North Coast Networks
FREQUENTLY ASKED QUESTIONS
HOW FAST IS YOUR SERVICE?
We have plans ranging from 6mpbs all the way up to 25mpbs and our team works around the clock to ensure our network is operating at peak performance. Speeds may vary at each location due to distance from the Access Point, trees, local wireless interference and other factors. During your free site survey our technician will determine what speeds you can expect at your location. Call or email today to set up a free appointment!
CAN I USE STREAMING SERVICES?
Absolutely! Our service has very low latency which means you can stream your favorite movies and TV shows even on our Standard Use internet plans. We’re confident we can provide excellent service. If you’re not satisfied with the performance, we offer a 30-day money-back guarantee on Standard Service and Installation costs.
HOW MUCH SPEED DO I NEED?
It really depends on how you use the internet. Because we are able to provide a reliably fast connection, more of our customers are working from home, or streaming multiple devices on a regular basis. If that describes you, you’ll definitely want to consider a plan with faster speeds. On the other hand, if you use the internet for web browsing, social networking, and occasional streaming you may be perfectly happy with one of the Standard Use internet plans. The good news is you can always change your plan, upwards or downwards, once per year with no charge! Any of our Customer Service Representatives would be happy to make that change for you or answer any questions you have.
ARE THERE ANY HIDDEN FEES OR COSTS FOR THE MONTHLY SERVICE?
Nope! All the taxes and fees for the monthly internet service are included in the price you see. There are no data overages on our plans so you’ll never see any surprises on your monthly bill. You are also free to use whatever WiFi router you choose so there are no equipment rental costs either.
HOW DOES IT WORK?
Our service relies on line of sight to one of our Access Points in the Mendo/Lake area. That just means that your location needs to be able to “see” one of our local towers in order to provide service. We’ll schedule a free site survey with you to confirm the access and potential speeds available at your location. Once that has been confirmed we can typically schedule a Standard Installation within 7 days.
On the day of the install, one of our technicians will put up a small Subscriber Module (SM) on the exterior of your home or business. The SM is combination antenna/modem that receives the signal from our tower. We will then run ethernet cable from the SM to your personal WiFi router or computer. We maintain and replace the antenna/modem for the life of the account leaving you free to use whatever WiFi router is suited best for your needs.
WHERE IS YOUR COMPANY BASED?
We are locally owned and operated right out of Ukiah, CA. All of our technicians also live in the Mendo/Lake area helping us to provide our customers with prompt, locally knowledgeable support.
ARE THERE ARE LOCK-IN CONTRACTS TO SIGN?
None at all! The service is month-to-month, we just require 30-days’ notice of cancellation. We feel strongly enough about the quality of our service that we don’t need to lock our customers in to any long-term contracts. We also offer a 30-day money-back guarantee. If you’re not happy for any reason just let us know within 30 days of activation and we will refund the Standard Installation cost and your first months’ service.
WHAT IF I WANT TO SWITCH PLANS?
Every customer is allowed to change plans, upward or downward, once per year with no charge. Just call or email one of our Customer Service Representative and they’d be happy to take care of that for you. If you decide you want to change plans more than once within that same year there is a $30 fee.
WHAT IF I’M ONLY LIVING ON THE PROPERTY PART OF THE YEAR?
Not a problem! Just let us know in advance the months you won’t be using the service and we can put the account on hold during that time. There is a $50 charge to reactivate the service. Just give us a call when you’d like to resume and we can get that taken care of for you very quickly.
North Coast Networks
TROUBLESHOOTING FAQS
I’M HAVING TROUBLE WITH MY INTERNET CONNECTION . . .WHAT DO I DO?
A good first step is to determine if the problem is with a single device, or with all of your devices. If one device is having trouble while others are fine then the problem is not with your internet connection.
I HAVE CONFIRMED THAT THE PROBLEM IS ON ALL DEVICES . . . NOW WHAT?
The next step would be to locate the equipment we installed and repower it. Follow the ethernet cable from your personal router back to our power supply. This power supply would be a small black box with two ethernet cables connected to it. Unplug the power supply from the power and then plug it back in.
Once our equipment has been repowered, follow the ethernet cable back to your personal router. Unplug the router from its power supply and plug it back in.
After your personal router has been repowered, the last step would be to restart any laptops, tablets, gaming consoles, etc. that are connected to the internet.
I’M STILL HAVING PROBLEMS AFTER REPOWERING . . .WHAT DO I DO NOW?
If you are still having problems after repowering all the equipment, you can troubleshoot further by bypassing your personal router (if applicable).
First locate your personal router. This device will have multiple lights on it and at least one ethernet cable attached to it.
If there is a SINGLE ethernet cable connected to your router, disconnect it from the router and plug it directly in to the ethernet port of a laptop or desktop computer. Next restart your laptop/desktop. If this resolves the issue then the problem is with your personal router, not with your internet connection. If the issue persists, please call or email our Support desk and we'd be happy to assist further.
If there are MULTIPLE ethernet cables connected to your router, find the one that goes back to our power supply. Once that cable has been identified, disconnect it from your personal router and plug it directly in to the ethernet port of a laptop or desktop computer. Next restart your laptop/desktop. If this resolves the issue then the problem is with your personal router, not your internet connection. If the issue persists, please call or email our Support desk and we'd be happy to assist you further.