Quick Facts About Our Service
Do I have to sign a contract? Do you really have month-to-month plans?
We do have plans that require no contract! No contract plans are month-to-month. You can cancel your service with us at any time by notifying us. (We also have contract options available to help with the cost of equipment.)
Do you run credit checks?
We do not run credit checks.
I live out in the middle of nowhere. Can you service my address?
Do any of your plans throttle speeds?
Essentially all plans have throttles. Here is the deal… if you live in downtown L.A. and try to surf the web during rush hour, you may not receive the highest speeds because the cell towers get congested. Unless something similar like this happens to you, then all should be well. Legally we must let you know that where you will be utilizing our service, the carriers may work on the cell towers close to you at any time and that could slow your speeds. Typically the slow speeds are temporary while they’re doing their maintenance, but can sometimes last several days. But, the benefits of tower maintenance generally outweighs the downtime! We have no control over possible network optimizations being conducted by major carriers if any of their cell towers are being updated or de-prioritized, but we will always work with you to determine if the issues you may have are carrier related or equipment related.
What happens if I pay for the equipment and service and it doesn’t work for me?
We would never want you to keep a service that doesn’t meet your expectations. We offer a 100% equipment refund on indoor equipment up to 5 business days after receiving the modem and up to 30 days on outdoor equipment. Many things can affect a good signal such as mountains, valleys, trees and walls. Please also keep in mind that our carrier’s maps aren’t always 100% accurate.
Can I put my account on hold or pause it for a month or two?
Our services do not allow for this. Our aim is long term clients. However, you may cancel your service whenever you’d like. We don’t charge any cancellation fees unless you’re in a contract plan and service is terminated before your contract end date. You could simply restore service whenever you’d like for a $25 reconnect fee.
What are the average speeds?
The speeds of all our modems depend entirely on the signal from the cell towers in your area. Outdoor modems will almost always get faster speeds because they are located outside and are much more powerful than the indoor modems. Depending on your location and signal strength, indoor modems can usually get up to 50 Mbps Download Speeds and outdoor modems can get up to 150 Mbps Download Speeds. However, we do not guarantee any speeds. Download speeds and upload speeds at any given time are determined by the tower.
Can I bring my own device?
Our service requires equipment that we provide. Our equipment is customized with our firmware which allows us to manage and troubleshoot issues remotely. Our technicians are fully trained and specialize in our modems.
How many devices can I connect to 1 modem?
A safe bet would be around 10-15 devices on our combined indoor modems. However, please keep in mind that the more devices that are connected, the slower your speed to those devices may become. If you are needing to connect more than 10-15 devices, WiFi extenders can be purchased to allow for more device connectivity. The outdoor modems have a separate WiFi System which allows you to connect up to 120 devices!
Will the modem work for me when I travel?
The indoor modems are wireless and can be used “on the move”. We’ve tested them on interstates in vehicles and they tend to work well. There are times when heading into wooded areas or valleys/mountains, the signal may cut out. However, if you are on open roads with many cell towers around the carrier you are utilizing… then it’s relatively steady.
We would recommend using it in one place overall, but traveling with an indoor modem is optional. Just don’t expect perfect, constant signal. We also may not be able to help troubleshoot issues if you are traveling to places where connectivity is limited.
Can you guarantee that my service won’t be interrupted?
The only way your service would be interrupted is if your equipment malfunctions or issues with the cell tower.
If your internet stops working for no reason, we will be happy to troubleshoot with you to figure it out and get you back up and running. We will treat you more than fair, but in return, we’d appreciate the same!
Another thing to note is the major carriers may change their plans throughout their company nationally, which of course, no one can guarantee. In other words, if the major carriers decide not to honor specific plans anymore… there is nothing that we can do and we can’t be held responsible for their decisions or actions. We will however do our best to provide the next best options to keep your service going.
Can I change the settings on the modem?
We ask that you never mess with any of the settings or tamper with the unit without instructions from a technician. In doing so you will jeopardize the service. Our modems require certain settings to allow them to communicate correctly with the towers.
The picture on your site doesn’t look like the modem I received?
Our modems go through manufacturing rotations due to supply and demand… you may receive a modem that is a different from the one pictured on our site. Not to worry, though! If this should happen, we assure you that all of our modems have been approved, tested and are of equal performance!
I don’t have the money to pay you for my service next month. Can you help me out?
We only accept monthly payments in the form of auto drafts (eChecks) from your bank. These transactions are done automatically and will be on the same day every month. The draft date is based on the date of the month you receive your equipment or your installation date. We would be forced to suspend your service if payment isn’t completed on your recurring transaction date. If your bank disputes the payment, for insufficient funds, which is also the same as writing a “hot check”, you will have be responsible for the added fees we are charged plus a late fee before we will reinstate your service.
What are your office hours?
Our office hours are Monday – Friday, 8:30 AM to 5:00 PM, CST. We are closed from 12:00 PM – 1:30 PM for lunch.
Do you offer bulk discounts if I need to order multiple modems for my family and my business?
I’m 17, can I sign up for your service?
No, you must be 18 or older to order to sign up.
Once I sign up for one of your plans, do I own the account and the modem?
The modem is yours to keep unless you opt into a service agreement and terminate service before the contract end date. The account however belongs to us. Your first initial invoice includes your modem fee, your first month of service and the shipping fee if purchasing an indoor modem. You may cancel your service with us at any time. We must be notified 7 days in advance of your billing cycle to avoid any further charges. We do not offer pro-rated refunds for cancelling mid-month. We are not credited for any lines that we cancel mid-cycle, therefore we can’t pass a credit on to you.