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4G Wireless Broadband Internet
Higher-Speed Internet
Frequently Asked Questions
 

Usage

Do I have to sign a binding contract to sign up for synKro service?

No, synKro has no binding contracts and no hidden fees. We fully disclose what you are buying when you are buying it and how much it costs.

Check out our Return Policy - 30 day refund guarantee of the service charge from the day of activation of your Unlimited Premium service!

How do I pay?

You pre-pay monthly for your service with a credit or debit card that is associated with your synKro account. As a synKro customer you can check your current account status by logging in to your account where you can see your services, your payment history and the next billing date.

 What are the data usage limits for synKro Unlimited Premium™?

There are no limits! SynKro offers Unlimited Premium Internet service - one flat monthly fee for all the broadband Internet you can use! Also, check out our Accelerated Performance Services™!

 What are Accelerated Performance Services™ (APS)?

Speed (bandwidth) is just one factor in your broadband Internet experience. If you are like most people, you might be doing many things at the same time: checking email, browsing the web, playing a game, streaming a song or video, etc. APS allow you to take better control of how synKro's 4G network handles your data. By signing up for an APS, you are asking synKro's dynamic network intelligence to optimize your video, game, voice or download so that it goes as smooth as possible maximizing your satisfaction as a user.

 What does this mean?

It means that we take your Web-Apps experience to a higher level! For instance, if you select an APS for Gaming, you will be truly real time and won't miss any chances to take out your opponent! With the Voice and Video calling APS the picture on your monitor will be as clear as if you were sitting next to each other and so will your voices.

What is Unlimited Premium Mobile?

Having a synKro USB modem plugged in to your laptop gives you broadband Internet access anywhere within synKro's mobility coverage area. You can even enjoy your broadband Internet experience in another town, as long as synKro has mobility coverage there.

In some areas there may be a difference between coverage for fixed service and mobile service because the USB modem needs to be closer to a base station than an outdoor modem. Please call 505-867-3298 for more information.

What if I need a customized Broadband solution for my business?

Higher-Speed Internet offers customized broadband Internet solutions dedicated to your business. Please call 505-867-3298 for more information.

What do I get for my Unlimited Premium Fixed with Professional Installation?

  • Global Tel WiMax Indoor/Outdoor router that is Wi-Fi embedded
  • Battery Back-up with Uninterruptible Power Supply (UPS)
  • Professional installation and support 

Setup and Security

How do I set it up?

It depends on which Unlimited Premium service you have chosen:

Unlimited Premium Fixed service requires an outdoor modem to be placed high up on the outside of your house with a cable pulled inside. The antenna will be pointed toward the base station which will communicate wireless broadband Internet to you. A professional installer will do this for you. 

Unlimited Premium Mobile service - when the USB modem arrives in your mailbox approximately 2 business days after the purchase, you just plug it into your computer and the world is at your fingertips! 

How secure is it to surf on the synKro network?

Your synKro connection is very secure. We use 4G state-of-the-art security protocols that protect your communication with the Internet. These are activated automatically and are operating at all times. No one else can "listen in" to your Internet connection.

Coverage and Equipment

How do I know if I am in synKro's coverage area?

You can also call us at 505-867-3298 and we will check for you.

Can I expand my Fixed service to cover my entire home/business?

Yes you can! Your Unlimited Premium Fixed and Professional Installation includes the Global Tel WiMax Indoor/Outdoor router. This device is Wi-Fi embedded. There is no need to buy any additional equipment!

What types of devices can I use on the synKro network?

With Global Tel WiMax Indoor/Outdoor router you can use any type of device with Wi-Fi capabilities (computers, smart phones, iPhones, Android devices, tablets etc.).

How do I get my synKro device?

This device is part of your service. It will be installed by a professional upon your scheduled service

Can I move my outdoor modem to a new location?

If the move is to another point on the same dwelling, the answer is "yes". The modem has to remain pointed in the exact same direction as it originally was without obstructions between it and the horizon.

If you are moving to new address, please call us to arrange assistance with the move and get you back online as soon as possible.

Is your service affected by the weather?

Weather has no affect on synKro's 4G service

We go to a warmer climate during the winter. Can I suspend my service?

Yes you can! We offer a vacation package that keeps your account active for a low nominal charge for as long as you are gone. Just call us at [phone] to arrange a vacation package. There is no other service charge or hidden fees and you can apply any existing prepaid active service to the vacation service charge. During this time, your modem should be turned off. You will be unable to use the Internet until you call us and reactivate your service.

Does your service still work during a power outage?

The Synkro network is built to the same high standards as other commercial service providers such as cellular and telephone networks. We have our own battery and standby power sources to keep the network running.

We do not supply a backup power source for the outdoor modem at your home. If you do have an Uninterruptible Power Supply (UPS) for your computer system, be sure to have the SynKro power adapter plugged into the UPS power as well. Then, your Internet connection should be good to go as long as the UPS is active. Our outdoor modem draws less than 30 watts. Your USB modem will work as long as the computer itself. 

Disclosure on Service Descriptions

All services (Unlimited Premium and Unlimited Premium Plus) are delivered via a technology known as mobile WiMAX, which is fully defined by the open standard IEEE 802.16e.  The WiMAX networks we use are configured by the synKro cloud intelligence to have a Maximum Information Rate (MIR) of either 4 Mbps downlink and 1 Mbps uplink (Premium) or 6 Mbps downlink and 1 Mbps uplink (Premium Plus).   When network loading increases, the WiMAX technology attempts to maintain the throughput for all active connections at the same relative level and such control is independent of the type of data in use. The impact on the individual's connection speed will be a decrease in both the down and up directions and not necessarily in direct proportion to the stated "up to" speeds.

The WiMAX radio network operates with a nominal baseline latency of approximately 50-75 milliseconds (msec) which is determined  the by the architecture mandated by the IEEE standard. As the network is loaded with users, latency may increase as the radio attempts to maintain its overall performance.   The net effect is that latency will increase for all subscribers by approximately like amounts, up to several times the baseline latency.

The radio network we use operates in radio spectrum shared by others.  While we monitor performance and work to minimize the impact of other users on the Internet experience of our subscribers, interference may arise at any time and is generally out of our control.

All the preceding information is accurate when the radio network is behaving normally and radio conditions are favorable.  By radio conditions, we specifically mean that the radio path between our network and the subscriber locations is unobstructed and there is minimal noise present in the form of  interference. Both obstructions in the path and noise will degrade the radio performance. Such degregations may not impede the overall subscriber experience as the radio will use various technical means to mitigate such conditions until the point where the connection begins to exhibit increasingly poor performance as the conditions degrade past the point where the corrective techniques are unable to compensate.   When that happens, the effective speed of the connection will rapidly decrease and the latency will increase dramatically until the connection become unusable.

Troubleshooting

I can't connect to the synKro network at all.

If you have an outdoor modem, try these troubleshooting steps:

Make sure your synKro device is powered on at the AC Power adaptor.

Make sure that the cable coming from the modem on the outside of your house is attached to the AC power adapter inside the house/building.

Make sure that you have active synKro service. It may be as simple as to purchase another 30 days of service! If you have access to another Internet connection, log in to your account on www.fastinternet4tijeras.com and make a payment or call us at 505-867-3298 and we will help you solve the problem.

If you have an USB Modem, try these troubleshooting steps:

Change the position of your computer. Wireless signals travels through the air and sometimes physical obstructions can interfere with the signal. Near a window may be the best place to be.

If you have access to a different Internet connection, make sure you are in synKro coverage area by entering your current service address at www.fastinternet4tijeras.com  or call us at 505-867-3298 and we will check for you.

If none of this fixes your problem - call us! 505-867-3298.

 

I can connect, but I just get a web page saying that there is a problem with my account. What does that mean?

Often, the problem is minor, maybe your credit card on file has expired. Just call us 505-867-3298  and we can get your service going again in no time!

My synKro service is slower than normal, what should I do?

There are many factors that may impact your connection speed, including type of browser or operating system, overall network traffic, time of day, additional background applications already running (e.g. streaming media, downloading large files).

If you are experiencing consistently slower connection speeds, make sure that all of your connection and security software is up to date.

Run the standard maintenance programs for your PC, including scanning for viruses, spyware and malware. To keep your PC running at its best, we recommended that you perform this maintenance every 30 days.

Email account

How can I get a synKro/HSI email address?
SynKro does not provide email addresses, but HSI does. Just call 505-867-3298 to learn more about an HSI email set up. You can also get a free email address from Google, Yahoo, Hotmail etc, as your personalized email address where ever you are in the world.

General

How do I get my bill?

You will not get a traditional bill, instead you will see your charges when you log in to your account and click on the "My Services" tab. You will be charged for all your services the same date every month. The date is determined by the date that your Unlimited Premium service was first activated - not when it was ordered.

 How do I cancel my subscription?

Just call us at 505-867-3298 and we will cancel your service. If you are a Unlimited Premium Fixed subscriber, we will make arrangements to come and uninstall the outdoor modem. If you have Mobile service you keep the modem you bought when you signed up for service.

 

 

 

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Phone - 505-867-3289, Mon-Fri between 9 a.m. and 5 p.m.