FAQ

Service

Plans and pricing vary by location.

All service plans are broadband and sufficient for HD-streaming and browsing.

Service is available starting at $50 a month in some dense areas and $70 everywhere else. Our highest plan capacity plan is 1Gbps and is currently in beta testing.

Please reach out to support to learn about what plans are available at your location.


Contact Support

Email support@furtherreach.net
Call or Text +1 707-278-8899
Schedule a Callback calendly.com/furtherreach/support

Our live, local support team is available by email, phone or text during regular business hours. You can also schedule a callback (see below).

We monitor email, text and voicemails after hours 24/7/365.

Support for your Internet Connection is included in your monthly fee. We monitor our network 24/7/365. Most repairs are at no charge, however, there is a repair fee in cases of damage caused by the customer (negligence or otherwise) or for the cost of a tree climber if one is needed.

We also offer Deep Support to assist you with anything beyond your Internet Connection, from expanding your WIFI coverage to adding VPNs or Static IPs, Surveillance Cameras, or just helping with a device. This service is offered for an additional fee that will be estimated at the time of your request.


Contact Support

Email support@furtherreach.net
Call or Text +1 707-278-8899
Schedule a Callback calendly.com/furtherreach/support

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 our team is familiar with 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 at your location.


Contact support if you need assistance with this process.

Email support@furtherreach.net
Call or Text +1 707-278-8899
Schedule a Callback calendly.com/furtherreach/support

There are no caps or usage limits on any plans. Further Reach does not believe in data caps or usage limits.

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

BETTER INTERNET

  • Low Latency. You can expect latency to be both low and steady which is the foundation of a good connection, especially important for Zoom and VOIP.
  • Near Symmetrical. Download and upload capacities are both important - we do not trade one for the other.
  • Managed WIFI. Our installations include a high-end WIFI Router that we manage for you so that you do not have to figure out complicated network settings.
  • Privacy and Security. Our network is designed from its foundation to ensure your Internet connection is private and highly secure.
  • Innovation. Our unique network design and deployment are based on novel UC Berkeley Ph.D research.

LIVE LOCAL SUPPORT

  • Call, Text, or Email. Reach us in whatever method is most convenient support@furtherreach.net 707-278-8899.
  • Local. Our support and field teams live and work on the coast and are part of the communities we serve.
  • Deep Support. While most providers’ support ends at your front door, we provide support for your whole network.
    We are experts at designing, installing, and supporting your needs ranging from small apartments to campus-wide WIFI networks.
    We can assist with VPNs, Static IPs, Surveillance, Backup Power, and many other IT projects.

RELIABILITY

Our network is designed (at great expense) with redundancy and hardening to make your connection more reliable than any other available provider.

  • Self Healing Mesh Network. Each network relay has multiple pathways. If one goes down, there are other pathways to keep your connection alive.
  • Power Redundancy. We have state-of-the-art LifePO4 backup power infrastructure at all core relay sites that will power our network in the event of a PGE outage or PSPS. We have generators, fuel, staff, and procedures that will allow us to power the core network for many days without utility power.
  • Multiple Fiber Uplinks and Providers. We do not rely on one upstream provider. We have multiple redundant fiber links from multiple providers - if one goes down we shift traffic to the others.

SOCIAL MISSION

  • Access For All. We believe that connectivity is a right, not a privilege - we are committed to providing service to everyone in our service area, not just those areas that are commercially attractive. No Cherry Picking.
  • Financial Aid. We provide discounted service to those that are financially disadvantaged and free service to scores of local nonprofits and community service organizations. We provide free hotspots in many downtown locations.
  • Redwood Towers. To protect the natural beauty of the coast, we have pioneered the use of redwoods/firs as an alternative to erecting communication towers.
  • Low Power & EMF. Our gear is highly directional and low power which means, unlike cell towers, signals from our equipment are virtually undetectable.
  • Net Neutrality. We provide pure, unadulterated, and unfiltered Internet. No back-office deals or throttling traffic.
  • 100% Open Source. We are acting locally and thinking globally - we develop novel software to run our operation and donate it to the open-source community to use for free. We aim to help advance broadband access worldwide.

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.
    • 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 such as software upgrades, games, etc.
    • Upload many home movies, photos, and/or large email attachments.
    • Backup to the cloud.
    • 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 Zoom, WIFI Calling, Skype, Google Hangout, etc.
    • Play any Online Games on gaming consoles or PCs
    • Video Conference using applications such as Zoom, 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. Capacity. Our capacity (ie plan speeds Mbps) is significantly higher than satellite speeds.

  4. Included High-End Router. A top of the line wireless router is included in your monthly fee.

  5. No Rain Fade. 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 sky.

  7. No restrictions on networking 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 are locally owned and operated with headquarters in Manchester, California on the Mendocino Coast.

Our Customer Success Team are all local and located on the Mendocino Coast.

Yes. We provide free service to scores of local non-profits and community service organizations. As a guideline we aim to help out organizations that have a positive impact on the community. On a 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 Check Availability form on Further Reach website.


Billing

A standard installation cost is $200 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, 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 by emailing support - please indicate the day you wish service to be terminated. Subscribers who cancel the service are required to return all Further Reach’s equipment within 30 days.


Contact Support to schedule termination of your service.

Email support@furtherreach.net
Call or Text +1 707-278-8899
Schedule a Callback calendly.com/furtherreach/support

Further Reach plans are a best-effort service. We will do our best to ensure that the service operates at the stated speeds. However, our service uptime is not guaranteed and we do not provide credit for downtime.


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 likely with the Internet connection. If the problem happens for all devices, if possible, check your email as we might have already sent a note about the issue.


Contact support if you need assistance.

Email support@furtherreach.net
Call or Text +1 707-278-8899
Schedule a Callback calendly.com/furtherreach/support

85% of our network has Backup Power Infrastructure that is designed to provide at least 48 hours of backup power in the event of a grid failure. Our core network has Backup Power Infrastructure that is designed to provide a few weeks of backup power in the event of a grid failure.

In the event of a power failure, if your Relay has backup power, you also need to power to your in-home Further Reach gear.

If you have your own generator or backup power, please make sure that your Further Reach gear is connected to it - it typically uses less than 10 Watts.

If you do not have backup power in your home, you can purchase a small backup device just for your Further Reach gear. The following FAQ provides you with a few options. https://link.furtherreach.net/ups

Contact Support with questions

Email support@furtherreach.net
Call or Text +1 707-278-8899
Schedule a Callback calendly.com/furtherreach/support