FAQs – UTOPIA Fiber (original) (raw)

Frequently Asked Questions

UTOPIA Fiber, also known as Utah Telecommunication Open Infrastructure Agency, is an open-access fiber-optic network that was founded by 11 Utah cities in 2004 with the mission to bring direct fiber optic access to the home (FTTH) to every resident and business in their communities!

Optic fibers are hair-thin, flexible strands of glass through which light beams can travel. The strand functions as a waveguide, or “light pipe” to transmit light between the two ends of the fiber. Fiber can handle basically an infinite amount of speed, allowing us to offer high speeds for surfing, streaming, working, learning, and more, at a low cost.

Fastest Internet on the Planet: What are the benefits of fiber optics?

We are so glad you asked! There are a lot of benefits to having a fiber-optic internet connection but here are some of our favorites:

• It’s the fastest internet on the planet! Residential lines enjoy speeds of up to 10 Gbps, and business lines can reach speeds of up to 100 Gbps!
• You get consistent, symmetrical upload and download speeds. That means when you sign up for a 250 Mbps connection, you’ll get 250 Mbps speeds whether you are uploading a video feed or downloading a movie to stream! This virtually eliminates lag and buffering.
• A fiber line dedicated to you. Every home on the UTOPIA Fiber network has a direct fiber line straight from our network to your home! This means you don’t share your line with any other subscribers, so you’ll enjoy all the bandwidth you need. Fiber is “Future proof.” Fiber optics can handle immense amounts of data, which means it can power applications we haven’t even thought of yet.

What ISPs can I use with the UTOPIA Fiber Network?

Since UTOPIA Fiber is an open-access network, we have several Internet Service Providers (ISPs) that operate on our infrastructure to bring Internet services to you! All ISPs that we partner with are available to every home on our network, so you never have to worry about which ones are available at your address because they all are!

To see the full list of ISPs on our network and learn more about them, you can visit our ISP Page.

Which ISP do you recommend?

We work with all of our ISPs and remain neutral on recommending one over the other. But to help in your search, you can check out our Provider Reviews page to see each provider’s Google ratings and reviews.

Will my ISP have any contract terms?

This depends on the ISP you choose as well as which products you decide to go with. You will need to contact your ISP directly for their exact Terms & Conditions, but you can see basic terms of service here.

Why do I have to pick an ISP? Don't you provide internet service?

Because we are an open-access municipal broadband network, we do not (and cannot) provide Internet services. Instead, we provide the fiber infrastructure and allow other ISPs to operate on our network, providing you with internet services. This allows our customers to choose from a variety of net-neutral service providers.

You can learn more about them and the services they offer on our Residential Pricing page.

You can switch by contacting our Customer Service Department at (801) 613-3880.

Do you have any install fees or other costs I should be aware of?

Nope! When you sign up with UTOPIA Fiber there are no install fees, upfront costs, taxes, etc.

We are constantly expanding our network but are currently in 20 Utah Cities and have 3 operational partnerships!
Our Utah Cities are: Brigham City, Cedar Hills, Centerville, Clearfield, Layton, Lindon, Midvale, Morgan City, Murray, Orem, Payson, Perry, Pleasant Grove, Santa Clara, Syracuse, Tremonton, West Haven, West Point, West Valley City, and Woodland Hills.
Our Operational Partners are: Bountiful Fiber (Bountiful, Utah), Yellowstone Fiber (Bozeman, Montana), and Idaho Falls Fiber (Idaho Falls, Idaho)

To learn more about the cities we are in, check out our Cities page.

How much is a monthly bill?

Billing works a little differently here at UTOPIA Fiber. You will actually receive 2 bills every month for your internet services; one from UTOPIA Fiber and one from your Internet Service Provider (ISP). The bill from UTOPIA Fiber will be a flat 30everymonthandthebillfromyourISPwillvarydependingontheplanyouchoosewiththem.So,yourtotalcostwouldbe30 every month and the bill from your ISP will vary depending on the plan you choose with them. So, your total cost would be 30everymonthandthebillfromyourISPwillvarydependingontheplanyouchoosewiththem.So,yourtotalcostwouldbe30 for UTOPIA Fiber + the Cost of your plan from your ISP. Most service providers charge approximately 35permonthfor250/250Mbpsandaround35 per month for 250/250 Mbps and around 35permonthfor250/250Mbpsandaround50 for 1 Gbps. This totals an average cost of 65permonthfora250/250Mbpsdataconnectionand65 per month for a 250/250 Mbps data connection and 65permonthfora250/250Mbpsdataconnectionand80 for 1 Gbps.

To learn more about pricing for the ISPs on our network, check out our Residential Pricing page.

Why do I have 2 separate bills?

This can be confusing to new customers, and we totally understand—it’s not what you’re used to! There are two separate bills because UTOPIA Fiber is not an internet service provider. Because of this, you will pay one bill to your ISP for your internet speeds, and $30 to UTOPIA Fiber to lease our fiber and infrastructure. Two separate bills, two separate payments. Complete transparency! And more choice!!

I’ve signed up for service, how long until I’m connected to UTOPIA Fiber?

Once you’ve signed up on our website and your paperwork has been processed, a customer service representative will reach out to you within 24 hours to schedule your installation. For an underground installation, you will be scheduled at least 9 business days out to provide enough time for blue stakes and our conduit crews to have everything prepared.
For an overhead installation, depending on availability you could be scheduled as soon as the next day.

To learn more about the installation process, check out our Installation Process page.

Can my services be transferred to another home?

No, the fiber line we install in your home stays with the home. You’ll just need to contact your ISP to cancel your current services. You can find a list of all ISPs and their contact information on our ISP Page.

If the home you are moving into is available for services, you can sign up again!

Will any of my month-to-month payments go toward purchasing the fiber connection in the future?

Unfortunately, no. We no longer offer the option to purchase the fiber connection.

Will you put a lien on my home?

Nope!

What is a UTOPIA Fiber home installation like?

Depending on where your address is located, your installation will be either an overhead or underground installation. Our customer service team will let you know which kind of installation your address is when they give you a call to schedule your installation date and confirm your details!

To learn more about what an installation is like, check out our Installation Process page.

I’m not getting the speeds I signed up for. What do I do?

Head on over to our Troubleshooting page to help you determine and resolve any issues you may be experiencing. Keep in mind that UTOPIA Fiber does not provide the internet, just the actual fiber line, infrastructure, and equipment. So, you may need to reach out to your specific ISP to walk you through some other troubleshooting tips. You can find your ISP contact information on our ISP Page.

When will UTOPIA Fiber be available in my neighborhood?

You can view a list of all our build-out timelines as well as maps of availability for all our member cities on our Build-Out Timelines page.

I live in an HOA, can I still get service?

This depends on the HOA. Since these are private roads, we cannot build out our network or service the homes in that area unless the HOA board allows us to. Please fill out the form here. and our team will reach out to your HOA directly.

Why isn't UTOPIA Fiber in my city?

This is the number one question we get from community members. We would love to be in any community that desires UTOPIA Fiber connectivity. However, it is up to your city if they’d like us to build there or not. UTOPIA Fiber is owned and operated by a cooperative of cities and requires city support for us to build.

There are many factors to consider when deciding to complete infrastructure in certain areas. First, we must install the backbone of our network. The cost requirements of implementing new fiber-optic lines are expensive, so every mile of our network must be planned. We work alongside city leaders to review infrastructure including roads, underground and overhead utility paths, permits, and more. This is a joint effort. Not only do we have to be prepared, but our member cities must be ready to design and build a new network that can support thousands of miles of fiber optic cables. That said, once we break ground, construction tends to move pretty quickly!

If you would like us to come to your city, we encourage you to contact your city leaders or city council and express your interest in getting UTOPIA Fiber! You can also fill out your information on our Sign-Up page. This helps us show each city how much demand there is in their area.