 | |||
|
 |
 |
 |
 |  |
 | The following FAQs may help answer many common questions regarding HDN products and services. If you're unable to find your answer, please contact 888.HDN.WIFI or send an email to: -Back To Top- Owner's FAQ
Resident's FAQ
After ordering, how long does it take to deploy the network at my property? Six to eight weeks. During this period, HDN conducts a detailed engineering site design, which requires Owner input and approval. HDN also conducts property management training to fully explain the service and introduce property managers to the marketing collateral and support processes. -Back To Top- -Back To Top- What does the network look like? What is the aesthetic impact? When deploying our network we do our utmost to minimize the visual impact of our equipment to preserve the aesthetic value of the property. Radio transmitters are tucked under the eaves of rooftops to be virtually invisible. DIRECTV requires one satellite dish per building which is mounted on the rooftops or sides of buildings as unobtrusively as possible. All services are installed and mounted without drilling or defacing the buildings. -Back To Top- What does my property management need to do to support your service? We rely on the property manager's to alert existing residents about new services, and to alert new residents about the services during move-ins. Since adoption rates are highest amongst new residents, active and committed property managers are key to successful introduction of new services. -Back To Top- What type of promotions and marketing does HDN do on the property? After launch of the service, HDN throws a new user party, with burgers, demonstrations, fee installation, raffles, etc. We also periodically have on-site help desks and informational seminars. All of these we announce ahead of time with on-site door-to-door flyers. Further, we have on-site marketing materials that support the property management, including informational brochures, posters and banners. -Back To Top- How do you assure coverage throughout the property? HDN has found that for a reliable, robust network the limiting factor is radios per user. We install enough radio transmitters so that the transmitters are never overloaded with users. HDN deploys one transmitter per 10 units, which connects to multiple T1s so that residents can expect speeds over 3.0 Mbps upstream and downstream throughout the property premises. -Back To Top- Can I connect the office and the on-site staff? Yes. We provide free connection to your office and staff. HDN will install and support these connections on-site and in person. -Back To Top- How are the customers billed? How much are they charged? Under a wholesale arrangement (see Pricing Options in Property Solutions) residents are billed per the properties discretion. Most properties bill $15 - $25 per month for basic high-speed wireless Internet service. Owners may bill residents separately, or add fees to the existing rent payment. -Back To Top- Under a direct billing model, HDN sets prices and bills the residents directly. Each month, the resident's credit card is automatically debited for the next month's service. HDN offers competitive prices that rival national cable and broadband companies: $24.99 (Internet), $44.95 (DIRECTV) and $19.99 (digital voice). -Back To Top- What happens if residents have problems? HDN offers 24/7 customer service by web, by email (support@HDN.net) and by telephone (888.hdn.wifi). A technical service representative typically returns calls within 24 hours. -Back To Top- How is HDN different from other service providers? HDN installs in-building wireless networks for full property coverage. HDN offers co-branded, property specific services tailored to the MDU market such as rent collection, maintenance, trouble ticketing and property announcements. Further more, HDN provides “cradle to grave” services from installation, launch to ongoing marketing and customer service to minimize the impact on property management staff. We're here to help. -Back To Top- How do residents connect to the network? Residents simply associate to the HDN signal with their wireless device (very easy) and open a web browser (i.e. MS Internet Explorer). The browser is automatically redirected to the property's branded splash page. On this co-branded page, the residents register for service either using a property activation code or with a credit card. Once registered, residents select their own unique username and password. Then, the resident will only need to log on using the username and password once a day. -Back To Top- Is the network secure? Extremely. All sensitive user data is secured using 128-bit encryption using a standard feature in all web browsers known as SSL. This is the same encryption used by banks with their on-line interfaces (often you'll see a little padlock in the lower right corner of the web page when this is in effect). -Back To Top- How do the speeds compare to DSL and cable? Fast, fast, fast. Depending on the property, HDN can offer speeds at a minimum of 3.0 Mbps (about 5 to 10 times DSL speeds) up to a maximum of 7 Mbps. The industry expects that soon wireless service providers like HDN will be able to offer over 100 Mbps of throughput which will enable multi-media over the Internet such as IPTV (internet protocol television). -Back To Top- What equipment is required for me to access the wireless network? Any computer that has a wireless card can access the network automatically. This includes most laptop computers. If the computer does not have a built-in wireless card, one can be purchased and easily installed at most electronics stores. -Back To Top- Do I need to install any software in order to be able to see the HDN service from my computer? No, HDN's wireless services can be used immediately once the billing information has been provided. No additional hardware or software is required. -Back To Top- What sort of flexibility do I have as far as choosing the appropriate service plan for my needs? HDN offers high-speed wireless Internet, DIRECTV satellite television services, and digital Internet voice services. You may select all services or only one at a time. -Back To Top- What does it mean if during sign-up I'm told I have provided an illegal username or password? Usually this means that the username or password does not contain the correct number of characters. HDN requires 2-16 letters for the username and 5-12 letters for the password. -Back To Top- I am having difficulty signing up with my credit card. Why might this be? Most likely this issue is simply due to a typing error either with the credit card number or the expiration date. It is also necessary for the billing address provided to match up with the one in the credit card company's system. -Back To Top- I've double-checked my username and password and my credit card information, but I am still unable to sign up. What can I do? If you have been unable to locate the problem contact an HDN customer service representative and they will be happy to provide you with a temporary username and password so that you can take full advantage of our services while we solve the issue. -Back To Top- I am connected to the Internet but seem to have a very slow connection speed. What should I do? First, check your wireless connection to make sure you are connected to the HDN wireless network. If you are connected and are still experiencing slow connection speeds, make sure you don't have other open connections. You can do this by running your spyware or anti-virus program on your computer. -Back To Top- When I try to connect to the Internet, I get a message saying that there is no signal available. What should I do? First, ensure that that your computer is receiving a wireless signal (from any source). Once you have confirmed that your computer is receiving a wireless signal, look for the HDN network amongst the wireless network options. Highlight HDN and click “connect”. In the wireless menus, you can set HDN to be the default wireless service provider, so that HDN will always be the first network that your computer tries to access, which will save you time in the future. -Back To Top- Is it possible to add extra users once my HDN account has been set up? Absolutely. HDN allows for up to three users per account. To add extra users simply go back to HDN's main log in page and click the manage account link. Enter the primary username and password, go to the my services link and then go to set up sub accounts. At this time you will be prompted to enter the new username and password. -Back To Top- |
Questions? We're here to help! 888.436.9434 Toll-Free Customer Service or Email Us
©2007-2008 High Density Networks * Customer Service | Products | Owners & Managers | About HDN | Contact | Site Map