|
|
Frequently Asked Questions
|
|
|
How do I log into the Customer Account Portal to pay my bill online?
Where is SonicNet currently providing service?
What if I am not happy with my service?
What is a site survey?
What if the initial site survey indicates that I cannot get signal?
What is and isn't covered in SonicNet's support following installation?
What are the computer requirements for your service?
Does SonicNet offer email service?
How do I reboot my system to improve or restore connection?
I'm a SonicNet customer. Is there a referral program if I refer a neighbor or friend to SonicNet?
Can I watch Neflix or other movies through my Internet connection?
Can I use a wireless router with SonicNet service?
How can I change my level of service?
Can the Internet service interfere with my cordless phone, baby monitor or other wireless household devices?
How secure is this service?
Can I use VOIP phone service with my SonicNet service?
What is file sharing and why is it prohibited on the SonicNet network?
I am an existing customer and need technical help. How do I reach someone?
Sometimes when I am traveling, I cannot send email through my email client (Outlook, Thunderbird, etc.). Why does this happen, and what should I do?
Is there a service fee if I need technical assistance?
How do I know if my computer has a Network Interface Card (NIC)?
How do I log into the Customer Account Portal to pay my bill online?
From your emailed invoice, click the link in the NOTES section to pay online. In the login screen, enter your username (find it on your invoice as username@portal.us; enter only the "username" part), then enter your password. Passwords are automatically generated as the four-digit version of your customer number, which you can find at the top of your invoice. Add zeros to the left of the number to get a four-digit number. Please change your password once you have logged into the portal for the best security. No SonicNet staff member will have access to this password once it is changed.
Back to Top
Where is SonicNet currently providing service?
Please see our coverage map for the most up-to-date coverage information. Service is continually being expanded, so check back often, or contact our office to request service in your area.
Back to Top
What if I am not happy with my service?
SonicNet has a thirty-day guarantee. We want our customers to be thrilled with their service. If you experience technical problems that cannot be resolved, SonicNet will refund your installation fee and first month's payment. If the equipment is operating properly, however, only the first month's payment will be refunded.
Back to Top
What is a site survey?
The site survey is a very important part of the installation process. As the first step in the installation, our technicians will determine signal quality at your location.
It may be determined that there is not adequate signal strength at your location due to topography, extra heavy foliage or distance from the master unit. If that is the case, the crew will abort the installation at that point.
If the signal test is within established parameters for reliable service, the crew will, in most cases, install service immediately.
Back to Top
What if the initial site survey indicates that I cannot get signal?
There are several reasons why signal cannot be obtained at a given location. These include unusually heavy foliage between the customer and the master unit, the customer resides in a low-lying area, or the customer is too far from the master unit to obtain adequate signal strength. Sometimes more than one of these issues exist at the same time.
In some cases we can try a different antenna that has higher-gain reception. This antenna may be at a higher cost than our standard antenna (which is included in a standard installation), and we will discuss this option with a customer at the time of a site survey. We also can install a mast up to 50' tall in order to get an antenna higher, and in some cases this solves reception problems. A mast, too, is in addition to the standard installation price. Please see our Packages and Prices page for full information.
If SonicNet receives enough service requests within a general geographic location where signal cannot be obtained by any of the above methods, we may be able to install a remote access point closer to the customer's location. Factors affecting this include subscription density, access to land on which to place a small tower and ability to get signal from the master unit to the remote access point.
Back to Top
What is and isn't covered in SonicNet's support following installation?
SonicNet will maintain the equipment necessary to provide signal to the Subscriber. SonicNet is not responsible for objects that may interfere with the signal such as tree growth, heavy snow, other wireless devices that may use the same transmission frequency as SonicNet radios, or other acts of God that we can't control, such as lightning or power surge damage. The subscriber is responsible for maintaining all equipment within the building, including computers and network equipment, if applicable, and to ensure that equipment is not tampered with or in any way damaged. This includes making sure computers are protected from viruses and adware that may significantly affect processing speed. Please visit our Internet Links page to download free virus and adware protection. Routine computer maintenance is one of the most important things a person can do to ensure the best possible Internet-use experience.
Back to Top
What are the computer requirements for your service?
You simply need a computer with a network interface card (go to our Useful Links page to find out how to determine if your computer has one) and Internet Explorer 5.0 or higher or a similar web browser. Your computer will also need to have an Ethernet jack (looks similar to a phone jack, but larger) if it will be wired directly to the service. A wireless router can also be connected at the time of service installation at an additional cost. This would allow multiple computers to operate at the same time if they are wireless-capable.
Minimum requirements for your computer running Windows Vista are as follows: 2GB Memory (4GB recommended for optimal performance) and at least 80GB disk space (most new computers come with 160GB). If purchasing a new computer, SonicNet does not recommend purchasing or using Norton Anti-virus due to potential conflicts causing poor Internet connections.
Back to Top
Does SonicNet offer email service?
SonicNet does not provide email accounts due to the excellent free web-based accounts available through Google, Yahoo, MSN and so forth. We recommend that customers who need new email accounts research those available and select the one that best meets their needs.
Back to Top
How do I reboot my system to improve or restore connection?
First, turn off all computers.
Second, turn off or unplug the power strip (if you have one) that the small box on your wall is connected to. Your wireless router (if you have one) may be connected to this power strip also. If you do not have a power strip, or your small box and your router are not on the same strip, unplug both of these individually.
Wait 10-15 seconds, then replug or turn on everything, starting with the box, then a router, then computer(s).
Wait at least 1-2 minutes for everything to power up and the system to re-establish an IP address.
The most important item to power down is the small box on the wall. This usually has 1 or 2 green lights on it and provides the power to the radio on your antenna. By unplugging/replugging this device, you are "rebooting" your radio.
If you cannot connect to the Internet after rebooting, call our HELP/Tech Support Line to report the outage.
Back to Top
I'm a SonicNet customer. Is there a referral program if I refer a neighbor or friend to SonicNet?
Yes. We highly encourage customer referrals. In fact, we believe that's the very best form of positive advertising. Current customers will receive a $10 credit on their account for each customer they refer who is successfully installed. Credit will be applied to the next invoice, whether a customer pays monthly or annually. No cash payments will be made. Either the existing customer or the referred customer must inform SonicNet staff in order for credit to be processed correctly. We assume no responsibility for posting credit without official notification.
Back to Top
Can I watch Neflix or other movies through my Internet connection?
The higher-speed packages will give the customer the best video viewing experience, but it should be noted that movies use a lot of bandwidth and each service package has limits. The customer needs to be aware that significant video viewing may result in higher Internet fees. Netflix movies, for example, run between 2 and 4 GB each. In all cases, the customer should select "no HD content" in his/her Netflix account, which will reduce the bandwidth usage. SonicNet does not guarantee the quality of video viewing as the network does not differentiate between data and video transmissions.
Back to Top
Can I use a wireless router with SonicNet service?
Yes, many customers have wireless networks in their homes or businesses. SonicNet requires that all wireless networks be security-enabled. Routers can be provided and installed by SonicNet (contact the Business Office for current pricing), or customers can install their own. The SonicNet installation crew will be happy to connect to a customer's existing wireless router at the time of installation if it is a commonly known brand.
Back to Top
How can I change my level of service?
Simply call our business office at 888.631.9666, extension 0, to request the change, or send an email by clicking "Email" along the left-hand side of this screen. We'll be happy to help.
Back to Top
Can the Internet service interfere with my cordless phone, baby monitor or other wireless household devices?
Our signal transmits at 900MHz and 2.4GHz. If your cordless phone, baby monitor, or other wireless household device is also at either of these frequencies, there could be interference on both services. On your phone, you might have buzzing. On the Internet connection, there may be data packet loss, which would cause sub-optimal performance. To avoid this problem, cordless phones in the building need to be at least 5.8Ghz or newer (current models at stores are "DECT 6.0"). Video baby monitors and wireless speakers also can cause problems. Please check the information with your product to determine the radio frequency it uses to transmit signal to determine if this might be the cause for poor Internet connections. If so, simply unplug and remove batteries from these devices, and your Internet should work fine.
Back to Top
How secure is this service?
Fixed-wireless service is as secure as your computer. Our servers are firewall protected and transmission is point to point, meaning that only your computer or wireless router can access the signal. It is important that customers keep their computers fully up to date with the latest antivirus, antispyware and antiadware software available. We suggest daily updates and scans for the best level of protection. In addition, customers should check for software updates frequently for their Internet browser (i.e., Microsoft for Internet Explorer). Microsoft Windows updates are also available online and should be done periodically.
Back to Top
Can I use VOIP phone service with my SonicNet service?
We do not recommend or support VOIP at this time.
Back to Top
What is file sharing and why is it prohibited on the SonicNet network?
File sharing is the open connection between a computer and media server such as LimeWire, Morpheus, or WimMX among many others. This connection allows files on a computer to be automatically uploaded even without the owner's knowledge. This open connection uses significant amounts of bandwidth, thus causing our entire network's speeds to be adversely affected.
SonicNet must prohibit file sharing so that all customers have optimal connection speeds.
We realize that customers are often not aware their software is allowing file sharing. If we notice an unusual amount of data being uploaded by a customer, we will contact him/her to discuss.
For instructions on disabling file sharing on your media software, please go to the tab at left labled "Disabling Filesharing."
Back to Top
I am an existing customer and need technical help. How do I reach someone?
The best way to get help is by calling our tech support line at 888.631.9666, extension 2. Most calls will be answered immediately between the hours of 8:00 and 5:00 Monday through Friday unless we are on the line with another caller. Calls outside these hours will be returned as quickly as possible.
Back to Top
Sometimes when I am traveling, I cannot send email through my email client (Outlook, Thunderbird, etc.). Why does this happen, and what should I do?
Some ISPs block port 25 on outgoing mail to protect against spammers. If you cannot send email when using another Internet service while out of town, use your web mail online rather than your email client. For example, for Gmail or Yahoo or other email accounts, go to that web site on your web browser and sign into your email account online. You can try to contact the local Internet provider, but the easiest solution is to simply use web mail instead of Outlook/Thunderbird/other.
Back to Top
Is there a service fee if I need technical assistance?
SonicNet will provide phone support at no charge. In many cases, questions can be handled over the phone. If a crew needs to provide on-site repairs, SonicNet is responsible for the performance of its network, which includes the proper performance of the antenna and processing unit (radio) on the customer's home/office. In the event of lightning strike or other acts of God, including foliage growing between the customer's antenna and the tower, customer is responsible for the cost of replacement or re-aiming the antenna. Labor is billed at a reasonable hourly rate. Replaced equipment is billed at cost.
Back to Top
How do I know if my computer has a Network Interface Card (NIC)?
Simply click on the Useful Links tab at the left-hand side of this screen for a link to instructions.
Back to Top
|
|
|
