FAQ
Cut The Cords With Wireless Advanced Internet
Billing
You can pay your bill online via the website, the link contained inside of your invoice, over the phone at 509-895-9600, In person at our office at 1703 W University Pkwy, Yakima, WA, Check, or Auto-Pay with recurring monthly payment.
If you have any questions about payments call our office at (509) 895 – 9600.
Typically your bill is due on whichever day your service was installed unless an alternative date is requested.
At time of installation inform the technician that you would like to set up Auto-Pay. We would require payment information and a valid email address to place on file to send invoices to.
There is no fee for using Auto-Pay.
We allow up to 3 plan alterations per calendar year. If you are interested upgrading or downgrading your packages please visit our plans at advancedisp.com/services/ to select which package you would like to move to.
Once you have selected your package give our office a phone call at (509) 895 – 9600 to speak with a Technician about modifying your speed. Bear in mind that in the event that you upgrade you will be responsible for the partial months difference between the two plans. We will credit the difference between the plans if you downgrade if you have already made a payment for that month.
Advanced Internet does not have any contracts, however, in the Installation Work Order which is provided with every installation our policy is detailed.
NOTICES: Any notices or other communication given under this said Agreement shall be by phone or email at jeff@advancedisp.com or by US mail to Advanced Internet, PO Box 2732, Yakima, WA 98907 or, if to the customer, to the customer address indicated below. Phone notification is adequate only with a live technician. Termination requires a 30-day notice for any plan including month to month.
You agree any modification or cancellation of this agreement must be in 30 days advanced written notice. You also understand any reduction of penalty may only be eligible by agreement to switch to our other sponsored services.
Congratulations on your new residence! We appreciate your business and will provide a service to site-survey absolutely free of charge, unless this new location is outside of our standard service area, and look forward to continuing to provide you service at your new location.
Simply give us a call at (509) 895-9600 to schedule an appointment.
Internet
Verify the basic configuration is set correctly.
- All cables are securely fastened into the router, power injector, and the power is securely plugged into the wall or surge protector.
- Ensure correct configuration. Cable from the outside radio is plugged into the POE slot on the power injector or the 24V POE OUT slot on the AirCube router if you are using our router.
- Verify the status indicator light on the power injector or the Aircube. If it is solid white that indicates no issues with the power injector or AirCube Router exists. If flashing could indicate a problem
- Ensure there are no line of sight obstructions for your radio. The service relies on Line of Sight to the tower and things like Campers/RVs, newly constructed buildings, trees, etc can potentially cause issues.
- Ensure the cable coming into your residence has not been damaged due to landscaping or other mechanical damage. Ensure cable is not kinked or has been damaged by any other means.
Perform Basic Troubleshooting
Please see below for router troubleshooting:
- Power Cycle Router – Unplug the power from the router and leave it unplugged for 15-30 seconds.
- Verify Status Lights – Nearly all routers come with status indicator lights to indicate if a problem exists. In the event that you are unsure what each light on your specific model of router means refer to router documentation.
- Power Cycle the Radio – Unplug the power injector from the outlet that it is plugged into for approximately 30 seconds. If the status indication light is red light after plugging the radio back in, this could indicate a problem with the delivery of power. A flashing light indicates the cable is either shorted or damaged. If the status light is solid white this indicates communication and power delivery to the router is normal.
- Bypass the Router – By bypassing the router and directly connecting to the power injector via the WAN slot/Ethernet this gives whatever device you are using a 1 to 1 direct connection and will eliminate any possible home-network related problems. If the connected device has internet access this indicates an issue with the router. If you have no internet still directly connected in this configuration give our office a call.
After completing these steps please contact our office at (509) 895 – 9600 to speak with a Technician if a problem still exists.
** NOTE – DO NOT PRESS THE RESET BUTTON ON THE AIRCUBE ROUTER IF EXPERIENCING PROBLEMS. IF YOU PRESS THE RESET BUTTON THE ROUTER WILL CEASE TO PROVIDE POWER TO THE RADIO AND A TECHNICIAN WILL BE REQUIRED TO RECONFIGURE YOUR ROUTER. THIS MAY INCUR A COST ASSOCIATED WITH THE LABOR TO PROGRAM THE ROUTER AGAIN**
At Advanced Internet we do not have any data caps or hard/soft limits on the amount of data you use. We deliver a constant flow of internet to your residence or business for you to use as you see fit.
One of the biggest contributors to slow or buffering internet is high usage by other devices on the network performing background downloads (Video game consoles performing game updates, etc). If experiencing slow or sluggish connections verify no other devices on the network are performing background downloads.
If multiple devices are actively being utilized it is possible that your bandwidth usage exceeds the package you are subscribed to. Feel free to reach out our office and a technician can investigate any usage concerns.
If none of the above apply to you, directly connect to the WAN port on the power injector using an ethernet connection to a laptop, desktop PC, or a console and perform a speed test. This will give you a direct connection to our equipment and tower to determine if the issue is related to any home network usage or a problem originating from our end.
When investigating speed related issues we recommend using speedtest.net or fast.com
Devices are not able to connect to wifi network – Verify that you are entering the correct password. Refer to router documentation to ensure router is configured correctly.
Listed are some of the more common router manufacturers support websites.
Belkin – https://www.belkin.com/us/support/
NetGear (Includes NightHawk / Orbi) – https://www.netgear.com/support/default.aspx
LinkSys – https://www.linksys.com/us/support/
TPLink – https://www.tp-link.com/us/support/
Ubiquiti AirCube – Contact our office for support (509) 895 – 9600.
Verify that all of the status indicator lights are indicating service is normal. If status lights indicate a problem check with the documentation from the manufacturer. If all status lights are showing correctly and you are still having issues refer to the above questions / answers to attempt to troubleshoot your connection. In the event you are still having issues after troubleshooting call our office at (509) 895 – 9600.
For both Residential and Business customers we have an on-call weekend technician that can assist with outages. Billing related matters are handled Monday – Friday during normal business hours. Call or text our office at (509) 895 – 9600. If leaving a voicemail press 7 to leave a voicemail for the weekend technician. Weekend callouts will be handled on an as-needed basis.
BUSINESS CUSTOMERS
Per the Business Customer agreement, we will make every attempt to resolve connectivity issues with priority within 24 hours.
When connecting or adding a printer to your home network refer to the printers documentation and if you still require assistance reach out to the devices manufacturer support site or support phone number. We are able to assist with these issues however for a technician assist with set-up on-site it will incur a $75/hr labor cost.
Most printers have software that you can install that will aid in the setup of the printer. The software guides you through setup and provides both text and imagery to walk you through setup.
Common Printer Manufacturer Support Sites
HP – https://support.hp.com/us-en/printer
Canon – https://www.usa.canon.com/internet/portal/us/home/support/product-finder/support-printers
Brother – https://www.brother-usa.com/brother-support
Xerox – https://www.support.xerox.com/
Sharp – http://www.sharpusa.com/Support.aspx
Ricoh – https://www.ricoh-usa.com/en/support-and-download
Lexmark – https://www.lexmark.com/en_us/contact-lexmark.html
(If not listed, most manufacturer’s support websites are easily accessible when conducting a web-search.)
There are a variety of internet streaming devices that allow you to watch movies and tv shows. These include both free and paid subscription services that are provided by content providers.
In the event that you are experiencing difficulty setting up the device refer to your devices provided documentation to troubleshoot common problems. Contact technical support for that specific device first before contacting us.
Streaming Devices / Smart TVs
If the issue pertains to joining your WiFi network, please refer to your documentation, contact the devices support team, and then refer to FAQ “I seem to be having issues with my Wi-fi / Router”
Common streaming devices support sites:
Amazon Streaming Devices (Also includes Alexa) – https://www.amazon.com/gp/help/customer/display.html/
Roku – https://support.roku.com/
Hulu – https://help.hulu.com/s/article/how-to-contact-Hulu
(If not listed, most manufacturer’s support websites are easily accessible when conducting a web-search.)
