FAQ



What's wrong!?! My internet doesn't work!

DON'T PANIC


We at CyberNet1 do our best to deliver a quality service that is fast and reliable.
If you are experiencing service issues, we suggest that you first review our troubleshooting guide.
If you need further assistance, please contact our office at (406)363-2183.




My internet is running slow, buffering constantly, or sometimes does not work at all. What could be wrong?
What are the termination fees if I cancel my contract?
Can I pay my bill online?
My email isn't working, did I set it up right?
Can I change my billing date or invoice method?
Can I upgrade or downgrade my service package?
I will be out of town for vacation, work, et cetera. Can I put my account on hold until I return?




My internet is running slow, buffering constantly, or sometimes does not work at all. What could be wrong?
There are several factors that can effect the performance of your internet:
  • Using multiple computers and/or high-usage devices and applications (such as video streaming, file sharing and downloading, et cetera)
  • Unsecured Wireless Networks being hijacked by unwanted users
  • Wireless interference from nearby WiFi networks or other devices (proximity to baby monitors, wireless video cameras, cordless phones, et cetera can cause extreme performance degradation)
  • Old wireless routers may not perform properly or disconnect clients intermittently
  • Faulty cabling or termination (weathering, animal chew marks, et cetera)
  • Faulty power outlet or surge suppressor (improper grounding can prevent surge suppression from working properly)
  • Faulty Ethernet ports on computers, routers, or outdoor radio (can cause intermittent disconnects resulting in buffering or pages not loading properly)
  • Faulty power injector (PoE) for the outdoor radio (can cause outdoor radio to reboot intermittently or only during heavy usage)
  • Computer-related service degradation can be a result of viruses & spyware, failing hardware, low system memory & resources, or other non-internet related issues
  • Antenna is out of alignment (High winds, Line-of-Sight obstructions, physical contact by humans or animals, birds perching, post settling or loosening over time, et cetera)
  • Outdoor Radio equipment is damaged (Electro-Static Discharge, power surges, lightning, physical contact by humans or animals, insects, birds, et cetera)

  • If your service is not working as expected, contact our office and we will assist you in troubleshooting the problem.

    Any equipment failure with CyberNet1-owned equipment will be resolved without any charges (this includes the outdoor radio, a standard cable run from the outdoor radio into the interior, termination of cabling for the outdoor equipment, and the power injector; this does not include post-mounts, non-standard cable runs, buried cable, internal wired & wireless networking, and customer-owned routers), however any issues relating to internal networking and customer's equipment will be charged at an hourly rate of $75, with a half hour minimum charge.

    We reserve the right to charge for physical damage to our equipment, or service calls for signal-related issues that do not result directly from a failure of the mounting equipment or the outdoor radio (as examples: physical contact, severe weather, wireless interference, new or faulty infrastructure, remodeling, reroofing, residing, new Line of Sight defects, et cetera)



    What are the termination fees if I cancel my contract?
  • If the customer has fulfilled less than 12 months of the 2-year contract, a termination fee of $195 will be assessed.
  • If the customer has fulfilled more than 12 months but less than the 24 month commitment of the 2-year contract, a termination fee of $95 will be assessed.
  • If the customer has fulfilled less than the 12 month commitment of the 1-year contract, a termination fee of $95 will be assessed.
  • Any account having completely fulfilled the contract obligations is thereafter considered Month-to-Month.
  • If the customer is Month-to-Month, there will not be any new charges or termination fees.
  • The power injector, PoE, must be returned to our office, or provided to our technician at the time of equipment pickup, or a charge of $50 will be assessed for the missing equipment.
  • At the time of service termination, customers are responsible for paying the remaining account balance in full.
  • CyberNet1 reserves the right to process payment of any remaining balance and termination fees to any credit card on the account.




  • Can I pay my bill online?
  • Customers can pay their CyberNet1 Bill online with a Credit Card, Debit Card, or Paypal.
  • Credit and Debit Card payments process immediately and will reactivate accounts that have been suspended for non-payment.*
  • Paypal payments are not processed directly by our accounting system and must be made several days before payment is due in order to avoid interruption of service.
  • Our accounting website is available to all accounts, even those that have been suspended for non-payment, using the username and password provided at the time of service installation.
  • Reactivation is possible after-hours and on weekends if payment is made via Credit or Debit Card.*

  • For Credit and Debit Card payments, login at: https://accounting.cybernet1.com
  • Your login username and password are recorded on the installation/contract paperwork. If necessary, contact our office at (406)363-2183 for login details (only individuals authorized on the account may receive account information or make changes to these details)

  • For Paypal payments, you may process payments via Paypal to cybernet1@cybernet1.com, or by using the link provided on our website.

    * Customers must have current settings on their equipment in order to enable 'PayOnly' internet access to our accounting system for making payment while the account is suspended. This service requires the use of PPPoE Authentication, which is the standard method of configuring your router or radio for use on CyberNet1's network. If you have trouble accessing https://accounting.cybernet1.com, please contact our office at (406)363-2183 so we may resolve your issue and allow for future use.




    My email isn't working, did I set it up right?
  • If you cannot send or receive email, first verify your internet connectivity with a web browser such as Internet Explorer, Firefox, Chrome, or Safari
  • Next, verify your email account is setup with the correct settings: Cybernet1's Email Settings
  • If necessary, try using Google or your preferred search engine to find a "How-To Guide" on entering these settings into your email client, as screen layout and options are different for various email clients
  • If you continue to experience problems, please contact our office at (406)363-2183 for assistance or bring your computer, tablet, or phone In-House so that we can verify the settings for you




  • Can I change my billing date or invoice method?
  • We can adjust the billing date on your account to better suit your needs, and the account will be pro-rated for the difference between the original and new billing dates
  • The pro-rating process is automated, contact us at (406)363-2183 if you have questions about your billing
  • Accounts that have fulfilled their contract obligations can be switched off of auto-charge at any time
  • Accounts that are under contract obligations must maintain a Credit Card on file for auto-charge, and Debit Cards are not accepted as substitutes
  • For our customer's convenience, any Month-to-Month account has the option of setting up a Credit or Debit Card for auto-charge.
  • All accounts may make a payment by Credit or Debit Card at any time. Accounts that are made current before their due date will not be auto-charged




  • Can I upgrade or downgrade my service package?
  • Customers can change their service package at almost any time by calling our office at (406)363-2183
  • Changes can only be made once during the monthly billing cycle
  • In order to increase the service package, it may be necessary to upgrade the equipment installed at your location
  • Accounts that do not perform as expected on the upgraded service package may be downgraded prior to the term commitment only with a technician's verification that no equipment upgrades are available
  • Please contact us immediately if you do not consistently receive the speeds associated with your service package by calling our office at (406)363-2183.
  • We reserve the right not to provide any credit for poor performance if the issue has not been reported in a timely fashion




  • I will be out of town for vacation, work, et cetera. Can I put my account on hold until I return?
    If you are leaving town, we can suspend your account until your return. However, there are a few things to be aware of:
  • You must notify our office of the day you are leaving, and date you are expected to return
  • Any holds over three months in duration need to be submitted in writing via printed copy or email, and it is the customer's responsibility to confirm that the hold is on record before leaving town
  • Your billing date will be adjusted by our accounting software, and differences between dates will be automatically pro-rated
  • Service must remain active for a minimum of one month. Service must be active for a minimum of two months per year
  • It is the customer's responsibility to contact us both in advance of leaving and upon return (credits will not be given for service due to the customer's failure to provide sufficient notice)
  • We offer "Vacation Holds" as an added benefit and these holds are not considered to be included as a part of any service package.
  • Vacation Holds are a privilege, and we reserve the right to not allow a hold for any reason, this can include: accounts that are past due, have poor payment history, have a history of failure to contact, or leaving for an extended period
  • Reactivations are only done during normal office hours, and activation may not occur until the next business day (depending on your installed equipment, a technician may need to finalize the reactivation)
  • Accounts placed on "Vacation Hold" do not accrue time towards the contract obligations, and your contract expiration date will be extended by the duration of any Vacation Hold
  • We reserve the right to terminate any account that is on Vacation Hold for a month past the declared return date, or any account that is left on Vacation Hold for more than six months
  • If this is your vacation spot, we can provide service on a Month-to-Month basis, however, you will need to make special arrangements with our office to avoid unnecessary equipment pickups