FAQ

Can I make phone calls using the internet?

Yes, you can make free phone calls using the Internet! Free internet phone programs let you make free phone calls, sometimes only to the US and Canada, using special software.

How long does it take to receive service after I have placed an order?

This depends on whether your address is in an area that is already serviceable or accepting orders. If your address is in a serviceable district, once we have received your order we will send your information to our construction team. They will run a line of fiber directly to your house in preparation for your service. This can take 2-4 weeks. Once we hear from them that your home is “fiber ready” we will email you to schedule your installation.  If your address is in a district we are accepting orders from, we are waiting for that district to reach its order goal before adding it to our construction schedule and building the network. How long that takes depends on how quickly people that have signed up for service complete their order for service. Once you have placed your order, you will receive a follow up email, letting you know the status of your district and order.

Can you install your equipment in an apartment on the second floor?

Yes, we can! The order form is designed for single family homes, but we can install our service directly in a second-floor apartment. On your order form, please select first floor living room or first floor office. Please be sure to include your apartment number on your order form and our construction team will know to install in the living room in the second-floor apartment.

What is Greenlight Network’s policy regarding customer’s private information?

In light of recent changes to internet privacy, Greenlight Network’s Privacy Policy has not changed based on recent legislation surrounding online privacy protections. Greenlight has no plans to change its privacy policy or to sell our customers’ information to third parties. Our Internet Privacy Policy is available on our website here, Greenlight Networks Acceptable Use Policy.

Does Greenlight require a deposit to place an order or pre-order?

As of 11/26/18, Greenlight Networks no longer requires prospective customers to put down a $10.00 deposit when placing their order or pre-order for service. If you have paid a $10.00 deposit, it will automatically be applied to your first month’s bill once you have been fully installed. If you have paid a $10.00 deposit and cancelled your order or pre-order, you will be refunded your $10.00 deposit.

Does Greenlight charge an installation fee?

We do charge a $100 installation fee to connect to our service. When we install service in your home, we connect your home directly to our fiber optic network. To do this, we run a fiber cable from our network to a unit we install on the side of your house. At the time of your in-home installation, a Greenlight technician will extend the line into your home and connect your fiber optic ONT for you. The installation fee covers the cost of both visits and the materials involved in connecting your home. You will not be charged anything until your service is installed and connected.

What are your technical support hours?

We monitor our network 24/7/365. Our Technical Support team is available Monday through Friday, 8:00 am to 6:00 pm and Saturday 8:00 am to 5:30 pm.  If you require assistance outside of these hours please submit a support ticket here.

When will service be available in Buffalo Niagara?

All our construction is based on interest that is shown by signing up on our website. We will be announcing our initial construction schedule Spring 2020. We anticipate initial construction in our first districts in Buffalo Niagara to begin Summer 2020. Once you have signed up on our website, we will notify you when construction of our fiber-optic network starts in your neighborhood.

Will your expansion to Buffalo Niagara impact construction in Rochester?

Our expansion in Buffalo Niagara will not have an impact on our construction in Rochester. Through our joint venture with LeChase construction, we will be working with local contractors in both areas to build our fiber-optic network in both areas simultaneously.

How much does Greenlight Internet cost?

Greenlight Internet cost starts at $50 for 500Mbps. $75 for 750Mbps, $100 for 1Gig, and $200 for 2Gig. No taxes, contracts, or hidden fees.