Unite Wireless :: Company -- Wireless High Speed Internet Provider

FAQ

1. In a nutshell, what does Unite Wireless do?
2. What makes your internet service better?
3. You mean I won't have to use my phone line?
4. What is an "ethernet" connection?
5. Is there hardware or software I'll need to install?
6. What will happen to my service in bad weather?
7. Tell me more about your Kid-Safeserver™.
9. How secure is your service?
10. How is my data transferred and received?
11. Please explain "Upload/Download" speed.
12. How does dial-up compare to broadband?
13. Will this work on my MAC?
14. Will this work on my PC?
15. How quick can I get your service?
16. Basically, what happens with a typical installation?
17. Is your service guaranteed?
18. I have questions about billing or service. Who do I talk to?
19. How will I receive my monthly bill?
20. What is included in the basic installation?
21. Extra cost (if needed)
22. Will VPN work with your service?
23. Is your service secured?
24. Does Unite Wireless perform installation during inclement weather?
25. Are there any third-party routers & switches which are related to slow performance?

1. In a nutshell, what does Unite Wireless do?
A reputable company since 2002, Unite Wireless is an internet service provider (also known as an ISP). We provide internet access via state-of-the-art fixed wireless technologies. In turn, we provide high speed, broadband communications to both residences and businesses in Parker County, TX, and the surrounding areas.

2. What makes your internet service better?
Competitive pricing + better speed for your dollar + the highest quality cutting edge technology + superior customer service = better value = unequivocally better service for our valued customers.

3. You mean I won't have to use my phone line?
Not at all. Unite Wireless allows you to free-up the phone line you once used for dial-up. No more second phone line or even the need to use the phone line you currently have. You will never miss calls, nor will incoming calls get a busy signal due to our internet service. We do this by connecting to your computer via Ethernet - a device found in most computers or easily installed if absent.

4. What is an "ethernet" connection?
Ethernet looks like a typical phone jack. Most computers built within the last 5 years will have an Ethernet card already installed. It provides a link between our service and your computer via an inconspicuous wall outlet.

5. Is there hardware or software I'll need to install?
No. Customers will not need to install any hardware or software. We provide that service for you to ensure optimum operation of our service.See a typical installation.

6. What will happen to my service in bad weather?
Adverse weather will not affect your service - with the exception of what an insurance company might call an "act of God". Our equipment and technology is otherwise unaffected, insuring uninterrupted service.

7. Tell me more about your Kid-Safeserver™.
The Kid-Safeserver is our offensive material blocker. We at Unite Wireless believe that our children and adolescents are adversely affected by some of the questionable content found on the internet today. We stop the transfer of this content at our servers by using sophisticated filtering software before it ever reaches a users machine. The end result is a safer internet connection for the whole family. At the time of installation, the Kid-Safe server defaults to ON. The customer may request that this feature be disabled by calling our support line. The sites we filtered are from the nationally recognized backlist. If you find a website has been filtered out by mistake, please contact us (817)-550-9022.

9. How secure is your service?
Security is of paramount importance. With steadily increasing virus activity, account transactions and the storage of personal information for both business and residential users can become a reasonable concern. We recommend our customer purchase a FIREWALL ROUTER to protect your information from unwelcome internet invasions. Our servers are also protected by effective fire walling, so you’ve got coverage from our end. And, we also filter SPAM before it ever gets to you.

10. How is my data transferred and received?
Unite Wireless uses wireless radio frequencies designated by the Federal Communications Commission (FCC). We work not unlike radio and television stations. A Unite Wireless antenna is placed in an inconspicuous place on the exterior of your home or business, which in turn communicates with the Unite Wireless antenna on our communications towers in Parker County.

11. Please explain "Upload/Download" speed.
Download is the process of information coming from someplace else to you. When you browse to a web page, you are "downloading" that page. When you get a file from some place on the internet, you are downloading that file. Upload is the process of sending information from your computer onto the internet. The most common upload for most users is the simple request to "download" a new web page. The download speeds listed are burst rates. Unite Wireless policy on burst rates is based on industry (Cable and DSL) policies with regard to speeds listed. We cannot guarantee that results from popular online tests will result in the speed listed on a particular package. We strive to provide as quick a service as possible and will always work to make the test results as close as possible to the rate listed. Business packages are not based on burst rates and should always show the rates listed. Our guaranteed minimum download rates for all packages are listed below. Remember that our guaranteed speeds are superior to most DSL and Cable providers. Be cautious not to purchase internet service from providers that DO NOT publish their minimum guaranteed speed.
Our minimum guaranteed speeds are as follows; (keep in mind that not all mentioned plans are still existent, though previous accounts may still be on them. Our current Residential Plan titles are “Family”, “Premier” and “Ultimate”)

Guaranteed Speeds for Residential Service -
Basic = 128Kbps/128Kbps
Family/Gamer = 256Kbps/256Kbps
Premier = 384Kbps/384Kbps
Ultimate = 512Kbps/512Kbps

Guaranteed Speeds for Business Service -
T1 = 1.5Mb/1.5Mb
T2 = 3Mb/3Mb
T3 = 6Mb/6Mb

12. How does dial-up compare to broadband?
A 28.8K dial-up modem (in optimum conditions) will download a 1MB file in 5 minutes, 12 seconds. A 56K dial-up modem (in optimum conditions) will download a 1MB file in 2 minutes, 19 seconds. A 144K connection will download a 1MB file in 1 minute, 1 second. A 640K connection will download a 1MB file in 12 seconds. A 1500K (1.5M) connection will download a 1MB file in 5 seconds. A 2400K (2.4M) connection will download a 1MB file 3 seconds. High-speed transmission. The term is commonly used to refer to communications lines or services at T1 rates (1.544 Mbps) and above. The speed threshold of broadband is subjective and can be above or below T1. The Federal Communications Commission (FCC) defines broadband as an information service with a carrying capacity in excess of 200 kbps (200K) upstream and downstream (upload and download). Even at its lowest speed - 200K - a broadband connection gives you the speed and convenience to maximize your PC experience: Get instant internet access with an always-on connection. Quickly download larger files and multimedia content. Stream richer video and higher quality music. Effortlessly play multiplayer 3D games over the internet. (source: Intel)

13. Will this work on my MAC?
Yes.

14. Will this work on my PC?
Yes.

15. How quick can I get your service?
Orders are processed via our SIGN-UP pages on this website. This is something that can be more conveniently handled by calling our service line and having an employee sign you up. Of course, this is something you may take care of from home and we will be made aware once you’ve signed up. Upon signing up for service, you will receive confirmation of your order within two business days via e-mail as well as a phone call from us. A customer service representative will contact you during that time and confirm the date and time you requested for installation. A site survey crew will check your location for service. We will make every attempt needed to perform this survey before the installation date. If we are unable to perform the site survey before the installation date, the site survey will be performed on the installation date AND the service will be installed if available. The process, from beginning to end, can take as little as two business days (contingent on availability of installation dates and times).

16. Basically, what happens with a typical installation?
A Unite Wireless professional installation consists of the following steps:

(1.) Generally, we have pre-determined that your area can receive our signal via site survey or by knowledge of coverage area. In other cases, we will verify that from your location the conditions are right for adequate signal strength to receive service.

(2.) Mount the Unite Wireless antenna (Motorola Canopy Unit) at your location.

(3.) Consult with you on where to terminate the service (near users’ main computer or router).

(4.) Install the appropriate length of antenna cable (Cat5 Ethernet cable).

(5.) If required, install your multi-port firewall router and/or wireless modem card(s) in your computer(s). Network will be installed.

(6.) Before the technician leaves they will verify that your software, equipment and antenna are functioning correctly and that your new high-speed internet service is operating properly. Items included in basic installation.

17. Is your service guaranteed?
We are very proud to offer you a reliable consistent connection. Unite Wireless guarantees your service. We know you expect to have a product that WORKS and is reliable. Hence, we offer a Reliability Guarantee: If you experience a confirmed service outage, anytime, 3 days out of a month, then that month is free. Simple as that. Service outages are defined as being any period exceeding 2 hours in consecutive or non consecutive days within a one month period. This guarantee DOES NOT include power outages or outages due to Unite Wireless’ equipment being turned off inside the customer's home. At times, regularly scheduled maintenance (potential downtime) is performed at pre-determined times (from 2 a.m.- 7 a.m.). Customers will receive prior notice of these events via email; these are considered necessary to maintain quality service for you. Scheduled maintenance is not considered a "service outage".

Our 30 Days Guarantee: Before you are contractually bound to our 2-year service agreement, you do have time to determine if Unite Wireless was the right choice for you. From the day of installation you are allotted a 30 day window to determine if you wish to continue using our service. After 30 days, you are without question bound to the 2-year contract as signed on the day of installation. If you are unsatisfied with our service for whatever reason, you may cancel in the first year for a termination fee of $400.00. If you are cancelling within the second year of your contract, the termination fee is $200.00. Unite Wireless must be contacted prior to the end of the first 30 days so that we can return the customers money and pick up our equipment.

18. I have questions about billing or service. Who do I talk to?
Our friendly and knowledgeable Customer Service representatives are available to assist you (8:30 a.m. - 8 p.m.) Monday thru Saturday, (8:30 a.m. - 8 p.m.), and (2 p.m. - 8 p.m.) Sunday.
Please don’t hesitate to call 817-550-9022, or toll-free: 866-859-0843. Weekend support can be solicited via email at support@unitewirelss.com

19. How will I receive my monthly bill?
Unite Wireless will send your monthly bill to your mailing address via invoice. This is simply to show you the amount owed. You can make payments online within our members page by using our Autopay feature. A Visa, Master Card, Discover, American Express, or Checking/Savings Bank Draft and will be set up at the time of installation.

20. What is included in the basic installation?
1 Antenna mounted (with or without dish).
1 Drop inside house or business.
1 Computer configuration (3 for business).

See a typical residential set-up.

21. Extra cost (if needed):

Contact us for details

22. Will VPN work with your service?
Unlike satellite-based broadband service, VPN will work much faster with our service using any protocol. Be aware that speeds across any VPN connection are noticeably slower than your other broadband usage. It is for this reason that we recommend customer who will be using VPN to go with the faster packages. The business packages have the same download/upload speed and static ip addresses, which are ideal VPN usage. Using VPN from home to connect to your office will work with all our plans. If you are planning to use VPN to connect to your home computer from your office, a static ip address is a MUST. Residential packages are not ideal for this situation as the ip address for these packages are dynamic.

23. Is your service secured?
Yes. We use a product called Canopy made by Motorola. It uses DES encryption and is based on 2.4MHZ frequency. The service is not recognizable by any 802.11b or gear. It broadcasts with TDMA modulation and cannot be picked up by all of the DSSS gear used by other wireless providers. It is no less or more vulnerable to hacking than being on a landline based provider. We assign a public IP by DHCP in a similar fashion. If on cable and being assigned a public IP, any of the other cable users can gain access to the other computers in the same regional area if they are not protected by a firewall. In addition, if using business services, they should be using an encrypted VPN session. The important thing is that your data is encrypted again by VPN, PPTP or other form and that you have a firewall to protect your home computer systems. There are no more vulnerabilities, to using DES, on our system, than one of your employees using cable and the liabilities that apply to it. This is a common misconception with wireless internet. If you data is being encrypted, by VPN tunnel, it will be secure.

24. Does Unite Wireless perform installation during inclement weather?
We will make every effort to perform the installation on the scheduled date/time. In the interest of the safety of our installation crew, the installation may be cancelled during inclement weather to be completed at a later time. We will cancel the installation if there is precipitation within 30 minutes prior to your scheduled date/time. Your installation will be rescheduled for the earliest possible date/time.

25. Are there any third-party routers & switches which are related to slow performance?
We have experienced throughput loss with customers using certain home/small office switches and routers. Devices we have confirmed with potential problems are listed here: Linksys BEFW11SW, Linksys WRT54G, Sonicwall TZ170, Cisco 806, Cisco 831. In some instances a throughput test showed 3-4 Mbps less when going through these devices. After upgrading the firmware on the devices, users experienced normal/improved throughput. If you are using any of the devices described please upgrade the firmware prior to contacting technical support.

Anything we left out? Questions? Comments? Let us know!

If any question remains unanswered regarding the particulars of our service, please give us a call and one of our knowledgeable tech-support employees will be eager to assist. We welcome any suggestions on how we can further improve FAQ, or comments on the service you may have to offer as well. Our support contact line is (817)-550-9022. Alternatively you can e-mail support@unitewireless.com and we will respond as soon as possible.