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.
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.
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.
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.
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!
Yes, we do! Please see our VoIP Phone Service page for more details.
YES! We provide a full range of computer and network consulting services for homes and business.
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 any sized project. We can also provide on-site service. Contact us to get a consulting appointment setup.
We currently handle reseller partnerships on a case-by-case basis. Call 541-385-8532. Also check out our Referral Program.
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.
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.
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.
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.
Our service allows for multiple computers to be connected via one customer account. To do so, you will need to install a router to split the connection to all of your computers. Your connection speed will then be shared among the computers. So, if both are accessing the internet at the same time you may notice that each one only gets a portion of the bandwidth and speed.
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.
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.
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.
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.
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.
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.
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.
Public, static IP address are only available on certain accounts. There may be an additional monthly fee for public static IP use.
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.
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.
The LEDs (Light Emitting Diodes) on the back of the wireless equipment help our technicians install and align the unit for best signal and troubleshoot problems. On many installations our technicians will configure the unit to not use those lights however, so do not be alarmed if they are always off in your installation.
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!
A site survey allows us to determine if we can provide you wireless internet service. There is no fee for performing this survey if we feel it’s necessary.
In most cases a preliminary examination using Google Earth and other mapping tools will allow us to determine whether a site survey is required. If not we can go ahead and put you on the schedule for an installation. Our on-site tech always has the final say in whether an installation is feasible. If for some reason it isn’t, there is of course no charge for the visit.
If the site survey does not indicate a reliable connection, and either you or Webformix decide not to follow through with the installation, then it’s only a quick visit with zero cost to you.
You are also protected by our 30 day Money Back Guarantee if you are dissatisfied for any reason. Try us out risk free!
Give us a call today! 541-385-8532
Yes we do. For 1 year after the date of purchase, if you experience issues with the router we will replace it free of charge. After the 1st year we will replace it at our cost.
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.
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, North Madras, South Madras and Grizzly Mountain. For more information, or to see what coverage looks like in your area, please refer to our Interactive Coverage Map.
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.
There are many parts to your home network. The following is a very basic breakdown of some of the different components and what they do. Your Wifi router is a device which serves as an access point for your wireless devices. The router part allows you to use more than one internet connected device at a time by “routing” these connected devices through one internet pipe (your connection). A video streaming player like Roku, Apple TV or Google Chromecast is a device which connects to your TV and wirelessly connects to the internet. These devices allow you to watch video from sources like Netflix, Hulu or Amazon Prime to your TV to watch movies, shows, documentaries, sports and other content. Many computers have wireless functionality built in, but some do not. For those that don’t, a USB wireless dongle that simply plugs into a USB port of a computer can add wireless to your computer so that it can connect to the router without a cable. For further information give us a call.
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.
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
The Basic plan is suitable for many activities on the internet at the maximum speeds our network is capable of from your location. Streaming is a bandwidth intensive application requiring a significant amount of sustained bandwidth. Our Fairshare Policy helps us maintain proper levels of service for many types of customers. We believe that those who do not stream should not be required to pay the way for those that do. If a customer simply wants to browse the internet, use apps like Facebook, listen to music, play games, use email, VOIP (phone over internet) and chat with friends, we believe they can do so without paying for the streaming premium, as video streaming uses a particularly large percentage of network resources. If you would like more detail, give us a call.
Our Fairshare policy guides our network management practices. Our single streaming plan has but one purpose: provide our customers with good quality streaming, but not HD. The purpose of these plans and our interest in enforcing their use is to help our customers get the level or service they are paying for. The single streaming plan works great for a single good stream. If yours is not meeting your needs, give us a call. We’re happy to help!
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.
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. 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.
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.
That depends. If you have a “regular” router, then yes, you can. If you have an old DSL or proprietary router, it will not function on our network. Please bear in mind, there are many different manufacturers and models of routers out there. Some of our users have purchased and manage their own routers themselves without a hitch, but some run into problems. If you have questions about whether or not your router will work on our network, give us a call. We also sell Wifi routers, install them for you and provide warranty and support. Feel free to inquire.
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!
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.
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.
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.
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.