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Frequently Asked Questions

Explanation of our 'Fixed Wireless Broadband'
What happens when I go over my monthly transfer limit?
I'm already on the highest level, can I add more GB to my monthly plan?
What is involved with the actual installation?
What equipment is required?
Can I use my own equipment?
How is this service different from satellite?
What kind of cables do you run at my home?
Can I run a web server/ mail server?
Do I need a phone line?
Do I need to keep my current Internet Service Provider?
Can I use Macintosh? Linux?
Does the connection work in the rain?
What is your return/cancellation policy?
What are the entries for Surfnet's email server?

Explanation of our 'Fixed Wireless Broadband'

In Santa Cruz County, Surfnet has constructed a Network of 30 Access Points (signal transmitters) triangulating between Rural Aptos, Summit / Los Gatos Area, and North of Boulder Creek / SLV.

 

In San Luis Obispo County, our Network spans from San Miguel to Nipomo, as far inland as Shandon.

 

To receive Surfnet Wireless Broadband, You do not necessarily need to have "Line of Sight" to our Access Points, thanks to emerging technology.  Utilizing Wifi and Wimax platforms, we deliver service on a number of different frequencies including 2.4 GHz, 3.6 GHz, 5.8 GHz, and 900 Mhz.

 

If you are in a canyon-type setting, surrounded by steep slopes, the chances of reception may be slim.  Either way, we encourage you to call the office, and one of us will be happy to profile your location for availability with our mapping software.

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What happens if I go over my monthly transfer limit?

While many users can upgrade to the next level of service, which will expand the monthly transfer as well as the connection speed- additional supplemental Gigabytes (GB) of monthly transfer may be added to your monthly package. When added to your monthly plan, they can be added at a rate of $0.50 per GB. When added to your monthly plan, they will remain for a MINIMUM of six (6) months, and may be cancelled with written notice anytime beyond the six (6) months period.  Otherwise, additional GB are billed after the fact at $2.00 per GB.

 

I'm already on the highest level, can I still add more GB to my monthly plan?

Additional supplemental Gigabytes (GB) of monthly transfer may be added to your monthly package. When added to your monthly plan, they can be added at a rate of $0.50 per GB. When added to your monthly plan, they will remain for a MINIMUM of six (6) months, and may be cancelled with written notice anytime beyond the six (6) months period.

 

 

What is involved with the actual installation?

 

If our in-office results are positive and you are interested in getting the service, we can then schedule a survey or installation.  If you are interested in installation of the service, a survey will be done immediately prior to your installation.  If you are only interested in a survey at this time, often preferred by real estate agents or prospective home buyers, the cost is $25.00 (pass or fail).  Note: In the event we come out for an installation and there is not sufficient signal, there is no charge to you. 

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What equipment is required?

 

The CPE (Customer Premises Equipment) consists of a low profile parabolic antenna (12"x10"x3.5" for most installations) that is cabled down into your home and terminates in the form of a surface mount wall jack.

 

The wall jack has a standard 110-volt power cable that needs electricity.

 

You can view photo of the antenna here. 

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Can I use my own equipment?

 

Surfnet does not require you to use their equipment.  However, we cannot alter another company's product or provide any phone support on the issue.  You can use your equipment, as long as you can configure and manage it.  However, keep in mind that in the event your connection is problematic, your equipment will more than likely be the focus of the investigation.

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How is this service different from satellite?

 

Our Wireless Network exists here on Earth, on the ridges surrounding you; satellite connections utilize nodes 45,000 miles in space.  The satellite uploads often reflect dialup speeds, and it's known to go out for days at a time while it's raining.  Our start up cost is about $350.00, satellite is generally at least twice that.

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What kind of cables do you run at my home?

 

We run standard networking cable, CAT-5 with RJ-45 connectors.

 

We utilize "Power Over Ethernet", to power the antenna / bridge combo.  Cables can be run in a variety of ways, usually decided at the point of successful survey, moving to installation.

 

Please note that this is NOT co-axial cabling. 

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Can I run a web server/ mail server?

 

No.

We do not provide Public IP addresses on our Wireless Broadband Network.

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Do I need a phone line?

 

No.

The signal is transmitted to the antenna on your roof, or equivalent area.

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Do I need to keep my current Internet Service Provider?

 

No.

We are a full service Internet Service Provider.  However, as with AOL, they provide the option to keep your screen name and use your own ISP (Surfnet) for connectivity.  This allows you to keep all of your 'My Aol' services.  If this applies to you, please contact them directly for your options. 

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Can I use Macintosh? Linux?

 

Absolutely.

All platforms are utilizing our Network, from Mac to Linux, and XBox to PDA's.  You'll just need a network card in your system to connect to our system.

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Does the connection work in the rain?

 

Yes.

It is commonly misunderstood that rain or atmospheric conditions may interfere with our signal, as they do with a satellite connection.

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What is your return/cancellation policy?

 

If within 7 days, you are not satisfied with the service, we will remove the system with no charges, installation included.

 

If within the first 30 days, you are not satisfied, we will remove the system and refund you for the equipment (not the installation charge).

 

It should be noted that either one of these options rarely occur.

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What are the entries for Surfnet's email server?

 

Incoming / POP3: mail.SurfnetC.com

Outgoing / SMTP: mail.SurfnetC.com (only for those that actually connect via a Surfnet Internet service. If you use Comcast, Verizon, etc. for your Internet connection, use the one provided by your ISP.)

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