Are there any data caps? Is the service Unlimited?
There are no restrictions or limitations on the amount of data that you use per month. This is one huge benefit of our service as you do not have to worry about watching a meter and possible overage charges that could get very expensive with other providers. Use away, it’s what the internet was made for!
How much speed do I need?
This is a variable question depending on how many devices you plan on (a) being connected to the service at any time and (b) how many devices will be actively used at one time and for what.
It is important to remember that ALL devices SHARE one connection at all times. Each device will not have capacity of your entire package speed. If you are planning to have multiple forms of usage at one time then a higher speed is recommended to avoid lag or buffering.
The following Download speeds are recommended for the following:
5Mbps/1Mbps – Emails, light streaming by 1 device, 1-2 users
20Mbps/2Mbps – Emails, streaming by 2 devices, 4 users, heavy gaming
50Mbps/2Mbps – Emails, streaming by 3 devices, 5+ users, heavy gaming
Internet Connection Speed Recommendations from Netflix are below and should be consistent with most if not all out of the box streaming services found in today’s marketplace.
• 0.5 Megabits per second(Mbps) – Required broadband connection speed
• 1.5 Megabits per second(Mbps) – Recommended broadband connection speed
• 3.0 Megabits per second(Mbps) – Recommended for SD quality
• 5.0 Megabits per second(Mbps) – Recommended for HD quality
• 25 Megabits per second(Mbps) – Recommended for Ultra HD quality
HD Video Quality
To watch Netflix in HD, ensure you have an HD plan, then set your video quality setting to High or Auto. Titles will play in HD as long as you have a connection speed of 5.0 megabits per second(Mbps) or faster.
Xbox recommends a Minimum 3Mbps download speed and minimum 0.5Mbps upload speed. Other gaming platforms should also follow the general same guidelines.
Most households are fine with 1 Mbps of upload speed unless you have advanced requirements such as sending large data files to other places, connect to a VPN, or have security cameras that are viewed from a device remotely.
Additional upload speed is available at extra charge for custom needs and speeds. Please consult with your service representative if you are not sure.
These are only guidelines and each household is different and has different requirements and these recommendations are by no means guaranteed.
What is required for VGI Internet Service? What does VGI provide with Service?
A computer/pc or laptop with an Ethernet port is required to connect to the radio which provides the service. You can also connect to a router that would allow you to have WIFI / wireless access in your home for multiple devices such as laptops, phones and tablets. VGI provides a wireless radio, mounting bracket, mounting hardware and up to 100’ of shielded/outdoor CAT5 cable.
Do you provide the router or modem?
There is no modem required and due to the different networking requirement needs of each individual location we do not provide routers. Routers are wide in range of capability, coverage area and price and there is no “fits all” router. We recommend visiting Best Buy or any Big Box store that can help you determine a model that is adequate for your needs.
Do you provide any other services like TV or phone?
We do not currently provide any TV or phone services but as technology advances, those products may be available in the future. There are many out of the box video streaming platforms that can be used with our internet service that can be found at most large retailers. There are also out of the box phone solutions that may be possible through internet service.
Do you provide Email service?
Due to security and privacy responsibility, VGI does not provide an email system with our internet service. If you are transitioning from another internet provider that does, you will need to find an alternative email provider. There are many well known and reputable services including Yahoo!, MSN, G-mail, Hotmail, etc. that are widely used and are free.
Can I get a Static IP? Do I need a Static IP?
Residential customers can request a Static Ip and there is an additional charge per month. Commercial accounts include one Static IP but additional are also available for extra charge. Static IP’s are for advanced requirements and NOT a need of every customer. Please consult with your service representative if you are not sure or have a question.
Does Weather affect VGI internet service?
Weather in general does not affect service but weather factors can cause issues with equipment due to lightning, wind, rain and other factors that are not in our control such as power, upstream provider issues, tower climbing safety limitations, etc. We do our best to address any equipment or service issues with our technicians and technical support ASAP when they do occur.
Does VGI have a contract?
VGI requires a 2 year service term on residential accounts and there is a 1 and 3 year term available for commercial accounts. Contracts are needed to help support equipment, labor and other overhead costs that are required to provide a specialized service like fixed wireless internet.
VGI policy on contracts is that if VGI cannot provide the service quoted or come to any reasonable agreement on service level issue then a customer would not be held to any term agreement. Any issues must follow the technical support protocol and appropriate measures attempted to correct any issues before termination of any agreement. Please refer to our Terms and Conditions for details.
What is Standard Installation?
Standard installation includes a VGI radio mounted on the roof or eave of home, up to 100’ of outdoor rated cabling utilizing existing or new single exterior wall penetration and equipment necessary to provide Internet service to one computer or router.
What is Non-Standard Installation?
Non-Standard Installation is labor or equipment provided over and above the Standard Installation description above and will be billed at $50/hr plus additional equipment if needed, or desired. Crawling in an attic or on other structures is non-standard and will incur additional labor charges. VGI has the right to refuse any non-standard installation request for safety reasons.
VGI technicians will use their discretion as to proper placement of equipment and hardware to achieve the best possible service connection and if additional labor charges are to be incurred. Please consult with your service representative if you are not sure or have a question as to which installation type is right for you.
Where do I go for tech Support?
VGI has 24 hour tech support reachable in several different ways. We monitor our systems 24/7 and address any issues immediately once notified. Local, in house tech support is available during business hours M-F, 8-5 and there is a technician on call until 10PM during week days and weekends.
If there is not a technician available to take a support call or it is after on call hours then there is an offsite support system that can trouble shoot and relay information to our technicians and operations staff. Calls will be directed to this support if need be.
Typically we are able to address service issues immediately remotely but if for some reason and there is an equipment issue or we need to make a visit on site then we work to achieve this within 2-3 days max depending on case log. VGI has 5 in house service technicians available to address service at any given time.
Can VGI fix my computer, router or other equipment?
Unfortunately we cannot provide support or assistance with non VGI equipment or networking but we can refer you to an IT support company that can help you with any such issues.
So what is VGI responsible for?
VGI will troubleshoot and fully support any issues related to VGI radio equipment, network, towers, links or circuits required to provide internet services to you the customer. If we determine the issue is not related to VGI responsibility above then we will gladly refer you to a third party IT support company in order to speed the process of re-establishing service as quickly as possible.
How long will it take to get service installed?
Once a service order is placed and submitted to the engineer normal install lead times are preferably 2 weeks or less but at some time depending on backlog wait times can be longer. Times can vary based on multiple factors. If you have a date that you prefer or special arrangements that need to be made we can certainly address those on a per case basis.
Can I do the install myself or have someone else install it faster?
The equipment involved to provide service is not “plug and play” and in order to provide you the best service possible it must be installed by our certified technicians only. Depending on your service area and equipment required there may be options that will be addressed on an individual basis.
When will I be billed?
Approximately 48 hours after your internet has been installed, the card you provided when the order was placed will be debited for the install fee, your prorated internet for the month, and any fees or equipment you have agreed to. That same card will be set up to auto draft your monthly internet charge on the first of the month, unless you have made other arrangements.
For further information or questions please call us at 325-223-3000 or speak with your service representative. We are here to help and provide you the best service possible.