Support, with clear boundaries

Start with the basics

If your connection is not working as expected, confirm that the Uncommon-installed equipment has power, check that its cables are firmly connected, and restart your router or Wi-Fi equipment once. Note when the issue began and whether it affects every device or only one.

What standard support includes

Uncommon Broadband supports the broadband connection, the installed service receiver and related Uncommon equipment, basic connection diagnostics, outage investigation, billing and account questions, and managed Wi-Fi configuration when you use Uncommon-installed Wi-Fi equipment.

What standard support does not include

Customer-owned routers or mesh systems; device-by-device troubleshooting; printers, televisions, smart-home devices, gaming consoles, cameras, or home-office equipment; malware removal; parental-control setup; third-party VPNs; interior cabling beyond the agreed installation; or general home IT work.

If you use your own router or Wi-Fi system, our support and visibility generally stop at the Uncommon Broadband Ethernet handoff or installed service receiver.

Outages and performance

Wireless broadband can be affected by obstructions, equipment or power failures, severe weather, or upstream network issues. We monitor the network and investigate service incidents, but individual-device or in-home Wi-Fi problems may require testing directly at the Uncommon handoff.

Before contacting support

Have the service address, account holder name, a callback number, a short description of what is happening, the devices affected, and any status-light information ready. Photos can help when a cable, mount, receiver, or power supply appears damaged.

Emergency and safety boundary

Do not climb onto a roof, move mounted equipment, open network equipment, or handle damaged exterior wiring. If there is electrical damage, fire, a fallen utility line, or an immediate safety risk, contact the appropriate emergency or utility service first.

Contact Uncommon Broadband

Email: [email protected]

Phone: 888-971-6543

For an address that is not yet active, begin with the availability check: https://go.uncommonbroadband.com/