Q: Why is there an installation fee?
A. We do not charge any monthly taxes or rental fees, what you see is what you pay. We provide the modem/wireless router, no additional equipment is needed. For each new customer we come onsite and install new cabling, a new antenna and a new router. And finally, we do not perform a credit check. By charging the upfront fee, it helps us keep your monthly bill lower and cover the cost of all those services.
Q: What is a Non-Standard installation?
A. Most installs are a standard install and covered by the $175 install fee. A nonstandard fee will never apply without prior notice to you by the tech installing your internet and approval from you the customer. Common non-standard install fee situations include things like: extending your internet to multiple buildings or installing multiple wireless access points for extra coverage, or needing to dispatch multiple times for you failing to keep your install appointment.
Q: Can my install fee be broken up into payments?
A. No, install fees are due in full the day of your installation.
Q: Does weather affect this service?
A. No, rain, snow, fog, etc do not affect the service.
Q: Will you come check my house for service?
A. No! We do not come to your house for any reason prior to install. The software we use to determine coverage is able to give us a very good idea if you can get our service or not without coming on site. When we schedule to come onsite, we are coming there to install the service. The tech will test the signal prior to installing the equipment and if signal isn’t good enough there will be no charge to you. Our team in the office is more than happy to assist you with questions prior to scheduling an install.
Q: I sent in a request and haven’t heard back yet, why not?
A. Our team does their absolute best to respond via email to all new service requests within a day during regular business hours. If you have not seen a reply within 24 hours (weekends and holidays excluded) please check your spam/junk folder and you will likely find our response there.
Q: Why do you handle scheduling through email instead of calling?
A. Emails give us a paper trail of documentation of all communications between us and our customers. This will protect both you and us. Also, emails are a better use of your time and ours as it allows both of us to communicate as time allows.
Q: What does “not a satellite provider” mean?
A. Satellite providers give you a connection to the internet via a satellite in orbit that is thousands of miles aways. Your connection to the internet with us is delivered to you from towers on the ground, usually under 10 miles away which means a much faster and much more reliable service. While both may use a dish antenna, that is the only similarity.
Q: I can get faster speeds with a cable company, why should I choose you?
A. Broadband internet is defined by the FCC as 25Mbps download and 3Mbps upload. Studies show the average home and business does not use more than this. While the cable companies advertise much faster speeds, the fine print says they are “up to” speeds. We do our best to make sure you always get the same or more speed than what you pay for rather than selling an “up to” speed that you may not need and may not get anyway. Our service is backed by friendly local support, and we believe is the best service around!
Q: A company offers lower rates than you, will you match them?
A. No. We do not offer promotional rates that expire after 6 months or a year. What you see is what you pay. We have never had a price increase for existing customers and will continue to keep prices the same as long as possible!
Q: What if I have issues on the weekends or after your business hours:
A. Outside of acts of God such a lightning hitting a tower, or major utility outage at the power or fiber companies, we seldom have issues at any time. The best way to get after hours support is to message us on Facebook or email us at email@example.com.
Q: Someone nearby me has your service but I was told I am unable to, why?
A. Our service needs clear line of sight from our tower to your house. Hills and trees are the biggest issues. Without line of sight we cannot get you service.
Q: Can I get on a list to know when there is coverage in my area?
A. No, not currently. The best way to know when new towers are live is to follow our Facebook page. We always post about new coverage there.