FAQs

Q?

What is involved in a setup?

A.

Setup involves the following two steps:

1) Technicians come to your house to do a “site survey”.  During the site survey the technicians will determine if you can get service and what type of equipment will be required.  They will also discuss mounting options and cable runs.  This allows us to plan out the setup in advance so that we can ensure we have the proper equipment and that the setup will be performed to your satisfaction.

2) The SolidNet installation crew will come onsite to install the antenna and run the cables. In a normal setup an antenna is installed on the outside of your house. From that antenna we bring a cable into the house and connect it to a power supply. From the power supply an Ethernet cable can plug directly into a wireless router.

Q?

How long does a typical site survey and setup take?

A.

Site surveys usually take around 30 minutes but can take over an hour depending on the complexity of the site. Setups typically take between 1 to 2 hours to complete, although times can vary depending on local conditions.

Q?

How do I reboot my antenna?

A.

Your antenna is located outside of your house. This antenna communicates to the devices within your house via a cable that leads to a small power supply. This power supply can vary from model to model but will always have two CAT5 network cables plugged into it. These will resemble larger phone cables. To reboot the antenna you’ll need to remove power from this power supply for 30 seconds, and then plug it back in. There should be a LED indicator light on the power supply. If the LED is not on, there is no power at the power supply; check the outlet and/or call our support team.

Q?

Does wireless internet mean I will have a wireless network in my house?

A.

The router we include with our installation has wifi built in.  This will service wifi to your home, but there may be areas in your home that the router does not adequately cover.  We offer services where we can install equipment that will give you total home coverage.  This is not covered in our regular installation and would require an additional charge.

Q?

Does SolidNet have any usage caps or other restrictions on how much bandwidth I use every month?

A.

Absolutely NO! Normal users have no restrictions on time or total bandwidth consumption. Your only limit is the maximum speed at which you will be able to download, which is determined by the plan you choose.

Q?

What if I have trouble with my service?

A.

If you experience any issues with your service please call us as soon as possible so that we may correct the problem. We can’t fix problems we don’t know exist! We will fix, for free, any issue related to getting our signal to your house.

Our office is open Monday – Friday 8AM-5:00PM   (903) 919-8118

Q?

Where does SolidNet’s responsibility to provide technical support end?

A.

At the router installed in your house. We are NOT responsible for your home network beyond the router or the functionality of your computers or other devices. At our discretion, we will provide extended support at the rate of $75USD/hour.

Q?

I think I have a virus, what should I do?

A.

First of all, don’t panic. This can be common and usually rectified pretty easily. Immediately disconnect the infected computer from the network in order to protect all other devices. Scan the computer using your Anti-Virus as well as an Anti-Malware scan. If the problem persists contact AfterGlow Productions for a professional diagnostic and repair.

Q?

I have a question that was not answered here. What should I do?

A.

Just give us a call (903) 919-8118 or email support@getsolidnet.com.  We’ll be more than happy to answer any questions you may have. We’re open Monday through Friday, 8:00 AM – 5:00 PM CST.