Questions? We Have Answers!
What is you coverage area?
Our coverage area is expanding quickly. We have a map of our current coverage HERE. We are adding towers often, which allows us to provide service to more customers in more areas. Please check our coverage map to see if you are in our area. If you are not, please still contact us and we will retain your information so that we can contact you when coverage becomes available.
What if I have more than one location in need of internet?
We can accommodate multiple locations. It can be on one bill or separated for your convenience. Each location will incur its own charge for service.
Will I be able to stream Hulu and Netflix?
Absolutely! With our lowest package you will be able to use streaming services to multiple devices in your home or business. If you wish to stream to multiple High Definition devices, TVs or computers; we have additional plans that are available to accommodate your needs.
Do You Offer A Care Plan?
Yes, check out the Straight Shot Wireless Care Plan, only $9.95/Month!
The Straight Shot Wireless Care Plan provides you with peace of mind that your wireless equipment will be maintained with no surprise out of pocket costs to you. Benefits include a leased router, no charge service calls, and telephone assistance in setting up all your new wireless devices.
Confused on which router you need to work with your internet? Straight Shot Wireless will provide you with a wireless router and set up all appropriate channels and Wi-Fi in your home. Straight Shot Wireless will replace the router at no cost in the event that it quits working.
- No up front cost to purchase a router
- Peace of mind that experts are setting up your secured router and home Wi-Fi system
- Worry free replacement of SS Wireless supplied wireless routers
2. Service Calls
- Did you know that Straight Shot Wireless charges $70 per hour for most service visits? As part of the SS Wireless Care Plan, this rate is waived when our support team deems you need a service call.
- New roof and need your dish moved? No problem
- Dog chew through your wires? No problem
- Lightening strike your dish? No problem
- No surprise charges for service calls
- 3. Connecting Multiple Devices
- Did you know that SS Wireless support technicians can help you connect multiple devices to your SS Wireless Wi-Fi? In the past, a fee was charged to connect multiple devices. Now with the SS Wireless Care Plan that fee has disappeared.
- No need to call multiple company’s support lines to set up your new phone, tablet, or gaming console.
- A one-stop shop to get all your devices connected to your SS Wireless Wi-Fi over the phone in minutes.
I have a new router, what's the next step?
If you received a new router from Straight Shot Wireless, you should be able to plug it into our power injector and be good to go once you connect all of your devices to the new router.
If you purchased the router yourself, you need to ensure you purchased one with an ethernet cable for the WAN port. If you are unsure, contact us and we will be happy to help you! If you are leasing a static IP from SSWireless, you will need to contact us so that we can modify our equipment to ensure you get the proper IP address
Where can I find SS Wireless' legal policies?
Link below for all SS Wireless legal policies.
- Acceptable Use Policy
- Terms of Service
- Open Internet Policy
Am I getting the speeds I am paying for?
We offer “up-to” speeds. If you are paying for the Residential 5 package, you will get as close to 5Mbps as possible. If you have Non-Line-of-Sight equipment because you have trees and obstructions between you and the tower, your speeds could be lower. If you have clear line-of-sight to the tower, you should get the maximum speed. When running a speed test, your results will be measured in Mbps. When downloading files you will see your speed measured in bytes (MB/s), not bits (Mbps).
How can I tell what speed I am getting?
You can run a speed test here. Your household shares the bandwidth, so do a speed test when all other computers and devices are turned off.
What if my internet seems slow?
Computers that are infected with viruses, spyware, malware, or have not been taken in for a routine check-up are the leading cause of your Internet being slow. At a very minimum for computers that are connected to the Internet, SS Wireless recommends virus protection to be running and up-to-date. If you do not currently have an anti-virus program running, we recommend downloading and installing a free program, such as Microsoft Security Essentials or AVG Anti-Virus. Another quick (and free) way to boost your speed is to use a different browser, such as Firefox or Google Chrome.
I'm getting the speed I should, but I want more! What can I do?
You can change your package at any time, simply call or email Customer Support. Changing your package does not require an equipment change under most circumstances and can be done quickly over the phone or through email.
Why do I need a router to access the internet through my laptop? I thought I had a wireless internet.
A router is necessary to connect any wireless laptops or PCs. Our service is wireless from our tower to the radio that we install on your home. The router allows you to connect as many computers to our service as you would like.
I'm getting a new roof put on. What I do I need to do?
Call Support to schedule a paid service visit to remount your outside equipment.
How do I know which email program to use?
The email program you use is based on personal preference. For some users, our webmail (http://mail.sswireless.net) is powerful enough. For others, they need the plug-ins and power of a program like Outlook or Thunderbird. Many operating systems have an email program included. To learn how to set up your sswmail.net email account, check out our instructional page.
What is your usage policy?
You can read the full policy here. While our Internet plans allow you to download an unlimited amount of data, there are laws against downloading certain things, including copyright-infringed works. When we get a DMCA complaint linked to your account, we are required by law to notify you. The first 2 “strikes” are free, and then it’s $10 per DMCA complaint up to 12, which is when we have to ask you to find another ISP.
Do you have a referral program?
We love it when you love the service enough to tell your friends and neighbors. We offer a referral credit of $20 for each person you sign up. There is no limit to how many referral credits you can get!
How You Can Help?
Focus Group: Would you like to be a part of our SS Wireless Focus Group? We are looking for customers to give us periodic input on what you like and don’t like about your Internet service. Not much time is needed to commit to this position. Occasionally you will be asked to fill out a survey or give input on a new project or publication. You will also be invited to the SS Wireless office for an in-person focus group. If you are interested in taking part in the Focus Group, please email email@example.com
Tower Tech: Do you live close to one of the SS Wireless towers? Would you be willing to be a local “Tower Tech”? SS Wireless is looking for customers who are willing to troubleshoot at the towers when service is down. No knowledge of high speed Internet or technology is needed. You would need to be available by phone and be able to travel to your local tower. We will train you and in exchange for your service, we will offer you a discount on your monthly bill. If you are interested in being named a local tower tech, please email firstname.lastname@example.org.
What are your hours and how can I contact you?
The Billing Department is open Monday – Friday from 8 a.m. – 4:30 p.m. We can be reached by telephone at 575-208-7915 or by email at email@example.com
Will I be able to pay online?
We offer an online payment portal for all of our customers. We also have an office that payments can be sent or walked in.
How will I receive my bill?
SS Wireless prefers to do all billing via email. Since we are an Internet and email provider, we find this to be the easiest and most effective way to keep our overhead down. You may use ANY email address you would like to receive our monthly invoices/sales receipts but we can only guarantee delivery to email addresses that we host.
We can also bill you via the US Postal Service for an additional $2 processing fee per month. Invoices will be sent out monthly.
Customers who are set-up with automatic payments will receive a receipt on the date their credit card is processed. If at any time you have not received your invoice or receipt please contact our billing department and we can resend it to you. Policies outlined in the Billing Policy Agreement apply to all accounts.
When is my bill due?
Your invoice will post to your account on the same date each month. This date is specific to when you signed up for services. All bills are due 14 days from the invoice date. The bottom of each invoice shows a ‘Please Pay By’ date. If your invoice includes a previous balance, the original due date still applies and is noted next to the previous balance.
How can I pay my bill?
- Check or money order payments are accepted via mail or can be brought into the SS Wireless office.
- Payment can be made over the telephone with a debit or credit card.
- Auto pay, using a debit/ credit card or ACH, can be set-up to automatically process your payment on the day you invoice for services monthly.
- Online Bill Pay is available at https://powercode.sswireless.net/ – to enroll in this free service, please call the Billing Department. 575-208-7915.
- ACH can be set-up to draft funds directly from a checking account
If your check or ACH is returned to us by your bank for any reason, a $25 fee will be added to your account. This fee must be paid via cash, money order or debit/credit card. If you would like to set-up auto-pay, please contact our billing department.
Is there any additional charge to make a payment over the phone, use autopay or ACH?
- At this time there is no additional charge to pay via telephone.
- There is no additional charge for Auto Pay or Online Bill Pay.
What happens if I am late on my payment?
Payment is due 14 days after the invoice date; on day 30 our billing system a late fee that will post with the next regularly scheduled invoiced date which may not be for another month. Our Billing Department will call the day before the account will go into suspension to try to receive payment. Recurring monthly invoices under $400 with an unpaid balance past the Due Date will be charged a $5 late fee. Recurring monthly invoices $400 or greater with an unpaid balance past the Due Date will be charged a 1.5% late fee. If a balance remains on the account for 41 days (10 days after the invoice due date), service will be suspended until the full account balance and applicable late fees are paid. If your account is in jeopardy of being suspended, the Billing Department will email a notification to your designated billing email address. If your account has been suspended your billing date may change if the service is reactivated.
What if I need to change the email address where I receive my monthly invoices?
If at any time you need to update any information, please contact our billing department either by email or phone. For your protection, we require identification verification before changes are applied.
Is there a fee for canceling my account?
No. If you need to cancel your account, let us know. If you do not allow us to retrieve our equipment there will be a $200 lost equipment fee.
Can I make all my phones work through the phone jacks in my home?
Yes, you can have your whole house wired to work with VoIP phone service, but you will need to make one important change at your house. Failure to implement this change may result in damage to your equipment, which is replaced at your expense. The following instructions are found on our Phone Setup Guide. On the outside of your house where the phone company line comes into your house, there is a box. If you open the box on the customer access side, there is usually a phone jack with a phone cord plugged into it. You will need to unplug the phone cord and tuck it away from the jack and close the box back up. That will disconnect your house from the phone company line. Then when you hook up the box into any jack in the house, the whole house will be setup for phone service.
How can I check voicemail?
Dial 5001 from your home phone. Enter your PIN. If you do not know your PIN, please contact firstname.lastname@example.org.
Does the service work with fax or home security systems?
No, it does not work with fax. Security systems which use traditional land-lines will not work with SS Wireless’ VoIP Phone service. There are security systems which use the Internet instead, and those are compatible with SS Wireless’ VoIP Phone service, since they do not require a land-line phone connection.
Can I make an international call?
Yes, you can make international calls.
Can I use my answering machine instead of voicemail?
Yes, contact email@example.com and they can change this setting for you.
When my phone rings, it doesn't ring fully. Is this normal?
It’s not normal, but it can happen. Contact firstname.lastname@example.org to see if they can fix the issue.
The person on the other end sounds garbled. Can you fix this?
Your call quality should be good. If it’s not, then we will try to fix it for you. Contact email@example.com for help.
I don't use my phone service. Can I cancel it?
Sure. There is no contract length for SS Wireless’ phone service. Contact firstname.lastname@example.org to cancel. Be sure to return the VoIP adapter to SS Wireless.
Do I need a phone line?
No. SS Wireless Internet is wireless and does not require a phone line or cable connection.
How does Wireless work?
We mount a radio on the outside of your home and point it to a nearby SS Wireless tower. The tower and the radio securely send and receive your Internet content. Wireless radio (CPE) installed on the outside of the home. From the outside radio, we run a cable into your home and install a wireless router. This allows you to connect your wired and wireless devices to the Internet, so everyone in your home can get online. We also secure (encrypt) the wireless router so others can’t “steal” your Internet.
Is SS Wireless Wireless internet as reliable as reliable as Cable or DSL internet?
Yes – Many people are under the impression that wireless is not reliable and have heard horror stories about wireless Internet constantly going out. The difference is in the installation standards. If your signal quality is marginal, we will not install service, avoiding headaches for you, and for our technicians. The SS Wireless network has an uptime of 99.99%, and is monitored 24/7.
How does wireless compare to Satellite, DSL, Cable, and Fiber-Optics?
Satellite – most satellites are floating in orbit between 100 and 24,000 miles away. That’s how far your data is traveling – so latency (the delay between the signal being sent and reaching its destination) is going to be much higher than just about any other option. By comparison, your nearest SS Wireless tower will be less than 5 miles from your house. SS Wireless latency times (i.e. 30ms) are a fraction of that of satellite (i.e. 400ms). Customers who switch from Satellite to SS Wireless are often amazed by the improvement in Internet speed and reliability. Unlike Satellite, weather does not affect SS Wireless service.
DSL – Only available in towns, or within a certain distance to the DSL Central Office. Usually requires a phone line, so bundling with phone is usually required. Most DSL speeds are between 1 and 3 Mbps. Beware – the older the phone lines in your town or neighborhood, the slower and less reliable your DSL Internet connection can be. If you are looking to cancel your landline telephone and get Internet only, or you want more speed than DSL can provide, SS Wireless could be your solution.
Cable – It can be very fast. Cable providers rank highest on lists of companies with the worst customer service. SS Wireless’s speeds are comparable to cable, and customers enjoy local, friendly, and knowledgeable support.
Fiber – It can be the fastest – but it’s not always. Providers can vary a lot – from the speeds they offer and how much they charge, to how long it takes to repair a cut fiber line and restore an outage. It’s not available everywhere, so if you have the option to choose fiber, you might want to look into it if speed is important to you.
Does weather affect SS Wireless internet?
Unlike satellite, which can lose signal during heavy rain, weather does not typically affect the wireless signal. There are some exceptions to this, such as, severe storms and ice. Lightening can sometimes damage tower equipment. SS Wireless monitors the network 24/7, so tower techs know when there is an outage and can work quickly to restore service at all hours. Ice buildup can affect a specific type of antenna called a Yagi. This is the long, skinny, pronged antenna that is only used in areas with no line-of-sight to the tower.
Does SS Wireless charge for service visits?
No, as long as the issue lies with SS Wireless’s equipment – the outside radio, the cabling, and the SS Wireless router. We service this equipment free of charge. A customer will be charged if they cut the cable or if equipment was ruined on their end. If you want your house rewired, the radio moved (i.e. getting a new roof), or your computer ends up being the problem, then there would be a charge for the visit. Support Technicians can typically troubleshoot to determine if it is your equipment or SS Wireless’, and you would be notified if a paid service visit is required.
Can I move residence while under contract?
Yes. If you move to a residence where SS Wireless is available, you can continue your service. SS Wireless can test your new location for free to determine serviceability. SS Wireless charges an $80 move fee to re-install equipment at your new location. If you are moving, and we cannot service the new location, then we will collect our equipment, and cancel your service when you ask us to do so.
What if I need help?
SS Wireless is here to help! You can find tutorials and instructional guides on this website, and you can speak to a local technician over the phone or in person six days a week.
Do you have a Facebook page?
Straight Shot Wireless does have a Facebook page. We try to keep our customers up to date on changes to our systems, pricing, and plans. Additionally, we will post if there is an issue that would affect our customers, such as power outages due to inclement weather.