware protection. The customer is responsible for providing this protection for all their computing devices. These days so many parts of our lives are linked to the digital world that it’s especially important to connect to the internet safely. We suggest you install an antivirus software on your computers, laptops, and tablets.
Questions or information on reputable options? Email us at techsupport@whipcityfiber.com or give us a call at 413-485-1204.
Our goal is excellent and reliable service but sometimes Mother Nature has other ideas. Any time your service is not working, for quickest response, we ask that you contact the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.
Outages and other technical issues will be addressed most quickly when sent to the Tech Team and not Customer Service which does not have 24 hour coverage.
If there is a simultaneous power outage in your area, our technicians have to wait until that is resolved before we can address any internet outage. Rest assured that our teams are keeping tabs on the activity in the area and will respond as soon as it is safe.
If it is only an internet issue, then our teams will address this in the office and in the field. We will do our best to provide updates to customers as we learn more information. When service has been restored, we know that some customer’s service won’t come back up on it’s own. If you believe that an outage has been resolved but you are still having problems, we ask that you contact the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.
Ideally, once power is restored, your internet service will come back up on its own. If not, there are a few things you can check.
First, it may be that the fiber network has been damaged, either in your town or at your home. If we are aware of the outage, we do our best to post a banner at www.whipcityfiber.com on the homepage for your town.
If there is damage at your home, please contact us at 413-485-1204 to report the issue.
Please check that any power strips or GFCI outlets for your devices have been reset after your power outage.
To get your service up and running, you may need to refresh the devices in your home. We recommend you begin by unplugging power from all devices and then powering them up in this order:
Starting with the ONT (white device, generally in the basement), leave unplugged for 60 seconds, then plug it back in.
Next, plug in your router (black device, generally on the first floor).
Finally, if you have VOIP phone service, plug in the Telo device (with the flower light). You may need to do the same with your phones as well.
You may want to check out our Help Center for additional information.
As always, we welcome your call to the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.
First, we always want you to assume that a downed “wire” is dangerous. What you think is a fiber drop could be a hazardous electrical line so please stay away.
For quickest response, please report your downed drop to the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.
Your phone from Whip City Fiber runs over the internet. If internet access is interrupted, your Voice-Over-IP-Phone (Ooma) will not work. If only the power is out and you can provide generator power or an uninterrupted power source (UPS) to the ONT, router, and Telo device then your phone will continue to work.
We know that there is limited cell service in many hilltowns so we encourage you to plan for this limitation of your VOIP phone service.
If you plan ahead, an Uninterrupted Power Supply (UPS) can be a temporary solution to keep your service working during a power outage. Customers can purchase a UPS battery online or at retail stores where other computer/office supplies are sold. When looking for the right UPS for you, it's important to note that both the ONT and router will need to be powered by a UPS to continue service. In addition, if you are a VOIP phone customer, your Telo device and your phone base(s) will also need to be connected to power to maintain service during a power outage.
You can learn more about UPS batteries here.
With no paper bills, the customer portal is an easy and convenient way to manage your account online. With your first bill, you will receive an email to access your account portal. Here you can view and download bills, make a one-time-payment, or setup autopay, all in the comfort of your home. Watch our video to get you started!
Customers are allowed to temporarily suspend internet service, which means they can request (via Whip City Fiber customer service) that their internet service be shut off, while maintaining an active account within the following provisions:
You may NOT temporarily suspend for less than 91 days.
You may temporarily suspend for a period from 91 through 180 days and you will be charged a $150.00 reconnect charge.
You cannot temporarily suspend for more than 180 contiguous days.
If a suspended customer does not reinstate their service within 180 days of the suspension date, their account will be deactivated.
Customers are not allowed by the Ooma phone service provider to temporarily suspend phone service if they wish to keep their phone number. Customers may choose to be charged $14.99 (plus taxes and fees) to keep their phone number. Customers can take their phone equipment and connect, via the internet, from another location in the US, while they are away, and use that phone number. If you move your phone device to 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.
You can cancel your service (but we hope you won't!) with a simple phone call to 833-WCF-CALL (833-923-2255). For most customers, we recommend keeping the equipment at your home. If you choose to return the equipment, you can mail it back to us. Please fill out the Equipment Return form and include it in your shipment.
