Frequently Asked Questions

There are 3 sections in this FAQ. You may read from the top down or skip a section dealing with Common Questions, our Service or our Technology.

Common questions

At CitEscape High Speed Internet we understand that a key component for successful Internet service is the ability to ask questions as they arise. The talented team technicians that installs your service and maintains our network are in our office to assist you. If our technicians are unavailable when you call and you have to leave a message your call will be returned in a timely manner by someone who can actually help you. Should your internet service ever go down, our technicians can quickly identify the problem, thanks to our Monitored Network, and dispatch someone to come out and get you back online.

How can I upgrade my service to a faster connection?
Upgrading your service with CitEscape can be as easy as making a call or sending an email. Contact us via phone or email. We can verify your information, change the plan you've signed up for, reprogram your equipment and have you back online at a faster speed in about two minutes. If you require a change in hardware, we'll schedule a technician to come out and perform the upgrade. Your contract will not be extended, and your bill will be adjusted automatically.

Are there any limits on transfer-rates or how long I can be online each month?
Simply ... No. Your CitEscape Internet connection has NO monthly limits on how much information you can transfer. There is NO time limitation. Your connection will be available 24-hours 7-days without any bandwidth caps.

Are there limits as to how many computers I can have connected to my CitEscape service?
You can connect an unlimited number of computers to your CitEscape Internet connection. You will need a router in order to connect more than one computer to our service. A inexpensive wireless router can be purchased from CitEscape or from the electronics/computer department of almost any retail store. We offer ones for sale as a convenience for our customers and do not require that you use one from us.

What kind of connection is required to be able to receive the signal for my computer?
If you have a single computer, or if you will be using a wired connection to a router, then your computer MUST have a Network Interface Card (NIC), also known as an ethernet card. You can identify this on your computer by looking for an RJ45 port, which looks like an extra-wide phone jack. You may also choose to purchase a wireless router. Most laptop computers have built-in wireless adaptors, which allow you to connect to a wireless router. You can also connect to a wireless router from a desktop computer by adding a wireless adaptor to the desktop computer.

I want to get another computer. What will it need in order to connect to the Internet?
Your computer will need either a Network Interface Card (NIC), or a wireless adapter (if it will be used in conjunction with a wireless router). Most new laptops come with a built-in wireless adapter In fact, it is very difficult to find a new computer that does NOT have the capability of being able to connect to the Internet.

Do I own the equipment that was installed?
The equipment installed by CitEscape technicians is leased. Rest assured, knowing that CitEscape owns and will maintain your equipment. The lease fee is incorporated into your monthly rate.

With my service being wireless, do I need to worry about security?
There are many different types of wireless technologies. Wireless Internet is often associated with places like coffee shops, but this is not the technology that CitEscape uses. Nobody can sit outside your home with a laptop and connect to CitEscape's signal like they would at the coffee shop. CitEscape uses special multi-layer encryption technology that secures all of the information you send and receive across our network.

Can weather affect my Internet connection?
Your high-speed Internet connection uses the latest technology to give consistent performance in any weather condition. Freezing rain, however, may present a problem in certain areas.

Service Questions

How do I find out if I can get coverage for my home or business?
The quickest way is to examine our coverage area maps. If you are in our coverage area, or near it, give one of our customer service representatives a call. We can confirm coverage in your area over the phone and get your installation scheduled, to get connected with high-speed Internet service as soon as possible.
320-257-7020

I’m on the fringe of the coverage area, is there anything I can do to ensure a good signal?
For many of our "fringe customers", a small tower, tall enough to reach above the trees, provides the necessary means to begin enjoying high speed internet access. Our technicians have the equipment and experience to climb and install service on these self-supporting towers. Before you invest in a tower, please call our office so that we can determine if it would be a viable solution.

What is the process of getting internet service from the time I call CitEscape until I have it installed?
When you call our office, a representative will be able to locate your address and use our detailed coverage map to determine whether or not we can provide service for you. At this time, if you are in our coverage area, an installation can be scheduled. In many cases, installations can be scheduled within 72 hours.

Are there any additional monthly costs, or hidden fees, with the service?
At CitEscape, we know that you don't want us to waste your time, or test your patience, when you ask "How much does it cost?". That's why the prices on OUR website include all those "lease fees", "internet service fees", "access fees" and the other "oops-we-forgot-to-tell-you" fees that other Internet Service Providers don't inform you of until you get their first bill.

Technology Questions

With my service being wireless, do I need to worry about security?
There are many different types of wireless technologies. Wireless internet is often associated with places like coffee shops, but this is not the technology that CitEscape uses. Nobody can sit outside your home with a laptop and connect to CitEscape's signal like they would at the coffee shop. CitEscape uses special multi-layer encryption technology that secures all of the information you send and receive to and from the internet. When you connect your computer with CitEscape, you have a private connection to the internet.

How does Citescape high-speed Internet compare to the speed of dial-up service?
There really is no comparison. You can't fold your laundry while you're waiting for web pages to load with a CitEscape connection. Under ideal conditions, dial-up speeds clock in at a maximum of 56kbps. Realistically, you might see 38kbps. Our slowest connection is more than 20 times faster than dial-up, and is perceived to be 40 times faster during normal internet browsing! You won't just find a difference in speed. You'll find possibilities that never existed before when you go with CitEscape!

What are the advantages of high-speed Internet, compared to dial-up?
There are many advantages, but one definite advantage is that it saves you time while working online. You can download movies, music, and programs without having to wait several hours. Your computer can update itself automatically, keeping you safer from hackers and viruses than you ever were with dial-up. Your internet connection is always on and ready for you to use. You don't need to wait several minutes for your modem to connect to the internet. You will not have the hassle of making your only phone line busy or the expense of purchasing a second phone line to use for the Internet.

Does CitEscape block any ports, or use any bandwidth shaping to limiting my internet capabilities?
No, your CitEscape internet connection is yours and we believe you should be able you use it as you choose. We do not block ports on your connection.

CitEscape has a "Monitored Network". What does this mean?
At CitEscape, our support staff can see the quality of each customer connection on our network. If your service is goes down, we will be able to efficiently diagnose the problem and repair it quickly. 

Can I use my account for file sharing or downloading music and movies?
There is no easy or simple answer to this question. Some file sharing (aka P2P) has legitimate, legal usage. However, there are a large number of people that use the Internet to download and share copyrighted material. We do not encourage illegal activity and if we are contacted regarding illegal internet activity we are obligated to take action. If we trace the activity to your account then you will receive a warning to discontinue. We reserve the right to terminate service at any time for illegal or disruptive activity.

Email or call us with any questions you may have:

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320-257-7020

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