FAQs

Q?

How is the service delivered?

A.

We are capable of delivering services using several different methods depending on your area. In some areas we have built out and engineered fiber networks, in other, more rural areas, we have deployed a sophisticated wireless broadband network. For services delivered via a wireless connection our technician will install a wireless "radio" somewhere on your rooftop pointing back to one of our many tower sites. From this radio our technician will run a cable to your router located inside your house/building. Questions on Install visit our Installation Page.

Q?

Is there any referral credit?

A.

YES! We are very proud of the "word of mouth" advertising our customers are doing with their friends and family. We believe this speaks to the high level of service we strive to deliver. Throughout the year we will have different referral promotions, currently we are offering one free month of service for every referral given. Please make sure your name is mentioned when your referral calls in to sign up. There is no limit to the number of referrals!

Q?

Can I upgrade my Package anytime?

A.

Yes, there are no limitations or stipulations to what package you are on. You can upgrade your package at any time. Our billing system will automatically prorate your service appropriately.

Q?

What package should I select?

A.

The Internet package you select is based on many factors. How many computers/devices will you have online at one time? What do you use the Internet for? Are you streaming movies or just checking e-mail? The more devices that will be online at one time, the more bandwidth you will require. And if the devices are using applications that are streaming video content, such as Netflix, this will also require more bandwidth. Using the customer portal, you can upgrade or downgrade your service automatically without any intervention on our side. This way you can start at one of the entry level packages, such as our basic package, and then move up there if necessary.

Q?

What is the Customer Portal?

A.

The Customer Portal is your window into your account.  From the portal you can view your daily Data Usage and run Speed Tests.   The portal allows you to pay your monthly bill online with a payment method of your choosing, or setup automatic bill payments.  You can view past invoices and payments.  The portal also allows you to submit tickets to our NOC (network operations center).

Please click here to visit the portal.

Q?

I have replaced my router but my Internet doesn’t work.

A.

Every router has what is called a MAC address.  A MAC address is nothing more than an address that is unique to that router and identifies it on the Internet.  When you were first setup on our system we associated your routers MAC address onto your account so that it will work on our network.  This is what allows you access to the Internet.  If, for whatever reason, you get a new router or change routers, we need to update the MAC address on your account before your Internet will work.  You can either call in and have us do this for you, or you can do this yourself by visiting the customer portal and editing the MAC address located under the equipment tab.  You can typically find your MAC address on the box your router came in, or somewhere on the router itself.  A MAC address is 12 hexadecimal digits in length, usually with a colon between every two of the characters.  The MAC address can also be found if you log in locally to your router.  The MAC address on your account is the MAC address of the "WAN" or "Internet" port.

Q?

Are there any other “hidden” fees?

A.

At Tekfinity are committed to honesty and integrity.  We have no fees that are not disclosed.  If you sign up for the $34.95 basic package your monthly invoice will be exactly $34.95.

Q?

What are the Data Caps?

A.

Data Caps are monthly bandwidth limits put in place by service providers.  Once a customer hits this monthly bandwidth limit there are typically extra fees and charges for the overages, or the account is suspended until the next billing cycle.  The typical fees associated with exceeding a predefined Data Cap can be enormous if not carefully monitored.

Tekfinity does not currently have any Data Caps on any of its plans.  You will never have any unexpected fees for downloading to much data when you are with us!

Q?

Are the speeds guaranteed?

A.

With our broadband packages, as with any other broadband service provider, speeds cannot be guaranteed.  By definition broadband is a shared medium, meaning at peak times during the day it is possible you see a slight reduction with your speeds.  That being said we have specifically engineered and designed our network so that during these peak times our customers will see very little congestion, if any.

Q?

Do I have to sign a contract?

A.

Tekfinity requires a one-year commitment with any of our service packages.