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Frequently asked questions

What we are asked most about the internet service, payments, support and our systems. If your question is not here, write to us on WhatsApp and we will answer.

Technical support

When the service isn't working as it should.

Payments and invoices

How to pay, get an invoice and report a deposit.

Signing up for internet

Coverage, installation, plans and changes.

Software and CRM

Custom development, demos and licenses.
Technical support

When something isn't working

I have no internet, how do I contact support?

By WhatsApp at 442 138 8102 (the fastest way), by phone at the same number, by email at soporte@fishernetworks.net or by opening a ticket from your customer account. We don't do hold queues: you are served by a person who can see your installation.

My internet is slow, what do I check before reporting?

Restart the router (unplug it for 30 seconds), test the speed by connecting a device with a cable and check how many devices are downloading at the same time. Most "slow internet" cases are the WiFi inside the home, not the link. If the speed does arrive over cable, it is an internal network matter and we help you with that too.

Why do you sometimes call me before I report?

Because we monitor the network 24/7. When the system detects that your link has degraded or gone down, we contact you ahead of time instead of waiting for your report.

Will you charge me for the support visit?

Visits for failures of the service or of our equipment are not charged. If the problem is caused by damage to the installed equipment, moving the equipment to a new address or something outside our network, we tell you the cost before doing the work.

Will you warn about maintenance outages?

Yes. Maintenance and upgrades are scheduled and announced, and we try to do them at times that don't affect work or classes.

Payments and billing

Your account and your receipts

I already paid my invoice, but it still shows as overdue. Why?

Send us your payment receipt on WhatsApp or upload it from your customer account to validate it. Sometimes automatic reconciliation doesn't recognize the deposit and it has to be applied by hand; as soon as we validate it, your status updates.

How can I pay for my service?

From your online customer portal, by bank transfer, in cash with your account executive or by reporting your payment on WhatsApp. All payments are recorded in your account with their receipt.

Where do I see my receipts and my history?

In your residential customer account you have the complete history of receipts, applied payments and support tickets. You can also check it from the mobile app.

Do you issue tax invoices?

Yes. Share your tax details (RFC, company name, tax regime and CFDI use) with your account executive or write to ventas@fishernetworks.net and we will issue it.

What happens if I am a month late?

Before suspending, we contact you. If you have a one-off problem, talk to us and we will find a way to work it out: we prefer an agreement to cutting your service.

Signing up for internet

Before signing up

How long does the installation take?

We schedule the installation in under 3 business days after validating coverage at your address. If there is availability in the area, it is often the next day.

Is there a data cap or do you slow my speed?

No. All residential plans have unlimited data and we do not throttle speed based on usage.

Does the price go up after a few months?

No. You have a fixed-price guarantee for 12 months from signing up. What you contract is what you pay, with no promotion that expires in the third month.

How do I know if there is coverage at my home?

Send us your address with references by WhatsApp or from the coverage form. We check whether there is fiber on your street or line of sight to the tower and confirm at no cost.

Fiber or wireless? Which one do I get?

It depends on your area. Where we already have a fiber network it is the best option because weather does not affect it; where it doesn't reach yet, the wireless link gives good service and installs faster. You can see the differences on the technology page.

Can I change plans later?

Yes. You can upgrade when you need to and the speed change is applied without reinstalling equipment or paying a reconnection fee.

What happens if I move?

If your new address is within the coverage area, we move your service. Let us know a few days ahead to schedule the change.

I need internet for my business, is it the same service?

For shops and offices we have the Business plan, and for companies that need guaranteed, symmetric bandwidth we offer dedicated links with a fixed IP. Write to us and we will put together a proposal.

Software, CRM and ERP

Developments and systems

I need a quote for a custom application or a mobile app

Contact your account executive or write to proyectos@fishernetworks.net to assess your need. We give you a written proposal with scope, cost and timeline before starting.

I am interested in a demo of the CRM or the ERP

Write to proyectos@fishernetworks.net and we will assign you a demo with test data. You can also review the CRM features and the ERP features, which include screenshots of the real system.

Is the CRM suitable for running my own ISP or WISP?

Yes, it is exactly what it was made for: customers, services, collections, tickets, inventory and Mikrotik equipment management. It is the same system we run our own network with, so it is proven in production every day.

Can I request changes or new modules in the system?

Yes. The development is ours, so we can adapt modules or build the ones you are missing. They are quoted separately according to scope.

Do you provide hosting and domains for my website?

Yes: dedicated servers, hosting, domains and corporate email. You can see the options on the servers page or in the online store.

Didn't find your answer?

Write to us and a real person will answer you, with no robots or option menus.

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Fully compliant with the IFT, Profeco and CFE

Single Concession and Reseller Permit from the Federal Telecommunications Institute (IFT).

  • Federal Telecommunications Institute
  • Profeco
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