Billing FAQ (11)
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.
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.
Internet Support FAQ (31)
No, you may not share service with your neighbor.
Our business model revolves around individual customer businesses and households paying for the service tier which fits their needs. We have many service tiers, so if you are paying for more internet than you use, you should encourage your neighbor to get their own service (and enjoy the referral credit) and possibly downgrade your own service to suit your needs.
One of our largest costs in providing internet service is in maintaining quality internet connectivity and supporting our customers if something goes wrong. Multiple unrelated households sharing a single connection tend to multiply their own service problems and they are especially difficult and taxing to support. For this reason, customers found sharing service with their neighbor are violating our Terms of Service and may have their account suspended or terminated.
Our service is most accurately described as Fixed Point to Multi-Point Wireless. What this means, is that each piece of roof mounted equipment on a customer’s home is pointing to one of our transmitters in order to get internet connectivity to their property without relying on a phone or cable line buried in the ground.
In order to provide wireless access throughout your home, a WiFi (short for wireless field) router is needed. This will allow you to connect laptops and mobile devices within range. We can also provide, install and configure this equipment for you. Please contact us for more information.
We currently do not offer roaming service.
What we currently provide is called “fixed-point” wireless service. That means dedicated radio/antenna equipment is installed on your property (most commonly on the roof or eaves of your home or office) to obtain internet connectivity from our transmitter, and an Ethernet cable then brings that service into your home. Call us at 541-385-8532 to get started today!
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.
VOIP FAQ (6)
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.
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.
Sales FAQ (7)
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.
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.
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.