We have now reached the point for your final decisions concerning whether to “hook-up” for Otis Fiber service. You will receive a DocuSign proposal from Sertex for fiber optic cable distribution to your home, interior installation and optional internet phone service. I urge you to read these document carefully. This process is specific to Sandisfield customers. As Sandisfield customers who do not pay taxes to Otis, you are not eligible for the free installation stated on the website.
At this time you can sign up for your Otis Fiber service at this website. Your installation will not be scheduled until the DocuSign process is completed.
If you have questions about the DocuSign process, please contact Morgan Jeane our Sertex Representative at 860-334-4606. You can also contact Peter Geller, President, Otis Wood Lands Club at president@otiswoodlands.com.
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 Otis Fiber
We are committed to providing the best service for your new high-speed internet service. If you have any questions you can contact us any time at otis@whipcityfiber.com or call 833-WCF-CALL (833-923-2255).
Here are some quick tips to making a smooth transition to a “forever email” so that you’ll never have to change it again.
Managing Old Email Accounts and Setting Up a “Forever Email”
Otis 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. Otis Fiber is powered by Whip City Fiber from Westfield, Mass.
Whip City Fiber is the internet service provider for Otis Fiber. It is owned and operated by Westfield Gas + Electric in Westfield, Massachusetts. Otis Fiber has chosen to work with Whip City Fiber because, as a municipal utility, they are not driven by creating high profit. Whip City Fiber has been in operation for over 2 years and is successfully serving the customers of Westfield. Their knowledge and experience with engineering of this sort of project is a benefit for Otis. Joining their network allows us gives us access to their customer service and tech support. We can spread any risk over a much larger base, benefiting our customers and keeping our costs low. In order to manage costs for the network, Otis Fiber does not offer a seasonal rate at this time. If you choose to cancel service, there will be a $500 fee for any future re-connection.
Otis Fiber 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 Otis can take advantage of the cutting-edge access which can support our community in the future.
We are 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 Otis Fiber are reinvested locally to benefit the entire community.
It’s easy! If service is offered in your area, you can complete an application online. Or call 413-297-8135 and we can answer any questions you have and complete your application over the phone.
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 outside factors including the speed of your equipment and software. 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, Hulu, Sling, Playstation Vue) and Ultra High-definition television (UHD). Otis Fiber provides the speed for customers to use these services and other internet resources with out glitches or buffering.
A Wi-Fi router is included with residential service to provide Otis Fiber to tablets, phones, gaming systems, and other devices in your home.
We are building a system that supports Gigabit bandwidth. Depending on many factors we expect you will receive up to 1,000 Mbps for upload and download. Your actual speed may 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.
When you are on the Otis Fiber network you will be able to check your speed with the speed test located in the very top menu. You can expect hard-wired speeds to be around 950 Mbps and WiFi speed between 300 and 400 Mbps.
Here are the top two factors which determine how fast your internet experience will be:
Hard-Wired vs. Wireless Connection – Hard-wired speed will always be faster because you are connected directly to your internet access. A wireless (WiFi) connection is automatically slower and also may allow for interference.
The Age of your Device or Computer – Older computers and devices do not have the internal hardware to support the maximum speeds offered by Otis Fiber. This doesn’t mean you have to replace your device but you will be limited to the top speed your device can handle.
Otis Fiber is available at $69.95/month for residential service which includes Wi-Fi and free standard installation.
In order to manage costs for the network, Otis Fiber does not offer a seasonal rate at this time. If you choose to cancel service, there will be a $500 fee for any future re-connection.
Otis Fiber is powered by Whip City Fiber which is Westfield’s locally-owned utility. While investor-owned companies have to make a profit to return to investors, we reinvest our revenues in the community and infrastructure which helps us keep our prices low.
Standard service from Otis Fiber will provide your internet modem and wireless router at no additional cost.
There are no contracts for Otis Fiber residential service because we are providing a great service you’ll want to keep.
There is no charge for standard installation which includes a first floor or basement connection at your home. Custom installations will incur additional charges which will be established by the installer.
If you are having problems with your Otis Fiber service, you will be able to call the Whip City Tech Team and they will provide you with phone support.
Customers receive one Optical Network Terminal (ONT) [like a cable modem] 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.
No. This is a violation of the acceptable terms of use. But we certainly hope you’ll encourage them to sign up for their own 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 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.
In order to manage costs for the network, Otis Fiber does not offer a seasonal rate at this time. If you choose to cancel service, there will be a $500 fee for any future re-connection. You can cancel your service (but we hope you won't!) with a simple phone call to 833-923-2255. All Otis Fiber equipment will need to be returned.
The Whip City Tech Team is your front line when you need support or service. You can reach them at 833-WCF-HELP (833-923-4357).
This fiber optic network is designed with reliability in mind. Otis Fiber employs a “passive optical network” or PON which means there are a very limited number of components that could break in the path which provides your service.
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, and subject some risks. If there is a problem, Otis Fiber has dedicated teams to work on repairs. Our goal is 99.99% uptime.
There may be some settings changes needed to configure the service. In most circumstances, we will be able to do what it takes to get you running, at no cost. If you have a unique situation, there may be additional service charges. We will always support Otis Fiber equipment at no charge.
We will run fiber to the location that’s closest to your existing internet modem. Generally this is a basement or first floor location. Before installation, 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 require an additional charge.
About two to three weeks from the time we receive your application, depending upon the complexity, and if there is fiber at the residence or business. If we have to run the fiber underground, we have to wait until the Dig Safe clears (about a week), then schedule a crew to run the line. If it’s overhead, we can typically do it in about a week. Once the facilities are at your house, a standard installation averages about 3 hours.
Our customer service clerks will schedule an install technician to come to your house to install the fiber modem and check the connections at your convenience. Depending upon the workload, within a week.
If your electric service is already overhead, they’ll be no need to touch your lawn. If your service is underground, we’ll use a minimally invasive process to bring the wire from the street to the house. If we do have to dig for whatever reason, we stand behind our restoration work. All work is guaranteed.
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.
Yes, you will able to paint the cable. If the cable is damaged after our install is complete, the customer will be responsible for charges that may occur. In the event the cable comes loose or damaged, please contact us.
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. The cable will remain. In the event that you discontinue service with Otis Fiber, those facilities will be deactivated but remain intact. If you wish to resume service, the cable will be tested and reactivated.
An Optical Network Terminal (ONT) device is required and will be provided by Otis Fiber. It is much like a phone or cable modem, and requires a fiber optic interface vs. a coaxial cable connection.
An ONT is a media converter installed by Otis Fiber that converts fiber optic light signals to copper/electric signals. It provides the medium for devices in your home to communicate to the Otis Fiber network and out to the internet.
Otis Fiber provides an ONT and a router which will support up to 4 wired connections and includes Wi-Fi. Both devices are supported and managed by Otis Fiber.
The standard ONT is included with the service at no charge.
A standard Wi-Fi enabled router is included at no charge.
The device and system operate on protocols proprietary of Otis Fiber and necessary for service. It is not available at retail outlets.
You can but Otis Fiber will supply one at no charge.
Some customers will choose to keep their cable or satellite TV provider while others may decide to try “cutting the cord”. These days it is possible to get HD broadcasts of local networks with the use of an HD antenna although antenna service is not offered by Otis Fiber at this time. Additional TV programming and movies are readily available from streaming services including Amazon, Hulu, Playstation Vue, and Netflix.
You may certainly keep your current phone service, however, Otis Fiber is pleased to be offering Premier Phone Service for $14.99 a month (+ taxes and fees). Otis Fiber offers a free installation including porting your phone number and connecting your phone at the Tello device. If you have a cordless phone with multiple units, this will activate each handset. Whole home connection or additional wiring will be billed at $79.95/hour. You will need to provide a copy of your current phone bill and/or your account number from your current provider at installation.
Otis Fiber provides wicked fast 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 (Netflix, AmazonPrime, SlingTV) for watching TV, movies, and sports over the internet. And what if you want to watch the Red Sox and Bruins? New England rejoiced when NESN became available on Playstation Vue in the fall of 2016. Review these options at their independent websites to pick the service which offers the channels which suit your needs.
If you decide to “cut the cord,” you can get local television channels 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 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. Otis Fiber does not currently offer antennas or installation.
If you use a streaming service, like Netflix or Hulu, there’s no need to DVR; you watch your shows whenever you choose. 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.
Otis Fiber offers Premier Phone Service for $14.95/month. This includes free long distance calling in the US, Canada, and Mexico, 911 service, call blocking, voicemail, and more all with crystal-clear call quality. Sign up on your application or call our Customer Care Team today at 833-WCF-CALL (833-923-2255) to schedule your installation.
Otis Fiber offers a free installation including porting your phone number and connecting your phone at the Tello device. If you have a cordless phone with multiple units, this will activate each handset. Whole home connection or additional wiring will be billed at $79.95/hour. You will need to provide a copy of your current phone bill and/or your account number from your current provider at installation.
If you use a web-based email provider, like Gmail, Outlook, or Yahoo there is no need to make a change. Access to your email will not change. If your email is hosted through your previous internet service provider, you will want to check their policy for continuing access. Comcast’s website indicates that as long as you log into your account before you cancel service and then log in at least once every nine months you can keep your email address with them.
You may review the document below for additional information about switching or transferring email addresses. Also, as part of your Otis Fiber service, you may request five free email accounts (your address@wcfmail.com) from techsupport@whipcityfiber.com.
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.
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.
To get your service up and running, you may need to refresh the devices in your home:
Starting with the ONT (white device, generally in the basement), find the power cord and unplug for 60 seconds, then plug it back in.
Next, power cycle your router (black device, generally on the first floor) by unplugging it for 60 seconds and plugging it back in.
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.
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 any time you are having trouble with your service.
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.
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 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 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.
Sometimes, once the main service issue is resolved, customer equipment may not reset itself properly. In this case, you can try to power cycle your equipment. If you have phone service, start by unplugging the power cord of the Telo from the wall. Do not disconnect the ethernet cables. Then you should unplug the power from the ONT (the white box with Nokia on the front, generally installed in the basement), wait 30 seconds and plug it back in. Move on to the router (the black box with SmartRG on it, generally on the first floor) and do the same. Once the router has come back up, wait two minutes and plug the Telo back into the power outlet. If your service continues to have issues, we invite you to contact the Whip City Tech Team at 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 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.
Ideally, when there is an interruption of service it is brief. We are not able to offer a credit or refund for when your service is out because your network belongs to you and the taxpayers in your town. Offering a credit to customers would impair the town’s ability to fund the debt on the project.
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!
