Frequently Asked Questions
We are here to ensure you have just what you need. Our Customer Support department is highly trained and ready to help you with any questions you might have about our services. We have compiled a list of the most commonly asked questions for your convenience.
General Service Questions:
How do I find out if I can receive WiLine Service?
Are evening and weekend installation appointments available?
What if I don't want satellite TV, do you have an Internet and phone package only?
Can I purchase all of the services on an a la carte basis?
What if I already have DirecTV and just want to transfer my service, can I still take advantage of the TV, Internet and Phone Package you are offering residential consumers?
What happens to my monthly rate at the end of the contract term?
Internet Service Questions:
If I change Internet providers, can I keep my existing email address or will you provide me with a new one?
How does WiLine's Internet service compare to DSL and cable?
Is WiLine's Internet service reliable?
Can I get more than 10 Mbps of Internet?
Can I increase my bandwidth if necessary?
Can I run a wireless network in my residence off the WiLine connection?
Can I run a web or email server from my WiLine connection?
Phone Service Questions:
Can I get more than one line for phone or fax?
Can I have a new phone number that is different from my current?
How do I port my old phone number over to the new service you will provide me?
Can I keep my current telephone or do I need a special phone with WiLine services?
Can I talk on the phone and surf the Internet at the same time?
Will WiLine services run during a power outage?
Does WiLine provide voicemail?
What features come with WiLine's voice service?
Support Questions:
What are the hours of Customer Support?
How do I reach Customer Support?
Who do I call if I have a technical issue, billing concern or package change (add or remove channels) regarding my satellite TV?
Who do I call if I have a technical or billing concern regarding my Internet service or phone service?
Will I receive one bill with one package price?
General Services Questions:
Q: How do I find out if I can receive WiLine Service?
A: Call us at 1-888-4WILINE. We would be happy to verify our service coverage in your area.
Q: Are evening and weekend installation appointments available?
A: Yes, we offer appointments Monday through Friday from 9am to 9pm and Saturdays from 9am to 5pm.
Q: What if I don't want satellite TV, do you have an Internet and phone package only?
A: In addition to the TV, Internet and Phone Package, we also offer a la carte pricing for Internet and Phone.
Q: Can I purchase all of the services on an a la carte basis?
A: All services are available on an a la carte basis but the best value is built into our combined package offerings.
Q: What if I already have DirecTV and just want to transfer my service, can I still take advantage of the TV, Internet and Phone Package you are offering residential consumers?
A: Call WiLine today and sign up for the package and during your scheduled installation, WiLine will swap out and provide you with a new SmartCard for your DirecTV receiver. A small fee may apply.
Q: What happens to my monthly rate at the end of the contract term?
A: WiLine plans on keeping our customers happy for the long-term. When the initial contract term ends, we expect to maintain, or even lower the competitive rates we offer today.
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Internet Service Questions:
Q: If I change Internet providers, can I keep my existing email address or will you provide me with a new one?
A: As part of your WiLine service, you will receive up to 10 email addresses.
Q: How does WiLine's High Speed Internet Service compare to DSL and cable?
A: Our Internet service is faster. We offer 10 Mbps when DSL and cable only offer between 1.5 and 6 Mbps. This means less time waiting for downloads and more time doing what you actually want to do.
Q: Is WiLine's Internet service reliable?
A: WiLine's state-of-the-art network is designed to provide superior service and reliability. We operate out of multiple data centers and these centers are connected via redundant fiber, copper or licensed wireless links, usually in a ring topology, to ensure reliability. Furthermore, WiLine offers true access diversity over the last mile. This is important for disaster recovery, since the telephone wire into your building usually represents a single point of failure that is eliminated when using WiLine service.
Q: Can I get more than 10 Mbps of Internet?
A: Yes, you can customize your speed up to 100 Mbps. Call us at
1-888-4WILINE for pricing information.
Q: Can I increase my bandwidth if necessary?
A: Yes, WiLine can scale the bandwidth to your needs.
Q: Can I run a wireless network in my residence off the WiLine connection?
A: Yes, your WiLine connection is very flexible.
Q: Can I run a web or email server from my WiLine connection?
A: No, not with a residential connection.
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Phone Service Questions:
Q: Can I get more than one line for phone or fax?
A: Yes, you can. Please see residential services for latest pricing or call customer support.
Q: Can I have a new phone number that is different from my current?
A: Yes, WiLine can provide you with a new phone number from your local area code.
Q: How do I port my old phone number over to the new service you will provide me?
A: Switching your phone number over to your new WiLine service is fast and easy. Just give us your account number and pin number/password from your old service, your phone number and your mailing address for verification purposes and WiLine will take care of the rest.
Q: Can I keep my current telephone hardware or do I need a special phone with WiLine services?
A: Yes, you can use your current telephone hardware.
Q: Can I talk on the phone and surf the Internet at the same time?
A: Yes, you can. WiLine’s network is so advanced that you can watch HDTV, talk on the phone and download from the Internet all at the same time.
Q: Will WiLine services run during a power outage?
A: Absolutely! WiLine has built in power back up systems within your building to ensure phone services stay functional, although a UPS system within your residence may be required depending on what systems you are using.
Q: Does WiLine provide voicemail?
A: Yes, voicemail is available through WiLine.
Q: What features come with WiLine’s phone service?
A: E911, Caller/Call Waiting ID, Caller ID Block, Call Waiting, Dynamic Call Forwarding, Busy Call Forwarding, Delayed Call Forwarding, Voicemail, Voicemail Message/Sound Indicator, Three Way Calling, Anonymous Call Reject, Customer Ring Tone, and 411 Services.
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Support Questions:
Q: What are the hours of Customer Support?
A: Our Customer Support department is open 24 hours a day, seven days a week.
Q: How do I reach Customer Support?
A: You can reach us by phone at 1-888-4WILINE option 2 or electronically through our contact us page.
Q: Who do I call if I have a technical issue, billing concern or package change (add or remove channels) regarding my satellite TV?
A: Call WiLine at 1-888-4WILINE option 2.
Q: Who do I call if I have a technical or billing concern regarding my Internet service or phone service?
A: WiLine will take care of any issues related to your Internet or phone service. Our customer support department is available 24 hours a day, seven days a week. We are available by phone at 1-888-4WILINE option 2 or you can communicate with us electronically at support@wiline.com or billing@wiline.com.
Q: Will I receive one bill with one package price?
A: You will receive two bills if you order a complete package from WiLine, the total of which will be equal to the price of the package you have selected.
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