Support

Tell us what's happening.

Your support ticket goes to the local team that built your street. You get a reference number right away, and a reply from a person.

Already a customer? Your bill, your plan and your appointments live in the customer portal.

Click here to troubleshoot

Submit a ticket

The more specific you are, the easier it is for us to find your problem.

Your name Service address Email Phone

Email or phone, either is enough.

What's going on? This is urgent, call me

Tell us what's happening

Already tried any of the checks below? (optional)

Checks already tried Tested with a cable Power-cycled once Checked several devices

After you submit you'll get an email with a reference number, and our local team replies the way you prefer. Calls are answered 24/7; tickets during business hours.

Urgent? Call (805) 322-0086

Try these three checks first

It takes a couple of minutes and helps narrow down the issue you're experiencing. Running them first also makes your support call go quicker.

Test with a cable

Run a speed test plugged into the router, then run it again over Wi-Fi, in the spot where you normally use it.

Cable fast Your connection is delivering, so it's Wi-Fi: placement or an older device, and we can fix it. Both slow That's your connection or the router. Ours to fix, so call us.

Power-cycle once

Unplug the router for thirty seconds, plug it back in, and wait two minutes. Do this once: if you keep restarting it, the fault clears from the equipment before we can see what caused it.

Fixed It was a stuck session. Nothing else to do. Still down Leave it as it is and call. The state it's in now is what we need to look at.

One device, or all of them?

Check a phone, a laptop and a TV. The pattern narrows it down faster than anything else.

One device The fault is on that device. Usually its Wi-Fi adapter or a VPN. Everything Your connection or the router. Ours to fix.

Tick the ones you tried in the form and we'll pick up where you left off.

Common questions

My Wi-Fi is slower than the plan I bought.

Almost always placement or an older device, not the line. Wi-Fi drops off fast through walls, and a 2018 device can't receive gigabit speeds whatever it's plugged into. Test with a cable to separate the two.

Everything is down.

Check the light on the small box our technician installed (the ONT). If your power is out, that's why. Otherwise power-cycle once, give it two minutes, then call (805) 322-0086. We can see your connection from here and will tell you which side it's on.

Can I keep my old Wi-Fi name and password?

Yes. Tell the technician on install day and they'll set ours to match, so nothing needs reconnecting.

Can I use my own router?

You can. We'll install the fiber box and put our router in bridge mode. Support gets harder, though: we can see your connection clearly, but not inside someone else's equipment.

How do I change my plan?

Call or text. It takes effect on your next bill: no fee, no truck, no new contract. Up or down, as often as you like.

I'm moving.

Moving somewhere else we serve? We'll move the service and the install is free again. Moving out of it? We'll close the account from your move date, and there's nothing to pay to leave.

All FAQs →

Network status

If something is affecting a whole street we'll know before you call, and planned work is announced in advance. Call or text and we'll tell you what's happening on yours.

Call (805) 322-0086