FAQ New

How is this service different than satellite?

A fixed wireless signal is not affected by the weather, like satellite internet. Since it is usually not higher than 500 feet, the signal does not travel into the terrestrial atmosphere. Our tower sites are within 15 miles to your location, so there are no latency issues either.

Is the service unlimited?

Our service is unlimited, within reason, and we do have an excessive use policy. When we see that a subscriber is approaching an excessive amount of data in a given month, we will notify the subscriber of the usage.  Usage maximums are defined in our excessive use policy.  We consider an unreasonable amount of data to be anything over 1.25 Terabytes of data, which could only be possible if someone is downloading data 24/7.   If we see you approaching the limitations within the policy, we will notify you via email that you are approaching the policy limitation with information on how to limit your usage.  For details regarding our excessive use policy, please see our acceptable use page at https://www.nmsurf.com/

What happens if my antennae is surge damaged or struck by lightning?

If your antennae is damaged by a surge from a lightning strike in the area or your antennae was directly struck by lightning, your homeowners insurance will cover the cost. The antennae is considered part of the home. We recommend you always plug your antennae and router into a surge protector. We recommend APC surge protectors. You can buy them online or at any computer electronics store.

How do I power cycle my Wi-Fi router? My antennae?

To power cycle your router, simply unplug the router from the power source for 10 seconds, then plug it back in. To power cycle the Wi-Fi router, simply unplug from an outlet and plug back in. DO NOT PRESS RESET OR RESTART.

Am I still responsible for the terms of the service agreement if you cannot give me service the day of installation?

We do not hold you to the terms of the service agreement if we cannot provide you with service.

How do I upgrade my service?

Please call our office at 505-986-1669 #2 during business hours to speak with a billing representative. Most speed upgrades can be done remotely.

My service is not working. How do I get help?

If you are having internet connectivity issues, please power cycle your WiFi router by unplugging the router from a power source, waiting for ten seconds, and then plugging it back in. To determine if the service is not working or if it is simply a WiFi router that isn’t working, please directly connect the service by bypassing the router with cat-5. Please call 505-986-1669 for 24/7 phone technical support. You may also email support@nmsurf.com and a ticket will be created and responded to during normal business hours.  

Are speeds guaranteed?

We do not guarantee that you will receive the speeds subscribed to 100% of the time, due to the inherent nature of the Internet.  Our goal is to get you to at least between 50%-100% of your subscribed speed. If at any time, you believe that you are not receiving at least 50% of your subscribed speed, a technician will troubleshoot your connection remotely and at that point will determine if a service technician will need to be sent to your premises.

Does your high speed internet service support online gaming?

Yes, our service supports online gaming. We have many happy gamers using our service.

How do I test my internet speed?

Please visit http://nmsurf.speedtest.net/ and run a speed test by by-passing your WiFi router and plugging our service directly into your computer or laptop. Please note that by running a speed test over WiFi and not by directly connecting the service will NOT produce an accurate speed test. If you are unsure how to bypass your router and plug the service in directly, please call our 24/7 technical support staff or email support@nmsurf.com for instructions.

Which plan do you recommend?

It depends on what you will be using the connection for. Will there be multiple devices connected at once? Will you be streaming movies? Netflix officially recommends 3Mbps, however if there are 3 or more devices connected at once, we recommend 15 Mbps or higher. The FCC set the new standard for broadband speed at 25Mbps down and 4Mbps up. 

Will weather affect the service?

Unlike satellite, which can lose signal during heavy rain, weather does not typically affect a wireless signal. There are some exceptions to this, such as, severe storms and ice. Lightning can sometimes damage equipment. NMSurf monitors its network 24/7, so we are quick to respond when there is an outage and we work quickly to restore service at all hours.

Do you accept auto-pay?

Yes, we accept auto-pay from your bank or financial institution. We also offer auto-pay for our customers directly through our billing department. If you are interested in setting up auto-pay with NMsurf, please email billing@nmsurf.com or call 505-986-1669 # 2 during business office hours.  

How do I make a payment?

You can make a payment online at bill.nmsurf.com, by phone during office hours at 505-986-1669 or by mail at 1308 Apache Avenue, Santa Fe, NM 87505. Please include your full name, phone number, service address and customer number. 

How much will everything be on the day of the install and can I break the payments up?

Please call our billing staff at 505-986-1669 or email billing@nmsurf.com if you have any questions about what is owed on the day of installation.

Can you schedule a sight survey for free to see if it will work?

We do not execute a site survey until we remotely perform a line of site survey with our various topographic software. is very accurate but unfortunately does not show any trees or buildings that would potentially block a clear line of site. In order to run a line of site with our topographic software,  we will need the exact GPS coordinates of the location. Most of the time, we can look up your GPS coordinates with your street address using Google maps. However, sometimes Google maps is not accurate, especially in Northern New Mexico. We may ask you to email a screenshot with a pointer of your exact location. If it is determined from our TOPO software that the service looks like it will work, we will then send you a service agreement, collect the installation fees, and schedule an installation. In the event that the technician cannot find a clear line of site after performing a site survey on the day of installation,  we will refund your installation fee and not hold you to the terms of the service agreement. We will only perform a site survey in lieu of an installation if it is requested by the customer and they agree to pay $100.00 for a site survey. If it is determined during a  site survey that you are in a clear line of site, normally our office staff will then schedule a later time for an installation and you will be responsible for a $100.00 installation fee as well as the $100.00 site survey that was already paid for. In the event that you request a site survey and pay $100.00 and it is determined by a technician that you are not in a clear line of site, we will not refund your $100.00 site survey payment. We try to kill two birds with one stone by scheduling installations that have the best potential of receiving a signal, so there is no time wasted on either end. We always advise you do not cancel your current service until ours is up and running.

Is there a month-to-month option?

Yes, we provide month-to-month service.

Can we do a 30 or 60 day trial period?

We do not offer trial periods but you can always sign up for a month-to-month plan and then get onto a contract after you have tried out the service. Month-to-month service requires purchasing the equipment outright.

How do I cancel my service?

We require a 30 day written cancellation notice. Please email billing@nmsurf.com.

What equipment is needed for the fixed wireless internet service?

A standard fixed wireless internet installation requires an antenna that is mounted on the roof, a POE or Power over Ethernet adapter and plug, and an Ethernet cable. Our service can then be directly connected with an Ethernet cable or a WiFi router to create WiFi throughout the home or office. Note: Our fixed wireless service is wireless from our nearest tower site to the antennae. A WiFi router is needed to make the service wireless throughout your home or office location. We sell and configure routers for $150.00 that come with a 1 year manufacturers warranty. You can also purchase WiFi routers from Best Buy, Walmart, Amazon, etc. All that is needed is a standard WiFi router.

Is Wi-Fi included in the service?

Our fixed wireless service is wireless from our nearest tower site to your location. We deliver blazing fast broadband internet. A Wi-Fi router is then needed to create Wi-Fi throughout the building.

Do I need to buy a Wi-Fi router from you or can I use my own router?

You are more than welcome to use your own WiFi router or purchase one from us for $150.00. Our service does not require a special type of WiFi router; any standard WiFi router will work with our service. DSL/Router or Cable/Router combinations will NOT work with our service. If you are unsure if a router will work with our service or not, please email support@nmsurf.com or call to speak with a support specialist during business hours at 505-986-1669

What Wi-Fi routers do you recommend?

We recommend purchasing the routers we sell, as they come pre-configured and with a 1 year warranty. We sell standard Wifi routers for $150 or mesh Wifi routers starting at $200. You can also purchase a Wi-Fi router from any computer electronics store. 

Can we lease the equipment instead of purchasing it?

We do not lease the equipment but we do offer a lease to own option if you cannot afford to purchase the equipment outright. Standard equipment is $300.00 up front. You can lease to own the equipment for $29.00 a month on a 1 year term or $15.00 a month on a two year term.

What is the installation fee?

A standard Installation is $100.00.

Is there a long-term contract?

Yes, we offer one and two year contract terms. Contracts come with a term discount. We also offer month-to-month service for those who do not wish to be under a contract. 

Is there an early termination fee for cancelling a long-term contract?

There is a $200.00 early termination fee for a one year term and a $300.00 early termination fee for a two year term or you can also pay off the remainder of your contract if it is less then the early termination fee.  For example, if you only have two months left in your contract, you can just pay two months of service instead of the early termination fee.

Why choose NMSurf Internet?

New Mexico Surf Internet provides high quality, fixed broadband wireless internet service and fiber to the premise to under-served areas in New Mexico. We have been an internet service provider since 1997, first as a dial up provider, then DSL and now primarily fixed wireless and fiber. We are locally owned and operated, so we understand your needs. Our network is monitored 24/7 with very little downtime and we offer 24/7 telephone technical support for all of our internet service packages. We run two redundant Fiber backbone connections running from both Denver and Phoenix, which means more up-time for our customers in the event of an unplanned outage.