The mailing address is PO Box 11353, Reno NV 89510. A short call goes faster with the right facts in front of you. Here is what to have, who to ask and what each route is for.
Steps
- Pick the route
Phone for anything that is down or confusing, email for a written record, billing@ for the agreement.
- Gather the facts
Name on the account, the service address, the number where we can reach you and the date it started.
- Write down what you see
Which devices fail, what the injector and router lights show, and what you tried.
- Call
775-575-9593 is the main line. 775-391-5660 is the second. Hours are 9 to 5, every day.
- Say if it is urgent
Tell the person what you cannot do without, such as a work call or medical alert.
- Write to us if you prefer
info@hdiss.net for general messages. billing@hdiss.net for questions about the agreement.
- Mail a letter only for letters
PO Box 11353, Reno NV 89510. Not for equipment.
What are the hours?
The office is open 9 to 5, seven days a week, on both lines. The network is watched around the clock and tower outages are worked at any hour; a problem with one connection is handled in office hours. Leave a message with the details above.
What should I have ready?
For a connection problem: the lights, the steps you tried from the five checks, and whether a storm or a power outage came before it. For email: the program or phone, what it says and the server names you typed; see webmail. For billing: the invoice date and the line you are asking about, as in read your bill.
Is the chat assistant a person?
No. The chat on this site is a YelloPost AI assistant called Relay. It can answer general questions about the service and the help articles. It does not handle billing and it does not guess whether your address can get service. For those, call. It also never tells anyone to climb up or touch outdoor equipment.
What about the outdoor equipment?
Never climb to the antenna or touch the outdoor radio or its cable. If something looks wrong, say what you see from the ground and a technician comes. The pages outage and after a wind storm explain the checks you can do safely.
What can the help center not do?
It cannot see your account, your equipment or your address. It cannot tell you whether a town or an address can get service, and it does not offer a status board. Those answers need a person. The help center articles are written so that you can try the safe steps first and arrive at the call prepared.
When should I email and when should I phone?
Phone when the internet is down, slow or acting oddly, because a person can ask questions back and tell you what to try. Email when you want a written record of a question that can wait, like a data transfer limit for your service level. The agreement says questions about the agreement itself must be in writing to billing@hdiss.net, so use that address for them and keep your own copy.
Is there a website form for a problem report?
The forms on this site are for people asking whether an address can get service, and for general questions. They are not a repair queue. For an outage, use the phone, and read the outage page. A sales-style form will not speed up a repair, and filling one out for the wrong thing can send your message to the wrong place.
What if I cannot reach anyone?
Try the second line, then send an email with your number and the details, then call again within office hours. A voicemail with a clear number and a short description gets a call back. Please do not leave account numbers or card numbers in a message. If the problem is a safety issue, such as a fallen line, call 911 first.
Sources
- hdiss.net/contact/ (High Desert Internet, phones, email, PO Box, hours, read 2026-10-15)