Local support: a person answers

Customers mention support first when they describe us. This page says how to reach help, what the office can do and what to try beforehand. It makes no promise about how fast a call is returned, and it quotes only what customers have written.

How do I reach support?

By phone at 775-575-9593 or 775-391-5660, by email at info@hdiss.net, or through Relay, the chat assistant on the site built by YelloPost AI. The office keeps hours from 9:00 AM to 5:00 PM, seven days a week, according to the Google listing. Relay can take your details and general questions, sends billing to the portal or the phone, and never tells anyone to climb up to the antenna.

What do customers say about getting help?

It is the most repeated theme in the reviews. “I just give them a call and they get it fixed right away,” wrote Sarah. Nancy D. wrote, “They return calls and provide service as needed.” Karin K. put it this way, about down time: “In the event of any down time they always have responded to my calls very quickly.” These are customers' own words from Google, and they describe individual experiences, not a promise of response time. The reviews page shows more.

What should I try before I call?

A few minutes of checking often fixes the problem and gives the office what it needs. Try the five checks, then restart your equipment in the right order. If only one device is slow, see one device is slow. The outage page explains what to say when you call.

What can the office help with?

The connection from the tower to your router, the radio and antenna, the power injector, your account and email settings. Wi-Fi inside the house, a router you bought yourself, or a smart TV are yours to adjust, but the guides and help articles show how. Our help center has an article for most popular routers, TVs and cameras.

Are service visits free?

The agreement says that when the company sends someone and finds no fault, or cannot get access, or the trouble is in equipment the agreement does not cover, the visit is billed at time and material rates. When the trouble is in the supplied equipment, the company repairs or replaces it. See what a service call covers.

What about 24/7?

24/7 is about the network, not a night help desk. Towers and backhaul are watched around the clock, and a storm outage sends Doug and the crew up the mountain at any hour, the way a power company works. Your account, your bill and new service are handled 9 to 5 every day. If you are reporting a problem with your own connection after hours, call and leave the details, then email; a person follows up in office hours, and a tower outage is already being worked.

Is there a customer area?

Yes. At the top of every page is a strip for customers with the payment portal, webmail and the help center. Existing customers can also look at pay online and webmail on their own pages.

What helps the office help you faster?

Have the name and address on the account, which device is affected, what the lights on the power injector show, when the trouble started and whether a restart changed anything. If the whole house is down, say whether a power cut or storm came first. Those few facts let a person narrow it down in the first minute, and they save you from repeating yourself if the call is passed to a technician.

What does support not cover?

Support covers the internet service we provide, from the tower to your router. It does not extend to repairing computers, setting up a home network from scratch or consulting on an office network. The guides cover the basics, and a local computer shop can do hands-on work.

A safety note

If anything outside looks loose or damaged, do not climb or touch the radio or its cable. Call and a technician comes.