There are a variety of reasons that your Internet service seems slow. When you advise us that you feel your service is slow, we perform a number of checks on your connection, as well as a comparison of your connection to other Rock Solid customers on the same tower. If we find something wrong with your equipment, we WILL send a technician out to your location to fix it. You do not have to be home unless we advise you by phone of this. Most on-site repairs are done on the antenna outside your home or business. If we tell you that the problem is on your side (not a Rock Solid issue), we have verified a number of things that “prove” to us that it is not our issue. We will never tell you this just to get out of solving the problem. Remember, we have hundreds of customers aimed at each tower. If we have a problem with the tower, it will literally affect lots of people and we will correct that problem quickly. If we tell you that the problem is with your router or your computers and you still want us to come out to fix the problem, there MAY be a service charge for this. If we come out and the problem is our equipment, there will be NO charge, but if we plug our laptop into the Internet connection and show you that there is no problem, then a $99.00 service charge may apply.
We WANT to sell you faster service but if we tell you that we cannot, it is likely to be for one of the following reasons:
In addition to the reasons discussed above, sometimes science gets in the way. Our service is delivered to you via microwave radio signals, which work best when your antenna can “see” one of our towers without anything “blocking” or obstructing the view. If we installed your antenna and later a tree or trees grew into the path of the signal, or if a neighbor built a house that blocks the path, or if the antenna has turned or has tipped upward or downward, some changes need to be made, if possible. If you can trim the tree, we strongly recommend that you do. Our installers try to find the best place to mount the antenna, but if you think there is a better place to “see” the tower, let us know. Also, let us know if your antenna has turned or seems to be aimed too far up or down. From our perspective, an antenna can never be “too high” but sometimes our customers want to keep it low, and the installer should tell you if this will cause a problem. If he does, please remember that our goal is to give you the best Internet service possible.
First, we want to remind you that our speeds are advertised as “up to” the speed that you purchased. There are a lot of reasons for this. Remember, we want you to get the speeds that we advertise, but sometimes you will see slower speeds. The reasons for this include:
Most speed tests can be helpful, however, they are not as accurate as they sometimes suggest. We have a speed test server which will give you the most accurate speed evaluation of your connection.
NOTE: We recommend that you run the speed test with only ONE computer connected to the Internet. Turn off ALL other laptops, computers, game stations, smartphones and iPhones. Having any of these connected while running a speed test will give an inaccurate speed. Also, to get an accurate speed test reading, wait at least sixty (60) seconds before running another test.
REMEMBER, we will do everything we can do to make your Internet experience a good one. If we cannot, we will tell you that we have done all we can. We may even recommend that you change to another Internet Provider if we think it is in your best interest. We appreciate your business, but we also will treat you the way we would want to be treated if we were the customer, so we will tell you if we cannot perform to your expectations.