Frequently Asked Questions (FAQ)

Video

Everyone’s needs are different. If your household is buzzing with Internet activity, video/audio streaming, photo sharing and good old school work, you will need more bandwidth than a household simply watching a movie on Netflix, checking email or basic web surfing. We recommend you start with the minimum bandwidth you think you will need, and we can help you make that decision based on your current usage estimates. If you suspect your system is running slowly and need more bandwidth, we can always upgrade you to the next level of service. We do not believe in overcharging for services you do not need, and we strive to get every customer to an ideal level of service for the right price.

• Satellite service is notoriously sluggish in responsiveness due to a transmission delay called “latency”. This is due to the time it takes a signal to be transmitted to and from a satellite orbiting around the earth. This delay can range anywhere from 0.5 seconds to 2 seconds, which in the high-tech world, is a long time. Gaming consoles and VOIP phone systems do not operate well or sometimes not at all under these conditions.
• Bad weather can cause major interference in satellite service, as cloud cover absorbs some of the signal causing slower speeds and possibly complete outages. Wireless broadband, by and large, is not affected by weather to any degree that is noticeable.
• Data usage limits (aka. data caps) are also a major disadvantage of satellite contracts. Once you reach your limit, your service is shut off for the month (or drastically limited), or you might be charged overage fees. We do not employ data caps, and you are free to use all of your subscribed bandwidth for the entire month for the same price.
• Satellite companies nearly always require a contract, usually 2 years. We do not require long-term contracts. We believe that if we provide a quality service, you will stay with us because the service is excellent, not because you are locked into a contract.
• Equipment charges are generally more expensive for satellite service with either a large one-time purchase or a rental agreement built into the life of your contract.

You must purchase necessary equipment from us when you sign up for our service. However, if you decide to cancel service within the first 12 months, we offer a buy-back service for an amount the equipment is worth at the time, based on a 12-month depreciated value.

If you would like to have wifi access throughout your home, you will need a wireless router. Our service is delivered over a wireless medium, but it is NOT wifi and cannot be used as such. You may buy or use your own wireless router. If you are going to purchase one yourself, we recommend either Cisco or Linksys brand.

A static public IP address is a publicly routeable address assigned to your equipment that allows direct access to your home or office network from the Internet. Most people do not need a static public IP address, but if you use a VPN to access your home or office network, you may need a static public IP address. Most often, the reason for needing a static public IP address is either VPN access to your home or office network or access to a home or office security camera system.

Yes, a firewall is always recommended, an if you have a wireless router, it has a built-in firewall. If you choose to connect your computer directly to our Internet service equipment, your computer also has a firewall built in. If you have a static public IP address, we do recommend using a router which has a built-in firewall.

• You will need an ethernet wireless router. Be sure not to choose a cable modem, as they will not work.

• The best option for a router is a single band 2.4 GHz router. However, these are becoming harder to find.

• If you do buy or have a dual-band or a tri-band router, we strongly recommend you shut off the 5 GHz band. A large portion of our customer service calls for slow internet are a result of the customer’s wireless router causing interference for the outdoor unit that delivers our service to you.
  • The 5 GHz band does not penetrate walls/ceilings/floors nearly as well as 2.4 GHz, nor does 5 GHz have the long range that 2.4 GHz does.
  • 5 GHz does have more capacity than 2.4 GHz, but 2.4 GHz supports over 300 Mbps, which is more than adequate, considering the capacity of your Internet connection.
  • If you must use 5 GHz, we strongly recommend setting your wireless frequency to a specific frequency distinct from that which is delivering our service to you. Contact support to determine which frequency we are using at any given time for your service. Note: we do have to change frequencies from time to time, as we too must avoid interference in various locations.

• If you have a large house you may want to consider a mesh wifi system with multiple access points.
  • Be aware that if the additional access points are using WIFI to talk to the main router or the closest router, you will lose 1/2 of your bandwidth for each hop due to the design of mesh networks. The remaining bandwidth may still be more than enough compared to your Internet connection, though.
  • For best performance, it’s recommended to connect additional access points directly to the main router using cat5e/Cat6 cables. The sales material may try to convince you otherwise, but from a technical perspective, mesh hardware is designed in such a way as to drop your available bandwidth in half with each hop. If your system doesn’t drop half of your bandwidth, then you don’t really have a mesh system, rather a true repeater system.

Yes, you can use a VOIP phone with our system, but be aware that most VOIP providers do not recommend running VOIP services over a wireless connection of any kind. We utilize VOIP phones in our offices, and we do occasionally experience choppy voice quality, but for the most part, it works just fine. Different VOIP providers do indeed work better than others on our wireless network.

Historically, our wireless network was not affected by inclement weather i.e. heavy rain or snow. However, due to the ever-increasing demand for bandwidth, newer gear on the market and in use in our network, may occassionally be affected by heavy rain or snow. While this newer equipment allows us to deliver more and more bandwidth into remote areas, signal used by newer equipment can be degraded by bad weather. However, the duration of the interruption is typically short-lived, and during times of inclement weather, we increase our monitoring of our network to watch for these issues. Currently, it is only certain tower equipment that has this vulnerability.

Of course, there are times when lightning strikes may damage equipment or may cause power to be interrupted, and therefore, we invest carefully in our lightning protection systems and strategies.

No. We do not limit downloads or uploads other than by limiting your maximum available bandwidth per your subscribed service level. If however, you suspect you need more bandwidth, we can upgrade you to the next level of service at your request.

We recommend both our internal speed test server as well as a reputable speed test service on the Internet, such as speedtest.net or similar.

Our internal speed test will give you an idea of the health of your traffic as it traverses our network. An external speed test will give you an idea of your actual Internet speeds, including our internal network and any network traversed on the Internet to get to the external speed test site.

Our Internal Speedtest Site: http://speedtest.citylessinternet.com

For an external speed test service, we recommend http://speedtest.net.

We currently accept Visa, MasterCard, Discover, PayPal and EFT/ACH. Our portal is at https://portal.citylessinternet.com. Once logged in, pick Pay My Bill. You have the option to select “I would like to enable Auto-pay for my entered credit card information.”

If you wish to setup Electronic Funds Transfer (EFT)/Automated Clearing House (ACH), send us an email at billing@citylessinternet.com, and we will work with you to get it setup.

• We schedule installations in 4 hour blocks.
• An adult will need to be present during installation.
• We will mount your antenna and run up to 150 feet of network cable to your preferred location where a power outlet is available.
• You may then either plug your computer directly into our POE injector (power over ethernet injector which powers our equipment; this device is also a mini switch allowing you to connect your equipment to ours), or you may install a wireless router.
• Payment is due at the time of installation. Initial payment includes equipment costs, installation costs and the pro-rated first month’s service.
• We will reschedule installs if inclement weather creates unsafe working conditions.

No, we do not require a contract.

Yes, if you find that your data needs change, just give us a call and we will adjust your plan to meet your needs.

Speeds are not guaranteed. We strive to provide service up to your selected speed package but it is not always possible. If you are experiencing a significant slowdown please contact the help desk or email support@citylessinternet.com and we will check it out.