HierComm Networks was founded to operate a new, innovative wireless technology called SERTTM that was developed by our parent company HierComm, Inc. This technology was developed specifically in response to an identified need to eliminate the “rural digital divide” by providing true broadband Internet connections in rural and outlying suburban areas.
After successfully demonstrating it’s new technology in the Town of Wayne, Washington County, Wisconsin, HierComm decided to bring its new technology to market. HierComm Networks, LLC was created to help fulfill the goal of delivering high-performance broadband service in rural areas starting in
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A2. How does HierComm Networks’ Internet connection work?
Each subscriber gets a relatively small antenna mounted on his/her residence or business that establishes a wireless link with an antenna on one of several access points in a town or rural area. Each access point consists of a cluster of antennas mounted on a pole that send and receive radio signals to the subscribers’ antennas. A separate antenna on the pole in turn connects the subscriber to a more distant tower where a direct connection is made to the worldwide web.
This approach, described as a sectoral cellular network, allows the network to use most of its available capacity to connect subscribers to the Internet. In contrast, so-called “mesh networks”, in which each access point also relays signals from other access points, uses a significant amount of its capacity to relay signals to the point(s) with connections to the Internet.
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A3. Is HierComm Networks service as reliable as other Internet services?
While HierComm Networks’ service is new, the experience we gained operating several connections for several months during winter convinced us that the electronic equipment is reliable. Any service that relies on equipment exposed to weather, such as telephones and electric power can be interrupted by weather-related and natural events. Consequently, we can’t guarantee uninterrupted serice, but we will strive always for high reliability in our service.
With HierComm Networks, you’ll enjoy an always-on, always-secure connection that never ties up your phone line.
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A4. Does HierComm Networks
permit mobile connections?
As currently configured HierComm Networks service is not set up for direct access with portable devices. However, with local WiFi on a Subscriber’s premises, a Subscriber will be able to use WiFi-enabled portable devices. Unlike some publicly accessible WiFi hotspots there are no additional access fees charged to the Subscriber in order to use our network.
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A5. What is the difference between hiercommnetworks.com and hiercommnetworks.net?
www.hiercommnetworks.com is the website we use to provide you with information about our company and services, and to permit you to sign up for service. This site is also use to mange your account if your become a subscriber. The www.hiercommnetworks.net website is used by subscribers to access email and other subscriber services.
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A6. Does HierComm Networks offer website hosting?
Yes. Each service plan includes web hosting services for the Subscriber.
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B. Advantages of HierComm Networks
B1. Does HierComm Networks have the same problem that some other wireless Internet services have with interference from trees and other obstacles?
Our network is designed with technology that minimizes the impact of common obstacles like trees. For many wireless services a single tree in the signal path degrades reception enough to break the connection. Any wireless service can be affected by obstacles and geographic features that disrupt radio signals. HierComm Networks has designed its network to provide robust connections and multiple access points in a town to give Subscribers the best available wireless network connection.
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B2. Why is HierComm Networks’ service “symmetrical”, with equal download and upload speeds? Why does it matter?
When discussing network through or speed it is necessary to distinguish between download speed (i.e. how fast web pages appear or files and pictures can be downloaded) and upload speed (i.e. the time required to send photos or files via the Internet. Traditionally, Internet services have chosen to offer much higher download speeds, on the order of 5 to 10 or more times the upload speed.
The reason is that in the past most Internet users spent far more time downloading web pages, files and photos than sending, or uploading, information. Most Internet service providers assume that the historical pattern will continue. However, with the high growth of home-based workers and offices, the rapid expansion of digital photo, video and music sharing, and the explosion in interactive social websites like You Tube, Face Book, My Space, and others, that assumption is becoming less valid.
HierComm Networks is one of very few broadband providers that offer symmetrical download and upload speeds. It may be the only one for which all services are symmetrical.
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B3. How does the speed of HierComm Networks’ compare to dial-up, DSL, cable, fiber optic, satellite and other wireless services?
Comparing throughput, or speed, and price, we believe that our services compare very favorably with competing services and that we provide excellent value for the price of the service.
HierComm Networks Basic Residential service provides a connection at true broadband speeds of 3.0 Mbps and up to 9 Mbps, or more than 50 to 160 times faster than a 56 Kps dial-up, which is the fastest dial-up speed.
The following information was taken from a variety of sources and may not reflect the latest data for any particular service. Nonetheless, the information is representative of the for each type of service.
Download speeds of advanced DSL services, which are typically available only in densely populated areas, can be very fast (>10 Mbps) within a short distance from a switch; however, most users who live farther away will quickly see download speeds decline to 1 Mbps or less. Upload speeds are much lower, in the range of a few hundred megabits per second.
Depending upon the capabilities of the specific network, cable-based Internet services cover a very broad range of download speeds from roughly 2-3 Mbps to over 10 Mps. Rarely, download speeds can exceed 20 Mbps in limited areas. As might be expected, upload speeds are much slower, often around 0.5 to 0.7 Mbps and seldom exceeding 1.5 Mbps.
Fiber optic systems are typically faster than cable networks, ranging up to a maximum of 50 Mbps download speeds for premium service. Most fiber optic connections have slower upload speeds (compared to downloading), but a few premium fiber optic services offer upload speeds up to 20 Mbps in limited areas.
Usually cable and fiber optic systems are available only in urban or more heavily populated suburban areas where a high percentage of residents are willing and able to pay premium service fees.
Most wireless Internet services offer download speeds ranging from 0.7 Mbps to a maximum of 3 Mbps with upload speeds from 256 Kbps to a maximum of 1 Mbps.
Satellite services, which provide service in any region with a view the country, are among the most expensive services with maximum download speeds of 1 to 5 Mbps and upload speeds only range from maximums of 128 Kbps to 300 Kbps, depending upon the level of service.
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B4. How secure is my connection?
HierComm Networks’ wireless technology uses the OFDM transmission protocol and proprietary design standards that enhance wireless data transmission. Although our network operates on unlicensed 2.4 GHz frequencies, the same as WiFi, your connection is secure.
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C. Using HierComm Networks
C1. Do I need a second telephone line to use your service?
No. Our Internet connection is provided wirelessly via the CPE antenna attached to your premises. Consequently, if you currently pay for a second telephone line so that you don’t tie up your telephone while you are connected via dial-up, with our service you would have the opportunity to give up the second line and save the extra monthly telephone charges.
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C2. Can I use my telephone or fax machine when I am online?
Yes. Since HierComm Networks technology uses a separate wireless connection that leaves your phone line free. So, unlike dial-up, you can be online without interfering with your telephone or fax usage.
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C3. Can I use my HierComm Networks connection in more than one location?
Normally, you will only be able to use HierComm Networks connection at the Subscriber’s premises equipped with our proprietary antenna. When you gain access with a laptop computer through another Subscriber’s antenna via WiFi or a direct cable connection, the services available to you are determined by the subscriber’s service plan at that location.
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C4. Can I share my HierComm Networks connection? If so, can all computers be online at the same time?
If you connect a wireless router to our network, you can connect other computers to the network simultaneously. Unless more than one users is sending or receiving very large files, there should be minimal impact on connection speed. One reminder is that under the Subscription Agreement you may not resell our services via a WiFi connection.
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C5. If my network connection is in one room, can I use my computer in another room?
Yes. If you wish to use your computer in more than one place on your premises and your computer is WiFi enabled, it is easy to purchase, install and connect a wireless router to our CPE and connect from anywhere within range of your wireless router.
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C6. Will there be any interference with my WiFi router?
Some customers do experience some interference when using their wireless router. Since HierComm Networks and WiFi use unlicensed 2.4 GHz spectrum, there is some possibility of interference. However, your wireless router routinely operates properly despite many other sources of background noise (stray radio frequency signals) including cordless phones, Bluetooth devices, microwave ovens, and other electronic devices. Moreover, our network uses different communications protocols that permit both systems to differentiate their signals. In addition the antennas are far enough apart to substantially reduce the risk of interference.
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C7. Will I need to make any adjustments to or perform any maintenance the antenna after it is installed?
No. When the technician completes the installation the antenna will be in the best position to send and receive signals and will not require any adjustment. The only time an adjust would be required is if we determine that we could give you better service via a different, access point. If that were to happen, our technician would schedule an appointment with you to reposition the antenna. Our equipment is designed for years of use without repairs. If there is a problem for any reason we will repair it (See the answer to question F7).
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D. Hardware and Software Compatibility
D1. What computer hardware and software do I need to use HierComm Networks?
Our network will operate with any PC, Mac, or server that can communicate via a standard Ethernet connection. Alternatively, if our CPE is connected to a wireless router, your computer only needs to be equipped with 802.xx WiFi. Compatible operating systems include Windows, Macintosh, or Linux. Typically, newer computers will have more memory and more advanced communications software to permit better connections.
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D2. If I already own a wireless router can I use it with HierComm Networks service?
Yes. Our installation terminates with standard Ethernet cable wall jack. You just have to connect your wireless router to the wall jack with standard Ethernet cable.
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E. Getting Service
E1. Can I get HierComm Networks’ Internet service?
Call us at (608) 850-9362 to find out if your address falls in our current service area. If we can reliably list the addresses covered by our service we will post them on our website.
In order to provide quality service to or subscribers, we are introducing our service in phases to different areas. Phase 1 includes roughly the southeast quadrant of the Town of
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E2. How can I get HierComm Networks service?
You can sign up directly on our website or call us at (608) 850-9362.
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E3. If my address is in your current service area are there any other factors that could affect whether I can get service?
Yes. Although our radio signal coverage in our service area is typically excellent, there are a few small areas where signal quality may be affected by a several factors such as topography, dense trees, or unusual “clutter” caused by large structures. For example, we may not be able to serve a home that has no direct line to an access point because it is shadowed by a large hill or surrounded by dense trees.
At the time you sign up or inquire about getting our service we will consult our signal coverage maps to determine whether there may be a problem. It may be necessary to take signal measurements on site before confirming that service is or is not available to you. If signal strength is inadequate at your premises, we may be able to propose an alternative means to serve you.
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E4. When will HierComm Networks offer service in my area?
If HierComm Networks isn’t available in your area yet, check our web site periodically since we will announce additions to our service area as soon as they occur. Or, you can call us at (608) 850-9362.
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F. Customer Service
F1. How do I set up my Internet service and email accounts?
You can sign up for service on our website and set up your primary email account. When the account has been created and the CPE equipment has been installed you can begin immediately using or Internet service. Your can then access your account to add additional email accounts. Or you can call Customer Service at (608) 850-9362.
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F2. Do you have a home page for current customers?
Yes. www.hiercommnetworks.net allows subscribers to sign in directly to access email and other Internet services.
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F3. How do I set up a website with HierComm Networks?
To set up a website with HierComm Networks, please call or email Customer Service.
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F4. Can I buy the HierComm Networks Customer Premises Equipment (“CPE”) rather than lease one?
In order to be able to give you the best service, HierComm Networks prefers to own the CPE. By retaining ownership we are free to upgrade embedded software or hardware without delays. Except for damage caused by a subscriber, we also remain responsible for replacing any equipment that fails prematurely. We also assume full responsibility for disposing of replaced equipment.
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F5. Do you provide customer support?
Yes. At the time of installation our technician will verify the connection and demonstrate how to us our Internet service. If you have questions later about how to use the service you can either call or email Customer Service.
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F6. Will you provide support for problems with my computer or wireless router?
No. While we routinely connect Subscribers’ computer and wireless router to our CPE at the customers’ premises, our staff is not trained to support our vendors’ equipment and software. There are simply to many different types of equipment. We suggest that you contact customer service at either the seller or manufacturer or the PC or router.
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F7. What happens if the Internet connection stops working?
If your connection stop working for any reason, call HierComm Networks customer service immediately to report the problem. We will promptly determine whether the connection problem is in your CPE unit, somewhere in the network, or externally caused.
If the problem is in the network or results from an external cause, we will fix the problem as quickly as is practical.
If a CPE unit fails, HierComm Networks will determine the cause for the failure and replace the CPE unit promtly. If the CPE hardware or software failed, the replacement will be made free of charge. If the CPE was damaged by the subscriber or by a third party, the subscriber or the third party who caused the damage will be responsible for the replacement cost. Sine the Subscription Agreement requires that the CPE in the Subscriber’s possession be covered by Subscriber’s property and casualty insurance company, we may seek reimbursement from the insurance company.
Whatever the cause, we will do our best to restore service promptly and be fair to the Subscriber.
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F8. How and when will I be billed?
Your monthly charges will be posted monthly to the credit or debit card that you gave us for billing when you signed up for our service. Each month the monthly service fee will be billed to your account on the day of the month that your service was initiated. We start billing on the day that the CPE is installed. For example, if your installation occurred on the on the 7th day of the month, your credit card will be charged on the 7th of each month you have our service.
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F9. What are my payment options for my HierComm Networks services?
For your monthly service fee HierComm Networks payments can only be made with automatic monthly charges to a credit or debit card.
For the installation charges and lease of the CPE equipment there are two options. First, you may prepay the total amount with a single payment at the time of installation; this option offers you the lowest total cost. The second option is to pre-pay part of the cost on the day of installation then be billed a low monthly amount for two years; this option requires a 2 year Subscription Agreement.
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F10. Who do I contact for billing inquiries?
For billing questions, please call or email Customer Service.
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F11. How can I change my billing method, billing address, other account information?
To change any billing or account information, please call or email Customer Service.
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F12. How can I change my service plan?
To make changes to your service plan, please call or email Customer Service.
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