Quick Fixes: Understanding Your ONT Lights and Troubleshooting Tips

	Status Light	What It Means
POWER, BROADBAND, SERVICE, ETHERNET	Solid Green	Everything is running normally
Flashing Green	The device is attempting to connect
Solid Red	Something may be wrong with the connection
Off	The device is not connected or powered on
PHONE	Solid Green	There is a call in progress
Off	Your phone is ready to use (no call in progress)

Customer Login

Electric | Water | Internet | Phone

Login or create an account to get access to payment and usage history, copies of statements, and email and text alerts.

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Call Norwood Light Broadband

781-948-1150

Call Norwood Light Electric

784-948-1100

A-01

General Purpose Residential

M.D.P.U. No.268 Cancels M.D.P.U. No.259

Availability

Single phase only; for all residential use except as provided for Apartment or Multiple Dwellings.

Apartments and Multiple Dwellings

If, in an apartment building or residential premises having more than one dwelling, separate metering of each individual apartment or dwelling does not presently exist, so that billing directly to the individual tenants is not feasible and service has been rendered through a single meter then the customer charge shall be multiplied by the number of apartments or dwellings connected to such a meter.

Limitations

Total capacity of all motors shall not exceed 10 horsepower. All motors larger than 1/4 horsepower shall be operated at 240 volts.

Monthly Charges

Customer Charge: $10.00 per month
Distribution Charge: $0.0608/kWh
Purchased Power & Transmission Charge: $0.1199/kWh
Minimum Net Bill: $10.00 per month
A discount of 10 percent will be allowed on all bills paid within 10 days of the date thereof.

Purchased Power Adjustment

As provided in M.D.P.U. No.274, Purchased Power Adjustment, applied after discount to all kilowatt-hours on this rate.

Conservation and Renewable Energy Charge

A charge of $0.0025/kWh will be applied after discount to all kilowatt-hours on this rate.

NYPA Hydropower Credit

As provided in M.D.P.U. No.275, NYPA Hydropower Credit, applied after discount to all kilowatt-hours on this rate.

Issued on May 22, 2018 Effective on all bills mailed after July 1, 2018

E-05

Low Income Residential

M.D.P.U. No.277 Cancels M.D.P.U. No.266

Availability

Single phase only; for residential use only. Available upon application to the Norwood Light Department in accordance with this filing.

Minimum Requirements

Applicants must be customers of record, head of household and receiving SSI. Certification of these three items is required annually and must be provided by the applicant before billing under this rate can be initiated.

Limitations

Total capacity of all motors shall not exceed 10 horsepower. All motors larger than 1/4 horsepower shall be operated at 240 volts.

Monthly Charges

Customer Charge: $10.00 per month
Distribution Charge: $0.0608/kWh
Purchased Power & Transmission Charge: $0.1199/kWh
Minimum Net Bill: $10.00 per month
A discount of 35 percent will be allowed on all bills paid within 10 days of the date thereof. Discounts will not be allowed on any bills paid after the discount period.

Purchased Power Adjustment

As provided in M.D.P.U. No.274, Purchased Power Adjustment, applied after discount to all kilowatt-hours on this rate.

Conservation and Renewable Energy Charge

A charge of $0.0025/kWh will be applied after discount to all kilowatt-hours on this rate.

NYPA Hydropower Credit

As provided in M.D.P.U. No.275, NYPA Hydropower Credit, applied after discount to all kilowatt-hours on this rate.

Issued on May 22, 2018 Effective on all bills mailed after July 1, 2018

PPA

Purchased Power Adjustment

M.D.P.U. No. 274 Cancels M.D.P.U. No. 257

There shall be added or credited to each monthly bill an amount equal to the total kWh billed during the month multiplied by the Purchased Power Adjustment determined as follows:

A) The total Purchased Power Cost including transmission expense estimated to be charged to Accounts 555 and 565 for the period of usage MINUS:

B) The total revenue estimated to be recovered through application of the Purchased Power Charge from all customers for the period. ALL DIVIDED BY:

C) The estimated kWh to be sold during the period.

Normally the Purchased Power Adjustment will be calculated for billing for a six-month period beginning January 1st and July 1st of each year using the best information available to the Department at the time regarding the cost of purchased power and the amount of kWh to be sold during the six-month period. An adjustment shall be made each time that the Purchased Power Charge is calculated to reflect differences between estimated and actual kWh sold as well as to reflect differences between estimated and actual purchased power costs for the most recent sixmonth period for which actual data is available. This adjustment will be utilized in the following six-month Purchased Power Charge calculation to recover/credit any under collection/over collection of purchased power charges resulting from the previous months’ billings. The Department reserves the right to adjust the Purchased Power Charge more frequently if purchased power costs or kWh sales deviate significantly from the estimates used to set the Purchased Power Charge.

Issued on May 22, 2018 Effective on all bills mailed after July 1, 2018

O-15

Outdoor Lighting

M.D.P.U. No.276 Cancels M.D.P.U. No.265

Availability

To any customer for outdoor lighting for private property.

Area Lighting

The Light Department will furnish, install and maintain the lamps, luminaries, brackets and photo electric control and will provide electric service to operate the lamps.

Installation "A"

Lighting service supplied under this rate shall be installed on an existing approved company pole carrying utilization voltage.

Installation "B"

The company will furnish and maintain one pole and section of secondary wire not to exceed 125 feet for lighting service supplied under this rate.

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Flood Lighting

The customer will furnish the lamp, luminaries, photo cell, brackets and all required hardware to be approved by Norwood Light Department. The above will be installed by the Light Department and the Light Department will provide electric service to operate the lamp.

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* This service not available for new installation. ** Customer must provide replacement bulbs under these rates.

Purchased Power Adjustment

As provided in M.D.P.U. No.274, Purchased Power Adjustment, applied after discount to all kilowatt-hours on this rate.

Conservation and Renewable Energy Charge

A charge of $0.0025/kWh will be applied after discount to all kilowatt-hours on this rate.

Terms of Contract

This service may be terminated by giving 90 days notice in writing. If service is terminated prematurely, a penalty charge for unrecovered plant will be charged to the customer.

General Conditions

(1) Lamps will be operated by photo electric control, with hours of question aggregating approximately 4,200 per year, from dusk to dawn.
(2) Service and necessary maintenance will be performed only during the regularly scheduled working hours of the company. Burned out lamps will be replaced upon notification of the outage for lamp outages.
(3) "Company poles" shall include poles owned jointly by the company with other. Approval of poles, pole locations and structures for the installations shall be at the sole discretion of the company.
(4) Any required equipment other than the above will be installed and maintained at the customer's expense.
(5) The customer shall assume all risk of loss or damage to equipment and property, in connection with the lighting system.
(6) The customer is responsible and liable for the design and aiming of all luminaries.

Issued on May 22, 2018 Effective on all bills mailed after July 1, 2018

P-16

Primary Service

M.D.P.U. No.271 Cancels M.D.P.U. No.262

Availability

Three-Phase high tension only where established facilities of the department permit.

Limitations

Metering will be accomplished on the primary side of customers' transformers. At Light Department option compensated secondary metering may be substituted. In no case will the Department own, maintain, or be responsible in any way for any customer owned equipment or apparatus.

Monthly Charges

Customer Charge: $8.58 per month
Distribution Demand Charge: $12.00/kVA
Distribution Energy Charge: $0.0399/kWh
Purchased Power & Transmission Demand Charge: $12.00/kVA
Purchased Power & Transmission Energy Charge: $0.0737/kWh
A discount of 10 percent will be allowed on all bills paid within 20 days of the date thereof
Minimum Net Bill: $100.00 per month

Purchased Power Adjustment

As provided in M.D.P.U. No.274, Purchased Power Adjustment, applied after discount to all kilowatt-hours on this rate.

Conservation and Renewable Energy Charge

A charge of $0.0025/kWh will be applied after discount to all kilowatt-hours on this rate.

Issued on May 22, 2018 Effective on all bills mailed after July 1, 2018

H-08

Heating

M.D.P.U. No.269 Cancels M.D.P.U. No.260

Availability

Apartments and Multiple Dwellings

If, in an apartment building or residential premises having more than one dwelling, separate metering of each individual apartment or dwelling does not presently exist, so that billing directly to the individual tenants is not feasible and service has been rendered through a single meter, then customer charge shall be multiplied by the number of apartments or dwellings connected to such meter.

Limitations

Total capacity of all motors shall not exceed 10 horsepower. All motors larger than 1/4 horsepower shall be operated at 240 volts. Building construction requirements for space heating shall conform to specifications of the department. Requirements for water heater shall be in accordance with Rate F-06.

Monthly Charges Excluding Water Heating

Customer Charge: $7.40 per month
Distribution Charge: $0.0689/kWh
Purchased Power & Transmission Charge: $0.1040/kWh

Monthly Charges for Water Heating

Customer's option of either:
(a) Uncontrolled energy - computed on above Rate or
(b) Controlled energy - computed on Rate F-06

A discount of 10 percent will be allowed on all bills paid within 10 days of date thereof.

Minimum Net Bill: $7.40 per month

Purchased Power Adjustment

As provided in M.D.P.U. No.274, Purchased Power Adjustment, applied after discount to all kilowatt-hours on this rate.

Conservation and Renewable Energy Charge

A charge of $0.0025/kWh will be applied after discount to all kilowatt-hours on this rate.

NYPA Hydropower Credit

As provided in M.D.P.U. No.275, NYPA Hydropower Credit, applied after discount to all kilowatt-hours on this rate.

Issued on May 22, 2018 Effective on all bills mailed after July 1, 2018

M-13

Heating

M.D.P.U. No.269 Cancels M.D.P.U. No.260

Availability

Three-phase high tension primary service only where established facilities of the Department permit and customer provides required equipment for new buildings and additions to existing buildings where no fuel other than electricity is used for space heating.

Limitations

Metering will be accomplished on the primary side of customer's transformers. In no case will the Department own, maintain, or be responsible in any way for any customer owned equipment or apparatus.

Monthly Charges

Customer Charge: $100.00 per month
Distribution Demand Charge: $12.00/kVA
Distribution Energy Charge: $0.0435/kWh
Purchased Power & Transmission Demand Charge: $12.00/kVA
Purchased Power & Transmission Energy Charge: $0.0833/kWh

The billing demand shall be the 15-minute kilovolt-ampere demand occurring at the time of the Municipal Light Department's system demand for the month.
Building construction requirements for space heating shall conform to specifications of the department.
A discount of 10 percent will be allowed on all bills paid within 10 days of the date thereof.

Purchased Power Adjustment

As provided in M.D.P.U. No.274, Purchased Power Adjustment, applied after discount to all kilowatt-hours on this rate.

Conservation and Renewable Energy Charge

A charge of $0.0025/kWh will be applied after discount to all kilowatt-hours on this rate.

Issued on May 22, 2018 Effective on all bills mailed after July 1, 2018

F-06

Water Heating

M.D.P.U. No.270 Cancels M.D.P.U. No.261

Availability

Single Phase only, for residential and commercial electric water heating during "off-peak" hours only, except that energy for water heating will be available for not less than 17 hours in each calendar day.

Apartments and Multiple Dwellings

Water heaters shall be of an approved electric, storage, two element type of not less than 50 gallon capacity. Each tank to which the electric hot water heater is connected or in which the electric hot water heater is installed, shall be provided with a combination temperature and pressure relief valve of the tube type which provides a tube extending down into the water in the tank and a vacuum relief valve, these devises to be placed directly on the tank and not in the piping to or from the tank. No check valve is to be permitted in the cold water line.

Monthly Charges

Customer Charge: $8.58 per month
Distribution Charge: $0.0280/kWh
Purchased Power & Transmission Charge: $0.0790/kWh
Minimum Net Bill: $ 8.58 per month
No Discount allowed under these rates

Purchased Power Adjustment

As provided in M.D.P.U. No.274, Purchased Power Adjustment, applied after discount to all kilowatt-hours on this rate.

Conservation and Renewable Energy Charge

A charge of $0.0025/kWh will be applied after discount to all kilowatt-hours on this rate.

NYPA Hydropower Credit

As provided in M.D.P.U. No.275, NYPA Hydropower Credit, applied after discount to all kilowatt-hours on this rate.

Issued on May 22, 2018 Effective on all bills mailed after July 1, 2018

Setup AutoPay

Sign up to set up monthly automatic payments for your electric, broadband and/or water bills. Return your completed form to Norwood Light.

ACH Direct Debit Credit / Debit

ACH Direct Deposit

Credit / Debit

ACH must include a voided check



Holiday Closures

New Year's
Half Day December 31
Closed January 1

Martin Luther King Day
Closed January 19

Presidents Day
Closed February 16

Patriots' Day
Closed April 20

Memorial Day
Closed May 25

Juneteenth
Closed June 19

Independence Day
Closed July 4

Labor Day
Closed September 7

Columbus Day
Closed October 12

Veterans Day
Closed November 11

Thanksgiving
Closed November 26 & 27

Christmas
Half Day December 24
Closed December 25



Light Board Commissioners

Amanda R. Grow
Chair

William J. Plasko
Vice Chair

Robert G. Donnelly

Matthew E. Lane

Michael Saad



Senior Team

Daniel Morrissey

Superintendent

Jason Haber

Assistant Superintendent

Darryl Hanson

Director of Broadband Operations

Cathy Traietti

Director of Business Operations



Internet Basics

What is symmetrical internet connection/speeds?

A symmetrical internet connection means that the data speed and file transfer rate are the same in both directions, i.e., download and upload speeds are identical. For example, streaming videos are downloading, whereas sending a file is uploading. Video conferencing is both because you're sending and receiving video at the same time. Symmetric connection speed is super important to avoid lag in either direction. Most internet providers o er slower upload speeds because of the limits of the copper cables they use. Our network is 100% fiber optic, so that limitation magically vanishes.

What is the difference between megabit and gigabit?

Megabits (Mbps) and gigabits (Gbps) are units of measurement for the speed in which information travels through the internet. Gigabits provide higher speed than megabits, and 100 megabits are ten times faster than 10 megabits. We o er a range of speed options from 1 gig to 3 Gigs for all your internet needs. Picking one depends on a few factors, including how you use the internet and how many devices will be on it at the same time. We can help talk you through the options.

Why does fast internet speed matter?

Whether you are working from home, streaming your favorite movie, video calling Grandma, or conquering the latest game, all those activities require fast, reliable internet for a great experience. Don't be restricted by slower speeds that get bogged down even more when everyone at home is on their favorite device. Whether wired or over Wi-Fi, the more people use an internet connection, the slower it may go. So it's important to have higher speeds available so that everyone can use the internet without slowdowns.

What does Norwood Light Broadband Fiber offer?

Norwood Light Broadband Fiber offers fast, reliable 100% fiber-optic internet with powerful Wi-Fi at symmetrical speeds and without data caps, hidden fees, or other unpleasant surprises.



Service & Installation

How do I check if there is an outage in my area?

If your internet goes down unexpectedly, please call us at 781.948.1150 to report the issue so we can hop on it. If we experience an unexpected outage in your area, we will email or text you to let you know. (Note: you will need to opt into receiving text of email messages. Alerts and Notification)
https://mybroadbandaccount.com/norwoodlight

Why fiber? Why is it better than copper?

Fiber optic cables offer higher speeds and more reliable service and transmit data upwards of 100x faster than traditional copper cables, which have limited bandwidth and transmission speed. Fiber cables use light rather than electronic pulses to transmit data so the signal travels farther without losing speed or signal. This means all your streaming services will stream, not stall, and you won’t lose the game because your internet was too slow.

Will construction at my home affect my internet?

It might. Call us at 781-948-1150 and tell us what you’re having done so we can determine if we need to move your connection point or make any other changes.

Can I keep my existing phone service?

Yes. For residential customers, Norwood Light Broadband Fiber is an internet/phone-only provider. We do o2er residential phone service for $24.99 per month for the 1st phone line. $14.99 for any additional lines.

Can I keep my existing TV service?

No. For residential customers, Norwood Light Broadband Fiber is an internet/phone-only provider. We do not offer TV service, but with Norwood Light Broadband fast and reliable Internet connection you can stream TV through popular streaming services using your smart TV or a device such as a Firestick or Apple TV, typically at a fraction of the cost of your current cable package.

What is included and what is additional?

Both ONT (Optical Network Terminal) and Wi-Fi router are included at no charge. If you have a large home or thick walls that requires a signal boost, you can lease additional Wi-Fi units for $6.99 each per month. Please contact us at: 781-948-1150 and press option 2.

Which devices will be installed with Norwood Light Broadband Fiber?

A ONT (Optical Network Terminal) and Wi-Fi router are installed.

Can I set up a guest or public Wi-Fi network?

Yes. Our Wi-Fi allows multiple accounts and passwords including guest passwords. Need to give the babysitter limited access? No problem. How about your weekend guests? Set their password to expire Sunday night. You have total control.

How long will you support the equipment provided? What should I do if it breaks?

Norwood Light Broadband Fiber Internet owns and supports the connectivity hardware provided by our service technicians. If the equipment provided breaks, we will replace it at no charge. If you have any additional questions, please give us a call at 781-948-1150 and press option 2.

Can I run a server from my home?

Our Terms of Service prohibit running a server for commercial purposes. However, personal, non-commercial usage of servers that complies with our Acceptable Use policy is fine, including using a virtual private network (VPN) to access services in your home and using hardware or applications that include server capabilities for uses like multi-player gaming, videoconferencing, and home security.

Can I use my own Wi-Fi system?

Yes, but if you use your own Wi-Fi system, please make sure that it fits the recommended specifications. Please note that the Norwood Light Broadband Fiber support team will not be able to support Wi-Fi systems manufactured by third parties. We highly recommend using the included Wi-Fi 7 router for optimum performance.

How does my installation get scheduled?

Visit the Residential Internet page or call us at 781-948-1150 and press option 3.

How can I change my installation appointment time?

Please contact us at 781-948-1150 and press option 2 to reschedule.

What happens during the installation?

Installation is broken into two parts. Outside installation is first, where we run the fiber optic cable from the service demark to the side of your home and connect it via a NID (grey box full of wizardry) that hangs inconspicuously on the outside. Then we install your router and set up the Wi-Fi inside your home. After that, it’s surf’s up!



Internet Plans

Your service claims to offer symmetrical speeds. My old internet service only gave me part of the advertised speed at certain times of the day. Will I get all the bandwidth and speed with Norwood Light Broadband Fiber?

Devices that are hardwired to your new router will receive all the speed and bandwidth promised. Wireless speed depends entirely on the wireless network within your home and varies based on several factors including distance from the wireless connection point to the device, obstacles in between them, and environmental factors.

How to run a speed test Performing a speed test on your home network can be a great way to troubleshoot any issues you think you might be having with your internet connection. If you run a speed test and your upload and download speeds are much slower than the speeds provided by your internet plan, you may have an issue with your internet connection.

Not only does a speed test give you the upload and download speeds of your network at that current time, but it provides upload and download ping/latency results as well. For reference, if you have anywhere between 1-60ms of latency in your home network (for upload or download), those are considered great latency values. If your latency values are greater than 150ms, you may experience
performance issues, and you’ll want to take a closer look at why your latency is so high.

For best results when running a speed test, we recommend the following:

We recommend the speed test that Ookla offers, as I have had great experience using their speed test (and I feel it gives the most accurate results)
Ensure you’re the only one using the internet when you perform the speed test
Run the speed test multiple times throughout the day to get an average speed that your home network is seeing
When running the speed test, connect your device to your router with an ethernet cable. This will ensure a poor Wi-Fi signal doesn’t affect your speed test results

Will my Wi-Fi connection be as fast as a wired connection?

No. Wi-Fi is slower than wired connections. However, the Wi-Fi technology in our mesh network provides great connectivity throughout your home or business.

Do I need to buy a new computer to take full advantage of Fiber Internet?

To take full advantage of a Fiber 1000mbs/ 1Gbps connection, you’ll need a computer or laptop that supports a gigabit (in geek terms, this means having a 1Gbps 1000BaseT network interface card). Most newer computers and laptops already support gigabit speeds. But if you’re not sure if your computer or laptop does, consult your computer documentation and look for the following terms: 1000baseTx or 1000Mbps or 1Gbps or GigE.

Is your Wi-Fi mesh or extender?

We use eero, a sophisticated yet easy-to-use mesh network that delivers consistent signal strength throughout your home.

Will I be able to use Wi-Fi with Norwood Light Broadband Fiber?

Yes. Your Norwood Light Broadband Fiber internet service includes powerful Wi-Fi designed to give you access to high-speed fiber internet throughout your home. You can use your existing Wi-Fi if you prefer, but we can’t o2er the level of support you would get with ours. Switch to ours. You’ll like it better.

Are there any data caps on my internet connection?

No way! We want you to use and enjoy all of your super-fast Internet. There are no caps or limits to the amount of data you can send or receive. And we don’t throttle back, ever. It’s full speed all the time.



Digital Phone

How do I access my residential phone portal?

You can manage your residential phone service features, including voicemail, call forwarding, and billing preferences, through your dedicated online portal. This portal allows you to customize and control your service from anywhere

Access the Residential Phone Portal >



Troubleshooting

How can I test my internet speed?

You can easily test your current connection speed to see if you are getting the bandwidth you expect. For the most accurate results, we recommend performing the test while connected to your Wi-Fi network or—even better—by directly connecting your computer to the router with an Ethernet cable.

Run a free, third-party speed test. >

How do I troubleshoot connectivity issues with my home internet?

If your internet is down, try these three quick steps before calling support:

Check the Modem Lights: Locate your modem (where the fiber line connects). Verify the Power, Broadband, Service, and Ethernet lights are all lit up. If you’re using one of our eero mesh Wi-Fi, check your eero app for the status of your network.
Reboot the Modem: Unplug the modem, wait 30 seconds, and then plug it back in. Wait 2-3 minutes for it to fully restart and for your router to reconnect.
Connection: Ensure your device has reconnected to your Wi-Fi network, and then try loading a website.

Call your local Norwood Light Broadband Fiber tech support  781-948-1150 option #2 and our team will be happy to help.



Account & Billing

What should I do if I’m moving?

Moving in. If you are moving into Norwood, welcome! Sign up for electric service first, and then sign up for our broadband service for high-speed internet, HD cable TV and digital telephone.

Water accounts are always billed to the property owner. If ownership has changed, the account will be updated per the Assessors Department after the deed for the property has been filed. These updates are done monthly. As a result, any interim bill will be sent to the homeowner.

Moving out. We are sorry to see you go, but before you do please contact us to cancel service:

Electric – Call our office at 781-948-1200, 10 days prior to your move to schedule a final reading for your electric service.
Water – Call the Department of Public Works at 781-762-1413, 10 days prior to your move to schedule a final reading for your water service.
Broadband – Return all equipment (boxes, remote controls, power cords, etc.) to our office at 136 Access Road between the hours of 7:45 am – 4 pm Monday through Friday.

Why does my electric bill seem higher than usual?

A higher than usual bill may be due to the seasons, holidays and billing periods.

Seasonal Reasons:

Cold weather can increase you bill by more than 10% if you use electric heat.
Shorter days increase the need for lighting.
Heavier, winter clothing requires a longer time in an electric dryer.
During holidays, more electricity is used for cooking, cleaning, lighting, heating and entertaining.
Indoor activities use more energy for lighting, cooking and entertaining.Hot, humid weather can increase cooling costs by 10% or more.

Billing Periods
A typical billing period is between 29 and 31 days. Holidays and other factors beyond our control may make a billing period up to 35 days long. An additional five days can increase a bill by 17%.

When should I receive my bill?

Electric Bills are mailed based on your account number.
- Accounts beginning with 011 through 102, 232, 233 and 241 are mailed on the 6th of each month.
- Accounts beginning with 111 through 221, 231, 251 and 252 are mailed on the 24th of each month.
Water Bills are mailed the 15th of each month.
Broadband Bills are mailed on the 2nd of each month.

Please allow up 3 business days for delivery of your bill. Please note these dates may be adjusted for weekends and/or holidays.

What do I do if I think my bill is incorrect?

Please contact the billing office.

Call: 781-948-1200
Email: info@norwoodlight.com
Visit: Norwood Light, 136 Access Rd., Norwood, Monday – Friday, 7:45 am – 4 pm

What do the line items on my bill mean?

Visit the Reading Your Bill page for detailed explanations on your electric, water, and internet/phone bills.

How do I pay my bill?

We have five convenient ways for customers to pay the bills, visit the Ways to Pay page to learn more.

What payment options do I have?

Credit/Debit cards with a Visa®, American Express®, Discover®, or MasterCard Logo® (3% service fee added to all credit/debit card payments)
Electronic check payments (will need routing number and checking account number)
Automatic Withdrawal from checking or savings account (Customers with Automatic Withdrawal and email billing will receive $5.00 credit towards monthly bill)
Check payments mailed thru the US Post Service
Pay in person at the Town Hall or Light Department
Pay by phone 781-948-1150 with e-check or credit/debit card (fees apply)

Why is my first bill higher than expected?

We bill each month’s charges in advance. As an example, if you sign up in September you will not receive your first bill until the first week of October in which it will show prorated charges for the month of September and a full month’s charges for October. This is due to the date your service started. If your installation was completed before your billing cycle began, your first bill will be a little higher. Don’t worry, this only happens once. Your next bill will be back to normal.

How and when will I be billed?

Monthly on the first business day of each month.

Will I receive a paper bill?

We send a paper bill by default. You can sign up for email billing. If you choose to sign up for email billing and ACH automatic payment you will receive a $5 credit towards your monthly bill. (This $5 credit is for fiber internet customers only, not legacy internet.)

Can I add another person to my account?

Complete the Account Designee form to authorize another person, such as a spouse or roommate, to obtain your account’s billing and usage information. Privacy laws require the account owner only to complete and return this form.

Can I sign up for direct debit?

Sign up to set up monthly automatic payments for your electric, broadband and/or water bills.

ACH: Complete the direct debit authorization form
Credit/Debit: Complete the credit card authorization form
Return your completed form to us (ACH must include a voided check):

Email: Businessoffice@norwoodlight.com
Fax: 781-769-0660
In Person: 136 Access Road, Norwood, MA

How do I transfer my internet service?

Norwood Light Broadband only services the community of Norwood, MA. If you are moving within the Norwood community. To start your move process, contact our customer support team at 781-948-1150 and press option 2.

How do I change my plan?

You can call us at 781-948-1150 and press option 2. Our representatives will be happy to assist you with making any changes to your service. There is no charge to change plans. We simply adjust your bill next month to reflect the change.



Internet Powered Phone Service

Starting at

$19.99/mo

Replacement SIP Trunks

These are digital phone lines that replace traditional analog lines. SIP (Session Initiation Protocol) trunks allow for voice and data communication over the internet, offering flexibility and cost savings. They are a replacement for physical phone lines.

What's Included

Business Analog SIP Trunk Line

Up to 4 lines for $19.99 each
5 or more lines for $17.99 each
9 lines or more for 15.99 each
Per minute rate: $0.03

Direct Inbound Dialing (DID)

$0.50 a line

Used with existing PBX or other Telephone Switch



Cloud-Based Phone System

Starting at

$19.99/mo

Hosted PBX Services

A hosted PBX (Private Branch Exchange) is a phone system delivered over the internet. Instead of having a physical PBX system on-site, the service provider manages it in their data center. This offers features like call routing, voicemail, and conferencing without the need for on-site hardware maintenance.

What's Included

Hosted PBX Seat

Up to 4 lines for $19.99 each
5 or more lines for $17.99 each
9 lines or more for 15.99 each
Per minute rate: $0.03

Hosted PBX 2000 Minutes

$34.99 a line

Extensions

$9.99 a line

Stand Alone Voicemail Boxes

$4.50 a line

Hold Music

$14.95 per account

B-02

General Purpose Commercial & Industrial

M.D.P.U. No.271 Cancels M.D.P.U. No.262

Availability

Single Phase, low tension, and where established facilities of the department permit, three-phase, low tension. Service available at 120 volts for lighting and at 208 volts or 277 volts for power.

Limitations

All motors and motor-starting equipment shall be subject to the approval of the department. The locked rotor current of any motor shall not exceed 450 percent of its rated load current. Any motor in excess of 10hp must be brought to the attention of the department.

Monthly Charges

Customer Charge: $14.14 per month
Distribution Charge:
^First 200 kWh per month: $0.1054/kWh
^Next 1,800 kWh per month: $0.0200/kWh
^All over 2,000 kWh per month: $0.1054/kWh
Purchased Power & Transmission Charge: $0.1100/kWh
Minimum Net Bill: $14.14 per month
A discount of 5 percent will be allowed on all bills paid within 10 days of the date thereof.

Purchased Power Adjustment

As provided in M.D.P.U. No.274, Purchased Power Adjustment, applied after discount to all kilowatt-hours on this rate.

Conservation and Renewable Energy Charge

A charge of $0.0025/kWh will be applied after discount to all kilowatt-hours on this rate.

Issued on May 22, 2018 Effective on all bills mailed after July 1, 2018

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