customer
Support
Do you have a question or a concern about your service, or which plan you should get? Find below the most frequently asked questions and the basic troubleshooting tips.
If you don’t find the answer here, please contact us for assistance. We are here for you.
(520) 732-2208
FAQ
How is HPAZ different from other providers?
Our services are also less susceptible to atmospheric conditions like satellite services. Plus, satellite service, which comes from space, adds latency to their service whereas we use ground based towers which doesn’t have this problem.
WHICH PLAN IS THE BEST FOR ME?
To best determine which plan you may need to fulfill your internet needs look at the chart below and add bandwidth usage for every device you intend to have running at the same time. This will give you an estimated download speed for your household.
- Video Streaming (Netflix, Hulu, Amazon Video, Ect.)
- 2mbps download for Zoom meetings
- 3mbps download for standard definition
- 5mbps download for High Definition
- 25mbps download for 4k Ultra High Definition
- Online Video Games 5mbps
- Email 1mbps download
- Web Browsing 3mbps
For Example if your household were to watch Netflix at 1080p and play video games you would need about 10mbps download speed connection to complete both tasks at the same time.
**the bandwidth usages above are estimates only!**
DO I HAVE TO SIGN A CONTRACT?
No. We offer our service at completely free of contracts, we only ask for a 30 day notice prior to disconnect so that we can make the necessary arrangements for a date and time that best fits your schedule.
WHAT HAPPENS IF WHAT I CHOOSE DOESN’T WORK?
If you happen to choose a plan that isn’t working out for your needs you can contact our customer service team at 520-732-2100 and they will work to find a plan that will meet your needs.
FAQ
How is HPAZ different from other providers?
Our services are also less susceptible to atmospheric conditions like satellite services. Plus, satellite service, which comes from space, adds latency to their service whereas we use ground based towers which doesn’t have this problem.
WHICH PLAN IS THE BEST FOR ME?
To best determine which plan you may need to fulfill your internet needs look at the chart below and add bandwidth usage for every device you intend to have running at the same time. This will give you an estimated download speed for your household.
- Video Streaming (Netflix, Hulu, Amazon Video, Ect.)
- 2mbps download for Zoom meetings
- 3mbps download for standard definition
- 5mbps download for High Definition
- 25mbps download for 4k Ultra High Definition
- Online Video Games 5mbps
- Email 1mbps download
- Web Browsing 3mbps
For Example if your household were to watch Netflix at 1080p and play video games you would need about 10mbps download speed connection to complete both tasks at the same time.
**the bandwidth usages above are estimates only!**
DO I HAVE TO SIGN A CONTRACT?
No. We offer our service at completely free of contracts, we only ask for a 30 day notice prior to disconnect so that we can make the necessary arrangements for a date and time that best fits your schedule.
WHAT HAPPENS IF WHAT I CHOOSE DOESN’T WORK?
If you happen to choose a plan that isn’t working out for your needs you can contact our customer service team at 520-732-2100 and they will work to find a plan that will meet your needs.
Troubleshooting
STEP 1
- Start by disconnecting or turning off all devices in your home except one, this will be your test device.
- Navigate to Fast.com to run a speed test (Ensure no one is using the Internet as it will affect the speed tests outcome). Your download speed will be the first large number you see in the center of the page and this number should be within 1mbps of the speeds listed on your package.
- If you get below those speeds or cannot connect to the site proceed to step 2.
STEP 2
- If you are having issues connecting to the internet start first by ensuring that all network cables to and from your router are fully seated by unplugging them then inserting them fully until you hear a “click” attempt step 1.
- If this does not resolve the problem proceed to step 3.
STEP 3
- Next power cycle your router by unplugging the power cable from the back of the router. Wait approximately 10 – 15 seconds then fully insert the power cable into the router. DO NOT press the button on the back of your router labeled reset, this will return your router to its factory default settings.
- Attempt Step 1, if this does not resolve the problem, please contact our support team at 520-732-2208 and press 2 at the prompt. Pressing this button may require a charged service call.
Troubleshooting
STEP 1
- Start by disconnecting or turning off all devices in your home except one, this will be your test device.
- Navigate to Fast.com to run a speed test (Ensure no one is using the Internet as it will affect the speed tests outcome). Your download speed will be the first large number you see in the center of the page and this number should be within 1mbps of the speeds listed on your package.
- If you get below those speeds or cannot connect to the site proceed to step 2.
STEP 2
- If you are having issues connecting to the internet start first by ensuring that all network cables to and from your router are fully seated by unplugging them then inserting them fully until you hear a “click” attempt step 1.
- If this does not resolve the problem proceed to step 3.
STEP 3
- Next power cycle your router by unplugging the power cable from the back of the router. Wait approximately 10 – 15 seconds then fully insert the power cable into the router. DO NOT press the button on the back of your router labeled reset, this will return your router to its factory default settings.
- Attempt Step 1, if this does not resolve the problem, please contact our support team at 520-732-2208 and press 2 at the prompt. Pressing this button may require a charged service call.
