FAQ

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 UP MY INTERNET AND TELEVISION SERVICES?

It depends on your apartment complex. You can visit vaskywire.com/go. On the GO page, you will select your property and follow the steps to set up your SkyWire internet and TV services.

CAN YOU SERVICE RESIDENTIAL PROPERTIES?

No, we do not service residential homes or individual apartments at this time.

WILL I NEED A MODEM?

No, our internet service removes the need for a modem, and the internet often will not work if one is in use. Please note that Verizon and Xfinity Cable Modem Routers are not always compatible with our system. We may install specific SkyWire equipment on the coax cable port. You cannot remove this equipment for another modem.

WHAT KIND OF ROUTER DO I NEED FOR WIRELESS INTERNET ACCESS?

You need a standard Dual-Band Wi-Fi Router for wireless connectivity. Popular manufacturers are Netgear, TP-Link, and Linksys. Other manufacturers are acceptable as long as they meet the Dual-Band requirement. If you are interested in the speed upgrades available at your property, you will need to verify that your router is Gig-capable.

Please note some economy-priced or older high-end routers, such as Apple Routers, have WAN connectivity issues, so we recommend not using those as your primary router. Lastly, Cable Modem Routers and Mesh Routers are not supported by Skywire.

WHERE DO I PURCHASE A WIRELESS ROUTER?

You can purchase routers from any major retailer or electronics retailer.

You may also be eligible for a router rental from SkyWire at $15/month, depending on your property. To create an account, please schedule an initial (over the phone) appointment at vaskywire.com/go. Please note it may take up to a week to schedule the installation.

I JUST PURCHASED A NEW ROUTER. WHAT SHOULD I DO?

Most of our properties are plug and play, meaning that internet service is already active. If your property does not require a SkyWire account, please follow the instructions in your router’s user manual or quick start guide. Typically, you will need to connect to the router’s Wi-Fi and complete the manufacturer’s setup wizard.

If you require a SkyWire account at your location, please schedule an initial internet setup appointment at vaskywire.com/go. Please note this appointment is over the phone, and you will need to be home for the appointment.

I’VE CONNECTED TO MY NEW ROUTER, BUT IT SAYS NO INTERNET CONNECTION. WHAT SHOULD I DO?

Make sure that your router is plugged into the Ethernet port in your living room. If you have completed your setup, try the other ethernet ports around the unit, then call in for help if you cannot get connected.

Your router may be blocking access to the internet. Please use the manufacturer’s setup wizard to complete the setup process. You will need to complete the setup wizard to access any other website.

MY ROUTER ISN’T WORKING. WHAT SHOULD I DO?

If your router no longer connects to the internet, but you are still getting internet access from the wall jack, you will need to contact the router’s manufacturer.

If you rent a router from SkyWire, please contact support at 804-591-0500 ex. 2.

I’M HAVING CONNECTION ISSUES. WHAT SHOULD I DO?

If you have a wireless router, you can check the internet connection by bypassing the router. To bypass your router, plug your computer directly into the wall jack with the ethernet cord. If you have a connection when plugged directly into the jack, please contact the router manufacturer. Reboot your computer if you still have no connectivity. If you’re still having a connection issue after these steps, please contact us at 804-591-0500 ex. 2 or fill out our support form.

I’M HAVING SPEED ISSUES. WHAT SHOULD I DO?

Wireless Speeds are not guaranteed. Speed upgrades are guaranteed while wired, but if you bypass the router to directly plug in a device or replace the router on your account, your speed upgrade will not function for your new equipment until you call in to add the new equipment to your account.

If you’re having speed issues and have a wireless router, you can check the internet connection by bypassing the router. To bypass your router, plug your computer directly into the wall jack with the ethernet cord, unplug the power from the router, and see if the speed issue still exists. If so, please call our support number at (804) 591-0500 ex. 2 or fill out the form below. If your speed improves when you’re plugged directly into the jack, please contact the router manufacturer.

Additionally, check to ensure that you’re connecting to your router’s 5 GHz wireless service. The 2.4 GHz wireless service is often congested in apartment complexes. We recommend using the 5 GHz wireless service whenever possible. We also recommend a dual-band router as 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. However, upgrade availability varies depending on the property. You can always check your upgrade options on our website at vaskywire.com/go. Our speed upgrades are only guaranteed while wired. Please note this will only resolve the speed of your router. It will not resolve interruptions in service or loss of service in certain areas of the apartment.

I KEEP GETTING A DOUBLE NAT OR STRICT NAT TYPE ERROR CODE. WHAT SHOULD I DO?

Usually, we can resolve a Double NAT or Strict NAT type error code with a public static IP address. This option will open your NAT type so your device can bypass all previously set NAT rules in our firewall. Anyone who is self-hosting can also use this option.

CAN I PURCHASE A PUBLIC STATIC IP ADDRESS?

Yes, you can! We are happy to provide you with a public static IP address for your home or business. Please call us at (804) 591-0500 ex. 2, and we will set you up with a static IPv4 address for $10/mth.

WHAT SHOULD I DO IF I AM MISSING A DIRECTV RECEIVER, REMOTE, COAX CABLE CORD, OR HDMI CORD?

If you are missing a DIRECTV Receiver or coax cable, please call us at (804) 591-0500 ex. 2. Accessories such as HDMI cables, remotes, and power cables will be available at the office.

WHAT IF I WANT TELEVISION SERVICE, BUT I DO NOT HAVE A TV?

You can sign up for DIRECTV Stream at vaskywire.com/go for mobile access to television services and TV streaming devices.

WHO DO I CALL TO MAKE PROGRAMMING CHANGES, GET ADDITIONAL CHANNELS OR DIRECTV RECEIVERS (PRELOADED PROPERTIES ONLY)?

For properties where the DIRECTV receivers are included in the rent, please call 866-258-8766.

For properties where the DIRECTV receivers are not included in the rent, please call 866-595-0077.

If DIRECTV tries to direct you back to us, ask to speak with a supervisor or give us a call at 804-591-0500 ex. 2, and we can conference with DIRECTV to assist.

WHO DO I CALL IF I’M HAVING TECHNICAL ISSUES WITH A DIRECTV RECEIVER?

Contact SkyWire by email, support@vaskywire.com, or by phone, (804) 591-0500 ex. 2. Our local support center is open Monday – Friday from 9 AM to 7 PM and from 9 AM – 6 PM on Saturday & Sunday.