FAQ

A Wi-Fi Gateway will be available through Fort Dodge Fiber at no charge, but you can use your own Wi-Fi router if you choose. Our technician will assist with setting up your system during installation. If you opt for the Fort Dodge Fiber Wi-Fi Gateway, you’ll benefit from remote support whenever an issue arises.

Service calls are subject to a $50 call-out fee. Additional charges may apply for equipment repairs and replacement, depending on the situation. The $50 service call fee will be waived for those with Worry-Free Wi-Fi.

Residential: 1st of the Month – Invoice Issued 15th of the Month – Due date; AutoPay is processed for enrolled customers. 16th Day after Invoice Issued – Late Fee Applied 20th Day after Invoice Issued – Account Suspended 27th Day after Invoice Issued – Account Deactivated with a $30 reactivation fee applied If your account is suspended, an online payment will automatically reinstate your service. If your account has been deactivated, you will need to call the Customer Experience Center to reactivate it. Business: 1st of the Month – Invoice Issued 15th of the Month – AutoPay is processed for enrolled customers (if under $350). 45th Day after Invoice Issued – Payment Due 46th Day after Invoice Issued – Late Fee Applied 60th Day after Invoice Issued – Account Suspended 67th Day after Invoice Issued – Account Deactivated with a $30 reactivation fee applied Billing Schedule for Purchased Equipment (Phones & ATA Adapters): NET 60 Day terms for all Equipment – 1.5% late fee applied on NET 61. Billing will continue until all Fort Dodge Fiber equipment is returned to 617 Central Avenue. Reminder: You are billed a month in advance, meaning your first bill will include an entire month plus proration from the date of installation. You can pay your bill through your online Customer Portal, at our Customer Experience Center, or by mailing it to: Fort Dodge Fiber, 617 Central Avenue, Fort Dodge.

Fort Dodge Fiber internet plans include UNLIMITED data, and we’ll never ask you to sign a contract. We believe in earning your business every day, so you have the flexibility to change your plan anytime. With no data caps, you’ll have plenty of bandwidth for all your surfing and streaming needs. If buffering occurs, it’s not due to data caps; it may be a Wi-Fi signal issue, and we encourage you to call our 24/7 technical support team at 515-515-5111 to see if a Wi-Fi extender would be beneficial.

Offering traditional cable TV would have required a significant financial investment for a service that’s declining in popularity. We’ve chosen to focus on providing the best possible internet connectivity, allowing you to select the streaming service that best suits your entertainment needs. Since we won’t be offering TV services, we encourage you to explore satellite services, streaming options, antennas, or other alternatives. We also offer the MyBundle tool to help you choose the best streaming service for your needs. Take a short 8-question quiz here to get started.

It’s easy for a home to require 100 Mbps or more. When deciding on a service plan it is important to account for all of those smart devices you passively have running: locks, appliances, security cameras, lighting, speakers and more. The small things can really add up. 8 Kbps Smart Watch 320 Kbps Wireless Speaker System 512 Kbps Home Assistant 1 Mbps Phones on Wi-Fi 2 Mbps Smart Doorbell 6 Mbps Streaming internet radio Baby-monitoring device connected to mobile phones Three-way video chatting with family around the country Smart Thermostat Outdoor Home Security System 8 Mbps ​ Fiber-connected Smart Fridge 12 Mbps Teleconferencing with colleagues Wi-Fi enabled Washer and Dryer 25 Mbps Connected 4K TV 50 Mbps AR/VR Home Gaming System

Logging Into the Customer Portal for the First Time Email Link: Use the link sent to your email registered with Fort Dodge Fiber. (Need the email resent? Call our Customer Experience Center at 515-515-5000). Create Account: Click the “Create Account” icon. Set Password: Create a password with at least 8 characters, one uppercase letter, and one special character. Confirm your password. Sign In: Once your password is set, you’ll be redirected to the “Sign In” page. In the Customer Portal, you can: View your plan details Set up AutoPay or make one-time payments Change your plan (if you use our equipment, but note that the 5 Gig plan requires a separate modem) See your account number To access the Customer Administration Portal in the future, click the icon that reads ‘Access My Account’ in the monthly email or visit www.FortDodgeFiber.com and select “Customer Portal.” How to Make a Payment Log In: Access your Customer Administration Portal. Select "PayNow": At the top of your screen. Choose Payment Method: Use the dropdown to select a method, then click “Manage Payment Methods.” Add Payment Method: Select “Add Payment Method” and enter your details (E-Check, Debit, or Credit). Check “Set as Default Payment Method” if desired, then click “Add.” Complete Payment: Return to the main screen, select “PayNow” again, choose your payment method, enter the payment amount, and click “Submit Payment.” How to Set Up AutoPay Log In: Access your Customer Administration Portal using the link in your email. Enable AutoPay: Click the “AutoPay” icon, toggle “Enable AutoPay,” and select “Manage Payment Methods.” Add Payment Method: If needed, add your payment method (E-Check, Debit, or Credit) and set it as default. Save AutoPay: Return to “AutoPay,” select your saved payment method, and click “Save.” AutoPay processes payments on the 15th of each month. Remember to update your payment information if your card expires to avoid fees. Other Information To update account contact details or authorized users, please call the Customer Experience Center at 515-515-5000. You can also bring a voided check to 617 Central Avenue for help with AutoPay setup. For more assistance, call us at 515-515-5000.

You can find your Fort Dodge Fiber account number within your Customer Administration Portal or within the email you receive on the 1st of each month. That email will contain your monthly invoice, and your account number can be found on the top of the PDF attached in your email. You can also call our Customer Experience Center at 515-515-5000 Monday-Friday 8am to 5pm and confirm CPNI details and a member of our staff can share your account number with you over the phone.

Fort Dodge Fiber takes the security of your personal information seriously. Fort Dodge Fiber is required to follow the Federal Communications Commission (FCC) regulations on Customer Proprietary Network Information, better known as CPNI. CPNI includes such information as optional services subscribed to, current charges, directory assistance charges, usage data, and calling patterns. In general, anything that appears on a internet/phone bill is protected as CPNI. Customers can verify their identity by the following methods: In Office Visit · Present their government-issued photo ID to a Fort Dodge Fiber staff member before having a conversation about CPNI-protected topics. o Government-issued photo ID could be a Driver’s License, Passport, or a State Issued ID Card · Using the phone number on record with the account, the customer will be asked to verify a code sent via text message by a Fort Dodge Fiber Staff Member Over the Phone Using the phone number on record with their account, the customer will be asked to verify a code sent via text message by a Fort Dodge Fiber staff member. If the phone number on record does not have text messaging enabled, the customer will be asked to do one of the following: Hang up the phone and the Fort Dodge Fiber staff member will call the phone number on record. Tell the Fort Dodge Fiber staff member the account’s CPNI Passphrase. Please visit our office and present a government-issued photo ID to discuss CPNI-related topics. CPNI Passphrase Set-Up Customers must call Fort Dodge Fiber at 515-515-5000 with the phone number associated with their account or visit our office in person to create their CPNI passphrase. Additional Authorized Account Users If a customer wishes to authorize additional users on their account, the customer must call Fort Dodge Fiber at 515-515-5000. Authorized users must know the CPNI security phrase when calling Fort Dodge Fiber or be able to present a valid government-issued ID at an office visit. Fort Dodge Fiber is happy to answer questions or concerns about CPNI. Please contact our Customer Experience Center staff at 515-515-5000 Monday-Friday from 8 am to 5 pm.

Voicemail as well as other calling features can be accessed on your ‘Customer Phone Portal’ (This is separate from your Customer Administration Portal used to see your services and payment options) You should have received an e-mail when we activated your phone service with your username and password information. If you did not receive that please contact us at 515-515-5000 and choose option 2 for Technical Support. Step by step instructions can be found here. Basic Key Commands These can be used to activate features without having to log into the portal. *62 . Retrieve voicemail *70 . Cancel Call Waiting *99 . Clear Voice Message Waiting Indicator *97 . Directed Call Pickup *33 . Directed Call Pickup with Barge-in *55 . Direct Voice Mail Transfer *78 . Do Not Disturb Activation *79 . Do Not Disturb Deactivation *75 . Speed Dial 100 (Configure) #nn . Speed Dial 100 (Use) *72 . Call Forwarding Always Activation *73 . Call Forwarding Always Deactivation Call *90 . Forwarding Busy Activation *91 . Call Forwarding Busy Deactivation *92 . Call Forwarding No Answer Activation *93 . Call Forwarding No Answer Deactivation

To cancel your services, please follow these steps for a smooth and efficient process: Return Equipment: Bring all Fort Dodge Fiber equipment, including the gateway, extenders, and their power cords, to our Customer Experience Center at 617 Central Avenue, Fort Dodge, Iowa 50501. Returning this equipment is necessary to complete the cancellation. Billing Discontinuation: Once the equipment is returned, billing on your account will stop immediately. Lost or Damaged Equipment: Any unreturned equipment will be classified as “Lost/Damaged,” and you will be responsible for the replacement costs. Unreturned or Unpaid Equipment: If the equipment is not returned or if payment for lost or damaged items isn’t received, Fort Dodge Fiber will seek assistance from the State of Iowa for collections. Following these steps will ensure prompt and accurate cancellation of your services. If you have any questions, please contact our Customer Experience Center for assistance. You can find a detailed list of charges for lost or damaged equipment in our Rate Policy: Fort Dodge Fiber Rate Policy.