FREQUENTLY ASKED QUESTIONS

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.

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.

How-To

We cannot make a formal recommendation for surveillance equipment, but we have ourselves selected the following gear and use it at a number locations on the Further Reach network.

There are many considerations and we know little about your requirements so please check the details to ensure it works for your needs.

It is not a perfect system so please do not consider this a recommendation.

FURTHER REACH SURVEILLANCE GEAR

  • Ubiquiti security offering: https://unifi-video.ui.com/
    • The Cloud Key ($199) is a network recorder and runs Unifi Protect surveillance software. It is upgradeable to handle up to about 5-6 cameras. It comes with a 1 TB of storage but is upgradeable.
      https://amzn.to/2MXAkm2
    • The G3 Flex ($79) is a remarkably good and inexpensive indoor camera.
      https://amzn.to/33JjXAA
    • The G3 Camera ($132) is a great camera that can be used indoors or outdoors.
      https://amzn.to/2OdVtZM
  • The whole system is powered by Power Over Ethernet. The cameras require 24v PoE and the Cloud Key 48v.
    • A simple approach is to buy a cheap 48v PoE injector for the cloud key ( $15 https://amzn.to/35O0ss8) and a small PoE switch for the cameras ( $50 https://amzn.to/2Bl00Um ).
    • You will need to run ethernet cables from the cameras to the switch. Its not that hard to do but might be more than you want to take on. Any electrician can do this work for you (as can we).
  • The mobile version of Unifi Protect software is fairly good. The browser version is just OK. You will be able to connect remotely via a Ubiquiti login. One downside is Ubiquiti support is terribly lacking.

Good luck!

If you encounter any problems with your Further Reach service such as webpages not loading or devices not connecting to wifi, the first thing to do is make sure that our on-site equipment is powered on.

Please consult the following diagram to do so. You may wish to print this out to have offline.

How to obtain a static/dedicated/publicly routable IP for gaming, business, and industrial applications?

https://link.furtherreach.net/staticip

⛔ *** DISCLAIMER *** : READ BELOW: CAUTION

It is a best practice to employ an Internet firewall that blocks inbound Internet traffic – that is, traffic initiated from outside your home or office network to your home network. Firewalls block this inbound traffic but allow outbound traffic like when you browse the Internet, stream, send/receive emails.

Hence, Services such gaming, business or industrial application that require a static or dedicated IP often do so because those “SERVICES” initiate traffic from a location on the Internet to the devices on your home network. Allowing inbound Internet traffic originating from the public Internet is inherently dangerous because it could enable attacking devices on your home network.

⛔ BY FOLLOWING THESE INSTRUCTIONS, YOU AGREE THAT TO THE FULLEST EXTENT PERMITTED BY LAW, FURTHER REACH DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE REGARDING THESE INSTRUCTIONS. YOU ACKNOWLEDGE THE INHERENT THE RISKS OF BYPASSING THE FURTHER REACH FIREWALL AND RELEASE FURTHER REACH OF ANY AN ALL DAMAGES OR LIABILITY ASSOCIATED WITH YOUR DOING SO.

BACKGROUND

The Further Reach network is designed with security in mind – inbound Internet traffic is not allowed to reach subscribers. This is an industry best practice and was carefully implemented to protect subscribers from external threats.

However, some services require static IPs and your ability to receive inbound traffic. Examples may include some gaming (xbox, ps4, etc), and some antiquated industrial applications.

For these cases, a static/dedicated IP can be obtained and used over the Further Reach network via third party VPN providers. While we cannot directly support your use of a VPN, the VPN providers offer support for their product.

Should you wish to proceed, this FAQ will help you get started.

WHAT YOU NEED

  • An account with a VPN provider that includes a static IP. Many services would work. This FAQ was written using https://www.purevpn.com/ with both the Port Forwarding and Dedicated IP add-ons. It costs a few dollars a month.
  • If you want more than one device accessible via the static IP you will need to get a VPN router. This FAQ was written using the TP-Link VPN Router(TL-R605). There is a high performance model but few would see benefit from this. It costs about $65.

STEPS

  1. Purchase Purevpn with both Port Forwarding and Dedicated IP.
  2. Purchase the TP-Link VPN Router ($60 in Sep 2020 – see above for the link).

    smile.amazon.com

    https://smile.amazon.com/SafeStream-TL-R600VPN-Broadband-throughput-Concurrent/dp/B007B60SCG/ref=sr_1_3?crid=W9K8JX8KGKV7&keywords=tp+link+vpn+router&qid=1579846474&sprefix=tplink+vpn%2Caps%2C195&sr=8-3

     

  3. Connect your TP-Link Router to your Further Reach Router / Access Point
  4. Connect a computer to your TP-Link Router.
  5. Configure your TP-Link Router to connect to PureVPN

    support.purevpn.com

    https://support.purevpn.com/pptp-setup-for-tp-link-r6000-vpn-router

     

    for the R600 series

  6. (Optional) Configure Port Forwarding on your TP-Link Router if you need to allow incoming traffic.
    • Determine what ports you need open to the internet based on the application (e.g. Xbox, PS4) and whether for UDP or TCP.
    • Playstation 4 see this link
    • For XBOX one see this link
    • Configure Port Forwarding – NEW Interface

      • Configure Port Forwarding – Old Interface – Click Here
  7. All Done!
    • Your Static / Dedicated Public IP address is your PureVPN IP address
    • Traffic to that IP address will be forwarded to the ports and devices configured on your TP-Link Router

RESOURCES

Microsoft NAT Error Solution Guide

Port Forward Site

VERSIONS

initial version – tamir scheinok – 2020-02-07 TP Link Version


In consideration of the COVID-19 pandemic, we take the following precautions:

  • All of our staff members and technicians are fully vaccinated against Covid19.
  • If no one in your home is high-risk, then our installer can come inside to complete your installation.
  • When inside your home he will of course, be wearing a mask.
  • Finally, if leading up to your install date someone in your house is sick at all, please let us know as we will want to reschedule.

In addition, all our site work is contingent on it being able to be conducted safely. At our discretion at that time if we determine that conditions are not safe, we may choose to cancel the visit in favor of returning under safer conditions or with better equipment.

1. Open Your Portal Link.

You will have received an email like the following.

Dear Subscriber,

Ahead of your upcoming installation date, please review and approve the
order form at the following link. If you have any questions, please
contact us at support@furtherreach.net.

https://portal.furtherreach.net/473_EXAMPLE_LINK_8493dsd217

Thank you for choosing Further Reach.

Click the link in your email not the one above.

2. Click Review Order Form

3. Read and Accept the Order Form

  • Scroll Down and Click the Check Box
  • Type Your Name
  • Click Accept

HIGHLIGHTS

  • You are now able to generate a new link yourself without the need to ask Support.
  • You still access the billing portal (aka Subscriber Tools) via unique links sent to your email.
  • You are now able to edit information about your account.
  • If you have more than one account, you can access them all in one place.

PORTAL LINK

You can access your Portal via the link that was emailed to you. Each Portal Link is unique to you and provides anyone with that link access to your account. Do not share it with untrusted parties.

Resetting the portal link
  • If a portal link is invalid, you will be redirected to https://furtherreach.net/tools.
  • Your portal link can be invalid in two cases
    • If your link is more than a year old.
    • If your link entered is incorrect.
  • Here you can reset your portal link by entering your email address and clicking submit.
  • After clicking submit, your will receive a portal link in your email.
  • The new portal link will be valid for a year.

Below video demonstrates the process of resetting the portal link

UPDATING ACCOUNT INFORMATION

You are now able to update information about your account including:

  • Account Name(Business Name)
  • Mobile Phone
  • Landline Phone
  • Your Email Address
  • Secondary Email Address

You cannot change your Name or Address. If you are moving you need to signup for a new account. If you would like transfer the existing account to someone else, you can email support@furtherreach.net.

Below video demonstrates the process of updating the fields in the Account Information panel

Changing Email and verifying the unverified email

You can also edit the owner email(primary email) and the secondary email by clicking on the edit button next to the field, under the account information panel.

Clicking the edit button, will open a window where you can enter the new email address and click submit. Once the new email address is verified the respective email (i.e primary or the secondary email) will be updated. If the new email is not verified the email will not be changed.

Below is the two types of verification process which the subscriber can go through to verify their email.

  1. First is by clicking on the verification link that is sent, to the new email address.
    Below video demonstrates the process of verifying the new email by clicking on the verification link.

  2. Second is by entering the verification code, sent to new email address, in the verification page that pops up after clicking on submit in the email update modal dialog.
    Below Video demonstrates the process of verifying the new email by entering the verification code

MULTIPLE ACCOUNTS

If you have multiple accounts, when you access your portal you will be able to switch between all of your accounts in one place.

Below is a picture of the account picker.

Each card represents an account. The card shows the status of each and if there are any Actions Required includes any pending actions like overdue bill, an order form or event invitation.

Switching between accounts

The subscribers can switch between accounts by clicking on the desired account card or clicking on the select button.

The account card that is selected is more opaque(as compared to other account card) and also has a green border.

Below video demonstrates the process of switching between accounts

HIGHLIGHTS

  • You are now able to generate a new link yourself without the need to ask Support.
  • You still access the billing portal (aka Subscriber Tools) via unique links sent to your email.
  • You are now able to edit information about your account.
  • If you have more than one account, you can access them all in one place.

PORTAL LINK

You can access your Portal via the link that was emailed to you. Each Portal Link is unique to you and provides anyone with that link access to your account. Do not share it with untrusted parties.

Resetting the portal link

  • If a portal link is invalid, you will be redirected to https://furtherreach.net/ tools.
  • Your portal link can be invalid in two cases
    • If your link is more than a year old.
    • If your link entered is incorrect.
  • Here you can reset your portal link by entering your email address and clicking submit.
  • After clicking submit, your will receive a portal link in your email.
  • The new portal link will be valid for a year.

Below video demonstrates the process of resetting the portal link

UPDATING ACCOUNT INFORMATION

You are now able to update information about your account including:

  • Account Name(Business Name)
  • Mobile Phone
  • Landline Phone
  • Your Email Address
  • Secondary Email Address

You cannot change your Name or Address. If you are moving you need to signup for a new account. If you would like transfer the existing account to someone else, you can email support@furtherreach.net.

Below video demonstrates the process of updating the fields in the Account Information panel

Changing Email and verifying the unverified email

You can also edit the owner email(primary email) and the secondary email by clicking on the edit button next to the field, under the account information panel.

Clicking the edit button, will open a window where you can enter the new email address and click submit. Once the new email address is verified the respective email (i.e primary or the secondary email) will be updated. If the new email is not verified the email will not be changed.

Below is the two types of verification process which the subscriber can go through to verify their email.

  • First is by clicking on the verification link that is sent, to the new email address.
    Below video demonstrates the process of verifying the new email by clicking on the verification link.

  • Second is by entering the verification code, sent to new email address, in the verification page that pops up after clicking on submit in the email update modal dialog.Below Video demonstrates the process of verifying the new email by entering the verification code

MULTIPLE ACCOUNTS

If you have multiple accounts, when you access your portal you will be able to switch between all of your accounts in one place.

Below is a picture of the account picker.

Each card represents an account. The card shows the status of each and if there are any Actions Required includes any pending actions like overdue bill, an order form or event invitation.

Switching between accounts

The subscribers can switch between accounts by clicking on the desired account card or clicking on the select button.

The account card that is selected is more opaque(as compared to other account card) and also has a green border.

Below video demonstrates the process of switching between accounts

ENABLING AUTOPAY

1. Access Your Billing Portal

A link will have been sent in the email you received from Further Reach. If you do not have a recent link, you can get a new one sent to your email by clicking this link: https://furtherreach.net/subscriberTools.html

If the billing portal will not load, please see the bottom of this page for additional instructions.

For more information on your billing portal, please see this page: https://www.notion.so/furtherreach/Subscriber-Portal-Your-Online-Account-363e7dc308ee47bd91afa7b4c6ec4793

2. Enable Autopay On Your Billing Portal

3. Input Your Card Information

4. Confirm Autopay By Clicking OK

Future charges to the account will be made using this payment method.

UPDATING THE CARD ON FILE

1. Disable Autopay

2. With Autopay disabled, re-enable it as above, and input new card information

WHAT TO DO IF THE BILLING PORTAL WON’T LOAD

If your billing portal will not load, please try the following steps:

  • Sometimes email programs will not render a link as active for security reasons.  If the link we sent is not clickable, you should be able to highlight, copy, and paste it into the address (not search) bar of your browser.
  • If you can activate the link but the billing portal doesn’t load, that is usually a problem with the browser you are trying to use.  Please make sure your browser is up-to-date with javascript enabled.
  • We would recommend using a modern browser such as Chrome, Firefox, or Microsoft Edge (Internet Explorer is no longer being updated).
  • What you could also try using a different device, even a tablet or phone, which often have up-to-date browsers.

Versions

initial version – team 2021-05-27

Email Support

support@furtherreach.net

  • Our whole team monitors incoming tickets so they do not wait on one person
  • When we receive emails from you, our system attaches critical performance data so that we can quickly identify and fix issues
  • Email us about anything – support, billing, wifi, change of plan, etc
  • Please include your service address in your request

+1 707-278-8899 – voice or SMS

  • You can call or send texts this phone number. You are most likely to reach us live weekday mornings to mid afternoon.
  • If you miss us and you have access to email, please consider emailing rather than leaving a voice message.

Schedule a Time to Speak

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.

 

    1. 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

 

    1. Capacity. Our capacity (ie plan speeds Mbps) is significantly higher than satellite speeds.

 

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

 

    1. No Rain Fade. We do not suffer from “rain-fade”, fog or cloud coverage: our service is resilient to weather.

 

    1. We do not require a clear view of the sky.

 

  1. 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.
connectlocal

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.

✅ This FAQ aims to inform you about power backups for your Internet connection. There are many options for batteries and generators. We would be happy to share more ideas. The two items below are one of many available options.

DOES YOUR RELAY HAVE BACKUP POWER

Further Reach’s core infrastructure has carefully designed power management systems that include batteries, specialized chargers and management systems, and fixed and portable generators. Our systems are designed to maintain our core network without grid power indefinitely.

However, not everyone is connected directly to our core network. Some are connected on branches that do not have power backups. Please email support@furtherreach.net to find out if your relay has backup power.

POWER FOR YOUR NETWORK GEAR

If your relay has backup power, you might consider getting backup power for your Further Reach network gear. Consider a battery based system for shorter outages. You can add a generator to power more gear for longer.

HOW MUCH POWER DO YOU NEED?

Most homes use less than 15 watts for the roof/treetop radio and Further Reach WIFI Router. A laptop could add 60 watts or more. If you need help with your specific situation email us at support@furtherreach.net. We are glad to help.

BATTERY FOR SHORTER OUTAGE

APC UPS BR1500MS2 – $225

  • Estimated Capacity 132 Watt Hours
  • Should power 15 Watts for 8 hours, 30 Watts for 4 hours, 60 Watts for 2 hours.
  • Surge protection for power spikes.

ADD A GENERATOR FOR LONGER OUTAGES, HIGHER LOAD

WEN 56125i – $295

  • Consider Ethanol Free Gas or Fuel Stabilizer. Do not leave fuel in the generator. Run it dry each time used.
  • Always use large gauge, high quality extension cords with a generator
  • Place far away from flammables and vegetation.

Voice Over IP – VOIP

WHAT IS VOIP

Voice Over Internet Protocol allows you to make and receive regular phone calls over your Internet connection. This is not to be confused with WIFI calling – which is making mobile (eg Verizon, AT&T) calls over your Internet connection.

VOIP RELIABILITY

VOIP is inherently less reliable than the 150 year old Plain Old Telephone Service. If you have mission critical needs, we discourage you from canceling your landline.
Further, we recommend that you should not cancel your landline until you have tested VOIP for a month or so and confirmed that it is working well for your needs.

BEFORE YOU BUY

The great majority of customer connections are good enough to support VOIP. A small number have too much “Jitter” which is just fluctuations. Before you purchase a VOIP phone or software, please contact us so we can check to see if your connection is good enough to support VOIP.

VOIP typically has low bandwidth requirements – about 400 kbps for each concurrent call. Our least expensive plan is more than sufficient.

RECOMMENDATIONS

⛔ Further Reach can not formally recommend specific VOIP phones or software. More to the point, we cannot provide support for VOIP solutions you install.

However, we feel comfortable sharing that many subscribers use Ooma Telo successfully,
Here is the link. https://www.ooma.com/home-phone/ooma-telo/

It is important to distinguish that this is not the “Air” version which we strongly discourage you using.

HOW TO CONNECT

To connect an OOMA you should plug in an ethernet cable to the OOMA port labeled “TO INTERNET” and ports 2, 3, or 4 of the your Further Reach Router. You can plug your phone into the “PHONE” port. Do not use the “HOME NETWORK” port.

⛔ It is strongly advised that you locate any cordless phones far away from your Further Reach Router.

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

This article is about common issues with your in-home Wi-Fi, upgrade options, and best practices.

Wi-Fi is NOT Internet

  • Further Reach Internet Service brings Internet connectivity to your home.
  • Wi-Fi is a common wireless technology that you can use to distribute Internet connectivity throughout your home/property. Wi-Fi is not technically supported by us, but we will do our best to assist you – we strongly encourage you to take us up on this offer.

Further Reach Includes a Free Wi-Fi Router With All Installations

  • Further Reach provides, at no additional cost, a Wi-Fi Router to each installation. This router is used for diagnostics and support purposes.
  • Further Reach Internet Service bring Internet Connectivity to the wired ports on the Further Reach indoors router.
  • The Further Reach indoors router also includes the ability to connect your devices to the Further Reach network wirelessly – this is called Wi-Fi.

The “hAP2” – Our Most Common Further Reach Wi-Fi Router – Miktrotik hAP AC2

The hAP3 – the newest model we use for larger homes.

Is Your Wi-Fi Coverage Good Enough?

  • Your Internet will perform at the level of your weakest link. You want to be sure that if you use Wi-Fi, it is designed and configured properly so that you enjoy the full speeds of your Further Reach Internet service.
  • The Wi-Fi capabilities of the Further Reach Wi-Fi Router are limited generally to the same room that the device is in. If you have a larger house, longer distances or mission critical applications you should consider one or both of the following.
    1. Using a network cable from your computer to your Further Reach indoors router. Cabled connections are more reliable than Wi-Fi.
    2. Upgrading your Wi-Fi (see below)
  • Wi-Fi marketers make it sound simple but is actually quite difficult to install well.
! Nearly 40% of customer support issues are a result of poor Wi-Fi.

Testing Your Wi-Fi

  • The best way to determine if your Wi-Fi needs upgrading is to compare your Internet performance with and without Wi-Fi. To do this:
    1. Use a network cable to connect your computer to ports 2, 3, or 4 of your Further Reach indoors router.
    2. If you do not have a network cable, or your computer doesn’t have a wired network port, please move the device to within a few feet of your Further Reach Wi-Fi Router and ensure you have an unobstructed view of it.
    3. Disable all other Internet devices other than your Further Reach Wi-Fi Router. Power-off and unplug all Internet enabled devices. Be disciplined – while inconvenient, this is necessary for a clean test. This includes Televisions, Phones, Tablets, Computers, Smart Plugs/Devices, Cameras, and all other networking devices, extenders, routers, switches.
    4. Test the performance of your typical internet applications like video calls, streaming, browsing etc.
    5. Disconnect the cable in step 1 above and/or move to another location in your home. Do the same tests again.
    6. If performance in step 4 is better than in step 5, that suggests you would benefit from a Wi-Fi Upgrade.

Upgrading Your Wi-Fi/ Extending Your In-Home Network

Consider if you want to upgrade your Wi-Fi yourself or you want us to provide a turnkey solution. In either case, we can provide support throughout the process.

Doing It Yourself – Using Your Own Gear

  • If you are comfortable configuring Wi-Fi gear, a DIY approach will generally be cheaper than hiring Further Reach.
  • Wireless Extenders should be avoided. A wireless extender is a remote Wi-Fi device that does not have a network cable connection to your Further Reach indoors router. Wireless extenders cause interference and will slow down all traffic on your network just by being connected (it harms also devices that are NOT being extended — also if a device is nearby the main router).
  • If you install your own Wi-Fi gear we strongly recommend:
    1. You let us know so that we turn off or coordinate the Wi-Fi radio in your Further Reach Wi-Fi router to ensure they do not interfere with each other.
    2. You use network cables to plug in your own Wi-Fi Router – no wireless extenders. Consider purchasing multiple devices for each area you want Wi-Fi coverage but plan on running cables to each.
    3. You are careful to connect the WAN/Internet port on your router to ports 2, 3, or 4 on the Further Reach indoor router.
    4. RECOMMENDED – Turn off / disable the 5Ghz radio in your Wi-Fi Router. This will ensure that you avoid interference with the connection from our network to your dish. You will need to consult the user manual for your device to do so.
    5. ADVANCED – If you do not want to disable the 5Ghz please make sure that your device allows you to explicitly set the 5Ghz frequency AND channel width. As support to provide you a safe, non-interfering channel to use.
    6. RECOMMENDED – Consider putting your Wi-Fi router in bridge mode. You will need to consult the user manual for your device to determine how to do so.
    7. We don’t recommend most mesh systems because they do not allow their radios to be disabled or the frequencies fixed.

We Cannot Make Formal Gear Recommendations

Turnkey Solution

  • There is a range of solutions Further Reach can provide.
    1. In the simplest case, we can install a single upgraded Wi-Fi Router, that you will own and we will support and manage. The cost of this approach is between $112 and $269 plus tax for the router and about $100 in labor.
    2. For larger homes, or professional applications, we can run cables to rooms where you need reliable Internet. Each cable run costs $100-200.
    3. For larger sites, we can provide campus wide Wi-Fi, indoors and out.
  • In these cases, you would own the upgraded devices.

Next Steps

  • If you would like to set up an appointment to discuss a turnkey solution you can schedule a time that is convenient for you at https://calendly.com/furtherreach/support
  • If you are going the DIY approach, please email us so we can be sure to configure your existing Further Reach Wi-Fi Router to be compatible.

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.

Free Further Reach WIFI

We offer Free Public WIFI Hotspots at numerous locations along the coast.
Please note that this information is subject to change so please email mailto:support@furtherreach.net in advance for updated information about a particular site.

Most of these sites require a Facebook check-in – please plan ahead

These sites will require facebook checkin every thirty minutes.

  • Albion Fire parking lot (lower station, near HWY-1).
  • Manchester-Elementary-School-Parking-Lot
  • Manchester-Beach-State-Campground (Camp-host area).
  • Point Arena Elementary School (strong at street parking areas).
  • Point Arena High School (Gym parking lot area, and sports fields area).
  • Point Arena Pier
  • Point Arena Theater-South (most of Main St.)
  • Point Arena Theater-North (most of Main St.)
  • Gualala – JR Home and Auto Care / Baker Town
  • Gualala – Sea Cliff-Hotel Parking Lot
  • Gualala – Hotel Breakers Parking Lot

Free Community WIFI

We provide free internet to many community based organizations. Among them are a few that host Free Public WIFI Hotspots at their locations.

  • Elk Community Center
  • Elk Museum
  • Elk Greenwood School
  • Manchester Grange Hall
  • Point Arena Library
  • Gualala Arts Center – Campus-wide (indoors and outdoors)
  • Gualala Point Park – Visitor center
  • Gualala Point Park – Campground

Versions

First Draft – Tamir 2020-07-07