FAQ
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Customer Service and Tech Support
How does RAZZOLINK service work?
Razzolink provides an Internet connection via a wireless antenna system. An antenna is installed on your roof, the eaves of your roof, side wall of your home and in some cases at a site adjacent to your residence. The service technician will make an initial determination and review his finding with you before proceeding with an installation. This antenna is pointed at a nearby Access Point tower, and must have clear line-of-sight (no trees, buildings, or hills blocking the path of the wireless transmission). When you send and receive information over the Internet, it goes over the wireless link from your radio/antenna to our Access Point. From there that information travels over a backhaul, which is a wireless, licensed point-to-point link to a fiber-optic connection hooked directly to the Internet. Razzolink service has very low latency (or delay) compared to satellite Internet, where signals must travel thousands of miles into space. Razzolink is well-suited for digital phone (also known as Voice Over Internet Protocol/VOIP) and other uses such as VPN’s, streaming video, or online gaming.
How is RAZZOLINK service wired to my home?
Razzolink professionally mounts an antenna either to a non-penetrating mount on your roof, or on your roof’s eaves, on the side wall of your home, or using a remote location based on our wireless signal strength. The technician does an initial signal assessment upon his arrival in order to make a determination as to where the antenna can be placed. Following the technician’s determination, he will review with you what your installation options are. These will be specific to an antenna placement. The technician will then bring an Ethernet cable into your home from the outdoor antenna by drilling a small hole or following an existing entry into the home such as a duct or prior cable, phone or satellite installation entry. If you need additional inside wiring to extend the connection into your home, you many need to hire a wiring contractor or may want to consider using a wireless router (available at computer stores or from our technician) to distribute the connection throughout your home.
How long will it take to set up service?
We can typically have service installed within several days of placing an order. Once we’ve determined that the service will work at your location, it takes about two or three hours to complete the installation.
Can I do the high-speed Internet installation myself?
Not at the present time. The technology we use is proprietary and requires one of our skilled technicians who is very familiar with our network and is trained to hone in on the antenna/modem installation to our nearest antenna site.
Internet Troubleshooting
I have no connection to the Internet
The loss of your internet connection may happen for several reasons; however, it usually means that one or more of the devices on your home network has lost connectivity, or may need to be power cycled. Check the following :
- Make sure that the power adapter ( also called Power over Ethernet Cable or Pigtail ) for the roof antenna is plugged in and working. (This AC power supply typically has a green LED on it.)
- Make sure the physical network cables are connected to the wall plug, the computer and to any other network devices. (Router, or VoIP Adapter if you have our phone service as well.)
- Make sure that all network devices are plugged in and have power.
If this does not solve the issue do the following :
- Power cycle the roof antenna or radio, by unplugging the power adapter. Wait a minimum of 90 seconds and plug the device back in. NOTE: If the power adapter is plugged into a power strip, power cycle the power adapter itself not the power strip.
- If you have a router, wireless router or other network device, then power cycle the device(s) by unplugging the power. Wait a minimum of 90 seconds and plug the device back in. NOTE: If the router or other network device is plugged into a power strip, power cycle the router/device itself, not the power strip.
- Make sure that the Internet and network settings for your computer are correct and reboot your computer. If you are connecting wirelessly with a laptop, make sure the wireless feature is turned on, and you are in range of your wireless router.
If none of the steps above work to restore your Internet connection, please contact Razzolink’s Tier 1 Technical Support department at (831) 789-8149 and press extension 4. This support is available 365 days per year, 7 days per week, 24 hours per day. We also offer Tier 2 and Tier 3 support, Monday thru Friday, from 8:00 AM to 5:00 PM. If Tier 1 Support is unable to resolve your issue, a Trouble Ticket will be escalated to our Tier 2 and Tier 3 Technical Support. You should receive a return call within 24 hours during normal business hours. When you send and receive information over the Internet, it goes over the wireless link from your radio/antenna to our Access Point. From there that information travels over a backhaul, which is a wireless, licensed point-to-point link to a fiber-optic connection hooked directly to the Internet. Razzolink service has very low latency (or delay) compared to satellite Internet, where signals must travel thousands of miles into space. Razzolink is well-suited for digital phone (also known as Voice Over Internet Protocol/VOIP) and other uses such as VPN’s, streaming video, or online gaming.
My email is not working
Check to make sure that your Internet connection is working by opening your Internet browser. If your connection is not working, see the above section. If your Internet connection is active, then you may have a problem with your email settings. If so, please contact Razzolink’s Tier 1 Technical Support department at (831) 789-8149 and press extension 4. This support is available 365 days per year, 7 days per week, and 24 hours per day. We also offer Tier 2 and Tier 3 support, Monday thru Friday, from 8:00 AM to 5:00 PM PST.
My email user name and/or password are not working.
Contact Razzolink’s Tier 1 Technical Support department at (831) 789-8149 and press extension 4. Our Tier 1 Group can assist you with your password and/or user name. This support is available 365 days per year, 7 days per week, 24 hours per day. We also offer Tier 2 and Tier 3 support, Monday thru Friday, from 8:00 AM to 5:00 PM. If Tier 1 support is unable to assist you, a trouble ticket will be immediately escalated to our Tier 2 or 3 support group. You should receive a return call within 24 hours during normal business hours, Monday through Friday, from 8:00 AM to 5:00 PM PST.
My Internet connection seems slow
The speed of your Internet connection and the speed of downloads may be affected by several factors including:
Viruses on your computer:
Viruses often slow your computer’s performances as they demand processing power and use Internet resources because they often send out massive amounts of information over your Internet connection.
Spyware on your computer:
Spyware, like viruses, often slows your computer’s performances because they demand processing power and use Internet resources. They often send out information over your Internet connection.
Network traffic:
You may experience a slower connection as Internet use from your own home increases due to downloading of large files or multiple users on your home network accessing the Internet connection. If you are attempting to transmit larger amounts of data than your respective service level’s speeds provide for, you could experience slower speeds. The process of downloading/uploading larger amount of data beyond your service level’s bandwidth capability would cause a significant increase in packet loss thereby creating a much slower internet connection speed. If this occurs, you should consider an upgrade to your current service level in order to avoid packet loss.
Be aware of file-sharing software that might allow others to access and download large amounts of data from your computer. Programs such as Morpheus, Kazaa, Limewire, Bit Torrents, for example, by default, will share your connection with others on the Internet. Consider configuring such programs to have uploads and sharing disabled.
If our above recommendations are unable to resolve your issue, please contact Razzolink’s Tier 1 Technical Support department at techsupport@razzolink.com or call (831) 789-8149 and press extension 4. This support is available 365 days per year, 7 days per week, 24 hours per day. We also offer Tier 2 and Tier 3 support, Monday thru Friday, from 8:00 AM to 5:00 PM PST.
Other
I’m moving across town. How can I find out if Razzolink’s service is available at my new location?
To determine if Razzolink service is available in your new location, check our Service Areas page or call our customer sales department at (831) 789-8149 and press extension 3. This service is available to you Monday through Friday from 8:00 AM to 5:00 PM Pacific Time.
When you send and receive information over the Internet, it goes over the wireless link from your radio/antenna to our Access Point. From there that information travels over a backhaul, which is a wireless, licensed point-to-point link to a fiber-optic connection hooked directly to the Internet. Razzolink service has very low latency (or delay) compared to satellite Internet, where signals must travel thousands of miles into space. Razzolink is well-suited for digital phone (also known as Voice Over Internet Protocol/VOIP) and other uses such as VPN’s, streaming video, or online gaming.
How does Razzolink’s wireless Internet service work?
Razzolink uses a network of powerful base stations and antenna systems to transmit data to and from a small, lightweight wireless modem that attaches to your computer and/or router using an Ethernet cable. Razzolink’s service provides high-speed, secure data transmission using (RF) radio frequency.
What data rates (speeds) can I expect from Razzolink’s wireless Internet service?
Does Razzolink have data caps (limits of bandwidth usage) for their wireless Internet service?
Razzolink does not have data caps
Will Razzolink’s wireless service interfere with my cell phone or other wireless devices?
No, Razzolink service will not interfere with your cell phone, or other wireless devices.
Service Offerings
What Internet service offerings does Razzolink provide?
Please see our business or residential plan pages for more information.
Which Razzolink service plan is right for me?
Your choice of service plans will depend on how you use email and Internet services. Please review our Residential and Business Plan which outlines their respective specifics in order to determine what service plans best suits your internet usage needs. The determination of which level of residential or business service plans should be based on the number of users and what said users, who are sharing a connection, intend to use the service for: streaming video, transmitting large files, online gaming, VOIP, etc. The more users, the more bandwidth (speed) may be required. Please see our business or residential plan pages for more information.
