Billing FAQ (11)
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!
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.
Internet Support FAQ (31)
That’s a bit of a toss up. Getting us on the phone is the best way to determine whether we can provide you service. Trees can be problematic, but our gear can sometimes shoot through them depending on your proximity to one of our many transmitters. Sometimes we’re able to find a place on your roof that will shoot over the trees and avoid the issue entirely. There are places in Central Oregon that are very thick with tall evergreens. These areas can be problematic, especially when ice and snow set in. It’s almost always worth a call, though. Try us!
The likelihood of the outdoor antenna being hit by lightning is very slim indeed. The majority of the housing is plastic, and there are safety components installed that will burn out like fuses in the off-chance that lightning should hit the unit. The unit may be damaged and need to be replaced, but it will prevent the lightning from harming your computer. If you’re concerned about this issue, we suggest that you install an Uninterruptible Power Supply (UPS), and run all equipment through it. Contact Webformix for more information or if you’d like for us to install a recommended UPS.
Internet TV, also known as video streaming, functions in a fundamentally different way than cable TV. Cable TV sends programmed channels to set-top boxes. Programming is fixed, shows come on at a specific time, etc. Streaming simply gives you access to an entire database of content. For example, Netflix could give it’s users access to a show like The X-Files in its entirety. If Netflix had The X-Files, that’s 9 seasons and 202 episodes. As a Netflix user you can select any of these episodes at any time and watch it at your leisure. You can pause a show if you have to pee instead of holding it! There are many differences, however. To read more about them read our Streaming Guide.
Yes. You will need a switch or wireless router if you don’t already have one. We can sell you one that we will warranty and support, or you are welcome to provide your own. This will allow multiple computers to use the internet connection at once. The challenge is managing what users are doing on these computers. For example, if everyone is using bandwidth hungry applications on these computers, the internet can feel “slow” for everyone because there’s not enough available bandwidth. If this appears to be the case regularly, give us a call and we’ll see what can be done.
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.