At Pulse, we’re committed to providing you high-quality products and an excellent customer service experience.
Don’t hesitate to contact us if you have questions or concerns – we look forward to hearing from you.
- 24/7 Technical Support available at 970-744-4226
- Billing & Customer Service available at 970-541-4990 8 a.m. to 5 p.m. Monday through Friday
- Pay/view your bill online
- Report damage to our Construction Hotline at 970-962-2011
Frequently Asked Questions
About Pulse
What is Pulse?
Pulse is a trusted local utility committed to connecting the Loveland community. We provide the reliable Internet connections our residents need backed by exceptional customer service and fair rates.
Established in 2018, Pulse was made specifically for you: the residents and businesses of Loveland. Investing in Pulse is an investment in our local economy. The Pulse utility is part of the Loveland Water and Power Department.
Can I sign up for Pulse now?
As of October 2022, Loveland Pulse is finishing up its third of what is expected to be a four year process to build the network throughout the entire city. Check to see if service is currently available at your home or office address at LovelandPulse.com/Check-Availability.
How do I create a Pulse My Account?
To register for a Pulse My Account for the first time, visit My Account. You will need your Pulse Account Number, the Billing Email you provided Pulse during enrollment and your Last Bill Amount (if you have not yet received a bill, use 0.00).
Learn more by watching this quick How To video.
When/where can I find out when Pulse will be available in my area?
The Pulse Construction Map shows the current status of network construction throughout our service area. At LovelandPulse.com/Check-Availability, you can sign up for service (if available) or add your information to receive email notifications as Pulse lights up your neighborhood.
Pulse will notify residents when service becomes available with door hangers and direct mail pieces.
Typically, it takes about 6-9 months for service to be available after you first see construction happening in your neighborhood.
Who is eligible for service?
Pulse will serve customers in the City of Loveland Electric Service Area and in an area through the Big Thompson Canyon. See a map of the service area
Will this affect my taxes or electric rates?
No. Only Pulse subscribers will be billed/pay for the service. The start-up stages of the network are funded by bonds which will be paid back using subscriber fees once service begins. Learn more
Will Pulse services be billed with my other City of Loveland utilities (water/power/trash)?
No. Pulse services are billed separately from other City of Loveland utilities since Pulse services are billed in advance and utilities are billed in arrears. This also allows for Pulse statements to be 100% paperless!
As a Loveland resident/business, do I have to sign up for Pulse service?
No. While we hope you sign up with Pulse, it is an optional service. All residents and businesses within the service area have the option to sign up for Pulse or stay with their current providers.
What is Net Neutrality?
Net neutrality is the principle that Internet service providers treat all data on the Internet equally, and not discriminate or charge to prioritize by user, content, website, platform, application, type of attached equipment, or method of communication.
On May 21, 2019, Colorado became the fifth state to establish a net neutrality law, protecting an open and equal internet by preventing internet service providers (ISPs) from throttling, establishing network “fast lanes,” or blocking otherwise legal content, services, or apps. It also requires that ISPs be transparent about their network practices, all of which are standard net neutrality practices.
What is Pulse’s position on Net Neutrality?
Pulse does not block, throttle or prioritize any traffic on our network. We believe the Internet must remain free and open, and that is the way Pulse operates its network. Loveland Pulse values an open, unthrottled network for all residents and adheres to the principles of net neutrality, as well as Colorado state’s net neutrality law.
Pulse’s network management is focused on customer satisfaction. Pulse wants to earn and keep your business by providing the best possible customer experience every day, for every online destination. With that goal in mind, Pulse embraces and is committed to the practice of net neutrality. In other words, Pulse does not call for any restrictions on access including uploads, downloads, delivery methods or providers (email, video conferencing, social media, music and video streaming, etc.). For more details on net neutrality with Pulse please refer to the Pulse Net Neutrality statement, and Loveland Municipal Code 13.22.030.
To read the details of the Colorado state net neutrality law, visit the Colorado state legislature page.
Does Loveland Pulse sell my marketing, contact, or use information?
No.
Pulse does not use, share, or sell a customer’s email messages, specific internet usage history, call history, voicemail, or other electronic data generated from a customer’s internet and phone services.
Please read the Loveland Pulse privacy policy for complete details.
Internet
What kind of equipment do I need?
Pulse residential internet service includes the ONT, which is our device that works like a modem and router in one. While you are welcome to use your own equipment if you have it, you don’t need to purchase anything new. Pulse has you covered.
Can I use my own router?
Yes. Your Pulse ONT includes a Wi-Fi gateway that will allow you to connect to Wi-Fi directly from your device. But you are welcome to use your own router with Pulse services. To ensure you get the most from your Pulse service we recommend that your device should have a 1 Gbps ethernet internet interface, and an 802.11 AC router. It’s important to note that many older Wi-Fi routers have a 100 Mbps interface which will not allow you to utilize the gigabit speeds Pulse enables.
What is a dual-band router?
Our ONT is what’s called a ‘dual-band’ router. This means that you have 2 frequencies of signal, or bands, to connect your devices to. A 2.4 GHz and a 5 GHz network. There are advantages and disadvantages to each and a proper way to maximize their potential.
Starting with the 2.4 GHz signal. This frequency is great at traveling a much farther distance through walls and floors. However, the signal speeds are going to be slower. The 2.4 GHz network is also more susceptible to device traffic. Meaning it will slow the more devices are connected to it. You would want to connect low-bandwidth devices to this network or devices that are farther from the ONT. For example; smart thermostats, smart home assistants (Amazon Alexa, Google Home, etc.), and printers.
The 5 GHz network is much more powerful but cannot reach as far or penetrate walls and floors as well. This network offers speeds four times faster than 2.4 GHz. It also can support more traffic, meaning more devices can be connected and used at the same time. To the 5 GHz network you will want to connect gaming consoles, streaming devices, and desktop computers.
Will Pulse give me a discount if I use my own router/Wi-Fi gateway?
The Pulse ONT is a required piece of equipment necessary to tie into our 100% fiber-optic internet network. If you’d like our team to switch the WiFi Gateway element of the ONT “off” so you can use your own wireless router, we would be happy to do that, but it will not alter the cost of your plan.
Will Pulse buy out my current contract with another provider?
As a city utility and not-for-profit organization, we are unable to buy-out contracts from for-profit entities. However, we have spoken with residents who have done their “early-cancellation math” and found that switching to Pulse still puts them ahead of the game.
We also understand it may make more sense for your family to catch up with us when your current contract is ready to end and, in that case, we look forward to connecting you with a new service when it’s the right time for you.
What is the difference between a 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 megabytes. Make sense? That brings us to a bigger question that you might be asking – what is the internet? This short and simple video is a great little place to get a big picture idea of what the internet actually is.
What is the difference between Ethernet and Wi-Fi?
With fiber, the fastest speeds and best connection comes with an Ethernet connection. Something to consider is what uses the most bandwidth in your home. Is it a gaming console, desktop computer, or your streaming device? To have the fastest speeds to those devices, use a wired Ethernet connection. If possible, reserve Wi-Fi for mobile devices and low bandwidth products.
What‘s causing my Wi-Fi interference - or, can I use my Pulse wireless service and another provider’s WiFi-enabled device in the same space?
You’ve heard of dueling banjos – now we’ll tell you about dueling wireless routers! When you have two wireless routers trying to serve the same area, this can be accomplished if both routers are on the same network. However, if you have one Pulse fiber-optic Wi-Fi enabled ONT and a wireless router from ABC Internet company running in the same space, you are going to find that you a get very poor quality service and connectivity from both of your devices and providers.
If your goal is to compare your new (fiber-optic) Apples to your old (coaxial) Oranges, we suggest that you only have one of the wireless devices plugged in or switched on at any given time.
If you’ve got them both on, you’re going to find yourself frustrated with all of the internet fruit in your house.
Where is the best place to put my ONT?
Physical placement of our ONT, or your personal router, is important to maximize your internet speed. Pulse technicians will help you determine a place for your ONT that’s in a central location. You ideally want a visible ‘line-of-sight’ to your devices. The farther your device is from the ONT, the weaker the signal will be. Your ONT is recommended to be halfway between the ceiling and the floor. Most wood and drywall walls will not impact signal strength, but concrete, brick, and metal walls will reduce the signals ability to reach your device. Lastly, keep your router away from large appliances and mirrors.
TV
Does Pulse offer TV service?
Yes! Visit the PulseTV page to learn how our subscribers enjoy the familiarity of a traditional channel-guide experience, with the features and benefits they expect from a 21st century programming provider.
How do I set up my device to enjoy PulseTV?
Click here to learn how to set-up your device to enjoy PulseTV.
How can I watch PulseTV on my computer?
You can watch PulseTV using a browser on your computer by opening this page, and logging in with your Loveland Pulse user name and password: https://tv.lovelandpulse.com/
Voice
Where can I find an online guide for my Voice (VOIP) home phone service?
You can find a PDF version of the Pulse Residential Voice Guide by clicking here.
How do I set up voicemail on my Voice (VOIP) home phone service?
You can find a PDF version of the full Pulse Residential Voice Guide by clicking here.
First Time Setup or Reset Voicemail Passcode
1. Dial *98.
2. Enter default passcode 8642 and press # (first time setup).
3. Following passcode has expired prompt, enter a permanent passcode and press #.
4. Re-enter permanent passcode and press #.
5. Follow the rest of the prompts to record name and greetings.
To Access Voicemail:
1. From on-network extension: Dial *98.
From off-network extension: Dial your 10-digit phone number and press *
when greeting starts.
2. Enter passcode and press #.
Main Voicemail Menu Options:
[1] To access voicemail.
[3] Record name.
[8] To change passcode.
[9] To exit the voice portal.
[#] To repeat this menu.
Is the Voice (VOIP) phone service compatible with ADA phone devices?
Yes!
The Voice (VOIP) phone service is compatible with a broad range of home phone devices.
For information on the Colorado Department of Human Services Commission for the Deaf, Hard of Hearing, and DeafBlind Commission’s Communications Technology Program, please click this link.
Or, contact the Program’s manager for more information about free resources for Ring Signalers, and Personal Amplified Listening Devices:
JoAnne Hirsch
Communications Technology Program Manager
(720) 315-9493 or (720) 949-7457 (VP)
Email: joanne.hirsch@state.co.us.
Contact updated as of 2.2.2022
Construction
When will construction happen in my area? Can I see a map?
Our Construction Map shows the current status of Pulse network construction throughout our service area.
When construction reaches my neighborhood, where will it occur?
The network is primarily being installed through existing public rights of way and utility easements using directional boring. These areas are City-owned strips of land designed to allow the City to build and maintain streets, curbs and gutters, storm sewers and underground utilities. We will be installing fiber vaults to contain fiber equipment in some yards. These are boxes that sit underground so you will only see the top of the box upon completion, similar to how you see the top of a water-meter cover. Often the fiber vaults will be co-located next to existing utilities for minimum overall impact.
Will construction damage my property?
Throughout the process, construction crews will be as minimally invasive as possible. Following construction work, they will restore landscaping and clean up after themselves. If anything out of the ordinary occurs on your property during this process, you will be notified. If your lawn is affected by construction and you haven’t been notified, please call our construction hotline – 970-962-2011.
How do I identify construction crews?
Pulse teams can be identified by the “Pulse Approved Contractor” signage on vehicles and employee badges.
I’ve heard that you are using directional boring as your construction method. What is that?
Directional boring is a low-impact way to install and connect underground utilities such as pipe and conduit. It is an alternative to the traditional construction method of trenching where crews open up large areas of ground for installation. Directional boring crews use equipment to drill a small hole in an area to open up space in the ground for the conduit. Then they pull the conduit through that same hole without impacting the area above the borehole. Research shows that this is a less disruptive and more efficient process for our community. Below is a photo of our crews in a boring area.
What precautions are happening for COVID-19?
As we continue construction work as an essential service, we have increased safety measures to ensure the health and safety of city staff, construction crews and the residents in our community. This includes:
- All Pulse team members are adhering to City of Loveland directives and maintaining appropriate social distancing measures in the workplace. We are either working remotely or in split shifts.
- Reduced construction crew sizes to maintain social distancing while maintaining a safe work environment
- Performing daily temperature checks for field crews
- Cleaning and sanitizing standards have been increased – equipment and vehicles are being sanitized more frequently. Crews also carry extra wipes and hand sanitizer in their trucks.
- Crews are wearing gloves and maintaining appropriate social distancing measures when distributing construction information materials to residents.
Is this construction for 5G?
No. Right now, we are working to install the City of Loveland’s 100% fiber-optic network, Pulse. This network will bring high-speed internet service to all residents and businesses in the City of Loveland and you will have the option to subscribe to service when it is available. 5G is a wireless technology not currently available in Loveland.
Why not run the fiber-optic line on power poles?
For the most part, the Pulse fiber-optic network will be built underground. There are areas where we may need to follow the electric system above ground, but these will be evaluated on a case-by-case basis. An underground network has several advantages over an overhead network installation. Underground networks are more reliable because there is no interference or damage from weather or animals. They are also preferred aesthetically by communities.
I saw Pulse construction in my neighborhood. Can I sign up for service?
Pulse service is typically available 6-9 months after you first see construction. We will contact you with mail and door hangers to let you know when service is available. We recommend signing up for notifications at LovelandPulse.com/Check-Availability so you don’t miss any updates!
Our Construction Map shows the current status of Pulse network construction throughout our service area.
Help! My lawn/sprinkler system, etc., was affected during construction.
If your lawn is affected by construction and you haven’t been notified, please call our construction hotline – 970-962-2011.
What is a locate? Why are locates placed in my neighborhood?
A locate is either a colored flag or a paint marking placed in the ground that is used to identify where an underground utility line is.
Locating crews work to place locates to mark existing utility lines. It is important that we know where existing utilities are so we can avoid them during the construction process. The flag or paint markers ensure that any work done does not negatively affect power, water, stormwater, natural gas, communications or other utility lines.
What do the colors on the flag or paint markings mean?
Common Ground Alliance, a national organization, has created the resource 811 “Call Before You Dig” which lists the following color identifiers for locates:
Orange – Communications line
Yellow – Natural gas line
Red – Electric line
Blue – Water line
Green – Wastewater line
Purple – Storm drain
Pink – Engineering survey mark
How much notice do I get before locates are placed in my yard?
Public rights of way allow utility representatives to enter for repair, maintenance or other work, so there is no notice required. However, Loveland residents will receive notification through the mail and door hangers notifying them that construction is coming to the area in a few weeks. That notification means that locates will start showing up soon. Those that signed up for early interest notifications at LovelandPulse.com/EarlyInterest will get construction updates emailed at least one week before construction.
Can I remove the locate flags?
Please leave the locate flags in place because they’re protecting other utility lines from harm. Crews will remove flags when they are done with construction.
How long will the flags be in place?
Locate flags may be in place for up to 30 days before needing to be re-authorized. Our teams will remove them when the project has been completed.
How do I know if a locate flag has been in place for too long?
The Utility Notification Center of Colorado (1-800-922-1987) can tell you how long a flag has been in place and if it’s safe to remove.
Will the locate marker paint wash off?
Yes, the paint is water soluble and will wash off in time.
Who should I contact about locate flags or markers?
For additional information or concerns about locates, please contact Colorado 811 at Colorado811.org.
I‘ve signed-up for Pulse, what’s next?
After contacting one of our friendly, local Customer Service Representatives at City of Loveland Utility Billing (970-541-4990) to get your account set-up, you will have an installation date and technician arrival time-window.
Prior to your scheduled appointment, we’ll start by requesting locates to identify with flags and paint where in your yard utility paths are currently located.
After the locates are placed, a Pulse partner will arrive to run fiber from the Pulse vault closest to your property, through your yard, and to the exterior of your building. The fiber will be buried underground, and will attach to the building via a box called a “NID.” You do not need to be home during this work.
On the day of installation, a Pulse technician will arrive in the designated 2-hour appointment window. Upon arrival, our technician will assess your home, and work with you to determine the best place for the ONT (fiber-enabled-router-like device). The technician will connect the “NID” to the ONT inside your building – and will then confirm all components are functioning as intended.
Help! My lawn/sprinkler system, etc., was affected during install.
If your lawn is affected by construction and you haven’t been notified, please call our construction hotline – 970-962-2011.
Am I allowed to paint my NID (the NID is the box that connects your fiber to the side of the building)?
Yes! Loveland Pulse was made for Lovelanders – and this is a community of aesthetically inclined individuals with a flair for the creative. The NID box that protects your fiber as it enters your building is an unobtrusive shade of grey, which is perfect for many people. If you find this color does not meet your needs, please feel free to paint it however you wish.
Contact Us
Have a question you don’t see here? Email us at Pulse@LovelandPulse.com or complete the contact form below.
