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Utopia Services FAQ
Q: Can I Pay Monthly/Quarterly/Annually?
Absolutely! You have the choice of how often you are billed. With a monthly billing option, your credit card will be billed on the first of each month as appropriate. Many of our accounts offer special incentives for paying in advance, or for automatic billing. Please contact our sales representatives for more information.
Q: What are your Tech Support hours?
Currently, our support staff is available by phone, email, or chat between the hours of 8 AM to 10 PM MST, Monday through Friday. We will soon be expanding our Support availability. Our administration team is on call 24/7. If you need help outside of our normal hours, our support staff can be reached in emergencies at our normal support phone number. After hours support inquiries may incur additional charges for custom labor.
Q: Where can I find my terms of service agreement?
The Terms of Service agreement is the last step before online checkout when signing up for a service on our website. You must read and accept these terms before proceeding to checkout. For account sign up over the phone, the account Terms of Service will be included in account information emailed or faxed to you. For our Acceptable Use Policy, please see the Policies link at the bottom of the website.
Q: What equipment does the Utopia service require? Do I have to purchase it?
When your Utopia service installation is finished, you will have all the equipment you need provided for basic access. We do require that you use a PPPoE login (a username and password configuration) to access your Utopia service, so if you want to use a single computer with the service and no other equipment, you will need to configure a simple connection setting on your operating system (similar to a dialup connection but it connects almost instantly).
If you wish to use your Utopia service with multiple computers or to avoid the need to configure the PPPoE connection on your computer, you may purchase and use any of a large number of network routers or wireless routers that will perform the PPPoE login for you and share your internet service between your computers. This kind of equipment can also increase the security and usability of your home or office network and is available at most electronics or office supply stores. Our support technicians can help you with configuring almost any of the commonly used small office/home office type routers available on the market today. Configuration assistance with enterprise equipment, such as firewalls or other more complex devices, may require additional billable support.
Q: Do I have to use PPPoE?
Unless your Utopia service was ordered as a "Transparent LAN Service" (which is usually used to connect two or more business networks), you will be required to use a PPPoE login to access your Fibernet internet service over the Utopia network. The use of a PPPoE login helps us to protect the security of your service and provision network resources appropriately to make sure your service is as reliable and fast as possible.