WildBlue Questions & Answers
WildBlue Owners Guide
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General Information
What is the WildBlue service and where is it available?
WILDBLUE is a high-speed Internet access service for homes, home offices and small offices. It is available in virtually every location across the continental United States.
Why should I get WildBlue?
WildBlue provides access to the Internet at much higher speeds than dial-up access: up to 1.5 Mbps which is more than 30 times faster than dial-up. A whole new world of content will open up to you with your broadband connection. And with WildBlue, you get an "always on" connection which means no dialing-in or other delays to get high-speed access to the Internet.
How hard is it to use?
Not hard at all. Once we professionally install your WildBlue system, you are ready to surf the Internet at lightning fast speeds. You can use your same web-browser, go to the same sites, use your email, etc. just like you always have...but a lot faster! And it's always on so no more dialing-in delays, or getting "bumped off."
Who do I call if I have a problem?
You just call our tech support agents at no additional cost, 24 hours a day, 7 days a week: 1-888-232-7915.
What equipment is needed to get the WildBlue service?
It's easy. All you need is a WildBlue minidish and a WildBlue modem.
What are my minimum computer system requirements?
Most computers in use today will meet our minimum system requirements. If you don't know if you meet them, please contact us and we can help you figure it out.
- PC/ Windows: 300 MHz or faster processing speed, minimum 128 MB Random Access Memory (RAM), and Windows 98SE, ME, 2000, or XP operating system. 100 MB of hard drive space and an ethernet card are required.
- Macintosh: 300 MHz or faster processing speed, 128MB Random Access Memory (RAM), and OS 9, OS 10.2 or higher operating system. 100 MB of hard drive space and an ethernet card are required.
Are there any cancellation fees?
WildBlue customers are required to sign a service contract when they initiate service. If you disconnect your service before the contract expires, there will be a cancellation fee equal to the price of your monthly service multiplied by the remaining number of months in your contract.
What kind of speed can I expect?
WILDBLUE will offer different packages that provide you different speed levels. Our core Value Service will offer up to 512 kbps download speed. We also offer two other services with up to 1.5 Mbps download speeds.
Services & Prices
What does WildBlue cost?
There are two costs - an upfront fee to pay for the equipment and professional installation, and a monthly service fee for the high-speed Internet access. We offer a variety of packages at different monthly fees, and 4 options for equipment costs. These packages include a Value Service at $49.95 per month and equipment starting at $199. (see packages and equipment)
What types of email options do I get with my WildBlue account?
We offer an advanced suite of Internet services including the commonly used POP3 (like Outlook or Outlook Express) and web-based email options. Our subscribers will receive between 5 and 10 email addresses (each with at least 10 MB capacity depending on the package chosen). More email addresses and additional capacity are available. Learn more about the packages we offer.
Do I get web space with my WildBlue account?
Yes. We provide customers with between 10 and 20 MB of web space as part of their WildBlue service package. The exact storage space depends on which package you choose to buy.
Do I get dial-up service with my WildBlue account?
Dial-up service comes standard with the Pro-Pack, and is available upgrade option on the other service packs. This is a remote-access dial-up service allowing you to access your email when you are not at home or out of the office. Instructions for remote access will be included with your installation. Learn more about the packages we offer.
If I have WildBlue, do I need an additional account with an Internet Service Provider (ISP)?
No. The WildBlue service includes all key ISP features like email, web space, etc. If you prefer, you can continue to use your existing email account and use the WildBlue service for your broadband Internet access.
If I sign up for WildBlue service, can I keep my AOL® account?
Yes, if you prefer. You can use WildBlue for high-speed broadband Internet access and keep your AOL® service if, for example, you want to retain your current email account. You will need to pay a separate fee directly to AOL® beyond your monthly WILDBLUE fee. Please contact AOL® directly for more information.
Will you limit heavy bandwidth users?
As is standard with other Internet Service Providers, WildBlue will ensure that its service operates at optimum speeds for all of its customers. Since WildBlue is a shared network, we will have a Fair Access Policy to ensure that extraordinary usage by a few customers doesn't negatively affect the normal usage of other customers. For the vast majority of users, the Fair Access Policy will have no effect on their usage. For a few very heavy bandwidth users, the system may restrict their bandwidth and therefore their speed. WildBlue's Fair Access Policy will be well-documented and communicated to you before you become a customer. We plan to offer multiple service levels that should accommodate most users' needs.
Do you offer a limited warranty on the equipment?
Yes. You will receive a 90 day manufacturer's warranty on all equipment at no charge when you become a customer. There is also a 90 day warrantly for labor. If you would like further coverage for your labor and parts, we do offer a protection plan for $6 per month. This Protection Plan helps to cover most of the costs for service calls, and only requires that you pay a small co-pay.
Availability Information
Can I get WildBlue service in a mobile vehicle like an RV or boat?
Not at this time. WildBlue service was designed for stationary locations like homes and small businesses. We do not offer broadband service for mobile vehicles at this time.
Installation Information
What will the installation process be like? Can I install my own dish?
Our professional installers will quickly and efficiently install equipment and activate WILDBLUE's broadband service at your chosen location. The satellite mini-dish is about 26 inches x 28 inches and can be easily mounted on a roof, outside wall or on a post. A cable from the dish will connect to a satellite modem (a small box usually placed next to the computer), which will connect to your computer via an Ethernet connection. Installation will require an installation professional to make sure that the dish is pointed at the satellite accurately and to verify that all connections are made properly. Self-installation is not currently being offered.
Can I use wireless home networking with WildBlue?
Yes. WildBlue is compatible with all major wireless home networking products.
Do customers have to have a phone line in addition to the satellite connection?
No. WildBlue offers an efficient 2-way broadband connection that requires no phone lines.
Do I need a southern line of sight to receive a signal from your satellite?
Yes. You will need a clear view of the southern sky to receive a signal from the WildBlue satellite.
Technical Information
How fast is this service? How does it compare to cable modems and DSL?
Although not as fast as a DSL or Cable connection, WildBlue's always-on broadband Internet connection offers downstream speeds of up to 1.5 Mbps - more than 30 times faster than today's dial-up speeds. Upload speeds of up to 256Kbps are also be available. WILDBLUE's high bandwidth opens up a window to a world of rich content that is largely unavailable through dial-up modems. (NOTE: Speeds for the $49.95 Value Pak are up to 512Kbps download and up to 128Kbps upload.)
What operating systems are compatible with the WildBlue service?
- Windows/PC: Windows 98SE, ME, 2000, XP or Vista
- Mac: OS9, OS 10.2 or higher
Will WildBlue work with Macintosh computers?
Yes. The WildBlue service is compatible with Macintosh computers.
What Web browsers and email clients does WildBlue support?
Web Browsers:
- Windows/PC: Internet Explorer 5.5 & 6, Netscape 6 & 7.x, Mozilla 1.7.3, Firefox 1.x
- Mac: Netscape 7.x, Safari 1.x, Mozilla 1.7.3, Firefox 1.x
Email Clients:
- Windows/PC: Outlook Express 5 & 6, Outlook XP & 2003, Netscape Mail 6 & 7
- Mac: Outlook Express 5, Outlook 2001, Outlook 2004, Netscape Mail 6 & 7, Apple mail
Will I be able to use a virtual private network (VPN) with the WildBlue service?
WildBlue recommends the use of SSL-based VPNs as they work better on the WildBlue network because they work efficiently over a satellite connection. IP Sec-based VPNs may be slower due to the effects of latency. It is possible, depending on your VPN's security settings, that the WildBlue service will not work with your VPN. Our customer care representatives can explain more to you about VPNs.
What is the impact of latency? Can I play real-time Internet games or make Internet phone calls on your service?
The WildBlue system is engineered to help offset the impact of latency, which is the delay caused by sending signals from the earth to the satellite and back again. However, there is a delay of about a quarter second as the signal travels up to the satellite and back down to the ground. For most applications this latency does not affect performance, however, there are some applications like voice over IP (telephone service delivered over the Internet, also known as VoIP), or real-time interactive gaming, where latency will have a noticeable effect on performance over the WildBlue network, as it would on any satellite-delivered service.
What do I do if my computer did not come with a Network Interface Card (NIC)?
Many computers can be upgraded with a 10/100 Ethernet Network Interface Card (NIC) - which you can find at almost any consumer electronics store, or at an online store. If you are comfortable with opening your computer and installing hardware, most Ethernet NICs can be self-installed. Check with your computer manufacturer for more information on the right Ethernet NIC for your system.
Also, if you have an available USB port on your computer, you can purchase a USB Ethernet adapter (available at almost any consumer electronics store, or online - see image) This may be easier to install than a PCI card in your computer. For a laptop, you can purchase a standard PCMCIA card that provides an Ethernet connection, or you can purchase a USB Ethernet adapter as well. We recommend that you upgrade your computer to meet all of the requirements listed above to get the most out of your Internet experience.
How can I tell if my computer has a Network Interface (Ethernet) Card?
The Network Interface Card (NIC) will be located on the back of your computer it looks like a LARGE modular phone plug. It will have two or more small indicator lights next to the connector as in the illustration above. Alternately, the lights may be located to either side of the recessed area the clip of the cord snaps into.
Below is a picture of the back of a newer machine showing the location of the Network Adapter:
Is WildBlue service affected by weather?
The WildBlue service is only minimally affected by weather, and only under extreme conditions. The WildBlue service will offer availability equal to that of satellite TV. Like satellite TV services, during a very heavy rainstorm, you may notice slower WildBlue speeds, but this should normally only last a few minutes.
Can some computers (windows) slow down the WildBlue internet?
Some (especially older) computers will operate slower but that is due to the computer, not the WildBlue Internet service. (see minimum computer requirements) WildBlue will operate at the same speed regardless of the computer connected.
Can I still use Microsoft outlook?
Yes
How is the wireless Internet set up and what is the difference if any or effects?
The installation is the same as it would be for DSL or cable broadband using a router that will be plugged into your modem. Only a single computer system is included in your FREE standard installation.
How many computers can HomeWorks network for me and what is all included?
A single computer system is included in your FREE standard installation. If you want to setup your own wired or wireless home network, you can (after standard installation is complete). HomeWorks is not able to set up a network for you, but our toll-free WildBlue tech support line may help if you are using LinkSys brand router for home networking. The user agreement for WILDBLUE allows 3 computers to use WildBlue at the same time.
If I choose to set up my own network using WildBlue, will all of my computers be able to use the Internet at the same time? Will this affect Internet speeds?
The WildBlue user agreement allows up to 3 computers to use WildBlue at the same time. Having multiple computers set up will not slow down the WildBlue service, BUT each computer is sharing the connection. So, if one computer is downloading large files the other users will be competing for the same bandwidth. Normally this is not an issue unless you get two or more computers downloading large amounts of data AT THE SAME TIME. This is true of any Internet connection, not just WildBlue.
