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Please see below for answers to our most commonly asked questions.If you have questions that aren’t covered below, please contact us here
What type of Internet service do you offer?
We offer business class Internet and dedicated internet access.
How do I upgrade to more bandwidth?
You may call customer service for your bandwidth service changes. Please note that bandwidth upgrades require 24-48 hours turn-around.
Do I need a cable modem to connect to your internet?
No, our Internet connection does not require a cable modem. However, if you plan on using your connection with more than one computer, a router will be needed.
Do you offer WIFI service?
Customers are responsible for enabling WIFI service within their office.
How can I make my Internet connection a wireless one?
A wireless router or access point needs to be installed in your network.
Is firewall protection provided with my Internet connection?
No, customers are responsible to protect their own networks.
Do I have to sign a contract for your Internet service?
We offer terms from 1 month to 36 months.
Do you offer a SLA?
Service Level Agreements are offered with the dedicated Internet access, however bandwidth is guaranteed on all our plans including the business class Internet.
What is VOIP?
VOIP, also known as Voice over IP, IP Telephony or Internet Telephony, refers to the transmission of voice traffic over internet-based networks.
How will my telephone line work?
To place calls via VoIP, a user will need a software based sip phone program OR a hardware based VoIP phone. Phone calls can be made to anywhere and to anyone: Both to VoIP numbers as well as PSTN phone numbers.
What are SIP Phones?
SIP Phones are the same thing as VoIP Phones or Soft phones. These are telephones that use VoIP technologies for making calls over an IP Network or the traditional PSTN networks.
How much bandwidth would I need to make a call?
You will need at least 96 kbps for each concurrent call to support high voice quality.
Will I need new hardware with my service?
Yes, you may need new phones, a router and a switch.
How do I go about porting my number to your company?
Contact customer care and they will provide you with the appropriate forms to submit to carrier from which you are transferring.
Can I keep my existing 800#?
Yes you may, or you can acquire a new one from us.
Who do I contact regarding setting up additional products and features?
Our Customer Care hours are Monday through Friday from 8:30 AM – 5:00 PM EST
Our Technical Support hours are Monday through Sunday from 8:30 AM – 10:00 PM EST
How long do I have to wait to be installed?
Installations are normally done within 48 hours depending on the nature of the installation.
What is the standard billing cycle?
Your monthly invoices are typically generated on the first day of each month.
What format will it be in?
All invoices are emailed in a PDF format.
What forms of payment do you accept?
For your convenience we accept Visa, MasterCard and American Express.
How do I know which plan is best for me?
It all depends on your needs, but feel free to visit our support page for more information or our contact us page a representative will be able to guide you in the right direction.
“Lightspeed’s customer service is great. If I have an issue, the problem is rectified in a timely fashion. The service is always fast and very professional.”
– Eran Goldshmit, New York Diamond Center.
“We have always been completely satisfied with Lightspeed’s work, as they do an excellent and punctual job and are always available to provide assistance.”
– Ruperta Duncan-Gordon, WK Webster.
“Lightspeed’s work has been a major factor in our company’s success, helping it sustain high availability even when our competitors were affected by natural disasters.”
– Vish Jain, Tower Legal Solutions
“I have used Lightspeed for my Internet and phones for more than 7 years and have never been happier. They go above and beyond any other company!”
– Cynthia Socci, Local 803 Health Welfare & Pension Funds
“We can always count on Lightspeed’s excellent customer service. I have worked with Tamika for many years and I found her to be consistently pleasant, tackling all work orders and repairs with dedication and a smile.”
– Sean Christie, Christie Properties
“I have always found Lightspeed to be responsive and professional in their approach, more importantly, their work is excellent. When something is moved or installed, it is done right the first time.”