INFOWEST HELP CENTER

The first bill after starting a new service can be a little confusing. So, there are no surprises, here’s what you can expect: We will prorate your account from the day of installation  to the first of the following month, then we will bill for a full month in advance on the first.  Your bill will reflect any credit you had from your initial payment.

Yes! Someone other than the account holder can pay an InfoWest bill. There are a couple of ways you can do this…

• By adding an authorized person to your InfoWest account. This will grant the authorized person permission to make changes, payments and review your InfoWest account, until their privileges are revoked. To add an authorized person to your account, please call 435-674-0165 ext. 3.
• Otherwise, someone else can pay on your InfoWest account by stopping into any one of our three locations in St. George, Cedar City or Overton, NV. They will need to provide the name of the InfoWest account holder, your InfoWest account number as well as the amount that needs to be paid.

You can access your account online by visiting: portal.infowest.com and logging in using your username and password. For new users, you will need to register for a new account at portal.infowest.com/register  and login in using the email address associated with your InfoWest account.

Yes, you can. When you prepay your service annually, you may receive an additional discount for your InfoWest services. To learn how much of a discount, you can receive by participating in our annual prepay service, please contact our Billing department at 435-674- 0165 ext.3.

We understand that sometimes situations arise that make it hard to pay a bill on its due date. If you find yourself in this situation, please give our Billing department a call so we can work with you.

InfoWest customers have 60 days to dispute charges. Disputes and refunds are handled on a case by case basis. Please contact a billings team member at 435-674-0165 ext. 3.

Net 15.

Power cycling the equipment on the roof is the primary troubleshooting step. This can be done by locating the roof equipment's Power Supply Adapter, unplugging the cable running to the roof equipment and plugging it back in.

Power cycling your router is a good start. Make sure your router stays disconnected from its power supply for at least 30 seconds before plugging it back in. Your WiFi is also prone to interference from neighboring wireless devices. Most interference issues can be alleviated by moving your WiFi’s signal to another channel. If you believe that your WiFi may be suffering from interference, you can plug a device directly into the back of the router (hardwired) and test the hardwired performance against your WiFi performance.

If the internet is working on other devices, this means that your InfoWest internet connection is active. In most cases, if a device is not working when others are, there is an issue with the device connecting to your wireless router.

Because every home is different, the only accurate way to determine if your home's existing cabling can be used is to have a technician on site to inspect.

Yes and No. Most InfoWest connections require your new router to be configured with a PPPoE connection type that uses a Username and Password to validate your internet connection. It is best to contact your local InfoWest office to determine whether or not your connection requires this username and password.

Modern day routers are equipped with "Dual Bands". This means that the router has the capability of broadcasting 2 separate WiFi connections; 2.4GHz and 5GHz.

2.4 GHz is a longer radio wave that has the ability to penetrate objects better and cover more distance effectively. 5GHz is a shorter radio wave that has the ability to transmit more speed. However, because of its smaller radio wave, it has a difficult time penetrating objects and broadcasting long distances.

Holding down the reset button on your router causes all of InfoWest’s connection settings in the router to disappear as well as your WiFi Name and Password. InfoWest Tech Support can walk you through re-configuring your router over the phone or you may bring your router into the office to have a team member re-configure it for you.

No. A modem is a digital translator that helps your router understand your internet connection. Your InfoWest internet connection already speaks the same digital language as a typical router. Most Internet Service Providers still use Modem/Router combos that are not compatible with an InfoWest internet connection. If you are unsure if your routing device is compatible, an InfoWest team member can provide you with answers.

InfoWest has a team of IT experts that can give you suggestions over the phone or come to your home for a fee to build you a custom WiFi bid to suit your needs.