Q: How do I contact the office?
A: You can visit our location at 1046 N College St., Harrodsburg, KY 40330, during our business hours (Monday thru Friday, 9:00am until 5:00pm). We can also be reached by phone at (859) 733-1212 or 1-855-357-9434. Billing assistance via email can be sent to firstname.lastname@example.org.
Q: When is my bill due?
A: Our billing cycle starts on the first of the month for all customers, and payments are due by the 15th. Accounts paid after the 15th are subject to a $10.00 late fee. Accounts with a balance as of the 19th of the month are suspended until payment. All billing is paperless and sent to the email listed on your contract. To opt out of paperless billing and receive bills in the mail, please contact the office.
Q: How do I make my payment?
A: We have a variety of ways to pay. Simply choose the option that is best for you! You can make a payment by stopping in the office, mailing us a check, giving us a call or online using the Customer Portal information provided to you. We accept cash, check (make checks payable to Blue Zoom Wifi), money order, credit/debit cards and direct banking/echeck. Auto-pay is also an option available to all customers. Payments will be automatically deducted from the card or bank account provided on the first of the month. This is the only date available for auto-pay. Payments on any other date will have to be made manually by the customer.
Q: What is the Customer Portal and how do I sign up to use it?
A: The Customer Portal is what individuals use to make online payments. This can be accessed by clicking the Customer Portal link in our Quick Links box. Don’t remember the username or password? Not a problem. Just send us an email (email@example.com) or call the office (859-733-1212), and we can assist.
Q: What happens if I move?
A: All customers are required to sign a 2-year contract prior to installation. If the customer moves out of our coverage area, they are able to opt out of the contract without paying the early termination fee of $200. A new Site Survey must be done to determine eligibility.
Q: How do I receive support after hours and on weekends?
A: We have a 24 hour phone service for customers with complications after hours and on weekends. To reach a technician immediately, you may contact us at (859) 733-1212 or 1-855-357-9434.
Q: Will I be charged a service fee?
A: For a scheduled service call, that requires our technicians to come to your location and provide maintenance on equipment that was not issued by Blue Zoom (e.g. router set up, computer error), or user error and neglect (e.g. an animal chews through your cable, the PoE was not plugged in); we issue a service fee of $50. However, for any type of service call that is related to our equipment (e.g. repointing the wireless receiver, short in our cable, etc.), we do not charge. In any case, you should always call the office or contact us using the support email to see if the service call is necessary. Many things can be done from the office to prevent the fee or the service call altogether.
Q: Do you offer computer, router, email, mail client ( such as Outlook, Thunderbird, etc.) or other technical maintenance?
A: Yes! We ask that you please refer any computer related issues to a professional, for your own benefit. Computer Technicians and Internet Service Technicians are two different specialties that are often confused into the same category. We now have an in-office Computer Maintenance Technician that can assist with most of your needs. Please refer to the pricing guide. We can offer assistance to customers that are looking into buying a new router, however, you may know your needs better than we do. Doing your own research may prove to be more beneficial. Google is a powerful tool! When it comes to hooking up your router, please refer to the guide that comes with the router and with the troubleshooting guide provided to you in your installation packet. If you get lost or if you have followed the guide and still have no connection, we can help. We do offer to all customers a Blue Zoom Wifi email. If you need assistance setting this up with your device, we can help! However, we do not offer troubleshooting for other mail clients.
Q: Can I stream video (Netflix, Hulu Plus, Amazon Prime, Roku, etc.) with this internet?
A: Absolutely! We offer unlimited data with all of our packages, which allows streaming without hidden overage fees. Video streaming is supported on Zoom 1.5 packages and higher. Zoom Lite and Zoom 768 Legacy do not support video streaming.
Q: How do I make my internet wireless?
A: Our internet provides customers with wireless capabilities. To have wireless in your home, a wireless router (we recommend Netgear) is necessary. You can follow the instructions provided with the troubleshooting guide to know how to plug everything into the right place, however, all other questions regarding information about configuration and the initial set up is specific to your router, and will be located in the user manual. If the manual has been misplaced, or did not come with the equipment, it can be found online by typing the name and model number, followed by the word ‘manual’ into the Google search bar.
Q: Can I switch to a different package?
A: Packages are dependent on the customer location. Customers may switch to any package eligible to their coverage area. Fees may apply. Please contact the office for offers and details.
Q: When is the right time to call or stop in the office?
A: If you have been without service for more than 15 minutes consecutively, or when service is intermittent. Before calling, refer to the Troubleshooting Guide to reboot your router and ensure all equipment is properly plugged in. If you are experiencing difficulties with your internet, we encourage you to call or email us in lieu of coming into the office. The troubleshooting goes by much smoother when you are home with the equipment to test as we are explaining it.
Q: Should I use a Surge Protector?
A: Yes. It is always important to take precautions and protect any electrical equipment. The purpose of a surge protector is to protect the devices from excess voltage. This is not to be confused with a power strip, which does not protect your equipment and simply allows the user to plug multiple devices into one strip or outlet.
Q: How can I receive a month free?
A: Refer a friend! When they call to request a Site Survey, make sure they mention your name! Once they have signed up and have been installed with us for 30 days, we apply a credit to your account for one free month of service. There is no limit on customer referral credit. Referral credit has no cash value and is only applied to your bill.