General FAQs

How does it work?
UbiFi uses the VERIZON® 5G/4G/LTE signal to establish the internet connection.  In most cases, you just need one of our routers to get service.  However, we recommend having us check the coverage and tower proximity for your service address to determine expected service quality prior to placing the order. We are available via chatemail, or phone.
What kind of speeds can I expect?
We offer service plans with speeds up to 200Mbps. However, because the service is based on a wireless 5G/4G/LTE connection, speeds will vary based on network coverage, tower proximity, and network traffic. While we don’t guarantee speeds, we can check the different network parameters for your service address to estimate the service quality prior to you placing your order. We are available via chatemail, or phone.
Where is the service available?
The service is available throughout the US. As long as you have 5G/4G/LTE signal, we should be able to get you connected. Please contact us via chatemail, or phone to determine service eligibility and the equipment needed.
Can I stream video with this service?
Yes, you can stream videos in up to High Definition (HD) resolution. Although video streams may be de-prioritized based on network needs.

Please note: our service utilizes dynamic IP addresses that might place your specific location outside of your local area. If you plan on using streaming services for local programming, this may prevent you from streaming local channels from your locality.
Can I play online games with this service?
Yes, typical latency response is ~75ms with our service, which is sufficient for most gaming applications.
Can I try out the service?
Yes, we offer a 14-day free trial for the service plan along with a 14-day return/exchange policy for the equipment that starts from the date of delivery.

Please note: a 15% restocking fee applies to all returns.  Full details on our return policy can be found here.
Is there a service contract?
No, the service is offered on a no contract basis with billing via auto-renewal.  You can cancel the service at any point by returning your equipment.  Simply contact us at [email protected] to arrange for a prepaid return label and cancellation.
 
If cancelling during the initial 14-day trial period, you can return the equipment for a refund for the equipment cost, minus the 15% restocking fee.
What equipment will I need to get started?
In most cases, you will only need a router to get started.  However, we recommend having our team analyze the network coverage for your service address to determine if additional equipment may be needed or recommended.  We are available us via chatemail, or phone.
Is it complicated to install?
Most of our routers are plug-and-play, so all you have to do is connect them to power, allow them to boot up, and you’re up and running.

If you opt for an outdoor antenna or the Outdoor 5G/4G LTE CPE Modem, more time and patience will be needed for installation. We’re here to help with determining the best location and positioning for the equipment.  Please contact us via chatemail, or phone.
How can I order?
You can place your order by clicking here.
How long does shipping normally take?
Most products leave our warehouse in 1-3 business days. However, please refer to the specific product page for the best shipping estimates.
What if the service doesn’t work as expected?
We offer a 14-day free trial for the service plan and 14-day return/exchange policy for the equipment.  If the service isn’t working out as needed, please contact us via chatemail, or phone and we’ll issue an RMA and email a free electronic return label to the email address on file.

Please note: a 15% restocking fee applies to all returns.  Full details on our return policy can be found here.
What is your cancellation policy?
You can cancel the service at any point by returning your equipment.  Simply contact us at [email protected] to arrange for a prepaid return label and cancellation.

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