FAQ

Intro

Who is Pilot for?
Pilot is for businesses that recognize the importance of fast, reliable internet and value the ease of working with a customer-centric ISP. Pilot is currently available to businesses in New York City, Philadelphia, and Washington DC
Why should I choose Pilot for our office internet?
Pilot offers the most reliable fiber-optic internet with transparent pricing, no annual contracts, and speeds over 1 Gbps. Our services are trusted by hundreds of organizations across multiple cities, and our customer experience is unlike any other in the telecom industry.
What’s the difference between Pilot and Spectrum?
In short: we’re faster, more reliable, and provide an amazing customer experience. Pilot is a 100% fiber-optic ISP, whereas the majority of Spectrum services are operated over copper lines.
Do you offer residential internet service?
Nope. For now, we’re fully focused on providing awesome business internet.

Pricing and Billing

Do I have to sign a long term contract?
No! All of our services are month-to-month and you can cancel at any time.
Is there a setup or installation fee?
Yes. We do charge an installation fee typically equal to one month’s service. Should your building require any additional fees for installation, our sales team will notify you prior to placing your order.
How am I billed?
We email you an invoice 15 days before it is due. On it’s due date, we will automatically attempt to charge your credit card if we have it on file.
What forms of payment do you accept?
We accept Visa, MasterCard, Discover, and American Express. We also accept payment by ACH and wire transfers. If you are an Enterprise organization and must pay by Check or Purchase Order, please contact our sales team.
Are there any additional taxes or fees?
No. The pricing on our website is fully inclusive of any applicable taxes or fees. The price you see is truly the price you pay.
Do you offer refunds?
Unfortunately, we do not offer refunds. If there are extenuating circumstances, please contact our support team.
How do I know if I need the 100 Mbps package or the 1 Gbps package?
The 100 Mbps package is suited for businesses with between 1-20 employees, or companies with very light internet usage. The 1 Gbps package is suited for businesses with heavier internet usage and/or more than 20 employees.

Technical

What is fiber-optic internet and how does it work?
Traditional copper and coax internet uses electrical current flowing through copper cables to transmit your internet signals. Fiber-optic internet works by sending pulses of light through a tiny strand of glass.
What does symmetrical bandwidth mean?
Symmetrical bandwidth means that your max upload speed and max download speed are the same. For example, when we say 100 Mbps - we mean 100 Mbps upload speed and 100 Mbps download speed.
Do you support IPv6?
Yes. To request IPv6 address space, please contact our support team.
Do you support BGP?
Yes. To establish a BGP session, please contact our support team.
Do I need to supply a router?
Yes. Pilot only provides an Optical Network Terminal (ONT). You will need to connect a router/firewall to the ONT to deploy the service to your internal network. If you need suggestions for a quality router/firewall, we're happy to help!

Support

How can you guarantee 100% uptime?
We guarantee that everything on the Pilot network will function 100% of the time, but unfortunately we can’t control things like natural disasters and cable cuts. If we ever fail to deliver 100% uptime, we automatically provide account credit. Full details on our uptime guarantee are available at /legal.
What happens if my internet goes down?
If there’s ever a problem with your Pilot service, we do our best to proactively notify you as soon as we identify an issue. If you notice something’s wrong, you can reach us 24/7 by phone, email, or text message.
What speeds on average can I expect during normal business hours?
During normal business hours, our customers are typically able to utilize at least 95% of their speed.
How do I reach support?
We're reachable 24/7 via our customer portal and email. If you need to speak to a human, you can call us at 855-578-5500, any time of day.
Are there any additional taxes or fees?
No. The pricing on our website is fully inclusive of any applicable taxes or fees. The price you see is truly the price you pay.
Do you offer refunds?
Unfortunately, we do not offer refunds. If there are extenuating circumstances, please contact our support team.
How do I know if I need the 100 Mbps package or the 1 Gbps package?
The 100 Mbps package is suited for businesses with between 1-20 employees, or companies with very light internet usage. The 1 Gbps package is suited for businesses with heavier internet usage and/or more than 20 employees.

Getting Pilot

Will there be downtime when the service is installed?
No. We will not disrupt your existing internet connection when our service is installed. You will be able to switch over from your existing Internet Provider at your convenience.
Can you provide services other than what’s listed on your website?
Absolutely. To receive a quote for services like IP transit, dark fiber, and wavelengths, please contact our sales team.
How do I know if Pilot can service my building?
Pilot services many commercial addresses in New York City, Philadelphia and Washington DC. To find out if Pilot can service your address, go here.
How quickly can my service be installed?
If Pilot is already available in your building, the current lead time is: 5 to 15 Days. If Pilot is not yet available in your building, the current lead time is 30 to 60 Days.

Let’s connect and get you connected

How did you find out about Pilot?