Support
Technical support is answered twenty-four hours a day at (307) 902-8233. It is staffed by our own technicians, not by an outside answering service, and there is no tier one whose job is to make you repeat yourself.
Before you call: five minutes of troubleshooting
This fixes roughly two thirds of the calls we take. If it does not fix yours, you will at least be able to tell us what you already tried, which saves us both a lap.
- Look at the lights on our equipment first. On a fiber ONT, a steady green PON light with the LOS light off means the circuit is fine and the problem is inside the house. A red or blinking LOS light means the fiber itself is down — call us, there is nothing to try at your end.
- Restart in the right order, and wait. Unplug the router, then the ONT, modem or wireless power injector. Leave both off for a full sixty seconds. Power the ONT, modem or injector back on first, wait two minutes for it to settle, then the router. Doing it in the other order is the usual reason a restart “did not work.”
- Test with a cable, not over Wi-Fi. Plug a laptop straight into the router and run a speed test. If wired is right and Wi-Fi is slow, the connection is fine and it is a Wi-Fi coverage problem — a different fix, and usually a cheaper one.
- Check whether it is one device or all of them. If a single laptop is slow and the phones are fine, the fault is on that laptop. Restart it before you restart the network.
- Fixed wireless customers, look outside. Wet snow on the dish, a branch that has grown into the path, or a mount knocked askew by wind will all cut throughput. Do not climb on the roof to check — tell us and a representative comes out.
- Then call (307) 902-8233. Have ready: the account name, the lights you saw, whether wired was also slow, and the speed-test numbers. We can usually see your line from our end while you are on the phone.
Running a useful speed test
Test at speed.neweratele.com, which runs on our own servers, and also at a general test such as speedtest.net. The difference between the two tells us whether the problem is on our network or somewhere out on the internet. Test wired if you can, and close video calls and streaming first — otherwise you are measuring what is left over rather than what you have.
Frequently asked questions
Ordering and coverage
How do I find out what is available at my address?
Call sales on (888) 902-8232 or send us the address. For fiber and DSL we can usually answer the same day from the build map and a line test. For fixed wireless, the real answer comes from a representative standing on your property with a test radio — that visit is free and it is free even if the answer turns out to be no.
What does the representative actually do?
Drives to the address, surveys it, measures what the site can carry, photographs the mount point, recommends the hardware, quotes a real monthly total including taxes, and — if you want to proceed — signs the contract with you there and then. You keep the written survey report whether or not you buy anything. See the list of representatives by state.
How long does installation take?
Fiber where the strand is already on the pole: about two hours, usually within two weeks of ordering. Fixed wireless: survey first, then a two- to three-hour install, typically ten days out. DSL where the line exists: often no visit at all, just a modem in the post. An adult needs to be present for fiber and wireless installs.
Billing and account
How do I pay my bill?
By automatic bank draft, by card on file, or by check to the Sheridan office. We do not run an online payment portal, and we would rather say so plainly than link you to a page that does not exist. To set up autopay, call (888) 902-8232 — it takes about three minutes.
When is the bill due, and what happens if I am late?
Bills go out on the first and are due on the twentieth. A $10.00 late charge applies after fifteen days past due. Service is not suspended until forty-five days past due, and we telephone you before that happens. If you are having a hard month, tell us — we would rather arrange something than disconnect you.
Can I change plans mid-month?
Yes, once per billing cycle, with no change fee. The new rate is prorated from the day of the change. Moving up a tier on fiber takes effect within the hour; moving between technologies means a visit and a new install date.
Equipment and technical
Can I use my own router?
Yes, at no charge and with no penalty. Our service hands off a standard Ethernet connection with DHCP; anything current will work. We will help you configure it on the first call, but we cannot troubleshoot the internals of a router we did not supply — at that point we prove the circuit is good up to the handoff and leave the rest to you.
Do I get a public IP address?
Fiber and DSL customers get a dynamic public IPv4 address and a routed IPv6 /56. Fixed wireless customers sit behind carrier-grade NAT by default — a shared address, which can interfere with some game consoles, security cameras and VPN setups. A dedicated static IPv4 address is $10.00 a month and removes the issue entirely. We tell wireless customers this at the point of sale, not afterwards.
Do you block any ports?
No inbound ports are blocked on residential or business lines, including 25, 80 and 443. We block outbound port 25 by default on residential connections to stop compromised machines from sending spam; ask and we will unblock it. Nothing else is filtered.
Do you throttle streaming or downloads?
No. There is no data cap and no volume-based slowdown. During genuine congestion we prioritise by protocol class — interactive traffic such as voice and video calls ahead of bulk transfers — never by customer, site or service. The full policy is in the network management disclosure.
Why is my Wi-Fi slower than the plan I pay for?
Almost always because Wi-Fi, not the connection, is the limit. A single device on 2.4 GHz through two interior walls will not see 600 Mbps no matter what we sell you. Test wired to see what the circuit really delivers. If wired is right and Wi-Fi is poor, the answer is usually a better-placed access point rather than a faster plan, and we will say so rather than upsell you.
What happens to my service when the power goes out?
Our towers and core facilities run on generators, so the network stays up. Your equipment does not — the ONT, radio and router all need house power. A battery backup keeps you online for about eight hours, and it also keeps digital phone working, which matters for 911.
Am I on your tower or somebody else's?
Across the Mountain West, ours. Elsewhere in the country, some capacity rides partner tower networks that came to us with the operators we acquired. It is the same service, the same contract and the same support number either way, and if you ask which applies to your address we will tell you.
Do you offer email addresses?
Yes, five mailboxes on @neweratele.com at no charge, with IMAP and SMTP over TLS. Webmail is at mail.neweratele.com. We keep them working, but honestly: most people are better served by an address that does not disappear if they change providers.
How to reach us
Technical support
(307) 902-8233
support@neweratele.com
Answered twenty-four hours, every day. Email is read during business hours only — if it is urgent, call.
Sales, new service and billing
(888) 902-8232
sales@neweratele.com
Monday to Friday, 7 a.m.–7 p.m. Mountain. Billing questions go to the same number.
Satellite operators
(888) 902-8232, ask for the satellite desk
satellite@neweratele.com
Ground-segment enquiries are read by an engineer. See the satellite page.