Frequently Asked Questions

Questions you might have, answered all in one place.

Billing Customer Portal Fiber Service Fiber Installation Process Technical Support

Billing

I haven't received a bill in
the mail

I haven't received a bill in the mail

We’ve gone paperless to make billing more convenient and environmentally friendly! Your bill is sent directly to the email address associated with your account and will be delivered from no-reply@verobroadband.com. If you don’t see it in your inbox, please check your spam or junk folder. Don't hesitate to call us at (970) 230-8376 for further assistance or to update your email preferences.

When am I billed?

Your first bill is generated on the day of installation and will be emailed to you from no-reply@verobroadband.com. After that, we follow an anniversary billing cycle, meaning you’ll be billed on that same date each month.

Can I set up autopay?

Absolutely! Setting up autopay is easy and can be done from the customer portal in the Billing section, or by calling our customer service at (970) 230-8376. To setup autopay in the customer portal, go to…
Fiber Services: https://account.verofiber.com/portal/billing
Wireless Services: https://account.verobroadband.com/portal/billing

What payment methods do you accept?

What payment methods
do you accept?

We accept Visa, Mastercard, American Express, Discover, Checking Account/ACH, and Checks. Your checking account can be added for ACH payments, or you can mail checks to:
Vero Broadband, LLC
PO Box 679671
Dallas, TX 75267-9671

What happens if I miss a payment?

What happens if I miss a
payment?

If a payment is missed, we’ll send you a reminder via email. Please ensure your payment is made promptly to avoid service interruptions. If you’re facing challenges, reach out to us for assistance at (970) 230-8376.

Who qualifies for the Vero’s Heroes discount?

Who qualifies for the
Vero’s Heroes discount?

Across our markets, we honor those that serve their community through our Vero’s Heroes program. These outstanding community members include veterans, teachers, first responders, medical professionals, and many others. If you, or someone that lives with you, qualifies for the Vero’s Heroes discount, please fill out this form (https://www.verofiber.com/veros-heroes-form). If you’re unsure if you qualify, call us at (970) 230-8376.

Customer Portal

How do I access my customer portal?

How do I access my
customer portal?

Navigate to the account icon on the top right of our webpage and select Fiber Services or Wireless Services accordingly.

Having trouble logging in (invalid username or password)

Having trouble logging in
(invalid username or
password)

If you’re having trouble logging in with your username and password, select “Recover username or reset password” and follow the additional instructions. If it is your first time logging in to the portal, click “New portal user? Register an account here!” and follow the instructions to set up your new portal login. Note: Your Vero account is separate from your portal login. Even if your internet service is already active, you’ll still need to set up a portal account. We do not recommend using an email address as a username. If you’re still having issues, reach out to our customer service and they’ll be happy to assist you. (970) 230-8376

How do I reset my password?

Resetting your password can be done when logging in to the customer portal or in the customer portal in the My Details section. When logging in to the customer portal - select “Recover username or reset password” on the login page. From the portal – navigate to the My Details section on the left side of the window (or click the hyperlink for Fiber Services or Wireless Services and login). From here, scroll down to Change Password and fill in the Current Password and New Password information before selecting Change Password.

How do I change my username?

You are not able to change your username in our customer portal. If you need to do so, please reach out to our support team for assistance.

Fiber Service

How much data am I allowed?

All of our services come with unlimited data, no matter your speed.

What is fiber internet, and how is it different from other types of internet?

What is fiber internet, and
how is it different from
other types of internet?

Fiber internet uses light to transmit data through fiber-optic cables, providing faster and more reliable speeds compared to traditional DSL or cable. It’s perfect for streaming, gaming, and handling multiple devices simultaneously.

Is fiber internet more reliable than other internet types?

Is fiber internet more
reliable than other
internet types?

Yes! Fiber internet is less prone to interference and weather-related issues, ensuring a consistent and reliable connection.

Can I use my own router with fiber internet?

Can I use my own router
with fiber internet?

Yes, however, we suggest using a compatible router to ensure you get the full speed and performance of your fiber connection. We recommend you use our provided router because it is compatible with your fiber speeds, it allows for remote troubleshooting, and there’s an app available to manage your network.

Fiber Installation Process

What is the fiber installation process?

What is the fiber
installation process?

Our professional installation process varies from home to home, so be sure check our Next Steps page for more detailed information at verofiber.com/next-steps. Rest assured, our installations are always conducted by our expert technicians and exemplify the Vero quality we’re known for.

How long does fiber installation take?

How long does fiber
installation take?

Installation typically takes 2 hours, depending on your property’s setup. Our technicians will ensure everything is working before they leave.

Do I need to be home for the installation?

Do I need to be home for
the installation?

Someone over the age of 18 must be present at all times during the installation.

Will fiber installation damage my property?

Will fiber installation
damage my property?

Fiber installation is minimally invasive. Our technicians take care to leave your property in the same condition they found it.

Can I reschedule my installation appointment?

Can I reschedule my
installation appointment?

Can I reschedule my installation appointment?Yes! If you need to reschedule, please contact us at least 24 hours in advance to choose a new date and time. 970-697-2130

Is there an installation fee?

We currently waive your installation fee because we want your transition to fiber internet to be painless to both you and your wallet.

Technical Support and Maintenance

Experiencing issues? We recommend resetting your router using the instructions below prior to calling technical support.

How do I reset my router?

Do not push the factory reset button! Instead, please follow the steps below:

Unplug the power cord from the back of the box
Wait 30-60 seconds before plugging it back in
It can take up to 5 minutes for the router to reboot and for the wifi to come back online
If you’re still experiencing issues, please call our support line at phone number 8376. Choose the prompt for technical support

How do I upgrade my fiber internet plan?

How do I upgrade my
fiber internet plan?

Upgrading is easy! Contact us to explore available plans and upgrade options or view our available plans on your Fiberhood page.

How do I know if fiber internet is available in my area?