FAQ

Below are the most frequently asked questions. If you have any other questions you can email us at [email protected].

When will my DSL service be installed?

We can schedule the installation within 7 to 10 days or less from the time you order service. We will complete a pre-install 1 to 2 days before your installation date; a technician will attach a drop and install the necessary equipment.

When will my Fiber service be installed?

This will depend on the size of your facility. We will send a technician out to the survey and they will give you the information needed before your install.

Do I need to be on-site for the installation? How long will it take?

Someone will need to be available on the day of installation. It usually takes two to four hours to get everything connected during the installation, in some situations the install may take longer. Our technicians will make sure your phone and high-speed Internet services are all working to your satisfaction.

Will my phone service be interrupted?

If you are keeping your same phone numbers from your previous provider, your phone service will be unavailable for about 5 minutes. We understand that a loss of services may be inconvenient. With that in mind, we offer both morning and afternoon installations to ensure minimal inconvenience during installation.

What kind of equipment and wiring will I need? Will my existing equipment work with DNA Communications service?

We will contact you to set up an appointment called a “Site Survey” with one of our local technicians. The technician will visit your location and survey what work will be needed to complete the installation and check the compatibility of your existing equipment.

Do I need any extra gadgets for my phone to make the service work?

DNA Communications phone service works with any type of phone. However, to view Caller ID name/number, you will need to provide an appropriate display unit or phone with Caller ID display capabilities.

What can I expect on my first bill?

Your first bill will begin on the day of your installation. The first bill will be due in two weeks from your start date. Your billing cycle will be considered a “monthly” payment, that will be on the same day every month as your install date. If you have any questions regarding your bill please feel free to call us at 815-562-4290.

Should I cancel my existing service?

If you are keeping your same phone number, DNA Communications will work with your current provider so you can keep your telephone number. If you are not using the same number, you will need to cancel service. You will also need to cancel any previous internet services. Please do not cancel any of your services until after DNA Communications has installed the services that you requested.

Who should I contact if my services aren’t working properly?

You will need to contact our service and repair team by calling 815-562-4290.