FAQ - Troubleshooting

Q: How does my service connect to the Internet?
A: We use a receiver at your location to connect to an access point. The receiver requires a clear line of sight in most cases, so foliage growth in front of the receiver could affect your throughput. Message or call if you think foliage is blocking your signal, and we will look into your connection to ensure it is operating optimally.

Q: Is my connection secure to handle sensitive information?
A: Your connection is encrypted all the way through our network. We recommend Avast Antivirus and Malwarebytes on Windows systems to maximize protection.

Q: What happens if I'm late on paying for my service?
A: You have 30 days from your service start date to pay your invoice. Service may be suspended after that time, until payment is made.

Q: Can I make a payment online?
A: We are actively working on this feature and hope to have it available to you soon. You can call our office to make a payment over the phone, or receive a PayPal Invoice to pay online with PayPal or credit card.

Networking Issues?

If your device is not connecting to the wireless router, check to make sure the WiFi is enabled.

If the WiFi is enabled and you are still unable to connect, check another devices wireless to see if it is having a connection issue as well.

If none of your devices are connecting to the wireless, the next step would be to power-cycle your router, if you have access to it. To power-cycle your router, unplug the router from the outlet and wait 15-20 seconds, then plug back in. This reboots the router without resetting the configuration.

Do NOT hit the “RESET” button on the router, this will reset the settings to factory defaults and you will not be able to reconnect to the Internet without reprogramming the router.

If you are unable to connect to your WiFi at this point, we recommend sending us a text message at 540-358-0474 (Text Only) and we will further assist you. You can also contact our office during business hours or message us on our Facebook page.