KyWiFi Service Qualification Request

KyWiFi

SERVICE & SUPPORT

Service and Support Hours:

Monday thru Friday

9:00am - 7:00pm

support@kywifi.com

**PLEASE READ**

If you have a service issue that has not cleared up within 48 hours please notify us. We cannot address or repair the issue if we are not notified. For a speed issue, a service outage or any other service issue fill out this form in its entirety. Please do not use text for service and support issues. Response times to service and support issues are Monday thru Friday, 9:00am to 7:00pm. Depending on the service issue our response times are between 24 – 48 hours during our support hours. During a widespread outage you will not receive an individual call or email. We use email for all service and support issues unless a phone call is warranted. Failure to follow these procedures can result in delay of service & support. Thank you.

**Before Sending an Email for Support**

Please make sure that all cables are plugged in correctly - black cable from outside goes into the POE port on the power supply, the internet cable from the router goes into the LAN port on the power supply, and the power cord goes into a surge protector. Power off/on our radio, your router and your devices for 30 seconds to see if that corrects the issue. Turning it off and then on again (power cycling) is perhaps the most effective hardware troubleshooting technique. Both hardware and software can sometimes get into odd, unexpected states that only a complete restart from a known good state can resolve.

https://askleo.com/reboot-or-power-down-why/

Name*

Last NameFirst Name

Service Address*

Street Address

Street Address Line 2

CityState / Province

Postal / Zip Code

Contact Number*

Area CodePhone Number

Email address*

example@example.com

Service issue*

When did this issue begin*

Is the issue intermittent?*

Under what circumstances is the issues happening?*

Are all the devices experiencing the same issue?*

What part of the house is the radio installed/mounted?*

Square footage of the house?*

How many floors?*

How many users are there?*

Router Brand*

Linksys, etc.

Router Model*

If using a mesh system how many units are you using?*

How old is the router?*

Where is the router located?*

Living Room, etc.

Are you using 2 different brand of routers?*

YesNo

Are you using a switch?*

YesNo

Are you using a range extender?*

YesNo

Are you running peer to peer?

YesNo

Are you using a VPN?

YesNo

Have you recently scanned your devices for viruses, malware and spyware?

YesNo

Is the KyWiFi cable (inside or outside) damaged?*

YesNoPossibly

Has the KyWiFi radio been moved?*

YesNoPossibly

Besides your wireless router do you have any wireless equipment/radio installed?*

YesNo

Has the KyWiFi cable been replaced or have you run your own cable?*

YesNoPossibly

Are there any obstructions in front of the radio outside (i.e., trees, buildings, etc.)?*

YesNoPossibly

Have you had a new roof put on since our service was installed?*

YesNo

Have there been any type of workers at your home?*

YesNo

Brief description of the issue.

0/25

Please be aware that out network is monitored 24/7. We do not offer 24 hour support. Response times to service and support issues are Monday thru Friday, 9:00am to 7:00pm, 24 - 48 hours after submission request.