FAQ
FAQ
Our service is considered ‘fixed wireless’. This means that we install an antenna on the roof which transmits and receives a wireless signal to a local communications tower. That tower also communicates using wireless signals back to our fiber optic backbone at our Network Operations Center in Providence. From the antenna on your roof we run Cat-5E wire into the home to one location which can connect into a single computer or a router. To utilize multiple devices inside your home you will need a router. If you want to use wireless devices such as a laptop, smartphone, or tablet on our service throughout your home you will need a wireless router. These can be purchased at most stores throughout the valley, or we can sell you one at the time of the installation. DSL and Cable routers are not compatible with our system. Our standard installation includes one of our qualified technicians mounting an antenna on your roof, and running a wire to one location within 200 ft. of the antenna on an exterior wall (above the foundation). We are happy to provide additional services such as custom wiring, wall fishing, or wiring of more than one location at our standard service rate, when possible.
Our service is not affected by weather. Although we sometimes use a reflector (dish) to aim our signal at our towers we are generally not affected by rain fade or other weather the way that Satellite television is. Rain fade is caused by the dish trying to transmit through the clouds and atmosphere to space during heavy rain. Due to the angle of our dish, and the short distance to our towers, our dishes do not collect snow the way that dishes pointed to space do, and they are not susceptible to rain fade.
No, there are no added monthly equipment charges. Blue Spring Broadband retains ownership of all equipment installed at the customer’s premise. We do not add any additional fees for the rental or lease of this equipment. Upon cancellation of services all equipment must be returned in working order or the customer will be responsible for all equipment replacement charges.
We guarantee our installation and will warranty the installation and our equipment for life. We will come out and replace any defective equipment at no charge to the customer. In the event that you would like assistance with issues which are not related to our equipment, or would like the equipment moved to a different location in the home, a service charge will be required. We are also happy to assist our customers with the support of their local network, hardware installation, and computer issues whenever possible at the following rates; Service calls are $44.95. This includes the trip to your home or business and up to one hour of service. Additional labor beyond the first hour will be billed at a rate of $39.95 per hour.
Virus and Malware protection is the responsibility of the customer. We recommend that all computers be protected with a firewall, malware protection, and virus protection. We recommend Avast Free Anti-Virus and MBAM Anti-Malware for basic protection. For parental filtering Qustodio is recommended by many of the parents that we have spoken to. These programs can be downloaded free of charge from their respective websites. To comply with Utah State law (SB0134), we have posted additional recommendations for filtering content that is deemed inappropriate for minors on our legal page, HERE.
Residential installation is $99.95. Payment due at the time of install will include the installation fee and a pro-rated first month. We can also split this into equal payments over three months.
None of our service plans require a contract! We do have legal agreements that require a signature. You may view the required Internet Service Agreement and Acceptable Use Policy here.
No, the cost of leasing the rooftop equipment is included in the above listed prices. There are no added equipment rental charges. There is a $2.00 per month administrative fee added for customers who opt-in to paper billing. These Internet prices are the actual billed amount. There are currently no taxes on straight broadband service.
We provide a site survey free of charge. Our technician will test signal strength to ensure quality service at the time of the installation. If we cannot provide reliable service at your location then there will be no charge for the site survey. We are continually expanding and will contact you as soon as service is available in your area. You may check our current coverage map to see if you are within our service area.
Speeds may vary and are not guaranteed. Service plans may be structured on a burst rate up to a maximum of the listed speed. Many factors can affect connection speed. We strive to maintain your connection at the speeds that are listed, and will do our best to ensure that your speeds are at or near the speed listed for your plan. Speeds shown are not available in all areas. Call for availability.
As of December 31st, 2024 we no longer offer VoIP telephone service. We have a trusted partner that we can recommend if you are looking for VoIP services (https://www.evolocity.net).
No, Blue Spring Broadband does not have any data caps or overage fees!
Please check this wiring diagram and ensure that your equipment is still plugged in correctly. Ensure that the POE has power and that the indicator light is lit.
Check your account status and ensure that your account is current by logging in to our customer portal HERE. Sometimes a payment will fail for one reason or another and customers will miss our notification emails, or they can get caught up in their SPAM filter.
If we are unfortunate enough to experience a prolonged outage, there will be a message up on our Facebook page HERE, and there will be a message up at our call center 435-554-8778. If you are down for any reason, give us a call. We are happy to help!
If we are unfortunate enough to experience a prolonged outage, there will be a message up on our Facebook page HERE, and there will be a message up at our call center 435-554-8778. If you are down for any reason, give us a call. We are happy to help!
Our service uses MAC authentication for your personally-owned equipment. If you change out your router (or whichever device you had registered with us) for another device, we will need the MAC address updated to the MAC address of the new device. You may login to our customer portal and can change the MAC address that is registered at any time on the 'Equipment' tab, here. It needs to be the WAN MAC address. The MAC address printed on the bottom is often off by one hexadecimal digit. So, it is best to get the WAN MAC from the router's Interface or mobile app. Give us a call if you would like us to add the new MAC address for you. We have 24/7/365 support at 435-554-8778.
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