Billing FAQ (11)
Webformix uses a batch credit card and electronic check processor called Automated Payment Systems, which operates out of Sandy, UT. This is what will show up on your bank or credit card statements. We also only process electronic payments on Fridays in one big batch, which is prepared and sent to the processor on Thursday afternoon. As such, if you turn in a payment anytime before Thursday afternoon, it will process this Friday. Anytime after, and it will process next Friday.
The advantages of electronic checks (or disadvantages of credit and debit cards) include:
- Credit and debit card processing fees are expensive. (There is typically a swipe fee of .30 cents, plus anywhere from 2%-5% of the transaction depending on the type of card. This is money we would otherwise spend making our network better!). The cost to process an electronic check is .12 cents.
- Checking accounts and routing numbers don’t have expiration dates that have to be updated.
The advantages of credit and debit cards (or disadvantages of electronic checks) include:
- An electronic check is processed just as though it were a paper check – i.e. if there is not enough money in the account to cover it, the bank will charge you an overdraft fee. With credit and debit cards the transaction is typically just declined and there is no fee.
Each Friday, our auto-pay system checks to see if a customer has a balance on their account. If so, it automatically processes to the credit card or checking/savings account that we have on file. Typically a customer will only have a balance once a month when their invoice comes out. However, let’s say that you buy a piece of hardware, or have us do some consulting or training for you – then that charge will automatically process on Friday. As with all our electronic payments, we show up on your statement under the name of our batch processor, Automated Payment Systems (or APS) Sandy, UT.
Webformix is a prepaid service, and invoices are due on the same day of the month that you were initially installed. Clients not on our auto-pay get emailed their invoices 14 days in advance of when payment is due. Clients on our auto-pay are emailed their invoices 1 day ahead of the due date.
If an invoice is more than 30 days past due and arrangements haven’t been made, service is automatically suspended. If you need some extra time, feel free to call or email us – we’re pretty easy to work with.
P.S. Customers on a legacy service plan will not be allowed to return to a legacy plan if service is suspended; they will be required to pick a new plan from those that are currently being offered.
By default, Webformix delivers invoices via email. Paper invoices can be sent, however a $1 fee will be added to each printed invoice. Paper invoices cost trees and money. Postage costs money, government labor, and increased pollution from trucks and planes. Central Oregon mail goes to Portland to be processed before returning to Central Oregon. If you would like a paper bill in the mail you must specifically request it.
P.S. If mailing a check as payment, it is unnecessary to print out the invoice to include with your check. If you have a very common name, or for some other reason think we might be confused as to where to apply payment, feel free to write the invoice number or your customer number on the memo line of your check.
Internet Support FAQ (31)
We currently have transmitters or repeaters located at Awbrey Butte, Downtown Bend, Crooked River Ranch, Powell Butte, Cline Butte, Round Butte, Juniper Butte, Three Rivers, North Madras, South Madras, Grey Butte and Grizzly Mountain. For more information, or to see what coverage looks like in your area, please refer to our Interactive Coverage Map.
As a wireless internet service provider (WISP) we occasionally have to deal with issues related to weather. The vast majority of the time customers do not experience interruption in internet service due to weather concerns, but sometimes a lightning storm, extremely windy conditions or thick icy buildup can cause problems. We’ve done extensive testing with our wireless equipment, both indoors and out, and we’ve found that severe weather conditions can sometimes cause the internet to slow down, but rarely does it cause it to stop completely. This typically happens to clients that have a weak signal to begin with, or have service that needs to penetrate large numbers of trees. Rain, snow, sleet, hail and other inclement weather have proven to have little to no effect on signal strength.
Some customers are not interested in streaming video or other high bandwidth applications at the time of install, but as time passes, needs can change. In these cases, we can often change your service plan without having to visit your location, and thus without any upgrade fees. You’d just pay the new rate to enjoy the new level of service. In fact, we’ll let you try a higher tier plan for a week to make sure you’re happy before making any changes to billing.
Our highest level plans require different roof mounted radio equipment. Current clients get a discount on installation of this premium level equipment. If your radio must be upgraded, we’d be happy to schedule that for you right away. Just give us a call!
Finally, not all locations can get our highest level plans. Some difficult to cover locations may only be capable of our lowest speed levels. This is generally due to distance from or poor line of sight to one of our transmitters. We’ll deliver the best level of service your location is capable of so you can use the applications you enjoy most.
Did you just illegally download Game of Thrones or any other original show, movie or hot commodity? Then don’t be surprised if you receive a Copyright Infringement Notice. The MPAA (Motion Picture Association of America) as well as individual production companies are actively trying to reduce online piracy. The process starts with an Infringement Notice being sent to an ISP (Internet Service Provider, in this case Webformix). We are required to serve the notice, so don’t shoot the messenger. Also, please be aware that although at the moment legal action against offenders is sparse, occasionally someone does get singled out. If these notices are followed by an actual subpoena, we are required by law to provide their lawyers with your name and contact information.
We advise that you find safer ways to get the content you’re looking for!
Check out our Online Streaming Guide for suggestions.
VOIP FAQ (6)
Yes, we do! Please see our VoIP Phone Service page for more details.
VOIP stands for Voice Over Internet Protocol. It is the industry standard method for delivering landline-quality telephone service over an existing broadband internet connection.
If you would like to add telephone to your data services from Webformix, please visit our Phone Services page for more information.
Telephone over Internet, also called “VOIP”, is a very finicky application. Any instability with your internet connection can make a telephone call become difficult to hear or drop unexpectedly. If your connection is not completely reliable (most frequently this will happen if customers have trees blocking their view of the transmitter, or if they are at extreme distances), then we do not recommend relying on telephone services over your internet connection.
If you are experiencing any unforeseen difficulty with your internet connection, please contact us to diagnose your troubles and help make sure your connection is working at peak performance.
Yes. The easiest way is just using a cordless phone with multiple handsets. There are a few other methods as well. Contact us for more information.
Generally, we do not recommend trying to get our phone service to work in your regular wall jacks. You will be provided with a VoIP ATA (analog telephone adapter) that sits in between our POE equipment and your wireless router (if you have one). We recommend connecting a cordless phone base station to the ATA, then adding as many other cordless phones as you need.
Sales FAQ (7)
No, our service uses low-power, land based microwave transmitters. Our service is much faster, is a fraction of the cost, and has none of the high latency issues of satellite based internet service. Additionally, inclement weather has virtually no effect on our service, whereas satellite internet and TV are known to suffer when the weather turns bad.
Webformix doesn’t require subscribers to purchase or rent our roof mounted radio equipment. We allow subscribers conditional, ‘free use’ of the wireless equipment.
Webformix retains ownership of all installed wireless equipment related to the service. This allows us to easily take care of any service, maintenance, or warranty issues. Also, if you move outside of our coverage area, or discontinue service, you’re not stuck with a proprietary piece of equipment that would be challenging to use elsewhere.
If you purchased additional equipment from Webformix, e.g a wireless security kit, router, switch, etc., this equipment is yours and Webformix will not seek to collect it after you discontinue service.
It is your responsibility, however, to let us know if there’s anything that may potentially damage the primary wireless equipment. You may not paint or modify the equipment without contacting Webformix for permission first. If we find the equipment has been changed and/or damaged by the client, we may charge you for new equipment at a maximum of $1000.
If you decide to discontinue service, we’ll need to make arrangements to pick up the antenna/radio along with the power supply (or POE).
If you move away from our coverage area, you may make arrangements with us to leave the equipment installed for the next tenant/owner, meaning they won’t have to pay the full setup fee should they choose to sign up for our service.
I’m moving and would like to take my service with me. Will the service work, and will I have to pay to have it re-installed?
Yes, you can take your service with you, provided that we cover the area you are moving to. You may want to check in with us ahead of time to make sure we can get you service at your new location. Current customers get 50% off of the regular installation price at their new location.
We currently handle reseller partnerships on a case-by-case basis. Call 541-385-8532. Also check out our Referral Program.
Our basic install fee is $150, which covers the installation of our roof-mounted equipment and the Ethernet cable run into the house. Premium equipment is also available, and required for connections over 10 miles for an installation fee of $300.
A $50 refundable equipment deposit is also required. Webformix maintains ownership of all equipment, which is free for you to use while you’re a client at no extra charge.
FairShare FAQ (3)
More than anything our ability to make the network more efficient is an exercise in logistics. Much like a shipping company, we move internet data like cardboard boxes. Our Sandvine prioritization technology gives us a very broad look at traffic to help us understand our customer’s usage patterns and how to improve service. We study weight, type, size, and when the package needs to get there. The actual traffic itself is anonymous and protected. We cannot see what is inside the box, but the information we do see lets us make the best use of the resources we have. If you have any concerns whatsoever about privacy, please get us on the phone so that we give you all the details to put your mind at ease.
We’re using powerful new technology to prioritize our network traffic and make sure you have the bandwidth to accommodate the services you use the most. Looking ahead, you can expect a new pricing plan based on the internet apps and services you use every day, replacing our old method of counting “megabits,” which is no longer the best way to measure what users do online.
As always, you can count on reliable, wireless internet service across the high desert with friendly, local customer service just a phone call away. And although our pricing plans have changed, we still guarantee no contracts, no misleading introductory pricing, and no data usage caps.