Consumer Wireless FAQ's


Do you have questions about our service? If so, we have the answers.


 

Q: Do I need to commit to a long-term contract in order to subscribe to one of your Consumer plans?

A: Not at all. Both of our consumer plans are month-to-month if you purchase the equipment. If you choose to rent the equipment we require a one year contract which becomes month-to-month once the one year term expires.

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Q: Is E-mail included as part of your service, or do I have to pay extra for this?

A: The Internet Value Plan comes with 3 free accounts and the Internet Pro Plan comes with 6 free accounts. Just select a username, and we'll take care of the rest.

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Q: What type of equipment is needed for installation?

A: A typical installation consists of an externally mounted antenna and a radio. The equipment must be mounted with a clear line of sight to our nearest base station, so this usually requires placement on the rooftop or upper floors of your home or office. Our installers will strive to find a location which enables a strong signal, yet is as unobtrusive as possible. We provide a single ethernet jack inside your home or office that you can plug into your personal computer or router, if desired, for distribution to your network. Additionally, each radio requires an in-house power outlet.

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Q: Can I install the equipment myself?

A: No - We consider it our responsibility to ensure that when you are connected to our network, you are connected with the highest possible signal available. As a result, we require that the equipment be installed by one our approved technicians or installers.

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Q: You describe your service as 'Symmetrical'. What does that mean?

A: A symmetrical link is one in which the data is transferred at the same rate both upstream and downstream. This means that you will experience the fastest connection possible, whether you're downloading data (e.g. surfing the web, opening e-mails, or watching streaming video), or uploading data (e.g. entering in a new URL link, or sending e-mails). While many companies boast high-speed connections, if you look at the fine print, you'll frequently find a disclaimer indicating that the referenced speeds are for 'downloads' only and that the upload speed is a fraction of the advertised rate. With Unwired, you get the same fast speed, up or down.

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Q: Is Unwired service available in all areas?

A:Currently, we offer service to customers located throughout the East Bay and San Francisco. If you would like to learn more about our coverage areas plese look at our wireless coverage map.

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Q: Is a 'Line of Sight' required to obtain Unwired Service?

A:Yes. In order to establish the best connection to our network, the antenna mounted on your home or office must have a clear line of sight to one our transmitters. Obstacles such as dense foliage or buildings could impact your line of sight and prevent a clear signal. If service is requested, prior to installing the equipment, we will test your signal strength and determine if an adequate service signal is available. If it is determined that we can not complete the installation due to obstacles or other signal issues, Unwired will reimburse any advance payments for equipment or service.

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Q: Will fog or rain affect my service?

A: No, the equipment that we use is not affected by either rain or fog so you will have great service all the time!

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Q: I just found out that Unwired service is not yet available in my neighborhood. Is there a way to find out when service might be available in my area?

A: We are growing daily and are focused on expanding into areas that are in need of local internet services. If you're in an area that does not have an internet option available, or if you're just interested in finding out when we'll be reaching your neighborhood, drop us a line at sales@unwiredltd.com. We welcome hearing from you.

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Q: Once setup, can I network the equipment to other computers?

A: Yes - under our Consumer plans you can utilize a router to share the connection with up to 4 additional computers in your home. However, you may not share the service with other homes, businesses, or additional third-parties without the explicit written consent of Unwired.

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Q: I would like to connect additional home computers to my network but don't know how. Can Unwired help?

A: Yes - once installed with primary service, Unwired staff are available for additional support and custom configurations at a rate of $100/hr. If you would like additional support, please feel free to contact us.

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Q: Are there restrictions I should be aware of relative to Unwired service?

A: There are no unusual restrictions associated with service apart from the normal terms and conditions associated with any internet connection. For details, please reference our subscriber agreement and acceptable use policy.

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Q: Does Unwired monitor traffic use?

A: Yes - In an effort to ensure that all customers experience the best speeds available, Unwired reserves the right to monitor traffic and treat certain types of traffic with a lower priority on the network. Such lower priority traffic may include file-sharing applications such as Kazaa, and Morpheus, etc.

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Q: What type of radios do you use for the Consumer Service Plans?

A: The specific type of radio we use for each home/office varies depending on the type of plan selected as well as the distance from the tower. Overall, we have three radio options for the consumer plans.

  1. A 900Mhz radio capable of supporting up to 3 Mb/s data speeds,
  2. A 2.4Ghz radio capable of supporting up to 5.5 Mb/s data speeds, and
  3. A 5.8Ghz radio capable of supporting up to 6Mb/s data speeds.

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Q: I've noticed that when I'm surfing the web, certain web sites are slower than others. What causes this behavior?

A: No matter how fast your connection speed is to the internet, there are certain factors that can affect your download performance times on the internet. Factors that govern such speed include:

  • The performance of the server hosting the target web site
  • The bandwidth of the connection between the web site's server and the Internet
  • The type of file transfer being used (FTP file transfers download at higher speeds than HTML web pages)
  • Backbone usage
  • Router latency
  • Internet traffic patterns - Certain times of the day tend to have higher internet traffic than others
  • Your PC (Some internal PC components may impose speed limitations, commonly seen with older computers)

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Q: What does burstable mean?

Burstable means that when downloading or uploading a large file your usage may go up to the maximum allowed by your plan, either 3Mbps or 6Mbps, but we request that you not maintain this speed for long periods of time. Your sustained usage should be .5Mbps for 3/3 plans and 1Mbps for 6/6 plans. If you maintain usage above these thresholds, Unwired reserves the right to limit your usage to reduce network impact until you can reduce your sustained usage. You can consult the subscriber agreement if you need further clarification or contact us with any questions you might have.

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Q: Are there any limitations on file sharing?

When using file sharing, typically the download speed is below the network capacity and does not cause any trouble. However, with uploads, file sharing will attempt to upload the file to hundreds of users around the world and will often try to utilize all the bandwidth available on the network. With uploads Unwired requires customers to set maximum upload speeds to 250k for 3/3 plans and 500k for 6/6 plans. If using more than the speeds allowed Unwired reserves the right to limit your usage to reduce network impact until you reduce your usage. You can consult the subscriber agreement if you need further clarification or contact us with any questions you might have.

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Q: Do I have to get permission from my landlord to have your service installed?

Unwired would prefer that you have permission from your landlord before the installation to prevent problems. However, there have been some rulings by the FCC that you can read to determine if you need to have permission prior to installation. You can look at the FCC website for more clarification. If you are still unsure if the FCC rules apply to you we recommend erring on the side of caution and getting permission from your landlord.

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Q: Are there any other taxes or fees that are not disclosed?

Nope! Your Unwired monthly service does not have any hidden taxes or fees!

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