Online Support

We are here to help!

Sometimes things just don't work like they are supposed to. When that happens our staff is ready to help, however alot of the common questions can be answered below. If you don't find your answer here, you can find many ways to contact a tech support agent here too.

To keep informed on our network status follow us on Twitter! You will get instant update of scheduled maintenance, outages, emergencies, and estimated time of repairs. Don't have a twitter account? It only takes seconds to set one up and follow us @theWISPnet.

In addition to our free support services, check out our WISP Care Package.

If my internet isn’t working, what should I try first?

Some common internet issues can often be resolved by rebooting all equipment within the house, waiting 1-2 minutes between each device. The most effective procedure involves rebooting the antenna first, followed by the router and finally by any computer trying to access the internet. If your service is still not working please contact us at 815-304-6008 or by emailing support@thewisp.net from a working device, such as mobile phone/tablet or a work or library computer.

How do I reboot my antenna?

Your antenna is located outside of your house. This antenna communicates to the devices within your house via a cable that leads to a small power supply. This power supply can vary from model to model but will always have two CAT5 network cables plugged into it, these will resemble larger phone cables. To reboot the antenna you’ll need to remove power from this power supply for 30 seconds, and then plug it back in.

What is a wireless router?

A wireless router that is commonly used in your home is a network device that can normally service 4-5 wired devices and up to 50 wireless devices. It normally has at least 3-4 lights indicating the status of the power, wireless, internet and Ethernet services. A wireless router is required in order to use internet wirelessly on any device such as laptops, iPads, phones, televisions and gaming devices.

How do I access my WISP email?

We recommend checking your WISP email via our website. This allows you access from any internet connected device, anywhere, anytime. Go to www.thewisp.net and click on “Access Webmail” in the upper right hand corner.

What if I want to check my WISP email using an email client on my computer or internet connected device?

In order to do so please use the following information to properly configure your email accounts:

Incoming Mail Server Type: IMAP
Incoming Mail Server: mail.thewisp.net
Outgoing Mail Server: mail.thewisp.net
Username: emailaddress@thewisp.net (replacing email address with your specific credentials)
Password: Given to you when initially setting up the email account.
Outgoing Server Requires Authentication: Yes

How can I pay my bill?

Your bill can be paid over the phone or online at www.thewisp.net by clicking on “My Account” in the top right hand corner.

What kind of internet speeds should I expect?

All wireless connection speeds can range from 80-120% of the package you’ve chosen. This is due to unavoidable variables that are a constant presence in the wireless world. If you believe you’re constantly lower than 80% please contact support@thewisp.net.

Does WISP support streaming services such as Netflix or Skype?

Yes, WISP is proud to support such services to many of our customers. In order to take advantage of these services we suggest a minimum of the 2G Un-Throttled or any of the 5G Packages.

How do I setup my theWISP.net Secure Personal VPN?

Those instructions can be found here.

I have a virus, what should I do?

First of all don’t panic. This can be common and usually rectified pretty easily. Immediately disconnect the infected computer from the network in order to protect all other devices. Scan the computer using your Anti-Virus as well as an Anti-Malware scan. If the problem persists feel free to contact us in order to schedule a service call for a minimal cost.

What Anti-Virus software should I get?

Most all Anti-Virus’ provide sufficient protection, although some are better than others. We suggest a free anti-virus called Avast! You can download Avast! here.

What Anti-Malware software should I get?

We recommend Malwarebyes that can be downloaded here.

How much does WISP technical support cost?

In most cases, free. The WISP technical staff is here to help with any and all technology questions and concerns you may have. All over the phone support is free as well as any service call to diagnose and maintain any antenna related problems. Service calls to service a computer specific issue (Ex: Virus) or an internal network issue (Ex: Router) can cost a fee, but in most cases this is very minimal. Call us today to see how can be of assistance!

Tech Support

Feel free to contact us for personal tech support. Our business hours are 9am-5pm Monday - Friday, and in the event of an emergency we do have staff available 24/7, 365 days a year.

Voice:
815-304-6008
Customer Service:
service@thewisp.net
Tech Support:
support@thewisp.net
Twitter:
@theWISP.net

Online Chat

Need immediate assistance, or can't talk on the phone? Chat with us online during business hours, we are happy to help!

NETWORK UPDATES
STORM OUTAGE UPDATE:Services have been restored for all but Lyndon 2G, ETA 9am Sunday. This message was last updated 1 day ago.
QUESTIONS?

For answers to common questions, check out our FAQ's. Here you can find answers to technical and customer service questions alike.

View FAQ's
CHAT WITH US

Need immediate assistance, or can't talk on the phone? Chat with us online during business hours, we are happy to help!

QUESTIONS?

For answers to common questions, check out our FAQ's. Here you can find answers to technical and customer service questions alike.

View FAQ's
CHAT WITH US

Need immediate assistance, or can't talk on the phone? Chat with us online during business hours, we are happy to help!

theWISP.net, INC, P.O. Box 460, Tampico, IL 61283
Copyright theWisp 2012. All rights reserved.

Voice: 815-304-6008 Fax: 815-261-5928
Customer Service: service@thewisp.net
Tech Support: support@thewisp.net
Sales: sales@thewisp.net