LymeFiber’s System Upgrade to Gaiia

Setting Up Your Account

Every LymeFiber customer received an email on Thursday, August 7, 2025 with the subject Action Requested – Set up your LymeFiber Customer Portal Account. In that email, each customer received a unique link that is required to create their customer portal account and add their payment details.

Current customers can click on their unique link and follow the instructions below to access their new customer portal:

  1. Enter your primary email address and click “Create your password”. The primary email address in our records is within the same email as the unique link.
  2. Enter desired password and confirm password below.
  3. You will receive a confirmation code at the email address entered; if you do not receive your code you may try to resend it from the portal creation page.
  4. Once validated, you will be logged into your account.
  5. A welcome message (popup) will be displayed automatically.

Once you access your customer portal, set up your payment details:

  1. Please navigate to Billing and payment > Payment methods > Add payment method
  2. Enter payment information for ACH or Credit Card
  3. While entering the payment info, we recommend that you enable automatic payments
  4. Save and you’re done!

If you run into any issues or have any questions, please reach out to support@notices.lymefiber.net.

Frequently Asked Questions

General

Q: What is happening?
A: We are transitioning from our current customer platform, Vision, to a modern system called Gaiia. This new platform will streamline account management, billing, and customer support.

Q: Why are you making this change?
A: Gaiia offers a more reliable and user-friendly experience for managing your LymeFiber account. This migration improves billing accuracy, support responsiveness, and overall service performance.

Q: When is this change happening?
A: The transition will take place on August 6th, 2025. There may be a brief window of limited access to account details during the transition, but your internet service will not be interrupted.

Account & Billing

Q: Will my account number or login information change?
A: Yes. You will receive a new account number and an email invitation to set up your Gaiia account. Instructions will be sent to your email.

Q: What happens to my existing billing and payment information?
A: Your billing history will be preserved. If you had autopay set up in Vision, you may need to re-enroll in autopay in Gaiia.

Q: Will my bill amount change?
A: No. Your plan and pricing remain exactly the same unless you’ve made changes recently.

Q: How will I receive my bills going forward?
A: Bills will be emailed from the Gaiia system. You can also view and download them from your new online portal. 

Q: When will I see the new bill format?
A: Bills from Gaiia will start 9/1/2025. 

Autopay & Payments

Q: Do I need to do anything for my payments to continue?
A: Yes. If you were enrolled in autopay, you must log in to Gaiia and verify your payment method was migrated for automatic payments.

Q: Will there be any disruption to my payments during the transition?
A: We’ve taken steps to ensure no payment is missed. However, we recommend checking your billing statement in the new system after go-live.

Support & Communication

Q: Will I still contact the same support team?
A: Yes! Our customer support team remains the same, but they’ll now have improved tools to assist you faster and more accurately.

Q: Where can I log in to my new account?
A: You’ll receive a login link via email after the migration. Once active, you can also access it through https://account.lymefiber.net.

Q: What if I need help setting up my new account?
A: We’ll provide step-by-step instructions and offer phone/email support to walk you through the process if needed.

Security & Privacy

Q: Is my personal and billing information secure in Gaiia?
A: Yes. Gaiia meets strict security and compliance standards. No sensitive information will be transferred without encryption or your consent.

Troubleshooting

Q: I didn’t get the account setup email. What should I do?
A: Check your spam/junk folder. If you still don’t see it, please contact our support team at support@notifications.lymefiber.net.