Internet Service FAQs

Requirements

What do I need to use your service?

Monthly residential and business customers

• A computer with an active ethernet port
• A router if you will be sharing your connection with multiple computers in your home or office

Hotspot customers

• Any portable laptop, netbook, PDA, iPhone, or other WiFi enable device

Which operating systems do you support?

You can connect to RedZone with any operating system, as long as you have an active ethernet port on your computer.

Do I need a phone line?

No, our system does not require a phone line Your computer connects directly to our wireless bridge, which connects you to our wireless Internet network.

Internet Access

How much does it cost?

Access plan prices vary in different areas. To find a plan in your area visit our services page or use the Service Availability finder on this page. Set-up is an additional one-time activation fee ranging from $50 to $100 (depending upon the plan used) for customers with RedZone supplied equipment, and $0 for customers connecting with their own WIFI gear.

How do I sign up for service?

First check service availability in your area. If service is available and you do not need equipment, you can sign up immediately through the RedZone portal in your area for HotSpot access or monthly recurring access. If there is limited coverage in your area complete our online form so we may determine if you can get service at your location.

What is RedZone's coverage area?

Our coverage area is rapidly expanding. If you would like to see a map of our coverage area, click here. If you are outside of our area please check back with us or contact us for a request for service in your area.

What speeds can I expect from RedZone?

Entry level speeds start at 500k down and 128k up. Our higher-level packages range up to 2.5Mbps down and 1.5Mbps up. Speeds will vary depending upon traffic loading and signal strength.

Can I access my corporate network through RedZone?

Yes, your corporate IT administrator can help you to configure a VPN to access your corporate network over the RedZone network.

WiFi Hotspot Access

If I can see the "REDZONE" SSID when using my laptop equipped with 802.11 wireless card, can I connect without using the RedZone supplied wireless bridge?

RedZone recommends the Ubiquity Nanonstation2 client bridge to improve signal strength and maximize throughput and performance to your computer. Nanostatio2 and mount (both are required) can be purchased from the following retailers:

Netgate.com
-Nanostation2
-Mount

Pasadena Networks
-Nanostation2
-Mount

Configuration instructions to connect the Ubiquity Nanostation2 to the RedZone network can be found here. Contact if you require professional installation (fee applies).

Setup

How do I configure a router to use with my RedZone connection?

Any retail router (Netgear, Linksys, Dlink, Belkin, etc...) will work right out of the box. However, most customers like to customize wireless, and security settings. If you elect to make changes on your router, you need to maintain the following settings to ensure that your router will connect to RedZone:

• My IP Address: set to "obtain IP address automatically, using DHCP". This should be the default setting on the router.
• When asked "Does your ISP (RedZone) require a password? NO, RedZone does not require you to enter a password in your router. Leave username and password fields on the router blank. This should be default setting on the router.

All other settings are configured to your personal requirements, and will not affect your RedZone connection. Follow the instructions from the router manufacturer to make any changes on your router. RedZone recommends that you save the manufacturers instructions, and the setup CDROM for future reference. A power surge in the home can cause a router to reset to default settings. If this happens you will need to re-access the router in order to change the settings once again.

My router seems unstable and sometimes loses the connection to RedZone. Is there anything I can do to stabilize the connection?

RedZone recommends an Uninterruptable Power Supply (UPS) battery backup to power your router. A UPS can be purchased at both local, and online retail shops. A 350VA UPS provides enough battery backup to power most retail routers for at least 1 hour. However, if you plan to use the UPS to power your computer, and other electronics then you should consider units that supply 1200VA or greater.

How do I configure my email to send and receive on the RedZone network?

There are no "RedZone" settings for email. However, for safe and secure communication RedZone recommends the use of password authenticated, SSL encrypted mail.

In an effort to inhibit the proliferation of SPAM, RedZone BLOCKS outbound port 25 traffic. You will need to use alternative ports to send email, or use your mail providers web-based mail application when connected to the RedZone network.

Please follow your email provider's instructions to configure mail settings on your computer.

General

Does RedZone provide email?

Our basic service does not include email. Free email service, with lots of storage can be obtained at:

Google GMail
MSN Hotmail
Yahoo Mail

What are the benefits of using RedZone?

RedZone allows you to connect to the Internet at high speeds for less than most companies offering Cable, DSL or satellite. RedZone's rates are typically a 47% monthly savings vs. competing DSL services, and a 57% savings vs. cable modem service. The system also provides mobility, something no competing service can offer.

Will this allow me to use my laptop anywhere on my property?

No, this is a point-to-point wireless system between a fixed radio unit at your location and one of our many access points.

Where can I use the service?

As a RedZone customer, you can log on and use your connection anywhere within our coverage area.

What security does the system provide?

The RedZone network is protected from unauthorized use and from malicious activity; however, RedZone does not police the Internet and cannot ensure your security while connected to the Internet. Protection of your computer system and files, whether you are accessing the internet through RedZone, or any other wired, or wireless broadband, or dial-up service, is your responsibility. There are certain measures that you can take to ensure your privacy and security. RedZone highly recommends that you conduct all internet-based transactions through secure socket (https://) connections and that you access your corporate network through a secure VPN. You should also subscribe to virus protection, and spyware/adware protection services from a reputable provider.

Are there additional precautions I can take and/or FREE antivirus software I can download to ensure my system's security?

All security systems have limitations, and cannot protect you completely from all the threats on the Internet. redZone recommends that you utilize a router with NAT/Firewall to connect to our network. Be sure that you install and maintain the latest virus and spyware/adware protection software. We recommend the following free software:

PC

• AVG Antivirus
  Antivirus software
• Adaware
  Adware remover
• Malwarebytes
  Malware remover

Mac

• ClamXav
  Antivirus software

How is the RedZone wireless bridge connected to my computer?

The wireless bridge connects to your computer's ethernet port.

Can I connect more than one computer to the RedZone wireless bridge?

Yes, you can connect multiple computers to the RedZone wireless bridge with a standard customer-provided router.

What forms of payment does RedZone accept?

We accept Visa, Mastercard, Discover and American Express.

Will I be charged any set-up fees?

Set-up is an additional one-time activation fee of $50-$100 for customers with RedZone supplied equipment, and $0 for customers connecting with their own WIFI gear.

How can I change my credit card information?

You can either login by clicking on the "Login" link on the RedZone homepage, or you can contact our billing department at (207) 596-5700, option "5" Monday through Friday, 8:30am - 5:00pm.

Do I receive a billing statement?

You will receive an email from RedZone whenever a payment has been made from your account. Charge(s) will also be reflected in your credit card billing statement.

How do I reach tech support?

You can reach us at (207) 596-5700 Monday - Friday, 8:00 a.m. to 5:00 p.m.

What issues does redZone support?

We support providing you with access to the Internet, and we support the wireless bridge that we provide you to access our service. We do provide desktop support services on site or over the phone at a rate of $60 per hour.

Does RedZone Wireless offer Seasonal service?

Yes. In certain markets RedZone does offer seasonal Internet access. To find out if seasonal service is available in your area, go to this page, enter your zip code, select "Residential", and click on "Find Plans." You will then be presented with the types of plans available in your area. If seasonal service is available to you, it will be displayed on that page.

I'm a seasonal customer and have returned or will soon be returning to the area. How do I start my seasonal service?

Simply connect your computer to your network at your seasonal residence and open your web browser. Your browser will be automatically re-directed to a RedZone Captive Portal. Enter your login (username and password), and in a few moments you will be re-directed to a screen where you can recharge your account for 5 months (155 days) of service.

How do I cancel my RedZone service?

Contact our billing department to cancel your service. If contacting via email please provide the following identifying information as part of your request:

Full Name
Address - (billing address)
Telephone number - where you can be reached in the event we need to speak with you
Date - the date you request service cancelation

billing@redzonewireless.com
(207) 596-5700 option "5"
Office hours M-F 8:30AM - 5:30PM.

A $3.00 late fee will be automatically applied to any past due balance that is not paid within 30 days of billing date. Service will be automatically suspended after 45 days of non payment. A $15.00 re-connection fee and any outstanding balance must be paid in full in order to re-connect service that has been suspended for non payment. All RedZone Wireless equipment must be returned to RedZone if service is terminated. Subscriber will incur a $250.00 recovery fee if equipment is not returned to RedZone within 30 days of service termination.

Voice over IP Phone Service FAQs

What sort of equipment is involved?

To have VoIP, there is typically a special little box (VoIP Adaptor) we provide that connects into your broadband router's network jack. This converts Internet packets into something your existing phones can use. There are also phones available for use with VoIP that plug straight into your network jack rather than a telephone jack. VoIP Adaptors differ in the number of lines they support, features, and backup options. We will help you pick one to fit your needs.

You do not need to have your computer on to make or receive calls. This service uses equipment that stays on all the time like your broadband radio or DSL modem.

How do I hook it up?

The VoIP Adaptor typically has three connections on it. It has an ethernet jack to connect to your broadband firewall or network. It has a power wire that plugs into the wall outlet or UPS. It has one or more phone outlets for a telephone or house wiring.

To hook up a telephone, just plug the telephone cable from the phone into the VoIP Adaptor.

To hook your home phone wiring up, there are two steps. RedZone is not responsible for this, as it's your home's wiring not ours. First, disconnect your phone wiring from the phone company by disconnecting it from the phone company test jack or network interface device (NID). This is typically a plastic or metal box near where the phone wire comes to your house. Then you can connect the VoIP Adaptor to any phone jack in the house to provide phone service to the rest of the house. If this process exceeds your comfort or skill level with wiring, then consult a business that specializes in phone/data wiring to do this properly.

Which service should I choose?

If you frequently utilize instate and out of state long distance, we'd recommend the "Unlimited" plan. You will not have to worry about long distance minutes, except for international calls. It's a simple, predictable, and affordable phone service. If you use multiple lines, this might make a good outgoing line to place all calls on. This will keep your main line free for incoming calls and free of expensive toll calls. You could very well pay for the Internet Phone Service simply by eliminating toll calls on your traditional line or by gained business from being more available.

The "Unlimited Local Plus" option is gives you unlimited local calling plus 300 minutes of intrastate and interstate long distance a month.

The "Unlimited Local" option is closest to what a normal overpriced phone lines provides. Calls outside the local calling area are toll calls. If you rarely call long distance, want a second line for the kids, don't have a line and want to supplement your cell phone, or you don't like to call people, this might be a good choice.

What do toll calls cost?

We charge 3.5 cents per minute for toll calls instate, out of state, and Canada. International calls are also affordable but costs vary by country and are too numerous for this page. International calling rates can be found here. We do not provide PIC capabilities where you can specify a different long distance carrier. This prevents the widespread practice of slamming.

How does RedZone Wireless phone service differ from other VoIP services?

The prices differ little, but the way Internet Phone is done and the choices available differ quite a bit.

RedZone Wireless Phone Service can provide local phone exchange numbers in the local Fairpoint areas. Few companies can offer a Camden, Boothbay, or Waldoboro phone number for example. A national provider might provide a Portland or Augusta number. (Nobody can get phone numbers from the independent phone companies such as TDS, Tidewater, or Fairpoint).

RedZone Wireless Phone Service calls go over the Internet a shorter distance. Most VoIP providers have their switching and phone networking equipment in distant places, and the traffic goes through many intermediary paths neither the VoIP provider or the customer has control over. This can be a cause of fluctuations of quality and can make troubleshooting difficult. RedZone uses switching gear located in Portland, Maine. We have business relationships with the companies that provide the paths to this switching equipment in Portland and can provide better reliability and service as a result.

RedZone Wireless Phone Service equipment is setup to work with most RedZone Wireless high-speed Internet plans. (It works with other broadband systems too!) If you need claification if your broadband connection is suitable please contact us at: (207) 596-5700. Typically when the two services are provided by different companies, each company can only go so far when providing tech support or fixing things. Sometimes this leads to finger pointing or mixed communications instead of problem solving. With RedZone Wireless Phone Service and broadband, we can troubleshoot or investigate any part of the combination for better and more efficient service.

RedZone provides a range of equipment choices to best meet your phone needs. Single line VoIP adaptors, VoIP adaptors with POTS (plain old telephone system) failover/backup, multiline VoIP adaptors, and VoIP phones. Most VoIP companies have a one size fits all answer where you get whatever cheap hardware was on closeout that month. We can discuss our equipment options when you order so you get what best suits your needs. We do not profit from selling VoIP adaptors, it is just a necessity for using an Internet Phone Service.

How does RedZone Wireless phone service differ from traditional phone service?

VoIP:

• is less expensive, both for toll and per month use
• has fewer taxes or surcharges than normal phone
• provides choices of phone exchanges
• provides great calling features
• is available without special wiring
• requires electricity to operate
• works with phones, but not modems or credit card machines
• is not regulated by the state of Maine
• services places phone lines cannot

Will I have 911 service?

For Emergency 911 service, address information you provide will be used to identify your phone's location. VoIP phone technology is portable. If you wish for 911 location capabilities to be accurate, that information should be updated by you if you change locations. VoIP requires power for the VoIP adaptor and broadband equipment. If you lose power, VoIP will not work. Many computer stores sell UPSs that can keep your VoIP and broadband running during moderate duration outages.

Will VoIP work with my other equipment (Satellite Receiver/DVR, Fax, Modem)?

VoIP is not compatible with all fax devices. You will need to check your owners manual to disable ECM, and reduce connect speed to 9600 or lower. VoIP cannot work as a modem line. If you need to use a modem, such as for credit card authorization, satellite pay-per-view or Tivo like DVR/scheduling services, you should keep a traditional phone line for that. Non-DirectTV Tivos can be setup to use ethernet instead of phone with the purchase of a USB ethernet adaptor.

If you have an elevator or phone-connected alarm system, you may need to keep a traditional phone line. These are beyond the scope of our technical support though. If you use a phone system such as a key system or pbx, the line from the Internet Phone Service may be able to connect up to a CO line port. This is best attempted by the company that services your phone system, not RedZone Wireless. If you have a VoIP phone system, we can provide the SIP settings needed to use our Internet Phone Service.

Can I keep my current phone number?

If you have a Fairpoint area number, it can be ported to the RedZone Wireless Phone Service. This takes about a week. You can still use your Internet Phone Service while this order is processing, but you won't receive calls to your old number on the Internet Phone service until the the order is complete. This takes time because there are two phone companies that are involved and they have to update various databases.

If you have a phone number from an independent phone company (Tidewater, Lincolnville, TDS, Fairpoint, or another rural company), it can not be ported, as those exchanges are operated differently and under different rules.

Do I have to have RedZone Internet service to use RedZone phone service?

No. RedZone Wireless will also work on other broadband systems; if you can't get RedZone Wireless broadband, our VoIP may work with another broadband service. However, typically when the two services are provided by different companies, each company can only go so far when providing tech support. Sometimes this leads to finger pointing or mixed communications instead of problem solving. With RedZone Wireless Phone Service and broadband, we can troubleshoot or investigate any part of the combination for better and more efficient service.

Will my residential number be listed in the white pages?

No. If you need your number listed in the white pages, you should keep a traditional phone line. You could still use a RedZone Wireless Internet Phone line for your outgoing long distance calls and keep your traditional phone line for incoming calls and white pages listings.

Will my business number be listed in the yellow pages?

Yes. Your number will be listed in the yellow pages. You should keep a traditional phone line for faxing.

Are there any fax machines that work with internet phone service 100%?

No. The use of fax machines is seen by many as a "Dying Art form". Many people have already started using "Fax to Email" type services. Not because of VOIP, but because they are on the road a lot, and don't have carry fax machines with them. With more and more broadband, people are using scanners and sending jpegs and docs end to end. Things that need faxing are being emailed to a fax to email service which automatically converts the doc and faxes it to the other end. It's more convenient, you can save the received docs, you don't have to have or find a fax machine. If you are a VOIP user, and you really have to fax a lot, then you should look into a fax-to-email service. They aren't that expensive each month. Then you don't have any more problems.

If you insist upon having a fax machine you will want to maintain a standard phone line for your fax machine and use your broadband phone service for your phone calls.

Does RedZone offer seasonal phone service?

Yes. Customers can suspend their service during the off-season, for up to 6 months each year. Phone service bills at 50% of standard rates during the off-season period (Example: Unlimited $35.00/mo in service, $17.50/mo suspended). The suspended monthly billing maintains your account, including phone number(s), and all features during the off season period. You must contact RedZone to place your phone into suspended status. Service, and normal billing will automatically resume after 6 months, or earlier at customer request by contacting RedZone to re-activate.