Frequently Asked Questions

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How does it work?

We built a tower and put specialized, powerful radios on it. We call them "Access Points". An encrypted signal is broadcast out into the valley, and we put a small receiver on the outside of your house. It's slightly larger than the palm of your hand. Your receiver then connects to one of our Access Points. Our technician then brings an inconspicuous cable from the exterior of the home to almost anywhere you'd like, which plugs into your computer or router, and viola! You now have access to the most reliable internet connection you've ever had.

Are there any contracts?

For residential customers, there are no contracts. We believe: if we can provide good service, you won't want to cancel. Why should you be locked into a contract with a provider, and be forced to stay if they don't deliver? What if you're moving and are worried about a cancellation fee? If you are happy, you're going to stay with us. If you're not happy, we'll do everything we can to make it right. In the end, if our service isn't right for you, we wont hold you down. We want you to be happy with your internet experience. Talk about less stress!

What if I need help with something? Or have a question I need answered?

TrueWave does not have a call center. At least, not in the way we've all become accustomed to. And for good reason. Instead, we believe in a dedicated area representative. If you ever have any issues with your service, simply call, text, or email your area rep. For the area's we currently service, that would be Justin. Justin will take excellent care of you. He installs you, he's your service technician, and he is your "call center". When you need a technician to come out, you'll have the same professional at your service every time.

You may also email us at support@truewave.org, and our team will be happy to assist you. In the future, you will be able to login to your account on our website, use our special tools and features to check your connetion for issues, and create support tickets to help us be more effective in responding with the best resolutions.

Does TrueWave offer a wireless router with their service?

No. Maybe one day we will be able to. But for now, it works more in your favor to use a personal router. Keep in mind that the quality of the router you use can effect the wireless service. We have experience with many different makes and models of home, business, and industrial routers. Our technician will be honest in letting you know if your router will ensure a great experience. If you desire, we can provide guidance to in purchasing a reliable router.

Are there any fee's for service calls?

We understand that accidents happen. Whether your dog chews through our cable, or your radio is attacked by gargoyles; if a service call is really needed to restore your service, we've got you covered. For 99% of cases, there will be no charge for a service call. The last 1%? We kindly ask you don't take our equipment scuba-diving. Our gear is amazing, but it only doggy paddles.

Are there any monthly data limits on my usage?

For residential use, there are no restrictions on how much you use our service. What you're paying for is what we strive to deliver, 100% of the time. As long as you're not trying to hack the NSA, or run an international data center in your basement, you won't have any issues.

Business accounts may be subject to use limits, based on the type of business. The average business will be as unlimited as a residential customer.

Will my bill ever change?

Nope. Unless you upgrade or downgrade your service package, your monthly service fee will never increase for the life of your account. Ever.

Just how fast is it?

Let's look at it from this perspective. You want to download a full length, HD movie from iTunes. That's big, right? If you're on our 50mbps plan, you'll be able to download that whole movie in less than a minute. No more waiting for hours. No more starting a large download before bed because it will take so long. Watch a lot of Netflix in your house? Let's just say that it will never re-buffer. (If it does, call us!)

How reliable is it?

Our towers have extensive battery backup systems and generators. Basically, the internet will never go out due to a power outage at the tower. All expected maintenance that might affect your service is done after everyones asleep on weekdays. We use the best equipment possible, and we're always looking for the latest and greatest. We want you to be so satisfied that you stay forever. That means doing our best to keep you online, and be up-to-date with technology.

"Learn from yesterday, live for today, hope for tomorrow. The important thing is not to stop questioning."
- Albert Einstein