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Sureline Broadband’s FAQ’s


1. Q) What areas do you cover?
A) From the Deschutes River North of Madras, through Bend, and all the way to La Pine. This includes Madras, Agency Plains, Gateway, Terrebonne, Crooked River Ranch, Prineville, Powell Butte, Redmond, Tumalo, Sisters, Prineville, Mitchell, and all areas inbetween. (Additions currently underway for additional cities/areas East and the Valley.)


2) Q) What technology do you use?
A) We use a wireless signal that is broadcasted from one of our many tower locations in Central Oregon to a small dish that resembles a small satellite dish that we place on your roof, side of your house, eve, or you if prefer for asthetic reasons, we can bring out the bucket truck and nest it into a tree.


3) Q) Do I really get the advertised speed all the time? Or does it slow down during peak times?
A) Sureline uses Time Division Multiplexing to ensure that your speeds stay consistent and you get what you pay for.


4) Q) What are my taxes and fee’s?
A) Sureline does not have any hidden fees. We haveseveral packages to choose from. For example, if you choose the $39.99 package and no contract, you will pay $139.99 at the time of install. $100.00 for install, $39.99 for the first month of service.


5) Q) If I decide to get your internet service, what is the process?
A) If you decide that you want to get the best internet in Central Oregon, all you have to do is fill out a sales order form on our website. We will then conduct a site survey to make sure that we will not have any issues at installation time. Most always, we have the technology to answer this immediately, or at times, if your installation area is located in a tough spot, we can get you an answer same day you submit the form. If a Site Survey is needed onsite, or requested by you, we will take the time to meet with you at your residence or business and discuss details. After your form/order submission, we will then call or if unable to reach you immediately by phone, please watch your email, as we will send email you, stating our findings and get you scheduled for your install.


6) Q) When can I be installed?
A) Generally, we run about two weeks out, depending on how many installation teams are running at the time. We schedule such that if you need an immediate install, we can accomodate accordinaly. Please let us know this on the "note" section of your order form, or give us a call and we can work with you to get you scheduled.


7) Q) What are your packages?
A)

  • Download speeds of up to 1 -2 Mbps/Upload 1Mbps $19.00
  • Download speeds of up to 5Mbps $39.00
  • Download speeds of up to 8-10Mbps/Upload 2Mbps $59.00-$69.00
  • Download speeds of up to 20 Mbps
  • Download speeds up to 100Mbps, please phone us for details.
  • We are very creative with any special packages, speeds, and bandwidth you may require or wish to have, just let us know so we can formally get you a quote.


8) Q)Fluctuations during peak usage times?
A)No. Our service uses time division multi-plexing, therefore, your bandwidth will be dedicated even during peak hours. In other words, no fluctuations.


9) Q) How does Wireless Broadband work?
A) Our transport technology is Wimax also known as 802.16 (Wireless). It has the capabilities of going as fast as 300Mbps-1Gig. We mount a small dish on your residence--about one foot in circumference, and some, even smaller. Our network consists of multiple tower sites in Central Oregon connected with fiber and licensed microwaves, with three major carriers for redundancy.


10) Q) Do you guarantee your service?
A)Yes. We are the only Wireless company in Central Oregon to offer Service Level Agreements (SLA's), and we monitor our core infastructure, and every customer on multiple platforms 24/7.

11) Q) Are you local?
A) Yes. Our Service/Billing Team, Technicians, and Network Engineers are all located in Redmond, Bend, Terebonne, and Madras, Oregon; with local, manned offices. Our offices are manned from 8-6:30PM, Monday-Friday, and Saturday from 10:30AM-3:00PM. Of course, you may email us at anytime for immediate responses, or call our office, and you will get a live person whom will direct your questions or concerns to the appropriate team. We offer 24/7 technical support, and always have an on-call team for emergencies in the event you experience one.