Frequently Asked Questions

Billing

How do I change my payment method?


Click on the customer portal link above. You can also call us at (866)-432-9434 and a representative will be able to assist you.




How do I update my account information?





How do I switch to paperless billing?





Can I see a history of my account activity?






Internet

How do I know if Encompass Service is available at my home or business?


For broadband internet, click on the "Coverage Area" link above and enter your address. All other services are available in the entire state.




How long does it take to get service installed?





I am moving, can I transfer my service?


If your new residence / business is within our service area you can transfer your service. There will be a "Truck Roll" charge of $150 for the move of your equipment.




Does weather affect Encompass' service?


  1. Our service is not affected by weather unless the weather is "extreme". However, if there is no power in your home / office then you will experiance an outage.
  2. Our transmission towers are equipped with battery backup systems enabling us to continue to transmit your internet signal in the event of a power outage at the tower site. You will still need power at your home / office to receive the signal.




I am replacing the roof / siding where my receiver is attached, what do I need to do?


You will need to contact us to schedule the safe removal and reinstallment of your receiver. You can contact us in two ways:

  1. Complete the form on the "Contact Us" page of this website and we will call you to schedule the removal and reinstallment of your receiver.
  2. Call us at (866)-432-9494 or (281)-944-3144 to schedule the removal and reinstallment of your receiver.
Please note that there will be a "Truck Roll" charge in the amount of $150 for this service.




My home is in the service area, how do I schedule an appointment for installation?


You can request service in two ways:

  1. Complete the form on the " Contact Us" page of this website and someone will call you to schedule your installation.
  2. Call us at (866)-432-9494 or (281)-944-3144 to schedule your installation.




Does your service come with a WiFi router?


Encompass will provide our Deco M5 managed router at a cost of $5 per month. Our Technical Support Team will be able troubleshoot all your Internet service equipment and if your router breaks, we will ship you a brand new router that will be delivered within 5-7 business days. Accompanied with the router are all the materials and instructions for installation. If you need help, you can call our technical support team at (866)-432-9494 and a technician will walk you through the process. To learn more about our managed router program Click Here.




What is your usage policy?


You can read our usage policy by Clicking Here.




How does Encompass compare to Satellite, DSL, Cable and Fiber-Optics?


Encompass provides an Internet connection via a fixed wireless antenna system. An antenna is installed on your house or business which is pointed at a nearby transmition antenna located on a cell phone tower. When you send and receive information over the Internet, it goes over the wireless link from your house or business to our transmission antenna. From there that information travels over our fiber‐optic connection connected directly to the Internet. Encompass service has very low latency (or delay) compared to satellite Internet, where signals must travel thousands of miles into space. With a good connection to a tower and depending on the package available at your house or business, we can deliver speeds that are comparable to or faster than DSL, Cable, and Fiber Optics. Since we don't over contend our network like other providers, our small packages will outperform other providers selling you speeds "Up To" much bigger numbers.





Phone

Can I keep my phone number if I switch to Encompass phone service?


Yes. Your phone number(s) can be ported over to our service.




I have phones already, can I use my existing phones?


That depends! If the phones you have are compatible with our system, then yes we can reprogram them to point to our managed PBX system. If you have a legacy system or proprietary system, we will probably not be able to use them. The good news is that our new system is typically substantially less expensive and has more functionality than the system you are currently using. Most clients see the new phones pay for themselves in only a few months. Our suggestion is give us a call and speak with one of our phone sales represenatives and they can determine if your existing phones are compatible. They will then provide you with a free quote for the services. If they are not compatible, they will provide a free quote for new phones and show you how quickly they pay for themselves with the savings you will experiance. Give us a call at (866)-432-9494 or fill out the "Contact Us" form and a representative will call you.




How do I access the phone portal to manage my system?


At the very top of our website is a link to the phone portal. The URL for the phone portal is http://phone.encompassna.com.




How do I schedule for a custom quote for my business?


You can request a quote in two ways:

  1. Complete the form on the “Contact Us” page of this website and someone will call you to discuss your needs and provide you with a quote.
  2. Call us at (866)-432-9494 or (281)-944-3144 to discuss your needs and provide you with a custom quote.




I want to add another phone, how do I do that?


We can easily add another phone, phone numbers, help you program buttons, or assist you with any of your technical needs. Feel free to give us a call at (866)-432-9494.




I want to turn on voicemail to text, how do I do that?


We can easily help you turn on voicemail to text, add another phone, phone numbers, help you program buttons, or assist you with any of your technical needs. Feel free to give us a call at (866)-432-9494. Please note that this feature will incur additional expenses. The representative can provide all the details when you call.




How do I program the buttons on my phone?


There are two ways to program buttons on your phone. You can login to the phone portal located at the top of the page, or http://phone.encompassna.com. The otherway is to give us a call, and we can program them for you. Feel free to give us a call at (866)-432-9494.





Technical

How do I change my password?





How do I recover my username and password if I forget it?





I got a new computer, how do I connect it to the internet?





I got a new TV, printer, device, how do I connect it to the Wifi?





How do I test my internet speed?





What speed of service do I need for various activities like streaming TV, or online gaming?





My internet is down, what do I need to do?






Video Conferencing

How do I schedule a meeting?





Where can I download the desktop software?


At the top of the website is a link for the "Meeting Portal". On the bottom of that login screen is a link that says "Download Meeting Manager". You can also visit http://meeting.encompassna.com.





Video Surveillance

How to I login to access my cameras?





I want to add cameras, how do I do that?





How do I download a recording?





How long is my video stored in the cloud for?





I have cameras, can I use them with your system?