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.
If a technician visit is required, a truck charge will apply for non-Worry Free Wi-Fi customers. Labor is billed at $50.00 per hour during normal business hours and $100.00 per hour outside of normal business hours.
Product: Additional charges will apply for equipment repairs or fiber replacement parts, starting at $0.75 per foot for work performed within the property. Fiber drop replacement costs vary by length; on average, a replacement can range from $250 to $1,000 per fiber drop.
Residential Billing Schedule (Paperless Billing)
1st of the Month: Invoice issued via email (optional paper invoice available for $5/month)
15th of the Month: Payment due and Auto Pay processed (if enrolled)
16th of the Month: 1.5% late charge applied to unpaid balances
20th of the Month: Service suspended until payment is received (service charges will continue to accrue during suspension)
Last Day of the Month: Service deactivated — $30 reconnection charge applies
If your account is suspended, making an online payment should automatically reinstate your service. If your account has been deactivated, you must call the Customer Experience Center to reactivate.
Commercial Billing Schedule (Paperless Billing)
1st of the Month: Invoice issued via email (optional paper invoice available for $5/month)
15th of the Month: Auto Pay processed (if enrolled)
25th of the Month: Payment due in full
Last Day of the Month: 1.5% late charge applied to unpaid balances
60 Days Past Due: Service suspended until payment is received (service charges will continue to accrue during suspension)
90 Days Past Due: Service deactivated — $30 reconnection charge applies
Important Notes:
Billing continues until all Fort Dodge Fiber equipment is returned to 617 Central Avenue.
Services are billed one month in advance — your first bill will include one full month plus prorated charges from your installation date.
Our billing policy does not accommodate payment arrangements.
Payment options:
Online via your Customer Portal
In-person at our Customer Experience Center
By mail: Fort Dodge Fiber, 617 Central Avenue, Fort Dodge, Iowa, 50501
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.
• 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, any extenders, and their power cords — to our Customer Experience Center at 617 Central Avenue (Monday–Friday, 8:00 AM–4:30 PM). Equipment return is required to complete your cancellation.
Billing Discontinuation: Billing will stop immediately once all equipment has been returned.
Lost or Damaged Equipment: Any unreturned equipment will be classified as Lost/Damaged, and you will be responsible for the replacement costs. If equipment is not returned or payment for lost/damaged items is not 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.