Frequently Asked Questions
One of the hallmarks of great customer service is clear, direct communication. And, we are committed to providing you with outstanding customer service.We’ll start with a few of the common questions we’ve heard during the process of bringing internet to Ivanhoe:
Why isn’t there another payment option other than autopay?
This is simply the easiest way to ensure continuous internet service to all our subscribers in Ivanhoe.
How do you set up the internet in Ivanhoe?
Technicians will come to your home to complete a “site survey” to determine if you are within our service area and to plan the setup in advance. They identify what type of equipment is required, mounting options and the cable runs. The survey typically takes 30 minutes.
The installation crew will install the antenna and run the cables. During a normal installation, an antenna is attached outside your home; a cable is connected and brought into the house to connect it to a power supply. At the power supply, an Ethernet cable plugs directly into your computer or wireless router.
Does wireless internet mean I have a wireless network in my home?
Yes, our standard internet service includes a basic wireless access point that will provide wireless signal for up to 5 devices. If you need the ability to connect additional devices, you can upgrade to our premium wireless access device, or you can use your own router if you prefer.
If you want to use your own router, ensure that it is password protected with a WPA/WPA2 password.
What if I’m unhappy with the service?
We offer a 14-day full refund period. If you have the internet service longer than 14-days, you can still cancel at any time and you will only be responsible to pay for the current month of service.
How do I report a problem?
Simply call us at 832-234-0400 Option 7, or for non-emergency issues email us at firstname.lastname@example.org.
Will I need to reboot my router? If yes, how do I do it?
You can reboot your antenna by removing the power supply from the antenna for 30-seconds, then plugging It back in. If you see that the LED light on your power supply is not on, then there is no power going to the power supply which could be the source of your problem. Check the outlet. If you can’t detect the issue, contact us at 832.234-0400, option 7 to report the problem.
What if I think I have a virus?
It’s common and can usually be addressed easily. First, disconnect the infected computer from the network to protect your other devices. Scan your computer with your Anti-Virus and Anti-Malware software. If your problem persists within your computer, contact a local computer repair shop to diagnose the condition and address the virus.
Is my internet connection secure?
Yes, we have the latest malware and security applications to keep you safe. In addition, we’ve added a kid-safe option to ensure that inappropriate information does not come uninvited into your home.
Contact us by email at email@example.com or all 832.234.0400, option 7 to learn more or schedule your installation today.