I'm moving into a home in Shutesbury. How do I get service?
If the home you're moving into already has service installed, please contact Customer Service and tell them you need an account set up for yourself at the address. Be sure to tell them the home already has service installed and you just need an account switch - not a brand new installation. There is a $49.95 activation fee for new services.
If the home you're moving into does NOT already have service (or you don't know) then let Customer Service know this when you call so they can help you with the next steps of arranging for a brand new installation. For a brand new installation the fiber has to be brought from the curb to your home and interior home equipment needs to be installed.
Brand new installations must be paid for by the homeowner and can be quite expensive, averaging around $900. In an effort to make new installations affordable the town municipal network services will pay $500 to help offset the costs. In the case that a total installation cost is less than $700, the homeowner must pay the first $200 and the town will pay the rest. This policy ensures we retain consistency and fairness with all residents since everyone paid at least $200 during the initial installation period when the network was being built. Again, if you're looking for a new installation give Customer Service a call! They can tell you if your home is already connected and just an activation fee is needed OR they will arrange a time to do a site visit so you can get a quote for your brand new installation.
How do I transfer service to someone else? For example, one tenant leaves and another one moves in or I sell my home and someone else takes ownership?
There is a $49.95 charge for a new activation which is billed to the new customer. As long as there is a less than 90-day gap between transfer of services, the $175 reactivation fee (see below) can be avoided.
How do I turn off service?
Contact our Customer Service support line to terminate your service.
If you are moving out of your home please leave ALL of the equipment so the next resident who moves into your home can use it. All you need to do is cancel your account with Customer Service for the day you're moving out and leave the equipment where it is.
The new resident will just need to call Customer Service to set up their account for activation the day they move in. There is a $49.95 activation fee.
What if I only live in Shutesbury part-time and want to shut off my service while I’m away?
You can shut off your service at any time but when you re-activate it after more than 90 days, you will incur a $175 reactivation fee. We must charge this amount because even if you’re not using the service, we still have to maintain the network connection to your home in your absence.
If you cancel your phone service, your phone number will be released and you may not be able to get it back. We have no control over released phone numbers.
If you wish to suspend service while you are away, you can contact Customer Service and ask for suspended service. This costs $35/mo for suspended internet only service or $39.99/mo for suspended internet plus phone service (this allows you to retain your phone number even during the dormant period). We added this suspended service to give seasonal visitors and landlords another option to avoid the reactivation fee. There is a $17.25 fee for reactivation following suspension period.
Customer Service: 855-415-7592