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Support

How can we help you today?

From choosing the best plans to getting proper technical support, we have a solution! Share your concerns with us to get advice & information about our products & services.

Support options

Call us

+1 (855) 298-7317

Send us an email

contact@netjoi.com

Open a support ticket

Looking for answers? Feel free to open a support case by filling out the required information & selecting the desired option based on your need.
1. What do you need support with?
2. Your contact information

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Got Questions? We’ve got Answers!

Depending on the service and products you select, you will be charged as follows:- Internet Service: you will be charged for the first month of service after the service is successfully installed at your home. Equipment: if you purchased a modem from NetJOI, you will be charged for the full cost of the modem after checkout and just before the modem is shipped. If you are bringing your own compatible modem, there will be no charge. Installation fees: Many of our upstream providers charge a fee for the technician to install the service at your residence. The fee will vary depending on the provider; our checkout process will indicate the appropriate amount. Dry Loop Fees: Some providers, especially Bell, will charge what is called a “dry loop” fee for residences that do not have an active home phone. Basically, a dry loop is a landline without an active telephone service. Digital Phone Service Service: you will be charged for the first month of service after the service is configured and activated from our provider Equipment: if you purchased an ATA from NetJOI, you will be charged for the full cost of the ATA after checkout and just before the ATA is shipped. If you are bringing your own compatible ATA, there will be no charge.
NetJOI will provide initial frontline support to validate that Internet or Digital Phone service is being delivered to your residence. Unfortunately, we can only offer best effort to troubleshoot issues within your home that may be affecting your service. Most of our support efforts will be focused on validating that the provider’s signal is reaching the installed modem.
When we have sufficiently determined that the problem is not related to in-home issues, we will create a service ticket with the provider, who will dispatch a technician. We will work with you to identify the best time to schedule this dispatch. Some providers will charge a fee for a dispatch that is ultimately determined to be the fault of an in-home issue. Unfortunately, we have to pass this charge directly to the impacted customer.
Phone Support is available Sunday to Sunday from 8AM – 9PM. If our phone lines are busy, please leave a voice message with details of the issue with your contact number and we will call you back. You can also email us at support@netjoi.com or use the above contact form for the fastest response.
Troubleshoot
After your Internet and/or Digital Phone Service is installed, your credit card will be automatically charged on a monthly basis for the amount of your subscription. You can also reach out to us to discuss alternate payment methods.
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