We value our customers. If you have any network or phone queries, please contact us.
BWe value our customers. If you have any network or phone queries, please contact us.

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WiLine Customer Service

How can we help?

    General Questions

  • How can I order WiLine's Business Internet or Phone.

    Ordering is Easy, and you could have our service in a matter of days. You can call us at 1-888-4WILINE or you can complete this form.
    If your property is On-Net, we usually can install our service within 3 to 5 business days. For Off-Net properties a building survey may be required.
    This is a free service and requires no obligation to contract WiLine Services. Normally, even for Off-Net buildings WiLine can deliver service within 30 days from contract signtature.

  • What is an On-Net Property?

    On-Net simply means that WiLine's Internet Services are already available on that property. For Voice services, WiLine can service both On-Net and Off-Net properties. To find out if your property is On-Net, please ring 1-888-4WILINE or complete this simple form.

  • What is an Off-Net Property?

    Off-Net defines a property where WiLine Business Internet isn't available just yet. Some Off-Net properties may require a building survey to see if the necessary requirements are in place to receive WiLine's High Speed Data Service.

  • What is symmetrical bandwidth?

    Symmetrical data connections deliver the same download speeds as uploads. Traditionally, the copper or cable companies would deliver 20 Mbit Download & 5 Mbit Upload speeds. In a symmetrical connection, you would have 20 Mbits for both Download and Upload. This is very significant for businesses using cloud solutions and/or VoIP technology.

  • What is the maximum speed you offer?

    WiLine offers dedicated symmetrical Internet speeds anywhere from 1Mbps to 10,000Mbps.

  • Do you support IPv6?

    Yes, WiLine now supports IPv6 technology througout our network. For more information on WiLine's IPv6 services, please contact us.

  • Can I use a WiLine Connection as a backup to my current system?

    Yes, of course. WiLine will work in tandem with any other Internet Service Provider. Our dedicated staff will be delighted to help you setup a solution that fits your business needs.

  • Can WiLine provide Point-to-Point private connections?

    Yes, WiLine can provide Ethernet Private Line Solutions and Point-to-Point connectivity. For specific solutions, please ring 1-888-4WILINE or complete this simple form and state your requirements. A dedicated account manager will be in touch with you shortly to discuss your requirements.

  • Does WiLine Provide Short Term Contracts for Events?

    Yes, WiLine can provide short term contracts that are ideal for events, short term TV/film productions, etc. Please complete this simple form and a member of our dedicated Events team will be in touch with you.

  • I would like to get your high speed business broadband but my location is outside your coverage area. Do you plan to expand your coverage?

    Yes. WiLine is one of the fastest growing telecommunications companies in California and we are constantly expanding our network of certified buildings. Please complete this simple form and we will inform you as soon as service is available in your area.

  • Are fixed wireless connections less reliable then traditional wireline?

    This is one of the myths about fixed wireless data connections.

    Naval officers, First Responders and high-frequency traders alike rely on fixed wireless for their mission-critical data transactions and transmissions, so clearly it is no runner-up to wireline in terms of reliability.

  • Do you provide a Service Level Agreement?

    Yes, WiLine's Symmetrical Business Internet offers are backed by an industry leading Service Levek Agreement (SLA). You can download our agreement here.

  • Are WiLine connections secure?

    WiLine uses the latest technology in RF equipment and encryption. All the equipment we install use proprietary communication protocols and encryption at the RF layer.

  • How do I submit a support ticket?

    Simply email support@wiline.com and a ticket number will be issued for you.

  • Common Solutions - Data

  • My data connection is down. What do I do?

    The number 1 cause for loss of data connectivity has to do with client side router failure. This can usually be solved within minutes with a simple restart of the router. If this doesn't solve your connectivity problem, check the server room and ensure that all switch units have power and are plugged in. If this is the case, your best option is to call one of customer service representatives on 1-888-4WILINE and select option 2.

  • My Internet speed is very slow. What can I do?
    The causes for a slow Data Connection speed can be varied and could be hard to diagnose.

    Common causes include:
    • - The web address you are trying to reach is experiencing high traffic. Check if your connection is slow for all websites or just one particular domain.
    • - It could be a peak time where users are demanding intense bandwidth within your organization. This means you are reaching the maximum for your circuit and the only option is to upgrade or wait for a period where the usage isn't as high.
    • - There may be a fault or problem with your client side router equipment. I would recommend that you restart your router.
    • - If using a WiFi connection, you may be experiencing some interference or be too far away from your router. A good article on reducing WiFi interference can be found here.

    If none of the above seems to solve the problem, please give a call to 1-888-4WILINE, we are here to help 24x7x365 and will be able to diagnose your probem or dispatch a field engineer if required.

  • Will the location of my Internet router impact the quality of my connection?

    If you're using a ethernet cable connection then the answer is no. However most businesses today use WiFi connections and in this case the answer is definitely yes. Larger distnance and physical obstacles can have a significant impact in network quality within a building. If you're experiencing poor connection speeds or call quality, more often then not is due to internal routing and signaling problems. We will be able to troubleshoot this with you at the handoff if you contact our customer support.

  • Common Solutions - Voice

  • My Phones don't work. What do I do?

    When you have a phone system failure, the first thing you should check is if it is a single line failure or the whole system is down. If it is a single line failure, you should restart your digital phone, this will often solve the problem.
    Another thing to try is your data connection. With VoIP technology, your phones are dependent on your data connection, so if this is down so will your phones.
    However it could be a failure related to other equipment, in this case, ring 1-888-4WILINE or use the WiLine Customer Portal and our customer service team will be glad to run a diagnostics test to identify the causes.

  • The quality of my voice calls is poor. What can I do?

    This is one issue that can have many possible causes. The most common is that you are trying to reach a client on a cell phone in an area of poor coverage.
    Another possible cause for decreased quality in voice connection is that you may be reaching the limit of your data connection which will cause for slower connection. If this is not the case, please phone us at 1-888-4WILINE or use the WiLine Customer Portal


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