Lifeline lowers the monthly cost of phone and internet with a $9.25 credit for eligible customers. You can use Lifeline for either phone or internet, but not both. FCC rules prohibit more than one Lifeline service per household.
Signing Up
This is the internet service you need now! Choose between two speed options, lightning-fast 1Gigabit for $85/month or 25MB for $69/month, no data caps, and our reliable fiber. Add-on phone service is available for an additional $19.99/month. Most of the country can only dream of this kind of high-speed fiber service!
The initial sign-up period has ended but you can still sign up for service. At present, we are able to offer a $300 subsidy to partially offset the cost of home installation. The homeowner is responsible for the remaining amount.
To signup, click on the button in the graphic above.
Support Services
Customer Service
1-833-991-9378
customerservice@wiredwestfiber.net
Technical Support
1-833-923-9378
techsupport@wiredwestfiber.net
What do I do if my service doesn’t come up after a power outage?
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 the top of this page.
- If there is damage at your home, please contact Whip City Fiber 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, they welcome your call to the Whip City Tech Team at 413-485-1204, 833-WCF-HELP (833-923-4357). Their phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach them by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.
Announcements
Hagerville Station Public WiFi
(2/8/21) Last spring, the New Salem Municipal Light Plant set up public access WiFi at the Hagerville Station to support area residents while they awaited fiber service in their neighborhoods. Now that residents have high-speed Internet service available to them, we have have verified that the WiFi is not being used at this location and we will be discontinuing this public WiFi access point.
New Help Resources
We’ve added links to help information and videos on streaming, router troubleshooting and user portals to the Resources section at the bottom of this page. The videos are provided by Whip City Fiber.”
Interior installations
Whip City Fiber will be calling you when they are ready to schedule your appointment. Each location may be ready for installation at different times. We know you’re excited to get connected but everyone will get scheduled fastest if you wait for their call. Did you get a message? Call them back as quickly as you can to make your appointment.
With the approval of the New Salem Board of Health, the technicians will proceed with installations while following the safety protocols listed below.
- Installers will wash or sanitize their hands before each appointment.
- Installers will be outfitted with Personal Protective Equipment, which will be worn in each home, consisting of safety glasses, respiratory mask, and gloves. Gloves will be changed at each location.
- Upon arrival, the installer will knock on the door, then step back 6+ feet to speak with the customer. This conversation will confirm that there is no current or recent illness in the household and that installation will proceed as planned.
- Social distancing will be maintained. Moving about the home will be kept to a minimum.
- Equipment will be unpackaged in the home to keep it new until needed. All packaging will be removed from the home when the installation is complete.
- Installers have been explicitly instructed that if they are sick, they must stay home.
New Salem Broadband Committee broadbandnewsalem@gmail.com
Public WiFi connection at Swift River School
We are pleased to announce that there is a new outdoor public WiFi connection at the Swift River School. This internet access point is being provided by MBI and Westfield Gas & Electric/Whip City Fiber at no cost to the town. We genuinely appreciate their recognition of our great need for high-speed internet access as well as their extra effort to support us during this difficult time.
The network is called WhipCityFiber_Wifi. No password is required.
In using the WiFi outside the school, please remember the following:
- The parking lot is one-way.
- The Fire Lane must be left open.
- Practice social distancing at all times.
- The school playground is closed.
- Please stay safe and stay well.
Important Sign-up Details
- Sign-ups will take place online. A sign-up link is available as part of the graphic at the top of this page. A sign-up FAQ is located on this page (see below).
- You will need an email in order to sign up as all bills will be sent to you by email.
- All service payments will be made online.
- You will not be billed until your service is installed and activated.
- Even if you signed up for WiredWest and gave a $49 deposit, you will need to sign up again. The $49 deposit plus interest will be applied as a credit on your first bill.
- There will be a one-time activation fee of $99 that will appear on your first bill.
- Renters: Please work with your landlord since only the homeowners can authorize installation.
Prices
The Broadband Committee recommends that users select the 1 gigabit service. Not only is this forty times faster than the economy plan for only a minimal cost increase, but the extra cost will benefit the town by making the system more financially secure and less dependent on the town for any funding.
Phone service has an additional charge for fees and taxes. Based on what we’re seeing for other towns, we expect these to be approximately $4.30 per month. We don’t have any control over this cost.
Email request
To simplify communication as the project moves forward, we are requesting that New Salem residents supply us with their email address.
- You can send an email to broadbandnewsalem@gmail.com with your name, New Salem property address and your preferred email address. Alternatively, there is a display at the library with forms that can be completed with this information.
- If you do not have an email address we can provide help to sign up for one. You can find forms to request this assistance at the library. You will need an email address to sign up for a New Salem internet connection when it become available.
Resources
Helpful Videos from Whip City Fiber
- Streaming. Also available at the Whip City/New Salem Streaming Page. That page also includes additional information along with the video.
- Troubleshooting your router. Also available at the Whip City/New Salem Help Center.
- How to access your customer portal. Also available at the Whip City/New Salem Help Center.
Additionally, if you go to the Whip City page for New Salem at http://www.whipcityfiber.com/new-salem/ you will have access to additional information including additional FAQs.
Advantages of Our Network
More to come…
Contact Information
Email:
broadbandnewsalem@gmail.com
Mail:
New Salem Broadband Committee
19 South Main Street
New Salem, MA 01355