Frequently Asked Questions asked by Residential and Business clients.
Do you plan to add additional service areas?
You can contact Sales via:
- Email: email@example.com
- Phone: 650.399.4200 Ext 2
I Live in an Apartment or Condo, Do I Need to Get Permission?
In order to gain access to the roof, Etheric will need permission from your landlord, homeowner association (HOA) or property manager of the building prior to installation.
What is a Site Survey?
The survey usually involves a site visit to test for RF interference and to identify excellent installation locations for access points. This requires analysis of building floor plans, inspection of the facility, and use of site survey tools.
As part of the wireless site survey, the current range boundary is set, which defines the area over which signal levels needed support the intended application. This involves determining the minimum signal to noise ratio (SNR) required to support performance requirements.
A wireless site survey can also mean the walk-testing, auditing, analysis or diagnosis of an existing wireless network, particularly one which is not providing the level of service required. [source: wikipedia]
A Site Survey also looks for any problem with your potential installation including:
- Tall Buildings
- Electrical Problems
A Site Survey is free of charge and at no obligation to you.
Do you have a Coverage Map to show the areas covered?
Do You Provide Service in Rural Areas?
Rural areas we cover:
- Morgan Hill
- Portola Valley
- La Honda
- Los Altos Hills
- San Martin
- Boulder Creek
- …many more
What limits service in my area?
What limits service in my area? Types of obstructions:
- Tall Buildings
In some cases, we can work around that.
Do I need to be home for a site survey?
For businesses, you have to be present and we would need access to the roof, office, and closet.
Do I Need Any Special Equipment?
No special equipment is required, but most customers opt for a router for these reasons:
- Support of multiple computers
- Local area Wifi
We do not provide or service routers. Clients are encouraged to have a router on site at the time of installation.
Do you require a service contract?
A free site survey is performed to ensure that there are no obstructions to your location. Our goal is to deliver a smooth, accurate and timely installation.
Is there an Installation Charge?
- Radio $159
- Antenna $179 (for clients less than 14 miles from our tower)
- Antenna $399 (for clients more than 15 miles from our tower)
- Labor $99 covers the first 2 hours
- Additional Labor billed at $75 an hour
Custom Installs: Tree Installs, Repeater Installs or any other type of install not typically performed will require longer installation time and the client will be responsible for all additional material and equipment to complete their install. If two technicians are required to install service, the client is responsible for all labor charges for both techs.
- Example: Additional hours require 3 hours. Total hours for (2) techs are 6 hours billed at $75 an hour.
- Contract term: 3 years.
- Business Plan installation fees vary. Please email or call 650.399.4200 Ext 2 and speak with a Business Account Manager.
How long does an Installation take?
In some situations, the cabling of your home may be more complicated which takes a little more effort and time. Some houses are bigger than others, so please account for long cable runs or if additional work is needed to complete an installation. Site surveys are approximate and unforeseen areas that cause additional time will be charged additional hours.
Do I need to be onsite for an installation?
Do you offer Temporary Internet Service for Events?
Etheric Networks offers Temporary Internet service for events, conference centers, construction sites, and much more. Whatever your time frame or business bandwidth needs, Etheric Networks can install a temporary Internet connection fast!
Does router location affect my Internet speed?
Our external radio and antenna placement are determined by where you will receive the best signal to your location. We can run an ethernet cable from that position to an area where your wireless router is.
What do I do if I lose connection?
Check to see if you can reach your router internally. This is the second most common problem. Internal network problems are caused when the router “hangs” and is unable to either allocate additional network addresses or respond even to internal requests. (Occasionally, a router will lose or corrupt a configuration; this is another reason to keep the PDF sent when you first signed up for our service.)
What does POE mean? Power over Ethernet or PoE refers to systems which pass electrical power along with data on Ethernet cabling. This allows a single cable to provide both data and power to devices.
Rebooting the router is the typical resolution for this problem. Seriously, you would not believe the number of times this is all that needs to be done. If both of the above do not solve your connectivity issue, our support department will be happy to assist you.
Standard POE for G6 Radio.
Am I getting my full speeds to my router?
You can test the speed of your link using our internal speed test site: http://speedtest,net
What are Cookies?
Although cookies cannot carry viruses, and cannot install malware on the host computer, tracking cookies and especially third-party tracking cookies are commonly used as ways to compile long-term records of individuals’ browsing histories—a potential privacy concern that prompted European and US law makers to take action in 2011.
Cookies can also store passwords and form content a user has previously entered, such as a credit card number or an address. When a user accesses a website with a cookie function for the first time, a cookie is sent from server to the browser and stored with the browser in the local computer. Later when that user goes back to the same website, the website will recognize the user because of the stored cookie with the user’s information.
Other kinds of cookies perform essential functions in the modern web. Perhaps most importantly, authentication cookies are the most common method used by web servers to know whether the user is logged in or not, and which account they are logged in with. Without such a mechanism, the site would not know whether to send a page containing sensitive information, or require the user to authenticate themselves by logging in.
The security of an authentication cookie generally depends on the security of the issuing website and the user’s web browser, and on whether the cookie data is encrypted. Security vulnerabilities may allow a cookie’s data to be read by a hacker, used to gain access to user data, or used to gain access (with the user’s credentials) to the website to which the cookie belongs (see cross-site scripting and cross-site request forgery for examples). [source:Wikipedia]
How do you delete temporary Internet files on Windows?
Follow these steps to delete the files and information that Internet Explorer stores on your computer. This information includes the list of websites you have visited, cookies, the information you’ve entered into web forms (for example, your name and address), website passwords, and other temporarily saved information. Your links and favorites will not be deleted.
Delete temporary files in Internet Explorer 7
- Open Internet Options by clicking the Start button, clicking Control Panel, clicking Network and Internet, and then clicking Internet Options.
- Click the General tab, and then, under Browsing history, click Delete.
- Click Delete all, click Yes to confirm that you want to remove this information, and then click OK.
Delete temporary files in Internet Explorer 8
- Open Internet Options by clicking the Start button, clicking Control Panel, clicking Network and Internet, and then clicking Internet Options.
- Click the Safety button, and then click Delete Browsing History.
- Select the checkbox next to each category of information you want to delete.
- Select the Preserve Favorites website data check box if you do not want to remove the cookies and files associated with websites in your Favorites list.
- Click Delete. This could take awhile if you have a lot of data and history.
- Deleting everything can free hard disk space, solve problems with your web browser, and provide some additional privacy, but it might inconvenience you by removing information you might need on the Internet. For example, you will have to retype passwords stored on your computer.
What is a DNS?
The Domain Name System distributes the responsibility of assigning domain names and mapping those names to IP addresses by designating authoritative name servers for each domain. Authoritative name servers are assigned to be responsible for their supported domains and may delegate authority over subdomains to other name servers. This mechanism provides distributed and fault tolerant service and was designed to avoid the need for a single central database.
The Domain Name System also specifies the technical functionality of this database service. It defines the DNS protocol, a detailed specification of the data structures and data communication exchanges used in DNS, as part of the Internet Protocol Suite. [source: Wikipedia].
DNS Server Hierarchy
The DNS is a distributed system, meaning that only the 13 root servers contain the complete database of domain names and IP addresses. All other DNS servers are installed at lower levels of the hierarchy and maintain only certain pieces of the overall database.
Most lower level DNS servers are owned by businesses or Internet Service Providers (ISPs). For example, Google maintains various DNS servers around the world that manage the google.com, google.co.uk, and other domains. Your ISP also maintains DNS servers as part of your Internet connection setup. [source: About.com]
DNS Servers and Home Networking
Computers on your home network locate a DNS server through the Internet connection setup properties. Providers give their customers the public IP address(es) of primary and backup DNS servers. You can find the current IP addresses of your DNS server configuration via several methods:
- on the configuration screens of a home network router
- on the TCP/IP connection properties screens in Windows Control Panel (if configured via that method)
- from ipconfig or similar command line utility
Where can I locate my IP address online?
What is a Traceroute?
For example: when you connect to a website the traffic has to go through several midways before it reaches the website. The traffic goes through your local router, your local ISP’s router on to a large network and so on.
If you are experiencing problems reaching a particular website and that website is working, it could be possible there is a problem somewhere on the path between your computer and that website’s servers. A traceroute will show you where that problem is.
What is Packet Loss?
What causes Packet Loss?
Packet loss can be caused by a number of factors including signal degradation over the network medium due to multi-path fading, packet drop because of channel congestion, corrupted packets rejected in-transit, faulty networking hardware, faulty network drivers, or normal routing routines (such as DSR in ad hoc networks). Packet loss can also happen intentionally through network dissuasion technique for operational management purposes.
What are the effects of Packet Loss?
When caused by network problems, lost or dropped packets can result in highly noticeable performance issues or jitter with streaming technologies, voice over IP, online gaming and video conferencing, and will affect all other network applications to a degree. However, it is important to note that packet loss does not always indicate a problem. If the latency and the packet loss at the destination hop are acceptable then the hops prior to that one don’t matter. [source: wikipedia]
What is Latency?
Data is packaged and transported in bit size pieces of data. The flow in which these pieces of data directly affect a user’s high-speed internet experience. When data packets arrive in a timely manner, the user sees a continuous flow of data, but if packets of data arrive in large and variable delays between packets the user’s experience is-degraded.
Latency and throughput is dominated by a few factors, the length of the route between the sender and receiver and the interaction between TCP reliability and congestion control protocols.
VOIP is tolerant to some degree of latency since a minor delay between input from conversation participants is generally attributable to non-technical issues, but substantial delays may impair communication. On the other hand, online games are more sensitive to latency since fast response times to new events occurring during a game session are rewarded while slow response times may carry penalties (for instance in a first person shooter a slow response time may leave a player in the line of fire for longer periods of time).
A player with a high latency internet connection may show slow responses in spite of superior tactics or the appropriate reaction time due to a delay in transmission of game events between said player and other participants in the game session. This gives players with low latency connections a technical advantage and biases game outcomes, so game servers favor players with lower latency connections, sometimes referred to as low “ping” times (typically measured in ms). [source: wikipedia][source: wikipedia]
What does “Ping” mean?
The results of the test are printed in the form of a statistical summary of the response packets received, including the minimum, maximum, and the mean round-trip times, and sometimes the standard deviation of the mean. Ping does not evaluate or compute the time to establish the connection; it only gives the mean round-trip times of an established connection with an open session.
Depending on the implementation, the ping command can be run with various command line switches to enable special operational modes. Example options include: specifying the packet size used as the probe, automatically repeated operation for sending a specified count of probes, and time stamping. [source: wikipedia]
What is an IP Address?
Its role has been characterized as follows: “A name indicates what we seek. An address indicates where it is. An IP address is a 32-bit numeric address written as four decimal numbers separated by periods. Such devices include routers, servers, and computers.
IP addresses are binary numbers, but they are usually stored in text files and displayed in human-readable notations, such as 172.16.254.1. [source: wikipedia]
What forms of Payment do you accept?
If you have more questions, please contact billing at:
Phone: 650.399.4200 Ext 3
Fax: (650) 472-9225
How is Billing Set up?
Any costs for installation, parts, materials are due when installation is complete. The technician will not collect payment at the time of installation, but the Service Level Agreement and payment must be set up prior to installation.
Invoices are bill monthly in advance and payment is due before the beginning of your service period. Your first invoice may include pro-rated charges for the partial month from the date your service is active. Billing is invoiced after installation on the 15th of every month and due on the 1st of the following month.
Etheric Networks accepts the following forms of payment:
Business Clients: Check Payment and Credit Card Payment. We accept MasterCard, Visa and American Express.
P.O Box 2266
Redwood City, CA 94064
Residential Clients: Credit Card Payment
We accept MasterCard, Visa, and American Express.
(650) 399-4200 Ext 3
Fax (650) 472-9225
Do you offer a Service Level Agreement (SLA)?
GUARANTEED UPTIME to 99.997%
- Publish bandwidth limits & overbook ratios.
- Zero overbook on dedicated business plans: 2.5:1 for SOHO & 7:1 for Residential.
- Published policies offer transparency and not unilaterally changed.
- Real people who call you if you have forgotten your bill.
What to Expect on Your First Etheric Networks Bill
Your First Etheric Networks Bill Summary
- A prorated amount from your activation date to your bill pay date
- A charge for the next month of service
- Any activation, installation, or one-time fees, with applicable taxes
- Prorated charges
The prorated charge is for the use of Etheric Networks service from your activation date until the end of the current billing period. For example, if your service began on March 13 and the Etheric Networks billing period ends on March 25, you will be charged for twelve days of service instead of a full month.
Because we charge one month in advance, your first bill also includes the following month of service at your regular rate.
Your Etheric Networks bill will also include an itemized list of fees incurred between your activation date and billing date. Some of these fees, like activation or setup, are one-time charges. The only monthly recurring fee is your service plan going forward.
Can I upgrade or downgrade my service plan?
Please include the following:
- Your Name
- Account number (if you know it)
- Phone number
- Your current plan
- Desired service plan
- Date you want changes to be effective
Once we have received your request, it will be updated within 24-48 hours, and you will receive an email confirmation from billing that the modification is complete.
How Do I Submit a Support Ticket?
Once you submit your email, you will receive a “Case Number” to keep for your records.
Do You Support Key Contacts?
Do You Offer Historical Monitoring?
- Historical Latency
- Data Transfer
- Monitors radios
- Monitor nodes
I’m moving. How do I move my service?
Is Wireless High Speed Internet faster than DSL?
Is your service affected by the weather?
Wireless Internet access requires a “line-of-site” connection from your building to one of our towers. This means that large trees, buildings or other obstructions may cause a degraded level of service. Our installers do a site survey before installing to make sure that there is a good signal. We do not perform signal tests at site surveys.
How do I retrieve my IP address with a new router?
Contact support to get the IP information that was provisioned for you or your organization. Upon sign up, a PDF is sent to our clients with the IP provisioning as well as vital contact information. It is valuable to retain this document.
You can contact Support via:
- Phone: 650.399.4200 Ext 1
Email us at Support@etheric.net or call us at 1-650-399-4200 Ext 1.
Email us at Sales@ethernet.tempurl.host or call us at 1-650-399-4200 Ext 2.
Email us at firstname.lastname@example.org or call us at 1-650-399-4200 Ext 3