Installation FAQs
Residential FAQs
Installation FAQs
Click here to learn more about the installation process.
How will you run the fiber? What is the process for both types of installation?
Each potential UTOPIA Fiber address has been previously engineered and assigned as overhead or underground. How we run our fiber into your home typically is determined by how the power enters the home.
Overhead Installation: If your utilities run from power poles into your home, our crew will typically follow those power lines as well. Simple as that. Your installation can be scheduled as early as the next day depending on availability.
Underground Installation: Two different crews will do the install in two steps. The first crew will dig a couple of bore pits and install conduit prior to the services installation. You do not need to be home for our crews to install conduit in your yard. The second crew will run the fiber from the UTOPIA Fiber box through the conduit to the inside of your home, usually through the cold air return, and install any necessary equipment in your home. They will also test your speeds to make sure everything is running smoothly and set up correctly. You can check out some installation videos on our YouTube channel at www.youtube.com/utahfiber.
What equipment will be installed in my home and where?
An ONT (Optical Network Terminal) is the only standard equipment that we install. If you order telephone service, a Telephone Adapter (TA) will also be installed. The only requirement is that we install the equipment near a power source. Aside from that, we recommend that it is installed out of the way, where it cannot be easily tampered with or damaged, but is still accessible to you or a technician. The ONT is mounted to the wall. Many times, we install in utility rooms, garages, and home offices. The inside equipment covers roughly 16 x 12 inches.
How many lines will be run in my home?
1 fiber line will be run into each home. Standard installation includes 1 port for data, 1 port for phone, and 2 ports for video if those services are purchased from the service provider. Additional data drops/ports are not provided. Additional CAT5E cables are provided at $60 per cable. Standard installation does not include any wall “fishes”.
What type of cable is used?
We use CAT5E wiring on the inside of your home. If you have your own CAT5E cable, our technician can test it to see if it is usable.
What are the specs of the conduit used?
You can find a diagram of our conduit specs here.
What is the installation process if I already have UTOPIA Fiber equipment in my home?
Since your home already had fiber running to it in the past, you will most likely not need any work done outside of the home. If we can reach your equipment remotely, you may be able to sign up the same day. If we cannot reach your equipment remotely, a UTOPIA Fiber technician will come to your home and check if our fiber is still intact and replace any equipment if needed. This can be scheduled as early as next day, depending on availability.
When should I cancel my current services?
We recommend that you wait one business day AFTER installation to cancel your previous services, so that you can verify your new services are working correctly. Neither UTOPIA Fiber, nor your new provider has the authorization to cancel services with your previous provider. You, as the customer, must cancel them. IMPORTANT NOTE: If you are porting a number and you cancel services prior to your number porting, you will lose your number.
Do I need a wireless router? What type of router do you recommend?
If you want Wi-Fi running throughout your home, you will need a wireless router. UTOPIA Fiber does not provide routers so you will need to provide your own. For best results and to maximize your bandwidth, we recommend routers from Netgear and Linksys. For a list of specific recommended routers, click here. Be sure to purchase a router capable of handling at least 1 Gbps of speed.
There is damage to my UTOPIA Fiber equipment and/or my equipment isn't working properly. How do I request a repair?
You can contact our Customer Service Department to schedule an appointment for a technician to do repairs. They can be reached at 801-613-3880 or support@utopiafiber.com.
Fees may apply.
My conduit needs to be relocated. Who do I contact?
Contact our Customer Service Department at 801-613-3880 or support@utopiafiber.com.
Fees may apply.When should I expect my first bill?
After your installation is complete, you will be receiving two bills every month. One from UTOPIA Fiber and one from your ISP. Typically, you will receive your first bill from your ISP about a week after installation; however, each ISP bills differently. You will need to contact them directly for their billing terms. Your first bill with UTOPIA Fiber will be sent the first of the month following the installation. All UTOPIA Fiber bills will be sent to the email address you provided when you signed up, unless you have specifically requested a paper bill.
Who do I contact if I have any questions?
If you have questions before or during your installation, contact our Customer Service Department at 801-613-3880. If you have questions after your install, contact your ISP. They will be able to assist you with any issues you may be experiencing. You can find their contact information here.