Billing FAQ (11)
Although we designed the vacation program for those customers who leave town for more than a month at a time, it can be used by anyone who wishes to temporarily suspend service for a month or longer. Instead of paying the normal amount of your bill, each month you will only be charged $10 while the service is suspended. We ask that if possible you do leave our roof mounted equipment plugged into power (by making sure the POE on the inside of the house is plugged in), so that if there are important software updates while you are gone we can do them remotely. If the equipment is left unplugged and is unable to get the new settings while you are gone, a site visit ($50) may be required to get service going again when you return. If you plan to be gone more than about 8 months it may make sense to have us pick up the equipment and reinstall it when you return. If you coordinate with us ahead of time, we can offer 50% off of the installation fee. Feel free to give us a call if you have any questions.
Yes! We do offer a 30-day money back guarantee to new customers on all wireless and telephone services, except for the optional, non-refundable telephone number porting fee. If you’re not satisfied with the connection for any reason, and call to disconnect service before your initial 30 days are up, we’ll come out, professionally remove the equipment, and give you a full refund.
We do offer discounts to educational and non-profit organizations on a case by case basis. Call 541-385-8532 or contact us for details.
If you’re going to be gone for a month or more, contact us to reduce your monthly rate to $10 while you are gone. This allows you to keep our service, but not pay for it during the period when you’re not using it.
None. Webformix charges an installation fee to set up our roof mounted equipment, but you don’t have to rent or buy any other equipment. If you ever decide to stop using the service, we will need to collect the equipment from the roof, as well as its power adapter (or POE) from inside the house. Aside from those considerations, we do not commit our customers to any contract length, or subject them to any kind of early termination fees.
We do not believe in trapping our customers or making it difficult to do whatever it takes for them to get the best internet service they can. So try our service today! No caps, no contracts, no early termination fee, but we do offer a 30 day money back guarantee, so there is also no risk!
Internet Support FAQ (31)
Is my outdoor antenna and cable running into the house susceptible to rain, wind, snow, ice, sunlight, etc?
If installed properly, the outdoor antenna and cable running into the house should provide years of service through all weather conditions that are typical in Central Oregon. Webformix warranties its installation work, but we cannot warranty work done by any third party, including the customer.
Power cycling your equipment
Sometimes electronic equipment needs a little break. Often connectivity issues can be solved by the trite, yet true Step One of troubleshooting “Have you tried turning it off, then back on?” Here is the proper procedure for powering your system down, then getting it back up and running.
1) Power down your device
The first step is to power down the offending computer, tablet or weather control machine that is experiencing connection issues. This will allow the device’s wireless card to reset too. Leave your device off for now.
2) Unplug your wireless router from power
This can be done by either removing the round black barrel connection from the back of the router, or removing the power plug from the power strip. Leave this unplugged while we…
3) Power down the outdoor radio/antenna
We use a variety of different technologies, but they all have one thing in common. The Power over Ethernet (or PoE) adapter allows power as well as data to be passed over an Ethernet cable to the outdoor gear. The easiest way to remove the outdoor gear from power is to trace the Ethernet cable as it comes in through the wall and unplug it from the PoE. Alternately, you can remove the PoE itself from it’s power strip.
4) Wait one full minute
You’re on your own for this one.
5) Plug in everything in the reverse order you unplugged it.
First the outdoor radio/antenna, then the wireless router and finally the offending device. Ideally, you should give each piece it’s own full minute to wake up and start doing it’s job.
If you continue to experience problems, don’t hesitate to get in touch at 541-385-8532
YES! Our Bend office offers computer repair, clean-up, and data transfer services.
Webformix has been providing network and computer consulting services for over a decade now! We know what we’re doing, and we can help out with small to mid-sized projects. However, we don’t currently offer contracted on-call IT services for businesses. If you’re interested in assistance in getting your business or home technology up and running, contact us!
Bypassing your router allows you to connect a single computer to your internet connection for testing purposes. Troubleshooting computer problems is best done with as few possible points of failure as possible. The router itself can be the source of the problem, or perhaps one of the many devices connecting to the router such as computers, consoles, phones or tablets. By bypassing the router, it is easier for us to figure out where the problem is.
1) Uplug power from the router. All the lights on the router will go out.
2) Disconnect the internet from the router. The internet cable is the one connected to the “WAN” port. Often times a router will have 4 ports labeled 1-4. The internet will be connected to a separate port from these.
3) Connect the internet cable (one you just unplugged) and connect this cable directly to your computer.
That’s it! You are now connected directly to the internet with this computer.
VOIP FAQ (6)
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.
Webformix provides E911 support with our Voice Over Internet Protocol (VOIP) telephone service. When you sign up, you are required to fill out an E911 form including the street address where your calls will be originating from. Be aware that VOIP service is much more sensitive than standard copper telephony (a landline) and as such is not as reliable. If your internet is down, your VOIP phone will not function properly.
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.
Sales FAQ (7)
Public, static IP address are only available on certain accounts. There may be an additional monthly fee for public static IP use.
Some customers are blessed by a favorable landscape that results in reliable connections as far as 25 miles from their transmitter. Yet in order to guarantee the highest speeds, it helps to be less than 15 miles from your chosen tower. Sometimes longer connections require larger, more robust gear which may increase installation cost. To find out if your home is covered, please check our Coverage Map. If necessary we may also perform a free site survey.
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.
FairShare FAQ (3)
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.
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.