FAQ

M-22 Internet Project_STACKEDWITHMICHBORDER

Questions

Below are the answers to some of the most common questions we hear.  Any other question we can answer?  

Email us or call 231.794.2180. 

 

 What number do I call if I have a question or update about my service? 

Please call our 24 hour customer service line at 231-794-2180 or email us at project@m22project.com. Typical response time during normal business week (10:00 AM- 5 PM) is usually within the hour.    Response time on weekends and non-business hours ranges from a couple hours to the next business day.  Sending text messages or messages through us our Facebook page is not a reliable way to get your request to us.

How do I pay my bill? 

All billing is done electronically.  Our customers receive an invoice to their email between the 15th and 17th of each month with due date of the 1st of the following month.  We the convenience of autopay.  Deductions are made from either from a bank account or credit card immediately following the issue of the invoice.

Customers may also mail their monthly payment to us at M-22 Project PO Box 332 Traverse City MI 49685. 

Do you offer seasonal plans? 

Yes, we do offer a seasonal plan. The customer chooses from one of our service levels.  The installation fee is $325. With that, the customer has the option for a one time pause within 12 active months. Customer pays $20.00 for each inactive month. 

 

 I don’t want to commit to a 1 or 2 year plan?  Can I still get your service?

Yes, we offer a no committment installation for $425.

What is process for signing up?

The first step is for us to verify that your location can receive a signal and it is strong enough for service. Depending on your location’s elevation, we may need to conduct a FREE on-site signal test.

 

What does the installation cost cover?

Standard installation includes labor, antenna, up to 100 ft of cable and router.

 

What level of residential service will meet my needs? 

Economy Service (5/2 Mbps)  is suitable for light web browsing, social media and on-line bill banking. 

Standard Service (15/5 Mbps) is suitable for streaming video, Smart TV, and teleconferencing.

Premium Service 20/20 Mbps)  is suitable for ultimate gaming, heavy video streaming and home office use.

 

What is my location requires stronger equipment or a specialized installation?

At the time of your scheduled installation, it may be determined that your location may require stronger equipment. Stronger antennas may be necessary.   These antennas vary in cost between $50 and $250. 

In some cases mounting the antenna on a tree or freestanding pole   will provide the location with a better signal. Tree mounts incur a $100.00 additional charge. Pole mounts incur an additional $50.00 charge.   Extra cable is charged at $0.50 per foot.

 

What does the antenna look like?

We use a variety of antennas to provide the best signal.  The type of antenna will be determined at the time of the signal test.  An M-22 Internet Project team member will be able to give you more details once this is completed.

What is involved in the installation?

There will be an antenna professional installed on your building or another location where the strongest signal is detected.  From the antenna we link at Cat5 cable that will run into your house and connect to a power supply.  This power supply will then connect to your network via an Ethernet cable.

 

 Does the service support streaming?

Yes, our network supports streaming video.  If you plan to stream often, we recommend our Standard or Premiere Plan.

What if my connection seems slow at times? 

We ensure that we have enough capacity available in our network to provide a fast service. You should expect that your connection functions well at all times, allowing you good internet access. If you feel you have speed problems, please do the following:

1) Ensure your antivirus is up to date and that your PC is virus free.
2) Ensure that your wireless router (if present) is secure or your neighbours might be hogging your connection.
3) Visit a speed test utility and perform some tests.

Please note that M-22 Internet Project services have “up to” speeds, in line with similar products from other broadband providers. The speeds quoted are not guaranteed and you will see your speed vary a bit from time to time.

Overall, speed of internet connections depends on a number of factors such as peaks and troughs of usage on the M-22 Internet Project  network, busy periods at international peering points and individual websites, distance from M-22 Internet Project relay and the health of your computer/device among other factors.

If you feel your internet connection is consistently too slow, please email us screenshots of your speedtest results and we will be happy to look into it.  project@m22project.com

How can I optimize my connection?

Actual speed experience depends on the distance of computer to your wireless router and the distance and quality of obstruction between the two. For example, a concrete wall may obstruct your signal. The quality of your wireless card in your device will also affect your connection.

What are your terms and conditions? 

Pricing reflects a $5.00 discount for payment via the automatic debit by checking or credit card account. Monthly prices are an additional $5.00 if customer chooses to pay by paper check. Late payments or payments that are declined will be charged a $10.00 billing administrative fee.

 Can I expect additional charges?

In some locations new generation equipment or higher powered equipment may be necessary to receive our signal. New generation equipment charges range from $50.00 – $100.00.  High powered equipment is an additional $250.00. 

 

 

I’m ready to for an installation! What is the next step?

Call us and we’ll schedule an installation. 231.794.2180. 

 

 M-22 Internet Project_STACKEDWITHMICHBORDER