What does a standard installation entail?
DerbyNet is responsible for bringing internet to your home with our wireless 5Ghz/2.5Ghz radios. These are mounted somewhere on your property (usually the roof or gutter, but we can also connect them to poles at a location with clear line-of-site). From there, the radios are connected to power via ethernet cable with a Power Over Ethernet (POE) Injector Box. Your router or computer will also connect to the POE Injector Box.
Our current connection is very unstable. Do you guarantee the stability of the connection?
If we are able to install you then it is because we were able to bring a strong enough connection into your home. We can guarantee that we will not install you if the signal strength is sketchy or unstable. We would rather have a happy customer than an upset one. A site survey will determine whether or not we can provide a stable connection, and our sire surveys are free!
What’s the difference between surfing and streaming?
You may notice that our surfing packages have a Max Up and Max Down, as well as a Min Up and Min Down. These numbers indicate the maximum speed you will see on the connection, as well as a minimum speed you will see after several minutes of a sustain download. Our Streaming packages do not have a min/max speed on the up/download. So the 100 plan, for example, should always see close to 10.0mbps.
Is your service unlimited?
Yes! There are no overage charges or data caps. Our surfing packages do contain maximum and minimum speeds (see Speeds & Prices), but you will never be charged for going over or throttled for using too much.
What indoor and outdoor equipment are we talking about?
The outdoor equipment is our radio that will connect you to one of our rebroadcast sites. The Indoor equipment is a wifi router. If you have of one your own, you are welcome to use it but keep in mind that we do not officially support third-party routers. We do support the routers we rent/sell. So if anything happens to our routers, we can fix it. If something happens to your router, let's say a Linksys or Netgear, it would be your responsibility to replace and reprogram it.
Can I use my own wireless router?
Yes you can, but we do not provide support for 3rd party routers in any way. We'll bring the Internet service to the Ethernet port, but will not answer any questions pertaining to the configuration of equipment made by companies like Linksys, DLink, etc.
Do you service other devices such as cameras, computers, or printers?
DerbyNet’s mission is to bring you internet. Whatever comes after your antenna/router configuration is up to you. While our support staff is more than happy to help you try to troubleshoot any problems you may have with your devices, it is not our responsibility to do so.
Do you Install or maintain cameras?
We do not install or maintain cameras.
How does DErbynet Work?
DerbyNet uses 5Ghz/2.4Ghz wireless networking equipment to connect your computer or network to the Internet through DerbyNet's wireless network of distribution and relay sites. An antenna needs to be installed to the outside of your home or business, and have clear line-of-site to one of DerbyNet's many distribution sites around the area. This service gets you connected to the Internet 24 hours a day, 7 days a week.
What will I need for DeRBYNET?
You will need a computer or router with an Ethernet port for us to plug our Ethernet cable into. Since this is an always-on connection, we highly recommend you have all the latest Microsoft updates installed and that your anti-virus software is up to date. We do have limited support for Macintosh and Linux, call for more information.
What if I have multiple Computers/Devices?
Connecting multiple computers/devices requires that you purchase a router. We sell routers for $79.
Does your service use a phone line?
No, our service does not require a phone line.
I have a tall structure, are you interested?
If your location has a good view of other potential customers, you may qualify for Site-Opportunity service. We will provide the necessary equipment and use your location as a relay point providing service for other neighbors in your area. We will provide you service at a special rate. If you have such a view, please do not hesitate to contact us – we're always looking to extend our service reach.
How do I sign up?
Before we schedule an install, we like to perform a site survey to verify that you have line of sight to one of our distribution points. We don't require anyone to be home for the survey. If someone is home, we will verify where the computer/router is and identify antenna placement and antenna size. Once the site survey is performed we'll schedule an installation date. Since we're working outside our schedule is sometimes dependent on the weather. A typical installation takes us about 2 hours to complete. Email email@example.com for more info.
How do I get support?
Most problems can be solved over the phone and we ask that you call us between 8AM and 5 PM Monday thru Friday at 1-800-83DERBY or (309) 755-2662. We pride ourselves in running a high performance, high availability network and make every effort to respond to problems as quickly as possible. We do have after hours support to deal with network outages and other emergencies.
How do I pay for the service?
We can send you a monthly invoice, automatically bill your credit card, or ACH withdrawals can be set up to automatically come out of your checking account. We also have a new "Pay my Bill" feature located at the top of this page. Customers who pay annually receive one month free! For billing questions dial (309) 755-2662 and choose option 3.
What options do we have if we sign a contract and the internet speeds prove unstable or slower than promised?
If we are not providing the speeds we agree upon then the contract is void. Assuming we can get you a reliable connection, you will get reliable speeds, since our speeds are regulated at our firewall and we would only proceed if we are able to build a quality connection. If you are not seeing speeds you should be, you can call us and we will either help you diagnose the issue or dispatch a technician since there would be a problem.