Frequent Questions

Do you provide fiber optic internet service? 

Yes. In most locations we will deliver our internet service via fiber optic.

Does your wireless network perform well in forested areas, and around trees?

Our system works well in trees because the units are kept relatively close to one another, and we have options to go through, around, and under trees to avoid being affected by blocking of leaves and foliage.

What are your upload/download Speeds?

Results will vary based on the individual service area and our backhaul connection for a given location. Our goal is to provide at least 100Mbps upload and download for wireless service and >200Mbps for our fiber service. As our service areas expand, we'll be able to increase speeds.

Can I get a public static IP?

Not at this time. In the future, we may offer this service.

What happens if the power is out? 

If you have no power at your house your internet will likely be offline. The ONT device we install at your house requires connection to a power source in order to provide you internet. If you have a generator then you would have internet service provided the outlet you have the ONT connected to has power. If you do not have power at your house your internet service would not function.

Do you have an Acceptable Use Policy (AUP)?

Yes, check it out in The Fine Print.

What equipment is required?

Our fiber optic service requires an ONT device called a XGS-PON to be placed on or inside your home. The device is smaller than most cell phones and requires a standard power outlet. From there you can plug directly into the network with an ethernet cable or connect a wireless router. 

Our wireless service works by bringing the Internet to your home wirelessly. We install a small antenna (not much bigger than a smartphone) on the exterior of your home. The antenna is included in your monthly subscription rate. This connects to our mesh network nodes throughout the community. From the antenna installed on your home, we run an ethernet cable into your house that is plugged into to a Wi-Fi router or directly to your computer allowing you to access the Internet.

What power connection and other wiring and/or cabling do you require?

We can run the ethernet cable from the antenna to nearly anywhere in your home; our equipment only needs access to a standard power outlet.

For convenience, we recommend the shortest path from the antenna into your home. You can then use the wifi router to further extend the signal throughout your house.

Do you provide a Wi-Fi router or can we use our own Wi-Fi router?

You may use your own router, wired or wireless.*  You also have the option to directly connect your computer to the ethernet cable we provide. However, this limits the number of devices you can connect. We can recommend some good routers if you need assistance in choosing one for your home/business. 

*If you have an older Wifi Router that is more then 2-3 years old, our streaming guarantee is not valid as older devices may not be able to achieve full bandwidth speeds due to their legacy hardware/software that do not support higher speeds and may cause you to have a poor service experience.

What Wi-Fi router would you recommend?

The following <insert link> will provide you with a number of great wireless options from TP-Link. Typically a single node will provide full coverage to most homes. If you need to extend the Wi-Fi to other parts of the house we would recommend one of the multi-node mesh network options.

How long does installation typically take?

The actual installation time can vary based on the type of residence. However, the average installation time once our installer is on-site is approximately two hours.

Will you be digging up my yard? 

Every install is different and depends on a number of factors. In some cases we may bring the fiber optic cable to your house aerially. In other cases we will need to bury the fiber under your yard. We use a vibratory plow that minimizes the amount of ground disturbance. 

What do I do if my service goes out?

Please contact our support team.

Do you provide me with an email address?

No. We only provide internet service. You can get a free email account from Google or many other providers. Providing email accounts with internet service is a very outdated practice because there are a number of Companies that offer free and much better options for email, often bundled with other free security features. 

Google, Yahoo and Microsoft all offer free email, calendar, spam/virus protection and a lot of other built in features that all work from a browser on your computer and on your phone.  Here's links to each of those services if you are looking to sign up for a free email account. 

• Google 

• Microsoft

• Yahoo

Will my <name>@<some-otherISP.net|.com> still work after I switch to your service? 

It will depending on which company provides your email service. For example, if you have a Google email address then yes, your email will continue to work after you switch to our service as your Google email account is not linked to your local ISP service. However, if you had an email from say Centurylink (or a formerly local ISP out of Hood River) then it is most likely that when you cancel your internet service with them they will terminate your email address.  Please consult your current ISP or sign up for one of the free email services mentioned above. 

Do you provide computer support?

No. We'll only assist you in troubleshooting internet connectivity (i.e. can you get out to websites on the internet), but we do no provide repairs or support for computer problems. There are several local computer service companies around The Gorge that can assist you with computer-related issues if you need a name please ask and we'll refer you.

Do you provide Voice/Phone services?

No. There's a number of companies that provide reliable voice services that you can sign up for based on your needs.

Do you provide TV Streaming services?

No. There's more services out there than you can shake a stick at like Netflix, Hulu, Amazon, etc. We provide you the highspeed internet to get you connected and allow streaming. Which streaming service you want to use is your choice.  

When will I be billed?

Your payment due date will begin on your service install & activation date. For example, if your service is installed on the 7th, we will charge your credit/debit card every month on the 7th.

What forms of payment do you accept?

We accept all major credit cards or debit cards.

Why don't you accept cash or check?

Managing cash/checks requires additional accounting staff. To keep our overhead and costs to you down, we rely on monthly recurring payments.  Your subscription will be automatically charged on your monthly invoice date. 

What if my card is declined?

We will attempt to reprocess payment. If we are unable to successfully process payment after the 2nd attempt we will contact you to rectify the issue. Failure to provide payment within 14 days of your payment due date will result in service being suspended until payment is made.  Note: This does not remove your payment obligation but is meant to prevent additional charges from piling up.

If you card is declined in any two consecutive months we may charge a fee to reinstate service to cover our costs dealing with your non-payment.
  

What are the terms & conditions of the service?

See our Terms & Conditions page.

Are there any other fees?

There is a one-time installation charge due at completion of your installation, along with the first month's service charge.

Are there contract term lengths?

There are no contract terms, you can cancel at anytime. We hope you don't choose to cancel but if you do your service would remain active through the end of your current billing cycle.

Can I get a refund?

If you are unsatisfied with the service during the first 30 days and we are unable to make it right, we'll refund the money for your first month's subscription, but the one-time installation fee is non-refundable. 

After 30 days, you can cancel under our normal cancelation policy outlined in the Terms & Conditions page. Contact our Customer Service team if you would like to cancel.

Do you participate in the FCC's Affordable Connectivity Program (ACP) to help me save on my internet costs? 

We do plan to participate in the ACP program once Congress determines if they will renew funding for it. You can learn more about the program on the FCC website at https://getinternet.gov/.