Frequently Asked Questions

Do I need to buy a new router?

Articles are being published about the benefits of having one of the newer routers and we here at Greenlight Networks think it best to upgrade, otherwise you may not get the speed you’re paying for! There are other benefits to purchasing a newer router as well, such as security upgrades, and range upgrades! Please check out this Wall Street Journal article for more information about why it is important to upgrade and our list of Recommended Routers.

Is Greenlight a new company?

Greenlight Networks was founded in 2011. Initially, we provided ultra high-speed Internet service to apartments. In June 2012, we received approvals from the New York State Public Service Commission that allowed us to extend our fiber-optic network directly to homes and businesses.

How fast is Greenlight’s Internet service?

Our network will deliver Internet speeds of up to 1 Gigabit (or 1,000 Megabits) per second. That’s more than 100 times faster than what most Americans have access to today. Our standard service is up to 100 Megabits per second for downloads and up to 20 Megabits per second for uploads—that’s about 20 times faster than what most Americans have access to today!

How do I get Greenlight?

“How can I get fiber in my neighborhood?” That’s a question we get several times a day. We borrowed Google Fiber’s playbook to help us deploy fiber-optic networks as efficiently as possible so we can provide a great deal of bandwidth at a very reasonable price. Customer orders is the primary driver of our construction schedule.

Once we see a significant number of sign-ups in an area, we engineer it to determine construction costs. The more the network costs us to build, the more customers we need to sign-up for service in that neighborhood, and vice versa.

We also deploy our construction resources to neighborhoods as efficiently as possible, so they can build the network and connect our customers over a short period of time. Since we don’t have a great deal of travel time everyday, we can connect more homes each day. Once we’ve finished one neighborhood, we move on to the next area. This saves us money, and we pass that savings along to our customers.

What is a Greenlight District?

That’s what we call neighborhoods that have our fiber-optic Internet service.

How do you determine where the next Greenlight District will be?

Our fiber construction schedule is largely based on customer sign-ups. Once we see a concentration of sign-ups in an area, we’ll go out and engineer it to determine how expensive it will be to build and how many customers we’ll need in the area – similar to what Google Fiber is doing.

How can I help make my neighborhood a Greenlight District?

The best way is to get your neighbors to sign-up for our service. Feel free to download and email our brochure to your neighbors. You can also send an email to our sales team at sales@greenlightnetworks.com to request additional tools like door hangers to pass along or if you’d like us to participate in neighborhood events.

What areas of the community have received the service? Which areas are next?

We expect to deploy across all parts of the Greater Rochester Area. Of course, customer demand will determine how we prioritize network construction.

Our initial Greenlight District construction was in the village of Pittsford, NY. Since then, we have opened new Greenlight Districts in Brighton, Pittsford, Irondequoit, and Rochester. We will continue to build our fiber-networks according to our neighborhood rankings, which are based on customer sign-ups, and our costs to build out our fiber network in the area.

Will Greenlight provide an Internet connection that’s faster than what I’m used to?

Yes. A lot faster! Most Internet connections from the cable company allow for download speeds of 10Mbps or less. The phone company’s Internet service is usually much slower than that! Greenlight’s starting download speed is 100Mbps, which is 10 times faster and our top speed is 100 times faster.

Will there be a contract?

For residential service, contracts are not required.

Do I need a landline to have Greenlight?

No phone line is required. That’s a good thing, because many of our customers are only using their cell phones now!

Will I have to install new lines?

Greenlight will take care of bringing the fiber into the 1st floor or basement of home as part of our standard installation.

What equipment goes in my house?

We will provide each customer with an Optical Network Terminal (ONT). There is not an additional equipment rental fee for the ONT. We install the ONT, which is about the size of the cable or DSL modem you have today at the in-home installation appointment. The ONT needs to be placed within 6′ of a power outlet, and should also be next to your router. Typically this will be installed in the same area as your current Internet Service equipment is located.  We recommend that the ONT be installed on the 1st floor (office or living room) unless your current router is already installed in your basement.

Will I need to upgrade my router?

Possibly! If your router was provided to you by your old DSL/Cable provider, then yes. Otherwise, it is up to you and your preferences. If you feel as though you may need a new router please look into our list of preferred routers!

Another thing to keep in mind is the age of your router, which can impact the speeds you actually receive.

How long will the installation take?

Generally 30-90 minutes, depending on where we’re installing the ONT.  Most of our work is done outside of your house, and you don’t need to be home for that.  Once our construction team connects our fiber to the side of your home (similar to cable or phone), we’ll contact you to select an appointment time that’s convenient for you.  That’s right–your own appointment time, no more, we’ll be there between 8AM and 5PM!  Just tell us where you want our connection to go, and our technicians will get in and out as quickly as possible.

When should I contact my current Internet service provider to discontinue service with them?

We suggest you contact them no sooner than the day after your in-home installation. This will help you to make sure your services are not disconnected with them before your service with us starts. Make sure you transfer your email address book if you have your email through that provider.

Will I get a new email account with Greenlight?

Since there are so many free and inexpensive email alternatives available, we do not provide email accounts.  Gmail, outlook.com, Yahoo!, and others provide great service for free, and you don’t get tied to your ISP.

How does your billing work?

We bill for services and require payment a month in advance. We also require Auto-Pay for recurring monthly services via a credit card or checking account. We have an online portal for you to use to view your monthly billing invoices and manage your account. Prepayment of pro-rated service charges along with installation fees may be charged after you receive confirmation of your in home installation appointment.

How do I reset my password for the website?

Please send an email to support@greenlightnetworks.com with your request. We will respond within 24-48 hours.

How do I create an account?

An account is created for you when your address is serviceable for Greenlight. The account is used for ordering and scheduling. (Billing and payment information is not available online at this time).

How do I find out if my address is in a serviceable area?

We have several Greenlight Districts that currently have service and several Districts we are accepting orders for. Click here to find out if your address is in one of these districts.

Billing Question?

Please send an email to support@greenlightnetworks.com with your request. We will respond within 24-48 business hours.

How do I update my credit card or payment information?

We have a customer portal where you can update your payment information online. Please click here to log in. Once you have logged in, you will be able to update your payment information by clicking the “Billing & Payment” tab and clicking on “Add Payment Information”

How do I view my bill online?

We have a customer portal where you can view your bill online. Please click here to log in. Once you have logged in, you will be able to view your bill by clicking the “View Your Bill” button on the homepage.

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. Click here to learn more about applications that allow you to make free phone calls using the Internet.

 

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

This depends on whether or not 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.