Need Some Help?

Service FAQ

How can I sign up for service?

Visit uprisefiber.com/signup or call us at 833-217-7756.

I don't find my address in your system. What do I do?

If we service your building and you cannot find your unit please call us at 833-217-7756.
If you do not know if we are in your building yet you can call us at 833-217-7756.

Do I need to wait until I'm in my unit to set up service?

No! You can go through the set up process and choose your move in day to start service.

Do I need a technician's visit?

The sign-up page will let you know if our equipment is in your unit yet. If you've been living in your unit before our service started it is a possibility. If you've just moved in we probably have you covered.

What service plans do you offer?

We offer 200 Mbps, 500 Mbps, or 1 Gbps. These speeds are parallel for both upload and download. We offer these standardized plans across all locations.

Can I change my wi-fi name? Or password?

You can change your wi-fi name and password right from your customer portal.

Can I use my own equipment?

At this time you can attach your equipment to ours either in the smart panel or by connecting to a live port throughout the unit to use your device as an access point. Unfortunately, we do now allow you to change out our equipment at the moment.

Can I hardwire devices with your system?

You can always plug devices into the ports available on the back of the Uprise router to hardwire devices. However, if you want to use them outside of the smart panel in most units the living room and bedroom port are connected to our router. You can simply plug your devices in and they should connect. Throughout moves and service providers these cables can become disconnected. If this is the case you can use your smart panel to connect the corresponding cables to the back of the Uprise router. If you run into any issues or would like help walking through this process, call us at 833-217-7756.

How do I end my service?

You can choose to end your service at anytime with no penalties. Through your customer portalyou can submit an online ticket to end service on your date of choosing, or call us at 833-217-7756.

Troubleshooting FAQ

I don't see my wi-fi network.

Once you are in your unit and can view other available wireless networks on your device, the first step is to make sure your router is powered on. The router should have one glowing light on the front. If the light is off: check the power cable to make sure it is plugged in all the way. If the power and lights are on, log in to your account portal at uprisefiber.com and attempt to reboot the device there. If your wireless network is still not visible to your devices, give us a call at 833-217-7756.

My internet is too slow.

The first step is to run a speed test, you can visit speedtest.net to get quick results. Be sure to close down other browser windows and data intensive programs prior to running the speedtest, as those can draw additional memory assets from your computer and effect results. To get the most accurate speed results, please use an ethernet cable to plug your device directly into one of the LAN ports on your router prior to running your speedtest. If the test results in low wired speeds, log in to uprisefiber.com and reboot your router. When it comes back up, run another speedtest. If your speeds are still too low, call us at 833-217-7756.

How can I get the best wi-fi coverage across my home?

Depending on the size and layout of your unit, wifi coverage may vary throughout your unit. In larger units it may be beneficial to add a wifi extender to your home network to maximize your wifi experience. We recommend TP-Link Ac750 extenders, which retail for $30, available here.

I'm changing units, how do I move my service?

The easiest way to do this would be submitting an online ticket through your customer portal. We can set up the change for you in the system and you will be notified by email or text.

How do I change my wi-fi name and password?

Your customer portal has all of this functionality on your dashboard. Simply log in and update the information to whatever you want it to be from your Network Tab. The router may restart or update within in moment and you will have a new network log-in.

Do I need a wi-fi password?

Right now we do require all networks to be password protected. This is to prevent any security risks for you and our service.

Some of my devices cannot connect to my wi-fi, how do I fix this?

Some older devices only connect to 2.4G band wi-fi. The best option is to name your 2.4G network something different than the 5G band so they connect separately. Your older devices should be able to connect to the 2.4G wireless after you make this change.

How do I connect devices to my home network?

Each device has it's own process and settings but to start: ensure that wi-fi connectivity is turned on each device, through the settings menu will be a list of wi-fi networks and you should see yours. Select and enter the password when prompted and you will be connected!

How do I restart my router?

If you are having any service issues and want to restart your router you can do that two ways:
1. Simply unplug the power cable to the router located in your smart panel. Leave unplugged for at least 10 seconds, then plug the power back on and wait a moment for the router to boot.
2. You can always reboot your router right from your online portal. You can log in on your cellphone or from any location and reboot your router this way.

Billing FAQ

What service plans do you offer?

We offer 200 Mbps, 500 Mbps, or 1 Gbps. These standardized plans do not come with any fees, start-up costs, equipment rentals, or tax.

Do you have promotional offers?

We do offer your first month free! You will see on your first bill that we do not charge for the first 30 days of service.

Do you offer discounts?

Our flat rates are already so low we do not offer any special discounts.

When will I see my bill?

We send your service bill notification on the 15th of each month.

When is your billing cycle?

Our billing cycle is 1-31st of each month. We bill for the month ahead so the bill you receive in July will be for August's service.

Can I turn on auto-pay?

We do offer an auto-pay option for our service, you can change your notification preferences for this as well.

Do you save our credit card information?

Our system is arranged so we do not store any credit card information. You can have a card on file and set up auto-pay but your personal information is processed through an accredited processor. Only you will be able to see your card information through your portal. We do not take any credit card information over the phone.

Are there late fees or penalties for missing a payment?

If you are having issues paying your bill please give us a call. We reserve the right to suspend or downgrade services but they are last resorts.