FAQ

Service

We have separate plans for business and residential.

For residential subscribers we offer the following 30 day money-back guaranteed plans:

Further Reach Essential: 6Mbps – 10Mbps; $70 / month
Further Reach Performance: 10Mbps – 18Mbps; $100 / month
Further Reach Ultra: 18Mbps – 35Mbps; $130 / month

Each plan has two speeds representing guaranteed minimum bandwidth and typical speed. Note, the typical speed is what you can expect to get most of the time, i.e. it is the average speed over extended period of time and not short lived “Burst Speeds”.


 

For business subscribers we offer the following 30 day money-back guaranteed plans:

Further Reach Silver: 18Mbps – 35Mbps; $130 / month
Further Reach Gold: 35Mbps – 65Mbps; $200 / month

Similar to residential plans, the speeds for business plans represent minimum bandwidth and typical speed respectively. Business plans, on top of exceptional speeds, offer priority maintenance, which is important to ensure that in case of service interruption, your business is back online as soon as possible.

After submitting the Sign Up form, a representative will contact you as soon as possible to schedule a site survey. A site survey may not be required if the installer knows the location, and is certain that service delivery is viable. Following a successful survey, the installer will perform the installation. In some cases, the installation may not be performed during the same visit as the survey, and a new installation date will be coordinated. During the installation the technician will set up a wireless antenna on your roof or balcony, or a small mast on site.

For home usage we recommend any of the Essential/Performance/Ultra speed plans. The decision really boils down to how you use the Internet and how many devices you connect to the internet. For instance if you stream videos, join video conferencing calls, and/or have multiple devices connected, you might want to choose the Performance or Ultra plan. For other cases the Essential plan might be sufficient.

Yes, you can change your plan at any time, whether upgrading or downgrading. Changes are limited to once a quarter. Note that upgrades are contingent on verification that we can actually provide the requested service at your location.

With Further Reach there are no data usage limits on any service plan!

Generally speaking with Further Reach the download and upload speeds are nearly the same, i.e. nearly symmetrical service.

Further Reach combines the latest research in networking with deep operational experience in running Wireless Internet Service Providers, to provide unparalleled end-to-end experience:

  1. No data usage limits: you can watch Netflix, Hulu, YouTube, etc. non-stop.
  2. Nearly symmetrical speeds: upload and download speeds are nearly the same, enabling you to leverage the power of the web for data backups, uploading videos, photos, etc.
  3. Minimal latency: enabling a fast and smooth browsing experience, allowing you to:
    • Call using VoIP applications such as Skype, Google Hangout, as well as use VoIP telephony devices.
    • Play online games such as games running on PS4, XBox, Wii, consoles, etc;
    • Video Conference using applications such as Skype, Google Hangout, etc;
    • Connect to Virtual Private Networks (VPNs)
    • Use many websites that rely heavily on frequent live updating of information (e.g., Google Maps)
  4. Consistent and reliable high speed Internet: leveraging cutting edge technology, our network is continuously optimized to provide consistent speeds and reliable service.
  5. Excellent customer service: our online customer support system, SMS alerts and dedicated support staff to provide the best in class support; our unique embedded software approach allows proactive monitoring, identification and early resolution of network problems.

There really is no comparison — our service surpasses satellite service in many ways:

Business aspects:

  1. No lock-in contract or activation fees.
    • We do not charge equipment lease fees or require you to purchase the standard equipment up front.
  2. Money back guarantee in 30 days if you are not satisfied with the service.

Technical aspects:

  1. Unlimited data usage (no monthly caps)!
    This cannot be underestimated; satellite plans have a monthly allowance that would typically allow you only to stream a handful of full length movies.

    With our plans you can do so much more than Satellite including:

    • Watch unlimited full length movies in HD.
    • Download or view streaming media content such as online videos (e.g. YouTube), music (e.g. Pandora, Spotify), and Internet radio.
    • Use peer-to-peer applications such as BitTorrent.
    • Downloading or viewing streaming media content such as; online videos (e.g. YouTube), music (e.g. Pandora, Spotify), Internet radio.
    • Download many large applications or files.
    • Upload many home movies, photos, and/or large email attachments.
    • Upload documents to an online backup service.
    • Use web/surveillance cameras for extended periods.
  2. Minimal latency, enabling a faster and smoother browsing experience, allowing you to:
    • Call using VoIP applications such as Skype, Google Hangout, etc.
    • Play any Online Games such as games running on PS3, XBox360, Wii, etc.
    • Video Conference using applications such as Skype, Google Hangout, etc.
    • Connect to Virtual Private Networks (VPNs)
    • Use many websites that rely heavily on frequent on-page update of information e.g. Google Maps
  3. Speeds: our speeds are significantly higher than satellite speeds.
  4. Top of the line wireless access points.
  5. We do not suffer from “rain-fade”, fog or cloud coverage: our service is resilient to weather.
  6. We do not require a clear view of the southern sky.
  7. No restrictions on protocols or application types.

For more technical details on latency and measuring broadband see the FCC report on measuring broadband and FCC Technical Appendix.

For more information on video streaming data usage see for example Netflix’s figures.

Yes, we have local technicians serving each community and available for timely installation and support. See our website for more information.

All of our staff is local to California. The network administrators are based in Berkeley; the technicians are local to each community.

On request each subscriber will receive a Further Reach branded Gmail account.

As a guideline we aim to help out organizations that have a positive impact on the community. On case by case basis, we offer to qualified non-profits discounted plans. To be considered for such plans the minimum requirement is a 501(c)3 active organization with officially registered address at the location where service is requested.

Fill out the form on Further Reach’s sign-up page.

Billing

A standard installation cost is $150 for up to three hours of installation time. Extra equipment or special installation incur additional costs billed based on time and material. Note, this is the cost for both business and residential plans.

No! We provide the standard equipment during the installation for which we do not collect a security deposit. Should you decide to terminate the service, you are required to return the equipment to us within 30 days or a late fee will be charged to your account.

No, Further Reach has only month-to-month contracts! You are free to disconnect at any point in time, no questions asked, no early termination fees!

At Further Reach, customer satisfaction is of our utmost priority. During the first 30 day post first installation, if you are unsatisfied for any reason with the service provided and wish to disconnect, we will refund your money, no questions asked! This includes the standard installation cost and the first month’s plan cost.

No. If you are a business, you have to choose from one of the business plans.

Yes! If you wish to put your account on hold you are free to do so once every 6 months. The account maintenance cost while on hold is $20/month. You can resume your service at any time, at which point your original monthly plan will be restored.

No, for the standard installation, the equipment is loaned to you at zero cost for the duration of the service. Note that our customer agreement requires you to return the equipment if you terminate the service.

We accept payments using prepaid, debit or credit cards from all major brands (Visa, MasterCard, American Express, JCB, Discover, and Diners Club)

Yes, we highly recommend you enable recurring payments to avoid the hassle of performing an individual transaction each month and potential late fees. You can set up auto payments on the customer portal.

We have taken many strides to build a secure billing system that would minimize the risk of compromising your credit card information. To that end we leverage a 3rd-party called Stripe that specializes in handling credit card transactions. We do not keep your financial information and when you enter it to make a payment it is actually entered directly to Stripe's user interface and handled with utmost care.

For those who are not familiar, Stripe is a very well funded company in the Silicon Valley backed by well known VCs and working with the largest companies out there including Apple, Twitter, and Alibaba. More importantly they have been audited by a PCI-certified auditor, and have been certified as a PCI Level 1 Service Provider, the most stringent level of certification available. PCI, for those not familiar, is the data security standard that the payment card industry relies on.

You may terminate the service using our website at any time. Subscribers who cancel the service are required to return all Further Reach’s equipment within 30 days.

De Novo Group is indeed a non-profit and therefore we provide our service at cost, no more no less. Your subscription fees directly pay our operating costs, specifically: bandwidth, network equipment, infrastructure maintenance, customer support, system administration, and network security.

Wireless

Please sign up on our homepage and fill in your information. Once you sign up for a plan, we will schedule an installation during which we will survey your house’s specific location to validate we can provide the desired service. Note, in the absence of line of sight to our relay sites we will unfortunately not be able to provide service.

Depends on the type of antenna we use; one is the size of a shoe and the other is a small dish similar in size to a DirectTV dish.

Further Reach comes with its own wireless access point to ensure the most reliable service, so you do not need to use your existing router. That said, should you wish to continue using it we are fine with that as well.

The directional point-to-point antennas we use to connect you to the Internet are less than 1/1000th the radiation safety standards set by the FCC, and since they are directional, they have less impact on you than using a cell phone, or from radiation emanating from satellite dishes (e.g. Exede) that typically use higher power levels than our antennas in order to cover the long distances. See the FCC website for more information.

Troubleshooting

First, check to see if the problem is specific to one device or happens for all devices. If you are able to connect from another device then the problem is not with the Internet connection. Second, restart your indoors WiFi router and see if that solves the problem. If the problem persists then please send an email to our customer support. If you do not have any Internet connection and you have not already received an alert about network maintenance from us, please call us at (707) 278-8899.

Most probably we have already identified the problem and are working to resolve it. We provide email, recorded phone messages and SMS alerts upon identifying an issue with your service. In the event you did not hear from us, please send an email to our customer support to ensure a speedy resolution (assuming you can still access the Internet) or call us if you have no Internet connection at all.

Further Reach relies on backup batteries for its relay locations that can last up to a few days to provide continual service even during blackouts. Therefore your service would be uninterrupted if you chose the optional battery backup during installation. Naturally, your computing devices would also need to be battery powered. You may also power our gear at your location from a central UPS system to ensure independence from the power grid.