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FAQ  //  Frequently Asked Questions

Please click on the question topics below to view answers to commonly asked questions.
TopGeneral Information

My home owner association or landlord says I can’t have an antenna outside. How can I get your service?

Based on Federal law (Telecommunications Act of 1996) your homeowner’s association cannot restrict installation of antennas up to 1 meter (or 39 inches) in diameter when used for “fixed wireless” services.  Our Broadband Internet service would fall under this guideline.  Please refer to http://www.fcc.gov/guides/over-air-reception-devices-rule for additional information.

In addition:

The rule prohibits most restrictions that: (1) unreasonably delay or prevent installation, maintenance or use; (2) unreasonably increase the cost of installation, maintenance or use; or (3) preclude reception of an acceptable quality signal.

Effective January 22, 1999, the Commission amended the rule so that it also applies to rental property where the renter has an exclusive use area, such as a balcony or patio.

On October 25, 2000, the Commission further amended the rule so that it applies to customer-end antennas that receive and transmit fixed wireless signals.  This amendment became effective on May 25, 2001.

The rule applies to individuals who place antennas that meet size limitations on property that they own or rent and that is within their exclusive use or control, including condominium owners and cooperative owners, and tenants who have an area where they have exclusive use, such as a balcony or patio, in which to install the antenna.  The rule applies to townhomes and manufactured homes, as well as to single family homes.

How is it wired into my home?

LightLeap professionally mounts an antenna on your rooftop or exterior wall, then runs a CAT 5 wire (data wire with 4 pairs of wires) down the outside wall of your home (we try to follow a rain gutter to hide the cable).

We then bring the cable into your home by drilling a small hole or following an existing entry into the home such as a duct or prior cable, phone or satellite TV installation entry.   An Ethernet end is installed on the inside of an exterior wall (your computer should have an Ethernet port ‐ all new computers do. An older computer may need an adapter). If you need additional inside wiring to extend the connection into your home, you may need to hire a wiring contractor or may want to consider using a wireless router (available from us or at any computer store) to distribute the connection throughout your home.

Does LightLeap Internet service require a phone line or cable connection?

No, LightLeap provides your Internet connectivity using high speed wireless technology. There is no need for cable or telephone service for our connection.

Do I need an antenna on my roof?

Yes, a receiver and/or antenna will be required in order to received the LightLeap High-Speed signal.  The size and type of the antenna will depend on the signal strength and service level Tier available at the designated location. The LightLeap High-Speed Internet Field Technician works with subscribers to ensure the best possible signal is received with minimal aesthetic impact.

 

How does LightLeap Internet service work?

Lightleap provides an Internet connection via a wireless receiver and/or antenna system.  An antenna is installed on your roof or exterior wall with an attached radio receiver/transmitter. This antenna is pointed at a nearby Access Point tower, and must have a clear or near line‐of‐site (no thick forests, buildings, or hills blocking the path).  When you send and receive information over the Internet, it goes over the wireless link from your receiver/antenna to our Access Points.  From there that information travels over our “backhaul,” which is a point to point wireless link to our Network Operations Center hooked directly to the Internet.  LightLeap service has very low “latency” (or delay) compared to satellite Internet, where signals must travel thousands of miles into space.  LightLeap Tier 1/2 services are well suited for digital phone (also known as Voice over Internet Protocol/VoIP) and other uses such as VPNs or gaming.

 

What are the customer requirements for this service?

For our fixed-wireless broadband customers the basic LightLeap High-Speed Internet installation will include connecting the customer’s router or home network to the CPE (customer premise equipment), provided that:

  1. The customer computer is Ethernet ready.
  2. The customer router/computer is in the same room as the Termination Point and within 10ft. of the CPE (customer premise equipment).
  3. The customer computer operating system is Windows (Windows 2000, XP, Vista, Windows 7) or MacOS X 10.1 or later.
  4. Customer will need to provide an electrical surge protector for the CPE to plug into.  We also recommend a UPS for all computers, routers and CPE for best reliability through electrical storms and power surges.

 

What is included in my monthly charge for LightLeap Internet?

Your monthly service charge includes your Internet connection to the LightLeap Internet network and access to our telephone and ticket based support systems.

I have heard that the setup and hardware costs for broadband Internet are very high, how much does it cost to get your service started?

For fixed-wireless customers, there is a one-time activation and setup fee that covers professional installation of the service and standard antenna, as well as the connection to a router and single computer.  Please refer to the pricing section of our website for details.

 

I have heard about satellite based broadband technology, how does your service compare?

Our services are all tower-based terrestrial wireless over relatively short distances.  Satellite based broadband technologies suffer from very high latency (long transmission delays).  The time it takes for one “packet” of data to reach the Internet and get back to your PC can be as high as 3000 milliseconds, or 3 seconds, compared to a round trip time of less than 100 milliseconds on land based wired and wireless technologies.

In addition, satellite broadband provides very limited upload speeds similar to a dial-up modem.  The end result is a connection that can download files fairly quickly, but offers generally poor overall Internet performance. LightLeap High-Speed Internet does not use any satellite links in the delivery of your service and the latency on our network is very similar to DSL and Cable Modem systems.

 

How does LightLeap High-Speed Internet choose the communities it services?

The first criteria are size; eligible communities will need to provide LightLeap High-Speed Internet with a minimum of 10 subscribers within a 3 mile radius of each base station.  The limiting factor for subscribers is that they have no landmass blocking their “view” of the Access Point or Tower Site;  trees and buildings blocking their view are not a major factor.  Other factors include the availability of other broadband services, the demand for broadband services, and the willingness of the community to work with LightLeap High-Speed Internet in selecting antenna locations and promoting the services that we offer.  If you feel that your community is a good candidate we would love to hear from you.

 

TopInstallation

My home owner association or landlord says I can’t have an antenna outside. How can I get your service?

Based on Federal law (Telecommunications Act of 1996) your homeowner’s association cannot restrict installation of antennas up to 1 meter (or 39 inches) in diameter when used for “fixed wireless” services.  Our Broadband Internet service would fall under this guideline.  Please refer to http://www.fcc.gov/guides/over-air-reception-devices-rule for additional information.

In addition:

The rule prohibits most restrictions that: (1) unreasonably delay or prevent installation, maintenance or use; (2) unreasonably increase the cost of installation, maintenance or use; or (3) preclude reception of an acceptable quality signal.

Effective January 22, 1999, the Commission amended the rule so that it also applies to rental property where the renter has an exclusive use area, such as a balcony or patio.

On October 25, 2000, the Commission further amended the rule so that it applies to customer-end antennas that receive and transmit fixed wireless signals.  This amendment became effective on May 25, 2001.

The rule applies to individuals who place antennas that meet size limitations on property that they own or rent and that is within their exclusive use or control, including condominium owners and cooperative owners, and tenants who have an area where they have exclusive use, such as a balcony or patio, in which to install the antenna.  The rule applies to townhomes and manufactured homes, as well as to single family homes.

How long will it take to set up service?

We can typically have service installed within 5 business days of placing an order. Once we’ve determined that the service will work at your location (signal check), it takes about 2 hours to complete a standard installation.

 

Can I do the high‐speed Internet installation myself?

We do not typically allow for self-installation of services with the exception of apartment complexes where we use cXm Cable Modems to deliver service.

 

What is included with my Standard Installation?

Our advertised service installation rates are for standard service installations.  Standard installations may include the following:

Materials Included

  • Up to 100ft of CAT5e Cable
  • LightLeap Wireless Equipment, standard antenna and PoE Injector (Power over Ethernet)
  • Standard J-arm, Antenna Stand-off and/or Mast (5ft)
  • Antenna and/or Ethernet Grounding if necessary

Labor Included

  • Installation of Antenna on roof, sidewall or structure attached to your home
  • Ethernet entering your home via existing access hole or create new access via outside wall
  • Programming of a Single Router or Computer to access our network
TopService Quality

Does weather affect the service?

Weather should not cause a degradation of service even in many severe storms assuming heavy winds have not changed the aim of your atenna.  Your connection will remain stable even during winter months or other stormy periods.

However some customers who require high-gain yagi style antennas on our Tier 3 services may have issues during ice storms which are rare for our service area.

Wireless Internet access requires a “line‐of‐site” or a “near-line-of-site” connection from your location to one of our POP Sites. This means that any large trees, buildings or other obstructions may cause a degraded level of service.  Our installers do a site survey before installing to make sure that there is a good signal with proper “fade margin” to avoid issues during bad weather.

 

What speeds and reliability should I expect?

Typical LightLeap Internet customers will experience similar speeds and reliability that you would expect with any Broadband Internet provider.   However we do believe that we provide a superior upload speed on all of our accounts compared to the competition.  Because our network uses wireless technology for last-mile delivery we also tend to have a more reliable user experience given appropriate signal levels at your location.

Speeds advertised on standard accounts are MIR (Maximum Information Rate) and are considered to be “speeds up to”.  No providers guarantee speeds on non-carrier grade/non-dedicated connections.  We work with our customers to ensure you are getting the most speed possible given your account type, Network Tier Availability and signal levels.

Our Carrier-Grade and Wholesale products that are dedicated have CIR (Committed Information Rate) where we provide a threshold of speed given the account type and terms of agreement.

Can I play online games using LightLeap Internet?

Generally the answer to this question is yes, however user experience may vary depending on the Service Tier available to you, Network Load, Gaming Server Load and other variables.

Under normal conditions with a Tier 1 or 2 service on our network, and reasonable load on your LAN (online / interactive game play that requires low latency) should not be a problem.

TopTechnical

I already have a router that I used on a previous service will it work with LightLeap Internet service?

In most cases, yes. If you have a relatively new router it should work with our High Speed Internet customer premise equipment (CPE). From our equipment we connect to your existing network with a RJ-45/standard network connection using CAT-5 cable. The setup and configuration of a single router or computer is included with all standard LightLeap installations.

My vendor / corporate office says we can’t use a wireless connection…

It is a misconception that our service falls under the general term of “wireless” which often is thought of as WiFi or 3G Mobile Based services.  Our service is neither.  The connection quality we provide is Wireless to the premise however it does not fall under the typical definition of what vendors think of as “Wireless” technologies.

Our Tier 1 and 2 service areas should expect performance similar to and often times better than traditional wired or land based providers.  It is not accurate to assume that our services will not work when vendors or corporate specs indicate they can’t operate over “Wireless”.

If you have any questions regarding our service compatibility please contact us.  Often talking to us before making a change can save you time and headaches.

Can you provide me with a static IP address?

LightLeap customers can purchase static IP address space for a low monthly fee.

 

How secure is your fixed wireless network technology?

Our data network is as secure as wired technologies such as DSL and Cable modems.  Regardless of the type of Internet connection you use, it is a good idea to use anti-virus software and take some basic steps to prevent malicious users from being able to access files on your computer.

Most security related issues with wireless technologies occur when end-users deploy WiFi (802.11) access points and don’t properly secure them using manufacturer recommended security settings.

 

Can I connect multiple computers to my connection?

North Carolina Wireless will install a single Ethernet hand-off inside your home. If you have more than one computer, you will need to purchase a own wireless router.  We can sell you a pre-programmed managed router.  A router acts as a gateway and data-switch, allowing multiple to be plugged into its LAN Ports, and it also can serve as a WiFi Access Point sending your Internet signal throughout your home to any computer or laptop with a wireless card.

In addition wireless routers typically can be purchased from any computer or office supply store.  We recommend the Linksys or Cisco brand for best compatibility and value.

 

Can I host a Web or FTP server on my LightLeap Internet Connection?

Unless you are purchasing a wholesale or carrier grade account, which has a higher upload bandwidth, our typical service plans are unable to offer this service.  Use of public servers on non-wholesale or carrier accounts are typically prohibited based upon our terms of service.

Please contact us if you wish to find out how you can host a public server using one of our Wholesale or Carrier account types.

 

Do you have a FAP or Bandwidth Use Limitation?

Typically we do not apply any type of automated Bandwidth Use Limitations or Fair Access Policy with regard to our standard account types.

However we do review bandwidth use and if we find that an individual account consistently demonstrates bandwidth use much higher than the typical user we reserve the right to advise this customer to upgrade to an account type that better supports their Internet use.

Carrier-Grade and Wholesale accounts are not limited in any way based on use over time.