How we monitor the network, how planned maintenance is announced, and how to reach us when something is wrong.
This page explains how we handle service issues. It does not show live network data. For a notice about your area, call or text (415) 892-7711. Phone support and network monitoring are available 24/7/365. Office and sales hours: Monday through Friday, 9 AM to 5 PM Pacific.
A steady connection comes from engineered infrastructure and people who are already looking, not from luck.
Phone support and network monitoring are available 24/7/365, so the network is watched when the office is closed. We often see a problem before you call about it.
We design redundancy into the network so a single fault is less likely to reach you. That does not remove every interruption, which is why we monitor and respond.
Many issues can be diagnosed and resolved remotely. If it takes more than that, we go on-site and stay with the issue until it is resolved.
Planned maintenance is announced with 24-hour notice and kept to short windows. If you have a question about a maintenance window, call or text us.
A few quick checks tell you a lot, and they help us help you faster if you do call.
Make sure the router and the power adapter for the outdoor antenna are plugged in and showing lights. A tripped outlet or a bumped power strip is a common cause.
Unplug the router, wait about 30 seconds, plug it back in, and give it a couple of minutes to come back up.
If a wired device works but WiFi does not, the connection is likely fine and the WiFi needs attention. WiFi is a separate indoor system from the internet connection.
One device that cannot connect points to that device. Every device offline at the same time points to the router or the connection.
The antenna should still be mounted firmly and pointed the way it was installed. New tree growth or construction between the antenna and our tower can affect the signal.
When power returns, the antenna and router may need a restart before service comes back.
Reach a local team member who knows the system and stays with the issue until it is resolved.
