Frequently Asked Questions

How do I find out if I can get service from Outback Internet?

Click here to contact Outback Internet or call 805-500-8322. Once we find out your location, we can get a good idea if we can service your property and what plans we can offer at the location.  However, we will always come out and do a free site survey to verify service, discuss installation, and demonstrate our fast service with one of our mobile test units.

I've been a customer for a long time - I see that the speeds you advertise are significantly faster than when we signed up.  How do I get those faster speeds?

We have provisioned all of our customer accounts with the current speeds - so those speeds are active on your account.  If you are not seeing those speeds, please contact our support team.  In some cases, we may need to upgrade the antenna/dish at your house.  Most of the time, there is no charge for this.

How is the signal transmitted to my home or business?

The signal is broadcast from one of our many hill top transmitters to you.  The signal requires line of site.  This means that we need to have an unobstructed view in the direction of the transmitter.  (Our Internet signal can travel many miles.)  Trees or hills directly in the service path will cause interference but we can frequently figure out a way to install the service that avoids these obstacles.

 

My current Internet service seems to slow down during nights, weekends, or other peak periods of usage.  Does this happen with Outback Internet?

We put a strict limit on the number of clients utilizing each transmitter.  While this may not maximize our revenue, it does maximize your Internet experience.  We believe that your Internet connection should match your lifestyle, not the other way around.

Will I be able to stream high definition video content, movies or TV shows over the Internet?

YES!!

 

Is your network secure?

We use high levels of encryption on our wireless links and require that you secure your indoor wifi network as well.  However, as many have learned in the last few years, once your data travels onto the public Internet, it is not necessarily secure.  This is true regardless of the type of Internet Service (Outback Internet's or another provider).

 

Does Voice over IP (VoIP) work with Outback Internet?

Many of our customers use VoIP.  Outback Internet does not sell VoIP services directly; you are free to choose any VoIP provider to utilize VoIP calling on our network.  Call quality depends on what VoIP provider is chosen.

 

Does Weather affect the service?

Weather very rarely affects the service.

 

Do I need a phone line to use the service?

No, Outback Internet does not need any sort of phone connection to work.  You will be able to make and receive calls on your land line while you are online.

 

Do I need to sign a contract?

NO!  There are no long term contracts.  We will have you sign our Terms of Service and Acceptable Use Policy at the time of Installation, but this does not lock you into ongoing service with Outback Internet.  Our service is offered on a month-to-month basis.

 

Are there equipment fees?

We provide the equipment to you while you are subscribed to our service.  There are no additional monthly equipment fees.  You will need to provide a wifi router to use.  We can recommend routers and our technicians can help you set them up at the installation.

 

What precautions does Outback Internet take to ensure a reliable network?

We utilize redundant links, backup power systems, and a 24/7 monitored network to enhance our reliability.  We connect to the Internet through some of the largest Tier 1 global carriers.  Phone support is available 24x7x365 and technicians are available to schedule an on site support call 7 days a week. 

Can you tell me about the standard installation?  What is included?

         Installation includes mounting the radio antenna to the roof fascia or other suitable mounting surface and               running a network cable through the closest exterior wall. We will need a power outlet available near the                 point where the network cable enters the building.  Installations requiring extra work (e.g. long cable runs,               difficult to access mounting locations, attic crawls, wall fishing, etc.) may be subject to additional charges. We           or one of our authorized subcontractors will review the installation plan with you and obtain your approval             prior to commencing work.  This installation will take approximately one to two hours.  We will connect our             modem to your wifi router (if compatible) and can help or guide you through connecting your devices.

OH NO, my Internet doesn't seem to work!  What should I do?

We will provide you with a handy troubleshooting guide at installation that will fix most of the problems you have.  If those troubleshooting steps don't help, please give us a call at 805-500-8322.  We may have to schedule an onsite support call to take care of the problem.  We have technicians available by phone 24x7x365 and technicians available for onsite support calls 7 days a week.  If the problem is caused by a customer owned device (router, etc), there may be an $85 on site support call charge.  

I'm trying to figure out which plan I should choose - how should I decide?

The biggest users of data in a residential connection is gaming and streaming video content.  Streaming an HD video stream usually takes 5-7mbps (this greatly depends on the streaming service used, so this figure is only an estimate).  We suggest that you think about how many devices would be streaming or gaming at the same time.  Our most popular plan is the "Super Fast" where you can stream multiple HD Video streams and have enough capacity for social media, web browsing, etc while you are streaming.  You can stream on our "Fast" plan, however you would need be aware of other data use on your connection while you are streaming.   All of our plans use the same equipment.  If you start with one plan and want to change to another plan, we can make the change immediately over the phone.

I am looking for a connection on a large piece of property, how can I get all my buildings connected?

There are two common ways to get internet service to multiple buildings on a property.  We can setup separate services to each building, but that usually isn't cost effective for our customer.  We can also bring our service into one building and then install wireless relays between the other buildings on the property.  We would give you an estimate for the extra wireless links at the free site survey.  We may also refer you to a networking contractor that can help with the cabling/network and wifi installation within your property.

What plans can you offer at my location?

Please contact our office and we can run a coverage check to see if we can offer yo service, and if so, what plans/speeds we can provide.  Not all plans are available in all areas.