Support is available 24/7.
We are here in your community and available to provide technical support before, during, and after installation and to answer any questions you might have about your service.
If our FAQ section does not have the help you are looking for, no worries. We are just a phone call or email away.
Eastern Shore of Virginia and Garrett County customers, call us at 877-811-1133.
Washington State customers, call us at at 509-738-1541.
Please have your billing account name and address available so we can help you as quickly as possible.
Invoices for installation and your first month of service are sent to your e-mail address on file within 24 hours of installation from “billing@NeuBeam.com”. The subject line will read “Your bill from NeuBeam is now available”.
Payments are due within 10 days of receipt. Invoices can be paid with a credit card, debit card, PayPal, or EFT from your checking account. Paper invoices will only be mailed upon request and there will be a $2 monthly charge.
If you are interested in automatic payments with a credit or debit card please email or call us at 877-811-1133 (in VA and MD) or 509-738-1541 (in WA); or email us at Billing@NeuBeam.com.
Paying your invoice online:
Click on the blue “View Invoice” button in your email to print and/or pay your invoice or visit Customer Log-In.
Paying your invoice by mail:
Mail a check to:
Declaration Networks Group, P.O. Box 409, Herndon VA 20172.
If interested, contact us to automatically charge your credit or debit card every month.
Call us at 877-811-1133 (in VA and MD) or 509-738-1541 (in WA)
email us at Billing@NeuBeam.com
Frequently Asked Questions
Internet questions and answers:
All you need is a web browser.
If you currently have an email address from an Internet provider that you will be disconnecting after your NeuBeam service is connected, you will need to create a new email address. NeuBeam does not provide email addresses, but there are many sites where you can get a free email account such as Gmail and Yahoo. An email address is required because NeuBeam sends its monthly invoices via email.
Our service requires an outdoor radio to connect you to the Internet. It will be professionally installed and includes a Wi-Fi router to distribute wireless Internet throughout your home.
You can check availability on our website at neubeam.com. Our website determines if we provide service in your zip code but does not necessarily guarantee service to a particular home. Once you place an order, you will be contacted by one of our sales representatives with further information.
Available speeds can vary by location. Information about the products in your area can be found at neubeam.com.
NeuBeam is a high-speed Internet service lets you stream movies, watch videos, play games, download music, use social media, shop online and work from home. We offer various pricing plans with different connection speeds that let you to do these things at your different devices as well.
On the top of the browser, click Options then clear cache or clear browser. On other browsers you’ll find it under the History tab.
A cookie is a small piece of data sent from a website that is placed on your computer to record your activity such as logging in or adding items in a shopping cart. Some web pages ask you to accept a cookie in order to view the content.
Type the IP address of the web page you are trying to browse to into your web browser address line.
For NeuBeam routers with Wi-Fi capability built in, contact technical support at 877-811-1133 (in VA and MD) or 509-738-1541 (in WA).
Yes. There are three “wired” ethernet connections available on the router installed by NeuBeam. You can directly connect devices to these ports with an ethernet cable. Many users can also be connected to your Internet service via the “Wi-Fi” capabilities of the router. These users will require a device with a “Wi-Fi” wireless adapter and will need to be provided the security passphrase to access your service. Keep in mind your Internet connection is limited to the service speed you requested. Overall speed and performance may suffer if too many users are active on multiple devices at the same time.
For info on static IP addresses, please contact your local sales office: Eastern Shore of Virginia at 757-745-1440, Garrett County at 240-449-3360, or Northeast Washington at 509-392-6500. You can also email us at firstname.lastname@example.org and we will be glad to assist you.
What is home networking?
A home network lets computers communicate with one another. If you have two or more computers in your home, a network can let them share:
• Files and documents
• An Internet connection
• Printers, print servers and scanners
• Audio equipment, TVs and game systems
This link will direct you to some of the free speed test sites available digitaltrends.com/computing/best-Internet-speed-tests/. Please keep in mind that speed test results are relative and will vary due to factors beyond NeuBeam’s control. If you feel that your results are significantly lower than they should be, please call Technical Support at 877-811-1133 (in VA or MD) or 509-738-1541 (in WA) for assistance.
Wi-Fi stands for wireless fidelity and is a remote Internet connection. When you have NeuBeam Internet, you will have a router installed, which will allow you to wirelessly connect your home.
In Garrett County, MD, NeuBeam offers an Internet connection center located at 360 W. Liberty St. in Oakland. The center is a program offered in conjunction with the U.S. Department of Agriculture’s Rural Utilities Service to help bridge the nation’s digital divide. The space for the ICC has been provided by the Garrett County Community Action Committee.
If you have an online gamer in the house, or use any of the streaming services (Netflix, Disney+, etc.), the faster the better. And if you want to game and stream, or watch streams from two different services at the same time, you’ll definitely need a faster connection.
Netflix advises at least 5 Mbps for one HD quality stream. Bear in mind, this is just for Netflix, so if there are others in your household using WiFi on their phones or using their laptops for other purposes, you’ll need a connection faster than 5 Mbps. Disney+ also recommends at least 5 Mpbs and both services require at least 20 Mbps for 4K UHD content.
You will not need a phone line for Internet. In fact, NeuBeam offers voice over Internet Protocol (VoIP) phone service over your Internet radio, should you choose to purchase phone service in addition to your Internet.
Security questions and answers:
Make sure to log out of your account when it is not in use. Do not leave the account open public computers. Keep your user name and passwords private.
A virus is an attack on your computer that causes errors and can possibly cause your computer to work improperly or, ultimately, “crash”. You can prevent viruses by making sure you have anti-virus software loaded onto your computer.
Beware of spam if the subject line contains incorrect URLs, if someone asks for banking information, uses public Internet accounts, includes misspelled words, or if it is not a secure site.
You should delete the spam message immediately. Do not open spam messages because this could cause a virus to attack your computer.
How do I report deceptive or suspicious spam?
To report deceptive or suspicious spam to the Federal Trade Commission, forward it to email@example.com.
Phishing is an attempt to solicit personal information from unsuspecting users by appearing as if they have been sent from a legitimate organization or someone you know. These emails often attempt to entice users to click on a link that will take the user to a fraudulent web site that appears legitimate. The user then may be asked to provide personal information such as account usernames and passwords that can further expose them to future compromises. These fraudulent websites may also contain malicious code, which can cause further issues to your computer. products in your area can be found at neubeam.com.
You can report phishing by sending an email to firstname.lastname@example.org.
Ordering questions and answers:
Visit our “Check Availability” page and enter your ZIP code to determine if we provide service in your area. If we do, you can order right online through that page. Please contact your local sales office for more information. On the Eastern Shore of Virginia, call 757-745-1440; in Garrett County, Maryland, call 240-449-3360; and in Northeast Washington, call 509-392-6500.
Contact your local sales office for more information. On the Eastern Shore of Virginia, call 757-745-1440. In Garrett County, Maryland, call 240-449-3360. In Northeast Washington, call 509-392-6500.
Please contact your local sales office for more information. On the Eastern Shore of Virginia, call 757-745-1440, in Garrett County, Maryland, call 240-449-3360, and in Northeast Washington, call 509-392-6500.
Changes questions and answers:
If you move during your term, you are liable for early termination fees per our terms and conditions. However, we offer a program that will waive early termination fees if you sign a new contract for service within 90 days using the already installed equipment.
NeuBeam does not provide domain name services. Please contact your hosting provider to make any DNS changes.
You will receive instructions if you decide to cancel service. NeuBeam offers a program that will waive early termination fees if you sign a new contract for service with us within 90 days of using the already installed equipment.
Call 877-811-1133 (in VA or MD) or 509-738-1541 (in WA); or email us at: email@example.com.
Billing questions and answers:
If a credit is issued, you will receive the credit on your next regularly scheduled monthly invoice.
You can call 877-811-1133 (in VA and MD) or 509-738-1541 (in WA); or email us at: firstname.lastname@example.org.
If a credit is issued, you will receive the credit on your next regularly scheduled monthly invoice.
You can call 877-811-1133 (in VA or MD) or 509-738-1541 (in WA); or email us at: email@example.com.
Yes, NeuBeam charges an installation fee. Please check the website for our prices and any current promotions.
Products & pricing available in your area can be found at neubeam.com.
Troubleshooting questions and answers:
This error usually occurs due to an improper installation of system level software or a software conflict. Updating Windows and Internet Explorer may solve the issue.
Try rebooting your computer, modem or router. If that does not work, verify that your ethernet cable is connected. If you are connected by Wi-Fi, make sure your computer has a strong wireless connection. If you are still having trouble with your Internet connection, contact technical support at 877-811-1133 (in VA or MD) or 509-738-1541 (in WA).
You may have entered the website address incorrectly. Check the URL to make sure you have the correct slashes (“/” vs. “\”) or aren’t missing colons (“:”). Check to make sure you are still connected to the Internet by browsing to another page. If you are able to access other pages on the Internet, the problem may be with the provider of the web page. For additional help, contact technical support at 877-811-1133 (in VA or MD) or 509-738-1541 (in WA).
Call 877-811-1133 (in VA or MD) or 509-738-1541 (in WA) to report a problem or request the current status of your issue. NeuBeam will make every attempt to keep you informed of the status of your problem, but if you need an update or have new information to share about your issue, please call us soon as possible.
Start by rebooting your computer and modem/router or clear your browsing history/ cache. If this does not work, contact Technical Support at 877-811-1133 (in VA or MD) or 509-738-1541 (in WA). You may also not have a fast enough data package. Please see the “What NeuBeam package do I need?” question for additional info. To change packages or to discuss your needs, call your local sales representative (on the Eastern Shore of Virginia, call 757-745-1440, in Garrett County, Maryland, call 240-449-3360, and in Northeast Washington, call 509-392-6500) or email us at firstname.lastname@example.org.
General questions and answers:
Please call 1-877-811-1133 (in VA or MD) or 509-738-1541 (in WA) for 24×7 technical support.