How can we help?
CHECK FIBER AVAILABILITY
Contact us to see if our Fiber Optic Internet services are available in your area!
SALES & SERVICE
Signing up for new service or need to manage your existing account? Contact us!
INTERNET TECH SUPPORT
Have a tech issue? Review our FAQs or contact us for troubleshooting solutions!
Log into MYCONNEXT &
submit a fix ticket
Frequently Asked Questions
BILLING & PAYMENT
What payment options do I have?
There are various options to pay your bill. The most common option is to set up automatic payments with a debit or credit card, you can also pay online via the MyConnext customer portal, over the phone with a card, or mail a check to
When and how do I get my bill?
Monthly invoices are sent via email, and due on the first of every month. Please be sure you have given your email to the installer or to our office staff so you can receive your invoice. If you have not yet received your bill, please call us at 801-686-2468 to ensure that your correct contact information is in our system.
Are there any late fees?
No, there are no late fees! We have a 10 day grace period from the payment due date for payment to be received. If the payment has not been received or if we are not contacted by the 10th day, we will attempt to contact you 3 times to retrieve payment. If we are unable to make contact after the third attempt, the service may be shut off.
My service has been disconnected due to late payment. What do I do?
We understand that life happens. If you are late on a payment and your service has been turned off, please call us at 801-686-2468 to get your account up to date and have the service turned back on.
Why is my internet slow?
My internet stopped working. What do I do?
If your internet stops working please try the following:
Reboot your router by turning it off for at least 60 seconds, and then turning it back on.
If the above did not fix the issue, unplug the small, black or white, power box from the power source for at least 1 minute. Then, plug it back in and wait 1 minute to see if your internet turns back on. NOTE: it may take several minutes for the equipment to boot back up.
SITE SURVEY & NEW INSTALLATION
What can I expect in the site survey?
During the site survey, one of our professional technicians will get on top of your roof and do a signal test by aiming a dish at our land-based towers. Once the technician has determined the signal strength, they will call you and let you know if your signal qualifies for installation and if so, they will also provide you with the average speed that you can expect.
What can I expect with the installation?
During a wireless installation, our professional technician will mount one of our rooftop units (dish) to your roof. Once mounted, we will run a cable from the rooftop unit into the interior through a 1/2" hole drilled through the wall. The technician will then install a face-plate on the wall and provide you with a small power box. This power box is called a POE—Power Over Ethernet—and powers the rooftop unit. Your router will receive internet by connecting to a second port on the POE box.
How long does the installation usually take?
Installations usually take around 1.5 to 2 hours. Some installs may take up to 3 hours due to weather conditions, the size of the house, or the steepness of the roof.
How do I re-schedule my site survey or installation?
We understand that life happens. If you need to rearrange or reschedule your appointment for any reason, give us a call at 801-686-2468. We are happy to assist you right away, and set up a new time that works best for you.
Will I have to pay for a site survey?
No, unless you choose to have our service installed right after the site survey. In this case, the site survey has now become an installion, and you would then be subject to the $99 installation fee as well as the pro-rated internet fee for the month.
Landlord Letter of Permission
Tenants and renters who want our service need to get written permission from the land, property, or building owner before we can install our services on the premises. To request the written permission form for the land owner to sign, simply fill out the information in the above section titled, How can we help?. Under the drop down menu select, "Request Landlord Letter of Permission Slip". We will send the Landlord Letter of Permission form to you via email.
I need to move my services to my new home
We at Connext understand the stress and confusion that comes from moving. Let us know when you plan on moving, and we can perform a site survey at your new home. If your new home is able to connect to one of our towers, we will install internet service to your new home, free of charge!