Support questions

1. Reboot your equipment. Unplug the power from our device and from your router, wait 30 seconds, and plug both back in. Give everything two full minutes to reconnect. This clears the majority of issues.

2. Check the Customer Portal. Sign in to the Customer Portal to verify your connection status and confirm your account is in good standing.

3. Check your WiFi. If a wired device works but WiFi does not, the connection is fine and it's a WiFi issue. Open the CommandIQ app to check your network and restart your WiFi.

4. Still down? Call us at 480.867.2222. We can test your connection from our side while you're on the line.

Check the Customer Portal for service status on your account, or call us at 480.867.2222. If crews are already working an outage in your area, we'll tell you what we know and roughly when to expect restoration.

Go to our helpdesk and describe the issue. You'll get updates as we work it, and nothing falls through the cracks.

The Customer Portal is the fastest way: view and pay your bill, review your services, and manage your account. Prefer to handle it by phone? Call us at 480.867.2222.

The CommandIQ app included with your Optyra^™ Internet service handles it: see what's connected, set up guest networks, pause devices, and run speed tests right from your phone.

Start with a speed test in the CommandIQ app near the router, then repeat it in the slow rooms. If speed is strong near the router but weak elsewhere, it's a coverage issue, not a connection issue. Moving the router to a central, open spot helps more than people expect. Still struggling? Call us at 480.867.2222 and we'll talk through options for whole-home coverage.

If the problem is on our network or our equipment, fixing it is on us. If a visit turns out to involve equipment or wiring we don't provide, we'll tell you before any billable work happens, never after.