Can you fix a problem remotely?

Nobody wants to wait for a visit when a restart might do it. Here is what can be said about the order of steps and what stays unknown.

What can be sorted by phone?

Problems inside your house are often the quickest: a router that needs a restart, an injector that lost power or a Wi-Fi setting. The office may talk you through them. The agreement makes the router and your own settings the customer's responsibility (Section 8.A), but the office can still guide you. Start with the five checks and restarting your equipment, and then call with what you found.

What the company can see from the office, such as whether your equipment responds, is not published, so this site does not describe it.

When does someone have to come out?

A damaged cable, a shifted antenna or a failed piece of equipment needs hands on it. Under the agreement, failed supplied equipment is repaired or replaced by the company (Section 10.A). A visit where no fault is found, where the trouble is in equipment the agreement does not cover or where the technician has no access is billed at time and material rates (Section 12). Your checks before the call help avoid a wasted visit; see what a service call covers.

What should I tell them?

Say what you see, when it began, which devices are affected and what you have tried. A wired test result helps; the ping test for support article shows how. Mention any storm, power cut or work on the roof. A clear report shortens the call.

Do not climb up or touch the antenna or its cable. If a visit is needed, a technician comes. Call 775-575-9593 from 9 to 5 every day.