Customer Support

Please view our Frequently Asked Questions and Knowledge Base before requesting support.



Call Us

Our office hours are:
Monday - Friday, 8 a.m. to 6 p.m.

(503) 837-0700

For urgent 'after hours' phone support, please call (503) 837-0700 and press option # 1


Frequently Asked Questions

Our billing cycle is from the 1st of the month to the last day of the month. The bills are mailed out the 1st of the month. Every month the bill will be due by the 20th. If you’re signed up for Auto-Pay we draft the total balance due on the 19th of the month. In the event that the 19th falls on a holiday or a weekend, we will draft the balance due on the business day before.

If you are experiencing an outage with all of your MINET services, a common fix is to make sure that the battery back-up unit is plugged in to a working power outlet. If the unit is plugged in, check that the outlet has power. Sometimes resetting your GFI breaker can help or checking to see if the breaker was tripped.

Partial monthly charges reflect charges from a different bill cycle. For example, if you started your service December 25th; the bill you receive that is due January 20th will reflect charges from December 25th to the 31st in addition to the normal monthly charges for the month of January. Credits applied to your account will also reflect as partial monthly charges.

If you’re signed up for Auto-Pay your total balance due will be drafted on the 19th of every month. In the event that the 19th falls on a weekend or a holiday we will draft your account the business day before. We offer Auto-Pay with a voided check from your checking account, or using your debit/credit card. To update your current Auto-Pay information you’ll need to provide a new voided check or debit/credit card info and sign a new Auto-Pay form. The form can be printed from our Support page and mailed/faxed in or brought to our office. We can only accept Auto-Pay information from an authorized user on your MINET account. If you need to cancel Auto-Pay, call us 503-837-0700 or e-mail us at csr@minetfiber.net and let us know at least 3 days prior to the 19th.

Are you frequently losing your wireless signal? Are you experiencing slow speeds? This issue can be a result of a number of things; the age of the router, the amount of devices connected, and the position of the router in the home can all affect connection and speed. Try a speed test, by going to speedtest.net. Start by removing the router and connecting directly from the internet outlet to a computer or laptop. If there is no service interruption and/or your speed increased by doing this while directly connected, the router might have a problem. If it is your own purchased router we recommend that you contact the router manufacturer for troubleshooting suggestions specific to their equipment. If you tried a direct hardwired connection (from the Internet outlet directly to the computer with no router in between) and you have no connection or are still experiencing slow speeds, please contact our office. A technician will need to be dispatched for further assistance.

GOCare is a mobile account alert platform proactively delivering account information (statements, balance, due date, payment confirmation, appointment reminders, and more). Information can be initiated by either MINET or the Customer with the use of “KEYWORDS”. More information can be found at our website at https://www.minetfiber.com/support.

NO! MINET will send customers 3 - 5 messages per month: (1) statement is available; (2) balance amount & date due; (3) a payment confirmation (when payment is posted); and if necessary (4) your payment is due (and/or past due). Messages may also be sent on irregular events (appointment confirmations) if applicable. Customers may initiate any of these inquiries by using the KEYWORDS shown below.

View more: Frequently Asked Questions (FAQ)