Billing, Sales, & Support   (417) 459-4153	Frequently Asked Questions (FAQ) General Questions Installation Questions Fees and Charges General Questions Q: Will Voice Over IP (VoIP) services such as Magic Jack, Ooma, Packet-8, Viatalk, Vonage, etc work with your service and what do you recommend? A. While our service will generally support VoIP products, we only recommend using it with the line of site equipment, and we do not provide support for VoIP, that is strictly up to the VoIP provider. If you have a directional aluminum antenna on your premise that receives our signal, we would recommend you do not rely entirely on VoIP for phone service. Non line of site equipment (900mhz) will tend to have a bit more latency than the other frequency's and signal may sporadically drop and reconnect with this frequency. This is not generally a problem for email and web surfing but will cause problems with phone service since your calls may drop when this happens. With all that being stated, we are currently recommending voicelync.net out of Ava. They are a local provider that has the ability to port virtually any phone number from your current carrier and have all the features of the other VOIP providers, their pricing is in line with other providers and you get the added benefit of being with a local company. :: VoIP Disclaimer :: The above statements are in no way intended to imply or guarantee that any VoIP service will work for you. Our service is wireless and as such, there are many variables to take in to account. Regardless of the type of equipment used or provided by us or the VoIP provider, the onus is on you, the customer, to verify that your connection is of sufficient quality to facilitate VoIP service. Q: I have had to replace my router or Ethernet card a couple of times, what should I do? A: We have an in-line Ethernet surge supressor available for purchase for $20.00 that you can install. This comes with a short Ethernet cable and attaches to ground (usually the case of your PC) to help bleed off any static electricity that might build up on the Ethernet cable coming from the antenna. Q: What ports or protocols do you block or limit? A: The only commonly used port or protocol that is blocked or limited is port 25 SMTP, we do this so that none of our IP addresses get blacklisted for running a rogue SMTP server. What this means for you, is that if you are not using us for your mail server, you will either have to use a different port other than 25 for your mail (usually 465), request that it be unblocked for your domain, or request an outgoing mail account from us. Q: I got an email that says it is from you, how do I know that it is legitimate? A: to verify that a message is from us, there are a few things to check: We will never send you an attached file unless you ask for it. We usually send emails from our personal accounts and not via a group account like admin or sysadmin, however support does get used ocassionally for bulk emails to all customers. If there is a problem, we will tell you in the body of the email and not in an attachment, this is a dead giveaway that the email is not valid. We usually send emails in plain text with no text or color formatting. If you have any doubts about an email that claims to be from us, please call us to verify the validity of the email before you open any attachments. Most of the attachments are either viruses or known Windows exploits that may allow someone to take over your PC or compromise your data. Q: Who do you resell service to? A: We currently resell service on a wholesale or Reseller basis to: TA Highspeed - Reseller Zarks.net - Wholesale Q: What equipment manufacturers are you using? A: We use Motorola™ for back-hauls, access points and subscriber modules and various 802.11 gear for short point-to-point links and for Wi-Fi Hot-Spot applications. Q: What frequencies are you using? A: We use FCC PART-15 non-licensed frequencies in the 900MHz, 2.4GHz, 5.2GHz, 5.4GHz and 5.7GHz bands. Installation Questions Q: How long does an install take? A: Although we allot two hours, most installs take less than an hour to complete. Q: How do you run the cable into the dwelling? A: We normally run the cable on the outside of the dwelling and then penetrate a wall near the primary PC. Running the cable inside the attic and down a wall is an additional fee. The cable should be run to your satisfaction and all holes properly plugged and filled. Q: Where does the antenna go? A: We place the antenna where it can get adequate signal from our access point, when possible, the location of the antenna, while not always exact, should be located close to where you want it. Q: How will I know that your installers are doing the work and not some third party? A: We do not use a third party company at this time, all of our installers are trained in house and work directly for TWC. All of our installers will be wearing a TWC company shirt and driving a company vehicle. They should be on-time and be wearing clean, presentable and professional attire. Q: What will I need to have before your installers arrive? A: You should have a Cable/DSL router on hand prior to the install. We do not require it, but it is highly recommended. We do not recommend any brand over another except that you please avoid using Belkin, we seem to have a lot more problems with this brand. Major manufacturers include Linksys, Netgear, SMC, and D-Link, one or more are available at Wal-Mart, Office-Depot, Best-Buy, Staples, Circuit City, Sams, and most other office supply stores. Q: What do the antennas look like? A: Our antennas for the Non-Line-of-sight equipment range from about twelve inches long to about six feet long and look similar to a narrow TV antenna. The one that gets installed depends on the quality of the link to our access point. Our antennas for the Line-of-sight equipment are very small unless a reflector dish is required, then it will look very similar to a satellite TV dish again this is determined by the quality of the link, to get a better idea of this, please look here. Fees and Charges Q: If your equipment is damaged, what is the cost to me? A: So long as the damage is not caused by vandalism, tampering, or negligance, there is no charge to you. If that is not the case then you will be charged for the replacement cost of the equipment. Q: If I have a problem and you need to come out to my site, what is the cost to me? A: If it is determined that the problem is with our equipment or signal,and no fault of yours, then there is no charge for us to come out. However, if it is found that the problem is not with our equipment or signal, or is a direct result of tampering, there is an on-site service fee of $35 with an additional $75 per hour to fix the problem. If we determine that it is an issue with your PC, we give you the option of having someone else fix the PC prior to charging the hourly rate, but the on-site service fee remains in effect.