FAQ’s

FAQ’s

Customer Service and Technical Support

Razzolink provides an Internet connection via a wireless antenna system. An antenna is installed on your roof, the eaves of your roof, side wall of your home and in some cases at a site adjacent to your residence. The service technician will make an initial determination and review his finding with you before proceeding with an installation. This antenna is pointed at a nearby Access Point tower, and must have clear line-of-sight (no trees, buildings, or hills blocking the path of the wireless transmission).

When you send and receive information over the Internet, it goes over the wireless link from your radio/antenna to our Access Point. From there that information travels over a backhaul, which is a wireless, licensed point-to-point link to a fiber-optic connection hooked directly to the Internet. Razzolink service has very low latency (or delay) compared to satellite Internet, where signals must travel thousands of miles into space. Razzolink is well-suited for digital phone (also known as Voice Over Internet Protocol/VOIP) and other uses such as VPN’s, streaming video, or online gaming.

Razzolink professionally mounts an antenna either to a non-penetrating mount on your roof, or on your roof’s eaves, on the side wall of your home, or using a remote location based on our wireless signal strength. The technician does an initial signal assessment upon his arrival in order to make a determination as to where the antenna can be placed. Following the technician’s determination, he will review with you what your installation options are. These will be specific to an antenna placement. The technician will then bring an Ethernet cable into your home from the outdoor antenna by drilling a small hole or following an existing entry into the home such as a duct or prior cable, phone or satellite installation entry. If you need additional inside wiring to extend the connection into your home, you many need to hire a wiring contractor or may want to consider using a wireless router (available at computer stores or from our technician) to distribute the connection throughout your home.
We can typically have service installed within several days of placing an order. Once we’ve determined that the service will work at your location, it takes about two or three hours to complete the installation.
Not at the present time. The technology we use is proprietary and requires one of our skilled technicians who is very familiar with our network and is trained to hone in on the antenna/modem installation to our nearest antenna site.
Razzolink will install a single Ethernet jack inside your home. If you have more than one computer, you will need to purchase your own wireless router or upon request, the Razzolink technician has wireless routers for sale. A router acts as a splitter, allowing up to four computers to be plugged in directly, and it also wirelessly sends your Internet signal throughout your home to any computer or laptop with a wireless card. These wireless connections are in addition to the four wired connections available. An 802.11g wireless router typically can be purchased from any computer or office supply store. It is important to note that each active connection is sharing the total amount of bandwidth provided to you based on the service level you select. If you are subscribed to a 3 Mbps service level, and have three users connected to the router, and using the service simultaneously, each user would be allowed approximately 1/3 or 33.33% of the total amount of bandwidth provided or in our service level example 1 Mbps (33.33% or 3 Mbps is 1 Mbps). This would only occur when users are either uploading or downloading data simultaneously.

You can reach Razzolink customer service at (831) 789-8149 or customercare@razzolink.com. Tier 1 customer service is available 24 hours per day, 7 days a week. Tier 2 and Tier 3 customer service is available, Monday thru Friday, from 8:00 AM to 5:00 PM PST. Razzolink’s customer service department handles the following issues:

  • Order placement
  • Order status questions
  • Billing questions
  • Account questions
Customers can reach Razzolink customer service by calling  (831) 789-8149  and press extension 4, 24 hours per day, 7 days a week. If your issue requires a higher level of support, we offer Tier 2 and Tier 3 technical support, Monday thru Friday, from 8:00 AM to 5:00 PM PST.

Billing

Customers may pay via credit card (Mastercard, Visa, American Express, Discover Card).
Razzolink will charge the equipment, labor, installation fees, and monthly service fees to the customer’s credit card (Mastercard, Visa, American Express, Discover Card) following the service installation, your credit card will be charged, and you will receive an order confirmation receipt (statement). Thereafter, your credit card will be billed monthly for recurring service charges. Monthly billings usually take place on the first of each month for that month’s service fees. All monthly service fees will be billed in advance for service being rendered (advanced billing).
Not at this time. Your billing date is tied to the 1st of each month, ONLY. The exception is at the time when you initially start service. All initial fees are charged either on the day that the service is installed or on the following day. Following your initial charges, all future billings occur the 1st of the month.
All Customers will receive an email billing statement ONLY reflecting the charges assessed to your account and the credit card payment applied towards said charges. The billing statement will be emailed to the email address in your account on the 25th day of the month prior. The billing due date will be the 1st of each month, which is when, should you elect, your automatic payment will be processed. Customers will NOT receive a mailed monthly statement for service. Additionally, for your reference, your monthly credit card statement will have a line item reflecting your Razzolink monthly service charge. You can make changes to your billing information and the manner in which you would prefer to have your billing payment managed by logging into your customer portal page.
To make changes to your payment options for your Razzolink account (e.g., credit card changes, change which credit card will be used for payment, etc.) you can log onto your customer portal page. You can also call our customer care center at (831) 789-8149 and hold for a customer care representative to assist you. This telephone support service is available to you 24 hours per day, 365 days per year.

Service Offerings

Razzolink provides both residential, small office/home office (SOHO) and commercial business service offerings.
Razzolink’s Residential service offerings include:
  • Wireless broadband Internet access
  • Incredibly fast download speeds
  • Unparalleled upload speeds
  • One dynamic IP address
Razzolink’s Small Office/Home Office service offerings include:
  • Wireless broadband Internet access
  • Fastest upload speeds available – up to 4 Mbps
  • Blazing download speeds – up to 25 Mbps
  • One static IP address
  • Unlimited online time
Your choice of service plans will depend on how you use email and Internet services. Please review our Residential and Business Plan which outlines their respective specifics in order to determine what service plans best suits your internet usage needs. The determination of which level of residential or business service plans should be based on the number of users and what said users, who are sharing a connection, intend to use the service for: streaming video, transmitting large files, online gaming, VOIP, etc. The more users, the more bandwidth (speed) may be required. Residential Business

Email

You must set up your connection and an email client (i.e., an email application) before you can use email. However, email is received in your mailbox even when you are not connected, and ready for download once you connect. Use these settings to configure a Razzolink email address: This applies to razzolink.com email addresses ONLY. Incoming mail protocol: POP3 or IMAP Incoming mail server: pop.razzolink.com Port: 110 for POP3 or 143 for IMAP No SSL Password authentication Username must be the FULL email address (e.g. joe@razzolink.com) Outgoing mail server: smtp.razzolink.com Port: 25 or 587 No SSL Password authentication Username must be the FULL email address (e.g. joe@razzolink.com) Many email clients are available, some are free, while many are not. Be sure that your email client is compatible with your operating system before installing it. Some examples of email clients are listed below:
  • Windows Eudora
  • Windows Eudora Light
  • Macintosh Eudora
  • Macintosh Netscape 4 or later
  • Macintosh Internet Explorer
  • Macintosh Outlook 5
  • Windows Netscape Communicator
  • Windows Netscape 6
  • Windows Netscape Activation
  • Windows 97 Outlook
  • Windows 98 Outlook
  • Windows 2000 Outlook
  • Windows 2002 Outlook
  • Windows XP Outlook
  • Windows Outlook Express
After signing on, you can use your email software to send or receive email. You typically can check your mail by clicking an icon on the toolbar or selecting a menu option, depending on the software.
Razzolink customers can use Web mail to check their email from any computer with Internet access. You will need to know your email user name (your email address) and password. To sign in to Web mail, go to webmail.razzolink.com
To add additional IP addresses you must order them via Razzolink’s Web site or call (831) 789-8149 and speak to a customer care representative Monday through Friday from 8:00 AM to 5:00 PM PST.

Internet Troubleshooting

To help assist you with support, the following is a list of common issues that are easily resolved by following these simple troubleshooting tips:

The loss of your internet connection may happen for several reasons; however, it usually means that one or more of the devices on your home network has lost connectivity, or may need to be power cycled. Check the following :
  • Make sure that the power adapter ( also called Power over Ethernet Cable or    Pigtail ) for the roof antenna is plugged in and working. (This AC power supply typically has a green LED on it.)
  • Make sure the physical network cables are connected to the wall plug, the computer and to any other network devices. (Router, or VoIP Adapter if you have our phone service as well.)
  • Make sure that all network devices are plugged in and have power.
If this does not solve the issue do the following :
  • Power cycle the roof antenna or radio, by unplugging the power adapter. Wait a minimum of 90 seconds and plug the device back in. NOTE: If the power adapter is plugged into a power strip, power cycle the power adapter itself not the power strip.
  • If you have a router, wireless router or other network device, then power cycle the device(s) by unplugging the power. Wait a minimum of 90 seconds and plug the device back in. NOTE: If the router or other network device is plugged into a power strip, power cycle the router/device itself, not the power strip.
  • Make sure that the Internet and network settings for your computer are correct and reboot your computer. If you are connecting wirelessly with a laptop, make sure the wireless feature is turned on, and you are in range of your wireless router.
If none of the steps above work to restore your Internet connection, please contact Razzolink’s Tier 1 Technical Support department at (831) 789-8149 and press extension 4. This support is available 365 days per year, 7 days per week, 24 hours per day. We also offer Tier 2 and Tier 3 support, Monday thru Friday, from 8:00 AM to 5:00 PM. If Tier 1 Support is unable to resolve your issue, a Trouble Ticket will be escalated to our Tier 2 and Tier 3 Technical Support. You should receive a return call within 24 hours during normal business hours.
Check to make sure that your Internet connection is working by opening your Internet browser. If your connection is not working, see the above section. If your Internet connection is active, then you may have a problem with your email settings. If so, please contact Razzolink’s Tier 1 Technical Support department at (831) 789-8149 and press extension 4. This support is available 365 days per year, 7 days per week, and 24 hours per day. We also offer Tier 2 and Tier 3 support, Monday thru Friday, from 8:00 AM to 5:00 PM PST.
Contact Razzolink’s Tier 1 Technical Support department at (831) 789-8149 and press extension 4. Our Tier 1 Group can assist you with your password and/or user name. This support is available 365 days per year, 7 days per week, 24 hours per day. We also offer Tier 2 and Tier 3 support, Monday thru Friday, from 8:00 AM to 5:00 PM. If Tier 1 support is unable to assist you, a trouble ticket will be immediately escalated to our Tier 2 or 3 support group. You should receive a return call within 24 hours during normal business hours, Monday through Friday, from 8:00 AM to 5:00 PM PST.
The speed of your Internet connection and the speed of downloads may be affected by several factors including:

Viruses on your computer:

Viruses often slow your computer’s performances as they demand processing power and use Internet resources because they often send out massive amounts of information over your Internet connection.

Spyware on your computer:

Spyware, like viruses, often slows your computer’s performances because they demand processing power and use Internet resources. They often send out information over your Internet connection.

Network traffic:

You may experience a slower connection as Internet use from your own home increases due to downloading of large files or multiple users on your home network accessing the Internet connection. If you are attempting to transmit larger amounts of data than your respective service level’s speeds provide for, you could experience slower speeds. The process of downloading/uploading larger amount of data beyond your service level’s bandwidth capability would cause a significant increase in packet loss thereby creating a much slower internet connection speed. If this occurs, you should consider an upgrade to your current service level in order to avoid packet loss.
Be aware of file-sharing software that might allow others to access and download large amounts of data from your computer. Programs such as Morpheus, Kazaa, Limewire, Bit Torrents, for example, by default, will share your connection with others on the Internet. Consider configuring such programs to have uploads and sharing disabled.
If our above recommendations are unable to resolve your issue, please contact Razzolink’s Tier 1 Technical Support department at techsupport@razzolink.com  or  call (831) 789-8149 and press extension 4. This support is available 365 days per year, 7 days per week, 24 hours per day. We also offer Tier 2 and Tier 3 support, Monday thru Friday, from 8:00 AM to 5:00 PM PST.

Other

To determine if Razzolink service is available in your new location, check our Service Areas page or call our customer sales department at (831) 789-8149 and press extension 3. This service is available to you Monday through Friday from 8:00 AM to 5:00 PM Pacific Time.
Razzolink uses a network of powerful base stations and antenna systems to transmit data to and from a small, lightweight wireless modem that attaches to your computer and/or router using an Ethernet cable. Razzolink’s service provides high-speed, secure data transmission using (RF) radio frequency.
Yes. All residential service levels have a 250 GB bandwidth cap. Our business service caps are 500 GB for the X-Stream, 800 GB for the X-Stream Plus and 1 TB (1,000 GB) for the X-Stream Max. Click Here : Data Cap Explanation Page  
No to both. You will, however, be assessed a fee for every GB of data you use beyond your allocated service level cap. You can purchase additional discounted bandwidth packages using your customer portal access  or by calling Razzolink’s Sales Department at 831-789-8149 and press extension 3, Monday thru Friday, from 8:00 AM to 5:00 PM Pacific Time.
No, Razzolink service will not interfere with your cell phone, or other wireless devices.

Contact

  • Business Residential 
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