FAQs

A: Our Mercury @ Home and Mercury @ Work services make troubleshooting quick and easy for homeowners, business owners, and Mercury. Regardless of which Mercury service you are using, please go to: Tech Support

A: Simply put:  Mercury’s @ Home services are faster, better, and cheaper than our legacy broadband services, which are based on older technologies. We include a powerful new Wi-Fi 6 router and easy-to-use management app at no extra charge. We also have migration programs designed to eliminate the potential inconvenience of upgrading.

A: Yes, we cannot provide Mercury @ Home service without our router. Our Mercury Wi-Fi service requires our Momentum Wi-Fi 6 router, which gives you and Mercury unique capabilities.

Unless you have a brand-new, $400 – $700 high-end Wi-Fi 6 router, you will get a better, more consistent quality with our Wi-Fi service than with an older router.

Most importantly, the Momentum router helps Mercury troubleshoot and quickly resolve any issues that may arise with your Internet experience.

A: We strongly advise against it. First, the signal from our Wi-Fi 6 router is stronger than older routers and may eliminate the need for any extenders. Keep in mind that ALL extenders (even ours) have a speed penalty and deliver slower speeds that a direct Wi-Fi connection.

Second, our Momentum mesh extenders are designed to work hand-in-glove with the Momentum router.

Third, Mercury would lose troubleshooting visibility to any devices served by your own extender, complicating our ability to help. We cannot support issues associated with customer-provided extenders.

A:  Please keep in mind that the speed experienced by Wi-Fi users is usually slower than the Internet speed delivered to your home. There is always a Wi-Fi speed penalty.

If you run a speed test from the router to the Internet, you should on average see speeds approaching the upper stated limit. Also, Speeds will always fluctuate from hour-to-hour; minute-to-minute due to a variety of factors:

1. Network congestion within our network for a given service area, which can be the result of unusual demand, excessive usage rates during any given minute or hour

2. Internet congestion – congestion beyond our network (out of everyone’s control)

3. Unusual, temporary signal interference

4. There may be certain times of day with peak demand that impacts performance. Our engineering department continuously monitors network performance to identify and address any areas with recurring congestion issues.

For all these reasons, customers’ peak speeds will vary. All Internet Service Providers recognize the volatility of the Internet, which is why no one guarantees a constant, steady speed 100% of the time.

A:  We strongly recommend this This 2-minute video, which gives a great overview on setting-up and navigating in the app:

See also our Helpful Videos section for several other good short videos on using the @ Home app and its ExperienceIQ and ProtectIQ features.

A: Yes, you must download and activate the app.  Mercury’s installation service technician will walk you through the quick set-up of the app.  You don’t really have to use the app if you don’t want to. However, it is powerful and extremely intuitive to navigate and use. Be sure to watch the “Introduction to @ Home App” video in our Helpful Videos section.

A:  Tap on the “Forgot Password” button underneath the Login button on the Login page for the app. Enter the email address tied to the account and press submit.  A reset link will be sent to your email.

A:  The Wi-fi network name is the SSID name Wi-Fi users will look for. Please refer to this 1-minute video for easy, visual instructions:

A:  Please refer to this helpful short video for easy, visual instructions:

Or, follow these steps: 1) From the main dashboard page, tap the plus sign; 2) Tap the Networks tab to create a secondary network; 3) On the Add Network page, select the type of network, in this case Guest; 4) Type in SSID network name (name guests see) that you want to use; 5) Select “WPA3-Personal” for the security type; 6) Input the Wi-Fi password you want guests to use; 7) Keep Isolation toggled on; 8) For Duration, the default is “Endless” or you can toggle to then define a specific time period to keep the Guest network active; 9) Tap Done.

A:  Our digital phone service uses voice over Internet (VOIP) technology to connect your calls nationwide with no long-distance charges (or hidden fees.) Technology has advanced so much over the past 25 years that digital voice call quality is as good if not better than those made using 140+ years-old technology.

A:  You have probably noticed that your monthly bill has been steadily going up and is much higher now than 20 years ago. It is hard to find traditional phone service today for less than $40 – $50 per month.  Mercury Digital Phone service costs only $20 per month when used with one of our @ Home Internet services.

A:  Yes, and in most cases, even more features.

A:  No additional equipment is required.  You can still use your existing phones and phone jacks.  Our phone service is integrated into our Momentum router and configured back at our cloud services center. Our router supports up to two phone lines (numbers.)

A:  The phone service requires power.  Customers who want to make sure phone service is available even when the power goes out use battery back-up, which can also provide power for their Internet service.

A:  Mercury bills on a prepaid basis, and your billing cycle is based on your installation date.  At installation, you should have paid an installation fee plus the first month’s service.  For example, if your service was installed on the 18th of March, you have paid through April 17.

You should receive your first statement 20 days prior to your next due date. In this example, you would receive a statement around March 27th with payment due April 17. So, you get your 1st invoice only 10 days after installation, but each invoice thereafter is 30 days apart.

A:  If you upgrade, downgrade, add, or remove any services or if you are assessed any charges, or credits, they will be applicable on the next billing cycle. For example, if your payment is due January 1st, your statement will generate around December 10th and any applicable changes to the account will be processed. If a change was made between December 10th and January 1st, it will be covered in the next statement (around January 10th.)

A:  On the Mercurybroadband.com website, click on the “Login” button in the upper right corner of any page and follow instructions for automatic bill-pay.

A:  We keep it simple. Mercury Broadband does not charge any usage, overage, or equipment rental fees. We may, at our discretion, charge late fees, or suspension fees when payments are not processed by the due date listed on the statement.

Also, our recurring Internet charges are not subject to any taxes or fees. Installation, labor, hardware, custom configuration, or digital phone services are all be subject to local sales tax.

A:  If you have received a late payment, suspension, or collections notification please contact billing by e-mailing billing@mercurywireless.com, or speak to a support representative by calling (800) 354-4915 to prevent disruption of service.