Helpful answers from your local team
Frequently asked questions.
Find quick answers about service, professional installation, Wi-Fi, billing, outages, and getting help.
Getting started & installation
Use the Check availability tool on our homepage. Enter your complete service address and select the matching location. If we can confirm service immediately, you can continue to plan selection. If the address needs a closer look, send a local service-check request and our team will review it.
Our local team confirms the service type available at your address, reviews any construction or installation requirements, and contacts you to schedule the next step. A service request is not a final order until availability and installation details are confirmed.
An adult should be present and the technician will need access to the location where service enters the property and where the router will be placed. Please clear the area around existing communications equipment and identify any preferred router location before the appointment.
GigaBeam service includes professional installation. During the appointment, our technician will evaluate your home or business and recommend the best Wi‑Fi router location for strong, reliable coverage. When additional coverage is needed, the technician can also recommend effective extender or mesh-unit placement based on the property’s size, layout, construction, and how you use the connection.
Wi‑Fi & equipment
Your plan speed describes the connection delivered to your home or business. Wi‑Fi performance also depends on distance from the router, walls, interference, the device being used, and how many devices are active. For the most accurate test, connect one capable device directly by Ethernet.
In many cases, yes. The router must support the service speed and connection type provided at your location. GigaBeam can best troubleshoot equipment we provide, while support for customer-owned equipment may require help from its manufacturer.
The default network name and password are normally printed on the router label or provided during installation. If you changed them and no longer remember them, contact GigaBeam Support before performing a factory reset.
Place the router centrally, keep it in the open, use the 5 GHz or 6 GHz band near the router, and move farther-away devices to 2.4 GHz when appropriate. Large or multi-story properties may benefit from a properly placed mesh Wi‑Fi system.
Troubleshooting & outages
Check the Network Status page, then confirm the router and any fiber or wireless equipment have power and that cables are secure. Test more than one device. Restart the router by unplugging power for 30 seconds, reconnecting it, and allowing several minutes for service to return.
No—not unless GigaBeam Support specifically asks you to. A factory reset can erase the Wi‑Fi name, password, and other settings. A normal power-cycle is the safer first step.
Run the test on a modern device connected by Ethernet, pause large downloads and cloud backups, disconnect VPN software, and choose a nearby test server. Wi‑Fi tests can be lower because of signal conditions and device limitations.
Visit the Network Status page for known service disruptions and scheduled maintenance. If your area shows operational but multiple devices remain offline after a restart, contact Support so we can check your connection.
Restart that device, turn Wi‑Fi off and back on, forget the saved network, and reconnect using the correct password. If other devices are online, the issue is usually isolated to that device rather than the GigaBeam connection.
Billing & account
Use the My GigaBeam account portal to view your balance and available payment options. For help with a statement or payment, email billing@gigabeam.net or call (540) 726-2317.
Eligible advertised plan pricing includes the applicable automatic-payment and electronic-billing discounts. If either enrollment requirement is removed or a payment method becomes ineligible, the monthly rate may change.
A first bill may include installation or activation charges, equipment, taxes, and prorated service from the installation date through the start of the normal billing cycle.
Use My GigaBeam when the option is available, or contact Billing. For account security, we may need to verify the authorized account holder before making changes.
Contact us before your move date. Service availability and installation requirements are address-specific, so we will check the new location and help coordinate the transition.
Plans, speeds & service
Consider the number of people and devices, streaming quality, gaming, video calls, cloud backups, and work-from-home needs. Our plan-selection tool recommends a starting point, and you can still compare every available plan.
No. Plan speeds describe the service connection and are subject to the service terms. Individual-device performance varies with Wi‑Fi conditions, device capability, network demand, internet destinations, and customer-owned equipment.
Fiber uses an optical connection to the property. Fixed wireless delivers service over a professionally engineered radio link from a GigaBeam site. The available technology depends on the location, network design, terrain, and line of sight.
Yes, when the requested plan and technology are available at your address. Contact our team to review the options and whether any equipment change is needed.
Construction, property & policies
Some locations require an aerial or buried service path, attachment to the building, drilling, or placement of exterior equipment. The technician or construction team will review the practical route and obtain permission for work that affects the property.
Always contact 811 before digging. Private utilities and customer-owned lines may not be marked by the public utility-location service, so additional locating may be necessary.
Keep people and vehicles away from the area and contact GigaBeam immediately at (540) 726-2317. Do not touch a downed line or attempt a repair yourself.
Visit the Policies page for current service-related disclosures, acceptable-use information, privacy information, and other applicable terms. Contact us if you need help locating a specific policy.
Still need a hand?
Our local GigaGeeks are ready to help. Check current network conditions, visit the Support hub, or send us a message.