Frequently Asked Questions – FAQ

What is involved in a setup?

Setup involves the following two steps:

1) Technicians come to your house to do a “site survey”.  During the site survey the technicians will determine if you can get service and what type of equipment will be required.  They will also discuss mounting options and cable runs.  This allows us to plan out the setup in advance so that we can ensure we have the proper equipment and that the set up will be performed to your satisfaction.

2) The Roadrunner Wireless installation crew will come on site to install the antenna and run the cables. In a normal setup an antenna is installed on the outside of your house. From that antenna we bring a cable into the house and connect it to a power supply. From the power supply an Ethernet cable can plug directly into your computer or into a wireless router.

How long does a typical site survey and setup take?
Site surveys usually take around 30 minutes but can take over an hour depending on the complexity of the site. Setups typically take between 1 to 2 hours to complete, although times can vary depending on local conditions.
How do I reboot my antenna?
Your antenna is located outside of your house. This antenna communicates to the devices within your house via a cable that leads to a small power supply. This power supply can vary from model to model but will always have two CAT5 network cables plugged into it, these will resemble larger phone cables. To reboot the antenna you’ll need to remove power from this power supply for 30 seconds, and then plug it back in. There should be a LED indicator light on the power supply. If the LED is not on, there is no power at the power supply, check the outlet and/or call our support team.
Does wireless internet mean I will have a wireless network in my house?
No. Your connection will come inside your home via an Ethernet cable. If you wish to have a wireless network inside your house you will need to install a wireless router. If you do not have a router, one may be purchased or rented from us at any time. If you have your own router, be sure it is secured using a WPA/WPA2 password as per our terms of use.
Does Roadrunner Wireless have any usage caps or other restrictions on how much bandwidth I use every month?
No. Normal users have no restrictions on time or total bandwidth consumption. Your only limit is the maximum speed at which you will be able to download. See out terms of use for more information.
What if I have trouble with my service?

If you experience any issues with your service please call us as soon as possible so that we may correct the problem. We can’t fix problems we don’t know exist! We will fix, for free, any issue related to getting our signal to your house.

Our office is open Monday – Friday 9AM-5:00PM   (505)-891-0448

Where does Roadrunner Wireless's responsibility to provide technical support end?
At the antenna installed on your house. We are NOT responsible for your home network, routers, or the functionality of your computers or other devices. At our discretion, we will provide extended support at the rate of $75USD/hour.
I think I have a virus, what should I do?
First of all don’t panic. This can be common and usually rectified pretty easily. Immediately disconnect the infected computer from the network in order to protect all other devices. Scan the computer using your Anti-Virus as well as an Anti-Malware scan. If the problem persists contact a local computer repair shop for a professinal diagnostic and repair.
I have a question that was not answered here. What should I do?

Just give us a call (505) 891-0448 or email we’ll be more than happy to answer any questions you may have. We’re open Monday through Friday, 9:00 AM – 5:00 PM MST.