How can we help?

arrow&v

CHECK FIBER AVAILABILITY

Contact us to see if our Fiber Optic Internet services are available in your area! 

801-686-2468

 SALES & SERVICE

Signing up for new service or need to manage your existing account? Contact us! 

801-686-2468

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 CONNEXT 2655 G Ave Ogden, UT 84401 If you need help logging into or signing up for the My Connext customer portal, please call us at 801-686-2468.




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. If you have paid online and your internet has already been shut off, please reach out to us at the above number to turn your service back on. NOTE: Our office hours are Monday - Friday from 9AM - 9PM MST and Saturdays from 9AM - 5PM MST.





TECHNICAL SUPPORT

Why is my internet slow?


Slow Internet can be very frustrating. But don’t worry, we are here to help! We will guide you through two speed tests that will help us to diagnose what's causing your slow speeds. Your home router may be having issues. To test if your router is causing slow speeds we will guide you through two speed tests, one with your router and another without the router. 1) Go to speedtest.net and click on “ Change Server” button. 2) In the search bar from the pop-up window, type Utah Education Network. 3) Choose the option “ Salt Lake City, UT - Utah Education Network”. 4) After you choose Utah Education Network server, click on the circle button that reads “ GO”. Once you've gotten the results, write them down. Sweet, good work team! You just completed a speed test using your router. Now let’s do a second speed test without the router. You will need a laptop or a computer that has an Ethernet port (most laptops have one). 1) Take your laptop to the router. 2) Examine the cords plugged into the back of the router and find the cord (most times it's yellow) plugged in the back of your router, going into a port labeled “Internet” or “WAN”. NOTE: The “Internet” or “WAN” port will be separate, and colored different, from the rest of the ports on the back of your router. 3) Take the cord that's plugged into the “Internet” or “WAN” port, unplug the cord from the router, and insert it directly into your laptop or computer. 4) Go to speedtest.net and click on “ Change Server” button. 5) In the search bar from the pop-up window, type Utah Education Network. 6) Choose the option “ Salt Lake City, UT - Utah Education Network”. 7) After you choose Utah Education Network server, click on the circle button that reads “ GO”. Once you've gotten the results, write them down and compare the two speed test results. If the results from the first speed test (the speed test with your router) are lower than the results from the direct connection speed test (the speed test without your router), then the router is the issue. If they're the same, give us a call.




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.
If these two options do not work please call 801-686-2468 and one of our technicians will be able to assist you further. Please keep in mind that when you call in, you will be asked to reboot your router and unplug your power box again. This will allow our technicians to see certain things regarding your connection and help determine the source of the issue. If you call in during business hours and no one is able to answer, please log into your MYCONNEXT account and submit a fix ticket and one of our technicians will be able to contact and assist you as soon as possible.





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. NOTE: Customers are not required to be home for this process.




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. NOTE: Landlord Letter of Permission must be completed by the property owner and delivered to Connext BEFORE we can do a Sight Survey at location.





MOVING HELP

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!





ABOUT US

What's different about connext?


Connext is proud to be a growing local business. As a local business, we understand the needs of our community. Connext delights to offer our community high speed internet at an affordable price. Clients enjoy our month-to-month service with NO contracts and NO extra or hidden fees and taxes. Clients hate data caps, and so do we! Connext offers unlimited data, so you will never have to worry about checking your data usage again. We pride ourselves in offering the best customer service available. Every call will be answered by a live person, ready to assist you in any way. Connext technicians are committed to solving trouble tickets and performing installations within 24 hours from the call in. Connext is dedicated to provide the best internet experience, allowing the entire family to stream, surf, game and upload seamlessly. Join the Connext family, we are only one phone call away!