GENERAL

How much are monthly fees?

It depends which service you are looking into. Some customers are eligible for lower rates than others, and rates depend mostly on location. We offer high-speed services starting at $19.95, but fees vary considerably based on which plan you choose. To see what pricing you qualify for, contact a sales representative at 1 (800) 982-7675.

Do I have to purchase my equipment?

No. Over time, we have adjusted our equipment policy so we no longer charge customers for the equipment on their homes. Equipment is the strict and sole property of Softcom and is not to be tampered with or altered in any way by anyone other than a Softcom technician. In the event that your equipment needs replacing, Softcom may do so free of charge. TKeep in mind that “equipment” refers only to the items we install in or on your home to make the connection available. Customers are responsible for purchasing other items such as routers, modems, or router-modem combinations.

How long do I have to wait to get service with Softcom after signing up?

The installation schedule here at Softcom can vary, especially during seasons with frequent fluctuations in weather. Typically a customer must wait around a week for their service installation, but our customer service representatives will not hesitate to schedule you earlier if there is an opening. Bear in mind that each installation is deemed “weather permitting” and Softcom has the right to cancel appointments when ambient conditions are not suitable for the safety of our technicians. If such an event arises, we will notify you of this change and make an effort to reschedule your installation at your convenience. As soon as our technician has installed your equipment, your Internet is ready to use!

How is the service installed?

With all of our wireless services, we place an antenna on your home (typically along the roofline where it receives the best signal) and run a cable along the outside of your home. We then run this cable into your home directly to your computer or--if you like--a wireless router if you wish to enable a wireless network in your home. We also provide custom installations for customers with special requests available for an extra fee.

Do I need to be home for an installation?

Yes. When a technician installs your equipment, he or she is required to enter your home in order to establish a connection with your computer or router. The technician will enter your home to test the Internet connection and ensure it is fully functioning.

How long can I expect an installation to take?

Depending on the type of service you have and the nature of your installation, a technician may take up to 3-4 hours to install your service. In some situations, the cabling of your home may be more complex which takes a little more effort and time!

What does it mean to make my connection “wireless”?

If you are a customer who would like to use multiple devices on their Internet connection, you need to set up a wireless network. These devices can include smartphones, laptops, tablets, cable boxes, gaming systems, and much more. Whatever devices it is that you plan on using, if you plan on connecting more than one device at once, you will want a wireless connection. Enabling a wireless network is as simple as purchasing a wireless router. A wireless router can typically be bought at any location that carries electronic equipment, or you may purchase one with Softcom for $59.99. If you would like to speak with someone regarding what router is best for you, you may call our technicians for free to get advice from a professional.

Does it matter what brand or make of router I purchase?

What is a Static IP Address?

An IP (Internet Protocol) address identifies a computer or other device on the Internet for the purposes of sending or receiving data. It is much lika a telephone number. Having a static IP enables you to host a server, setup VPN's, or remotely administer your computer. You will always know where on the internet your machine is because it is not moving around.

What is the difference between your 5.2, 900, WiMAX, & OFDM services?

The 5.2, 900, WiMAX & OFDM services are all part of our “Fixed Wireless” system. These services are all installed in an identical fashion, but they differ in the way they function. For instance, the 900 antennas are better at receiving a signal over longer distances and work better when there are interferences (like trees) in between your home and the host tower. During your installation, the technician will determine which antenna is best suited for your home.

May I pay for service a year in advance?

No, Softcom has recently changed their billing system to accept payments strictly on a monthly basis. You may only pay up to 3 months of service in advance.

Do you offer senior discounts?

Not at this time.

What does it mean for my account to be set up to auto charge and when do I get billed?

All new wireless customers are contractually obligated to pay their fees with our auto charge system. Each account that is set to auto charge is on an automatic billing system where a debit or credit card of your choice is billed automatically on the 1st of every month. We find that it is an easy and convenient system for our customers who need not worry themselves with sending in a check every month.

Can my account be charged on a day other than the 1^st?

No. Each account is scheduled for billing on the 1^st and we do not make exceptions. The only instance in which we would not bill your card on the 1^st is when we receive a payment from a customer prior to the 1^st of the month.

May I receive my monthly invoices in the mail?

We do not send statements in the mail to our customers on auto charge. If your account is set up for auto charge, then you must manually request an invoice by calling us at 1 (800) 982-7675 and asking one of our customer service representatives to mail you a copy.

Does Softcom offer online payments?

Unfortunately we do not at this time, however, we plan to implement this change into our new billing system.