Check out these frequently asked questions, but if you can’t find what you’re looking for or need to talk to a human, we’re here to talk. Get Help
Whip City Fiber is high-speed internet service delivered across a fiber optic network directly to your home or business. Our fiber optic technology provides upload and download speeds of up to 1 gigabit per second—that's 1,000 Mbps. Our goal is to serve all of Westfield in 2025. Whip City Fiber is powered by Westfield Gas + Electric (WG+E).
Whip City Fiber is a data network which is constructed of optical fibers instead of copper wire or coaxial cable. Optical fiber is a hair-thin piece of glass that is specially designed to transmit pulses of light. 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 Whip City Fiber 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. As your local utility, we're excited to bring Westfield the cutting-edge access which can support the community in the future.
Starting over 20 years ago, Westfield Gas + Electric built and expanded a fiber network in Westfield for our internal communication needs. Up until 2015, it has been used to offer communication services to Westfield businesses and municipal departments. In the fall of 2015 we ran a successful pilot of Whip City Fiber to bring service to a pilot area of residential and commercial customers. With the support of a $1.5M bond from the city we built the network in 2 year.
Have you seen the internet? It has many amazing and wonderful resources and has created an ever-increasing demand for quality high-speed access. Fiber optic service can provide the bandwidth that growing business and personal internet use will require. With most of the infrastructure already in place, we’re using our resources to bring Whip City Fiber to additional customers in Westfield.
We are a community-owned company with a commitment to provide premium services to our customers and neighbors. Our gigabit service is the fastest in town and our local customer service is always on call. The revenues generated by Whip City Fiber are reinvested locally to benefit the entire community.
It’s easy! If service is offered in your area, you can apply online or call 413-485-1251 for Customer Service to complete an application with you over the phone. Even if service is not being installed in your area yet, go ahead and complete and application to secure your place in line for service. When service is available in your area we'll let you know!
Whip City Fiber services terminated for non-payment will be restored within 48-hours upon receiving payment in full via CC/Cash/Bank Check. An administrative Fee up to $49.95 will be added to your account prior to restoration.
Reconnection of service must be authorized by the Credit Department. Administrative Fees will be charged as follows:
• Normal Working Hours $19.95 (Monday - Friday, 8 a.m. – 5 p.m.)
• After Hours/Weekends/Holidays up to $49.95
Whip City Fiber offers two seasonal disconnect options for customers who will be away for between 3 and 6 months.
1. For customers who do not have phone service or do not wish to keep their phone number there is no charge. Upon their return, the customer should provide WCF with 48-hour notice to reconnect service.
2. For customers who have Whip City Fiber phone service and wish to keep their phone number, we can provide a soft disconnect of services while reserving your phone number during this period. A fee of $5.95 (subject to change based on services and taxes) per month will be billed to the account at reactivation. Upon their return, the customer should provide WCF with 48-hour notice to reconnect service at no charge. Regular monthly internet and phone service fees will begin upon activation.
We are offering service at 1 gigabit per second which is up to 1,000 Mbps upload and download speed. It's the fastest internet you can get in Westfield and offers plenty of bandwidth to support a house-full of teens or a busy business. Actual speeds may vary due to a number of outside factors including the speed of your equipment, the websites you visit, and the software you're using. You will always get the best speeds when your computer or other device is using a hardwired connection.
Many customers are taking advantage of resources which require higher speeds and bandwidth, including streaming services (Netflix, YouTube TV, etc.) and Ultra High-definition television (UHD). Whip City Fiber provides the speed for you to use these services and other internet resources with out glitches or buffering.
Whip City Fiber is the fastest internet in Westfield, hands down. One gigabit speed upload and download can’t be beat whether you’re checking email, working from home, or entertaining the family. Look at these comparisons to cable and DSL.
A WiFi router is included with residential service to provide Whip City Fiber to tablets, phones, gaming systems, and other devices in your home. We also offer WiFi service to our commercial customers who are interested.
We have built a system that supports gigabit speeds and more. Depending on many factors, you will receive up to 1,000 Mbps for upload and download. Your actual speed will be affected by the capability and age 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. The Whip City Tech Team is available at 413-485-1204 if you have concerns about the speeds you are getting.
We are pleased to offer community-minded pricing with exceptional speed and reliable service. Whip City Fiber gigabit service is available at $69.95/month for residential service which includes free WiFi, free equipment, and free standard installation. Additional charges may apply for custom residential installations.
Business service is available starting at $89.95/month. A commercial custom installation is $79.95/hr + materials. Call us for a free assessment at 413-485-1251.
There are no contracts for Whip City Fiber residential service because we are providing a great service you’ll want to keep. Business contracts are available for either two or three years.
There is no charge for standard residential installation which includes a first floor or basement connection at your home.
Business service will be run into the central communication location (in most cases). With a custom installation, additional charges may apply. Call us for a free assessment at 413-485-1251.
We are committed to keeping your service up and running! If you are having problems with your Whip City Fiber service, please call the Whip City Tech Team at 413-485-1204. In our experience, most issues can be resolved over the phone.
You will be advised if you have a more complex problem which would incur a service charge. Repairs for damage caused by customer: $75.00/hr + materials and after hours $125.00/hr + materials.
Whip City Fiber equipment is provided at no cost. Customers receive one Optical Network Terminal (ONT) [like a cable modem] and a WiFi router at no charge with each account. Authorized account users who live in the same residence and their guests will be able to connect multiple devices to the service.
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 Whip City Fiber customer. Otherwise, you can submit an application and choose to have the credit applied to your Whip City Fiber service once you have been approved.
Whip City Fiber is pleased to be offering Premier Phone service to our residential customers. For $12.95/month you will have unlimited local and long distance calling in the US, Canada, and Mexico. We will help you switch over the phone number you have today. Service includes voice mail, call blocking, a second number (if you like), caller ID, three-way conferencing, and more. There are also affordable international plans which you can review.
Please contact us if you are interested in a business phone plan at 413-485-1251.
Whip City Fiber provides gigabit internet service which offers amazing access to all streaming service providers. Many customers access local channels, TV shows, movies and sports with a subscription to one or more streaming services. If you need help getting set up to watch TV over the internet with Whip City Fiber, give the Whip City Tech Team a call at 413-485-1204.
Most live streaming services offer local channels. To see what channels are available in your area visit your streaming service's website and enter your zip code to see the line up.
Another option for local stations is over the air with an HD digital antenna. Signal strength may vary depending on your home location. You can check your potential signal strength and channels by visiting www.antennaweb.org and putting in 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. Antennas are available for purchase at department stores or online.
Many customers find that if they use a streaming service, like Netflix or Hulu, there’s no need to DVR to watch your shows whenever you choose. Some streaming services including YoutubeTV and Sling offer DVR services as part of their package. If you want to DVR over-the-air broadcasts, you will need to purchase a digital video recorder that can be used with over-the-air television antennas.
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 internet service provider (ISP) you may be able to keep that too.
For example, Comcast has a policy in place that allows you to keep your email accounts even if you do not purchase their service. From their website: As a former Xfinity customer, you can still use your Xfinity Email address if you logged in to your account using the Xfinity Email website in the 90 days prior to disconnecting your service. Your email account will remain active if you access it using the Xfinity Email website at least once every nine months.
For additional information: Using Comcast Email if You've Disconnected Your Service. You may review the document below for additional information about switching or transferring email addresses.
VOIP stands for Voice Over Internet Protocol. This means that your phone service is 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.
The VOIP service travels over the internet rather than over copper lines. This provides reliable and low-cost service with many bells and whistles including:
• Keep your previous phone number or get a new one.
• Call forwarding
• Voicemail-to-email
• Caller ID
• Unlimited local and long distance including service to Mexico and Canada.
• Block pesky telemarketing calls and you can block other unwanted calls as well.
• 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 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.
1. 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.
2. 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. Our network has 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:
1. The ONT (generally in the basement)
2. The router (often on the first floor)
3. 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 a damaged 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 town or at your home. If we are aware of the outage, we do our best to post a banner at whipcityfiber.com on the homepage.
• If there is damage at your home, please contact us at 413-485-1204 to report the issue.
• To get your service up and running, you may need to refresh the devices in your home:
1. Starting with the ONT (usually a wall mounted device in the basement), find the power cord and unplug for 60 seconds, then plug it back in.
2. Next, power cycle your router (generally on the first floor) by unplugging it for 60 seconds and plugging it back in.
3. Finally, if you have VOIP phone service, unplug the Telo device (with the flower light) for 60 seconds and plug it back in. You may need to do the same with your phones as well.
Check out our Help Center for additional information. As always, we welcome your call to the Whip City Tech Team at 413-485-1204 any time you are having trouble with your service.
DOWNLOAD OUR BEST PRACTICES FOR CONSTRUCTION
It's important you talk with your general contractor so they take the steps to make your installation easy. Follow these tips now to save time and money when planning for renovation or new construction.
• We recommend you hard wire all locations in your home including the basement so they are primed for the best speeds.
• Place your data connections near an electrical outlet.
• Label your wires based on their location in your home.
• If your home is in an underground area or you wish to have underground services, use a 2” conduit with a pull string to make your home Internet ready.
If you have any questions or are ready to schedule installation, contact Whip City Fiber at 413-485- 1251.
We know you're anxious to get started with Westfield's fastest internet. If there is already Whip City Fiber in your area you can expect installation approximately two weeks or less from the time we receive your application. If your service is underground, we have to wait until DigSafe clears the area (about a week), then schedule a crew to run the line. Once the service is at your house, a standard installation averages 3-4 hours.
Our customer service clerks will be happy to schedule installation of the fiber modem or router and check the connections at your convenience.
If your electric service is already overhead your fiber will be too. If your service is underground, we’ll use a minimally invasive process to bring the fiber from the street to the house. Our crews are professionals and will restore your lawn as is necessary. We want happy customers and we stand behind our restoration work.
We will need to have access to the inside of your home to install fiber. We offer appointment times to accommodate a schedule that works best for you.
There are pieces of equipment which are mounted on both the inside and outside of your home. We will work with you to coordinate equipment location and minimize the need for drilling prior to installation.
The Whip City Tech Team at 413-485-1204 is our front line whether you need support or to report an outage. Our team is available 24 hours a day, 7 days a week. The Whip City Tech Team is a great free resource for support on all tech issues including setting up devices and streaming video.
Whip City Fiber is designed with reliability in mind. As with any outdoor facility in New England, we are at the mercy of Mother Nature. Fiber optic cabling is similar to any wire that’s run on a utility pole. If there is a problem, Whip City Fiber has dedicated teams to work on repairs. Our goal is 99.99% uptime.
Generally, we will run fiber to the location that’s closest to your existing internet modem. Often this is a basement or first floor location. Please let our schedulers know if you prefer a different location or if you would like additional wires run within your residence or business. A custom install will incur an additional charge.
Many customers plan to use Whip City Fiber to set up streaming video on their television. There are a number of devices, including Roku, Apple TV, Google Chromecast, and Amazon FireStick that allow you to watch TV and movies over the internet. These devices are designed to be easy to install. If you get stuck, our team can give you a hand after your installation. The Whip City Tech Team is also available at 413-485-1204 for additional support with setting up your devices.
Whip City Fiber provides the all 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.
You may provide your own router, however, the Whip City Fiber router is provided at no charge so using your own router will not decrease your monthly bill.
An ONT is a piece of equipment which converts fiber optic light signals for use in your home. It connects your home and devices to the Whip City Fiber network and out to the internet.
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. One such reputable option available for free download is available at www.avast.com. Questions? Email us at techsupport@whipcityfiber.com or give us a call at 413-485-1204.
Pay online in the comfort of your home after you receive your first bill. You can link your WG+E and WCF accounts to simplify logging in. In your customer portal you can make one-time payments, sign up for autopay, pay-by-text or go paperless all with a click of the mouse. Watch our video to get you started.
If you do not live in town all year, you may temporarily “suspend” your internet service for a minimum of 3 months and a maximum of 6 months. Simply call Customer Service at 413-485-1251 to request a seasonal/temporary suspension.
Customers may not suspend phone service. If you have phone service you can take the phone device (Telo) with you to another address. 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 413-485-1251. Please contact the Whip City Tech Team at 413-485-1204 if you are having service problems we might be able to solve.
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. Our phones are staffed 24 hours a day and we will 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.
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.
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.
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 town or at your home. If we are aware of the outage, we do our best to post a banner at whipcityfiber.com on the homepage. If there is damage at your home, please contact us at 413-485-1204 to report the issue.
To get your service up and running, you may need to refresh the devices in your home:
1. Starting with the ONT (usually a wall mounted device in the basement), find the power cord and unplug for 60 seconds, then plug it back in.
2. Next, power cycle your router (generally on the first floor) by unplugging it for 60 seconds and plugging it back in.
3. Finally, if you have VOIP phone service, unplug the Telo device (with the flower light) for 60 seconds and plug it back in. You may need to do the same with your phones as well.
Check out our Help Center for additional information.
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.
Your phone from Whip City Fiber runs over the internet. If internet access is interrupted, your phone will not work. If only the power is out, a generator or an uninterrupted power source (UPS) connected to the ONT, router, and Telo device will keep your phone in use.
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.
You can learn more about UPS batteries here.
