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Residential FAQs

Q.  How is Unwired different from the competition and the larger conglomerates?

 

A.  Unwired is a locally owned and operated ISP that values reliable service, honest communication, and responsiveness to our clients.  We do not cap your data, block your ports, or sneak hidden fees and accelerators onto your monthly bill.  We are proud to provide a redundant network backed by 24/7 local and knowledgeable support staff and we offer you a month-to-month contract so there are no long-term obligations or penalties.  We believe in net neutrality, customer privacy, and most importantly, customer satisfaction.  These are just a few of the things we are proud to offer our customers here at Unwired.

 

 

Q:  Is Unwired Ltd service available in my area?

 

A: Unwired Ltd fixed wireless service is currently available throughout the East Bay as well as parts of Marin and San Francisco. To learn more about our coverage areas please take a look at our coverage map, or contact our Sales Team to determine if service is available in your area.

Sales: Sales@unwiredltd.com / 510-868-1614 x 2

 

 

Q:  Am I locked into a long-term contract when I sign up for service?

 

A:  Not at all. All of our consumer plans are month-to-month.  We do not require a long-term contract nor do we impose early termination fees.  We merely ask for 30-days of notice if you plan on canceling service.

 

 

Q:  How do I know if I will have a good line of site?

 

A:  If you fall into the pink area on our coverage map, you are a good candidate for wireless service.  When service is requested, prior to installing the equipment we will verify line of site and test your signal strength to determine if an adequate service signal is available. If it is determined that we cannot complete the installation due to obstacles or other signal issues, Unwired will not proceed with the installation, your signed paperwork will be voided and any advance payments for service will be refunded.

 

 

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 can count on reliable service regardless of the weather.

 

 

Q:  What is a typical installation for wireless internet service?

 

A:  A typical installation consists of a small radio and antenna that are externally mounted on your home or property and are designed to receive internet wirelessly from one of our local transmission towers.  The equipment requires a clear line of sight to the tower so placement on the rooftop or upper floors of your home tends to be best.  Obstacles such as dense foliage or buildings could impact your line of sight so our installers work to find a location which enables the strongest signal yet is as unobtrusive as possible. An ethernet cable is run from the radio to the inside of your home and we connect the ethernet to a POE injector (which is a device that plugs into a power outlet).  There in an additional ethernet port on the POE that can be used to plug in your personal computer or router.  In order to properly connect to the internet, your device will need to be programmed with static IP’s which we will give you at the time of the installation.

 

 

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

 

A:  We prefer that you have permission from your landlord before the installation to ensure compliance with your rental agreement and prevent problems down the line.  If this presents an issue for you, there have been some rulings by the FCC you can read on the FCC website to determine if you need to have permission prior to installation. 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.  If you would like to provide your landlord with an overview of a standard installation from Unwired, please refer them to our Installation Overview document.  Sometimes this helps!

 

 

Q:  How do I know what plan to get or how much speed I really need?

 

A:  While there are arguments for faster speeds in some cases, many customers are shocked to realize that the average consumer only uses about 1-5 Mbps of bandwidth, and a service plan of 10Mbps is more than sufficient to support the average household.  To determine how much bandwidth you might need, we generally recommend selecting a plan that corresponds to the number of expected simultaneous users:

 

 

Users1 - 2 Users3 - 4 Users5 - 6 UsersService PlanStandard (10Mbps Down / 3Mbps Up)Advantage (16Mbps Down / 6Mbps Up)Extreme (22Mbps Down / 9Mbps Up)

 

 

Another way to select a plan is based on your expected online usage and behavior.  Below is a rough estimate of how much bandwidth a particular online activity consumes.  Adding up your expected activities will help determine the plan best suited for you.

 

 

Bandwidth Consumption per Instance1 – 2Mbps Download1 – 3Mbps Download5 – 7Mbps DownloadActivityYoutubeOnline Videos in SD (Netflix, Hulu, etc.)Online Videos in HD (720p, 1080p, etc.)Online Gaming (PS4, XBOX, PC, etc.)Voice + Video (Skype, Hangouts, etc.)Music Streaming (Pandora, Spotify, etc.)Browsing WebsitesRemote Desktop, VPN, etc.Downloading through Websites, Torrents, etc.Uploading (Dropbox, Facebook, Imgur, etc.)Less than 1Mbps Download and Upload1Mbps Download and Upload1 – 2Mbps DownloadLess than 1Mbps DownloadLess than 1Mbps Download & UploadAttempts to use all available DownloadAttempts to use all available Upload

 

 

 

Q:  Does Unwired provide the Wifi throughout my house?

A:  No. Unwired will provide internet service to your home, however the internal setup and support of your router and the distribution of Wifi within your residence is the responsibility of the home-owner. Given the unique nature of every router and every home setup, we recommend that you consult directly with your router manufacturer for questions pertaining to your in-home wireless setup, changes to your wifi or router, or adding devices or computers to your home.  As a courtesy, we have provided general troubleshooting steps for router setup on our Support FAQ page, but specific details pertaining to your setup will ultimately be based on your personal router selection and your home configuration.  As such, it is always best to consult with an IT specialist for specific details as this is outside the scope of what Unwired provides.

 

 

Q:  What does burstable mean?

A: Burstable means that when you are downloading or uploading a large file, your usage may go up to the maximum speed allowed by your plan, (either 10 Mbps, 16 Mbps, or 22 Mbps) but we request that you not maintain this speed for long periods of time.  Thresholds for sustained usage are outlined in your Subscriber Agreement and listed below:

 

  • 10/3 plan is 1 mbps (128 KB/s) down / 500 kbps (62.5 KB/s) up
  • 16/6 plan is 2 mbps (256 KB/s) down / 1 mbps (128 KB/s) up
  • 22/9 plan is 3 mbps (384 KB/s) down / 1.5 mbps (192 KB/s) up

 

We ask that all users self-regulate in accordance with the requested thresholds.  If you maintain usage above these thresholds, we may request that you limit your average usage or upgrade to a higher capacity service plan. Should the network be negatively impacted by sustained usage, Unwired reserves the right to limit your usage to reduce network impact until you can reduce your sustained traffic.  Please feel free to consult the subscriber agreement if you need further clarification or contact us with any questions.

 

 

Q:  Does Unwired Ltd block ports or cap usage?

 

A:  No! Unwired provides an unfiltered and uncapped internet experience.  We do not charge for access to specific sites, we do not block ports, and we do not cap your usage.  We do however ask that all of our users abide by our acceptable use policy and Subscriber Agreement which both promote healthy internet behavior.  Please see links below for more details..  subscriber agreement acceptable use policy.

 

 

Q:  Are there any limitations on file sharing?

 

A: When using file sharing applications, the download speed is typically below your network capacity, thus generally does not present a problem.  With uploads however, file sharing will often try to utilize all of the bandwidth available on the network. As such, Unwired requires customers to set maximum upload speeds to 500k for the Standard Plan, 1Mbps for the Advantage Plan and 1.5Mbps for the Extreme Plan.  If using more than the speeds allowed, Unwired reserves the right to limit your usage to reduce network impact until your usage is reduced.  You may consult the subscriber agreement if you need further clarification or contact us with any questions you might have.

 

 

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

 

A: No.  There are no hidden taxes associated with our fixed wireless service plans, nor do we have any hidden escalators or surprise rate changes that pop up after an unidentified period of time.  The monthly fee that we quote is the fee that you pay and is a rate you can count on, month after month after month.  If we offer you a service that does have affiliated taxes (e.g. fiber service), we list these out in the service order so you are aware of all of the fees in advance of service.

 

 

Q:  How will I receive my monthly invoices?

 

A:  Monthly invoices are sent via email from Billing@UnwiredLtd.com.  In an effort to support the environment, we do not mail physical invoices so we ask that you provide an email address that you check often to ensure you see all of our notifications.

 

 

Q:  What methods of payment does Unwired support?

 

A:  We support a range of payment methods including automated credit card billing, online payment links for direct ACH or CC payments, Apply Pay, and of course, a good old-fashioned check in the mail.  We are also established as a vendor with Bill.com if you would like to setup automated vendor payments through this resource.