Already a customer? We're on it.
If something isn't working right, we get how frustrating that is, especially when it's interrupting your work or your evening. We're a real local team, and we'll help narrow it down with you.
A few things to try, in plain English
Start here for the common stuff. If it's still not right, call us and a real person will pick it up from there.
My internet is down
First, try a reboot. Unplug your router and the power injector (the small box that powers the outdoor antenna), wait a moment, then plug them back in. Give it about ten minutes to come back on its own. If it's still down after that, call us at (415) 892-7711 and we'll take a look from our side.
Is it my internet or my WiFi?
These are two different things, and it helps to know which one is acting up. The connection coming to your property can look perfectly stable while the WiFi inside the home needs attention. In other words, the signal to the building may be fine, but the link between your devices and the router is where the trouble is. If you're not sure, give us a call and we'll help figure out which side it's on.
How do I report an outage?
Call us at (415) 892-7711 or use the message form on our contact page. We monitor the network proactively, so there's a good chance we already know and are working on it. When you reach out, we'll tell you what we're seeing and what's being done.
Planned maintenance
From time to time we schedule brief maintenance to keep things healthy and to head off longer, unplanned outages. When we do, we send notice ahead of time. These are usually short reboots, about two to five minutes, scheduled to keep disruption to a minimum.
Billing or account question
Give us a call at (415) 892-7711 and a local person will help you sort it out. No phone tree, no runaround.
We'll help you narrow it down
When you reach out, we take a closer look at the connection history and signal quality on our side. If everything looks clean coming into the property, we'll help check the router and internal WiFi too. Either way, we stay on it until you're pointed in the right direction. If a visit is needed, we'll give you our best honest estimate on timing, no overpromising.
Prefer to talk it through?
A real local person answers, right here in Novato. Tell us what you're seeing and we'll take it from there.
Still stuck? Let's get it sorted.
Report an issue or give us a call. We're actively looking into it the moment you reach out.