Help center

How can we help?

Search our guides, get in touch, or report a problem — whether you're a customer, mid-build, or just have a question.

Safety emergency? A downed line, exposed cable, or hazard — call us now, 24/7. Don't touch it.

Call us

24/7 support line

Live chat

Fastest for quick questions

Email

We reply within a business day

support@hopfiber.com

For current customers

Manage your service

Account help lives in your portal, where your info stays secure.

Billing & payments

View invoices, update your card, set up autopay.

Wi-Fi & troubleshooting

Restart your gear, run a speed test, fix a slow network.

Equipment & returns

Manage your router, request mesh, return hardware.

Manage your account

Update contact info, password, and notifications.

Move or transfer service

Take Hop with you or transfer to a new owner.

Upgrade your plan

Bump your speed — changes apply on your next cycle.

New to Hop

Getting started

Everything you need before you're online — no account required.

Check availability

See if Hop serves your address yet.

How construction works

From permitting to a lit street, step by step.

Prepare for installation

What to expect and have ready on install day.

Equipment specs

The ONT, Wi-Fi 7 router, and mesh you'll get.

Track my order

Check the status of a pending order or build.

Report a problem

Something go wrong?

Damage, a missed appointment, or a property concern during a build — tell us and we'll make it right.

Construction damage

Our crew damaged your lawn, driveway, fence, or a utility line during the build.

Missed or no-show install

Your technician didn't arrive in the scheduled window. We'll reschedule and make it right.

Property restoration

Request restoration of your yard, sidewalk, or landscaping after construction wraps.

Verify a door-to-door rep

Confirm someone claiming to be from Hop is legit — or report a suspected scam.

Billing or charge dispute

See a charge that doesn't look right? Flag it and we'll investigate.

Down line or safety hazard

Exposed conductor, a line down across a road, or anything dangerous — call us now.

Contact us

Send us a message

General questions, sales, or feedback — we'll get back to you.

Report an issue

File a report

Construction damage, a missed install, or a property concern.

FAQ

Common questions

I'm not a customer yet — can I still get help here?

Absolutely. The Getting started and Report a problem sections are open to everyone, including people in the middle of a build or install. Account-specific help requires signing in to protect your information.

A crew damaged my property during construction. What do I do?

Use the Report an issue form below and choose “Construction damage,” or email claims@hopfiber.com. Include your address, the date, and photos if you have them. We'll open a claim and follow up to coordinate repair or restoration.

My installer never showed up. Will I be charged?

No. If we miss your scheduled window, there's no charge and we'll prioritize rescheduling. Report it below under “Missed / no-show installation” and we'll reach out to rebook — often same week.

Someone knocked on my door claiming to be from Hop. Is that real?

We do run local field teams, but you should always verify. Choose “Verify a door-to-door rep” below with the rep's name and your address, and we'll confirm right away. Never share account passwords or payment info at the door.

How fast will I hear back?

General messages get a reply within one business day. Damage and missed-install reports are routed to the responsible team immediately. Safety hazards are handled 24/7 by phone.