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Frequently Asked Questions


General

Services and Costs

Technical

Installation

GENERAL

What is the SkyWay USA and where is it available?

SkyWay USA delivers high-speed Internet access to rural American homes and small offices. Because we provide this service using satellite technology, we can cover virtually every location across the continental United States.

We utilize your phone line as part of our system to guarantee the reliability of our service. Nationwide dial-up internet access is included in our pricing.


Why should I get SkyWay USA?

SkyWay USA provides connection to the Internet at much higher speed than dial-up: up to 1.5 Mbps, which is more than 30 times faster. Web surfing at these speeds provides a completely different experience. Large emails or downloads (i.e. music, video, software) that can literally take hours using dial-up can be done in minutes or seconds with SkyWay USA.


How does SkyWay USA work?

SkyWay USA utilizes a unique hybrid technology where your internet requests are uploaded to the internet through our nationwide dial-up network using your existing phone line. We then download the pages via the SkyWay USA satellite directly to 30" dish antenna at your home at high-speed, that our exclusive stand alone SkyWay USA modem forwards to your computer. Skyway USA Internet service is intended as residential service, You may use it for a Business, but it is not designed to be a business class product. We also do not offer support for business services.


Who do I call if I have a problem?

Just call toll-free 866-MYSKYWAY USA (697-5992) and one of our friendly customer service agents will talk to you. Don't worry about being placed on hold forever or being connected to someone in India. SkyWay USA was founded by rural Americans and we believe you should get fast and courteous service from rural Americans.


What equipment is needed to get SkyWay USA?

After calling toll-free 866-MYSKYWAY USA (697-5992), we will ship you a 30" satellite dish, the mounting apparatus and anchoring hardware needed to attach the satellite dish to your home, an exclusive SkyWay USA external modem, and all the cabling needed to connect the dish to the modem and the modem to your computer. You can install it yourself, or we'll arrange for professional installation (at additional charge starting at $149) if you prefer.


What are the minimum computer system requirements?

SkyWay USA works with all desktop and laptop computers operating today, including PCs using Windows 98, 2000, XP and Vista. Macintosh computer using OS 9 (Classic) and higher are supported. Even Linux operating systems present no problem.


The only requirement is the computer have a 10/100 ethernet port, standard equipment on all computers sold in this century. For those missing a 10/100 ethernet port, you can install a 10/100 NIC in your desktop or PCMCIA adapter for your laptop.


What if DSL or Cable service is available in my area?

If you can get DSL or Cable broadband service in your area, we recommend that you consider subscribing to that rather than sign-up for SkyWay USA. Generally, DSL or Cable provides superior service at very competitive prices.


Shouldn't I just wait for Cable or DSL to come to my area?

You could, but you may be waiting a few years (or even forever). Did you know that it costs over $100,000 a mile to run fiber optics? To be blunt, the huge investment required to build out DSL or Cable networks forces large phone and cable companies to focus their efforts on high-population areas, not low-density rural America.


What are SkyWay USA's advantages over a two-way satellite system?

SkyWay USA is less expensive and more reliable than current two-way satellite systems. Severe weather conditions can affect any satellite based system, but because SkyWay USA uses a high-power 18 ft. satellite dish located on a 14 story building, our susceptibility to rain-fade is far less than our two-way competitors.


Because two-way satellite systems transmit back to the satellite at maximum of 2 watts, users frequently experience a complete loss of connectivity in bad weather. Because SkyWay USA uses both the satellite downlink AND a redundant terrestrial telephone uplink through dial-up to connect to the internet, even under the worst conditions our service may temporarily slow down but will never fail.


I'm unhappy with my current satellite internet provider; can I use that equipment with SkyWay USA?

You aren't alone; we've heard reports of malfunctioning equipment, frequent service interruptions due to weather, and poor customer service. Unfortunately, none of their equipment is of any use when getting SkyWay USA.


Can I use my satellite TV dish with SkyWay USA?

No. SkyWay USA uses a 30" diameter dish vs. the smaller 14-18" dishes that satellite TV uses. No current satellite internet service can piggy-back on to satellite TV equipment.


How quickly can I get SkyWay USA?

Call toll-free 866-MYSKYWAY USA (697-5992) and we'll ship you out a home equipment system in 24 hours. Since SkyWay USA is self-installable, you can be surfing the web at high-speed in only a few days. Or if you prefer, we will arrange professional installation at your convenience.


SERVICES AND COSTS

What does SkyWay USA cost?

SkyWay USA's home equipment costs $49 after $100 mail-in rebate, not including shipping. Our service plans start at $29.95/month for download speeds up to 256 Kbps, $49.95/month up to 512 Kbps, $59.95/month up to 768 Kbps, and $79.95/month up to 1.5Mbps. There is a one-time $25 activation fee; a one year service contract is required. The cost of dial-up service is included.


What if I decide to cancel my contract?

SkyWay USA customers are required to sign a one year contract when initiating service. If you disconnect from SkyWay USA or cancel your contract prematurely, we charge a cancellation fee equal to the monthly price of your service multiplied by the number of months remaining on your contract.


How many email accounts do I get with SkyWay USA?

SkyWay USA offers 5 email accounts at part of the standard packages; more are available for a minimal extra charge. These email addresses can be integrated easily with standard POP3 email client packages such as Outlook or Outlook Express.


Does dial-up service come with SkyWay USA?

Because SkyWay USA is depending on dial-up as a return path to the internet, the cost of this service is included in your service. We estimate that 99% of all rural homes can access our dial-up network without experiencing local toll charges. Our two-way satellite competitors charge as much as $7.95/month additional for dial-up access.


Can I cancel my account with my current ISP (Internet Service Provider)?

SkyWay USA comes with key ISP including email and dial-up access nationwide. You can continue to use your current ISP for email if you prefer, and simply use SkyWay USA to connect to the Internet at high speed. Charges billed to you by your current ISP are not included in the SkyWay USA service plans.


Can I keep my AOL account and access my AOL email after getting SkyWay USA?

Yes, you can access your AOL email using our internet service at www.aol.com.


What limitations are there on heavy bandwidth users?

As is standard with other Internet Service Providers, SkyWay USA ensures that its service operates at optimum speeds for all of its customers. Since SkyWay USA is a shared network, we have a Reasonable Use Policy to ensure that extraordinary usage by a few customers doesn't negatively affect the normal usage of other customers. For the vast majority of users, the Fair Access Policy has no effect on their usage. For a few very heavy bandwidth users, the system may restrict their bandwidth and therefore their speed. See SkyWay USA's Reasonable Use Policy.


TECHNICAL


What is transmission latency?

Latency refers to the amount of time it takes a packet of data to travel across a network. With satellite service, that data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server.

Because SkyWay USA uses hybrid technology with dial-up as the request path to the internet, we only have to make one round trip between earth and satellite to transmit data. With two-way satellite systems, there are two round trips to be made: both the request path to the internet and data download must each make one round trip to the satellite. This explains why SkyWay USA begins loading web pages faster than our competitors.


Can I play interactive games or use VOIP with SkyWay USA?

Because of the latency involved with satellite internet communications, time-sensitive applications that require fractions-of-a-second user inputs (such as multi-player interactive "twitch" games or real-time equities trading) are not recommended. Likewise, Voice over IP (VoIP) telephone service delivered over the Internet degrades due to performance issues presented by latency on the SkyWay USA network, as it would on any satellite-delivered service. VPN connections are not supported by the system.


How long is the warranty on my SkyWay USA equipment?

We offer 12 month limited warranty on all SkyWay USA equipment from date of purchase. For those opting for professional installation, we offer 90 days on labor from the date of installation. Your installer will provide details.


Can I answer my telephone while using SkyWay USA?

Yes. You can answer incoming calls to your phone while connected to the internet using SkyWay USA by purchasing a special "Catch A Call" hardware device that allows you to briefly suspend your internet connection. You can order this directly from SkyWay USA on sale for $49.95 (regular price $69.95) with free shipping when placing your order.


Where can I get SkyWay USA?

SkyWay USA can be obtained through a variety of distribution channels. The quickest and easiest way to order is over the internet. Click here now to order. You are also able to buy from many local satellite TV dealers. Find a dealer in your area. SkyWay USA also plans to make our equipment available for purchase in retail stores soon.


Why can't I get SkyWay USA in Alaska, Hawaii or Puerto Rico?

The SkyWay USA satellite can only beam coverage down to the 48 continental United States due to the location of the satellite in geosynchronous orbit over the 101st meridian. At present we do not have plans to extend service to Alaska, Hawaii or Puerto Rico.


Can I use SkyWay USA in a moving vehicle like my car, RV or boat?

No. Unlike satellite TV and satellite radio, SkyWay USA is designed for stationary locations like homes and small businesses. We do not offer high speed internet access for moving vehicles at this time.


INSTALLATION

What does a standard professional installation include?


Where will the antenna be mounted?

The placement of the SkyWay USA equipment will vary depending on the home or building structure in which the system is installed. Two types of mounting options for the satellite dish are available:


What are the line of sight requirements for the SkyWay USA satellite dish?

The satellite dish must have an unobstructed view of the southern sky in order for the service to function, meaning that no buildings, trees, etc. can block the path between your satellite dish and the SkyWay USA satellite.


Can I use wireless home networking (LANs) with SkyWay USA?

Yes. SkyWay USA is compatible with all major wireless home networking products; however SkyWay USA does not offer technical support for local area networks (LANs). Your installer or dealer or LAN equipment provider may provide assistance if needed.


How much will installation cost?

SkyWay USA will arrange installation by a professional installer for $149.95, which includes the standard installation outlined above. Cost for additional services such as pole mounting are established between you and the professional installer. If you purchase SkyWay USA through a SkyWay USA Dealer, ask for an estimate at the time of purchase. If you buy directly from SkyWay USA, we will present you a list of qualified installation professionals. Click here for a listing of authorized SkyWay USA installers that can provide you with an estimate. You should always request a written estimate from your authorized SkyWay USA installer.


Who is responsible for licenses, permits, landlord approvals, etc. that may be required for the installation of my satellite dish?

SkyWay USA operates under a general FCC license for the satellite service. You are responsible for all local approvals, permits, landlord approvals, approvals from homeowners associations, etc. When the installer arrives on site, he or she will assume that you have secured any and all required permits, approvals, etc.


Can my Home Owners Association prevent me from mounting the SkyWay USA satellite dish?

No. The FCC has pre-empted Home Owners Association rules preventing the installation of satellite dishes. The SkyWay USA satellite dish is considered under what the FCC calls the "Over-the-Air Reception Devices Rule". This means the SkyWay USA dish is under the same classification as other residential satellite dishes (such as satellite television) and is legally permissible for mounting on your home. Please see http://www.fcc.gov/mb/facts/otard.html for more details.