FAQ

How can we help you today?

Sales

Give us a call at (801) 737-1900

Support

We have Industry leading Customer Support

WHAT IS FIXED WIRELESS?

This Is How It Works

What does fixed wireless mean? It means we can provide where traditional companies can’t!

How Optic Loop Wireless Works

1: Your signal zooms through
the air, from a local tower
straight to a little antenna
fixed to your home.

2: That signal travels via ethernet
from the antenna into your
home, connecting to the 
Power Supply (we call it a POE), which can
connect to your wireless router.

3: You enjoy super fast Internet
and unlimited data on all your
devices – phones, tablets, games
consoles. Everyone’s happy!

BETTER WITH OPTIC LOOP

Unlike satellite services, where your signal has to travel thousands of miles creating slow response times, our service only travels a couple miles. This means you see faster speeds and a more reliable connection. Optic Loop runs off a tower system, that is all ground based and your link isn’t affected by the weather. Optic Loop has unlimited data included in all of our plans. Where other services limit you to how much you can enjoy, with Optic Loop the possibilities are limitless.

GETTING STARTED

Optic Loop is able to connect your home to the internet using our network of over 45 sites. This is done using wireless technology. One of our qualified install technicians places a small antenna on your home and points it towards one of our network sites. This antenna receives a signal from the network site and provides you with a reliable connection to enjoy surfing, streaming and gaming.

Install process

  1. Site survey
    • The technician will locate the best location to mount the equipment using a preprogrammed antenna and a headset, listening for the best signal.
  2. Installation of the mount, antenna and dish
    • This will be attached to the roof, the side of the house or a post in the yard, dependent on the best location for service.
    • Cable will be run from the antenna and into the house
  3. The technician will help you set up the router (not provided), and will ensure the connection is stable

The technician will provide information on billing, accessing the customer portal, and answer any questions you may have about the service.

SUPPORT

Most of the services we offer are able to support streaming. It is important to know the system requirements for services like Hulu and Netflix, because each has its own requirements for bandwidth needed for streaming videos smoothly.

NETFLIX REQUIREMENTS:
  • 0.5 Megabits per second – Required broadband connection speed
  • 1.5 Megabits per second – Recommended broadband connection speed
  • 3.0 Megabits per second – Recommended for SD quality
  • 5.0 Megabits per second – Recommended for HD quality
  • 25 Megabits per second – Recommended for Ultra HD quality (4k)

If you are experiencing issues with Netflix, login to your Netflix account and find “Your Account & Help.” Then select “Manage Video Quality” and adjust your streaming to “Good Quality”

HULU’S REQUIREMENTS:
  • 720p – a minimum of 3.5Mbps downstream bandwidth
  • 480p – a minimum of 1.5Mbps downstream bandwidth
  • 360p – a minimum of 1.0Mbps downstream bandwidth

No, we use standard network cables called CAT5, available almost everywhere, to link between the PoE and your router. So, make sure you have a router that has a standard network port on it, not a cable router.

We recommend AVG Free Edition, Malwarebytes, and Spybot Search and Destroy. Each of these products have free ware options, which means they are of no cost to you. You can find these products here:

AVG Free Edition
Malwarebytes 
Spybot Search and Destroy

First, we recommend our rebooting process, which goes as follows:

  • Unplug the power supply from the wall outlet
  • Unplug your wireless router’s power supply if you have wi-fi in your home or shutdown your computer if you don’t have wi-fi
  • Wait 5 minutes
  • Plug in the power supply
  • Plug in the router power supply
  • Wait 5 minutes

If you’re not online after that, call our tech support line at (801) 737-1900.

 
Category: Support

BILLING

If your location isn’t a year round residence, you can set your account on a vacation hold. To set up a vacation hold, simply give our friendly customer service representatives and they will be able to assist you in setting it up.

  • The account must be in good standing prior to starting away status and the traditional billing cycle still applies to the account.
  • A fee of $15 a month is charged for vacation hold.
  • A fee of $20 a month is charged for vacation hold+, which provides enough service to connect IoT, such as thermostats.
  • An account can be on a vacation hold for at most 6 months per year.
  • When you would like to reinstate service, call our offices to have service reestablished.

Payments can be made with debit or credit cards, by check.

Credit, and debit card payments can be made over the phone and you can set them up for automatic billing (to be automatically charged on the first of each month).

Checking accounts can be added through the customer portal and can also be set up for automatic billing on the first of each month.

Monthly bills are emailed in PDF format, so it is important to keep your email address up to date with us. To view them you will need Adobe Acrobat Reader.

We send out invoices on the 1st of each month via email. The bill is due on the 11th of each month. If payment hasn’t been received by the 13th, the account may receive a late fee.

We send our invoices as a PDF file. You many need to download Adobe Reader in order to view the statement. You can download Adobe Reader here.

Optic Loop Customers
  • Go to https://billing.opticloop.com
  • Type in your username and password
  • Click on the Billing tab
  • Click on “Make a payment”
  • Enter your credit card or debit card information. If your information is in the account already, you may make the payment without entering your card number
  • Click “Make payment.” Type in the amount and then click “OK”
  • We accept Visa, MasterCard, Discover, American Express, and E-Check.

OTHER QUESTIONS

3-5 Business days

We will install a small radio, or dish (depending on how close the network site is) outside of your home. Our installers will discuss options with you before doing any work. We provide all outside cables and clamps, along with any bases or J-Poles. We also offer tripods at an additional cost. Inside you will need a router that your provide. 

Streaming is another method of distributing television content. Some providers, like Netflix or Hulu, stream original content.

One of the biggest advantages of streaming is you can choose which entertainment to pay for, unlike traditional cable (where you get hundreds of channels you never watch). 

Streaming gives you the option to customize what you are willing to pay for.

There are also dozens of free streaming platforms, like Crackle or Pluto TV. You will see commercials but, pay nothing for these services.

You can also tailor your choices for children or seniors. Making streaming a great option over traditional cable. Add in an over the air antenna for local channels and streaming is cost effective and entertaining. 

Any trenching needed should be provided by you. Optic Loop is not licensed, or insured, to perform any digging. 

Email

info@opticloop.com

Phone Number

801-737-1900

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