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.
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.
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.
https://link.furtherreach.net/staticip
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.
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.
smile.amazon.com
support.purevpn.com
for the R600 series
Microsoft NAT Error Solution Guide
Port Forward Site
initial version – tamir scheinok – 2020-02-07 TP Link Version
In consideration of the COVID-19 pandemic, we take the following precautions:
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.
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.
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.
Below video demonstrates the process of resetting the portal link
You are now able to update information about your account including:
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
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.
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.
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
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.
Below video demonstrates the process of resetting the portal link
You are now able to update information about your account including:
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
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.
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.
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
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
Future charges to the account will be made using this payment method.
If your billing portal will not load, please try the following steps:
initial version – team 2021-05-27
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
CONTACTING SUPPORT
Email support@furtherreach.net
Web furtherreach.net/support/
Facebook Messenger (new!)
Call or Text +1 707-278-8899
Schedule a Callback calendly.com/furtherreach/support
Our support team is available by email, phone, or text during regular business hours (weekdays from 10-4). We monitor email, text, and voicemails 24/7/365.
WHAT WE SUPPORT
It is hard to overstate how varied and harsh the locations are where we install gear. We take great care to harden these installations against the many scenarios that cause failures, including power surges, lightning, wind, salt, flora, fauna, etc. We take pride in our track record of installations that last for many years without repair.
We support your Primary Internet Service, which includes your roof/treetop radio dish and the first Further Reach supplied WIFI router.
We also offer support for Custom Projects, which is anything beyond your Primary Internet Service, including expanding your WIFI coverage, adding VPNs or Static IPs, Surveillance Cameras, or just helping with a testy device.
SUPPORT + REPAIR POLICY – Primary Internet Service
Support and repairs for your Primary Internet Connection are generally at no charge. However, we charge on a time and materials basis ($100/hr with a one-hour minimum) in cases of damage caused by the customer (negligence) or for the cost of a tree climber if one is needed and you opt out of Tree Support.
The final determination of whether we charge for a repair will be at our sole but reasonable discretion.
SUPPORT + REPAIR POLICY – Custom Projects
Support for Custom Projects is offered on a time and materials basis. Our current hourly rate is $100 with a one-hour minimum.
Note that repair times for Custom Projects can be much longer than for our Internet Service. Repair times are subject to delays because 1) not all of our staff is trained to service the Custom Project, and 2) we do not stock replacement parts and will need to place orders as needed.
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.
Our network is designed (at great expense) with redundancy and hardening to make your connection more reliable than any other available provider.
There really is no comparison — our service surpasses satellite service in many ways:
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.
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.
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.
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.
APC UPS BR1500MS2 – $225
WEN 56125i – $295
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 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.
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.
While we cannot make formal recommendations, many subscribers report success with the following options.
MCN Digital Voice is a VOIP solution provided by Mendocino Community Network (a local organization) that provides installation and support.
https://www.mcn.org/services/digitalvoice
Ooma is a DIY option that is a few dollars cheaper and only provides limited support by phone. Ooma requires more technical capability than MCN Digital Voice (see setup instructions below).
https://www.ooma.com/home-phone/ooma-telo/
It is important to distinguish that this is not the “Air” version that we strongly discourage you from using.
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.
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.
The “hAP2” – Our Most Common Further Reach Wi-Fi Router – Miktrotik hAP AC2
The hAP3 – the newest model we use for larger homes.
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.
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.
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.
We provide free internet to many community based organizations. Among them are a few that host Free Public WIFI Hotspots at their locations.
First Draft – Tamir 2020-07-07