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Frequently Asked Questions
Have questions regarding our services? Find general information and answers about them here!
Yes! Unlike other Internet, telephone, and cable companies, Atlas Networks offers a five-year price guarantee for residential and Office Class business services. For our Dedicated Class business customers, we guarantee our rates in the agreement.
Our local Internet service is as reliable as DSL or cable with no bandwidth caps or limits and a 99.99% uptime guarantee. In most cases, we install a primary and backup dish on each building we service to ensure the guaranteed uptime.
You can use a traditional analog phone, PBX, PBX for T1/PRI, or almost any existing Voice over Internet Protocol (VoIP) phone. You can also install a softphone on your laptop or desktop PC.
The first invoice is prorated and may look higher than what you are expecting. The total amount owed is calculated from the first day your service was activated through the last day of the following month. For example, if your service was activated on March 17, your first bill will be for the rest of March through the end of April. This is higher than your normal bill, but future invoices will reflect your standard monthly rate.
We bill on the first of every month. For example, payment for the month of February is due on February 1. We send invoices out via email 10 days before they are due. Please make sure the email address we have on file is current to avoid missed bills, late fees, and confusion.
We offer a variety of payment options:
- Put a credit card on file with Atlas to set up an automatic payment schedule.
- Use BizX.
- Pay manually using a credit card through out Atlas Online Portal.
- Make payments over the phone.
- Send in a monthly check.
Set up an automatic payment schedule directly through your bank. You will receive an automatic notice from us if your credit card payment failed or if it's going to expire soon. Overdue notices are sent on the 7th, 10th, and 13th days in the month past due.
Yes, there is an option for direct mail invoices, but there is a $5.00 monthly administrative fee associated with that service.
Atlas Networks services a wide range of both residential and commercial buildings. The original cabling can look very different depending on the age of the building, so our installations also look different from project to project.
Many buildings are set up for what we call "plug and play," and a technician isn't required unless we are delivering equipment. Older buildings may have outdated cabling, in which case we need to come out and pull cable into your building and unit. Other buildings have the cabling already in the unit, but require some slight corrections to achieve optimal functionality. One solution won’t fit all buildings, but rest assured that our customer service department will be in constant communication with you throughout the entire process.
To identify which Ethernet jack is active, you will need to access your communications panel, typically located in the master bedroom closet. Within the communication panel, Ethernet cables should be going into your Ethernet outlet and upstream equipment. You should see a coupler (a 1"x1" silver tube) that connects two Ethernet cables together. One of these cables is the "feed" cable (it should be labeled “feed” or have your apartment number on it). The other cable should correspond to one of the Ethernet cables within your apartment and be labeled as such. If you see this set up, that Ethernet jack is considered active. You can change which Ethernet outlet is active by switching the Ethernet cable that is plugged into the coupler alongside the feed cable.
Your router is your gateway to the internet – and is key to a great internet experience. When purchasing a router, look for one with 802.11AC or newer technology, with Gigabit Ethernet ports for both “WAN” and “LAN”. 802.11AC routers emit simultaneous dual band networks, meaning that your router will emit two networks of different frequencies (2.4 and 5GHz). Devices that can connect to the 5GHz network will generally experience better speeds, while the 2.4GHz offers slightly better range and compatibility with older devices. Most importantly, make sure that you are purchasing an Ethernet based router – not a cable/DSL modem – so that it will work with our services! When installing your router, configure it for DHCP, and for best speeds, place it in a relatively open area (such as on top of a desk or entertainment center) as close as possible to where you will most frequently use it from.
Make sure your router is capable of Gigabit Internet speeds if you’ve selected a package with Gigabit Internet. The LAN ports of your router must be rated for this level of speed. You are welcome to lease a router from Atlas Networks for $6 per month. All Atlas routers are Gigabit-capable, dual-band, and use 802.11AC technology. We also provide customer service and technical support for the router through the duration of your contract with us.
Once you enter the Atlas Online Portal, look at the top dark blue menu and click Billing in the center. There you will be able to view your invoice history, check the status of past and present invoices, manage your method of payment, and pay any bills online.
In the Atlas Online Portal, look at the top right, where it says "Hello, [your name]." Click on the downward arrow located next to your name. There you can edit your account details and change your password.
Atlas Networks is a dealer for DirecTV, which means customers can get their Internet, phone, and television service set up conveniently through us. We can answer all of your questions about DirecTV as you are setting up an account and we can sign you up for the appropriate DirecTV package. Our technicians can complete the installation and troubleshoot any connection issues you may experience.
However, we do not own the DirecTV account. Once the original account is in place, any changes, questions, billing support, or other issues related to DirecTV need to go through their support center. If you are moving or canceling service, you need to call DirecTV at 1-800-531-5000 to make those changes. We cannot change or adjust anything on your account once it's created.
For general troubleshooting issues, you should call DirecTV support first at 1-800-531-5000 and they will be able to assist. If a technician is needed, they will contact Atlas and we will send someone out ASAP.
Atlas cannot terminate your DirecTV service, as we are not the primary account holder. Contact DirecTV at 1-800-531-5000 to do so. DirecTV will send you a recovery kit to return the receiver to them directly.
On the Atlas Networks invoice, you will see line items for the DirecTV package you've chosen and the receivers, but the price will be $0. Atlas does not charge you for the DirecTV service (even though you see the line item on our billing statement). DirecTV will send you their own invoices and billing statements for that service.
Unfortunately, Atlas Networks cannot do this for you. In order to change your TV package or change/add premium channels, you will need to contact DirecTV directly at 1-800-531-5000.
OnDemand/DVR functionality is considered a service package add-on and requires a receiver upgrade. Contact Atlas Networks to learn more about upgrading your receiver to get OnDemand/DVR capabilities.
It is the responsibility of the customer to return all leased Atlas equipment. Please return it by mail or drop it off between normal business hours. If you have marina service and a leased radio has been installed on your boat, an Atlas technician will come and recover that.
The main difference between analog and Voice over IP (VoIP) phone service is the way the voice signals are delivered. The analog phone service carries signals over a copper wire while the VoIP service delivers these signals over an IP data network. Analog is the traditional landline phone service that is commonly found within homes and businesses. VoIP phone service is offered through the Internet and converts analog phone signals into digital signals. These can then be delivered over the Internet to any home or business. VoIP is generally considered more secure with better call clarity and quality.
In the Atlas Online Portal, under the “Services” tab in the blue menu bar you can access a list of all the current services you are registered for. You can also place a new order and view all available package add-ons. You can also view your recurring monthly billing cycle, your next due date, the amount, and payment method of choice.
In the Atlas Online Portal, look at the top right, where it says "Hello, [your name]." Click on the downward arrow located next to your name. There you can edit your account details (such as your home address or email address), manage your payment information, and change your password.
In the online portal, click Support on the blue menu bar at the top of the homepage. There you can access your ticket history and find the current status of any support tickets issued. If you need to open a ticket, click Open Ticket and select the reason from the categories listed. Then fill out any relevant information and an Atlas customer sales representative will contact you shortly.
Business Customers: A contract is not required. However, if you opt for monthly services, a setup fee equivalent to four months of service is required before installation. If you opt for a one-year agreement, a setup fee equivalent to two months of service is required before installation. Two-year agreements have no setup fee.
Residential Customers: No contracts.
Yes! All of our wireless radios use at least 128bit AES encryption to ensure your data is secure while over the air.
Installation times can vary from a few days to a few weeks depending on the type of building and approval from the building owner.
Our experienced technicians handle the entire setup for you. We install the service to the building, configure your firewall, setup your phones (except for PBX's), and we will even reprogram existing VoIP phones.
Our company observes the following holidays each year:
-New Year's Day
-Martin Luther Jr King Day
-Washington's Birthday (Presidents Day)
-Memorial Day
-Juneteenth
-Independence Day
-Labor Day
-Columbus Day/Indigenous Peoples' Day
-Veteran's Day
-Day before Thanksgiving Day
-Thanksgiving Day
-Thanksgiving Day Friday
-Christmas Eve
-Christmas Day
-Day after Christmas Day
-New Year's Eve
In honor of national, state, and city holidays Atlas recognizes the various holiday names (e.g. Columbus/Indigenous Peoples' Day). For any service impacting emergencies during an observed holiday, please contact our support team at 206.395.7222 or email emergency@gigabit.io (note: in order to open an emergency ticket via email, you must send from the email address registered on our account).
Service cancellation details can differ dependent on if you are a Residential or Business Customer. Please send us a message at support@gigabit.io with your last day of service. Our team will review your account and begin processing your cancellation. If you would like us to potentially service your new location, please also send the address you are moving to and our Engineering Team will review the location. Thank you for being an Atlas customer!
The short answer is no. All of our rental routers are managed service hardware and we do not carry consumer grade routers.
What are the benefits of our manages service router rentals?
- Unlimited configuration support
- Troubleshooting
- Assistance setting up port forwards
- Replacement within one business day in the case of device failure
Prefer to purchase your own router?
- Check out our engineering team's recommendations here: Knowledgebase (gigabit.io)