FAQ

Service

We have separate plans for business and residential.

For residential subscribers we offer the following 30 day money-back guaranteed plans:

Basic: Bursts up to 2Mbps $59.95/month
Enhanced: 4Mbps – 6Mbps; $79.95 / month
Performance: 6Mbps – 8Mbps; $99.95 / month

Each plan except for Limited has two speeds representing guaranteed minimum bandwidth and typical speed. Note, the typical speed is what you can expect to get most of the time, i.e. it is the average speed over extended period of time and not short lived “Burst Speeds”.

* Limited plan provides an affordable offering that is good for web browsing and email but does NOT support websites and applications consuming a lot of bandwidth e.g. video streaming websites (Netflix, Hulu, HBO, etc), online gaming, peer-to-peer file sharing, and high-resolution video conferencing.

For business subscribers we offer the following 30 day money-back guaranteed plans:

Silver: 15Mbps – 20Mbps; $250 / month
Gold: 20Mbps – 30Mbps; $350 / month

Similar to residential plans, the speeds for business plans represent minimum bandwidth and typical speed respectively. Business plans, on top of exceptional speeds, offer priority maintenance, which is important to ensure that in case of service interruption, your business is back online as soon as possible. All other terms and costs are identical to residential plans.

After submitting the Sign Up form, a representative will contact you as soon as possible to schedule a site survey. A site survey may not be required if the installer knows the location, and is certain that service delivery is viable. Following a successful survey, the installer will perform the installation. In some cases, the installation may not be performed during the same visit as the survey, and a new installation date will be coordinated. During the installation the technician will set up a wireless antenna on your roof or balcony, or a small mast on site.

For home usage we recommend any of the Enhanced/Performance speed plans. The decision really boils down to how you use the Internet and how many devices you connect to the internet. For instance if you stream videos, join video conferencing calls, and/or have multiple devices connected, you might want to choose the Performance or Ultra plan. For other cases the Essential or even the Limited plans might be sufficient.

The Basic plan is recommended for light home usage, mainly email and browsing the web. This plan does not support video streaming, peer-to-peer, or other bandwidth-hungry applications.

Yes, you can change your plan at any time, whether upgrading or downgrading. Changes will go into effect in the next billing cycle, and are limited to once a quarter. Note that upgrades are contingent on verification that we can actually provide the requested service at your location.

With MoTech there are no data usage limits on any service plan!

For the residential plans, the upload speeds are about half the download speeds. The business plans are nearly symmetrical service.

MoTech has over 15 years experience providing High Speed Internet to rural areas with local technical support:

  1. MoTech serves extremely remote and off-grid locations
  2. No data usage limits: you can watch Netflix, Hulu, YouTube, etc.
  3. Minimal latency: enabling a fast and smooth browsing experience, allowing you to:
    • Call using VoIP applications such as Skype, Google Hangout, as well as use VoIP telephony devices.
    • Play online games such as games running on PS3, XBox360, Wii, consoles, etc;
    • Video Conference using applications such as Skype, Google Hangout, etc;
    • Connect to Virtual Private Networks (VPNs)
    • Use many websites that rely heavily on frequent live updating of information (e.g., Google Maps)
  4. Consistent and reliable high speed Internet: leveraging cutting edge technology, our network is continuously optimized to provide consistent speeds and reliable service.
  5. Excellent customer service: our online customer support

There really is no comparison — our service surpasses satellite service in many ways:

Business aspects:

  1. No lock-in contract or activation fees.
    • We do not charge equipment lease fees or require you to purchase the standard equipment up front.
  2. Money back guarantee in 30 days if you are not satisfied with the service.
Technical aspects:

  1. Unlimited data usage (no monthly caps)!
    This cannot be underestimated; satellite plans have a monthly allowance that would typically allow you only to stream a handful of full length movies.

    With our plans (except Limited) you can do so much more than Satellite including:

    • Watch unlimited full length movies in HD.
    • Download or view streaming media content such as online videos (e.g. YouTube), music (e.g. Pandora, Spotify), and Internet radio.
    • Use peer-to-peer applications such as BitTorrent.
    • Downloading or viewing streaming media content such as; online videos (e.g. YouTube), music (e.g. Pandora, Spotify), Internet radio.
    • Download many large applications or files.
    • Upload many home movies, photos, and/or large email attachments.
    • Upload documents to an online backup service.
    • Use web/surveillance cameras for extended periods.
  2. Minimal latency, enabling a faster and smoother browsing experience, allowing you to:
    • Call using VoIP applications such as Skype, Google Hangout, etc.
    • Play any Online Games such as games running on PS3, XBox360, Wii, etc.
    • Video Conference using applications such as Skype, Google Hangout, etc.
    • Connect to Virtual Private Networks (VPNs)
    • Use many websites that rely heavily on frequent on-page update of information e.g. Google Maps
  3. Speeds: our speeds are significantly higher than satellite speeds.
  4. Top of the line wireless access points.
  5. We do not suffer from “rain-fade”, fog or cloud coverage: our service is resilient to weather.
  6. We do not require a clear view of the southern sky.
  7. No restrictions on protocols or application types.

For more technical details on latency and measuring broadband see the FCC report on measuring broadband and FCC Technical Appendix.

For more information on video streaming data usage see for example Netflix’s figures.

Yes, we have local technicians serving each community and available for timely installation and support. See our website for more information.

All of our staff is local to Northern California. The network operations center is in Sebastopol,CA

As a guideline we aim to help out organizations that have a positive impact on the community. On case by case basis, we offer to qualified non-profits discounted plans. To be considered for such plans the minimum requirement is a 501(c)3 active organization with officially registered address at the location where service is requested.

Fill out the form on Motech’s sign-up page.

Billing

A standard installation cost is $200 and includes an customer antenna/receiver, and up to three hours of installation time. Additional equipment or special installation incur additional costs billed based on time and material. Note, this is the cost for both business and residential plans.

No! We provide the standard equipment during the installation for which we do not collect a security deposit. Should you decide to terminate the service, you are required to return the equipment to us within 30 days or a late fee will be charged to your account.

No, MoTech has only month-to-month contracts! You are free to disconnect at any point in time, no questions asked, no early termination fees!

At MoTech, customer satisfaction is of our utmost priority. During the first 30 day post first installation, if you are unsatisfied for any reason with the service provided and wish to disconnect, we will refund your money, no questions asked! This includes the standard installation cost and the first month’s plan cost.

No. If you are a business, you have to choose from one of the business plans.

No, for the standard installation, the equipment is leased to you at zero cost for the duration of the service. Note that our customer agreement requires you to return the equipment if you terminate the service.

We accept payments currently using prepaid, debit or credit cards from all major brands (Visa, MasterCard, American Express, Discover)

Please contact Billing for information at payment@motech.org or (707) 495-3779

Yes, we highly recommend you set up recurring payments to avoid the hassle of performing an individual transaction each month

Please contact Billing at payment@motech.org or (707) 495-3779
Please contact Billing at payment@motech.org or (707) 495-3779

Wireless

Please sign up on our homepage and fill in your information. Once you sign up for a plan, we will schedule an installation during which we will survey your house’s specific location to validate we can provide the desired service. Note, in the absence of line of sight to our relay sites we will unfortunately not be able to provide service.

Depends on the type of antenna we use; one is the size of a shoe and the other is a small dish similar in size to a DirectTV dish.

Yes, you may connect your service to either a router or single computer

The directional point-to-point antennas we use to connect you to the Internet are less than 1/1000th the radiation safety standards set by the FCC, and since they are directional, they have less impact on you than using a cell phone, or from radiation emanating from satellite dishes (e.g. Exede) that typically use higher power levels than our antennas in order to cover the long distances. See the FCC website for more information.

Troubleshooting

First, check to see if the problem is specific to one device or happens for all devices. If you are able to connect from another device then the problem is not with the Internet connection. Second, restart your indoors WiFi router and see if that solves the problem. If the problem persists then please send an email to our customer support. If you do not have any Internet connection and you have not already received an alert, please call us at (707) 824-4605. Up to date Network Outage Information will be announced if problem exists

Most probably we have already identified the problem and are working to resolve it. We provide email, recorded phone messages and SMS alerts upon identifying an issue with your service. In the event you did not hear from us, please send an email to our customer support to ensure a speedy resolution (assuming you can still access the Internet) or call us if you have no Internet connection at all.

MoTech relies on backup batteries for its relay locations that can last up to a few days to provide continual service even during blackouts. Therefore your service would be uninterrupted if you chose the optional battery backup during installation. Naturally, your computing devices would also need to be battery powered. You may also power our gear at your location from a central UPS system to ensure independence from the power grid.