 Frequently Asked Questions
Q . What's involved in the installation?
A. StarTouch has many different networks throughout the Northwest. The installation process varies depending on which network you reside in.
Line-of-Site Networks: When the StarTouch field technician arrives at your location he will determine where to mount the antenna. Most antennas are between 1' and 2' in diameter. The technician usually will mount the equipment on the roof or somewhere elevated off of the ground. A cable will then be run from the equipment on the roof to inside your building, where we will provide an Ethernet Cat5 RJ45 connection. This will plug or interface directly with your existing hub, switch, server, etc. Most installs take between 2 and 3 hours to complete, depending on the circumstances such as networking requests, additional equipment, etc.
Non-Line-of-Site Networks: You will receive your StarTouch Wireless Internet Receiver that includes an Ethernet Cat5/RJ45 connection. This will plug or interface directly with your Ethernet card, existing hub, switch, firewall, etc. This Receiver must be placed in the home where the signal strength is best obtained. Cable may need to be stretched through the home when necessary to reach your router or computer. For some locations, a small external antenna may be required to enhance signal performance.
A StarTouch Installation Technician will be onsite to qualify your connection and ensure that your StarTouch Wireless Equipment is fully functional. This DOES NOT include any on-site technical support or network administration for your network or single PC other than what is required to establish the wireless Internet connection which is included in the wireless account set-up fee. If you require additional on-site technical support, service rates of $85.00 per hour will apply, with a one-hour minimum. (Please arrange for technical support in advance so proper time may be allowed).
Installation appointments vary in length - from 30 minutes to 2.5 hours depending on the needs of the customer and any required external antenna and cabling requirements. Please review our Order Form (PDF) for details concerning possible additional equipment and related pricing.
Q. How long do I have to wait for the service?
A. Due to the nature of our services, a site evaluation is often required to verify service availability. To arrange for a site evaluation you must submit a completed Order Form to guarantee your order. Depending on your location, please allow 4-7 business days for this evaluation. Successful site evaluations will generally lead to an installation within 7-10 business days.
Q. Is there a contract?
A. Yes, StarTouch requires a 1-year Service Contract which renews automatically each year. To terminate service, written notice is required 30 days in advance of contract term. All users must acknowledge and abide by the Acceptable Use Policy.
Q. What are the throughput limits and overage fees for residential accounts?
A. 1.5Mbps package = 10.0 Gigs per month allowance
Typical residential usage averages 2.5 Gigs per month. Your usage may vary depending upon how you use your connection. Heavy music/video/file downloading and file sharing will increase your usage quickly. Excessive usage may cause your connection to be "shaped" until a StarTouch technician clears your settings. Excessive throughput may also be an indication of a computer virus on your machine.
Usage-based pricing will be billed in arrears. For example, incremental usage above the threshold for the month of January will be billed on February's invoice. Pricing for additional Gigs is based on $4.00 each after the fact, or $1.85 each if purchased in advance in blocks of 25 Gigs ($46.25 per block).
Q. Do I get email service too?
A. The SOHO plan offers 4 "basic" email accounts under the startouch.net domain name. (does not include virus filtering, spam filtering options). Additional email accounts are available for $2.50 each, per month. Please click here for details regarding mailbox limitations and other service options.
Q. Can you host my web site?
A. Yes we can!
Q. Can I have more than one computer on the connection?
A. You can have as many users as you would like. However, the StarTouch connection is provided to one location only. You must provide a router (or purchase one from StarTouch) to build your network. If you would like StarTouch to perform this networking for you, please notify your sales representative at the time of your order.
Q. What can negatively affect my connection?
A.
(1) New tree growth or home construction that would block your signal may need to be adjusted for. A StarTouch technician should be called to adjust this. Some fees may apply.
(2) Very rarely, high winds may move your dish out of alignment. A StarTouch technician should be called to adjust this at no charge to you.
(3) Movement of your StarTouch equipment inside your home from its original placement which may cause the microwave signal to be interfered with, or the covering up or blocking of the equipment by furniture or other items that will block the signal. Movement or adjustment of the external antenna, if one is provided, may also disrupt your signal. NOTE: StarTouch service calls that are generated due to the movement or interference of any StarTouch equipment by the customer will be billable at $85.00 per hour M-F, and $125.00 per hour evenings and weekends.
We highly recommend contacting StarTouch in advance of any planned needs to move your equipment such as re-roofing, new construction, etc. to avoid any unexpected issues in reconnecting your signal.
(4) Wireless/cordless phone systems on the same frequency may cause a disturbance in your Internet connectivity when in use. We recommend that you disable or replace your phones with a compatable freuquency. If you are having difficulties on a sporadic basis, please contact technical support during normal business hours.
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