FAQ

Start by confirming that your bill is current. Then, take a quick look at the radio mounted outside—does it look like it may have shifted out of place? If everything seems fine, try rebooting your PoE adapter and router (if you use one). Unplug both devices for at least one full minute. After that, plug in the PoE adapter first, then the router. Give it about two minutes to fully power up before trying to reconnect to the internet.

If you're having trouble streaming on one device, try using the same streaming service—like Netflix, Hulu, or YouTube—on a different device. If the second device works without any issues, the problem is likely with the original device rather than your internet connection. You can also try using a different streaming app to see if the issue is specific to one service. We recommend starting with a quick restart of the device, as that clears up most device-related problems.

If you're experiencing buffering while streaming on one device, try opening the same service—like Netflix, Hulu, or YouTube—on a different device. If the second one streams smoothly, the issue is probably with the original device, not your internet connection. A quick reboot of the device usually clears things up and resolves most streaming hiccups. You might also want to check DownDetector.com to see if the streaming service itself is experiencing outages or issues.

Echeck, Cash, Visa, Mastercard, and Discover.

For smooth streaming, most platforms recommend at least 3–5 Mbps for standard definition (SD) and about 10 Mbps for high definition (HD). If you’re watching in 4K Ultra HD, you’ll usually need a minimum of 25 Mbps. Remember, these speeds are per device—so if multiple devices are streaming at the same time, you’ll need more bandwidth to keep everything running smoothly.

How do I install my own router ? 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.

We bill exclusively via email. To keep things simple, efficient, and environmentally friendly, we do not send paper bills. Because of this, an active email address is required to have an account with us. We understand that email isn’t for everyone, and we completely respect that. If email isn’t something you use or prefer, our service may not be the best fit at this time—but we’re always here to help answer questions or recommend options. If you need help setting up or accessing an email account, feel free to reach out—we’ll do our best to assist!

Wi-Fi connectivity is one of the most common concerns we hear about. Seeing full bars on your device means it’s picking up a strong signal from the router—but that doesn’t always mean your device is sending a strong signal back. Not all devices are created equal; smaller gadgets like phones or tablets often have weaker antennas compared to larger devices. If you're trying to cover more than 900–1,000 square feet, a mesh network is usually a better solution than relying on a single router. And while a router with multiple antennas can improve coverage, it doesn't boost the strength of your device’s signal—it just helps distribute the signal more evenly from the router's side.

To avoid being billed for the next month, accounts must be closed before the last day of the current month. For example, if June has 30 days, we need to receive your cancellation request no later than June 29th. Please note that billing runs ahead of time, not at the exact moment emails are sent out. If an account is closed on the 1st of the month after billing has already processed, the account will remain active—and billed—through the end of that month, and will officially close on the 1st of the following month.