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Q1:
How fast is PWR-net and how much does it cost?
Tier 1 - $29.95
Download speeds up to 1 Mbps
Upload speeds up to 256 Kbps
Tier 2 - $49.95
Download speeds up to 1.5 Mbps
Upload speeds up to 384 Kbps
Tier 3 - $69.95
Download speeds up to 2 Mbps
Upload speeds up to 512 Kbps
Q2: How do I know if service is available in my area?
Our office hours are Monday through Friday, 7:30am-noon and
1-4:30pm. Please contact our Shelby Electric Media Services Divison 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 either place you on a list of interested parties or sign
you up dependent on the availability of service in your area.
Q3: Are there any installation or equipment costs?
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 needed, will be at an additional charge.
Q4: If I require a wireless router, is that included in the $99.00 installation fee?
No. Wireless routers are available for purchase at our Shelby Electric Media Services office for $69.00 plus tax.
We do not require that you purchase your router through us. Please be aware the wireless router is not covered
under our optional maintenance program regardless of where it is purchased.
Q5: Will I be signing a contract?
Shelby Electric requires that all PWR-net subscribers sign a 24-month service
agreement, which begins at the date of installation.
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 12 consecutive months.
Q7: How many email addresses can I get through PWR-net?
Our packages provide 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, including a wireless router, 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?
The equipment installed under our basic installation is and shall remain the sole property of Shelby Electric. Your wireless router, if required, and computer are your property and therefore not Shelby Electric's responsibility or obligation to maintain or replace. Please note: Shelby Electric will not assume responsibility for the equipment installed under our basic installation unless the customer signs up for our maintenance plane (see Q8).
Q10: Will I have the option to take advantage of bundled billing with PWR-net?
Your monthly electric and PWR-net charges will show up on the same bill and
will have the same due date. Please be aware, in the event your bill is not
paid in full, the payment will always go toward electric first and then PWR-net.
Bundled billing is not available at this time with Shelby Energy.
Q11: Will online bill pay for PWR-net be available?
Yes! Our goal is to make paying your bill as fast and easy as possible.
We realize, for most people, this is done online. We encourage our
PWR-net customers to log on to www.shelbyelectric.coop to take advantage
of our online bill pay. If you have any problems, please call and we will
be happy to walk you through the process.
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: I live in wooded area - will I be able to get service?
PWR-net uses line-of-sight technology. The CPE at your home must be
able to communicate with the main tower in your area. Our technician
will show up prepared to install. If we are not able to get a strong
signal at your location, there will be no charge to you.
Q14: Who will I call if I'm having trouble?
Shelby Electric Media Services’ outstanding customer service team
is trained to assist you. We are currently available to take your
troubleshooting calls Monday through Friday, 7:30am-noon and 1-4:30pm.
Q15: 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-noon and 1-4:30pm, Monday through Friday, when knowledgeable
customer service representatives are available to address your needs.
Q16: 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 Media Services office on East Route 16 or
Shelby Electric headquarters on North 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 24 months.
Q17: What if I decide I want to switch to a different internet provider but haven't fulfilled my 24-month 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.
Q18: Does an early termination fee apply even if I move and can no longer recieve 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.
Q19: 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 Shelby Electric Media Services
office as the standard information may not apply. Increased bandwidth is available
and will be priced accordingly.
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