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Equipment & WiFi FAQ
Do I need a modem?
No, a modem is not required to connect to Arvig MultiWav internet service.
Do you provide a router for WiFi?
Yes. Beginning May 2, 2022, Arvig MultiWav internet plans come with Managed WiFi which includes a WiFi 6 router, a wireless network and an app for visibility and control of your network.
How do I connect to Arvig MultiWav internet?
Depending on your location, you may or may not have instant access to wireless internet:
If you have a faceplate or fiber device, a WiFi 6 router will be scheduled to ship to you after successfully completing your order. You should receive it, with simple installation instructions, in 1 to 2 business days. While you wait, locate the Arvig MultiWav port in the faceplate or fiber device and connect an Ethernet cable from the port to your device.
If you have a wireless access point, a WiFi 6 router has been pre-installed and wireless activation happens instantly upon payment.
How long until I receive the router?
You can expect to receive your WiFi 6 router in 1 to 2 business days from the time you successfully complete your order. Business days are considered Monday through Friday.
How do I install the WiFi 6 router I received?
In your box from Arvig MultiWav, you will have a WiFi 6 router, a power cord, an Ethernet cable and installation instructions. Follow these steps to set up your wireless network:
- IMPORTANT: if not done previously, visit MultiWav.Arvig.com and log in to your online account, and set up your WiFi network name (SSID) and password.
- Remove the WiFi 6 router from the box and place it upright on a stable surface. Choose a location as high as possible in your home to avoid signal obstructions.
- Remove the clear, plastic covers from the device—do not block vents.
- Using the provided Ethernet cable, plug one end into the Arvig MultiWav port in the faceplate or fiber device and the other end into the LAN1/WAN port on the new router.
- Use the provided power cord to connect the 12V—IN socket to an appropriate power source, and flip the ON/OFF switch to on.
- Visit your smartphone’s app store, and download and install the Plume® HomePass™ app. Then check your inbox for the email Reset your Plume Password which will help you finish setting up your Plume account.
Chat with Technical Support below if you need assistance.
How do I get the WiFi app?
Visit your smartphone’s app store, and download and install the Plume HomePass app. If you do not have a smartphone, please chat with Technical Support below.
What if I don't have a smartphone to download the app?
Technical Support can help you create your account. After completing your order, set up your WiFi network name (SSID) and password online using any device, then contact Technical Support to help you finish the process.
If I move or cancel my service, can I keep the router?
No, Arvig MultiWav is loaning the router to you to use while you are a customer. In the event you move or cancel service, the router must be returned to Arvig MultiWav. The equipment is for use with AMW service only.
How do I return the WiFi 6 router?
AMW will email you a shipping label to return the WiFi 6 router for free. Print the label and affix it to the box the equipment came in. Then take it to a local UPS drop off.
Installation & Technical FAQ
What are the benefits of fiber?
Fiber optic cable uses light to transfer data which provides faster speeds, enhanced reliability, more bandwidth, symmetrical speeds and increased security. Fiber allows for the best experiences in streaming, gaming and working from home!
What do I need to know if Arvig's MultiWav internet is being installed in my building for the first time?
For new properties, to install Arvig’s MultiWav internet in your community, we must enter each unit. This doesn’t mean you are required to sign up for services. After the initial installation is complete, future activation of internet service is instant and contactless. If our services are already installed in your building, no installer is necessary to receive Arvig’s MultiWav internet. Learn more about our installation process by watching this video.
Do you send someone to install my service?
No installer is required if MultiWav internet service is offered at your property. Simply pick your plan and place your order – fiber internet service is already active in your building!
Why am I receiving a unit error when signing up for service?
If you are receiving an invalid unit error you will want to first check that your address is entered correctly. If the problem persists, please reach out to your property staff to confirm you have the correct street address and unit number.
Not getting advertised speeds?
Many factors affect the speeds you will receive over a wireless connection. Before calling Technical Support, we recommend bypassing your wireless router by using a direct, wired connection to your laptop/desktop computer via an Ethernet cable and then running a speed test at speedtest.arvig.com.
What affects internet speed?
Your home network is directly affected by how many users you have accessing your internet, how old your devices are and more. Learn more about what affects your internet speed here.
How do I find more technical information?
Customer Service & Billing FAQ
How is my bill cycle and due date determined?
Your billing cycle starts on the day you order service. You will be billed on the same day each month as long as service is being used. Your billing due date cannot be changed. If you need a different due date, you should cancel your service and reactivate on the desired due date.
Do you offer pro-rated billing?
If you have already paid for your current month, there are no partial refunds. This applies if you cancel in the middle of your billing cycle or at the end of your billing cycle. Service is prepaid which is how we are able to offer no contracts or credit checks!
What's in it for me if I refer someone to Arvig MultiWav?
If you’ve convinced another resident at an active property that they should have Arvig MultiWav, we show our thanks by crediting you one FREE MONTH of service after your friend/family member has had service for 60 days. Please visit our support center for more details and instructions.
How do I request a service transfer?
If you are moving to a different address that has Arvig MultiWav service, please email email@example.com a written request with the following information:
- Your Name
- Old Address
- New Address
- Date when you’d like service to transfer.
Can I suspend my service while I am out of town?
Unfortunately, there is not a way to suspend service. However, you may cancel service with no fees and then place a new order for service when you return. We will not prorate charges or provide a partial refund for the current billing cycle that has already been paid.
Can I cancel my account anytime?
You can cancel anytime within your current billing period. We cannot process cancellations for future billing periods. If you are moving to another location with Arvig MultiWav, please check out our service transfer policy (above) and email us at firstname.lastname@example.org.
How do I discontinue or cancel service?
Log into your account, select Manage Fiber, then Request Cancellation. You may either process an immediate cancellation or opt to have service cancel at the end of your current billing cycle. Service is prepaid, meaning there will be no more charges once a cancellation is requested.
How does my old internet plan get cancelled if I switch to Arvig MultiWav?
If you have internet service from a different provider, you are responsible for cancelling that service with that provider. Only account owners are allowed to make changes to their account.
Is Arvig MultiWav participating in the government program providing assistance in paying for internet service?
Yes, Arvig MultiWav is a participating provider of the Affordable Connectivity Program which is a temporary government program authorized by the Federal Communications Commission (FCC) to help households pay for internet service. Click here for more information.
What is MyBundle.TV?
MyBundle.TV is a free tool that gathers your interests and preferences in entertainment and does the shopping for you. Create a free profile and receive personalized recommendations and manage your subscriptions across all of your streaming services.
For any questions or comments email email@example.com
How does MyBundle.TV work?
MyBundle.TV is just five simple steps:
- Answer questions about your lifestyle/viewing preferences
- Choose the channels you care most about
- View your results
- Sign up for streaming services
- Start watching!
For any questions or comments email firstname.lastname@example.org