FAQs

FAQs

SUPPORT FAQs

Q: Can I change plans at anytime?
A: Any Bluespan customer can upgrade to a larger plan at anytime, with no extension of contract. Reducing a plan may incur a charge.

Q: Can I receive a refund?
A: We guarantee our services and will make every effort to fix a service if it is not performing as promised. Refunds are based on a Bluespan Wireless Review.

Q: What is meant by unlimited?
A: Cellular, satellite, and now cable providers are imposing data caps or data limits and imposing charges for additional data. We offer unlimited data plans, so you can essentially stream all you want.

Q: What happens if I sell my business/home or move?
A: Bluespan will allow any service contract to be moved to the new location - we do charge a new installation fee. In the event that we cannot provide service to the new location, we will allow the contract to be cancelled and we require physical access to the installed equipment. If you're relocating to an out-of-service area, contract cancellation is considered. Contact Bluespan for more information at 520-207-0549.

Q: What if I don't live in Tucson full time?
A: If your Tucson residence is not a full time residence, you have the option to place your account on Interrupt. The following are the main points of the Interrupt option:
-Account must be in good standing
-With a 36-month contract, you can get up to 6 months per year at the reduced rate
-A Interrupt charge of $15 per month will apply while in suspend
-Interrupt mode is limited to 2 occurrences per calendar year and cannot be in increments of less than 30 days per occurrence
-When the account is interrupted, service is shut off, the term is interrupted too.
-When you want to take your account off of Interrupt, call Bluespan at 520-207-0549 and service will be restored within 24 hours. (Please feel free to call us any time before you need service, we will be happy to schedule your restored service on any day you need.)

Q: How long does it take to install?
A: An installation typically takes about 3 hours to install and test. Service can usually be scheduled for install within a week after the proper paperwork has been submitted. It's not uncommon for us to install service in 24 hours, because it's available when you need it.

Q: Is the service affected by rain, strong winds, or other weather?
A: Not normally. We engineer your internet connection to continue to work in heavy rain. Rain Fade is common among satellite service providers but is not a deterrent to our service during the Monsoon weather in Arizona. Our equipment is intelligent and will report to us if the signal is lost or degraded for any reason such as power loss, etc.

Q: How fast is a Bluespan internet connection?
A: As fast as you want to purchase, we don't really have a limit in relation to your needs. We feed our network with business grade Fiber Optics. We are a last mile Fiber Optic provider. Our latency is very low compared to DSL, Cable, Satellites, and other Wireless providers. Our bandwidth can be purchased asynchronously and synchronously. Our connection is about as close to Fiber Optics as you can get in the market without actually investing in a large monthly recurring cost or an uncomfortably long contract term. Simply put, anywhere from 3mb to a Gigabit connection.

Q: So, this is a satellite delivered service?
A: No. Bluespan Wireless is a local wireless microwave service or Fiber Optic last mile provider. Our wireless signal only has to travel a few miles versus satellite service where your signal has to travel thousands of miles creating Latency and slow response times. The distance a satellite signal travels slows down your Internet traffic and causes problems with applications including online gaming, VPN's, remote office access, VoIP, movie streaming, and opening simple applications like a browser. Satellite signals can be affected by weather like monsoon rainstorms called Rain Fade.

Q: How big is the radio that you place on my roof?
A: There are multiple types of radios which we might place on your roof. The smallest is about the size of a 32 ounce cup and the largest is the same size that is used by satellite TV providers. Each install depends on how close you are to a tower site and the bandwidth you want us to guarantee.

Q: How does the wireless service work?
A: The Bluespan Wireless service is a microwave line-of-sight service designed for the delivery of high-speed data, voice, and fax services. We are not a WiFi service, though we are compatible with standard WiFi routers. We install a radio at your location and point that to a tower site which has the best coverage in your area.

Q: How can you provide such quality?
A: Changes in the microwave industry have allowed us to provide a high speed, high quality reliable signal. We use the strongest form of fiber optic internet in Tucson. We also have created a self-healing network.

Q: Do you offer a wireless router?
A: Yes, we do offer residential and business wireless routers. If you have a wireless router of any brand or model we can use it too. Our residential wireless router runs $180 and you will own this device. We will be able to configure it for you as part of diagnosing any connection issues you might have. Business devices are quoted based on the needs we are trying to meet.

Q: I can't connect to the wireless network. What should I do?
A: First check that your computer has a wireless network card, and that it is turned on (note: some laptops have a manual switch to turn the wireless card on and off). Check the strength of your signal by inspecting the wireless signal indicator. Ensure that the quality of your link and signal strength are good. If not, change the location of your computer to capture a stronger signal. Double-check your network settings. Ensure that your settings are adjusted to DHCP, or are set to obtain an IP address automatically.

Q: I am connected to my network, but no webpage loads when I open my browser.
A: Double-check your browser's security settings, and ensure that SSL 2.0 is activated. If a message about the site's security certificate appears, click continue. Make sure that your computer's firewall is not barring your internet access. Make sure that any third-party firewall installed (such as Norton Internet Security, Zone Wall, EndPoint, Norton 360, etc.) isn't blocking your wireless access.

Q: While I use the network regularly, why does the signal or speed will vary from one online session to another?
A: Make sure that you aren't close to any interference sources (microwaves, 2.4Ghz cordless phones, Bluetooth devices, video game devices, other tenants' wireless networks, or any other device running at 2.4Ghz. Try to relocate away from these interferences, or turn them off if you're able. Also avoid physically dense barriers (walls, etc.)

Q: How often do you have downtime? If our service is down what is your response time usually like?
A: With Bluespan, you can expect flawless operation 99.9% of the time. If your business needs exceed this, Bluespan can furnish you with divergent and redundant connections. Bluespan connections are monitored every 180 seconds. Our engineers are aware of outages immediately and can begin remedying the issue often before our customers are even aware of it.

Q: Can someone with WiFi capability near my internet access point login to my private files and data?
A: Wireless can raise concern questions for many customers. But our wireless broadband products utilize carrier-grade toughness and superior performance with enhanced security measures. These features of our wireless security and our seasoned Bluespan network engineers are extremely effective at preventing listening to your network.

PURCHASING FAQs

Q: How do I sign up?
A: Call us at 520-207-0549 or email us at sales@bluespanwireless.com and we can help you get started.

Q: Are there any discounts?
A: Absolutely. Active military and veterans receive a discount on any plan. With some plans, you can also add more services and receive a discounted installation.

Q: Do you offer VoIP telephone service and is your service compatible with Skype, Vonage, or other VoIP services?
A: We offer QOS/COS Quality of Service/Class of service to insure that our VoIP service is guaranteed a priority on the bandwidth. Our broadband service is compatible with almost all VoIP services. We do not block any VoIP ports or services.

Q: My HOA (Homeowners Association) doesn't allow antennas on the roof. Can I get your service?
A: The FCC has ruled many times in the past that your homeowners association cannot restrict you from placing an antenna on your roof for your own use. The FCC web link to the explicit ruling is https://www.fcc.gov/media/over-air-reception-devices-rule. Bluespan installation personnel are sensitive to the aesthetic aspects of our installations and will review the installation plan with you prior to performing any work.

Q: Do I need a phone line?
A: No, we install carrier grade, shielded, Ethernet cable. The same cable that computers and printers are normally connected to in a network. Bluespan service is completely self-contained and does not require any phone line. This removes you from dealing with copper based telephone and cable companies and their deteriorating infrastructure.

Q: How much are taxes and fees?
A: We currently do not charge any taxes or fees on the internet service. Voice and fax services do have fees associated per month. $2.50 E911 fee and 5% USF fee.

Q: Will you use my current wiring?
A: No, we do not use any current wiring in your home, which can be part of why your connection has been less than satisfactory. Old telephone and coaxial cable deteriorates over time. We install a new, higher grade of Ethernet cable into your home. It supports Gigabit data transfers, is UV protected for the Arizona environment, it reduces electrical build up, and is electromagnetically shielded.

Q: I have a DSL or cable modem with Wi-Fi. Will it work?
A: No, those devices are specific to how you receive internet and are not interchangeable. We do not use RJ11 telephone cables or Coaxial cable to bring you internet service.

Q: Can I run a VPN on my internet connection?
A: Certainly, as long as your VPN settings are correctly installed and enabled from your VPN administrator.

Q: Can I stream movies or television from Hulu or Netflix?
A: In most cases, yes, you can stream video via our services. But it is important to know the system requirements from Hulu and Netflix, because streaming video smoothly requires an extensive amount of bandwidth.

Hulu's website shares these recommendations for streaming video:
720p - a minimum of 3.5Mbps downstream bandwidth
480p - a minimum of 1.5Mbps downstream bandwidth
360p - a minimum of 1.0Mbps downstream bandwidth

Netflix recommends these three levels for what they call Video Quality:
0.5 Megabits per second - Required broadband connection speed
1.5 Megabits per second - Recommended broadband connection speed
3.0 Megabits per second - Recommended for SD quality
5.0 Megabits per second - Recommended for HD quality
25 Megabits per second - Recommended for Ultra HD quality (4k)
If you are experiencing issues with Netflix, login to your Netflix account and find "Your Account & Help." Then select "Manage Video Quality" and adjust your streaming to "Good Quality."

BILLING FAQs

Q: When will I be billed?
A: We offer 1st of month and 15th of the month billing; you can pick. We charge your payment via credit or debit cards with Visa and MasterCard logos.

Q: How will I be billed?
A: Your monthly bills will be emailed to you in pdf format. In order to view them, you will need some form of Adobe Acrobat Reader. It is very important that you notify Bluespan representative immediately if you change your primary email address.

Q: When will my credit card be charged?
A: Credit card charges are charged to your account on the 1st of each month.