Billing FAQ (11)
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.
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.
Internet Support FAQ (31)
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.
When you use a wireless solution, security is a very important issue to consider. That is why Webformix encrypts all traffic to your home installation using AES cryptography. AES is resistant to all known forms of eavesdropping. We also use firewalls, spam and virus filters, intrusion detection systems, and plain old IT know-how to protect our customers’ online interests 24/7. So, while it may be easy to deploy a non-secure wireless solution, Webformix service is one of many examples of how a wireless solution can be highly secure.
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.
VOIP FAQ (6)
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.
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.
Sales FAQ (7)
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.
Public, static IP address are only available on certain accounts. There may be an additional monthly fee for public static IP use.
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.