We offer "up-to" speeds, so if you are paying for the 10Mbps package, you will get as close to 10Mbps as possible. If you have Non-Line-of-Sight equipment because you have trees and obstructions between you and the tower, your speeds will be lower. If you have clear line-of-sight to the tower, you should get up to the maximum speed.
Technical Support Please call 435-649-9778
Support@Catapulsion.net Please include as much detail as possible.
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Confirm that the computer shows a connection to your network. Depending on its configuration it can roam to a neighboring wireless access point. If it is hardwired to your network make sure it is connected. If you still do not have internet try rebooting the computer and check its connectivity after it has restarted.
Security and Privacy
Before calling support try power cycling your router. Simply unplugg it from the outlet and let it sit for 30 seconds. After it has completely shutdown plug it back in.
The ping command can be used to narrow down the problem. This is accessed via the command prompt on a Windows machine or the terminal window on a Mac. Try pinging your gateway. On many systems the command "ping 192.168.1.1" will accomplish this. If that works try pinging a remote address such as "ping 188.8.131.52". This establishes there is a connection to the internet. Finally try pinging by name "ping google.com". If this works you are connected to the internet and DNS is functioning. If you are still having problems they probably originate in the application you are using.
Your household shares the bandwidth, so do a speed test when all other computers and devices are turned off. We can directly monitor your throughput, call us if you want to know what your actuall usage is.
All devices in your house share your bandwidth. If you have a 10 Meg connection and other devices are using 9 Meg you will only see 1 Meg when doing a speed test. Computers that are infested with viruses, spyware, malware, or have not been taken in for a routine check-up are the leading cause of your Internet being slow. At very minimum for computers that are connected to the internet, Catapulsion recommends virus protection to be running and up-to-date. Another quick (and free) way to boost your speed is to use a different browser, such as Firefox or Google Chrome. Home routers can fail and cause intermittent or slow connections. If you have computers connected directly to the router via ethernet cable you can compare the speed of the hardwired computers to those connected wirelessly. If there is a noticeable difference adjusting the frequency of the router may help. If not you may need a new router.
You can change your package at any time, simply call or email Customer Support. Changing your package does not extend your contract term if you have one.
A router is necessary to connect any wireless laptops or PCs. Our service is wireless from our tower to the radio that we install on your home. The router allows you to connect as many computers to our service as you would like.
Call Support to schedule a paid service visit to remount your outside equipment.
While our Internet plans allow you to download an unlimited amount of data, there are laws against downloading certain things, including copyright-infringed works. When we get a DMCA complaint linked to your account, we are required by law to notify you.
Yes, our network has speeds that support streaming video on sites like Netflix, Hulu, and Youtube.
No. Catapulsion Internet is wireless and does not require a phone line or cable connection.
We mount a radio on the outside of your home and point it to a nearby Catapulsion tower. The tower and the radio securely send and receive your Internet content. From the outside radio, we run a cable into your home and install a wireless router. This allows you to connect your wired and wireless devices to the Internet, so everyone in your home can get online. We can also secure (encrypt) your wireless router so others can’t “steal” your Internet.
Yes - Many people are under the impression that wireless is not reliable and have heard horror stories about wireless Internet constantly going out. The difference is in the installation standards. If your signal quality is marginal, we will not install service, avoiding headaches for you, and for our technicians. The Catapulsion network has an uptime that is better than 99%, and is monitored 24/7.
Satellite - most satellites are floating in orbit between 100 and 24,000 miles away. That’s how far your data is traveling – so latency (the delay between the signal being sent and reaching its destination) is going to be much higher than just about any other option. By comparison, your nearest Catapulsion tower will be less than 5 miles from your house. Catapulsion latency times (ie. 30ms) are a fraction of that of satellite (ie. 400ms). Customers who switch from Satellite to Catapulsion are often amazed by the improvement in Internet speed and reliability.
DSL – Only available in towns, or within a certain distance to the DSL Central Office. Usually requires a phone line, so bundling with phone is almost always a must. Most DSL speeds are between 1 and 10 Mbps. Beware - the older the phone lines in your town or neighborhood, the slower and less reliable your DSL Internet connection can be. If you are looking to cancel your landline telephone and get Internet only, or you want more speed than DSL can provide, Catapulsion could be your solution.
Cable – It can be very fast. Cable providers rank highest on lists of companies with the worst customer service. Catapulsion’s speeds are comparable to cable, and customers enjoy local, friendly, and knowledgable support.
Fiber – It can be the fastest – but it’s not always. Providers can vary a lot – from the speeds they offer and how much they charge, to how long it takes to repair a cut fiber line and restore an outage. It’s not available everywhere, so if you have the option to choose fiber, you might want to look into it if speed is important to you.
Unlike satellite which can lose signal during heavy rain, weather does not typically affect the wireless signal. There are some exceptions to this, such as severe storms and ice. Lightening can sometimes damage tower equipment. Catapulsion monitors the network 24/7, so tower techs know when there is an outage and can work quickly to restore service at all hours. Ice buildup can affect certain types of antennas.
No, as long as the issue lies with Catapulsion’s equipment – the outside radio, the cabling, and the power supply. We service this equipment free of charge. If you want your house rewired, the radio moved (ie. getting a new roof), or your computer ends up being the problem, then there would be a charge for the visit. Support Technicians can typically troubleshoot to determine if it is your equipment or Catapulsion's, and you would be notified if a paid service visit is required.
Yes, if you move to a residence where Catapulsion is available, you can continue your contract. Catapulsion can test your new location for free to determine serviceability. Catapulsion charges an $80 move fee to re-install equipment at your new location.
Catapulsion is here to help! You can find tutorials and instructional guides on this website, and you can speak to a local technician over the phone or in person 6 days a week.
Every time you access a web site, a connection is established from your computer to the web server located somewhere on the Internet. Even though Catapulsion makes your Internet connection fast, Catapulsion cannot control sites on the Internet or the route to get to the web server. Some routes to some web servers are congested or the actual web server is overloaded.
Yes, it is part of our service. Our set up fees cover this process, unless extraordinary installation methods are requested. There is an additional charge for attic crawls, under house crawls or wall fishing.
Yes. Catapulsion uses encryption software for security. We recommend and will configure your wireless router to encrypt the connection within your home. Catapulsion maintains the security of the wireless and IP network, it does NOT guarantee the security of your personal computer. Catapulsion typically recommends a router with firewall capability to prevent outside intrusion into your computer. Viruses and spyware prevention however is up to you.
Absolutely. Our customers can use a VPN from their home to connect to their corporate office. This allows our customers to work from home.