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Click here to download LakeNet's service agreement contract.
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Frequently Asked Questions: FAQ's
1.) Q: Will I lose my Internet Service when the weather is bad? A: No. Before we install any Service the signal must be stronger than our minimum threshold of -80 dBm with 15% or less packet loss for our non-line-of-sight Service (NLOS). (a -50 is stronger than -60, etc) That way, there is a “cushion” to allow for bad weather. The Service quits working at -88 dBm, therefore, if you had a -77 dBm and a storm rolls through, your signal may go to a -82 but you will never lose Service. Rain, snow, sleet, trees leaves with season changes all cut about -5 dBm into the signal. Fog is the worst for our frequency band and can cut -5 to -10 dBm into the signal. If we cannot get within our Quality of Service (QOS) we will not install the Service and you will not be charged anything. 2.) Q: Do I have to be able to see the tower to get Service? A: Depends on the area you are in. Our non-line-of-sight Service can be just that. Most of our coverage areas do NOT require line of sight. Trees in the way are O.K. Distance from our tower matters more. Please see our coverage maps for details. 3.) Q: I just bought my laptop. Can I connect to your tower with it? A: No. Our wireless is called Fixed Wireless. That means we physically mount a special antenna on our house that is aimed at our tower. There is an Ethernet cable that we run into the house which would plug into your laptop. So, our Service is NOT mobile like your cell phone. 4.) Q: Can I have wireless in my house? A: Yes. It requires you to purchase a wireless router. We recommend Dlink. You can purchase it yourself or buy directly from our subcontracted installer. A wireless router will allow you to have a wireless signal in your house. It also allows for more than one computer to be online at the same time. The routers are your property and you will be charged if we have to Service call or replace them. You may elect to have our subcontracted installer program it for you while he is installing the wireless Service at no additional charge. Or you may elect to bring it to CLP’s office and Kevin Olson will program it for you at no charge. 5.) Q: I bought a router, came home and plugged it in. Why doesn’t it work? A: Routers need special programming to work with our Service and for your security. All of our customers have a unique static IP address. Please call Kevin Olson at CLP if you need to know yours. The routers are your property and you will be charged if we have to Service call or replace them. You may elect to have our subcontracted installer program it for you while he is installing the wireless Service at no additional charge. Or you may elect to bring it to CLP’s office and Kevin Olson will program it for you at no charge. 6.) Q: How do I reboot my router? A: Unplug the power cord then plug it back in. Note: Unplugging the Ethernet cords will not do anything. 7.) Q: I pressed the RESET button on my router. Nothing works. What do I do? A: Call CLP. You now reset the router back to factory defaults and it will not work again until it is reprogrammed. 8.) Q: What do I do about lightening storms? A: Our equipment is properly grounded to code. However, that doesn’t protect your router or computer from static electricity. Our equipment adheres to the Ethernet standard of allowing 24 volts of DC current to go through the cable into the house. Your router and Ethernet card on your computer can only handle 1 volt DC current before it burns out. We found that Uninterruptible Power Supply (UPS) with lightning protection does NOT protect your router or computer because it allows the standard 24 volts to pass through. So, to be 100% safe, unplug the red Ethernet cross-over cable from the back of your router or computer before such a storm. Remember to plug it back in after the storm for your Service to work. 9.) Q: My laptop says it connected to my wireless router but I cannot access the Internet. That means my router must be fine? A: Not True. In fact, when a router fails, most of the time it is the WAN port. That means that you will be connected to your router. Your router will not pass traffic to our antenna on the roof. Before you panic, always try the following first: Reboot the power to the router. Reboot the power to our antenna (follow the red cord to the TrangoBroadband box. Unplug the power cord (DC in) and plug it back in. Unplugging the red or black Ethernet cords will do nothing. If you have a different system other than our non-line of sight, unplug the power to the “SmartBridges Powershot” or “DC Injector” then plug it back in.) Restart the computer. If all of the above fails call CLP and we will check signal to your house, etc. 10.) Q: Who owns the equipment on my house? A: CLP owns the antenna on your house and power injector with power supply inside your house. If you quit, CLP will uninstall the antenna and accessories. 11.) Q: My Internet doesn’t work? What do I do now? A: Reboot the power to the router – if you have one. Reboot the power to our antenna (follow the red cord to the TrangoBroadband box. Unplug the power cord (DC in) and plug it back in. Unplugging the red or black Ethernet cords will do nothing. If you have a different system other than our non-line of sight, unplug the power to the “SmartBridges Powershot” or “DC Injector” then plug it back in.) Restart the computer. If all of the above fails call CLP and we will check signal to your house, etc. 12.) Q: Do I get email with my Service? A: Yes, you get up to 10 email accounts. Call CLP after you get the Service installed to set these up. 13.) Q: How fast is the Service? A: The
Service will be between 256 kbps and 2,500 kbps depending on what you are
doing. We have a Fair Access
Policy (see FAP). You will
always be at least 256 kbps. That
is the FCC definition of broadband. For
comparison, DSL runs from 256 kbps to 1,500 kbps. We will always warranty
a speedtest run from our website. www.lakenet.com
Click on speedtest then run a test to 14.) Q: Can I watch movies, TV or gaming on your Service? A: Not Recommended. It will work but the Fair Access Policy (see FAP) will kick in after a couple minutes. After that the movie will buffer. For example, a Netflix movie requires a constant stream of 2,000 kbps. We give that to your computer until the FAP kicks you down to 256 kbps. Then the movie or TV show won’t play and instead buffer. To work around this, after the movie starts playing, click pause. Then go have supper or let it buffer for a couple of hours. When you come back you can hit play and then the movie will be buffered far enough ahead where you shouldn’t have any problems. A typical movie online is equivalent to downloading 1,000 MB of data. 15.) Q: My Service seems to be running slow? How can I check? A: We
will always warranty a speedtest run from our website.
www.lakenet.com
Click on speedtest then run a test to 16.) Q: Can I do Limewire or other peer-to-peer (P2P) applications? A: No. Due to the abusive nature of these programs, we limit peer to peer traffic. If you run peer-to-peer your connection may be severely affected as stated in the Fair Access Policy (see FAP). 17.) Q: Will Voice-over-IP (VOIP) like Vonage work on your system? A: Yes, however we do not recommend or warranty it because the experience can vary. VOIP requires latency to run below 120 milliseconds. Our network usually runs around 30 ms. However, during peak hours, it may get as high as 300 ms. Therefore, calls during this period will be choppy. VOIP doesn’t need high bandwidth, it need low latency. At 300 ms latency you can still run 3,000 kbps. In other words, you Internet will be extremely fast but your calls won’t work You can measure latency from the speedtest at our www.lakenet.com website as explained in #15 above 18.) Q: What are your support hours? A: M-F 8:00-4:30. Regular Business Hours, NOT 24 x 7. 19.) Q: Can I be notified of scheduled outages? A: Yes, sign up at our website www.lakenet.com 20.) Q: Do you have the ability to disconnect my Service remotely? A: Yes, and we do for non-payment so be sure to pay your bill on-time. 21.) Q: I bought a new computer. Will I need it programmed? A: Yes, if you do not have a router you will need it programmed. Call CLP. This can be done over the phone. 22.) Q: I think my router burned out. I unplugged the red cord from your antenna and moved it from my router’s WAN port to my computer. I bypassed my router. The Internet does not work. Is this normal? A: Yes. Your computer will now need to be programmed with a unique static IP address that the router had programmed into it. This can be done over the phone. Call CLP. 23.) Q: Does Virtual Private Networking (VPN’s) work on your system? A: Yes. It works great because of the low latency. We have a lot of work from home customers using VPN’s to their corporate offices. 24.) Q: Can I be on the phone at the same time as the Internet? A: Yes, our Service does not require a phone line so you can be on the phone at the same time as the Internet. 25.) Q. My antenna looks mis-aligned. Should I fix it? A: No. Our antennas have very sensitive components and can be damaged accidentally. We have a qualified, trained installer that will re-align it at no charge. Never re-align an antenna unless instructed to do so by CLP, otherwise you may be charged if the equipment is damaged. |
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