Frequently Asked Questions With UTOPIA Fiber
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 UTOPIA Fiber and my Internet Service Provider (ISP)?
We hear this question often! Simply put, UTOPIA Fiber provides the physical fiber-optic infrastructure that connects directly to your home, while your ISP delivers internet services over that infrastructure. Think of it like an airport: UTOPIA 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)613-3880 or send them an email at support@utopiafiber.com.
I live in an HOA, how do I get service to my home?
Great question! Since HOAs are on private roads, we can’t build our network in that area unless the HOA board gives us permission to do so. So whether you can get our service to your home depends on the approval of your HOA. If you are interested in us coming to your HOA you can fill out our HOA Form and our team will reach out to your HOA to set up a meeting!
How will I know when service is available in my area?
If you are in one of our member cities we have good news for you! All the cities we are currently in are completely built out so all residential customers should be able to sign up for service with no problem. You can check your address’s availability by going to our Sign Up Page directly and inputting your address.
If it shows that your address isn’t available, and you are in a UTOPIA city it may be because you are in an HOA or MDU which requires special permission to bring you service, it may also just be a simple error in our system. So no matter the case if your address is showing up as unavailable please reach out to our customer service team at (801)613-3880 and they will be able to assist you in getting signed up for service.
If you are in a city that doesn’t currently have UTOPIA Fiber you can go ahead and fill out our Inquiry Form here and a member of our team will reach out to you if your address ever becomes available on our network! We also announce any new footprint releases and cities on our social channels so make sure to follow us there to stay up to date on any changes to our network. You can find us on X, Facebook, LinkedIn, Reddit, TikTok, and Instagram.
What is a footprint?
A footprint means something a little different at UTOPIA Fiber. When we start building out a city we break it up into smaller sections which we call footprints. When we complete all the addresses in a footprint we announce its release and let residents know they can sign up for our services! You can check out what footprint you’re in by going to our Buildout Timelines page and clicking on your city’s map!
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 do I get UTOPIA Fiber in my city?
We love getting this question! It is our goal to provide as many cities as possible with fast, reliable fiber-optic internet and we are always looking to partner with new cities! The best thing that you can do if you’d like us to come to your city is to reach out to your city council. Let them know that you’d like us to come to your city. The more resident interest your city council receives the better!
How does billing work?
At UTOPIA Fiber, we handle billing a bit differently from other internet companies. Instead of receiving one monthly bill, you’ll get two: one from UTOPIA Fiber and one from your ISP.
Why two bills? The reason there are two bills instead of one is that UTOPIA 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 UTOPIA Fiber will be $30 every month and the bill from your ISP bill will vary based on the services you sign up for with them! If you’d like to learn more about how billing works you can check out our Billing page for more information.
Where can we find outage and maintenance notifications?
We have a whole X page (UTOPIA Fiber Status) dedicated to letting you know when we have outages or any planned maintenance. We also post any planned maintenance on our Outage Notification page.
You say you’re “open access”. 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 signed up for. The best thing to do if you are experiencing issues with your connection is to reach out to your ISP. They will be able to walk you through most problems you may encounter with your internet connection. You can find their contact information here. You can also visit our troubleshooting page to see our suggestions for common connection problems.
We hope this blog answered all your burning questions about UTOPIA 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 would love to answer any questions you may have about our services. You can give them a call at (801)613-3880, send them an email at support@utopiafiber.com, or click the blue message bubble in the bottom right-hand corner to start chatting with them directly!