|
Q1: Why is Shelby Electric Cooperative getting into the wireless broadband
business?
A recent statewide survey sent out to our members in 2007 indicated a desire for the cooperative to provide this service.
While we have offered internet services to our membership since 2005, wireless
broadband will offer our members a more competitive entry price that gets our
rural members access to a product that is as fast as or faster than other
high-speed providers at a comparable price to what they would pay if they were
in town. Therefore, this package should be equally attractive to customers
located in town or out of town.
Q2: How fast will PWR-net be?
Tier 1
Download speeds up to 512 Kbps
Upload speeds up to 128 Kbps
Tier 2
Download speeds up to 1 Mbps
Upload speeds up to 384 Kbps
Tier 3
Download speeds up to 1.5 Mbps
Upload speeds up to 512 Kbps
Q3: How much will this service cost?
PWR-net will be competitively priced starting at $44.95/month for the Tier 1 service package. However,
if you are currently a Shelby Electric or Shelby Energy
customer, you will be eligible for a $15 monthly discount.
Q4: Are there any installation or equipment costs?
Yes. There is a one-time charge of $99.00 for basic installation and equipment. The equipment
located outside your home is referred to as a CPE (customer premise equipment).
Basic installation consists of a single wired internet connection coming
directly off of the CPE, which
must be installed by one of our registered technicians, into your computer or router. Up to 150 feet of CAT5 cable is included in
the basic installation. The installation of mounting poles and trenching
services, if required, will be at an additional charge.
Q5: Will I be signing a contract?
Yes. Shelby Electric requires that all
PWR-net subscribers sign a 2-year service agreement
Q6: Do you require any type of deposit?
You will be asked to provide your social security number when signing up for
PWR-net. We use your number to perform a credit check, which will come back to us as a pass or fail. If
you pass the credit check, you will not owe a deposit. If you fail, we will
require a $100 deposit in addition to the $99 installation charge before the
installation can take place. The $100 will be reimbursed when you have paid your
bill in a timely manner for 24 consecutive months.
Q7: How many email addresses can I get through PWR-net?
Our basic package provides three email addresses. Additional email addresses can be purchased for $5.00 per email address per
month.
Q8: Who pays if I have a problem with my service or equipment?
Customers will be responsible for the repair and/or replacement of their
PWR-net equipment unless they have our maintenance plan. We strongly encourage customers to take advantage
of this plan, as it is only $5.00/month. Please be aware this maintenance plan
covers the CPE and service call fees only. (A new CPE is $479.00 plus tax, and
service calls are $75.00 per visit). Any additional equipment you may have is
your responsibility and will not be covered under this plan. In addition,
service calls needed due to an operator error or subscriber equipment (hardware
or software) problems will not be covered under our maintenance plan
Q9: Who owns the equipment?
Shelby Electric will lease the CPE to customers for the first two years of service. The customer will own any other equipment
associated with his/her
PWR-net service and will obtain ownership of the CPE after the 24th month.
Please note: Shelby Electric will not assume responsibility for the CPE, whether it be leased or owned, unless the customer
signs up for our maintenance plan.
Q10: Will I have the option to take advantage of bundled billing with PWR-net?
The Cooperative is currently working to combine
PWR-net and electric charges on the same bill. Unfortunately, bundled billing is not available at this time with
Shelby Energy.
Q11: Will online bill pay for PWR-net be available?
Our goal is to make paying your bill as fast and easy as possible. We realize, for most people, this is done online. We are
presently working to make online bill pay for
PWR-net customers a feature readily available at our website, www.shelbyelectric.coop.
Q12: Will my current computer operating system be compatible with
PWR-net?
Your operating system must be Windows ME or newer. If you are a Mac user, contact our office to ensure your system will be
compatible.
Q13: How do I know if service is available in my area?
You can contact our broadband office with any questions you may have at
1-877-994-2323 or 217-774-2323 or by emailing
subscriberinterest@pwr-net.coop. Our
customer service representatives will be able to discuss tower installation
progress with you and/or place you on a list of interested parties. You will
then be notified when service becomes available in your area.
Q14: I live in a wooded area will I be able to get service?
Maybe. PWR-net uses a line-of-sight technology. The CPE at your home must be able to communicate with the main
tower in your area.
Q15: Who will I call if I'm having trouble?
Shelby PWR-net's outstanding customer service team will be trained to assist you.
Q16: Will I have access to technical support after business hours?
Questions concerning PWR-net will need to be posed between the hours of 7:30am to 4:30pm, Monday through Friday, when knowledgeable customer service representatives are available to address
your needs.
Q17: If I am not satisfied with PWR-net
, will I be able to break our contract without penalty?
We encourage prospective subscribers to visit our PWR-net/Wildblue on East Route 16 or Shelby Electric headquarters on N. route 128 to take a test drive of the
broadband service before scheduling an appointment. Once the equipment has been
installed you will be responsible for fulfilling the service agreement of two
years.
Q18: What if I decide I want to switch to a different internet provider but haven't fulfilled my 2-year commitment?
Customers will have the option to buy out of their service agreement at a prorated fee dependent upon the amount of time they
have maintained service. An early cancellation fee may also apply.
Q19: Does an early termination fee apply even if I move and can no longer
receive service?
In the event you move, you will be asked to submit proof of utility service in your name at a new address outside of the
broadband network. In this instance, and only in this instance, Shelby Electric
may choose to reacquire the CPE installed at the previous location in lieu of or
in conjunction with an early termination fee.
Q20: If I require a wireless router, is that included in the $99.00 installation
fee?
No. Wireless routers are available for purchase at our PWR-net/Wildblue office for $69.00 plus tax. (We do not require that you
purchase your router through our office).
Q21: I own a small business, can I subscribe to PWR-net, and how much will it cost?
Yes, we encourage business owners to contact our Media Services division, as the
standard information may not apply. Increased bandwidth is available and will be
priced accordingly.
|
