Billing FAQ (11)
We accept cash, checks, credit or debit cards, or electronic checks. Checks and electronic checks have almost no processing fees, while credit and debit cards charge transaction fees.
If mailing a check, it isn’t necessary to print out and include the invoice with the check. Simply write your account number or invoice number on the memo line of the check and we’ll figure it out.
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.
Web Design, SEO, Hosting FAQ (2)
A majority of our hosting clients prefer Webformix to act on their behalf for domain name administration. We set up all hosting clients this way unless they express a wish for a different arrangement because keeping one’s point of contact, email address, and registrar username and password up to date over the span of several years is vital to maintaining control over one’s domain name assets. If you would prefer to take this responsibility and wish your information to be listed in whois instead of ours, simply let us know and we will be glad to oblige.
Yes! Please call us at 541-385-8532 or contact us here for pricing and availability.
Internet Support FAQ (33)
Spraying a coating of RainX or even PAM will help keep snow/ice from building up on your antenna. You’ll need to do it when it’s mostly dry. If you would like for us to do this, please give tech support a call or send us an email.
Central Oregon has its share of power issues. Heavy snows and unpredictable weather and lightning storms can cause problems for residents. Electricity is volatile. Your electronic equipment is built to adapt to some manner of inconsistent power, but damage can result if the current spikes during a storm. The best thing you can do is protect your equipment with either a surge protector or UPS (battery backup). Surge protectors are inexpensive and effective, but do not confuse them with “power strips” or “power taps.” Either of those two simply give you more to plug into. They do not protect against power surges. If needed, Webformix has surge protectors for sale during installation, or if we’re in the neighborhood we can drop one off.
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 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.
VOIP FAQ (6)
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.
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.
Sales FAQ (7)
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. 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 $500.
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.
FairShare FAQ (3)
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.
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.