Support / Help / FAQ
If you can’t get online verify it’s not with just one device. If you can get on with your Ipad for example but not with your computer then you have a computer issue, not an internet issue. A reboot of most devices will resolve issues, always start with a reboot of the device your having issues with we find this resolves 99% of device issues.
Did you remember to pay your bill ? When you look at your radio outside has the alignment visibly changed ? If neither of these could be potential issues then you want to start by rebooting your POE adapter and your Router if you have one. Leave them both unplugged for at least 1 minute, and then plug the POE adapter in first, and then follow it with the Router. Wait approximately 2 minutes before trying to access the internet again
If having an issue streaming on one device try another device, if the new device doesn’t have issues with the same service (Netflix, Hulu, Youtube, etc.) you have a device problem, not an internet problem. We always start with a reboot it’s quick and easy and resolves about 99% of issues we come across with all devices.
Make sure you have the proper ports forwarded for your game, or that UPNP is enabled if it is required for your game. Enabling UPNP without proper security can open your devices up to potential attacks.
Echeck, Cash, Visa, Mastercard, and Discover
If you’re watching Netflix you would need at least 3 Mbps for 1 Standard Definition stream of 640 x 480, or at least 5 Mbps for 1 High Definition 1280 x 720 stream.
NEW Router Installation Steps :
When installing a new router please set the router for dhcp either through the app your using or by logging into your router.
After plugging your new router into the antenna poe adapter you will receive an AirFiber login screen. You will need to put in your credentials to login your new router.
Your Credentials :
Username : yourusername
Password : yourpassword
Wait approximately 5 minutes for your new router to become authenticated against our servers. It takes approximately 5 minutes for our authentication servers to remove your old router and allow your new router internet access. Rebooting any equipment does not speed this process up.
After approximately 5 minutes you should be online. If you need additional support on your new router use your manual, app, or contact the manufacturer you purchased it from for support on their devices.
If all devices have an issue with a specific app (Netflix, Hulu, YouTube, PlayStation, X-Box etc.) check https://downdetector.com
WiFi connectivity is the biggest issue we see. When your device shows full bars that’s what your device sees the router’s wifi signal at this does not mean the router sees your device the same way your device sees it. Not all wifi devices are created equal, traditionally the smaller the device the smaller the radio. If your covering over 900 – 1000 sq ft get a mesh your wasting a time with a router, a router with lots of antennas doesn’t make your cell phone antenna bigger, it only means your router has lots of antennas.
If you were installed before November 2020 bills come out on the 1st of the month, and are due on the 20th of the month. After the 26th of the month a $5 late fee is added to the account. On the 27th the account is automatically disabled.
If you were installed after November 2020 bills come out on the 1st of the month, and are due on the 6th of the month. After the 6th of the month a $5 late fee is added to the account. On the 7th the account is automatically disabled.
Absolutely ! a paper bill costs us about $2.50 to process we simply just pass that cost on to you. Just let us know if you need a paper bill. Email bills are free.
We do ! just look for the top menu on the website where it says portal and click the button. You can also look for the Customer Portal button on the bottom menu of the website and click there.
We would recommend checking out Roku. Although it is one of the easiest devices to use sometimes people have issues getting them online, or using them. Since they manufacture and sell the Roku device, they are best suited to help with devices they manufacture. https://support.roku.com/