FAQs


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 and Philadelphia.

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 1,000Mbps --- that’s up to 200x faster than Time Warner Cable. Our services are trusted by hundreds of organizations including 1-800 Flowers, Planet Fitness, DigitalOcean and more.

What’s the difference between Pilot and Time Warner Cable?

In short: we’re faster, more reliable, and provide an amazing customer experience. Pilot is a 100% fiber-optic ISP, whereas Time Warner Cable operates over coaxial cable lines.

Do you offer residential internet service?

Nope. For now, we’re fully focused on providing awesome business internet.

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 100Mbps package or the 1,000Mbps package?

The 100Mbps package is suited for businesses with between 1-20 employees, or companies with very light internet usage. The 1,000Mbps package is suited for businesses with heavier internet usage and/or more than 20 employees.

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 100Mbps - we mean 100Mbps upload speed and 100Mbps 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!

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 100Mbps package or the 1,000Mbps package?

The 100Mbps package is suited for businesses with between 1-20 employees, or companies with very light internet usage. The 1,000Mbps package is suited for businesses with heavier internet usage and/or more than 20 employees.

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 and Philadelphia. To find out if Pilot can service your address, simply go to /#availability

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.