Frequently Asked Questions

Find answers to common questions regarding billing, subscriptions, equipment, and more.

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If you don’t find the answer you are looking for, please contact us either by calling or emailing us. See below for contact information.

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Common Tech Questions

Yes, the Apollo Net Homespot is an all-in-one cellular and wifi router that is very easy to self-install. Simply connect it to its power supply and find a place to plug it in your home. No app needed as the network ID and the network password are written on the bottom or the back of the router. Give it a few minutes to power on and you’ll soon be good to go. No installation appointment necessary! 

For optimal performance, place your router near a window with a clear view outside, but away from direct sunlight which can cause overheating. Avoid placing it in basements, closets, or areas with thick walls, as these can block cellular signals. Keep the router away from metal objects, appliances, and other electronics that may cause interference.

Reset procedures vary depending on your router model. For step-by-step instructions specific to your device, please contact our technical support team:

Our support team can guide you through the proper reset process and help troubleshoot any issues you’re experiencing.

If your 5G internet is running slowly, here are the most common causes and solutions:

Router placement is typically the biggest factor. For optimal performance, position your 5G router near a window with a clear view outside, avoid direct sunlight, avoid basements, closets, and areas with thick walls or metal objects. This improves the cellular signal reception from nearby towers.

Network congestion can also slow things down. Check how many devices are currently connected and what they’re doing. Heavy activities like downloading large files, streaming 4K video, or gaming can consume significant bandwidth and affect speeds for other devices.

Quick troubleshooting steps:

  • Move your router to different locations near windows to find the strongest signal
  • Temporarily disconnect devices you’re not using
  • Pause any large downloads or updates
  • Restart your router by unplugging it for 30 seconds

If speeds remain slow after trying these steps, contact us at help@apollonet.org or call us at (984) 250-0081 for support.

Common Billing Questions

Your equipment is free to use, and after 12 months of service, is entirely yours. If you cancel before one year, please return your equipment to Apollo Net so we can help connect new families to our service. We offer multiple convenient return methods to make this process easy for you. If the equipment is not returned, a $100 fee will be charged to your account.

You can cancel your service at any time without long-term contract penalties. Contact us by email or phone at least 24 hours before your next billing cycle. Your service will continue until the end of your current billing period.

You are automatically enrolled in autopay payments to ensure uninterrupted service and never miss a due date. AutoPay can be linked to your debit card, or credit card. You’ll receive an email notification before each automatic payment is processed.

Choose between two prepaid options:

  • Monthly Prepaid Plan: Pay month-to-month in advance. You can cancel anytime by email or phone, and service continues until the end of your paid period.
  • 12-Month Prepaid Plan: Pay for a full year upfront at a discounted rate. This plan is non-refundable, so you’ll receive service for the complete 12-month period regardless of when you request cancellation.

Both prepaid options don’t require credit checks and offer the same service quality as traditional monthly billing.

Yes, nonprofit organizations are welcome to sign up for Apollo Net service. We offer the same reliable internet plans to nonprofits as we do to residential customers. Contact our customer service team to discuss which plan best fits your organization’s needs.

Other Common Questions

Eligibility is broad and falls into two categories that can (and often) overlap. The first is income-based. If you or your household has an income level of 200% or lower of the Federal Poverty Limit (generally around $64K per year for a family of 4), you qualify. If you or anybody in your household participates in any state or federal assistance program for food aid (SNAP, EBT, FRL), subsidized housing, Medicaid, SSI or medical assistance, you qualify.

The second pool of eligibility is if you or anybody in your household is a student or enrolled in an educational program, that also means instant qualification. So elementary, middle and high school, community college or trade school, a traditional four-year university, graduate school, or any certification or apprenticeship program, you qualify.

We do not collect any documentation – all that is required is self-certification. We may occasionally do a spot audit check via phone call, email or online meeting.

Your Apollo Net router is designed and optimized specifically for your registered service address. While the router may technically function at other locations, we cannot guarantee the same quality of service or performance outside your home address due to varying network coverage and signal strength in different areas. If you need to relocate your service, please contact us first so we can check coverage and service availability at your new location.

First, try these quick troubleshooting steps:

  • Unplug your router for 30 seconds, then plug it back in
  • Check that all cables are securely connected
  • Move the router closer to a window for better signal reception
  • Ensure the router’s LED lights are displaying normal status indicators

If these steps don’t resolve the issue, contact our technical support team. We’ll walk you through additional troubleshooting or arrange a replacement router if needed.

Contact Our Support Team

Please contact us either by calling or emailing us. See below for contact information.