Broadband Internet FAQs
Have a broadband internet question? We can answer it!
FAQs
Q: What are your office hours?
A: We are open from 9:00 a.m. to 5:00 p.m. Monday through Friday.
Q: Is your office open on weekends?
A: No, we are open Monday through Friday.
Q: Can I call the office for technical or billing support?
A: Yes, technical and billing support is available from 9:00 a.m. to 5:00 p.m. Monday through Friday.
Q: How long has Lightwave Wireless been in business?
A: Since 2008, locally owned and operated.
Q: What areas does Lightwave Wireless service?
A: Valley Center, Escondido, Pauma Valley, San Marcos, Pala, Palomar Mountain, San Pasqual, Rincon, Bonsall, Fallbrook, La Jolla, Rancho Santa Fe, Ramona, Poway, El Cajon, Miramar, La Mesa, Mira Mesa, Lakeside, Santee, and Kearny Mesa.
Q: What technology is used for your service?
A: We utilize the latest microwave technology to transmit and receive to and from our various access points/towers.
Q: Does Lightwave Wireless charge a fee to come out and check my property for serviceability?
A: No, we do not charge for site surveys. In most cases, we set up a site survey/install and dispatch our technicians with intent to install your Internet on the same day.
Q: How long will it take Lightwave Wireless to site survey my property from the time I submit the request?
A: Typically, you can expect a 24-48 hour turnaround for us to notify you if you are serviceable.
Q: Will my Internet have a data cap?
A: No, we do not have any data limitations – unlike Satellite, Verizon, AT&T and other broadband providers.
Q: What’s the difference between satellite Internet and wireless Internet?
A: Wireless Internet has a much faster response time than satellite Internet because it is land-based and thus travels shorter distances.
Q: Will your service work through trees?
A: Only our 900mhz band will go through trees. Usually, equipment needs a direct line of sight with no obstructions to one of our towers.
Q: Will Vonage, MagicJack, and other VOIP work on your system?
A: Yes, these services will work on our system.
Q: What type of network infrastructure is used with your system?
A: We have a multi-gigabit pipeline that is fed throughout our network.
Q: Do you provide a router when you install Internet service?
A: No, we recommend customers purchase a wireless router prior to installation.
Q: Is there an installation cost?
A: Yes. The cost is $95 for standard installation and $75 for our senior rate (age 55 and older), plus your last month's service payment.
Q: How long does it take for an installation?
A: Typically, it takes 60 to 90 minutes for us to install service.
Q: Do you offer a senior rate price?
A: Yes, we offer a senior discount for those 55 and over.
Q: Does the weather affect my connection?
A: No. Unlike satellite Internet, wireless Internet is not affected by weather conditions.
Q: Why is my Internet down?
A: Try rebooting your router. If you don't use a router, try rebooting your computer. If you are still offline, call us immediately for support. We will not know that your personal connection is down until you inform us. In most cases, we will schedule an onsite repair within 24 hrs.
Q: Is there a cost for repairs?
A: If there is an issue with our equipment, we do not charge any fee. If it happens to be an internal issue related to your own computers or network, we will charge a $45 per hour truck roll fee.
Q: What is included in the Installation Agreement?
A: You can view a sample Installation Agreement by clicking here.
