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You can up date your contact information through the customer portal. Click the “Update Contact Information” button when you are finished to save the changes. 

Invoices are available in your online account under the “Billing” tab. 

Log in to your account portal and navigate to the “Billing” section to update your details. 

We bill a month in advance for services with your invoice due upon receipt. You do have the duration of your billing cycle to make payment before it is considered late.

We are happy to offer customers pre-authorized debit or credit card payment options as well as online banking, cheque and cash payments. Payments can be made in person at any financial institution.

You can change your plan at any time. Please contact our Customer Experience team for more information.

Slow speeds can be caused by device limitations, or technical issues.

Here are the most common reasons and troubleshooting steps: 

• Testing Over Wi-Fi Instead of Wired Connection 
• • Wi-Fi connections are subject to interference, signal loss, and congestion, often resulting in lower speeds than a direct wired (Ethernet) connection.  

• Other Devices Using Bandwidth 

• • If other devices on your network are streaming, downloading, or uploading data during the test, your available bandwidth will be split. Disconnect all devices and then reconnect. 

• Router or Modem Issues 

• • Outdated or malfunctioning Wi-Fi routers and devices can throttle your connection. Restart your equipment and ensure your router supports high-speed connections.  

Unplug the power cable, wait 30 seconds, and plug it back in. Wait for all the lights to stabilize before testing your connection again. 

• Confirm all cables are properly connected and undamaged. 

• Check the indicator lights on your router and fiber box for errors. 

• Reboot your router and fiber box. 

• Check our website status page for outages or maintenance.

• If you see visible damage to the fiber cable, contact our technical support. 

• Forget the Wi-Fi network on your device and reconnect by entering the password again. 

• Ensure your router’s firmware is up to date. 

• Try connecting to another device to determine if the issue is device specific. 

• Move your router to a more central location, away from walls and obstructions. 

• Keep the router away from electronic devices that could cause interference. 

• Consider using a wired Ethernet connection for critical devices. 

• Update to a newer router or ask about our eero Pro 6E Wi-Fi solution. 

You can make your Wi-Fi network more secure by creating a guest network and changing your default password on a regular basis.

Change your Wi-Fi password immediately and contact technical support for further assistance. 

• Ensure your router is placed in a central, elevated location away from interference sources like microwaves or cordless phones. 

• Update your router’s firmware. 

• If the problem continues, test with another device or cable to rule out hardware issues. 

Once you’ve signed the service agreement, there are six steps to installing your fiber Internet.

1. The construction design team identifies the best route.
2. Once approved, a Locate Request is submitted to identify any underground utilities.
3. Once the locates are completed, the construction team will contact you to arrange physical installation fo the fiber.
4. Once the drop has been completed,

Before any underground construction takes place, you must go to clickbeforeyoudigmb.com or call 1-800-940-3447 to submit a locate request. Click Before You Dig will notify Valley Fiber and all other utilities in the area of your project to make it easy for you. Valley Fiber and other utilities will then contact you directly to schedule a locate.