Frequently Asked Questions

Refund and Cancellation Policy

Jelly Digital Refund Policy

At Jelly Digital, we prioritize delivering impeccable service to all our customers. This refund policy has been crafted with our customers' best interests in mind and adheres to general regulations applicable to credit card processors.

1. 30-Day Money Back Guarantee:
Every new installation comes with a 30-day money-back guarantee, which begins on the day of the service installation. If you're not satisfied with our service within this time frame, you may request a full refund of the amount paid for the initial installation and service. However, any such refund will not be processed until we have successfully retrieved the equipment that was installed at the customer's premises.

2. Exclusions:
We do not offer credits for outages, downtime, or disruptions arising due to:
• Mistakes made by the customer.
• Network issues outside of our control that indirectly impact our network.
• Events like natural disasters, power outages, or any unforeseen circumstances.

3. Service Credits:
If a customer is dissatisfied with the service for reasons other than those mentioned in the exclusions, they may apply for a service credit. Granting this service credit is entirely at our discretion. If approved, this credit will be applied towards future services and will not be refunded to the original payment method.

4. Cancellation Policy:
Should a customer decide to terminate their service, we require a 30-day written notice in advance, which must be sent via email to We do not accept cancellations by text, web-chat, or voice messages. Upon receiving a valid cancellation request, customers will be charged for their final billing month plus a $75.00 equipment recovery fee.

5. Commercial Accounts:
The policies mentioned here do not apply to our commercial customers who have signed service contracts. For these accounts, specific policies related to cancellations and other matters are outlined in their respective service contracts.

6. Requesting a Refund or Credit:
For all refund or credit requests, customers must directly contact our support team. We pledge to evaluate each request fairly, based on the facts provided and in accordance with our established policies.

By using our services, customers implicitly agree to the terms stated in this refund policy. We thank our patrons for their trust and are committed to ensuring high-quality service at all times.

How can I troubleshoot my connection?

Let’s do some things together to get you back online.

Do you know what our POE device is? If not, it’s the little power block that the cable which enters your home from outside plugs into. Please locate that power block. It has a light on it, is the light on? If there is no light, please verify the wall outlet has power. Sometimes the outlet you are plugged into may be controlled by a light switch (or dimmer) that is in the off position. Try to move the POEs power to an outlet that is not controlled by a power switch or dimmer.

Please verify that the cables were not switched at the POE Ethernet ports. The cable that enters your home from outside needs to be plugged into the port labeled POE or sometimes it says POE+Data. There is a second port that says only data or LAN. Please make sure the cables are plugged in correctly that way.

Please unplug power to the POE device from the wall outlet. Count to 20 and plug it back in.

After you plug it in, leave it sit for up to 15 minutes as it attempts to re-sync to the tower. You should reboot your wifi router as a precaution 5 full minutes after your plug the POE back in the wall power.

You should have internet after a few minutes.

If you still do not have internet, then please go outside your house and make sure the dish does not look as if it’s facing down to the ground or up into space. It should be aimed toward the horizon. Do not attempt to move or align the dish yourself as only a qualified technician can do this with the right testing gear. If your dish looks like it has fallen over please let us know so we can send our techs to repair this issue which is rare but does happen.

Watch this video to learn more:

My card has expired or How do I update my payment method?

To update your payment method, please send a text to 619-304-7112 or email
Let us know you wish to change your payment card details and we will send a link to you to update it.

How are you going to connect your fast internet to my home or business?

Because we like all things FAST, we have engineered our fiber optic network to use the latest in advanced wireless technology. By placing a tiny device on your roof, which connects to our fast fiber network, we enable your location to receive our incredibly fast and reliable service. This is NOT satellite or cellular service. While cellular LTE and 5G may be good for cell phones, it's not even close to what were able to provide using our wireless wave technology. It's so good in fact that the industry term for it is "Air Fiber". In simple terms, we place our device on your roof, aim it to our tower nearby and create a direct point to point connection between your location and our fiber optic network powering the tower.

Won't my HOA (Homeowners Association) prevent me from having a device on my roof?

No. Nope. Nah. Won't happen. Promise! In all seriousness though, they can't prevent us from installing our communications equipment on your roof. There are laws created by the FCC specifically preventing them from interfering.

What does the install consist of?

Our installer will arrive and access your roof.  We will place a small device on your roof that is smaller than your typical satellite television dish.  The device looks high tech and certainly better than those satellite dishes. It is not an eyesore.  Our installer will run an ethernet cable into your home or business to connect a router and small power adaptor.

Installation Waiver and indemnification

By ordering our internet service, you hereby acknowledge and agree that you are either the homeowner or a duly authorized legal representative of the homeowner, and that you have obtained explicit permission from the legal homeowner for the roof-mounted installation of our dish. Furthermore, you shall indemnify and hold Jelly Digital harmless from any liability or claims arising from mounted equipment, holes drilled, wind or rain damage, or any other natural aging or wear of sealants and flashings resulting from the installation. In the event of any damage or loss, the maximum liability shall not exceed the cost of a typical installation, which is set at $150.00 USD. You furthermore agree to all terms listed on our FAQ page. We offer a 30 day Money Back Guarantee from the day of install. Please remember to store your card information as we require all customers to be on auto-pay.

Is weather a factor that will affect the internet you provide me?

Weather has no affect on our fiber network. Our wireless network is over-engineered to provide 99.995% reliability. Your wave-link connection is provisioned using millimeter-wave and/or microwave bands that may be slightly affected by rain.  Because of our over-engineering, the affect of rain-fade will not have an impact on the service level we provide to you. Plus, wind and other elements of weather do not affect the signals. Oh, and you live in San Diego.

What makes this better?

Jelly Digital provides fast, reliable internet services at a fair price. We do not tack on hidden charges and our support is fast and courteous.  Unlike the big-box providers of internet, we're able to out-pace their technology which requires lots of wires in the ground, this makes us good for the environment too.  Our focus is to stick to what we do best and that is providing the best internet experience to our customers.

I have solar panels, is this a problem?

Not at all. Just remember to compliment the installers new tan when he is done with the install. Our technicians have the proper experience and training to deal with anything they come across at your home.

Whats the deal with wiring inside my home?

Our normal installation consists of an ethernet cable from our roof-mounted equipment to the wall of the room you want your router in.  If there are more extensive wiring needs, please discuss with your Jelly representative. Costs for additional wiring start at $100.00 and go from there depending on the details of your project.

I would like to make sure wifi is in all of my rooms.

We provide the basic connection and wifi device. If you have a large home or office and would like to extend the wifi coverage, please select from our various router upgrades. Large homes should have a mesh-wifi system installed to assure optimal coverage.

This service is great and unique, do you offer customer rewards for referrals?

If you are an existing Jelly Digital Internet customer and refer our service to your friends and family, you can earn service credits for each customer who has an install completed and has paid their first months fees.  If you would like to turn this into a career opportunity, please email us at

How do I get support for my service?

There are several ways you can contact us. All contact methods go into the same support system. If you choose one method, you should continue using that method to make sure your request is grouped into the same history. This is helpful when our employees are reviewing your account for support follow-ups.

We highly recommend sending us a text message to: 619-304-7112

By sending a text to 619-304-7112, we receive the message into our global support system and the correct staff will respond to your request.

Methods of support:
Text/SMS to: 619-304-7112 (Our recommended best method)
• Email:
• Website Chat: Located in the lower right hand corner of our web pages.
• Telephone: 619-304-7112

How do you bill me?

At the time of order, you pay only the installation costs up front. Your monthly fee will be billed to the same card you used when you placed your order, on the day you are first installed. This will become your monthly billing date and your card will be automatically billed each month on or around this day. We do this because we cannot bill your first months fee until your service is alive and activated. All service must be auto-pay, we do not offer invoiced services for customers. Customers must have an active card on file to cover the automatic billing. Business Corporate/Enterprise customers may have invoiced services as stated in their signed contract.

I need to update my payment method, how do I do this?

Please contact support by texting 619-304-7112 or, via email to and we will send you a link to update your card.

What type of cable do you use? Cat5e or Cat6?

We use Cat5e cable rated for outdoor with UV protection. The speed of Cat5e cabling supports high-performance networking. Category 5 enhanced cables can deliver Gigabit Ethernet speeds of up to 1000 Mbps at up to 328 feet in length. Devices connected by the cable, including switches and routers, also support the desired data speeds. Many people are told that they need Cat6 cable to enable better gaming and overall performance however this is not the case.

I have a new router, what should I do to set it up?

If you have received a new router from Jelly Digital or have purchased your own and need help setting it up, please text us at our main number or use the contact us forms on our website. As always, if you prefer you can call.

Most routers are plug and play and easy to setup. We recommend just following the instructions that came with it. Be sure to set the router to "DHCP" or "Automatically configure IP Address". If asked you should set your primary DNS server to: and the Secondary to

Also, please make sure to select router mode, not access point or "bridge mode". Bridge mode and Access Point mode can get your connection blocked for security reasons which require you to call us to fix.

Tip: If you want to check out many name ideas for fun/clever WiFi SSID Names, check out this site:

Can I freeze my account?

Monthly subscribers may freeze their accounts if their payment balance is current. We have a monthly fee of $10.00 per month for frozen accounts. We limit the speed to 2Mbps. This is good for those who wish to keep our service active and available but not cancel. Lifeline service is good for a backup to another provider. We can re-enable full capacity same-day should you wish to lift the limits and subscribe to a regular plan.

I am having roof work done, what do I need to do?

If you have a new roof being installed, please contact us for proper guidance. We will work with you to accomodate this work. (A fee may apply which will be determined based on the work being done and what we need to do. Typically 125.00 if the work can be completed in a one hours time)

What is your acceptable usage policy and/or privacy policy?

You can read the full AUP policy at While our Internet plans allow you to download an unlimited amount of data, there are laws against downloading certain things, including copyright-infringed works. When we get a DMCA complaint linked to your account, we are required by law to notify you. The first 2 “strikes” are free, and then it’s $30 per DMCA complaint up to 12, which is when we have to ask you to find another ISP.

We take your privacy seriously, please see our privacy policy here:

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

Satellite – most satellites are floating in orbit between 100 and 24,000 miles away. That’s how far your data is traveling – so latency (the delay between the signal being sent and reaching its destination) is going to be much higher than just about any other option. By comparison, your nearest Jelly Digital tower will typically be less than 5 miles from your house. Jelly Digital latency times (i.e. 30ms) are a fraction of that of satellite (i.e. 400ms). Customers who switch from Satellite to Jelly Digital are often amazed by the improvement in Internet speed and reliability. Unlike Satellite, the weather does not affect Jelly Digital service.

DSL – Only available in towns, or within a certain distance to the DSL Central Office. Usually requires a phone line, so bundling with a phone is usually required. Most DSL speeds are between 1 and 3 Mbps. Beware – the older the phone lines in your town or neighborhood, the slower and less reliable your DSL Internet connection can be. If you are looking to cancel your landline telephone and get the Internet only, or you want more speed than DSL can provide, Jelly Digital could be your solution.

Cable – It can be very fast.  Cable providers rank highest on lists of companies with the worst customer service. Jelly Digital’s speeds are comparable to cable, and customers enjoy local, friendly, and knowledgeable support.

Fiber – It can be the fastest – but it’s not always. Providers can vary a lot – from the speeds they offer and how much they charge, to how long it takes to repair a cut fiber line and restore an outage. It’s not available everywhere, so if you have the option to choose fiber, you might want to look into it if speed is important to you.

I was told to power cycle my devices, what does this mean and how do I do it?

When having problems with your Internet connection, the best thing to do first is power cycle both your router and your Jelly Digital wireless equipment.

To reset your Jelly Digital internet connection try the following steps:
Locate your Internet Adapter (POE), for help on locating this, please view the helpful videos in our video collection. Reboot your outside radio by unplugging this adapter from AC power. Wait 60 seconds then put the power plug back in. If you have a wi-fi router, unplug it from the power for 60 seconds. After 10 minutes, check your computer for Internet. Please do not repeatedly unplug and plug in the POE adaptor as it can take upwards of 30 minutes for your equipment to reconnect in some conditions. If none of these steps resolve your issue please contact us by sending a text message to 619-304-7112 or using our other contact methods.

Will I get the speeds I am paying for?

We offer “up-to” speeds. If you are paying for the 200Mbps package, you will get as close to 200Mbps as possible. However, if you have Non-Line-of-Sight equipment because you have trees and obstructions between you and the tower, your speeds will be lower. Otherwise, if you have clear line-of-sight to the tower, you should get the maximum speed. When running a speed test, your results will be measured in Mbps. When downloading files, you will see your speed measured in bytes (MB/s), not bits (Mbps).

My speed tests do not look right, what may be the cause?

Here is a link to a good article by a third party on speed tests and the proper ways to use them.

What happens if something goes wrong?

After installation, we won’t leave you on your own. Even though fixed wireless internet should be relatively maintenance and up keep-free, sometimes things happen. Rest assured you can call us with any of your issues, and you’ll get a real person that will make things right. We suggest sending a text message to our support system at 619-304-7112 or using our other contact methods located elsewhere in our site.

Do you filter content?

No. We do not filter content. We provide a neutral internet service to our customers so that they can make their own choices.  If you wish to filter content locally at your home, we recommend purchasing a wifi router with content filtering options. There is also software for Windows, Mac and Mobile Devices that may be installed at your option.

Are you a reseller?

NO, we own and operate our own network. This includes the fiber and all data centers that control your quality of service and internet speed.

BitTorrent and p2p File Sharing

Sharing copyrighted material is against our acceptable usage policy and may lead to immediate account termination as well as legal liability. For more information please visit our information page on BitTorrent and p2p networks.

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