Soporte técnico de Elevate

¡Tenemos tu conexión cubierta!

Si tiene algún problema con sus servicios de Elevate, estamos disponibles las 24 horas del día, los 7 días de la semana, los 365 días del año para ayudarlo. En primer lugar, consulte los consejos para la solución de problemas que aparecen a continuación.

En caso de que nuestro equipo de soporte técnico no pueda solucionar tu problema por teléfono, podemos enviar un técnico a tu hogar. Las visitas de los técnicos de servicio a domicilio incluyen las siguientes tarifas:

Durante el horario laboral normal: $95 por hasta 2 horas de trabajo; $25 por cada media hora adicional
Fuera del horario laboral normal: $200 por hasta 2 horas de trabajo; $55 por cada media hora adicional
No se cobrarán tarifas si se determina que la culpa es de Elevate, como en caso de que nuestro equipo falle prematuramente.

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Preguntas frecuentes

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What download speed am I getting on my new device?

You can quickly find out the download speed of your connected device by conducting a speed test.

Why is my device seeing lower than the speed I subscribe to when running a speed test (based on subscription)?

There are many factors that could contribute to the fact that your device may not be operating at max speed even though we are delivering it to your doorstep.

You’ll get the fastest connection speed possible when you connect your device with an ethernet cable to your router. Wired connections operate with less environmental interference than wireless connections.

Wireless connections will never hit full speed. The latest wireless standards, Wi-Fi 6E, can theoretically give you Gig speeds. Most devices today are manufactured using Wi-Fi 5 standards that really only deliver 300 Mbps.

Things that can affect wireless performance include:

distance (the further you are from the router, the slower the speed)
placement of the router (ideally the router should be centrally located and on the second floor of a multi-story home)
construction of your home (the building materials your home is made of can have a negative effect on signal strength resulting in speed reduction—especially thick masonry and metal framing)
interference from other wireless networks or devices (such as microwaves, cordless phones, baby monitors, Bluetooth devices, wireless mice, fluorescent lights, and wireless surveillance cameras)
equipment (older devices operate on older wireless standards, which will produce slower speeds)

Will my phone go out if my internet goes out?

Yes. Elevate’s phone service is provided over your internet connection (called voice over IP or VOIP). If your internet is interrupted, your phone service will also be affected. Remember, if your internet goes down due to a power outage, Elevate does offer Battery Backups for $4.95/battery/month. Each battery provides 8 hours of backup power.

I don’t have an internet connection.

If you’re not able to connect any device to your internet. Try rebooting your equipment.
If your router is plugged into a black backup battery and this battery is plugged into the power outlet, press and hold down the red button on the battery backup for 5 seconds until all the lights stop blinking on your router. Release the red button and your router will start back up.
If your router is plugged directly into the power outlet, unplug it from the power outlet for 10 seconds. Plug it back in and it will restart.
If rebooting doesn’t work, contact us immediately at 844-386-8744 or support@elevateinternet.com.

Technical Help?

Elevate Tech Support is available 24/7 by calling 844-386-8744 or emailing support@elevateinternet.com.

Will my phone go out if my power goes out?

Elevate phone is a voice over internet protocol (VOIP) service. It is provided over the same reliable fiber connection as your internet, which means it will not function during a power outage. However, Elevate does offer a Battery Backup that will keep both your internet and phone running during a power outage. Battery Backups are available in 8-hour increments for $4.95/8-hour battery/month.

What technical support is available without charge?

During a basic installation, Elevate technicians will ensure your router is properly installed and your Wi-Fi network is fully blanketing your home, up to 1,500 square feet. They will also help you connect 1 wired device and up to 6 wireless device, free of charge.

Who do I call if I experience troubles?

Just like your Elevate internet service, call us directly at 844-386-8744 if you are experiencing trouble with your phone service. We will connect you with technical support. If it is after business hours, follow the phone prompts to reach tech support. You can always reach us at support@elevateinternet.com.

My Wi-Fi signal isn’t strong.

Location, location, location. During installation, our technicians will recommend an ideal placement for your Wi-Fi modem and router.
When in doubt, reboot. Your Wi-Fi modem and router have been running 24/7 since the day your service was installed.
How do I reboot my router?

Locate the black power cable plugged into your fiber modem/router, remove the black plug from the back of the modem for 3 seconds, then re-insert the plug into the back of the fiber modem. The full reboot cycle can take up to 5 minutes.

My Wi-Fi seems slow.

Confirm your device is connected to your home’s wireless network. Not every Wi-Fi device is created equal—some just operate faster than others.
When possible, use an ethernet cable to hardwire your bandwidth-heavy devices to your router.
Upgrade your speed. You may not think you need a faster speed.
Add a Wi-Fi Extender for ultimate coverage in every corner of your home.