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 970-962-3503
- Billing & Customer Service available at 970-962-2111 or online
Visit us at:
City of Loveland Utility Billing
500 E Third Street
Loveland, CO 80537
7 a.m. to 7 p.m. Monday through Friday
10 a.m to 2 p.m. on Saturday
Please note: Loveland Pulse Customer Service and City of Loveland Water & Power Utility Billing/Cashier hours will be slightly reduced between May 24 – July 2, 2021* as team members get training on new technology to improve the customer experience of our residents. Thank you for your understanding as we work to enhance the utility and billing experience of our community.
During this time, business hours will be Monday through Friday from 8 a.m. to 5 p.m., and Saturdays from 10 a.m to 2 p.m.
As always, current Pulse customers enjoy access to 24/7/365 Technical Support – no change to these hours will take place.
Frequently Asked Questions
About Pulse
Who is Pulse?
Pulse is a trusted local utility committed to connecting the Loveland community. We provide the reliable 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.
When/where can I find out when Pulse will be available in my area?
Pulse will notify neighborhoods directly when service becomes available. To get these notifications directly to your inbox, be sure to fill out our Early Interest Form.
As Pulse is part of a competitive market, there are several details that will not be released to the public as Pulse is being built in the next 3-4 years. This includes maps and timelines related to construction and service rollout, as our competitors could use this information to their advantage. We recognize that it can be easy to spot our construction crews around town (we love Colorado Boring’s big beautiful yellow trucks!) but it makes good business sense to protect this proprietary information so we can be good stewards of the community’s investment in Pulse. This is a best practice learned by and shared with us by other successful municipal broadband utilities.
Who is eligible for service?
The current service area includes customers inside City limits. Phase two of our proposal includes the Big Thompson Canyon and other areas within the electric service area. See 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.
Service
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.
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.
Does Pulse offer TV service/when will TV service be available?
Pulse is reviewing the option of providing TV service. More on this is expected to be announced later this year.
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‘s causing my WiFi 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 WiFi 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.
Construction
When will construction happen in my area? Can I see a map?
We will not be releasing maps or timelines regarding construction or service availability. That would release proprietary information that could be misused by competitors. Instead, we are proactively notifying residents before work begins in their neighborhood.
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?
Work is happening in multiple areas of the city at once. Work being completed now may be one part of a multistep process. We will contact you directly to let you know that the service is available. We recommend filling out the Early Interest Form.
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.
Installation
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 (970-962-2111) 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.
The day before your scheduled in-home installation date, a Pulse Customer Service Representative will call to remind you of your appointment, and to ask several Covid-19-specific safety questions.*
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.
*For the health and safety of you, your family, the community-at-large, and our technicians we will need to confirm within 24-48 hours of arriving at your home or office that nobody in your building has presented with Covid-19 type symptoms or official diagnosis. If you have an installation scheduled, and the health of your household changes between the time of setting the appointment and our scheduled installation date, please let us know as soon as possible so we can work to find an alternative install-date.
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.
