You must include detailed information about the problem or issues you are having.

Please be detailed, but also concise and to the point. This helps ensure we are able to understand and address your issue in the best way possible. Please do not forget to use punctuation, and paragraphs if needed.

Do NOT submit one word, or one sentence requests. Failure to provide the information requested, and/or conduct that is rude, childish, elitist, or otherwise derogatory will result in violation of our terms of service. Violation of the terms of service usually carries a written warning, but at the digression of management may include immediate termination of service with no refund due.

Please be sure you have plugged the modem and/or router into power and turned them on. It is shocking how many tickets and phone calls we get per week, from customers who have simply failed to plug their equipment in or press the power button. - Seriously, this is not a joke.

Our staff is not your traditional "big corporate" customer service, we do not out source our support and we do not tolerate aggressive behavior towards our staff. We strive to provide good customer service, however we will not put up with bad behavior, and our staff is allowed to terminate a conversation if you threaten them, belittle them, or refuse to provide answers to their questions. If your momma would be ashamed in how you are speaking with our staff - you should probably re-evaluate your communication skills.

Please be sure you have read all of the information in the welcome packet. Then open a ticket, and include ALL of the required information. If you provide just a little bit of the information needed, do not expect your issue to be resolved until you have provided all of the information. We are not mind readers, and if you are unwilling to take the time to get us the information we need, do not get mad when we can not solve your issue.

So, if you have a performance issue you must include:

Speedtest data - use speedtest.net and fast.com Test against one of our servers on SpeedTest.net. Take a picture or screenshot of the results. Do more than 1 speedtest on both services. Make sure NO other devices are using the connection when performing the speedtest.
Take a picture of the modem, and router, where we can see the status lights. Additionally, take a picture a few feet from the devices, so we can see what is around them.
Provide details of the problem. For example, if speeds are always slow, provide that, however if speeds are just slow between certain times, or when using certain applications, provide that information. Be specific. Be detailed.
Advise our staff what steps you have taken on your own to try and combat the issues you are having. Be detailed.

If you do not provide the information above, you will be advised to go back and read all the information above, and open a new ticket with the information needed. So DO NOT scroll past the information above, and DO NOT open a ticket that only says "My speed is slow" or some other very broad, generic complaint with no supporting information - We CAN NOT help you, if you do not help us by providing the information we need to troubleshoot, find, and fix the issue.

If you find it too difficult to take the time to provide the information requested, or to act as an adult - simply cancel your service, as it will be a waste of our time, and your time to go any further.

Please be aware, if your issue is with a service outside of our network, we do not have any control over that, and you would need to direct your issue to that provider. For example, if you have an issue with Hulu, or DirectTV Now, contact them, not us. We have no control over third party services, content or devices.

Please be aware that depending on the issue, we may need some time to pull logs and analyze the issue, so an immediate fix may not be possible. If equipment has gone bad, we may have to replace it. We try to take care of issues as quickly as we can, obviously it does us, and you no good if we don't address issues quickly, but again some things take time. Do not get upset with staff, if they need time to properly address an issue. We want to fix issues the first time, and we will address issues as we see fit.

If you are part of the 95% of consumers / customers who are responsible, considerate customers we appreciate your business and we are very sorry you were subjected to having to ready all the information above. As you are probably aware, in today's world there is a small percentage of the population who use no common sense, feel that they are above others, and that they can treat others with zero respect. They get upset when we are unable to fix their issue, when all they have said in the support ticket is "It isnt working, fix it!!!!!!!" - like we are supposed to immediately read their mind and know what they are referring to, and know how to fix it - without any usable information. It is even better when they provide no account information, or name.

Customer Service