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We are a service-area business — there is no counter to walk up to. Phone, email and your account are the ways in.

What's on your mind?

Account & Billing

How do I pay my Boston Broadband bill?
You don't pay each invoice by hand — every account is on autopay, so your bill is charged automatically to the payment method on file. Your job is just keeping that method current.
What are the charges on my bill?
Your bill is your monthly plan price plus the optional $10/mo Wi-Fi router if you rent one — and because Massachusetts does not tax internet service, bring your own router and your plan price is the whole bill.
What if I can't afford my bill right now?
Tell us before it becomes a problem. We can forgive up to three months of service outright — not defer it — for customers in financial hardship, and we will not disconnect you while we are working something out.
How do I change my internet plan?
Ask us to move you to any other residential tier — there is no contract, so there is no penalty for changing.
I'm moving. Can I take my service with me?
If your new address is on our fiber map, we move your service with you; if it is outside our area, we close the account with no early termination fee.
How do I cancel my service?
Contact us to cancel; there is no term contract and no early termination fee on residential and small-business plans.
How do I update my account details?
Update your contact and payment details at myaccount.bostonbroadband.com or in our app, or email [email protected].
Does Boston Broadband have data caps?
No. Every plan is unlimited, on every tier, with no overage charge and no threshold at which we slow your connection down.
Does Boston Broadband require a contract?
No. Residential service is month to month, with no term commitment, no early termination fee and no introductory price that jumps at month thirteen.

Troubleshooting

How do I run an accurate speed test?
Plug one computer into the wall port with an Ethernet cable, close everything else, and run the test two or three times — anything else is measuring your Wi-Fi, not your line.
Why is my speed test slower than my plan?
Most results below plan speed come from the measurement — Wi-Fi, the device's network port, the cabling, or the test server — but if a proper wired test is well short, we want to hear about it.
My internet is down — what do I do first?
Check a second device, then plug straight into the wall port — if a wired computer works, the problem is inside your home; if nothing works, call us at (617) 693-9434.
How do I know if there's an outage in my area?
If we know about an interruption at your address we'll text you, push a notification to the app, and email you — and if you'd rather check yourself, call (617) 693-9434 and a bulletin plays before the phone menu.
Why is my streaming buffering?
Restart the app and the streaming device first — on a symmetrical fiber line, buffering is almost never a bandwidth shortage.
Why do my video calls and games lag?
Lag is caused by latency, jitter, and packet loss rather than a lack of bandwidth — a bigger plan won't fix it, but a wired connection often will.

Setup & Installation

How do I check if fiber is available at my address?
Enter your address on bostonbroadband.com and we'll tell you on the spot whether fiber is live at your building — and put you on the priority list if it isn't.
Where is Boston Broadband available?
We serve Boston, Brookline and Cambridge, Massachusetts — and within those cities availability is building by building, so the only real answer comes from checking your address.
Which internet plan should I pick?
Gigabit at $80/mo is our most popular plan; Core 500 at $60/mo suits a smaller household, and you only need more than a gig if you move very large files or run a lot of wired gear at once.
How do I get ready for my installation?
Decide where you want the wall port, make sure the technician can reach that spot and the building entry point, and have someone available who can authorize the work.
What happens when the technician comes?
The technician brings fiber from the street into your building, terminates it at a wall port you chose, and hands you a standard Ethernet port your own router plugs into.
How do I get online for the first time?
Connect your router's WAN port to the wall port with an Ethernet cable, give it a couple of minutes to come up, then run a wired speed test.
How do I switch from my current internet provider?
Keep your existing service running until your Boston Broadband line is installed and tested, then cancel and return your old provider's equipment.
How much does Boston Broadband cost?
Residential plans run from $30/mo to $300/mo, and that price is the whole bill unless you choose to rent our $10/mo Wi-Fi router.
Who is Boston Broadband?
A locally owned fiber internet provider headquartered in Coolidge Corner, Brookline, serving homes and businesses in Boston, Brookline and Cambridge.

Manage Services & Equipment

How do I find my Wi-Fi password?
Check the label on the router first — the network name and password are usually printed right on it.
How do I change my Wi-Fi name or password?
You change both in your router's own settings — and afterward, every device has to reconnect with the new password.
Can I use my own router?
Yes — we hand off standard RJ45 Ethernet or SFP, so any router you want plugs directly into the wall port.
Where should I put my router?
Put it as central and as high as you can, out in the open — not in a closet, a cabinet, or the basement.
Why doesn't my Wi-Fi reach my whole home?
Dead spots are almost always a coverage problem, not a speed problem — one router can only cover so much of an older building.
How do I connect a device with an Ethernet cable?
Run a cable from a LAN port on your router to the device — and use it whenever you want a real speed test or a stable desktop.
What router does Boston Broadband provide?
A TP-Link HX510 Wi-Fi 6 router, rented at $10/mo — optional on Base 300, Core 500 and Gigabit, and not offered on the two multi-gig tiers.

Business & Property Managers

How do I get support for my business account?
Call (617) 693-9434 or email [email protected], Monday to Friday 8am–6pm ET — the same local team that answers residential calls, with a few things handled differently for business.
Can I get a static IP address?
Yes — a static IP is $20/mo per IP on any plan, business or residential; Enterprise DIA includes static IPv4 with BGP routing available, and the residential 10 Gig plan includes a /30 block at no extra cost.
Do I need your internet to use your business phone system?
No — Business Voice runs over any internet connection anywhere in New England, and Cloud PBX extensions are $45/mo with taxes and fees included.
How do I set or update my 911 address?
Your registered address is set when you sign up and you can update it yourself in the app at any time — and you should, whenever an extension moves, because 911 is dispatched to the address on file rather than to wherever the device actually is.
Does Boston Broadband offer an SLA?
Enterprise Dedicated Internet Access carries availability SLAs up to 99.99%, agreed contract by contract, with service credits negotiated in that same contract — standard business plans have no published availability figure.
How do I get fiber into my building?
It's four steps — a site survey, an access agreement signed by the property owner, in-building wiring, then service turn-up — and it starts with a call or the request form on our properties page.
What text messages will I get from Boston Broadband?
We text about your service — appointments, technician arrivals, outages and maintenance, and support replies — only if you've opted in, and you can reply STOP at any time to stop them.

Talk to us

Call (617) 693-9434, Monday to Friday 8am–6pm ET, or email [email protected]. We answer within 24 hours, and usually within an hour.

Boston Broadband is a service-area business serving Boston, Brookline and Cambridge, Massachusetts. There is no counter to walk up to — phone, email and your account at myaccount.bostonbroadband.com are the ways in.

Didn't find it?

Send us the question directly through the contact page and we'll answer it — and if the answer belongs here, we'll add it. For service terms, privacy, SMS terms and our open internet policy, see the legal pages. Contact us or read the terms, privacy and SMS pages.