How can I get support as quickly as possible?
Waupaca Online staff is scheduled Monday-Friday 8:30am-3:30pm. While we are not always in the office we check voicemail and e-mail constantly throughout the day.
When calling, if you do not reach someone, please leave your name, the best phone number to reach you between 8am-5pm, and a description of your problem.
Our biggest challenge in offering the best customer support possible is not having a phone number to contact you back during the day.
Please contact us right away when you experience an issue. Do not wait a couple of days or a week.
While we are not staffed 24/7, our network offers full monitoring around the clock. If we are notified of a system outage we will work to get this resolved as soon as possible no matter the hour or day.
My internet is not working or is very slow…
If for some reason you lose your connection to WaupacaOnline, please try the following troubleshooting techniques.
- Reboot your computer or device.
- If rebooting your computer does not work then try to power cycle your antenna. This can be done by disconnecting the power cord from the power Injector. The power injector is located either about 1 foot from the end of the cable that is connected to the internet/WAN port of your router. Wait 5 seconds and plug it back in. Wait another 10 seconds and try the internet again.
- Power Cycle your router.
- If this does not correct your problem, please call us at 715-942-9919.
If your internet is slow. Check if there are other users in your house/business using the connection at the same time. Are they doing a bandwidth intensive activity?
Why do you charge a setup/connection fee?
The setup/connection fee helps us to recoup some of the costs of adding a new customer. The cost of staff time, supplies and equipment to complete an installation and the behind the scenes work our billing department and network engineer do for each new customer come at a cost. Your setup fee is payable on the first bill.
Does Waupaca Online support video streaming services such as Hulu and Netflix?
Yes, Waupaca Online supports these services. Many times setting these services to stream in “standard definition” works best on fixed wireless internet especially if you have multiple people in your household streaming at the same time.
Is the service available for corporate accounts?
Our service is ideal for corporate accounts. We offer dedicated Internet access at a fraction of the cost of most dedicated ISP’s. We also offer a low cost solution for connecting branch offices, “work from home” employees and traveling employees. Check out our broadband business plus internet offering for your business.
How reliable is wireless?
This equipment is very reliable. Broken telephone poles, car crashes, floods or utility workers won’t affect your connection. The technology has its own standards just like your modem. In general, rain, snow and weather do not degrade the signal.
Is the service affected by weather conditions?
No. Unlike some other wireless products that operate in bands that ARE affected by weather, the WAUPACAONLINE.NET Wireless service is unaffected by rain, snow, sleet, hail, fog or atmospheric conditions of any kind, and all of the antenna options are rated for wind loads in excess of 100 mph.
What is the range of the service?
The range of the service will vary depending upon the geographical region. Most towers will have a range from 3-7 miles in radius for remote users. We currently have customers as far as 9.5 miles away but they have installed their own towers to get the height needed. The towers will be able to connect to each other at distances up to 22 miles in some regions.
What speeds are available?
Waupaca Online prides ourselves in not overselling or overcharging our customers. We have pricing tiers in 5Mbps increments from 5Mbps to 25Mbps available to residential and standard business customers. Business Broadband Plus customers can get symmetrical speeds starting from 10Mbps to 30Mbps in 5Mbps increments. There are some areas on our network where speeds 20Mbps+ are limited. We work with each customer to sell them the speed they actually need.
Why do your rates vary based on where I live?
Waupaca Online has different pricing structures for City of Waupaca residents, rural area (towns surrounding the City of Waupaca) and extended rural (areas further away from Waupaca). Waupaca Online is based in the city of Waupaca and the further a customer is from us, there is an increase in cost. Nearby customers are connected to our core infrastructure where as further out customers are connected through multiple tower sites. Each of these sites have a cost (lease agreements, equipment maintenance, etc). The further away a customer is the more equipment your internet connection passes through to reach you. Also the further a customer is located increases staff time for travel, gas for our vehicles and increase of wear and tear on our vehicles for installations, site visits for troubleshooting and maintenance at tower sites. We’ve worked hard to have well thought out and reasonable pricing and do regular comparisons to other area internet providers to ensure our value is fair regardless your distance from our core network.
In-City Pricing – Any customers located within Waupaca City Limits
Rural Area – Any customer located in the towns of Waupaca, Dayton, Lind, Farmington, Royalton and Weyauwega) or immediately bordering these areas.
Extended Rural – Any customers not located in the two above described areas.
How quickly can you get me connected?
This depends on our technicians schedule, currently scheduled jobs and your availability. We’ve done installations as soon as next day, but typically they are scheduled 3-6 business days out from order. The single greatest reason an installation may take longer is if gaining permission to, and installing the antenna on the roof of the property is required. This is required of tenants renting before we can install. Inclement weather is another concern that may delay installation.