Frequently Asked Questions

How long has HG&E been in the fiber optic telecom business?

Since 1998, HG&E has provided Internet and private data services to local companies.

If I have an issue with my service, how long does it take for HG&E to respond?

HG&E will contact you within minutes to determine the cause of the issue and the appropriate course of action. HG&E strives to complete repairs on the same business day.

My business is important to me. What happens if I have an issue with my service at 3 am on a Sunday morning?

HG&E is available 24 hours a day, 7 days a week, 365 days a year. We support you and your business with a team of local, qualified and competent professionals. All support problems should call (888) 513-3090.

Does HG&E have experience with the E-Rate process?

Yes. HG&E has helped many school districts implement Voice Services along with Ethernet Networking and Internet solutions that qualify for the E-Rate program.

What is Metro Ethernet Fiber?

This is a state of the art local network technology offering scalable and reliable delivery of telecommunication services. A MetroE network is a metropolitan area network (MAN) that is based on Ethernet.

MetroE is commonly used to connect subscribers to a larger service network or the Internet. Businesses use MetroE to connect offices together in a private network, similar to a VPN.

HG&E deployed its network to MetroE service in 2005.

How do I get pricing on your services and find out how long it will take to install it?

For specific pricing and installation details, please contact sales at (413) 536-9444.

Where are your services available?

HG&E is proud to offer and extensive fiber optic network throughout Holyoke, Springfield, Chicopee, and the greater Pioneer Valley.

Are bandwidth usage statistics available online?

Yes! Contact HG&E Telecom sales or technical support to find out how to access the statistics.

Is router setup included with initial installation?

No, not at this time. HG&E Telecom will provide your IT professional with documents listing the required router settings.

Why did my bill include charges for amounts different from what I was told I would be billed?

The first time some of your charges are billed, they are pro-rated on a daily basis from the date your service started until the date you were billed, resulting in slightly different end results. After the first billing, the charge will return to the normal fixed amount.

I receive multiple bills for multiple service locations. Can I get all these charges on one bill?

Yes, just contact your sales representative at (413) 536-9444.

Can I see my previous bills or make payments online?

Yes, just visit HG&E's our payment page to find links to bill information.

Is fiber better than cable?

Yes. Fiber optic is a dedicated bandwidth network offering higher speeds and greater bandwidth even at greater distances. Also, fiber optic is not affected by electromagnetic interference.

I'm a current customer and I need to make a DNS record change. Who should I contact?

Can HGE.net host my email, DNS, and website?

Yes. We support LAMP (Linux, Apache, MySQL, and PHP).

I host my website and email with HG&E. How do I add or modify my email addresses?

Open your Internet browser and type in www."your domain name"/cpanel i.e.: www.yourdomainname/cpanel

All the lights on my equipment are on and look normal, but I cannot get on the Internet?

Try power cycling your equipment (power on / off). If Internet access does not come back, please call (888) 513-3090 and report the issue to our Support Team.

We use Apple products in our office. Will they be compatible with HG&E's network?

Yes, any device that has a network card or has the ability to connect to the Internet, can connect and utilize HG&E's network.

How is HG&E different from the competition?

Dedicated Network: We only offer dedicated fiber connections to your building meaning that the upload and download speeds are the same.
Local Support: We offer local customer service with extremely fast response time for installation and service visits.
Competitive Pricing: Our pricing when comparing fiber to your location is very competitive and often times less than our competition.

Once we install HG&E Internet and/or Data Network Services how long does it take to increase bandwidth if we need it later on?

If needed, we can increase bandwidth for both Internet & Data the same day you request it.

Can I get Internet service at my home?

HG&E currently serves businesses and a few residential pilot projects. Additional options for residential services are constantly being evaluated, but are not currently available. Learn more and express your interest by exploring HG&E's Fiber-to-the-Home information.

What is the advantage of using Fiber Internet service?

The main advantages are the nearly limitless capacity to deliver and receive your Business’s requirements now and in the future.

Can I get business Phone service?

Yes, HG&E’s fiber network can deliver a full range of advanced Phone services, from Business VOIP lines and SIP trunks, to Hosted Phone services.