Frequently Asked Questions
The Answers You Need
Have a question? Want to learn more about our store? We’ve compiled a list of some of the most popular questions, accompanied by our thorough answers. If you can’t find what you’re looking for, contact us.
What are the payment options?
We take credit cards, and cash. We also offer flexible payment options with our no credit needed lease to own program
What is your return policy?
Please refer to our Store Policies.
Is there a contract?
Unless you opt for leasing on the equipment instead of buying it outright, there is no contract. Our service is prepaid and there is no contract. To learn more please refer to our Terms and Conditions.
How do I know if this will work in my area?
If you are unsure if our services will work in your area, you may call us at 850.937.7700 or email us at contact@genieisp.com. A representative will be able to determine coverage once you provide the physical address of the house or business you will be using your internet at.
What networks do you use?
Genie ISP operates off of CDMA-GSM networks and select Wired Broadband Lines.
How do I activate my service once I receive my products?
Once your order is received, a representative will program your service to the device if you purchased one of our wireless internet products. All you need to do is connect your personal devices to the hotspot/modem, and you'll be ready to go.
For wired internet services, setup can be done by you or by one of our local technicians (if you're in a participating area). The service will be programmed either by our team or remotely (over-the-air). Once the setup is complete, simply connect your devices and enjoy your internet service.
How do I make a payment?
We send invoices to the email you provided during registration. Please note that these emails will come from a Talech email address with Genie ISP attached.
We encourage you to enroll in our Auto Pay Program to avoid service interruptions and enjoy a $5 monthly discount on your service. To get set up, you can call or text us at 850.937.7700, or email us at billing@genieisp.com.
Why is my device blinking an orange light when my payment is up to date?
Generally, when your bill is paid and your device is not working properly, power cycling your device will do the trick. Turn your device off, unplug it (if applicable) for 5-10 minutes. Once that is complete, please retest the connection. If none of this seems to be working, please call us at 850.937.7700 and let a representative assist in the troubleshooting process.
How long does it take for the product to ship?
Once we receive your order information, we will program your device with the data plan you chose and test to be sure everything is working correctly before sending it out. There are a few different options for shipping, therefore, that will play a factor in how fast you receive your package. Please be mindful of our operating hours when ordering and deciding on which shipping method to choose.
We normally offer free shipping on purchases of $500 or more. We ship between 1-2 business days of receiving the order and ship priority which should take between 1-4 business days to arrive (depending on your state).
Still have questions? Get in touch and we’ll be happy to help.