Frequently Asked Questions

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The time it takes to set up your internet connection depends on your location and the type of connection you choose. Typically, installation takes between 1-2 hours.

Yes, you can use your own router as long as it is compatible with our network. We still require our standard router to be installed in front so we can accurately monitor your connection and troubleshoot any issues that may arise.

1. No Hidden Costs: What you see is what you pay. We do not charge any monthly taxes or additional fees. The installation fee helps us maintain a straightforward and transparent billing process.  
2. Comprehensive Equipment Provision: We supply the modem and wireless router, so there’s no need for you to purchase any additional equipment. This ensures you have the latest, high-quality hardware without any extra costs. 
3. Onsite Professional Installation: For every new customer, our skilled technicians come to your home or business to install new cabling, a new antenna, and a new router. This ensures a reliable and optimized setup tailored to your specific needs. 
4. No Credit Checks: We believe in making our services accessible to everyone. By charging an upfront installation fee, we eliminate the need for credit checks, allowing more customers to enjoy our services without any barriers. 
5. Cost Efficiency: The upfront fee helps us cover the cost of installation and equipment, which in turn allows us to keep your monthly bill lower. This way, you benefit from affordable, high-quality internet service without hidden charges. 
6. Total White-Glove Experience: Our installation process is designed to be thorough and convenient. Our technicians provide a white-glove service, handling all aspects of the setup: 

• Installing all new equipment and cabling 
• Ensuring optimal placement for the best performance 
• Providing a brief tutorial to ensure you are comfortable with your new setup 

By investing in a professional installation, we ensure that you receive the best possible internet experience from day one. Thank you for choosing ICON Internet! 

Most installations fall under our standard package covered by the base install fee. A non-standard installation may be necessary for specific situations, such as extending internet to multiple buildings, installing multiple wireless access points for extra coverage, or dispatching multiple times due to missed appointments. Rest assured, any non-standard fees will be communicated to you by the technician, and your approval is required prior to installation.

 No, our service is not typically affected by common weather conditions such as rain, snow, or fog. However, severe weather events can occasionally impact service reliability due to issues with critical infrastructure. Factors such as power outages, lightning strikes hitting a tower, or extremely heavy rain causing “rain fade” may lead to temporary disruptions in service. Despite these rare occurrences, our team works diligently to resolve any weather-related issues as quickly as possible to minimize downtime and ensure uninterrupted connectivity for our customers.  

 No, we do not conduct preliminary site visits. Our software accurately determines service availability. When we schedule an onsite visit, it is solely for installation purposes. If the signal is insufficient during testing, there will be no charge. Our customer service team is available to address any questions prior to scheduling.  

 While large companies may advertise higher speeds, our focus is on providing consistent and reliable broadband internet that meets or exceeds FCC standards. Our service is backed by local support and offers a more personalized experience. 

 No, we do not offer promotional rates with expiration dates and then drive prices up. Our pricing is transparent and is locked in for existing customers. We remain committed to providing fair and consistent pricing for all our customers.  

 Outside of rare circumstances such as severe weather or utility outages, issues are uncommon at any time. For after-hours support, you can message us on Facebook or email us at support@iconinternet.net.