Frequently Asked Questions

Here we provide a knowledgebase filled with answers for common questions and issues for everything from new user setup and technology to billing and simple troubleshooting. Be sure to check back as we often update this page.

General

+How can I set up an account with Softcom?

If you are looking to start an account with Softcom, you may speak with a sales representative over the phone by calling (800) 982-7675 or visit the office in person at 545 Industrial Drive #195 in Galt, CA. The sales representative will take your information and then determine your eligibility for services based on your location.

+What do I need to setup an account?

When you setup an account with SOFTCOM, we will ask for the following: the address of where you want to have the service installed, your driver’s license number (as a security measure to prevent unauthorized access to your account), and debit card (with the Visa or MasterCard logo) or major credit card for payment of your monthly service charges.

+How much are monthly fees?

We offer high-speed services starting at $59.95. Prices vary based upon the maximum upload and download speed of the service plan. Not all services are available in all areas. To see what pricing you qualify for, contact a sales representative at (800) 982-7675.

+Do I have to purchase my equipment to get service?

In most cases, no. In order to simplify pricing and provide our customers the best possible service, the wireless radio placed on your home is the strict and sole property of Softcom and is not to be accessed, altered, adjusted, or tampered with in any way. In the event that your equipment needs replacing, Softcom will do so at no cost to you except in cases of intentional damage or negligence. “Equipment” refers only to radio that we install on your home to make the connection available. Customers are responsible for purchasing other items such as routers, range extenders, and other home networking devices.

+How is the service installed?

With all of our wireless services, we place an antenna on your home (typically along the roofline pointing to the nearest tower which has a clear line of sight) and run an Ethernet 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. Custom installations (such as attic installs, long runs, wireless extender radios, and other special requests) are available for an extra fee.

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

We aim to have a customer who signs up for service installed within 7 days, however this schedule can and does vary, especially during the fall and winter seasons when it is not safe for our technicians to be on the roof of your home. If the weather during your appointment window is not suitable for our technician to perform the install, we will notify you of this change and make an effort to reschedule your installation at your earliest convenience. As soon as our technician has installed your equipment, your Internet is ready to use!

+Do I need to be home for an installation?

Yes, a person 18 years of age or older must be home so our technician may obtain written authorization to perform the installation. 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 2-3 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!

+My appointment is a four-hour window. What does this mean?

We give all appointments a four-hour window for the arrival of our technician. While we strive to have our technician arrive at the start of the window, there are circumstances that do arise which may delay their arrival, so please keep that in mind when scheduling your day during your appointment window.

+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. 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 purchase a router from Softcom, we will configure it for you for no additional charge!

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

Yes. While some generic brands work, they do not have the longevity of more popular and reliable brands like Asus or Netgear. A router is likely to be a long-term investment, and is worth paying more for quality. However, do not pay more for a router that you do not need. While a High Powered router might sound appealing, it is probably not necessary. Unless you plan to network over a large area (separate homes or buildings) you do not need to purchase a High Powered router. Standard routers are known to provide connections throughout a home, even larger, multi-story residences (if they are properly placed.) If you have any questions about routers, please contact our technical support department and they will attempt to answer any questions you may have.

+Will my current router be compatible with Softcom's service?

Almost all brands and makes of routers are welcomed by Softcom. However, we have encountered issues with Linksys E-Series Routers; these routers have been known to cause frequent disconnects and therefore are not supported with Softcom’s service. Additionally, any 2Wire or modem/router combination devices that you may have purchased for DSL Service will not function with our Wireless Service. If you have questions about what router you should purchase or if your current router is compatible, feel free to contact our technicians for further information.

+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 like a telephone number. Typically, our customers are assigned an IP address “dynamically”, which means that the IP address will change. A “static” IP address will be an IP address which is assigned specifically for your use, and will not change. Static IP address service is offered for an additional charge.

Billing

+May I pay for service 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 any discounts for senior citizens / military / first responders?

No.

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

As a condition of service, all customers are contractually required to have their monthly service charges paid automatically by having a credit card or debit card with the Visa / MasterCard logo on file with us. All accounts are charged automatically on the 1st day of every month. Service is paid for a month in advance.

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

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

+May I receive my monthly invoices in the mail?

No. Invoices are available from our Online Account System, which is available here.

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