Frequently Asked Questions

WI-FI and High-Speed On Demand Services

Customer Equipment Needs

Q: For your WI-FI services, can I connect with a WI-FI enabled PC, an Apple Macintosh, or both?

A: You can connect with an 802.11b/g enabled PC or Apple Macintosh. You can also connect with WI-FI enabled PDAs (personal digital assistants).

Q: For your High-Speed On DemandSM services, what type of equipment do I need?

A: Customers wanting to benefit from our High-Speed On DemandSM residential and SOHO (small office, home office) service need the following equipment: 1) a computer with an available USB port, 2) an In Tune Wireless outdoor transceiver.

Q: How do I get an In Tune Wireless transceiver for the High-Speed On DemandSM Internet service?

A: Please contact the company’s sales office by calling 1-800-975-7801. Orders are taken over the phone by sales team members. Professional installations are then scheduled at convenient times for each and every customer.

Q: How much does an In Tune Wireless transceiver and its installation cost?

A: We bundle the cost of the transceiver and installation together. The cost is $210.00, and includes the transceiver, mounting hardware, necessary cabling, and labor.

Signing Up for Service

Q: How do I sign-up for WI-FI services?

A: First, the network name (SSID) you must connect to will include the words: IN TUNE. In some communities the SSID will appear as follows: (Community name) Wireless and IN TUNE. When you’ve connected to our network at a hotspot or within a hotzone service area, you sign up through a secure network access portal – which is supported 24x7, 365 days-a-year. This is where you pick your access plan and enter your account profile information. Please note: You will also have to agree to the company’s Acceptable Use Policy.

Q: How do I sign-up for High-Speed On DemandSM services?

A: The first step is to call, or email, a member of the company’s sales team. They can be reached toll free at 1-800-975-7801, or at sales@intunewireless.com. High-Speed On DemandSM service requires that you have a computer with an available USB port and an In Tune Wireless outdoor transceiver. After we have installed your outdoor transceiver, connected it to our signal, and trained you on how to easily use our network, you will sign up through our secure network access portal. From the portal, you will be able to enter your account profile information and pick your access plan. Please note: You will also have to agree to the company’s Acceptable Use Policy.

Q: What are the steps I need to take to get connected to the WI-FI network and an access portal?

A: First, the network name (SSID) you must connect to will include the words: IN TUNE. In some communities the SSID will appear as follows: (Community name) Wireless and IN TUNE. After you have located the signal, your computer or PDA will likely indicate the network is “unsecured” or “open.” This is so you can easily get connected to the portal without needing to know any special authentication settings. However, rest assured, when you do reach the portal and get online through our network your connection will be quite secure. The next step after connecting your computer or PDA to the IN TUNE network is to open your device’s Internet browser. When you try to go to a website like www.cnn.com for example, you will be redirected to our secure network access portal. From the portal you can check out service plans, make your selection, set-up and update your account profile, and of course get online. Please note: We are currently standardized on 802.11b/g for all customer WI-FI connections. Of course if you have any questions at any time contact us via the toll free number listed on our portals, or call us toll free at 1-800-975-7801. (Reference the section on Computer Settings for more information.)

Computer Settings

Q: What computer settings do I need to be most concerned about for WI-FI service?

A: The most important settings have to do with your computer’s network connection settings and your computer’s TCP/IP settings. For our WI-FI services, you need to make sure you have an 802.11b/g equipped computer and your wireless network connection is enabled. Your Internet protocol, or TCP/IP, profile should be set to obtain an IP address automatically via a DHCP server. The profile should also be set to obtain DNS servers automatically.

Q: What computer settings do I need to be most concerned about for High-Speed On DemandSM service?

A: The most important settings have to do with your computer’s network connection settings and your computer’s TCP/IP settings. Our High-Speed On Demand service requires that if your computer has an internal wireless network card and connection they must be disabled to avoid any conflicts with the In Tune Wireless Internet transceiver, which will be used instead. Your Internet protocol, or TCP/IP, profile should be set to obtain and IP address automatically via a DHCP server. The profile should also be set to obtain DNS servers automatically.

Service Plans and Paying for Service

Q: Can you please explain service plans that offer “continuous” minutes of access?

A: All service plans that offer continuous minutes of access can be explained best by the following example: If you buy a 60 continuous minutes plan at noon, your network access rights will expire exactly 60 minutes later at 1 p.m. Even if you only used the service for 20 minutes during that time period, all access rights will cease at 1 p.m.

Q: Can you please explain service plans that offer “non-continuous” minutes of access?

A: All service plans that offer non-continuous minutes of access can be explained best by the following example: If you buy a plan, or a prepaid card, that offers 60 non-continuous minutes of network access, you can use those minutes in one-minute increments anytime, over the span of maybe a week, a month, a year, etc. You might use 30 minutes one night between 7 p.m. and 8 p.m. Then, you might use 30 minutes some morning between 5 a.m. and 6 a.m. These plans offer the most freedom.

Q: Do I get a monthly bill for services?

A: For In Tune Wireless WI-FI and High-Speed On DemandSM services we’re completely “pay-as-you-go.” Pay only for what you need, when you need it.

Q: How do I purchase 60-Minute Anytime Prepaid Cards?

A: Our 60-Minute Anytime Prepaid Cards can be purchased two different ways; one is by calling our sales team toll free at 1-800-975-7801; and two is online through our secure network access portals. Our sales team sells tangible, plastic prepaid cards. Virtual cards are sold through our secure network access portals.

Q: How do I pay for the services?

A: Payments are taken one of two ways for either our WI-FI services, or our High-Speed On DemandSM services. First, you can always pay securely online via credit card through our network access portals. Second, you can purchase a tangible, plastic prepaid card from us using cash, check or credit card.

Free Service Sundays

Q: What exactly is Free Service Sundays all about?

A: Free Service Sundays is pretty simple.  Every Sunday of every week, between the hours of 9:00 a.m. and 9:00 p.m. EST, we offer IN TUNE 12 Hour service plans to everyone that is able to connect to our network for FREE. Yes, it’s true! No one needs to pay a single dime for access if they choose one of our exclusive Free Service Sundays 12 Hour service plans between those hours. It’s our way of saying thanks to our customers and opening up the power of the Internet to everyone.

Bandwidth

Q: What is the minimum bandwidth available to a WI-FI or High-Speed On DemandSM customer at any time?

A: Quality-of-service levels set in our system at this time provide each customer with a minimum of 256 Kbps of bandwidth for downloads and 256 Kbps for uploads. Bandwidth will peak up to 1Mbps. On average, bandwidth available for downloads is 512 Kbps.

Free Email Account

Q: I understand that every registered High-Speed On DemandSM customer can get a free intunewireless.com pop 3 email account. What do I need to do to get mine?

A: Each registered customer is able to get a free pop 3 Email account. Typically this is done at the time the service order is taken. However, it can also be accomplished by calling sales at 1-800-975-7801. You will be given, and asked to complete, a one-page Email account request form to secure your email address. Typically your account is ready to use within 24 hours.

VPN Support

Q: Does your WI-FI and High-Speed On DemandSM services support VPNs?

A: Yes. Our services do support VPNs.

VoIP Services

Q: Does your WI-FI and High-Speed On DemandSM services support VoIP services such as Vonage Softphone and Skype?

A: Yes. Our services do support VoIP.

Anti-Virus Software

Q: What anti-virus software do you recommend for my computer?

A: We advise residential and SOHO customers to get FREE anti-virus software from Alwil Software. Their product, avast! antivirus software, is available to download at http://www.avast.com/eng/programs.html. Be sure to select the home user version.

WI-FI Network Roaming Partners

Q: Does your network support customer accounts from any other WI-FI providers?

A: Yes. Our WI-FI network roaming partners at this time include Boingo Wireless, GoRemote, IPASS and Syniverse Technologies.