Frequently Asked Questions

Billing Cycle

5NINES will bill on the 1st of the month with net 15 terms. If you sign up during the billing cycle, we will prorate your first service charge.

If payment cannot be captured, 5NINES reserves the right to cancel the internet service.

Please log into our client portal to view and pay invoices

Cancellation

To cancel your service with 5NINES, please email support@5nines.com with your building name, unit number, and contact info, or call us at 608.512.1000 (M-F 8 am-5 pm).

Pricing

This is not a promotional price. This is the price that will be offered to residents by 5NINES for the foreseeable future.

The price on the signup page is your estimated first month’s invoice. Once you sign up on this website, you will receive an initial setup with the first month’s prorated service invoice. Your recurring monthly invoices will be for the internet service.  

Contract terms (Agreement term)

Agreement terms are pretty simple. 5NINES is a monthly subscription, we will continue to bill you for service until you tell us to stop.

 

Set-up fee

A one-time installation and activation fee of $0 — $50, depending on your chosen plan, building, or if your unit is connected to our service, will be charged on the first month’s service invoice. This fee covers expenses for equipment and time used in order to provide this service.

Trouble Connecting?

  • Plug your device directly into the Ethernet wall port.
  • Link Lights are Ethernet indicators that there’s a connection. If this isn’t lit, then try another port.
  • If your device doesn’t have an Ethernet Port, we can provide a USB Ethernet Adapter for testing.
  • You can send us a support request by filling out this contact form.
  • Our service desk is staffed Monday – Friday from 8 am to 5 pm
  • Log into our client portal to submit and view service tickets

Do I need a Modem?
No! With 5NINES Internet, you will only need a wireless router.  You can buy one from us or your favorite store – Here’s our recommendations:

Make sure that if you are bringing a previously owned router, it is a wireless router and not a dual modem/router. If you have any questions about your router, please ask us!


Speed Levels
5NINES offers many tiers of symmetrical Internet speeds. The following guide will help you choose the best speed level based on your desired Internet usage. Remember, you can always start at a lower speed and upgrade your package anytime!

Internet Speed Ideal For
25Mbps 1-2 simultaneous devices (computer & mobile phone)
50Mbps 2-3 simultaneous devices (plus streaming TV)
75Mbps 3-4 simultaneous devices (plus gaming)
100Mbps 5+ simultaneous devices

 

What about TV?
Nearly 1 million Americans dropped cable last year alone. With 5NINES internet you can too and still be up to date on everything you watch. Learn more about upgrading your relationship with entertainment.

 

5NINES Refer a Friend Program!

Are you tired of hearing your friends complain about their current Internet Service Provider?

Refer them to 5NINES!

Just send your friends in the building to our sign-up site and make sure they mention your name in the referral section!

You will receive a one-month credit on your next invoice and your friend will get any activation or installation fee waived from their sign-up.