Installation of Hardware
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. If it is necessary to mount an antenna in a tree at a height of more than 20 feet in order to provide you with Internet service, a minimum $250 tree climb fee will be added to the installation fee. The tree climb fee will be determined when the Field Technician is on site. It will increase if the climb is especially high or challenging. The same tree climb fee will be charged every time a Field Technician needs to access the antenna or cable in the tree.
Optional networking hardware such as routers, access points, switches, powerline 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 is consistently slower than your plan, please contact us and we will work with you to identify 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 internal 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 internal 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 server. 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.
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, 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, you will be sent an email notification if you use 75% of the data included with your plan and again if you use 90% of the data included with your plan. If you exceed the data threshold of your plan, you will be billed for any extra data use at the rate stated on your recurring Invoice. You can upgrade or downgrade your plan at any time. 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.
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.