We're Here To Help.

We understand you might have questions about our services. Below, you'll discover our frequently asked questions. Should you have additional questions, please feel free to contact us by email or phone. 


Why Choose Altitude ISP?

Do you need a fast, reliable internet connection? Would you like to watch online TV shows or movies? Are you ready to do online video conferencing? Do you need low latency for online video gaming, remote access and/or VPN? If so, Altitude ISP is your solution! Our benefits to you:
  • Locally owned and operated
  • No hidden fees
  • No overage charges
  • Unlimited devices on your account
  • Unlimited data usage
  • Always on/always Working
  • Fast streaming for video or gaming
  • Low Latency response across our network and to the internet
  • WE ANSWER OUR PHONES!!!!

What Makes Us Different?

We differ in 4 core ways from our competition:

We’re local people. We live and work in the community we service and our reputation is important to us. We have the highest standards on the quality of service we provide our clients. Not only do we take pride in the installation of the service, e.g. how cables are dressed down, make an effort to hide the cables, etc., we make sure the client receives the best possible signal from our towers.

We work with the clients on a personal basis. We work with them on placing the equipment at the best possible location, not where it makes it the easiest for us. We also make sure that all the client’s devices work as expected and that the clients are happy before we leave their premises.

If the client loses internet connectivity, we do everything in our power to get that client back up and running. We also maintain client communications during the downtime, letting them know what the status is.


How Does It Work?

We are NOT a Satellite or LTE service! We place a small dish antenna on top of your location which points to our tower. The signal travels to other towers until it reaches our NOC (Network Operations Center) in Belton, TX.


What Is Your Billing Policy?

FORWARD BILLING
We bill forward, meaning you are billed on the 1st day of the month with a 10 day grace period. Failure to pay within the grace period will result in automatic suspension of your service. If service remains in suspension for 30 days beyond the due date, service will be terminated and a $50 reconnect fee will be required to restablish service.

PAPERLESS BILLING
Paperless billing is the only available billing option. METHOD OF PAYMENT We accept the following methods of payment
  • - ACH
  • - Debit
  • - VISA
  • - MasterCard
  • - Discovery
  • - American Express
  • - Paypal

Does Your Service Include A Wireless Router?

No. We do not provide a wireles router unless it is purchased or leased separately. Our service is compatible with most wireless router brands including Netgear, Linksys, Belkin, D-Link, Google, Eero, TP-Link, Ubiquiti, Mikrotik, Luxul, and others.

Wireless routers purchased or leased through us are remote managed, allowing us to help troubleshoot in-home network issues remotely to reduce potential problems and downtime.


What Does Installation Include?

We charge a one-time standard installation fee which covers the installation of an outdoor mount/mast or reuse of an existing mast, the exterior antenna/radio, ethernet cable from the exterior antenna/rado to the router or interior structured wiring panel, the radio power supply, and an ethernet cable to plug into your router. Our technicians will aid you in configuring your wireless router and connecting up to 10 devices if requested. Additional work such as adding data cabling, custom mounting, advanced home networking, etc. will incur additional fees and must be agreed to prior to installation.


Do I Have To Purchase The Antenna/Radio?

No. We provide the exterior equipment at no additional cost. We do not have an option to purchase the exterior equipment. Upon termination of your service, a technician will come to reclaim the exterior antenna/radio, and the POE injector.


Do You Offer Discounts?

Yes. We offer a 5% discount on monthly recurring charges to all verified veterans, active duty, first responders, and senior citizens (60+).

All aforementioned discounts must be requested at time of order, are good for 12 months, and do not renew.


Will Weather Affect My Internet Service?

Probably not. While the service we provide is best effort (no guaranteed up-time) it is rare that weather would affect your service. That said, extremely heavy rain fall, tornados, flooding, and other acts of God can negatively affect our impact to deliver service to you, or damage the equipment installed on your home. If that damage occurs we will dispatch a technican to fix the issue within 12 hours.


Do You Offer Email Services?

No. We do not offer managed email services for residential or business customers.


How Fast Is Your Service?

We offer speeds of up to 100mbps download, and 20mbps upload. To put this in perspective, an AT&T DSL line will generally range between 3mbps to 10mbps download and up to 1mbps upload. An HD Netflix stream will take about 5mbps download per stream, and a console game or Zoom meeting will take up around 3mbps download.


Can I Use Your Service For Work and/or School?

Yes. We provide high speed and low latency service which allows you to surf and stream with no issues.


What If Service Breaks?

Standard service calls will be taken care of next day, but in major disasters it may be as long as three days before we can service you based on demand.


Will You Fix My Home Network If It Breaks?

If you purchase a wireless router from us, we will help you set it up and we will cover it under our warranty. However for BYOD wireless routers/network gear, our help desk staff is not obligated to assist in troubleshooting or fixing networks past our exterior radio. We will always try to be helpful as we can in answering questions, but if it results in an in-person service call, we consider it a different service and charge an hourly rate of $75 with a minimum one hour charge.


How Do I Sign Up?

Click on "Plans" and then select the plan that you would prefer, or call us at (254) 651-0445 to reach a customer service representative. After your account is set up, we will contact you to schedule an installation appointment.


Are There Additional Charges?

Probably not. There are potential additional charges for installation based on your line of sight or distance to the serving tower. We also recommend purchasing our $8/mo. maintenance plan which includes wire replacement, and up to two free service calls per year.


Can I Switch Plans?

Of course! To upgrade your plan please call (254) 651-0445 and a support representative will assist you with the upgrade. In some cases and equipment upgrade may be necessary, and some locations may have speed limitations.


What If I Require Special Aesthetic Or Wiring Considerations?

Everyone’s home and install is different. We always strive to install your equipment in the most tidy and effective manner. Communicate with us on your needs and we will do our best to meet them. If you need additional work beyond the basic install, we charge $75/hour for wiring services.

If you are concerned with how the antenna will look on your home, click here take a look at some examples of installation we have done in the past to set your mind at ease.


Is It Really Unlimited Data?

Yes. We don’t have data caps or track how much bandwidth our customers use. We do monitor for excessive throughput that may compromise the health or integrity of customer connections. Regular users do not need to worry about this. Sometimes, our detection will indicate that you may have been infected with a virus that is taxing your connection. Either way, we will contact you if this becomes a concern.