Frequently Asked Questions

Frequently Asked Questions

General

Our office at 121 South Main Street in West Point is open Monday – Friday 9:00am – 5:00pm.

No! Data is Unlimited with all our plans; your only limitation is the speed of the plan you choose for your online activity. 

If you’re moving to a Skywave service area, You may start with the Move Service Form on this site or give us a call to schedule. Our Residential Technician(s) will pick up our equipment at your old address and if possible, install it at your new home the same day. And the best part, there is no cost for this basic move of service.

To avoid service interruptions please wait until our Residential Service Technicians have completed your installation. When your Skywave service is up and going, it’s time to notify your former provider of your switch.

Promotions

: : : New Customer SPECIAL: : :
Enjoy the GIG! our FASTEST Plan!   Symmetrical 1000 Mbps/ 1000 Mbps
It’s the best choice for homes with oodles of smart devices, a family that loves to stream, and serious gamers looking for a ZOOM fast connection.
BONUS: Skywave’s WholeHome Wifi is part of the GIG plan @ No Additional Charge.
For this promotional period only, you Get the GIG for our 100m + Whole Home Wifi price!
Just $60 per month for the first 12 months!
*After the promotional period, the price will return to the regular $90 per month.

**Skywave reserves the right to offer all promotions to customers based on property location, visibility, and internal promotional & service limitations.   

Customers that qualify for the Yard Sign Promo are asked to display our promotional Skywave Fiber ‘Get Connected’, Yard Sign, for 1 month upon placement in their yard.  After 30-31 days, a Skywave tech will be back to collect the sign and return it to our office. (We do try to reach out to the customers to verify the need for pick up.)
Customers will receive the Free Month Credit, after the sign is picked up, returned to our office and the customer’s first fiber billing has been paid.

*This is a seasonal promotion and Skywave reserves the right to offer  all promotions to customers based on property location, visibility, and internal promotional & service limitations.   

If you have any additional questions, please feel free to call our business office!

Billing

Installation is Free, and we do not require a contract for service.

Skywave installation is Free. And for service at most locations, we will not bill you until the first of the month following your Skywave ‘Live’ date.

Monthly billing occurs on or about the 1st of each month via email. You will receive a PDF of your invoice for the current month’s service.
Payment is due by the 20th of that month.
Paper invoices via mail are available upon request at the cost of $1.00/month.

Monthly billing occurs on or about the 1st of each month. You will receive your invoice for the next month’s service.
Payment is due by the 20th of that month.
Accounts with past due balances of any amount are subject to finance charges and/or service suspension.
Paper invoices via mail are available upon request at the cost of $1.00.

By Check/Cash – Skywave accepts checks by mail and cash or check at the office in West Point. A $30 fee is charged to any account with a returned check.

Credit Card – Skywave accepts all major credit cards at the office in West Point or over the phone. We do not offer automatic billing via credit card.
Auto-Pay – You may stop by our office to fillout the ACH (Automated Clearing House) paperwork or download the form here and return it to our office.

Online – Another option is to activate and use your online Skywave Customer Portal. Set this up with username & password by calling our office at 402-372-1975.

Yes! You may stop by our office to fill out the ACH (Automated Clearing House) paperwork or download the form here and return it to our office.
Another option is to activate and use your online Skywave Customer Portal. Set this up with username & password by calling our office at 402-372-1975.

Late payment fee is assessed on the first of every month for any accounts that have past due invoices from the previous month.

A Disconnect/Reconnect Fee is assessed at the time of ‘service suspension’ due to non-payment.
Accounts with past due balances of any amount are subject to finance charges and/or service suspension. Service suspension occurs following non-payment by the 20th of the second month in a row. 

Skywave WholeHome Wifi and WholeHome Wifi PLUS

The benefits of Skywave WholeHome WiFi are countless.
We provide, install, help connect, and support a router with wifi capable of delivering maximum speed to your home or business.

  • Lifetime Warranty. You don’t have to worry about software updates or an outdated router, because we are monitoring & taking care of those things for you.
  • Your Call for Assistance is Local & Professional!
    • Your calling someone local when you call Skywave. No wasting time navigating teleprompts to talk to someone you can’t understand.
    • Our Customer Service Specialists are trained to assist, troubleshoot, diagnose & resolve many issues with a simple call.
    • After basic troubleshooting, if still needed, we dispatch a Residential Service Technician to your home or business.
  • If you need Wifi to reach a remote part of your home, we provide a Mesh (aka. Wifi extender) as part of your Skywave WholeHome Wifi service

Skywave WholeHome Wifi is a Skywave provided router & wifi service.

  1. We provide, install, help connect, and then manage & support a Calix router capable of delivering maximum speed to your home or business.
  2. We monitor & keep the device(s) (router & extenders) working correctly behind the scenes with software updates.
  3. We can troubleshoot, diagnose, and help resolve many issues with a simple call to our knowledgeable Customer Service Specialists.
  4. When unable to correct the issue via phone troubleshooting, we will dispatch a Residential Service Technician to your home or business.
  5. If you need to get Wifi to a remote part of your home, we will provide a Wifi extender (a.k.a. Mesh) as part of your Skywave WholeHome Wifi service.
  6. *Lifetime Warranty – If needed we will switch out the unit(s) at no additional expense to you, because it is already part of your WholeHome Wifi Service.
  7. Basic management and monitoring of your Wifi Network and connected devices via our CommandIQ app CommandIQ - Better Wifi for your home.

With Skywave WholeHome Wifi PLUS you get all of the benefits of our WholeHome Wifi…. PLUS:

  • Malicious website, anti-virus and anti-ransomware protection
  • ​Traffic monitoring that automatically blocks suspicious activity
  • Expanded control of your Wifi Network via our CommandIQ appCommandIQ - Better Wifi for your home.
  • Enhanced parental control to enforce household rules.
    • Family profile tools allow you to manage content and screen time by age, content, person, device, application, etc.
  • Prioritization options allow you to set priorities down to the user and/or device level
  • Alert Notifications when content is blocked through CommandIQ — and you’ll receive the credit for keeping the home protected

Please call our office 402-372-1975. After you verify just a bit of information about your account, we can remind you or help reset your WholeHome Wifi Network Name (SSID) &/or Wifi Password. 

Phone Service

Yes! If we are able to provide fixed-wireless or fiber internet to your home or business we are also able to provide Phone Service. 

In most cases, “Yes”, however in some areas there are providers that will not allow the transfer of your current number. Please allow 5 business days for the number transfer process. If you have more questions, please give our office a call at 402-372-1975.

To avoid loss of your current number and any service interruptions please wait until our Residential Service Technicians have completed your installation. When your Skywave Phone service is up and going, it’s time to notify your former provider of your switch. 

Streaming TV

Streaming TV uses the internet to deliver live and on-demand movies and shows. If you have Netflix, Hulu, or Disney+, you are already using a streaming TV service. Some of these streaming TV services are free, others have a monthly subscription or offer you a choice of contract or no contract with ads – and with most you can cancel anytime.

There are a lot of great streaming devices that come in a variety of options, from streaming players to smart TVs – and they are all easy to setup. Our technicians have found the most success with the 4K Roku and AppleTV devices.

Some streaming services now offer local programming, like YouTubeTV, HuluLive and CBS All Access. With these streaming services, you’ll be able to find the local channels you enjoy!

Currently, we do not.  With so many streaming services and channels available, we feel you are best suited to choose the streaming service with channels & programming that match your interests!

Most streaming services like Netflix and Hulu recommend at least a 10Meg/2Meg Internet plan to allow for multiple streams and other connected devices to work simultaneously.  If you have a lot of streaming devices in your home or want to stream in 4k, we recommend one of our faster plans.

Call our office at 402-372-1975 and we will answer any additional questions as they relate to your service!