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FAQ
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What Is WiSpan Internet?
WiSpan Internet is a form of high speed, or broadband, Internet access that uses a radio frequency instead of phone or cable lines. WiSpan provides high speed, cost effective solutions for Internet access via wireless - NO PHONE LINES NEEDED! There is no need to worry about slow downloads, busy signals, or disconnections anymore, with Wireless Internet your computer is always on the Internet. Using a brand new technology, WiSpan offers the best cost effective, high-speed Internet access around.
WiSpan Internet is a form of high speed, or broadband, Internet access that uses a radio frequency instead of phone or cable lines. WiSpan provides high speed, cost effective solutions for Internet access via wireless - NO PHONE LINES NEEDED! There is no need to worry about slow downloads, busy signals, or disconnections anymore, with Wireless Internet your computer is always on the Internet. Using a brand new technology, WiSpan offers the best cost effective, high-speed Internet access around.
How fast is WiSpan Internet?
WiSpan Internet connection speeds allow the customer to connect at broadband speeds and beyond. We upgrade plans periodically so our customers can expect even faster connection speeds in the future! View our service plans to see the speeds we offer.
WiSpan Internet connection speeds allow the customer to connect at broadband speeds and beyond. We upgrade plans periodically so our customers can expect even faster connection speeds in the future! View our service plans to see the speeds we offer.
What equipment is needed?
The customer will need an external radio (which we provide), a network capable computer, and a cable to connect the two. Battery backup is also highly recommended, and surge-suppressing devices are required for our equipment and should also be used with all computers and their various connections.
The customer will need an external radio (which we provide), a network capable computer, and a cable to connect the two. Battery backup is also highly recommended, and surge-suppressing devices are required for our equipment and should also be used with all computers and their various connections.
Are packages upgradable?
Yes, that is what makes WiSpan Internet so flexible and scalable. With the technology we use, all we have to do is "flip a switch" to upgrade your service. We can change your connection speed within 24 hours, usually with no additional hardware. To expand a standard T1 connection, you'd have to have another T1 installed, which can take up to 3 months and requires additional hardware. DSL users can be upgraded within a few weeks, but DSL top speeds just don't compare.
Yes, that is what makes WiSpan Internet so flexible and scalable. With the technology we use, all we have to do is "flip a switch" to upgrade your service. We can change your connection speed within 24 hours, usually with no additional hardware. To expand a standard T1 connection, you'd have to have another T1 installed, which can take up to 3 months and requires additional hardware. DSL users can be upgraded within a few weeks, but DSL top speeds just don't compare.
Can I change plans?
Yes, please see the previous question.
Yes, please see the previous question.
Why is there an installation fee? / Is there a contract?
We charge an installation fee to cover the cost of getting the initial connection to you. Unlike cable and phone companies, we don’t already have a cable in your house into which we can plug our equipment, so there is a major cost for us of running a cable, mounting a wireless receiver, and having a technician perform the ~3 hour installation. The installation fee helps with those costs.
Additionally, an installation fee allows us to offer service without requiring a contract. Typically, DSL, cable, cellular, satellite, or other wireless services will make you sign a 2 year contract. Unless you read the fine print you might not know what you’re getting into. Most people aren’t usually excited about signing any kind of internet contract, so these companies will lure you in by offering “free” installation. Nothing is free and these companies know it more than anyone, so they hide the installation fee into your monthly payment by charging you equipment “rental fees” or even increase your monthly payment after a certain period. Usually in those cases these companies will claim your first 6 months were at a reduced promotional rate and then increase your bill by 70%-100%. So after 6 months the $35 a month “free installation” internet that you signed up for could turn into a $70 a month bill you never saw coming. Unfortunately, canceling isn’t going to be easy since you’re still on contract and doing so could result in several hundred dollars of early termination fees.
We try and avoid situations like those because it can get messy and confusing. We like to be able to sum up the terms of our service in a single sentence, not several pages of "legal speak” because we have nothing to hide. We have no extra fees, no contract, and the price on our package page is the price you’ll pay every month. The “Legacy Packages”, which were the packages we had when we first started service, were the same price for nearly 10 years until we came out with new packages. So you can be confident we won’t raise our prices or charge you anything you weren’t expecting. Even with an installation fee, service with WiSpan usually ends up cheaper in the long run. We like to keep things simple, and the only thing you’ll be surprised with is fast and inexpensive internet.
We charge an installation fee to cover the cost of getting the initial connection to you. Unlike cable and phone companies, we don’t already have a cable in your house into which we can plug our equipment, so there is a major cost for us of running a cable, mounting a wireless receiver, and having a technician perform the ~3 hour installation. The installation fee helps with those costs.
Additionally, an installation fee allows us to offer service without requiring a contract. Typically, DSL, cable, cellular, satellite, or other wireless services will make you sign a 2 year contract. Unless you read the fine print you might not know what you’re getting into. Most people aren’t usually excited about signing any kind of internet contract, so these companies will lure you in by offering “free” installation. Nothing is free and these companies know it more than anyone, so they hide the installation fee into your monthly payment by charging you equipment “rental fees” or even increase your monthly payment after a certain period. Usually in those cases these companies will claim your first 6 months were at a reduced promotional rate and then increase your bill by 70%-100%. So after 6 months the $35 a month “free installation” internet that you signed up for could turn into a $70 a month bill you never saw coming. Unfortunately, canceling isn’t going to be easy since you’re still on contract and doing so could result in several hundred dollars of early termination fees.
We try and avoid situations like those because it can get messy and confusing. We like to be able to sum up the terms of our service in a single sentence, not several pages of "legal speak” because we have nothing to hide. We have no extra fees, no contract, and the price on our package page is the price you’ll pay every month. The “Legacy Packages”, which were the packages we had when we first started service, were the same price for nearly 10 years until we came out with new packages. So you can be confident we won’t raise our prices or charge you anything you weren’t expecting. Even with an installation fee, service with WiSpan usually ends up cheaper in the long run. We like to keep things simple, and the only thing you’ll be surprised with is fast and inexpensive internet.
Help! My account has been disconnected for non-payment.
When will my service be turned back on?
Your service will be turned back on when your payment is processed by PayPal, it clears your bank, is posted to our PayPal account with an email confirmation notifying us, and we manually post your payment to your account and turn your service back on. This process can happen very quickly, or may take several hours, but is usually the same day. If you have recently made a payment, please wait for this payment process to happen as we usually post payments in batches at different times of the day. Please have patience and refrain from contacting us to try and speed up this process and ask that your specific payment be individually posted. If you think there is an issue with your payment, or you are having issues with your service not working for an extended period after having paid your balance and your account is showing paid, then please reach out to us. Some issues can be resolved by restarting your router and the indoor POE power supply that feeds your outdoor receiver. Any restarts will require waiting around 2 minutes for your service to reconnect.
Can you turn my service back on now if I promise to pay my balance at a later time?
We generally do not do this. We will sometimes make exceptions for unique cases or new customers with technical issues getting used to our billing process. However, working from home, going to school online, or relying on your internet connection as your primary source of entertainment are not unique cases for which we make an exception, as most everyone falls in at least one of these categories. Though, if you do have some important business to take care of which requires your internet connection to accomplish, then you may use your connection during the hours of 7:00 AM to 10:00 AM. During this 3 hour window any accounts that have been disconnected will function normally, so if you have urgent business, it is best to plan to do it during these hours.
When will my service be turned back on?
Your service will be turned back on when your payment is processed by PayPal, it clears your bank, is posted to our PayPal account with an email confirmation notifying us, and we manually post your payment to your account and turn your service back on. This process can happen very quickly, or may take several hours, but is usually the same day. If you have recently made a payment, please wait for this payment process to happen as we usually post payments in batches at different times of the day. Please have patience and refrain from contacting us to try and speed up this process and ask that your specific payment be individually posted. If you think there is an issue with your payment, or you are having issues with your service not working for an extended period after having paid your balance and your account is showing paid, then please reach out to us. Some issues can be resolved by restarting your router and the indoor POE power supply that feeds your outdoor receiver. Any restarts will require waiting around 2 minutes for your service to reconnect.
Can you turn my service back on now if I promise to pay my balance at a later time?
We generally do not do this. We will sometimes make exceptions for unique cases or new customers with technical issues getting used to our billing process. However, working from home, going to school online, or relying on your internet connection as your primary source of entertainment are not unique cases for which we make an exception, as most everyone falls in at least one of these categories. Though, if you do have some important business to take care of which requires your internet connection to accomplish, then you may use your connection during the hours of 7:00 AM to 10:00 AM. During this 3 hour window any accounts that have been disconnected will function normally, so if you have urgent business, it is best to plan to do it during these hours.
Will I have to learn anything new to use this system?
You will have to learn to enjoy the Internet the way it was meant to to be...fast! If you already know how to use a web browser, you will find our system totally transparent. You are always online. You click on your browser icon, and you are online with no delay - no waiting for a phone line or a connection.
You will have to learn to enjoy the Internet the way it was meant to to be...fast! If you already know how to use a web browser, you will find our system totally transparent. You are always online. You click on your browser icon, and you are online with no delay - no waiting for a phone line or a connection.
I'm tired of dealing with huge service providers, fine print, and hidden costs. Is WiSpan any different?
YES! We hate "run-around" as much as you do. That's why we staff knowledgeable, live people to take care of our customers. Our plans don't require a service commitment or payment several months in advance. We are confident you will love our service and have no desire to change providers. All monthly service and activation fees will be explained by one of our representatives before you sign up. We may offer the newest in technology, but we have old-fashioned ideas for how to treat our customers.
YES! We hate "run-around" as much as you do. That's why we staff knowledgeable, live people to take care of our customers. Our plans don't require a service commitment or payment several months in advance. We are confident you will love our service and have no desire to change providers. All monthly service and activation fees will be explained by one of our representatives before you sign up. We may offer the newest in technology, but we have old-fashioned ideas for how to treat our customers.
Is this the same as satellite Internet?
No! WiSpan Internet is faster and more reliable than satellite solutions. The biggest hassle with most satellite connections is that you download via the dish but upload via a standard 56k modem. (The phone line is not required for all satellite systems; however, the upload is often slower than with the 56k modem.) The wireless solution eliminates the need for separate technologies - you upload and download at the same speed through the same device. Therefore, you no longer need a dedicated phone line, which further reduces your costs while providing connectivity that is faster and more reliable than Cable or DSL.
No! WiSpan Internet is faster and more reliable than satellite solutions. The biggest hassle with most satellite connections is that you download via the dish but upload via a standard 56k modem. (The phone line is not required for all satellite systems; however, the upload is often slower than with the 56k modem.) The wireless solution eliminates the need for separate technologies - you upload and download at the same speed through the same device. Therefore, you no longer need a dedicated phone line, which further reduces your costs while providing connectivity that is faster and more reliable than Cable or DSL.
What kind of support can I expect?
Our installation technicians are well-trained in hardware installation. They will install the radio equipment and router or wireless router (at an extra cost) if you desire one. Then, our team of network technicians will work with you over the phone (or on site, if necessary) to resolve any issues regarding your connection. WiSpan does not provide any support for the network beyond your router or gateway computer, neither commercial nor residential. Our tech support, likewise, cannot monitor, configure, troubleshoot, or fix anything on your own network. If you are a business customer and have contracted internal support via WiSpan, you will need to speak with your representative before contacting support.
Our installation technicians are well-trained in hardware installation. They will install the radio equipment and router or wireless router (at an extra cost) if you desire one. Then, our team of network technicians will work with you over the phone (or on site, if necessary) to resolve any issues regarding your connection. WiSpan does not provide any support for the network beyond your router or gateway computer, neither commercial nor residential. Our tech support, likewise, cannot monitor, configure, troubleshoot, or fix anything on your own network. If you are a business customer and have contracted internal support via WiSpan, you will need to speak with your representative before contacting support.
Can I share the internet connection with the rest of the computers in my house?
Yes. We can install a routing device with a firewall already set up, which can be a computer or small Cable or DSL-like modem sharing router. If you purchase a router through us, we will configure it for your network. We cannot help you configure or maintain beyond the router, unless otherwise arranged with your WiSpan representative.
Yes. We can install a routing device with a firewall already set up, which can be a computer or small Cable or DSL-like modem sharing router. If you purchase a router through us, we will configure it for your network. We cannot help you configure or maintain beyond the router, unless otherwise arranged with your WiSpan representative.
I have multiple, non-adjacent offices. Can I connect all of them?
Yes! This is known as a multi-site connection and is possible with VPN technologies. Even if your offices are across town, on the other side of the state, or on the other side of the country, we can securely connect your offices in our service area using our wireless technology. Once connected, your network operates behind a firewall as though each of your offices resides in the same building, virtually eliminating inter-office faxing and document emailing. You also gain the peace of mind that our highly trained staff of network technicians manages your entire distributed network from a centralized location. Utilizing VPN's granularity, you choose who on your network can get to the Internet, limiting either entire offices or specific users. If you have multiple, non-adjacent offices, then WiSpan Internet will be able to help you configure them to connect through a virtual private network. Speak with one of our friendly sales reps to determine what's best for you.
Yes! This is known as a multi-site connection and is possible with VPN technologies. Even if your offices are across town, on the other side of the state, or on the other side of the country, we can securely connect your offices in our service area using our wireless technology. Once connected, your network operates behind a firewall as though each of your offices resides in the same building, virtually eliminating inter-office faxing and document emailing. You also gain the peace of mind that our highly trained staff of network technicians manages your entire distributed network from a centralized location. Utilizing VPN's granularity, you choose who on your network can get to the Internet, limiting either entire offices or specific users. If you have multiple, non-adjacent offices, then WiSpan Internet will be able to help you configure them to connect through a virtual private network. Speak with one of our friendly sales reps to determine what's best for you.
How many computers can I connect?
As many as you want, behind the router. Be aware that they will all share the bandwidth provided to you (i.e., if you had two computers using the Internet at the same time, you would not get 512Kbps each on a 512Kbps connection).
As many as you want, behind the router. Be aware that they will all share the bandwidth provided to you (i.e., if you had two computers using the Internet at the same time, you would not get 512Kbps each on a 512Kbps connection).
Will the antenna look ridiculous on my house?
You may have seen earlier-generation antennas that looked like large pizza boxes on poles. The antenna used by WiSpan is about the size of a half-gallon milk jug. It seamlessly blends into the side of the house or roof after installation.
You may have seen earlier-generation antennas that looked like large pizza boxes on poles. The antenna used by WiSpan is about the size of a half-gallon milk jug. It seamlessly blends into the side of the house or roof after installation.
Can I install the equipment myself?
No. It is our policy to allow only WiSpan technicians to install the equipment.
No. It is our policy to allow only WiSpan technicians to install the equipment.
Do you offer other services?
WiSpan Internet, LLC specializes in wireless Internet connectivity. We do only that, which involves hardware and software installation, network management, and systems monitoring. We focus on providing the highest quality wireless Internet connectivity, and that's a full-time job! (In fact, it's several full-time jobs.) We do, however, maintain a list of top-rated, high-quality firms throughout our service area. If you need it, we probably know somebody who does it, and we've taken the time to screen each of these companies to ensure they meet our strict standards for quality and customer service.
WiSpan Internet, LLC specializes in wireless Internet connectivity. We do only that, which involves hardware and software installation, network management, and systems monitoring. We focus on providing the highest quality wireless Internet connectivity, and that's a full-time job! (In fact, it's several full-time jobs.) We do, however, maintain a list of top-rated, high-quality firms throughout our service area. If you need it, we probably know somebody who does it, and we've taken the time to screen each of these companies to ensure they meet our strict standards for quality and customer service.
Why should I sign-up if I might not be able to get the service?
When you fill out our sign-up form, you're not just requesting service; you're also providing us with useful geographic data. As more potential customers submit this information, we get a better idea for the location of our next tower. Tower location is essential when it comes to providing the excellent wireless Internet connectivity that WiSpan offers. Don't worry, we do not sell or otherwise distribute your information - it is used only by us to contact you and to map the geographic distribution of potential clients.
When you fill out our sign-up form, you're not just requesting service; you're also providing us with useful geographic data. As more potential customers submit this information, we get a better idea for the location of our next tower. Tower location is essential when it comes to providing the excellent wireless Internet connectivity that WiSpan offers. Don't worry, we do not sell or otherwise distribute your information - it is used only by us to contact you and to map the geographic distribution of potential clients.