Wireless Internet FAQ

POTENTIAL CUSTOMERS

Q:

How does Solvaris deliver high speed Internet?

A:

Solvaris delivers high speed wireless Internet using fixed wireless equipment. Unlike cable Internet and DSL offered by telephone companies, our service does not come from utility poles. Instead, we broadcast Internet from towers, silos, roof tops. This allows us to offer faster speeds at much lower latency than satellite providers, whose signals must travel thousands of miles to and from space.

Q:

How many devices can use Solvaris Internet at the same time?

A:

There is not a restriction for the number of connected devices. However, the speed of your connection will slow down as more devices access the Internet at the same time. Our wireless service plans include recommendations based on your internet activity.

Technical Specs: technical limitations of the DHCP protocol limit the address pool (concurrent devices) to 100. We doubt any of our customers will reach this threshold, though.

Q:

What is my limit on data per month?

A:

All plans are unlimited, meaning you can use as much data as you would like.

Q:

How do I sign up for internet?

A:

To register for service, simply go to www.solvaris.com/register/ where you can then fill out the sign up form. Your information will be added to our customer database and received by our office electronically. Once we determine service availability at your address, we typically contact you by email or telephone within one business day.

Q:

How big is your equipment and what does it look like?

Radio Side View Dish

A:

Standard installation includes a professional installation of outdoor mounted wireless equipment and indoor wireless router. Majority of the time the radio is used, but a dish may be necessary in some scenarios. A technician will determine what equipment is best suited for your home or business.


Note that a small cable will need to be run through your home. Our technicians do their best to make minimal holes while keeping the cable as discreet as possible.


Please keep in mind that we do not remove previous dishes or radios from other companies for liability purposes.


CURRENT CUSTOMERS

Q:

Do I owe anything the day of installation?

A:

There is a $200 installation fee due the day of the install. This includes a professional installation of outdoor wireless equipment and indoor wireless router. Upon completion of installation, you agree to our terms of service which can be found at:https://solvaris.com/terms-of-service/

Q:

How do I pay my bill?

A:

Each month a bill will be electronically sent to your email. You can pay with either check, cash or credit card (Visa, Mastercard, Amex). If you will be paying by credit card and did not enter your card information when you originally signed up, please call our office at 586-453-0440. Your card will be automatically charged on the beginning of your monthly billing cycle.

Q:

What happens if I don't pay my bill?

A:

Unfortunately, your Internet will be disconnected. Solvaris reserves the right to disconnect Internet due to past due accounts. Payment is due by the last day of each month before the new billing cycle begins. If an account is not in good standing, then Internet will be shut off by the fifth day of the new billing cycle. Once payment has been received, Internet will be reconnected.

Q:

I want to cancel my Internet, how do I do this?

A:

We hate to lose you as a customer but understand there are different circumstances that may warrant a cancellation. Although we pride ourselves on having no contracts, you may cancel at any time subject to our terms of service.

Q:

What does Solvaris technical support include?

A:

Solvaris supports any equipment provided during your installation. This includes the outdoor radio, indoor wireless router, power supplies, and wiring.

Our support does not include personal computers, store-bought networking devices, or existing wiring.

Q:

How does Solvaris prevent service outages?

A:

Each site has its own backup generator that will turn on automatically if there is an outage.

Q:

How can I increase my WiFi range?

A:

Although the wireless router included with standard installations adequately covers most customer homes, we understand the need to extend coverage in larger buildings and outdoor living spaces. However, we advise our customers not to purchase wireless range extenders for this purpose.


Wireless range extenders work by connecting to a host WiFi network and rebroadcasting it at full power. Unfortunately, many store-bought range extenders rebroadcast on the same frequency as the host network. This causes local radio interference and degrades your WiFi quality rather than improving it.


For such situations, you have multiple options:

  • Replace our wireless router with a long range router.
  • Use PowerLine network adapters to carry Internet traffic over existing electrical wiring. Please keep in mind that you will be responsible for setting these up, as we cannot support every make and model of adapter available.
  • Hire a professional to install and configure multiple wireless access points. Each additional access point should be connected to the provided wireless router or switch you own via Ethernet.

TROUBLESHOOTING

Q:

What should I do if my Internet service stops working?

A:

Although no network is perfect, many issues leading to Internet outages are isolated inside your business or home. Following the steps below often restores Internet connectivity:

  1. Unplug the wireless router and wait at least ten seconds before plugging it in again. Once your device reconnects to the router, try reloading the webpage displaying a connection error.
  2. If the webpage is still unavailable, unplug the power adapter for our outdoor radio on your roof. Again, wait at least ten seconds before plugging it back in. After a minute or two, attempt to reload the webpage.
  3. If the issue persists, double check the wiring to the wireless router and make sure nothing is loose or disconnected.

If the above steps do not work, please call us at 586-453-0440 or email techteam@solvaris.com to report the problem.

Q:

I am rebooting it multiple times per day/week. What can I do?

A:

This type of behavior is not normal and points to local radio interference or defective equipment. You can begin troubleshooting without calling us by unplugging wireless devices near the wireless router. Unplug them for a day and observe whether your service improves.
If service quality does not improve, give us a call and explain the issue. A Solvaris team member will walk you through further testing and arrange an equipment replacement if necessary.

Q:

I play online games and stream video often. How can I achieve the best performance?

A:

Gaming consoles, desktop computers, and set-top boxes run high performance applications that put more strain on WiFi than typical web browsing does. We recommend connecting these devices using Ethernet cable. This delivers faster speeds and lower latency without the interference or signal strength issues of WiFi.

Q:

My Internet is running slow and I am worried that my password has been stolen, what should I do?

A:

If youre uncertain that your wifi network has been compromised, please call us and we will change your password. We can also run a remote test to see how many devices are connected to your router, which may help you determine if someone is tapping into your connection.

Questions? Call 586-453-0440