CIBOLA INTERNET FREQUENTLY ASKED QUESTIONS
General Questions | Service and Billing Questions | Technical Questions
How long has Cibola Internet been in business?
Since 1995. Cibola Internet is one of the oldest Internet Service Providers in New Mexico.
What is wireless Internet service?
Wireless Internet access is a way for you to connect to the Internet without having to go over a telephone line to connect. The connection is always on, whenever your computer is turned on.
How does wireless service compare to other broadband services such as DSL and Cable modems?
Wireless Internet access does not reach your home over a cable or phone line. It does not depend on telephone company infrastructure. There are no additional charges from the telephone company like there is with DSL. The Set-Up fee is less than DSL. Wireless can be deployed immediately, DSL and Cable are not available in all areas that are served by our wireless network. and may not be available for several years. DSL is distance sensitive (about 3 miles from the phone company switch) wireless has a range up to 15 miles.
Where are the Cibola Internet service areas?
Current Cibola Internet service is available in Albuquerque, Rio Rancho, Bernalillo, Corrales, East Mountains, Sandia Park, Grants, Milan, San Rafael, Mt.Taylor Subdivision , Santa Fe, Las Campanas, parts of Old Santa Fe Trail, Tesuque, Pojoaque, Los Alamos, White Rock, and Highway 14 to Lone Butte. We are constantly working to increase our service area.
To see a graphic illustration of our coverage areas, please visit our Maps page.If you do not see your area listed here or have additional questions please call your Cibola Internet Account Representative at the Cibola Internet number nearest you, or contact us by e-mail at sales@cibolainternet.com for more details.
What are the speeds available?
We offer 6 standard plans with a range of download / upload options. Please see our Pricing page to compare plans and find the right plan for your needs.
What if I don’t own my building?
The prospective Cibola Internet customer should get permission from their Landlord or Homeowners’ Association to verify antenna mounting requirements.
What is the process for getting service from Cibola Internet?
1. Contact us at the Cibola Internet number nearest you or by e-mail at sales@cibolainternet.com.
2. We will take down your contact and location information and perform an initial survey to determine if we believe we can provide service to your location.
3. Your sales rep wil also discuss our service plan options to determine the right plan for you. Your contract details will be finalized.
4. Your installation technician will contact you to schedule your installation.
5. Your service will be verified upon installation and you will be up and running on the Internet before the service tech leaves your site.
6. Your account will be billed monthly according to your service contract unless other payment arrangements have been made prior to installation.
How much does it cost for monthly service and are there any installation fees?
We offer competitive plans for residential, small office and business-class customers. Please see our Pricing page to learn about all of the standard plans that we offer. If you have further questions please call your Cibola Internet Account Representative at the Cibola Internet number nearest you, or contact us by e-mail at sales@cibolainternet.com.
Is there a contract?
Yes. Please visit our Pricing page to download a copy (Adobe Acrobat Reader software required to view) of our Service Agreement.
How do I pay my bill?
Cibola Internet accepts VISA , MasterCard, American Express and Discover and invoices monthly. US Dollars. All charges will have the appropriate sales tax applied.
Can Cibola Internet host my website? What about my e-mail?
Yes, Cibola Internet offers a full suite of hosting options, including website hosting, e-mail hosting and webmail. Please visit our Services page to learn more about how we can help you to take advantage of the web with our hosting options.If you have further questions, call your Cibola Internet Account Representative at the number nearest you or by e-mail at sales@cibolainternet.com.
What is your privacy policy?
Cibola Internet respects your privacy in all instances, and will never re-sell, transmit, or give away your personal information, except when required by a court of law.
How does the Cibola Internet system work?
Cibola Internet uses a dedicated radio on the customer’s building. The Cibola Internet tower communicates with the customer’s radio via a dedicated, secure, channel. The Cibola Internet Tower connects to the Internet via routers connected to multiple large broadband providers to maintain the best performance and redundancy for the Cibola Internet Network.
It’s radio? Are any special radio licenses required?
No, Cibola Internet Motorola radios operate in the unlicensed spectrum set aside by the FCC to expand broadband services, and in accordance with the Telecommunications Act of 1996, do not require any special licenses.
What size is the Cibola Internet radio?
Depending upon the type of installation; the basic radio is approximately 12”x4”; the remote reflector dish is 18”x15”; and the integrated 900 MHz radio is approximately 18” x 9”. In some cases, a specially engineered antenna may be used.
What does the wireless equipment consist of?
The wireless equipment that Cibola Internet uses consist of a radio unit that measures about 1 foot long, 1 inch thick and 3 inches wide. It weights about 1 pound. Depending on your distance from an access point, a reflector antenna may be required. The reflector consists of a parabolic dish similar to a satellite TV dish. The dish, if required is mounted to a wall or roof. If a roof mount is required, we will install our equipment utilizing a non-penetrating roof mount. There may be an additonal charge if a non-penetrating roof mount is required. Our wireless equipment is connected to your computer and/or network via a CAT5 cable that enters the building through a small 3/8" hole. The customer will need to provide a 110VAC power outlet to connect to our wireless equipment. Cibola Internet strongly urges the customer to provide a small UPS battery backup w/surge protection for the radio unit and firewall if one is installed.
How does the radio get connected to my computer?
Cibola Internet technicians install a radio receiver on your building, usually on the roof. (See FAQ topic “What if I don’t own my own building?”)We bring the high-speed Internet connection into your building using an outdoor-rated network cable. We provide you with a single network jack near an outside wall, and you can use a network cable to connect it to your firewall, switch, or computer.
Can I attach my home or office network to the Cibola Internet Network?
Yes, you can connect your home or business network to Cibola Internet.
How many computers can I connect to the wireless system at one time?
Cibola Internet provides one routable IP address and one Ethernet connection as part of our standard setup fee. Additional IP's are available for a nominal fee. Additional computers will require additional equipment, wiring and cost.
Can I share my connection with my neighbors?
No. Cibola Internet strictly prohibits sharing of your Internet connection with anyone outside of your residence or building.
Who owns the equipment?
The equipment provided by Cibola Internet Services as part of the set-up fee will remain the property of Cibola Internet Services.
How do I get my Cibola Internet email when I am not on the Cibola Internet network?
Cibola Internet provides Web-based email. Simply point your browser to http://www.cibolainternet.com/webmail and enter your email username and password.
Will it work with my Mac?
Cibola Internet works with all computer platforms (including, PCs, Macs, Unix, and Linux); the main criteria are the computer/switch/or firewall must have a 10/100 Base T compatible Ethernet interface, and TCP/IP software must be installed on the computer.
Recommended Systems are: Windows 7, Windows Vista, Windows XP, Windows 2000, Mac OS X, and all flavors of *nix.
What radio frequencies do you operate in?
Radio waves in the 5.8 GHz, and 900 MHz frequency bands.
FCC regulated, unlicensed radio frequencies, installed in compliance with manufacturer recommendations.
Are there any health concerns?
The radios operate at a lower power than the typical cell phone. Cell phones can operate up to 3 watts or more, while our equipment by law must operate at less than 1 watt. Our radio equipment is located on your roof, your cell phone is usually located next toyour head.
Is it Wi-Fi?
No, it is not Wi-Fi, but the Cibola Internet CPE radios are fully compatible with the Ethernet interface (the jack) on your WiFi router, so you can plug it right in to our system.
What is CPE?
Customer Premise Equipment, which is supplied, installed, and owned by Cibola Internet.
Is Cibola Internet secure?
The broadband radios are encrypted from the customer premises all the way back to the Cibola Internet Network Operations Center. The encryption is based upon NIST (National Institute of Standards and Technology- www.nist.gov) standards. Each Ciboal Internet customer radio has a dedicated encrypted channel to the radio receiver, the Secure Access Gateway. The Cibola Internet radios were developed by Motorola with security and performance as the primary concerns.
All data that is transmitted over our wireless network is encrypted and virtually impossible to intercept. If additional security is an issue with your Internet needs, we recommend that you utilize some of the VPN (Virtual Private Network) software and hardware that will encrypt your data before it is transmitted. The receiving party will also have to have this in place to unencrypt your data.
Because your computer will always be connected to the Internet we suggest that you install a hardware firewall to prevent uninvited, unwanted, and unwelcome visitors to your computer. Cibola Internet can provide, install, and configure a hardware firewall device for a nominal fee.
What about weather?
The radios in the Cibola Internet Network were designed to operate in all climates and conditions and the Motorola radios have over three years of intense operation in the USA and offshore.
How does tech support work?
If you are having problems with your connection to the Internet, please contact the nearest Cibola Interent support office. Live technical support is provided Monday through Friday during normal business hours (8 am to 5 pm MST). After hours and weekends, our service techs monitor operations and will perform emergency service to our towers and equipment as needed.
Grants (505) 287-2159
Albuquerque (505) 345-0128
Santa Fe (505) 424-6633