Services FAQ

Q. What is meant by “Wireless Broadband”?

A. We refer to our service as Wireless Broadband because unlike DSL or Cable, there are no actual wires or cables connecting you to the service. We transmit service wirelessly from local towers. In order to receive our service, we install an antenna on your home, generally on the roof or other high-point, directed at one of our towers. Then, a wire is run from that antenna to your computer or router. In order to use the service wirelessly on your computer, you must have a wireless router.


Q. Will I need a permit or HOA approval to place it on my building or home?

A. You may still want to contact your homeowners association or landlord for any guidelines they may have on placement of the antenna. For more information, you can get a fact sheet from the FCC at or contact us with any questions.  Section 207 of the Telecommunications Act of 1996 prohibits restrictions on the use of “Over-the-Air Reception Devices” from government (cities or counties) or non-government (landlords or homeowner associations) entities. The ruling pertains to antennas less than 1 meter in diameter and less than 12 feet above roof line.


Q. How much radio frequency is emitted from your equipment?

A. Less than that of a baby monitor. Our equipment transmits at a level ten times less what leaks out of a microwave door during use — and our equipment is placed outside of your home or office!


Q. Can conditions like tree cover and distance from the tower affect my ability to get service?

A. In most cases, you need a direct line-of-sight to get service. Occasionally, we are able to use a different type of antenna to enable customers to get service, but heavy tree cover as well as distance from the tower will degrade the signal. Our customer service team will evaluate your line-of-sight and schedule an appointment if they feel you are within the line-of-sight area. If a technician comes to your location and is not able to establish a direct line-of-sight, you will not be charged.


Q. How does wireless broadband compare to dial-up.

A. Dial-up operates at 56Kbps. Our service operates from 1Mbps to 6Mbps depending on the service plan subscribed to, a performance improvement of 20 to 100 times dial-up. Our service is ‘always on’ so you don’t need to re-establish your connection each time you want to use it. Furthermore, a wireless connection does not tie up your phone line. In fact, you do not even need a phone line to use our service.


Q. How do the different connection speeds compare?

The Platinum Plan is for those who want the ultimate connection experience. You should consider this high speed option if you plan on utilizing Voice Over IP (VoIP) or online communications applications like Skype or Netflix.

The Gold Plan offers a fast connection and is recommended for the majority of Internet users, work from home professional or if multiple computers will be sharing the same connection.

The Bronze Plan is suitable for light Internet users. At 1Mbps, it is comparable with most DSL connections.

Read more about choosing the right plan for you on our Picking the Right Plan Page.


Q. What are the system requirements for my PC to use the service?

A. Your PC must have a 10BaseT or 100BaseT Ethernet Network Interface Card (NIC). We do not load any software onto your computer. Any PC that is Windows 98 or newer and MAC OS 8.5 or greater will work.


Q. Can more than one computer share the connection?

A. Yes, by using a router, you can share the connection between multiple computers at no additional monthly fee. There is no additional charge for multiple computers.


Q. How long does it typically take to get service?

A. If your location is within range of one of our towers and has line of site to that tower, we can usually install within a week.


Q. Do I need to have a separate ISP service to use this service?

A. No, the ISP service is included as part of the wireless connection.


Q. Can I keep my AOL service?

A. Yes. AOL offers a ‘Bring Your Own Access’ service currently priced at $14.95 per month. You may keep your existing AOL email addresses. Contact AOL directly for information on this service.


Q. Is a wireless connection secure?

A. There is little difference between the security of a wireless Internet connection and any other Internet connection. The fact is, any information sent unencrypted across the Internet can be read by someone else. For this reason, confidential information, such as credit card numbers, should only be entered on secure websites.


Q. Does the service include anti-virus software?

The service does not include anti-virus software.


Q. When is your technical support and customer service available?

Our networks are monitored 24/7 and should there be a network issue, we will automatically call the phone number associated with your account to let you know. Our Customer Service Center hours are 8am to 5pm EST (Monday-Friday).


Q. Do weather conditions affect the connection?

A. Generally, changes in weather have very little affect on our Wireless Broadband Internet Service. However, if you lose power due to a weather-related incident, you will not be able to access the Internet until power is restored.