Frequently Asked Questions

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Greenlight Networks was founded in 2011. Initially, we provided ultra high-speed Internet service to apartments. In June 2012, we received approvals from the New York State Public Service Commission that allowed us to extend our fiber-optic network directly to homes and businesses.

Yes, much faster! Our network will deliver internet speeds of up to 2 gigabits per second. That’s more than 100 times faster than what most americans have access to today. Our standard service is up to 500 megabits per second for downloads and up to 500 megabits per second for uploads—that’s over 25 times faster than what most americans have access to today!

We have several Greenlight Districts that currently have service and several Greenlight Districts where we are planning upcoming construction. Click here to find out what status your Greenlight District is in.

Greenlight’s fiber network involves significant design, planning and construction work to lay hundreds of miles of new fiber-optic cable. Where we build and when is based on a number of factors including customer demand, cost and complexity of building the district, the number of easements and permits required, among other factors.

Greenlight district is a grouping of houses, apartments and businesses selected by the Greenlight Networks team with shared or adjacent geographical and infrastructural boundaries, neighborhood association boundaries and utility pole pathways among other things. Greenlight districts represent our approach to organizing and managing the expansion and construction of network infrastructure essential for connecting homes to our fiber-optic internet.

The best way is to get your neighbors to sign-up for our service. Check out our Community Advocate Tool Kit for ways to bring Greenlight to your neighborhood faster. You can also send an email to our sales team at sales@greenlightnetworks.com to request additional tools like door hangers to pass along or if you’d like us to participate in neighborhood events.

We do all of our billing through autopay which requires a card/ACH account to keep the cost down for our customers. You are not charged until you are installed with service and you can change your card/ACH at anytime once you are installed.
We pre authorize $0.01 so that we know they are valid and working cards/accounts.

As of 11/26/18, Greenlight Networks no longer requires prospective customers to put down a $10.00 deposit when placing their order or pre-order for service. If you have paid a $10.00 deposit, it will automatically be applied to your first month’s bill once you have been fully installed. If you have paid a $10.00 deposit and canceled your order or pre-order, you will be refunded your $10.00 deposit.

Yes, we charge a one-time fee of $100. This can be split up into 4 different payments or paid in full. Once we have our fiber-optic network built in a neighborhood, we will start running fiber to the homes of people that have placed and confirmed their order with us, which costs $100. When we install service to your home, we will first run a fiber cable from our network to a unit we install on the side of your house. After that is completed, a Greenlight technician will extend that line into your home and connect your fiber optic ONT (modem). The installation fee covers the cost of both visits and the materials involved in connecting your home. You will not be charged anything until your service is installed and connected.

For residential service, contracts are not required.

Articles are being published about the benefits of having one of the newer routers and we here at Greenlight Networks think it best to upgrade, otherwise you may not get the speed you’re paying for! There are other benefits to purchasing a newer router as well, such as security upgrades, and range upgrades! Please check out this Wall Street Journal article for more information about why it is important to upgrade and our list of Recommended Routers.

  • Since there are so many free email alternatives available, we do not provide email accounts.  Gmail, outlook.com, Yahoo!, and others provide great service for free, and you do not get tied to your ISP.
  • For step by step video instructions on switching to a free email provider, click here to watch.

A static IP address is a fixed address that is assigned manually to a device on the network. They are used in situations where the IP address should never change. Most people do not need a static IP, it will not affect your basic Internet needs such as emailing, streaming, or browsing. There are certain situations where you may require a static IP such as:

  • You have a gaming console, play peer-to-peer gaming and are having Network Address Translation (NAT) error messages.
  • You are set up with home automation and have smart devices you control over the Internet.
  • You own a business and have email or chat servers, database servers, network equipment or a Virtual Private Network (VPN).
  • You have cameras and local Network Video Recorders (NVR)s.

*Cost is $10 per static address

We suggest you contact them no sooner than the day after your in-home installation. This will help you to make sure your services are not disconnected with them before your service with us starts. Make sure you transfer your email address book if you have your email through that provider.

This depends on whether your address is in an area that is already serviceable or accepting orders. If your address is in a serviceable district, once we have received your order we will send your information to our construction team. They will run a line of fiber directly to your house in preparation for your service. This can take 6-8 weeks. Once we hear from them that your home is “fiber ready” we will email you to schedule your installation.  If your address is in a district we are accepting orders from, we are waiting for that district to reach its order goal before adding it to our construction schedule and building the network. How long that takes depends on how quickly people that have signed up for service complete their order for service. Once you have placed your order, you will receive a follow up email, letting you know the status of your district and order.
No, Greenlight does all of our billing through the MyGreenlight Portal.  Every month when your invoice is ready, we will send you an email letting you know that your bill is ready and that you can view it on the portal.  Paperless billing helps keep the costs to our customers down.

Absolutely! At any time you are welcome to make a payment early via the MyGreenlight Portal, or you can contact us at 585-351-6600 to process a payment for you.

Generally, 30-90 minutes, depending on where we’re installing the ONT.  Most of our work is done outside of your house, and you don’t need to be home for that.  Once our construction team connects our fiber to the side of your home (similar to cable or phone), we’ll contact you to select an appointment time that’s convenient for you.  That’s right–your own appointment time, no more, we’ll be there between 8AM and 5PM!  Just tell us where you want our connection to go, and our technicians will get in and out as quickly as possible.

If a new customer moves into a house that has already been installed with Greenlight they are considered ONT Only customers. In order for these customers to activate the service, they would need to perform a self-install: Greenlight Networks Self-Install Guide

Yes, you can! You can put your service on hold for up to 6/9 months. There is a one-time hold fee of $25 that will appear on your next invoice, and there is no fee to re-activate the service.

Our expansion in other markets does not have an impact on our construction in Rochester. Through our joint venture with LeChase construction, we will be working with local contractors in each market to build our fiber-optic network in both areas simultaneously.

As a Greenlight customer, you can opt into SMS text alerts and view outages and maintenance updates through the MyGreenlight Portal.
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