Questions about our new speed tiers?

You've come to the right place.

Start by taking a look through our most Frequently Asked Questions below.

Still can't find the answer you're looking for? Use the form to send us a ping.

We have introduced higher speeds at the same prices, so your monthly rate will not change. If you were on the 250 Mbps plan, your speed automatically increased to 300 Mbps at no charge and with no upgrade fee. Same thing if you are on the 500 Mbps plan, which is now 600 Mbps for the same price. If you are on the 1 Gig plan, your monthly bill and speed will remain as they are now. We also have a new 2 Gig service available for $150 that might interest you.

No, this is a totally free upgrade. There is no extra charge for the faster speed. We are introducing new speeds to bring even more value to your Gateway Fiber internet service. Your monthly bill will remain where it has always been. The higher speed is our gift to you.

No, both the ONT/modem and the Plume Superpods you are currently using are equipped to handle the new speeds. You can receive the faster service without getting new equipment.

If you'd like to move to a different speed tier, send us a message through the contact form at the top of this page. Or give us a call at 888-201-4339 anytime Monday-Friday from 8am-5pm.

The best part about 2 Gig isn't just the lightning-fast speeds—it's the ability to provide those fast speed to an entire household of devices at the same time, without lag or interruption. With the increased number of internet-connected devices in most homes, many customers see a need for even more bandwidth than ever before.

Is 2 Gig for everyone? No. You might not need that much speed, and many older devices don't have the capability to run at 2 Gig. It's always best to check the specifications of devices before upgrading to 2 Gig to get the best experience.

Our 2 Gig plan may be right for you if you have over 20 connected devices in your home—think computers, tablets, phones, smart appliances, robot vacuums, etc—or have a high volume of internet usage from video calls, large file transfers, streaming, and gaming.

For existing customers, the current Plume Wi-Fi Superpods will need to be replaced with new higher-speed, Wi-Fi 6E Superpods, which we provide at no extra charge to you. We will send a technician to your home/business to replace the equipment at your convenience. Please check any devices you plan to connect to be sure they can handle the higher speeds of 2 Gig internet. Not all devices, especially older ones, can take advantage of the higher speeds.

If you're a new customer signing up for the 2 Gig service, we will provide the upgraded equipment with your installation. Please check your electronics, such as laptops, smartphones, tablets, and any other devices that will be connected, to be sure they can handle 2 Gigs of speed.

No, there are no installation fees associated with any of our plans. For new customers, the installation process for multi-gig is the same as any other speed tier. For existing customers looking to upgrade to multi-gig, we’ll simply need to schedule a time for one of our technicians to swap out your equipment

You can check your speeds anytime by running a speed test here or in your HomePass app.

There are a few factors that affect the speeds you get. The first thing we suggest is to run a speed test with a device wired to the router/modem to ensure the signal reaching the home is running at full speed.

Running the speed test on a wireless connection will not always show the speed you may expecting, as Wi-Fi is often not as fast as the wired connection, especially if the wireless device is far from the router/modem or there are obstacles such as wall and appliances in the way. For example, on a 1 Gig speed plan, we would expect to see the full 1 Gig speed coming from your router/modem. However over a wireless connection, we would expect to see that speed run closer to 500 Mbps.

Check out this blog post for factors that can affect internet speed.

Business customers can expect to see upgrades to their speeds by the end of September. We will send out notifications to all our business customers as soon as these upgrades are ready.