Do you offer a price guarantee?

Yes! Unlike our friends at the telephone and cable companies... Atlas Networks offers a 5 year price guarantee for Residential and 'Office Class' Business services. For our 'Dedicated Class' business customers, we guarantee our rates in the agreement.

How reliable is the service?

The service is as reliable as DSL or Cable. In most situations we install a primary and backup dish on each building we service.

What types of phones can I use?

Our telephone service is agnostic to telephones. You can use a traditional analog phone, PBX, PBX for T1/PRI, almost any existing VoIP phone, or even install softphone on your laptop or desktop PC.

Why is my first bill so high?

The first invoice is pro-rated and will look higher. The total amount owed is calculated from the first day your service was activated through the last day of the next month. For example, if your service was activated on March 17th, your first bill is going to be for the rest of March through the end of April. This is higher than your normal bill, but future invoices will reflect your standard monthly rate.

What is the billing cycle?

Invoices are due on the first of the month for that month. For example, payment is due February 1st for month of February. We send invoices out via email 10 days before they are due. Please make sure you have a working email address on file with us to avoid late fees and confusion.

What are your accepted forms of payment?

Our payment options are very flexible. You can put a credit card or Paypal account on file with Atlas to set up an auto-payment schedule. We also accept BizX as an alternative. You can also pay manually using a credit card through our Atlas Online Portal. We accept payments over the phone or you can send in a monthly check. We are also able to set up an auto-payment schedule directly through your bank. You will receive an auto-notice from us if your credit card payment failed or if it's going to expire soon. Overdue notices are sent on the 7th, 10th, and 13th days in the month past due.

Can I have bills mailed to me vs. email?

Yes, there is an option for direct mail invoices, but there is a $5.00 monthly administrative fee associated with that service.

What does an installation look like?

Atlas is in a wide range of both residential and commercial buildings. The original cabling can look very different depending on the age of the building, so our installations also look different project to project. Many buildings are set up for what we call “plug and play” and a technician isn't required unless we are delivering equipment. Older buildings may have outdated cabling - in that case we need to come out and pull cable into your building and unit. Other buildings have the cabling already in the unit, but require some slight corrections to achieve optimal functionality. There's isn't one right answer, but rest assured our customer service department will be in constant communication with you throughout the entire process.

How can I tell which Ethernet jack is active?

To identify which Ethernet jack is active, you will need to access your communications panel, typically located in the master closet. Within the communication panel there should be Ethernet cables going into your Ethernet outlet and upstream equipment. You should see a coupler (a 1”x1” silver tube) that connects two Ethernet cable together. One of these cables is the “feed” cable (it should be labeled feed or have your apartment # on it). The other cable should correspond to one of the Ethernet cables within your apartment and be labeled as such. If you see this set up, that Ethernet jack is considered active. You can change which Ethernet outlet is active by changing the Ethernet cable plugged into the coupler alongside the feed cable.

What kind of router should I purchase?

If you don't have the right kind of router we are unable to connect you to our Ethernet. When purchasing a router, look for one with 802.11AC technology, this is the newest technology and allows for greater speeds than 802.11N routers. 802.11AC routers also emit simultaneous dual band networks, meaning your router will emit 2 networks of different frequencies (2.4 and 5GHz). Devices that can connect to the 5GHz network will experience a more stable connection that the 2.4GHz network.

Depending on the package you've selected, it's important to make sure your router is capable of gigabit Internet speeds. Make sure that the LAN ports of your router are rated for this level of speed.

You are welcome to lease a router from Atlas for $6.00 per month. All Atlas routers are gigabit capable, dual-band, and use 802.11AC technology. We also provide customer service and tech support for the router through the duration of your contract with us.

How do I access my billing information in the online portal?

Once you get into the Atlas Online Portal, look at the top, dark blue menu and click on “Billing” in the center of the menu. There you will be able to view your invoice history and pay any bills online. You can also check the status of any invoice past or present and manage your method of payment.

How do I reset my password?

If you need your password reset, email billing support or give us a call and we can reset it for you.

What is your relationship with DirecTV?

Atlas Networks is a dealer for DirecTV, which means customers can get their Internet, phone, and television service set up conveniently through us. We can answer all your questions about DirecTV as you are setting up an account and we can sign you up for the appropriate DirecTV package. We complete the installation and our technicians troubleshoot any connection issues you may experience. However, we do not own the DirecTV account. Once the original account is in place, any changes, questions, billing support, etc. related to DirecTV needs to go through their support center. If you are moving or canceling service, you need to call DirecTV to make those changes. We cannot change or adjust anything on your account once it's created.

Who handles the setup?

Our experienced technicians handle the entire setup for you. We install the service to the building, configure your firewall, setup your phones (except for PBX's), and we will even reprogram existing VoIP phones.

How long does it take to get service?

Installation times can vary from a few days to a few weeks depending on the type of building and approval from the building owner.

Is my Internet connection secure?

Yes! All of our wireless radios use at least 128bit AES encryption to ensure your data is secure while over the air.

Do you require a service contract or term?

Business Customers: A contract is not required. However, if you opt to go month to month, a setup fee equivalent to four months of service is required before installation. If you opt for a one year agreement, a setup fee equivalent to two months of service is required before installation. Two year agreements have no setup fee.

Residential Customers: No contracts.

How do I change my TV Package and/or add Premium Channels?

Unfortunately, Atlas Networks cannot do this for you. In order to change your TV package or change/add premium channels, you will need to contact DirecTV directly at 1-800-531-5000.

Why do I get a bill for TV from Atlas Networks and DirecTV?

On the Atlas Networks invoice, you will see line items that have the DirecTV package you've chosen and the receivers, but it's at 0 dollars. Atlas does not charge you for the DirecTV service (even though you see the line item on our billing statement). DirecTV will send you their own invoices and billing statements for that service.

How do I get OnDemand?

OnDemand/DVR functionality is considered a service package add-on and requires a receiver upgrade. Contact Atlas Networks to learn more about upgrading your receiver to get OnDemand/DVR capabilities.

How do I cancel my DirecTV service?

Atlas cannot terminate your DirecTV service as we are not the primary account holder. Contact DirecTV at 1-800-531-5000 to do so. DirecTV will send you a recovery kit to return the receiver to them directly.

How do I issue and review service tickets?

In the online portal, click on "Support" located directly next to "Billing" on the blue menu bar at the top of the homepage. There you can access your ticket history and find the current status of any support tickets issued. If you need to open a ticket, click “open ticket” and select the reason from the categories listed. Then fill out any relevant information and an Atlas customer sales representative will contact you quickly.

How do I change my contact information?

In the Atlas Online Portal, look in the top, right - it will say "Hello, your name." Click on the arrow pointing down located next to your name. There you can edit your account details (such as your home address or email address), manage your payment information, and change your password.

Where can I access my current package information?

In the Atlas Online Portal, under the “Services” tab in the blue menu bar you can access a list of all the current services you are registered for. You can also place a new order and view all available package add-ons. You can also view your recurring monthly billing cycle, your next due date, the amount, and payment method of choice.

What's the difference between analog and VoIP telephones?

The main difference between analog and Voice over IP (VoIP) phone service is the way the voice signals are delivered. The analog phone service carries signals over a copper wire while the VoIP service delivers these signals over an IP data network. Analog is the traditional landline phone service that is commonly found within homes and businesses. VoIP phone service is offered through the Internet and converts analog phone signals into digital signals. These can then be delivered over the Internet to any home or business. VoIP is generally considered more secure with better call clarity and quality.

What do I do with Atlas equipment after my lease has expired?

It is the responsibility of the customer to return all leased Atlas equipment. Please return it by mail or drop it off between normal business hours. If you have marina service and a leased radio has been installed on your boat, an Atlas technician will come and recover that.

What do I do if DirecTV isn't working?

For general troubleshooting issues, you should call DirectTV support first at 1-800-531-5000 and they will be able to assist. If a technician is needed, they will contact Atlas and we will send someone out ASAP.

What are your observed company holidays?

Our company observes the following holidays each year:

  • New Year's Day
  • Martin Luther King Day
  • Washington's Birthday (Presidents Day)
  • Memorial Day
  • Independence Day
  • Labor Day
  • Columbus Day/Indigenous Peoples' Day
  • Veteran's Day
  • Thanksgiving Day
  • Thanksgiving Day Friday
  • 1/2 day for Christmas Eve
  • Christmas Day
  • New Year's Eve

We are closed on New Year's Day, Thanksgiving Day, and Christmas Day. Our staff has the option of working from home on the rest of the observed holidays, but continues to be responsive to customers and ready to help. In honor of national, state and city holidays Atlas recognizes the various holiday names (e.g. Columbus/Indigenous Peoples' Day).