Your First Day

Your first day as a customer

Welcome to the Family

You will receive an immediate order confirmation email with instructions for using the service, if place an order through our website. You can check that email for personalized information or keep reading here for the basics. If you call in and place an order with a rep you will not get an email confirmation.

Finding your account number

Your account number is always included on your monthly invoice.

You can view a recent billing statement at SmartHub.

It will also be in your order confirmation email.

Finding your customer PIN/PASSWORD

Your PIN is a four-digit number used to identify and authenticate your account. It’s a number you created when you signed up for service. Along with the two security questions.

If you would like to change your PIN, please call us at 740-772-8831 and a customer service rep will help you.

You will create your password when you register for SmartHub. Make sure to take note of your password so you can remember it. Questions?…You can call us at 740-772-8831 and a customer service rep will help you.

Reminder: always have your account number and PIN available when you reschedule an installation or reach out to customer support.

During the installation

While the Home Network Expert is at your home, they will set up and test your wireless network. The expert will also help you design the name, permissions and passwords associated with your network.

In order to help ensure a successful (and hassle-free!) installation, make sure the account holder or someone older than 18 is home to let the Expert access your residence. If the person who created the account can’t be present, the person who is there should be empowered to make in-the-moment decisions about the installation.

Allow 1.5 to 3 hours for the installation. It may take longer, depending on factors such as the number of devices that need to be connected and the distance between your house and the street.

For more information about preparation, see our article about getting ready for an installation.

Setting up AutoPay

Paying bills online is easier than ever with AutoPay! When you sign up for AutoPay, your bank or financial institution will transfer the amount due directly from your checking, savings or debit/credit card account.

Step-by-step instructions on setting up AutoPay on SmartHub.

Remember: enrolling in paperless billing saves you money each month!

Sign up for paperless billing on SmartHub.

Creating your personalized network

Your WiFi network will optimize itself over the first 24 hours after activation. This means your network will create the best possible performance for your connected devices.

On the Airties Vision app, you can create profiles and set up content filters for devices as you add them. You can also view your devices through SmartHub as well.

Calibrating your phone to your needs

To view the full phone guide and features, you can go to our Phone FAQ section or view it in our Phone Book. If you signed up for phone service, now is the time to optimize your phone features and record your voicemail message. Use the temporary password provided in your welcome email to get started.

To set up your voicemail:

  1. Dial your 10-digit phone number from your VoIP-enabled phone at home.
  2. Follow the voice prompts.
  3. Enter the temporary password provided.
  4. Follow the prompts to update your voicemail password. Voicemail passwords must include a minimum of six numbers or characters.

You can also check out the Phone and Voicemail Manager in the Insider Portal.

Enabling international calls

International calling is disabled by default on phone services. This means that you can make unlimited calls within the USA, as well as to Canada and the US Virgin Islands, with our standard unlimited phone service.

If you want to enable international calling, you can do so by chatting online, or calling our service center for assistance at 740-772-8831

Once you enable international calling, you are responsible for paying the per-minute rate depending on the country of origin and the country that’s being called.

Blocking calls

The Phone & Voicemail Manager allows you to set a preference for Anonymous Call Rejection or to block calls based on the caller ID.

Terms of Service

We recommend that you get familiar with our official Terms of Service. Please remember that continued use of services is your consent to these terms.