ZIRKEL FAQ

General Information

Q1: Who or what is ZIRKEL Wireless?

A: ZIRKEL Wireless (formerly known as ZIRKEL) is a local wireless Internet Service Provider dedicated to delivering reliable, high-speed internet service. We pride ourselves on community-focused support, innovative technology, and personalized customer service. Serving Northwest Colorado since 2001, we offer internet, WiFi, VoIP phone, security camera solutions, and custom network services to homes and businesses in Routt, Moffat, and Grand counties.

Q2: Where do you provide service?

A: Our primary service area includes Routt, Moffat, and Grand Counties in Colorado. To check if we serve your location, please visit our website’s coverage page or contact our sales team at:

Phone: (970) 620-8969
Email: sales@zirkel.us

We are also affiliated with sister companies ElektraFi (serving Northeast Colorado and Southeast Texas) and Speed of Light Broadband (serving North Texas).

Q3: Who is behind ZIRKEL Wireless?

A: We are a local ISP with deep community roots and are proud to operate as a flagship service under the ElektraFi brand. Our CEO is based in Winter Park, and our leadership team is located right here in Northwest Colorado, dedicated to delivering exceptional connectivity and support.

Service Plans & Pricing

Q4: What internet plans does ZIRKEL Wireless offer?

A: We offer a range of plans tailored for both residential and business customers. Our plans vary by speed, data limits, and additional features. For a detailed breakdown of our plans and pricing, please visit our Plans & Pricing page or contact our sales team at (970) 620-8969.

Q5: Are there any data caps or throttling policies?

A: All of our plans include unlimited data, ensuring consistent performance without data caps or throttling.

Q6: Do I need to sign a long-term contract?

A: Contract terms vary by plan:

Legacy Plans: Delivered month-to-month.
fiberWave Plans: Come with a 6-month contract.
Longer-Term Contracts: Available for discounted pricing.

Please review your plan details or speak with one of our Customer Service Representatives for more information.

Installation & Equipment

Q7: What equipment is needed for ZIRKEL Wireless service?

A: We schedule an installation appointment to mount a radio antenna on the exterior of your home or business, aligning it with one of our local towers. We then install one of our Managed WiFi routers (or you may supply your own). The pricing listed on our website includes Managed WiFi service.

Q8: How does the installation process work?

A: Once you sign up, our team schedules your installation at the earliest available time. During the appointment:

A technician installs a radio antenna on the exterior of your building and runs an ethernet cable indoors.
A WiFi router is installed, and if needed, we expand the network using Mesh access points.

Note: For VoIP phone service, security cameras, or other specialized services, we ensure that all work orders, equipment, and configurations are in place before scheduling your appointment.

Q9: Can I upgrade or change my equipment later?

A: Absolutely. As technology evolves or your needs change, you can upgrade your equipment. Some speed upgrades can be completed remotely, while others may require a technician to visit your location. Please contact our customer support team to discuss upgrade options.

Technical Support & Troubleshooting

Q10: How do I contact technical support?

A:Our technical support team is available through:

Phone: (303) 865-9434
Email: support@zirkel.us
Live Chat: Available on our website

Support Hours:

Monday to Friday: 7 AM – 10 PM Central Time
Saturday: 8 AM – 5 PM CST
Sunday: 8 AM – 4 PM CST

Q11: What should I do if I experience connectivity issues or service outages?

A: If you experience issues, please follow these steps:

1. Restart your equipment:

Reboot your ZIRKEL Antenna and Managed WiFi Router.
The antenna is powered by a black Power Over Ethernet (POE) box located near a grey ground box marked with a ZIRKEL sticker.
Unplug both the POE adapter and your router’s power adapter for 10–20 seconds before plugging them back in.
Important: Do not press the reset button on the router.

2. Check for local outages:

Call our support line at (303) 865-9434. Outage updates are typically posted via our phone system and on our Facebook page.

3. Contact support:

If the problem persists, reach out to our technical support team at (303) 865-9434 or support@zirkel.us. We will run diagnostics and, if necessary, dispatch a technician.

Q12: How can I improve my WiFi signal?

A: To optimize your WiFi signal, we recommend:

Placing your router in a central, open location away from obstructions and electronic interference.
Allowing the router room to “breathe” (much like a light bulb shouldn’t be hidden in a corner).
Positioning Mesh units so they have a clear(ish) line of sight to the main router (for example, near a stairway or an open door).

Our technical support team is happy to provide personalized tips for improving your setup.

Billing & Account Management

Q13: How do I pay my bill?

A: Bills can be paid online through our customer portal at http://billing.zirkel.us, by phone, or by mail. We accept major credit cards, debit cards, and electronic checks. For assistance with account access, please contact our customer support team.

Q14: How can I update my account or billing information?

A: Simply log in to your online customer portal to update your contact or billing details. If you need help, our support team is available to assist you.

Q15: What if I have a billing issue or discrepancy?

A: For billing questions or concerns, please contact our billing department at:

Phone: (303) 865-9434
Email: billing@zirkel.us

We strive to resolve issues promptly and accurately.

Q16: How do I cancel or suspend my service?

A: We’re sorry to see you go! To cancel or suspend your service, please contact our customer support team. They will guide you through the process, explain any applicable fees, and outline equipment return policies. Note: Newer equipment must be returned, while older legacy equipment may either remain on the building for future occupants or be discarded.

Security & Privacy

Q17: How do you protect my personal information?

A: Your privacy is paramount to us. ZIRKEL employs advanced security protocols and encryption technologies to protect your personal data. Once payment information is entered, our teams no longer have access to it, and we do not collect or sell usage data. For more details, please review our Privacy Policy.

Q18: Is my internet connection secure?

A: Yes. Our network incorporates robust security measures to safeguard your online activities. Additionally, our suite of Managed WiFi products can be tailored to meet your security needs, ensuring a secure network for your home or business.

Promotions & Updates

Q19: Are there any current promotions or discounts available?

A: We periodically offer promotions and discounts to both new and existing customers. For the latest promotions, please contact our sales team at (970) 620-8969 or sales@zirkel.us.

Q20: How can I stay updated on service changes or network upgrades?

A: We share updates via email, SMS, social media, and soon on a dedicated news section on our website. We’re also developing a newsletter—stay tuned for more details on how you can subscribe and receive the latest updates.

Additional Questions:

Q21: What is your lowest priced plan?

A: According the pricing page on our website, the lowest priced plan we offer is $59.95. However, if you reach out to our sales team, we are regularly offering new sign-up promotions.

Q22: Do you have a re-occurring rented router fee?

A: All prices listed on our website include the cost of a Managed WiFi router. We separate the billing on your invoice, but the final amount will match our advertised pricing.

Q23: What does it cost to add a mesh unit to my network?

A: We charge a one-time $50 setup fee and $5 per month for each mesh unit added to your account.

Q24: What do you charge for VoIP phone service?

A: We charge a one-time setup fee of $50. If you need to port a number into our system, there is a $25 port fee. Each line is approximately $25 per month.

Q25: Can you list out your speeds and prices?

A: We offer 3 legacy plans, 20Mbps, 35Mbps, and 50Mbps, all at $59.95 per month. We will provide the fastest speeds available at your location. With our new fiberWave plans, we offer the following plans:

50Mbps x 10Mbps: $69.95

100Mbps x 20Mbps: $89.95

200Mbps x 40Mbps: $99.99

400Mbps x 60Mbps: $109.99

650Mbps x 125Mbps: $139.99

Q26: Where is ZIRKEL's office located?

A: Our office is located at 1856 Kamar Plaza, Steamboat Springs, CO 80487.

Q27: What is the cost of a Site Survey?

A: We charge $75 to come out and see if your location can get service or not. If we can serve your location, we'll apply the $75 to the cost of your installation.

Q28: What are the cancellation fees?

A: If you are within a contract and need to cancel, we charge an early termination fee up to $175, or the remainder of your contractual agreement. If you are in a month-to-month agreement, you can submit a cancellation request and we will process it on our end. We may need to get some equipment back after cancellation, or you may be subject to a non-returned equipment fee. Reach out to our customer support team and we'll get it taken care of for you.

Q29: Can I transfer my current account to a friend?

A: Yes, you can. We will need your friend to call us to create a new account. Once established, we can move the equipment to their account and establish billing parameters, create an online billing portal login, and change the WiFi credentials if you're using a Managed WiFi router.

Q30: I cannot log in to my Grand County Internet account.

A: If your internet service isn’t working, we recommend starting by rebooting your equipment. If you’ve already done that and still have issues, please call our support line at 303-865-9434.

If your difficulty is specifically with logging into the billing portal, note that we recently transitioned from Grand County Internet’s portal to ZIRKEL’s billing portal, now located at https://billing.zirkel.us. I can transfer you to one of our local representatives for further assistance, or you may contact our support team directly.

Q31: Why isn’t my login for Grand County Internet working?

A: If you are having trouble logging into the billing portal, please note that we recently transitioned to ZIRKEL’s billing portal at https://billing.zirkel.us. I can transfer you to one of our local reps for help, or you can call our support team at 303-865-9434.

Q32: I need to schedule a tech to check my signal strength (I’m a Winter Park client).

A: We can have one of our local reps review your account to determine if there’s a remote solution. If necessary, we’d be happy to schedule a service call for you. Also, please note that we are deploying some exciting upgrades in the Grand County area.

Q33: I will be moving to an apartment in Lumberton, Texas, and I need Wi-Fi internet service.

A: One of our local representatives will need to assist you with this transition. You can either reach our sales department at 303-241-4000 or I can transfer you directly to one of our reps to get started. Which option would you prefer?

Q34: What is the ZIRKEL portal link?

A: ZIRKEL’s billing portal can be found at https://billing.zirkel.us. If you need assistance logging in, I can transfer you to one of our friendly local representatives.

Q35: What is the price for zip code 81625?

A: All of our pricing is consistent across our service area. Detailed pricing information is available on our website at https://www.zirkelwireless.com/internet/. Alternatively, you can contact our sales department at 303-241-4000 to discuss current promotions and offers.

Q36: What are the cancellation fees?

A: Cancellation fees depend on your contractual agreement:

• Month-to-month service: No cancellation fees.

• Contract service: An early termination fee of up to $175 or the remainder of the contract, whichever is greater.

Q37: I still do not have internet. It worked this morning but not later in the day.

A: I’m sorry you’re experiencing this issue. We may need one of our local representatives to take a closer look. Could you please share the name on your account and your physical address so our team can investigate as soon as possible?

Q38: I already located the POE, power cycled it, but my internet is still not working.

A: If you’ve power cycled your Power Over Ethernet (POE) adapter and your service is still down, we may need to involve one of our support technicians. Please provide the name on your account and your physical address so that our team can investigate further.

Q39: I found the POE, but my internet is not working—why?

A: It appears you’ve located the ZIRKEL Antenna’s POE adapter. If you haven’t already, try power cycling it by unplugging the power cable from the wall for about 10–15 seconds and then plugging it back in (you should see a green light on the power brick). If the issue persists, please share your account name and physical address so one of our support representatives can assist you.

Q40: My internet is still not working.

A: I’m sorry to hear your internet service is still down. If you have already tried power cycling your equipment and the issue remains, please provide the name on your account and your physical address so our support team can promptly investigate the issue.

Q41: My internet is slow today—are you experiencing issues?

A: Could you let us know which area you’re in and how long you’ve been experiencing slow speeds? With our fixed wireless service, it’s important that the radio antenna maintains a clear line of sight to the ZIRKEL tower. Please try power cycling both your ZIRKEL Antenna and your wireless router. If the issue persists, provide your account name and physical address so our support team can check for any outages or technical issues.

Q42: Where is Stu?

A: Stu is currently assisting other customers. If you’d like to speak with him directly, I can transfer you to a human representative and request that they connect you with Stu.

Q43: Where is my internet?

A: Could you clarify whether you’re asking about the source of our internet bandwidth or if you’re experiencing an outage? If you’re having issues, please describe them in detail so we can assist you accordingly.

Q44: All my internet is out.

A: I’m sorry for the inconvenience. Please provide the name on your account and your physical address so one of our support representatives can investigate the outage for you as soon as possible.

Q45: What speeds would you recommend for watching the Super Bowl?

A: We recommend a minimum package of 10–15 Mbps for streaming the Super Bowl. For optimal performance, ensure your device has a strong WiFi signal—preferably by using an ethernet connection if available.

Q46: I need to schedule an appointment.

A: Please share the name on your account and your physical address, and our team will help schedule an appointment for you as soon as possible. If you’d prefer, I can transfer you directly to a representative to arrange this.