If there’s one thing we love more than providing fast internet, it’s connecting with our customers, hearing about your experiences and answering your questions! We believe questions are a vital part of learning and understanding, especially when it comes to your internet connection. That’s why we’ve compiled this list of frequently asked questions and their answers to help you better understand our services and what you can expect on our network.
What is the difference between Bountiful Fiber and my Internet Service Provider (ISP)?
We hear this question often! Simply put, Bountiful Fiber provides the physical fiber-optic infrastructure that connects directly to your home, while your ISP delivers the internet services over that infrastructure. Think of it like an airport: Bountiful Fiber is the airport, offering the runways, gates, and terminals, while ISPs are the airlines that use the airport to provide services to their customers.
What do I do if my sprinkler is damaged during my installation?
Damage to your sprinkler system is an unfortunate incident that can sometimes happen when getting your fiber line installed but never fear we are here to help! We guarantee that any damage caused by our crews while installing your fiber line will be covered by us. To get us involved all you need to do is give our customer service team a call and send over any photos/details of the damage and they will get you set up with a plan to get it fixed! You can give them a call at (801) 987-9230 or send them an email at info@mybountifulfiber.com.
What do I need to do if I want to cancel my services or change my speeds?
Since your ISP is the one that is providing the actual internet services, they will be the one you need to contact to cancel your service or change your internet speeds! When you make these changes with your ISP they will let us know and we will update our system accordingly. You can find a full list of their contact information here.
How does billing work?
At Bountiful Fiber, we handle billing a bit differently from other internet companies. Instead of receiving one monthly bill, you’ll get two: one from Bountiful Fiber and one from your ISP. Your Bountiful Fiber bill goes directly onto your city’s monthly utility bill and the bill from your ISP will be charged separately.
Why two bills? The reason there are two bills instead of one is because Bountiful Fiber is a separate company from your ISP. We provide the fiber infrastructure while your ISP provides the internet services on that infrastructure. Your bill to Bountiful Fiber will be $38-44 every month depending on the speeds you chose and the bill from your ISP will vary based on the speed and service you sign up for with them!
You say you’re an “open access network”. What does that mean?
Being an open-access network means we build and maintain the fiber-optic infrastructure, and then open that network up to Internet Service Providers (ISPs) to use and offer their services to customers. What we love most about this model is how it encourages healthy competition among providers, helping to keep prices low while giving our customers plenty of options to choose from!
If I don’t like my ISP can I switch?
Absolutely! If you’re not satisfied with your ISP all you need to do is give us a call! Let us know which ISP you’d like to switch to and we will get that set up for you!
My speeds aren’t what I signed up for. How can I fix this?
We understand the frustration that not getting the speeds you signed up for can cause. There can be a couple of different reasons you might not be getting the speeds you need. The best thing to do if you are experiencing issues with your speed is to reach out to your ISP. They will be able to walk you through most problems you may encounter with your speeds. You can find their contact information here.
We hope this blog answered all your burning questions about Bountiful Fiber! Did we miss any questions you had? If you still have questions please reach out to us! Our customer service team is amazing and loves to answer any questions you may have about our services. You can give them a call at (801) 987-9230, send them an email at info@mybountifulfiber.com, or click the blue message bubble in the bottom right-hand corner to start chatting with them directly!