Frequently Asked Questions

We keep it simple! You'll need:

• Valid government-issued ID (driver's license, passport, etc.)
• Proof of address (utility bill, barangay certificate, etc.)
• Contact number and email address

That's it! Our team will guide you through the process on Facebook.

The fastest way to check availability is to message us on Facebook. We'll ask for your location and let you know right away if we can serve you.

You can also check our Coverage page for a list of areas we serve.

TrueFiber — You get 100% of your plan speed 24/7. No throttling, no surprises. Perfect for heavy users, gamers, and businesses.

Flex Plan — Your speed adapts based on time of day:

• 🌙 12am - 9am: 100% of plan speed
• ☀️ 9am - 5pm: 60% of plan speed
• 🌅 5pm - 12am: 30% of plan speed

Flex Plan is more affordable and perfect for light users who don't need full speed during peak hours.

Yes, we have a 12-month contract for both TrueFiber and Flex Plan. This helps us keep our prices low and provide better service to our customers.

If you need to cancel before the 12 months, there's a cancellation fee. Our team will explain all the details during your application.

Installation is absolutely FREE for all plans! No hidden fees.

We'll handle everything — from running the fiber cable to setting up your WiFi router. All you need to do is enjoy your new internet.

No hidden fees! What you see is what you get:

• ✅ Monthly plan fee only
• ✅ Free installation
• ✅ Router included (no rental fee)
• ✅ No data caps
• ✅ No surprise charges

We believe in transparency. If you have any questions about your bill, our support team is always happy to help.

Most installations are completed within 24-48 hours after confirmation.

Here's what to expect:

• Day 1: Availability check and application
• Day 2: Installation schedule confirmed
• Day 3: Our team arrives for installation

Installation usually takes 2-4 hours depending on your location and building setup.

Our technician will:

• Run the fiber cable from the nearest access point to your home/business
• Install the optical network terminal (ONT)
• Set up your WiFi router
• Test your connection speed
• Show you how to use your new internet

We'll make sure everything is working perfectly before we leave.

No, we provide a router for free! Every plan includes a WiFi router at no additional cost.

• ✅ TrueFiber plans: Premium WiFi router included
• ✅ Flex Plan: Standard WiFi router included
• ✅ No rental fees — it's yours to keep

If you already have a router you prefer, you can use that too. Just let our team know.

We currently serve multiple cities in Metro Manila:

• Pasig City
• Mandaluyong
• Quezon City
• Makati
• Taguig
• San Juan
• Marikina

We're expanding every month! Check our coverage page or message us on Facebook to confirm your specific location.

We're growing fast! The best way to know when we'll be in your area is to:

• Message us on Facebook and ask about your specific location
• Follow our Facebook page for expansion announcements
• Check our Coverage page for updates

We prioritize areas with the most interest. Your inquiry helps us plan our expansion!

We offer multiple payment options for your convenience:

• 🏦 Bank transfer
• 📱 GCash
• 💳 Credit/Debit card
• 🏪 Over-the-counter at partner payment centers

We'll provide you with all the payment details when you sign up. Our team will remind you before your due date.

We understand that things happen. Here's what to expect:

• 3 days grace period — No penalties
• After 3 days: Small late fee applies
• After 15 days: Service may be temporarily suspended

If you're having trouble paying, please reach out to us early. We're flexible and can work with you on payment arrangements.

Yes! We offer:

• 6-month prepayment: 5% discount on your monthly rate
• 12-month prepayment: 10% discount on your monthly rate
• Referral program: Get 1 month free when you refer a friend who signs up

Ask our team about these promotions when you apply!

We make it easy to reach us:

• 💬 Facebook: Fastest way to reach us
• 📞 Phone: +63 912 345 6789
• ✉️ Email: support@airteknetwork.com

Our support team is available Monday to Saturday, 8:00 AM to 6:00 PM. We typically respond to Facebook messages within minutes!

First, don't panic! Here's what to do:

• Step 1: Check if your router is powered on
• Step 2: Restart your router (wait 2 minutes)
• Step 3: If still down, message us on Facebook

Our team will diagnose the issue immediately. Most outages are resolved within 2-4 hours. We'll keep you updated every step of the way.

Absolutely! We provide free technical support for:

• 📶 WiFi connection issues
• 📡 Router configuration
• 🔒 Network security
• 📱 Device connection problems
• ⚡ Speed troubleshooting

Just message us on Facebook with your issue, and our team will help you fix it remotely. If needed, we can send a technician to your location.

TrueFiber is our premium plan that offers:

• ⚡ 100% speed 24/7 — No throttling, ever
• 📶 Dedicated bandwidth — Your speed is reserved just for you
• 🛡️ Priority support — Faster response times
• 🔄 No speed adjustments — You get what you pay for, always

TrueFiber is perfect for gamers, streamers, remote workers, and businesses who need consistent, reliable speed at all times.

It depends on your needs! TrueFiber is worth it if:

• ✅ You work from home and need stable video calls
• ✅ You're a gamer who needs low latency
• ✅ You stream 4K video frequently
• ✅ Your business depends on reliable internet
• ✅ You want peace of mind with 100% speed guarantee

If you're a light user who mostly browses and checks email, the Flex Plan might be a better fit for you.

Flex Plan automatically adjusts your speed based on time of day:

• 🌙 12:00 AM - 9:00 AM: 100% of your plan speed (full speed)
• ☀️ 9:00 AM - 5:00 PM: 60% of your plan speed
• 🌅 5:00 PM - 12:00 AM: 30% of your plan speed

These times are based on real data from our service area. Peak hours are 5PM-12AM when most people are home using the internet.

It depends on what you're doing:

• ✅ Browsing, email, social media: You won't notice any difference
• ⚠️ Video streaming: Standard definition is fine, 4K might buffer during peak hours
• ⚠️ Gaming: Online gaming works fine, but large game downloads are better done off-peak
• ✅ Video calls: Works well during all hours

Most Flex Plan users don't notice the speed changes during regular daily activities. It's designed to be unnoticeable for light to moderate users.

Absolutely! You can upgrade any time. Just message us on Facebook and our team will help you switch.

• ✅ No extra fees for upgrading
• ✅ Your new TrueFiber speed starts immediately
• ✅ We'll adjust your billing accordingly
• ✅ No contract renewal needed

You can also downgrade from TrueFiber to Flex Plan, but please note that contract terms may apply.

Yes! Both TrueFiber and Flex Plan are available for businesses.

We also offer:

• 💼 Dedicated business support line
• 📊 Custom plans for larger businesses
• 🔒 Static IP address (optional)
• 🛡️ Enhanced security features

Contact us on Facebook to discuss your business internet needs!

We're sorry to see you go! If you need to cancel:

• Message us on Facebook with your cancellation request
• We'll confirm your account details
• If you're within the 12-month contract, a cancellation fee applies
• We'll schedule the disconnection

We'll make the process as smooth as possible. Please note that any outstanding balance must be settled before cancellation.