FAQ’s

General FAQs

  • We offer "up-to" speeds, so if you are paying for the 3 Mbps package, you will get as close to 3 Mbps as possible. If you are non-line-of-sight because you have trees and obstructions between you and the tower, your speeds may be lower. If you have clear line-of-sight to the tower, you should get the maximum speed available.

  • You can run a speed test here. Your household shares the bandwidth, so do a speed test when all other computers and devices are turned off.

  • Computers that are infested with viruses, spyware, malware, or have not been taken in for a routine check-up are the leading cause of your Internet being slow. At a very minimum for computers that are connected to the internet, ClearNet recommends virus protection to be running and up-to-date. If you are running Windows 8 or 10, antivirus protection is built in. Windows 7 will run on Microsoft Security Essentials which you will have to turn on, both are free. Another quick (and free) way to boost your speed is to use a different browser, such as Firefox or Google Chrome. MAKE SURE YOUR PC AND SMART PHONE ARE UP TO DATE ON SOFTWARE UPDATES!

  • ClearNet is here to help! You can find tutorials and instructional guides on this website, and you can speak to a local technician over the phone or in person 5 days a week, Monday and Tuesday, 8 AM to 5 PM and Wednesday thru Friday 8:00 AM to 8:00 PM.  After hours, please leave a message with brief description of problems, account name, and phone number.

  • ClearNet monitors the entire network 24/7 and is notified when an outage occurs.  If it is a tower issue, our tower crew is on call 24/7 and will be dispatched immediately based on weather conditions (ice, lightening, and etc).  If the outage is power related service should come back up when power is restored from the electric company.  ClearNet Tech support extension 314 will have a message concerning the status so you can check if it is a network wide outage.

  • You can change your package at any time, simply call or email Customer Support.

  • A router is necessary to connect any wireless laptops or PCs. Our service is wireless from our tower to the radio that we install on your home. The router allows you to connect as many computers to our service as you would like. 

  • Call Support to schedule a paid service visit to remount your outside equipment if needed.

  • The email program you use is based on personal preference. For some users, our web mail is powerful enough. For others, they need the plug-ins and power of a program like Outlook or Thunderbird. Many operating systems have an email program included such as Windows Live Mail, Mail or Evolution. To learn how to set up your ClearNet home email account, check out our instructional page.

  • You can read the full policy here. While our Internet plans allow you to download an unlimited amount of data, there are laws against downloading certain things, including copyright-infringed works. When we get a DMCA complaint linked to your account, we are required by law to notify you. If the complaints continue then we will have to ask you to find another ISP. You can also read our Terms of Service here and Privacy Policy here.

  • There are no limits on the amount you use and we do not throttle down speeds. As with any other internet service provider, we provide the speeds that we advertise as BEST EFFORT. This can mean that the internet as a whole is experiencing an unusual amount of traffic, internet equipment is in maintenance mode, or more often than not the web site or server you are trying to connecting to could be overloaded with traffic. No internet service provider has control over that. However, we do have control over our network until it reaches our connection point to the internet. Other issues on our network causing you problems could be electric outages from the electric co op, storm damage and etc.

  • Yes, our network has speeds that support streaming video on sites like Netflix, Hulu, and YouTube. Some packages are not designed to handle streaming video.

  • No. ClearNet internet is wireless and does not require a phone line or cable connection.

  • No. DSL and cable internet runs over phone lines and coaxial cable respectively. That modem then converts from either phone or cable to data cable (Ethernet). All of our equipment uses Ethernet and will require a router instead of a modem to broadcast wireless in the house. More information is available below.

  • We mount a radio on the outside of your home and point it to a nearby ClearNet tower. The tower and the radio securely send and receive your Internet content.

  • Yes - Many people are under the impression that wireless is not reliable and have heard horror stories about wireless Internet constantly going out.  The difference is in the installation standards. If your signal quality is marginal, we will not install service, avoiding headaches for you, and for our technicians.

  • Satellite - Most satellites are in orbit 22,500 miles away. That’s how far your data is traveling – so latency (the delay between the signal being sent and reaching its destination) is going to be much higher than just about any other option. By comparison, your nearest ClearNet tower will often be less than 5 miles from your house. ClearNet latency times are a fraction of that of satellite. Customers who switch from Satellite to ClearNet are often amazed by the improvement in Internet speed and reliability.

    DSL – Only available in towns, or within a certain distance to the DSL Central Office. Usually requires a phone line, so bundling with phone is almost always a must. Most DSL speeds are between 1 and 3 Mbps. Beware -  the older the phone lines in your area, the slower and less reliable your DSL Internet connection can be. If you are looking to cancel your landline telephone and get Internet only, or you want more speed than DSL can provide, ClearNet could be your solution.

    Cable – It can be very fast.  Cable providers rank highest on lists of companies with the worst customer service. ClearNet’s speeds are not quite as fast as cable, but customers enjoy local, friendly, and knowledgeable support.

    Fiber – It can be the fastest – but it’s not always. Providers can vary a lot – from the speeds they offer and how much they charge, to how long it takes to repair a cut fiber line and restore an outage. It’s not available everywhere and won’t be for years in areas that are not dense enough to support the cost involved in fiber construction.

    With ClearNet, we have the technology available and is in use to install micro towers in a rural community that needs fast internet in days, not months! Only requirement is to have 4 or 5 customers willing to connect with in a short distance of the mini tower.

  • Unlike satellite which can lose signal during heavy rain, weather does not typically affect the wireless signal. There are some exceptions to this, such as severe storms and ice. Lightening can sometimes damage tower equipment. ClearNet monitors the network, so tower techs know when there is an outage and can work quickly to restore service.

  • If the issue lies with ClearNet’s equipment – the outside radio, the cabling, and the power supply, we service this equipment free of charge. If you want your house rewired, the radio moved  or your computer ends up being the problem, then there would be a charge for the visit. Support Technicians can typically troubleshoot to determine if it is your equipment or ClearNet’s, and you would be notified if a paid service visit is required.

  • Yes, if you move to a residence where ClearNet is available, you can continue your contract. ClearNet charges a move fee of $100 to re-install equipment at your new location.

  • ClearNet is here to help! You can find tutorials and instructional guides on this website, and you can speak to a local technician over the phone or in person 5 days a week, Monday and Tuesday 8:00 AM to 5:00 PM and 8:00 AM to 8:00 PM Wednesday thru Friday.

  • ClearNet monitors the entire network 24/7 and is notified when an outage occurs.  If it is a tower issue, our tower crew is on call 24/7 and will be dispatched immediately based on weather conditions (ice, lightening, and etc).  If the outage is power related service should come back up when power is restored from the electric company.  ClearNet Tech support extension 314 will have a message concerning the status so you can check if it is a network wide outage.

Billing FAQs

  • The billing department is open Monday - Friday from 8 a.m. – 5:00 p.m. We can be reached by telephone at (731) 668-3042 ext. 313.

  • Yes, you can. At signup you will be issued a user name and password which will allow you to access your account online.

  • ClearNet prefers to do all billing via email. Since we are an Internet and email provider, we find this to be the easiest and most effective way to keep our overhead down. Each ClearNet account includes one email account. However, you may use ANY email address you would like to receive our monthly invoices/sales receipts.

    We can also bill you via the US Postal Service for an additional 3.00 processing fee per month. Invoices will be sent out monthly on or near the 25th. Customers who are set-up with automatic payments will receive a reminder email on or about the 25th of each month.

  • All bills are due on the 1st of the month. 

    • Check or money order payments are accepted via mail or can be brought into the ClearNet office.

    • Payment can be made over the telephone with a debit or credit card or checking account.

    • Auto pay, using a debit or credit card, or checking account can be set-up to automatically process your payment on the 1st of each month.

    • Online Bill Pay is available here.

    If your check or EFT is returned to us by your bank for any reason, a $15 fee will be added to your account. This fee must be paid via cash, money order or credit card.  If you would like to set-up auto-pay or an EFT draft, please contact our billing department.

  • No.

  • After the 5th  of the month, a 5.00 late fee is added. If still unpaid after the 10th, the service will be suspended and a reactivation fee of 10.00 is charged. The account will remain suspended until the full account balance and applicable late fees are paid.

  • If at any time you need to update any information, please contact our billing department either by email or phone. For your protection, we require identification verification before changes are applied.

  • There is a $250 fee for canceling services if you are canceling before your contract term length is over. In order to cancel your service, we require that you notify us at least 10 days prior to your desired cancellation date. We do not pro-rate our services, so if you have paid for service for the month, or are already into your new service period and need to remit payment, the entire balance is due. 

Technical FAQs

  • When having problems with your internet connection, the best thing to do first is power cycle both your router and your ClearNet wireless equipment. To reset your ClearNet internet connection try the following steps: 

    1. Locate your Receiver Power Adapter (PoE). 

    2. Reboot your outside radio by unplugging this adapter from AC power.

    3. Wait 60 seconds then put the power plug back in. 

    4. If you have a router, unplug it from the power for 60 seconds.

    5. After 2 minutes, check your computer for internet. 

    6. If none of these steps resolve your issue please contact us.

  • The steps below will help you set up most routers with your ClearNet internet. If you require more specific help with your router or these steps do not work for you, please contact us.

    1. Plug the cable from the LAN port of the ClearNet provided power supply into the WAN port of the router. This port is usually yellow and is the only one.

    2. Plug your other computers and/or devices into the LAN ports on the router.

    3. Plug in the router's power adapter. If needed push the power button on the router to turn power on.

    4. It should take a minute or two for the unit to fully power up and start to communicate with ClearNet installed receiver outside. Then you should be good to browse the internet.

  • ClearNet internet is set to work with your computer provided the Network Settings on the computer are default. Dial-Up or other previous internet service can sometimes change these settings. Computer must have a working RJ-45 (Ethernet) port. Some older computer simply will not work with our service.