Gateway Fiber came to Northampton in October 2024 with a big splash promising faster
internet speeds at fixed lower costs. In addition, they promoted that when you call, you will
speak to a “real person,” not a computer-generated answering machine.

They did quickly install fiber optic cables in the more densely populated areas in the
villages of Florence and Bay State in the fall of 2024. I observed trucks in the Florence
area installing fiber optic cables on the utility poles while driving in the area. In late October after signing up for the service I contacted Gateway Fiber inquiring about when they would be in the Ryan Road area where I reside. I was informed that Ryan Road would be their second phase in March of 2025. March has come and gone. I keep seeing where Gateway Fiber installs fiber optic cable elsewhere in other community locations citing happy customer comments on Facebook.

Gateway Fiber has reached out in Northampton with some promotions and is reaching
out to the business community of late on Facebook. My assumption is the downtown area where utilities are underground is a densely populated area where more potential customers exist. I once commented on Facebook that they claim to have “real person” answering the phone, yet no phone number is available in Northampton. With that comment I was provided with a number to call. This was in May of this year and I spoke to an individual who stated after much discussion said Gateway has all the permits for the utility poles for Ryan Road but has not yet apply for them.

Question: Why? Gateway Fiber should make available a phone number for residents or provide notices with their agenda for installing cables in Northampton. The following are my assumptions:

1. Economics in business would delay installing cables in rural areas until there
are enough customers to justify the installation of cables in those areas. (This is
why some rural areas in western Massachusetts still lack Wi-Fi.) This could happen here
with fiber optic cables.

2. There is a reluctance in the average consumer to get their service for the
following reasons.

a. The high-speed fiber optic cable does not broadcast TV channels.

b. Streaming service. Especially if consumers do not have a smart TV.

c. Gateway as part of their service should offer a one-time service for customers to assist in getting a streaming service as part of their installation.

A dissatisfied resident wanting, waiting for information.

Roland Joe Dupuis

Florence