Questions About Our Internet Service
How do I know if AIR Internet Service is available at my location?
To find out if AIR can service your particular location, please call
832-303-2778 to speak with a service representative. The representative will ask for your address to determine if we will be able to provide our LTE Internet service to your location. Topography and natural/unnatural surroundings may inhibit our ability to provide service to certain locations.
How much does AIR charge for a service call?
AIR does not charge for a service call during regular business hours if the issue is a problem with AIR equipment (does not include router issues).
Issues that are not an AIR problem will be charged at $50 per hour during regular business hours. If the service call is after regular business hours, and the customer does not wish to wait until the following business day, then a $70 per hour charge will be applied. Weekend and holiday service calls will be charged at $90 per hour. Regular business hours are Monday thru Friday, 9:00 am to 5:00 pm.
Avoid Hourly Rates: AIR offers a monthly Service and Maintenance Package $25/month ($300 annually)
I need a router and I am not sure what to purchase?
If you are wanting wireless in your house, you will need a wireless router. If you are going to purchase your own wireless router, make sure your purchase is a “Wireless Router” and NOT a “Wireless Modem” or “Wireless Modem/Router”. The unit we place on the outside of your residence has a modem built into it, so you only need to purchase a “Wireless Router”.
AIR recommends the “Ubiquiti Networks airCube” brand of Wireless Routers. We have found that Ubiquiti routers are the most compatible with our LTE technology. AIR has them available for purchase at the time of installation.
Troubleshooting
My internet is not working. What can I do to fix this?
There are many factors that could play into why your internet is not working. Many of which are easily resolved by following the simple troubleshooting steps below.
- Ensure that there is power going to your router and to our power supply (Yes, these are two different pieces of equipment). If you do not have a power outage, make sure the power cords for the devices are plugged in to a functioning power outlet and that the outlet is not connected to a switch that might be turned off.
- If you are sure that there is power to both of these pieces of equipment, you may have to reboot them. Please follow these instructions to reboot your router and our power supply. Please follow the instructions carefully and make sure that the appropriate cables are connected properly and seated fully as shown in the diagram.
- If the internet is not working after following the previous steps, you may have to reboot your computer, tablet or gaming console. This step can resolve a variety of issues.
If you are still having problems connecting to the internet, it could be perhaps that your router is having issues. Please check your router manual for proper operation of the router.
If you are still experiencing issues after following these steps, please call our technical support team at 832-303-2778, Monday thru Friday 9:00 am to 5:00 pm.