Skyrunner Internet Service Guide

We aim to provide the best Internet services in Western North Carolina and to provide expert, friendly, responsive customer support. We welcome feedback from our customers to help us achieve this goal.

Services we provide:

Some features of Skyrunner Internet service:

  • Multiple plans starting at $30/month
  • 99.99% network uptime
  • Unlimited data plans
  • All Internet plans include unlimited data from midnight to 6am every day
  • Complete indoor and outdoor WiFi solutions from small apartments to large homes and businesses or multiple buildings
  • No contracts – upgrade or downgrade your plan or cancel service anytime
  • No taxes or fees added to our Internet service prices
  • No price increases after an introductory period
  • Point to point or multi-point links to provide Internet service to two or more buildings on a property
  • Drop your monthly bill to $10 while you’re away from the property
  • Backup Internet service
  • Network status updates direct to your phone
  • Money back guarantee – full refund of installation fee if you’re not satisfied and cancel service within the first month

Installation of Hardware

Basic installation includes installing an antenna, a cable that connects the antenna to a power source, a power adapter to power the antenna, one piece of WiFi hardware (purchased from us or provided by you) and connecting all your devices to your WiFi. Additional charges will apply for properties needing additional time or hardware. This will be estimated with you at the time of scheduling the installation or during the installation if additional time or hardware was not expected. If it is necessary to mount an antenna more than 20 feet up in a tree in order to provide you with service, a tree climb fee will be added to the installation fee. We will discuss this option with you if this is likely to be needed. The same tree climb fee will be charged every time a Field Technician needs to access the antenna or cable in the tree. Unless negotiated otherwise, antennas, antenna mounting hardware, cable and power adapter(s) that Skyrunner installs on your property remains the property of Skyrunner. We expect to reclaim this equipment if you cancel service and will bill you for loss of the equipment if we cannot recover it. Any hardware that Skyrunner installs for the purpose of providing services to multiple tenants in a building remains the property of Skyrunner.

Private Networking Hardware

Optional private networking hardware such as routers, access points, switches, power line adapters and/or additional cabling can be purchased from Skyrunner. The installation and configuration of the first WiFi router or access point is included in the installation fee. The installation of any additional networking hardware is $75/hour plus the cost of the hardware. Hardware purchased from Skyrunner Internet comes with a 1 year failure warranty for new hardware and a 30 day failure warranty for used hardware. Any hardware that fails outside of these warranties, or any hardware purchased from a third party, can be repaired or replaced by Skyrunner, which has a minimum charge of $75.00/hour plus the cost of the hardware.

Speed & Latency

Our advertised speeds refer to the speed provided to your property. The result of a speed test on a device depends on multiple factors, many of which are outside of our control. However, if the results of multiple speed tests are consistently slower than your plan, please contact us and we will work with you to identify and resolve the cause. If the speed provided to your property is consistently slower than your plan, we will resolve it or you can select a slower plan or receive a price reduction on your plan. If there is a problem on your private network that is causing loss of speed on your device(s), we’re happy to help you resolve it within the boundaries of our expertise. We do not take responsibility for identifying and resolving problems on your private network unless you have purchased your internal network hardware from us. Latency on the Skyrunner Internet network is typically low. We do not provide any guarantees about latency or ping times to any IP address. We do not guarantee that services that rely on low latency or ping times will function well on every Skyrunner Internet connection, such as Voice over Internet Protocol (Voice over IP or VoIP) phone service and online gaming. We cannot take responsibility for lowering high latency or ping times as they are subject to factors outside our control but we will do our best to optimize the connection to improve latency or ping times if possible.

Internet Plans

Skyrunner provides Internet plans with a data cap as well as plans with unlimited data. We monitor your data use according to your billing cycle, resetting to zero at the start of every billing cycle. Data not used during a billing cycle will not be refunded or credited to your account or rolled over to the next billing cycle. The data terms of your plan are stated on your recurring Invoice. You can monitor your data use by logging into your secure Customer Portal. Click here to go to your Secure Customer Portal. If you have not yet created a login for your Secure Customer Portal, please click on the link to the Secure Customer Portal. When you that website loads, click on the green button at the bottom of the sign in screen. When prompted, please enter the email address connected with your Skyrunner Internet account.

If you subscribe to a plan with a data threshold and use 75% of the data included with your plan, you will be sent an email notification. The email will state that, if you use more than 100% of the data included with your plan, you will be billed an overage charge at the start of your next billing cycle based on the data overage rate of your plan, which is stated on your recurring Invoice. You will be sent another email notification if you use 90% of the data included with your plan and another if you use 100%. If you use more than 100%, your Skyrunner Internet service will not be disconnected or slowed down and your plan will not be automatically upgraded. You have the option to upgrade your plan anytime you like to get more data or speed and avoid an overage charge. For Residential customers, you can check out our plans at skyrunner.net/residential. Custom plans are also available. For Business customers, please contact us to create a plan with us that’s more suited to your needs.

If you chose not to add an email address to your account, you will not receive data use email notifications. All customers can monitor their data use through their secure Customer Portal. You can access your secure Customer Portal by clicking on the link below. When you have logged into the Customer Portal, click on “Data Usage” in the menu at the top.

https://mysky.skyrunner.net

If you upgrade your plan to a plan with a higher cost, you will be charged the price difference between the two plans at the time of upgrading. If you downgrade your plan to a plan of a lower cost, we will apply a credit to your account for the price difference between the two plans at the time of downgrading.

The most common reason for residential customers to exceed the data threshold of their plan is streaming or downloading video content like TV shows or movies. This includes streaming services such as Netflix, Hulu, HBO Go, Showtime Anytime, YouTube, iTunes and Amazon etc. This also includes TV shows or movies you watch “On Demand” when your Skyrunner Internet connection is connected to your DIRECTV, Dish Network and other TV providers. There can be other reasons. Click here to view our Video Streaming Guide. Let us know if you’d like to discuss reasons for your extra data use.

Unlimited data plans cannot be shared between more than one account or two full time residences on the same property, such as a main house and a full time guest house. You must have one Internet plan with a data threshold shared between both residences or two separate Internet plans for each building. If we provide Internet service to more than one building on your property, with all buildings on the same account, we do not provide a discounted rate if you’re not using service in one or more of the buildings. Service can either be active at the active rate for all buildings or away and inactive for all buildings at the $10/month rate.

Network Maintenance, Upgrades, Problems & Outages

We are always working behind the scenes, day and night, to optimize our service by undertaking maintenance and upgrade work. However, we cannot guarantee a consistent Internet service at all times. We reserve the right to perform maintenance work in the early hours of the morning, 7 days a week. This work typically affects customers very rarely and usually causes a brief outage of up to 10 minutes. We reserve the right to undertake daytime work at a time that is best suited for the nature of the work and the resources available to us. When planned maintenance or upgrade work will disrupt your service, or if there is an unplanned network outage, you will be notified by phone call and we will provide information on the Network Outage page on our website. Click here to view our Network Outage page. On request, we are happy to provide a credit or refund after an unplanned outage prorated according to your recurring bill and the length of the outage. If an extended network problem affects the speed or reliability of your Internet service, you are welcome to temporarily downgrade your Internet plan to a plan that matches the speed we’re providing you with or keep your current Internet plan with a discount applied until the problem is resolved and the speed and reliability of your plan is restored. To make a claim for a credit, refund or discount, click here to visit our Contact Us page. We do not offer a credit or refund for planned outages caused by scheduled maintenance work.

Support

Connection problems can often be resolved with a few simple troubleshooting steps. Click here to view our Tech Support Guide. Alternatively, click here to submit a support ticket. We’re also available 24/7 for support calls on (828) 258-8562.

If you’re going to be away from your property

If you’re going to be away from your property for a minimum of 1 month, you’re welcome to benefit from our “away” rate of $10/month. Let us know the date you’ll be leaving the property and we’ll disable the connection on that date. The active rate will apply for the remainder of that billing cycle. You will be charged the away rate for subsequent billing cycles while you’re away. Let us know the date you’ll be returning to the property and we’ll enable the connection on that date. You’ll be charged the price difference between the $10/month away rate and the active rate for that billing cycle.

The away rate is $10/month regardless of the active rate. If we provide Internet service to more than one building on the property on the same account, we do not provide a discounted rate if you’re not using service in one or more of the buildings. Service can either be active at the active rate or away and inactive at the $10/month rate.

If you need a repair

Customers are never charged for the following repairs:

  • Problems caused by technician error
  • Repairs related to loss of line of sight
  • Age-related failure of the antenna, cable and/or power adapter
  • Mechanical failure of the antenna, cable and/or power adapter of no known cause

Customers who have not signed up for our Hardware Protection Plan will be charged for the following repairs:

  • Damage caused by a lightning storm
  • Damage caused by human error
  • Damage caused by domestic or wild animals
  • Loss of line of sight caused by customer
  • Equipment upgrade needed to restore service lost by loss of line of sight
  • Equipment damaged by power/electrical issues

The minimum cost of a repair described above is $75.00/hour. Replacement of an antenna starts at $100.00, depending on the antenna. This expense can be avoided if you sign up for the Hardware Protection Plan for $5.00/month. Click here to view our Hardware Protection Plan Guide. You must sign up for the Hardware Protection Plan prior to the repair and it must be kept active throughout the entire year to be valid. The Hardware Protection Plan does not cover customer neglect of the antenna, cable or power adapter. For example, if the customer has not taken reasonable steps to bury or protect the cable and it becomes damaged.

If we schedule a repair thought to be caused by a problem with the Internet service but find that the problem is with some other problem, such as human error, a computer virus, private network problem, insufficient WiFi signal or computer failure, we will charge a minimum of $75.00/hour for that visit.

If you’d like a Service Call

Skyrunner provides service calls in order to troubleshoot, resolve and improve WiFi and other networking needs or problems. We’re also happy to relocate or remount an antenna, run or re-run a cable or any other task you’d like us to carry out at your request. Service calls are $75/hour.

Billing

Your billing cycle starts on the date in the month that you started service. For example, if you started service on March 12th, your billing cycle will start on the 12th of every month and end on the 11th of the following month. You will be billed for the coming month of service. An Invoice will be emailed or mailed to you on day 1 of your billing cycle. If you set up autopay on your account, we will process payment of the whole balance on your account on day 2 of your billing cycle. If you don’t set up autopay on your account, we operate a Net 20 payment policy, so payment of the balance is due by day 20 of your billing cycle. The Invoice will become past due on day 21 of your billing cycle. If payment of an Invoice is not applied to your account by day 25 of your billing cycle, a 5% late fee with a $2 minimum will be applied to your account. If you chose to pay by check or money order, to avoid incurring a late fee, we recommend that we receive it by day 18 of your billing cycle, giving us 7 days to process it before day 25. If an Invoice and late fee remain unpaid by day 30 of your billing cycle (10 days after the due date), your Internet service will be disconnected until payment is received. If a check payment is rejected, regardless of the reason, you will be charged a $10.00 fee. We do not use contracts, so you can change your Internet plan anytime you like. If you upgrade your plan to one of a higher price, you will be charged the price difference between the two plans. If you downgrade your plan to one of a lower price, you will be credited the price difference between the two plans. If you have a data overage, the charge will be added to your bill at the start of the next billing cycle.

Click here to go to your Secure Customer Portal

If you have not yet created a login for your Secure Customer Portal, click on the link to go to the login page, then click on the green button at the bottom of the sign in screen to register for a login. When prompted, enter the email address on your Skyrunner Internet account.

Abusive Internet Use

We reserve the right to disable the service of any customer we believe is involved in spamming, distributing pornography, hosting offensive websites, distribution of copyrighted material or excessive file sharing. Service can be enabled again once the situation has been assessed and the abuse has stopped.

If you need to cancel service

We don’t use contracts. You can cancel service any time and there is no cancellation fee. If you want to cancel service because you’re moving out, please contact us before you move out.

Changes to this Service Guide

We reserve the right to change our policies and edit this Service Guide at any time. Please check back for updates.