Support

Before you contact support first follow these steps below:

Step 1: Check our automated Network Status

Please check first to see if you are part of a known outage on our network status page.  Any outages shown in this system we are working to resolve ASAP.

 

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Step 2: Reboot your devices

  1. Locate the POE (Power Over Ethernet) box. This is the small box that has two ethernet cables (one to outside, one to your router, one to AC power).
  2. Remove the power cable from the POE device that wall outlet.  Wait for 10 seconds.
  3. Check both ethernet cables to ensure they are pushed all the way in and not loose. Plug the AC power cable back to the POE. Wait 30 seconds.
  4. Unplug power to your Wifi or Router device. Wait 10 seconds then re-insert the power cable to your router.
  5. Reboot your computer or other internet device that does not have an internet connection.
  6. If you still do not have internet after these steps please contact our tech support.

Step 3: Check our knowledgebase articles

Search for your problem in our knowledgebase articles for all our different services, billing, etc.  We have many step by step articles with pictures that could help resolve your issue on your own and available 24/7.

Frequently Asked Questions

Here are some quick answers to our most frequently asked questions with solutions.

I'm outside the USA and my email stopped working

We employ security and by default block other country access to your email account to prevent hackers from trying to gain access to your account or hack your password.  You have access to add/remove countries while in the USA, but if you are already in another country just call, chat on website, or email our support and ask to add the countries you will be in.

Why is my Internet slow or video buffering?

This is often a wifi problem so first try to reboot your wifi access points or router.  If that doesn’t fix it try a speedtest to see if you are getting close to your subscribed plan speed.  If you are getting slow speeds then please email or call our support for testing during business hours.

What is my wifi password?

If you forgot your wifi password and you have our managed wifi service please check out this knowledgebase article

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