Frequently Asked Questions
Knowledge Base
Knowledge base?
The knowledge base is our forum for information and in-depth answers to Door County Broadband’s processes, including helpful support tips and tricks.
Billing
I have new Credit Card info, how can I get that updated?
Please give our office a call and we can update that information for you.
How are you keeping my payment(credit card, automatic withdrawl) information safe?
We use a trusted third party service to store payment information. Once we have the information in the system, we no longer have access to the specific payment details.
Do I get anything for recommending your service?
You will receive a referral credit and $50 towards your account for every successful install you recommend. Please be aware the newly installed customer has to mention your name before you can receive a credit.
If you have any questions you would like answered, please contact us via our contact page or give us a call at (920) 868-9100.
For more in-depth FAQ and support questions, please visit our Knowledge Base.
Installation
How Much do Installations cost?
Our installation has two different costs: $175 for home owners and $300 for renters.
Can you use the cable I ran for my TV antenna?
We want to ensure a quality service and due to this, we install using only new equipment that we provide.
I’m building a home, can you run the cabling before I close the walls?
Yes. Please contact our office for current rates.
When can I get installed?
Once we have determined if your location has a potential for service and we have emailed you information, give us a call at 920-868-9100 option 2 to chat with customer service and find a date on our calendar based on your availability.
Do I have to purchase a new router?
Yes and No. You have two options.
Option 1: You purchase a compatible third party router and configure it to work with our services.
Option 2: Rent a router through us via our ” Router Program”. This option allows us to warranty/service your equipment for little to no additional costs. The monthly charge to enroll in our router program is $6.95.
Can you use our existing phone line; we don’t use that anymore?
Our service doesn’t use the phone lines. We use a wireless broadband signal (add the word signal) that get’s received by a dish on your property that runs through a cable to a router inside your house.
Can I choose between an antenna or a dish?
We prefer to use a dish when possible because we can provide a more optimal service. The antenna has a physical limitation regarding service capabilities and will only be considered if we cannot provide a service with a dish.
Can I select the equipment used?
We use several different brands of equipment and use what we believe is the best option available for your location.
Can I pick the location of the equipment?
Our installer’s goal is to have an installation that is agreeable to you and meets your internet needs. While they will make every attempt to accommodate your wishes for placement of your internet equipment, the final decision is determined by where radio signal can best be received. We cannot control where the best signal will be possible at your location.
I don’t want to see any cables, can you do that?
We try our very best in hiding installation cables.
Does there need to be any cabling?
Yes, we only use cabling for attaching the router to the dish.
My satellite TV works, why can’t your stuff?
We use service towers located on the Earth. Satellite technology is in outer space and doesn’t face the same kind of obstructions we may encounter. Due to satellites being so far away though, their latency is generally much higher. This leads to increased response times that are unsuitable for gaming, video conferencing, etc.
Do you have to mount the dish on the roof?
No, you generally have options. The main goal is to get our equipment as clear of a view to one of our service towers as possible to obtain a strong signal quality. Occasionally, we get a better service off the roof. Depending on the situation, the install may incur additional charges. Definitively, this is always a case by case answer.
What if I can’t currently get installed as is? Do I have options?
Normally, there are usually additional options. Since this is typically a case by case scenario, please give our office a call and we can explain the different options available to you.
Why can’t you mount it where my satellite dish is?
Our equipment may not fit the holes left by the previous equipment. Due to this, we don’t want to risk damaging anything.
My home owner association/landlord says I can’t have a dish/antenna outside. How can I get your service?
Based on Federal law (Telecommunications Act of 1996) your homeowner’s association cannot restrict installation of antennas up to 1 meter (or 39 inches) in diameter when used for “fixed wireless” services. Our Broadband Internet service would fall under this guideline. Please refer to the Official Rules for additional information.
In addition: The rule prohibits most restrictions that:
- Unreasonably delay or prevent installation, maintenance or use
- Unreasonably increase the cost of installation, maintenance or use
- Preclude reception of an acceptable quality signal
Effective January 22, 1999, the Commission amended the rule so that it also applies to rental property where the renter has an exclusive use area, such as a balcony or patio. On October 25, 2000, the Commission further amended the rule so that it applies to customer-end antennas that receive and transmit fixed wireless signals. This amendment became effective on May 25, 2001. The rule applies to individuals who place antennas that meet size limitations on property that they own or rent and that is within their exclusive use or control, including condominium owners and cooperative owners, and tenants who have an area where they have exclusive use, such as a balcony or patio, in which to install the antenna. The rule applies to townhomes and manufactured homes, as well as to single family homes.
How much wire did you bring with?
We allot 100ft of standard cabling per install and 50 ft of armored cabling per install. Any cabling past the allotted amount would come with and additional charge for additional cabling required. Standard cabling is $.50 per foot, armored cabling is $1.00 per foot.
If you have any questions you would like answered, please contact us via our contact page or give us a call at (920) 868-9100.
For more in-depth FAQ and support questions, please visit our Knowledge Base.
General
Do I need to be home when you install?
Yes, we require someone be available at the location during install. If you cannot arrange somebody to be available during your installation time please call our office at 920-868-9100 to reschedule.
Where is your office?
Our office is located at 2590 Triax Parkway, Baileys Harbor, Wisconsin.
What are your plans?
We have several available plans for you to choose. Please see our Service page for appropriate plans.
Can I use multiple devices at the same time?
Yes.
Can I use my apple/smart tv with the service?
Yes, of course. Although you are free to use whatever devices you like with your wireless broadband service, we do have some recommendations. We have noticed that in general, Apple/Smart Tv’s use up a non-optimal amount of bandwith, resulting in poor performance. Due to this, we recommend using a device like the Roku. Through network observations, the Roku has performed fabulously regarding bandwith usage.
What if I do not own the property?
We will then need permission from the landlord to install on the property. We have a form available for you to pass on to your landlord. Please contact our office for more information.
Who’s responsible for burying cable if necessary?
The owner of the property is responsible.
Do I have to be under contract?
DCB does not have contracts for our monthly plans. We work on an auto pay system that charges a credit/debit card on file on the first of the month for that month of service. With this, you can cancel at any time, but please keep in mind that there are no refunds for unused, paid for time unless the reasons for cancellation are due to major malfunctions or equipment errors on our part.
What if I’m not happy with my service?
We ask that you contact the office at 920-868-9100 to discuss any issues you have with your service.
Is there a trial?
We do not have plans at this time to institute home trials.
I thought it was wireless?
We are wireless. We just need one cable to attach the dish to the router. Other then that, we beam wireless signals to the dish on the property.
Is my wireless router an open door to my home?
A wireless router is an open door to your home. Most people use a wireless router so they can use their handheld devices. Wireless routers are great, but there are some very important reasons they need to be locked down with strong passwords:
- An open WiFi router or sharing your router password allows others to do illegal things that will be traced with you. DCB cooperates with law enforcement authorities to track down internet sexual predators. If the predator is parked near your house using your WiFi signal from their car, it appears to us to be coming from your home. What will happen is that the authorities will kick down the door at your house.
- Outsiders can use your Wifi to attack others or to hack into other’s computers and accounts. With a strong antenna they can be a half mile away and still use your WiFi. Again, the activity will register as happening inside your home.
- A sophisticated hacker can take over your computers in your home and make them repositories and servers for child porn, stolen credit card numbers or any of a plethora of illegal information. You would not even know it was happening in many cases.
- An open router allows outsiders to actually see what web pages and other content you are looking at.
- Allowing a friend of neighbor to use your WiFi connection and your internet account is called “Theft of Service”. You are collaborating in allowing them to commit a crime and you are jeopardizing your own service too.
If you have any questions you would like answered, please contact us via our contact page or give us a call at (920) 868-9100.
For more in-depth FAQ and support questions, please visit our Knowledge Base.
