--- title: FAQ: Plans, Installation, Billing and Support url: https://hdiss.net/faq/ business: High Desert Internet Services (HDISS) phone: 775-575-9593, 775-391-5660 email: info@hdiss.net mailing_address: Home base: 200 S Virginia St, Suite 760, Reno NV 89501 (dispatch office, not a walk-in store). Mail: Billing Dept., PO Box 11353, Reno NV 89510 hours: Office open 9:00 AM to 5:00 PM, seven days a week. Network watched around the clock. type: Fixed wireless internet service provider (homes and small businesses), web hosting, customer email, domain registration service_area: Northern Nevada - Washoe, Lyon, Storey, Churchill and Douglas counties and Carson City; availability is checked address by address (line of sight to a tower) plans: Bronze $50/mo up to 500 Mbps down, up to 200 Mbps up; Silver $75/mo up to 800 down, up to 200 up; Gold $99/mo up to 1 Gig down, up to 200 up; ask about the up to 1 Gig / 1 Gig ultra-low-latency service no_online_purchase: true (check your address or call; existing customers pay at https://www2.fernley.net/hdiss/onlinepay/paymentform.cfm) since: 2002 --- - [Home](https://hdiss.net/) - Questions and answers # Questions and answers about High Desert Internet These are the questions people ask most, grouped by topic, with short answers first. Each group links to a topic page with the full set. A phone call at the kitchen table. Stock photo: Adobe Stock, not High Desert customers or staff. [Photo credits](https://hdiss.net/photo-credits/) ## Questions by topic [Plans and prices](https://hdiss.net/faq/plans-and-prices/) [Availability and line of sight](https://hdiss.net/faq/availability-and-line-of-sight/) [Installation](https://hdiss.net/faq/installation/) [Equipment](https://hdiss.net/faq/equipment/) [Billing and payment](https://hdiss.net/faq/billing-and-payment/) [Data and fair use](https://hdiss.net/faq/data-and-fair-use/) [Speed and latency](https://hdiss.net/faq/speed-and-latency/) [Weather and reliability](https://hdiss.net/faq/weather-and-reliability/) [Business](https://hdiss.net/faq/business/) [Email, hosting and domains](https://hdiss.net/faq/email-hosting-and-domains/) [Switching and cancelling](https://hdiss.net/faq/switching-and-cancelling/) [Support and outages](https://hdiss.net/faq/support-and-outages/) Where the honest answer is that we do not publish something, such as an install time or a data limit size, the answer says so and gives the phone number: 775-575-9593. ## Plans and prices ### How much does High Desert Internet cost each month? The company publishes three plans: Bronze at $50 a month, Silver at $75 a month and Gold at $99 a month. Every speed is up to a stated top, not a promise. The [plans and prices topic](https://hdiss.net/faq/plans-and-prices/) covers contracts, the ultra-low-latency service and the first-day charge. ### Do I have to sign a contract? The company states that it has no contracts. To cancel, the agreement asks for two weeks notice and the equipment back. See [no-contract internet](https://hdiss.net/no-contract-internet/) for what month to month means here. ### Can I sign up online? No. You send your address or call, and a person follows up after looking at the path to a tower. ## Availability and line of sight ### How do I find out if you serve my address? Use the [address check](https://hdiss.net/check-availability/) or call. A person looks at the path from the nearest tower to your roof. The [availability topic](https://hdiss.net/faq/availability-and-line-of-sight/) answers the follow-ups. ### What does line of sight mean? The antenna on your home has to see a tower, with no hill or thick stand of trees in the way. The guide on [line of sight](https://hdiss.net/guides/what-line-of-sight-means/) explains it with pictures in words. ### Do trees block the signal? They can. Tall, dense trees between the roof and the tower are the most common blocker, which is why a technician looks for a mounting spot above them when it is possible. ## Installation ### What happens on installation day? A technician surveys the home, mounts an antenna where it sees the tower, runs a cable inside to a power injector and connects your router. Read [how installation works](https://hdiss.net/installation/) or the [installation topic](https://hdiss.net/faq/installation/). ### What do I pay on installation day? The agreement says a labor charge plus a prorated month, due on the date of installation. We do not publish the dollar amount, so ask when we call. ### Do I need to be home? Plan on an adult being present so the technician can agree on where things go. The installation topic page has the details we can state. ## Equipment ### Who owns the antenna? The antenna, radio, power supply and injector stay the property of High Desert Internet Services, which repairs or replaces failed equipment it supplied. See [the equipment page](https://hdiss.net/equipment/). ### What if I cancel? Equipment is returned as the service agreement describes. The [equipment topic](https://hdiss.net/faq/equipment/) has the wording. ### Can I move the antenna myself? No. Never climb to the antenna or touch the outdoor radio or its cable. Call and a technician comes. ## Billing and payment ### How do I pay my bill? Existing customers use the [payment portal](https://hdiss.net/pay-online/). The [billing topic](https://hdiss.net/faq/billing-and-payment/) covers due dates and what a prorated first month means. ### When is a bill past due? The agreement says invoices are due when received and past due 20 days after they are received. ### Who do I ask about a charge? Write to billing@hdiss.net, as the service agreement asks for questions in writing, or call 775-575-9593. ## Data and fair use ### Is there a data limit? Yes. The agreement says each service level has a data transfer limit, sizes are available by emailing info@hdiss.net, and use over the limit is $1 per gigabyte. See [network management and terms](https://hdiss.net/network-management/). ### Is file sharing allowed? The agreement prohibits peer-to-peer applications on the network. ### How much data does streaming use? It depends on quality, and each service publishes its own figures. The guide on [how much data streaming uses](https://hdiss.net/guides/how-much-data-does-streaming-use/) gathers them. ## Speed and latency ### How fast is it? Bronze is up to 500 Mbps down, Silver up to 800 Mbps and Gold up to 1 Gig, all with uploads up to 200 Mbps. The [speed and latency topic](https://hdiss.net/faq/speed-and-latency/) explains why a test may read lower. ### Why does my speed test read low? Wi-Fi, an older device or a busy test server often explains it. The [speed test page](https://hdiss.net/speed-test/) shows how to test properly. ### What is latency? The time a signal takes to make the round trip. The glossary entry on [latency](https://hdiss.net/glossary/latency/) explains it, and the [latency guide](https://hdiss.net/guides/what-is-latency/) shows why video calls and games care. ## Weather and reliability ### Does weather affect fixed wireless? Any wireless link can be affected by severe weather, and wind can shift an antenna. We make no uptime promise. The [weather topic](https://hdiss.net/faq/weather-and-reliability/) and the guide on [weather and a wireless link](https://hdiss.net/guides/weather-and-a-wireless-link/) go through it. ### What happens in a power cut? The equipment needs power, so it stops when power does. A small battery backup helps; see [surges, outages, UPS and generators](https://hdiss.net/guides/surges-outages-ups-and-generators/). ### How do I report an outage? Follow the steps on the [outage page](https://hdiss.net/support/outage/) and call 775-575-9593. ## Business ### Do you serve small businesses? Yes, home and small business customers. The [business internet page](https://hdiss.net/business-internet/) and the [business topic](https://hdiss.net/faq/business/) explain what is and is not published. ### Is there a service-level agreement? None is published. Ask us what a business needs and we will say what the company can do. ### Can I run VoIP phones or card readers? Many small offices do. See the guides on [VoIP phones](https://hdiss.net/guides/voip-phones-over-fixed-wireless/) and [card readers](https://hdiss.net/guides/card-readers-and-point-of-sale/). ## Email, hosting and domains ### What are the email settings? Incoming POP3 server pop.hdiss.net, outgoing SMTP server smtp.hdiss.net, and the username is your full email address. Ports are not published, so call for them. See the [email page](https://hdiss.net/email/). ### Do you offer web hosting? Yes, Windows and Linux hosting. Ask us about it on the [web hosting page](https://hdiss.net/web-hosting/). ### Can you register a domain for me? Domain registration is listed among the company's services. The [domain page](https://hdiss.net/domain-registration/) explains what to ask. ## Switching and cancelling ### How do I switch from my current provider? Keep the old service until install day, then return its equipment. The [switching page](https://hdiss.net/switch/) has the checklist. ### Do you match competitors? The company says it beats or matches any competitor. Ask us about your bill. ### How do I cancel? Give two weeks notice and return the equipment, as the agreement says. See the [switching and cancelling topic](https://hdiss.net/faq/switching-and-cancelling/). ## Support and outages ### How do I reach support? Call 775-575-9593 or 775-391-5660 from 9 to 5 every day, or write to info@hdiss.net. The network is watched around the clock and storm crews are dispatched like a utility's; the [support topic](https://hdiss.net/faq/support-and-outages/) explains how that and the 9 to 5 office fit together. ### What should I try before I call? Check the power injector lights, restart in the right order and test one device by cable. The [five checks](https://hdiss.net/support/no-internet-five-checks/) take a few minutes. ### Should I climb up and check the antenna? Never. Call us and a technician comes. ### Sources - [hdiss.net](https://hdiss.net/) (published plan prices and speeds, read October 15, 2026) ### Talk to a person - Call [775-575-9593](tel:7755759593) [775-391-5660](tel:7753915660) Open 9-5 every day - Email [info@hdiss.net](mailto:info@hdiss.net) [Check my address](https://hdiss.net/check-availability/#check) Local since 2002 Fixed wireless from towers in Northern Nevada. Three plans, no contracts, local support, 4.8 on Google from 36 reviews. [About High Desert](https://hdiss.net/about/)