Faqs

FREQUENTLY ASKED

QUESTIONS

Expressing Interest

Why do I have to provide my address?

You must always start by providing your address so that we can be sure that you live in an area where we plan to build our network. By using your address, we can also determine the area to which you belong so that you’ll be referred to the correct website for your neighbourhood. Knowing your location also helps us to estimate the cost for connecting you to the network.

Why do I have to provide my address?

By providing your address, we can be sure that you live in an area where we plan to build our network. We also want to ensure you’ll be referred to the correct website for your neighborhood. Knowing your location will also help us to estimate the cost for connecting you to the network.

I can’t log in, it says that the email address is already in use.

Follow these simple steps:

  1. Click “Login” (in the top right of the page)
  2. Click the “Forgot or Don’t have a Password?” found under the login button on the login page
  3. Request a password for your email address (this is also your user account)
  4. You will receive an email with a link to enter a new password

If you would like to change the email address associated with your account, create a new user account by clicking “Create Account” and complete the signup process.

I can’t find my address, what should I do
As long as you find your neighborhood in the list of areas you will be able to proceed.
Can I use a smartphone or tablet to show my interest?

Absolutely! During the survey response, don’t take the speed test because it requires access to your network from a desktop computer.

Can I change my answers to a survey?

Yes! Just complete another survey and it will replace the previous one.

Can I submit multiple surveys or signups from the same address?
Only one survey or signup per household/business is allowed.
Can I change my signup?
Contact our team and we will help update your account information.
Why do I have to accept Terms For User Registration when I register as a customer?
You acknowledge that Bonfire Fiber (and software provider, COS Systems Inc) is providing the Service Zones solution and is responsible for the information gathered at this site.
I’m not receiving any confirmation email or other email correspondence. What should I do?
Our emails can sometimes get caught in Spam filters. If you do not receive an email from us after you have placed an interest or an order, please check your Spam or Junk folders.

To make sure our emails aren’t caught in your Spam filters, consider “whitelisting” our email address by following these simple steps.

Open Access Marketplace & Orders

What is an Open Access Network?

The term “Open Access Network” describes a network that allows multiple service providers to provide services to the end users connected to the network. This presents options for the customer in choosing from several connected service providers based on services they offer, the technical standard, and price. An Open Access Network promotes competition between connected service providers benefiting the customer by improved service levels and competitive pricing.

What is an Open Access Network?

The term “Open Access Network” describes a network that allows multiple service providers to provide services to the end users connected to the network. This presents options for the customer in choosing from several connected service providers based on services they offer, the technical standard, and price. An Open Access Network promotes competition between connected service providers benefiting the customer by improved service levels and competitive pricing.

How do I order service?

If your home/premises is connected to the Bonfire Fiber broadband network, the easiest way to order your service is directly at 505fibertest.broadbandportal.net. Here you will find a wide range of providers of internet, with add-on services like television and telephone. Here’s how it works:

  1. Navigate to the marketplace to view and order services after indicating your address, plan type (residential or business), and building type (commercial building, single-family home like a house or condo, or a multi-dwelling unit, like an apartment building). The benefit of using the open access marketplace is that you can compare prices and conditions between different ISPs. Choose the provider and service that suits you.
  2. Once you find the package you like, including speed, service provider, and any add-ons, begin to place an order.
  3. To start the order, you must log in or create an account. In the registration, you provide, among other things, your contact details such as e-mail address and telephone number. You can then update your contact details yourself, so that your service provider and Bonfire Fiber have the correct contact details for you.
  4. You choose the date for service activation yourself. When you have completed your order, the selected service provider is automatically informed about your order and we will coordinate with you and the service provider to ensure everything is set up correctly to bring you the best possible fiber broadband experience.
  5. Get started. If you order an internet service with today’s date, the service is activated immediately. You may need to restart your equipment so that the IP address is assigned from your chosen provider. For other services, see the service’s delivery information for information on how quickly you can get started with the service.
I can’t find my address, what should I do?

This is unlikely, but if it does occur, send us an email at [email protected] and we will validate that location and add it to the list of available addresses for ordering services. We will contact you once the address has been added to the list and you are eligible to order services.

What if I want to end, change, or move a service?

Switch to another service
To switch from one service to another, you cancel your current service and order a new one, see section “Order service” for more info. Remember to check the notice period and any binding period you have on your current contract.

Cancel service
Log in with your username and password.
Go to My Page, then My Services and click the Details button on the service you want to cancel.
Click the Cancel service button and then select the date when the service should be closed.
When you change the date and click the Cancel button, a cancellation request will be sent to your service provider.

Move the service to another address
You can move your services all by yourself (provided the service supports moving) without having to make a call.

The easiest way to move the service is to log in from your new address and from there retrieve the service from the old address by searching for the service and clicking on Move order.

Can services be transferred?
Transfers are not handled.

If you want the order to be filled by a new person, this is handled by termination and new order.

I’m not receiving any confirmation email or other email correspondence. What should I do?

Emails from our website can sometimes get caught in the spam filter.

If you do not receive any emails from us after you have placed an interest or order, you can check the folder for spam.

You can also change to another email address on my pages (login at the top right).

To guarantee our emails are not ever caught in the spam filter again, here is a link to “whitelist”: whitelist.guide. At this link, you will see an option to select your email provider (Gmail, Yahoo, Outlook, etc.) and then you will see instructions for how to ensure our email address is always sent to your primary inbox.

Payments (Installation Fee and Billing for Services)
What is an Open Access Network?

You must always start by providing your address so that we can be sure that you live in an area where we plan to build our network. By using your address, we can also determine the area to which you belong so that you’ll be referred to the correct website for your neighbourhood. Knowing your location also helps us to estimate the cost for connecting you to the network.

What is the purpose of the installation fee?

An installation fee is common for any network connection to pay for the equipment and technician required to connect each address. However, Bonfire is committed to keep costs fair and affordable for you with varied installation fee options. Here’s what you can expect for an installation fee:

  • For 1 Gbps and 2 Gbps residential service, we waive your installation fee!
  • For Tribal Members and Other Natives, residential or business customers, we waive your installation fee!
  • For 250 Gbps residential or business service, the installation fee varies.
    • If you sign up early, the installation fee is $49.
    • If you sign up after construction is completed, the fee is $99. Sign up early to save $50 or order 1 Gbps or 2 Gbps services!
Will my installation fee deposit be reimbursed if I don't receive services?

Yes, in the extremely unlikely event that services cannot be extended to your address, we will guarantee that your deposit for installation will be reimbursed.

When will an invoice arrive for services?

Billing starts when you are connected to the network. This will happen after your installation; someone will arrive at your house and connect your address to our fiber network. You have complete control to schedule when you want someone to arrive and when you want services to start.

Common Problems

What is an Open Access Network?

You must always start by providing your address so that we can be sure that you live in an area where we plan to build our network. By using your address, we can also determine the area to which you belong so that you’ll be referred to the correct website for your neighbourhood. Knowing your location also helps us to estimate the cost for connecting you to the network.

I have problems with my subscription/my connection. What should I do?

You should contact your service provider if you are experiencing problems with your subscription or connection. To better identify the problem, please consider the following questions:

  1. Have you restarted your router/gateway by unplugging it for at least 5 minutes?
  2. Is the network cable unplugged or damaged?
  3. Do you experience the problem at a particular time of day or throughout the day?

Providing as much information as possible to your service provider will help them resolve issues quickly. After investigating the issue, your service provider will contact us, if necessary.

What does it mean that the service is “Not orderable”?

To order services on from Bonfire Fiber, you need to be connected to our open broadband network. Services are “not orderable” when the address entered is not currently connected to our fiber network. If you’d like to express interest in being connected to the network, please register that interest as a survey or email us at [email protected]