Frequently Asked Questions

And their answers…

SkyWire Frequently Asked Questions

Below you’ll find a variety of questions we receive from our customers regularly. Browse and see if we’ve answered your questions!

I’m moving into an apartment with your service. What do I need to do to set it up?

It varies depending on where you live. The easiest way to get this information is to visit the GO page. Head over to the GO page, select your property, and follow the steps to get started with SkyWire internet and TV services.

What kind of router do I need for wireless connectivity?

A standard wireless router is needed for wireless connectivity. We recommend Dual Band routers manufactured by Netgear, Belkin, and Linksys. Please note some Apple Routers have WAN connectivity issues and we recommend not using an Apple Router as your primary router.

Where do I purchase a wireless router?

Routers can be purchased from any big box or electronics retailer.

I just purchased a new router, what should I do?

If you are at a location that requires an account to be created, please try the website first, if that fails to work. Please call our support number at 804-591-0500 or fill out the form below. Include the property you’re at, your address, and the WAN MAC address to have the router added to your account.

I’m having connection issues, what should I do?

If you have a wireless router then plug your computer directly to the jack, unplug the power from the router, and then check for connectivity.

Reboot your computer if you still have no connectivity. If you’re still having a connection issue after these steps then please contact our support number at 804-591-0500 or fill out the form below. If you have a connection when you’re plugged directly into the jack then please contact the router manufacturer.

I’m having speed issues, what should I do?

If you’re having speed issues and have a wireless router, then plug your computer directly to the jack, unplug the power from the router, and see if the speed issue still exists. If so please call our support number (804) 591-0500 extension 2 or fill out this form.

If not, then if your router only has 2.4 ghz we recommend changing the wireless channel on your router to 1, 6, or 11. You can consult the router manual, Google, or contact the router’s manufacturer for assistance on changing the wireless channel. We recommend a dual band router because 5 ghz wireless will provide the best speeds. Consider upgrading to a dual band router if you have not already.

I’d like more speed. What do I do?

SkyWire is happy to increase your internet speed. Upgrade availability varies depending on property, however, it can always be checked from your account portal. Login to see what speed options you can choose from!

Can I purchase a static IP address?

You most certainly can! We are happy to provide you with a static IP address for your home or business. Please give us a call at (804) 591-0500 and we will get you all set up with a static IPv4 address!

Why is there a receiver in every room if I don’t get all of them active for free?

Receivers in each room in case you want to upgrade beyond the base level of service provided by property.

Who do I call to make programming changes, add channels, or receivers (preloaded properties only)?

DIRECTV. If they direct you back to us, ask to speak with a supervisor.

Who do I call if I’m having technical issues with a receiver?

SkyWire. Give us a call at (804) 591-0500

Do I pay SkyWire for TV extras, or DIRECTV?

DIRECTV. You get a bill in the mail from them, and can also create an online account to do E-Bills and autopay.