Send us a message with details about your issue. We respond within 4 hours during business hours.
Check for known outages, degraded service, or upcoming maintenance windows.
Use our built-in speed test when troubleshooting. Always test wired for the most accurate results.
Reach us at [email protected]. Include your account address and a description of the issue.
Work through these steps in order before submitting a ticket. Most issues are resolved in steps 1–4.
Visit our status page to see if there's a known issue in your cluster. If there is, it's being worked on and no action is needed from you.
Unplug your router from power for 30 seconds, then plug it back in. Wait 90 seconds for it to fully reconnect. This resolves the majority of intermittent issues.
The Power-over-Ethernet (PoE) adapter powering your outdoor antenna has a status LED. If it's red or off, it may have lost power. Make sure it's plugged in securely and the outlet is working.
Plug a laptop directly into your router using an Ethernet cable. If speeds are fine wired but slow on Wi-Fi, the issue is with your router or Wi-Fi coverage, not the AV Internet connection itself.
Look at the Cat5e/Cat6 cable running from your antenna to your PoE adapter. If it's pinched, damaged, or came loose from either end, that will cause connectivity loss. Do not try to re-crimp or splice the cable yourself. Contact us and we'll send a technician.
In very rare cases (e.g., after a severe wind event), your antenna may have shifted. Look at where it's pointing compared to when it was installed. If it's visibly rotated or tilted, contact us for a re-alignment visit.
If steps 1–6 haven't helped, submit a ticket at our contact page. Include: your account address, what troubleshooting you've tried, and whether the issue is total loss or slow speeds. We'll respond within 4 hours.
First check our status page. If no incident is posted and your connection is down, email [email protected] or submit a ticket. Include your service address and a brief description.
Speed varies based on your device, Wi-Fi signal quality, and the number of active users on your network. For the most accurate test, plug directly into your router via Ethernet and run our speed test. If wired speeds are still below your plan's advertised speed, contact us.
We don't currently offer a pause feature. Since there are no contracts, the easiest option is to cancel and re-subscribe when you return. Re-activation is typically completed within 3 business days.
The outdoor CPE antenna on your roof receives the wireless signal from our tower and delivers it via Ethernet cable to your indoor router. The router distributes that connection to your devices over Wi-Fi. If your router shows "No Internet", the issue may be with the antenna or our network. If your router is working but individual devices can't connect, the issue is local to your router or devices.
Email [email protected] with your account address and the request to update billing. We do not accept credit card information over email. A secure payment link will be sent to you to complete the update.
We send a reminder email before suspending service. If your account becomes 15 days past due, service is suspended. Reconnection happens automatically once the outstanding balance is paid, typically within 2 hours.
Possibly, if your new address is within our coverage area. Contact support at least 5 days before your move. We'll check coverage at your new address and schedule a reinstall. The equipment deposit carries over and there's no reinstall fee.
Yes. Most installs in apartments and rental units require written landlord permission to mount an antenna on the exterior. We provide a standard permission letter template you can use. In most cases a small, non-penetrating roof mount can be used that leaves no permanent marks.
Submit a ticket and we'll get back to you within 4 hours during business hours.