--- title: Can you fix a problem remotely? | High Desert Internet url: https://hdiss.net/faq/support-and-outages/can-you-fix-it-remotely/ 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](https://hdiss.net/faq/) - [Support and outages](https://hdiss.net/faq/support-and-outages/) - Can you fix a problem remotely? # Can you fix a problem remotely? Sometimes, and a phone call is the first step. The company has not published what it can see or change from the office, so a fix by phone is not promised, and a technician visits when it cannot be done remotely. Working from home on a video call. Stock photo: Adobe Stock, not High Desert customers or staff. [Photo credits](https://hdiss.net/photo-credits/) 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](https://hdiss.net/support/no-internet-five-checks/) and [restarting your equipment](https://hdiss.net/support/restart-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](https://hdiss.net/guides/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](https://hdiss.net/support/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. ### Sources - [hdiss.net/terms-of-use/](https://hdiss.net/service-agreement/) (HDISS Service Agreement V 1.12, read 2026-10-15) - [hdiss.net/](https://hdiss.net/) (High Desert FAQ and service description, read 2026-10-15) ### 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) ### More on support and outages - [Can the chat assistant help me with my bill?](https://hdiss.net/faq/support-and-outages/can-the-chatbot-help-with-billing/) - [Should I climb up and check the antenna?](https://hdiss.net/faq/support-and-outages/should-i-climb-up-and-check-the-antenna/) - [How do I report a problem after hours?](https://hdiss.net/faq/support-and-outages/report-a-problem-after-hours/) [All support and outages questions](https://hdiss.net/faq/support-and-outages/) ### Related - [Support and outages: questions and answers](https://hdiss.net/faq/support-and-outages/) - [No internet: five checks before you call](https://hdiss.net/support/no-internet-five-checks/) - [What a service call covers](https://hdiss.net/guides/what-a-service-call-covers/) - [Contact support](https://hdiss.net/support/contact-support/) 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/) ## 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/) ## Call us. A person answers. 775-575-9593 and 775-391-5660, 9 to 5 every day. Email [info@hdiss.net](mailto:info@hdiss.net). Never climb to the antenna or touch the outdoor radio; that is our job.