Question 1

What are the different payment methods available?

Accepted Answer

You can pay your bill online through our customer portal via credit or debit card, or ACH (direct bank transfer). We also accept payments over the phone if you prefer to talk to a human in Colorado!

Question 2

What are the different components of my bill?

Accepted Answer

Your bill includes the monthly charge for your internet service, any one-time charges for new equipment or installation, and taxes if applicable.

Question 3

What is the cadence of your billing cycle?

Accepted Answer

We like to give our customers as much notice on their bill as possible. You'll receive your bill on the 15th with a due date of the 5th of the month of service, allowing 20 days to pay your bill. This cycle provides a predictable schedule for managing your payments. Service disconnections will occur after 25 days non-payment from the original invoice.

Question 4

How should I dispute a charge on my bill?

Accepted Answer

If something looks off, give us a call or drop us an email. We'll review the charge together and make any corrections needed to ensure your bill reflects only the services you've enjoyed.

Question 5

What additional charges should I expect on my bill?

Accepted Answer

What you see is what you get– we never add hidden fees. Beyond your package cost, expect charges for any premium services you've explicitly opted into, such as upgraded equipment rentals, or non-standard installation services. We'll always notify you of these potential additional charges in advance.

Question 6

Why do I have slow speeds over WiFi?

Accepted Answer

Slow speeds are a complete pain and can be incredibly frustrating when trying to get work done or relax with your favorite show. This issue usually occurs via one of the following factors: device distance from the router, obstacles interfering with the signal (multiple dense walls between your router and device), or too many devices connected on the same channel at once. The fastest speeds and most reliable connection will always occur when you're wired directly into your router. Give us a call and we can troubleshoot together to boost your speed!

Question 7

What are the most common solutions to fixing my WiFi?

Accepted Answer

Rebooting your router often works wonders. Also, ensure your router's placement is central and elevated to avoid interference.

Question 8

How will I be notified of an outage?

Accepted Answer

We'll alert you via email and SMS if there's a known outage affecting your service. Also, check our website for real-time updates and estimated resolution times.

Question 9

Why can't I connect my device to my WiFi network?

Accepted Answer

Make sure you're entering the correct WiFi password. If issues persist, rebooting your device and the router usually helps. Additionally, sometimes forgetting the network on your device and reconnecting can fix connection issues.

Question 10

What are the best practices to secure my home WiFi network?

Accepted Answer

Always use a strong, unique password for your WiFi network. Consider changing it periodically. Enable network encryption (WPA2 or WPA3) and keep your router's firmware up to date.

Question 11

How do I upgrade to a faster package?

Accepted Answer

Log in to your account on our website or give us a call. We can discuss your needs and recommend the perfect package upgrade for you.

Question 12

How do I transfer my service to a new address?

Accepted Answer

Let us know your moving date and new address ahead of time. We'll check the availability and get everything set up so your service can move with you.

Question 13

How do I add or remove services from my account?

Accepted Answer

Easy! Just log into your account online or reach out to our customer service team. We can adjust your services to better fit your current needs.

Question 14

How do I report a service issue or an outage?

Accepted Answer

You can report service issues through our website, via email, or by phone. We'll get on it ASAP to diagnose the problem and get you back online.

Frequently Asked Questions

Billing

Troubleshooting WiFi

Account Management