San Raphael FAQs

The Smartaira team will be onsite starting Monday, September 30th upgrading your Internet service.

Smartaira is a new provider for San Raphael.

We will be upgrading your services from 300 Mbps to 1 Gbps. This transition will require a short period planned downtime for each building.

The plan is to switch one building per day. We will be starting with Building 1 on Monday, Building 2 on Tuesday etc.

Between 10am and 11am, we will disconnect the old service and reconnect the whole building to the new faster service.

This initial switch is when the network will be offline for a short period of time.

We are not changing any Internet equipment or wiring in your condo unit. Your existing Wi-Fi Router should work fine with the new service.

You should not have to reboot your router, but if your service is not restored by 11am. That would be a good first step.

After your building is switched to the new network, our team will be going door to door to test and certify each unit is working properly and receiving full signal quality.

This process will ensure the long-term reliability of your service.

If you are not home when we visit, we will leave a door hang with information for scheduling a return visit on Friday or Saturday.

Our biggest concern is your wiring.

Since this service is significantly faster than your previous service, it is less "forgiving" when it comes to loose connections or damaged wires.

Before our team leaves the property at the end of the project, we would like to test and certify every unit.

We appreciate your hospitality and willingness to let us in your unit to ensure the service is performing properly.

If your Internet service is not working after your building is upgraded, you do not have to wait until Friday for an appointment.

Call us right away at 310-947-8776, and we will have a technician stop by. Our technicians are onsite 10am-7pm.

Appointments will be available on Friday (10/4) and Saturday (10/5).

You can schedule your visit at:

https://smartaira.com/sr

Smartaira associates are available to assist you 24 hours a day, 7 days a week via phone.

Between 7am and 7pm PT, we also have agents monitoring email, text (SMS), and online form requests.

Phone: 310-947-8776
Email: support@smartaira.com
Text: 310-947-8776
Web: https://smartaira.com/help/

The Smartaira Internet service will provide up to 1 Gbps performance for both downloads and uploads (symmerical).

The realized speed will be closer to 940 Mbps due to some network overhead for standard IP packets.

The maximum network speeds will require a wired connection between your router and device. TVs and gaming devices are common devices users will connect with a cable.

Your new Smartaira Internet services provides symmetrical (same upload/download) performance up to 1 Gbps (940 Mbps after network communications overhead is removed).

To experience the full bandwidth of this service, your devices must be connected via wire to your Wi-Fi router. Typical routers provide 4 ports for wired devices.

Wireless performance will vary based on your Wi-Fi router model and the wireless device you are connecting. Factors such as obstructions, distance to router, and RF noise also contribute to wireless performance.

No, Smartaira plans are always unlimited. So, go ahead and download, upload, or stream as much data as you want.

The Wi-Fi Router in your unit is not provided by Smartaira.

You may use any standard Wi-Fi router and manage your own credentials.

If you would like to change the current settings, we suggest visiting the manufacturer's support page for brand/model specific instructions.

No, the Wi-Fi router you have now should work fine.

Smartaira is not providing any Internet or Wi-Fi equipment for residents to rent or purchase.

The performance of the new network is faster (3x) than the previous network and will support the latest Wi-Fi routers.

Yes, VoIP telephone service is available through Smartaira. Call our support team at 310-974-8776 to request this service.

If you have VoIP today and would like to use the same phone number, we can transfer that number to the new line.

Not at this time.

Visit https://smartaira.com/dtv

You will need your address and unit number.

You account includes the Entertainment package and two (2) Gemini receivers with voice remotes.

If you buy any upgrades or premium channels, a credit card will be required.

The DIRECTV STREAM website will be ready on September 30th.

https://smartaira.com/dtv

Even if you are in a building getting an Internet upgrade later in the week, you can get started with DIRECTV STREAM on Monday.

DIRECTV provides support for all DIRECTV STREAM customers.

They have a dedicated team that supports customers living in multifamily communities, so we recommend calling that team vs. the standard DIRECTV support team.

Call DIRECTV at 1-866-258-8766

San Raphael chose the Entertainment package for all its residents, however, you can upgrade this base plan (and choose premium channels) when you set up your account.

Each condo unit will receive two DIRECTV STREAM Gemini receivers by default. You will order these during the account setup process. The receivers will be shipped to you (expect 2-3 delivery). They are self-install devices. Instructions will be provided.

No, you do not have to wait for your Gemini Receivers to arrive to begin enjoying DIRECTV STREAM.

Once you setup your account, you are good to go. Start streaming!

Any device (TV, Tablet, Phone, or Streaming Device) that has the access to the DIRECTV STREAM app can start streaming the services right away.

Just log in with your DIRECTV STREAM credentials.

The Gemini devices are advanced streaming devices designed specifically for DIRECTV. They come with a Google Voice Remote and can support other streaming services too to help unify your streaming experience.

The receiver is property of DIRECTV and must be returned to avoid penalty.

We understand the DIRECTV satellite service will remain active through late October for a smooth transition to DIRECT STREAM.

Please contact your current DIRECTV provider for instructions regarding the return.