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FAQ

Yes, check out the Wisper Care Plan, only $9.95/Month!

The Wisper Care Plan provides you with peace of mind that your wireless equipment will be maintained with no surprise out of pocket costs to you.  Benefits include a leased router, no charge service calls, and telephone assistance in setting up all your new wireless devices.

 1.  Router 

Confused on which router you need to work with your Wisper Internet?  Wisper will provide you with a wireless router and set up all appropriate channels and Wi-Fi in your home.  Wisper will replace the router at no cost in the event that it quits working.

 Benefits

  No up front cost to purchase a router

   Peace of mind that experts are setting up your secured router and home Wi-Fi system

   Worry free replacement of Wisper supplied wireless routers 

 2.  Service Calls

Did you know that Wisper charges $80 per hour for most service visits?  As part of the Wisper Care Plan, this rate is waived when our support team deems you need a service call. 

Benefits

   New roof and need your dish moved? No problem

   Dog chew through your wires? No problem

   Lightening strike your dish?  No problem

   No surprise charges for service calls

 *Dispatch will schedule your service call for the date / time that the first available tech will be in your area.  An additional charge will apply for expedited calls.

 3.  Connecting Multiple Devices

Did you know that Wisper support technicians can help you connect multiple devices to your Wisper Wi-Fi?  In the past, a fee was charged to connect multiple devices.  Now with the Wisper Care Plan that fee has disappeared.  

 Benefits

   No need to call multiple company’s support lines to set up your new phone, tablet, or gaming console.

   A one-stop shop to get all your devices connected to your Wisper Wi-Fi over the phone in minutes.

If you received a new router from Wisper, or purchased one on your own, please contact tech support during our support weekday business hours so they can provision it for you. Monday - Friday 7:00am - 10:00pm and Saturday - Sunday 9am - 5pm.
We offer "up-to" speeds. If you are paying for the 5Mbps package, you will get as close to 5Mbps as possible. If you have Non-Line-of-Sight equipment because you have trees and obstructions between you and the tower, your speeds will be lower. If you have clear line-of-sight to the tower, you should get the maximum speed. When running a speed test, your results will be measured in Mbps. When downloading files you will see your speed measured in bytes (MB/s), not bits (Mbps).
You can run a speed test here.  Your household shares the bandwidth, so do a speed test when all other computers and devices are turned off.
Computers that are infected with viruses, spyware, malware, or have not been taken in for a routine check-up are the leading cause of your Internet being slow. At a very minimum for computers that are connected to the Internet, Wisper recommends virus protection to be running and up-to-date. If you do not currently have an anti-virus program running, we recommend downloading and installing a free program, such as Microsoft Security Essentials or AVG Anti-Virus.  Another quick (and free) way to boost your speed is to use a different browser, such as Firefox  or Google Chrome.
You can change your package at any time, simply call or email Customer Support. Changing your package does not extend your contract term, but may adjust your billing date.
A router is necessary to connect any wireless laptops or PCs. Our service is wireless from our tower to the radio that we install on your home. The router allows you to connect as many computers to our service as you would like.
Call Support to schedule a paid service visit to remount your outside equipment.
The email program you use is based on personal preference. For some users, our webmail (http://mail.wisperhome.com) is powerful enough. For others, they need the plug-ins and power of a program like Outlook or Thunderbird. Many operating systems have an email program included. To learn how to set up your wisperhome email account, check out our instructional page.
You can read the full policy hereWhile our Internet plans allow you to download an unlimited amount of data, there are laws against downloading certain things, including copyright-infringed works. When we get a DMCA complaint linked to your account, we are required by law to notify you. The first 2 "strikes" are free, and then it's $10 per DMCA complaint up to 12, which is when we have to ask you to find another ISP.
We love it when you love the service enough to tell your friends and neighbors. We offer a referral credit of $25 for each person you sign up. They will also get a $25 credit for signing up. There is no limit to how many referral credits you can get!
Focus Group: Would you like to be a part of our Wisper Focus Group?  We are looking for customers to give us periodic input on what you like and don’t like about your Internet service.  Not much time is needed to commit to this position.  Occasionally you will be asked to fill out a survey or give input on a new project or publication.  You will also be invited to the Wisper office for an in-person focus group.  If you are interested in taking part in the Focus Group, please email marketing@wisperisp.com
Tower Tech: Do you live close to one of the Wisper towers?  Would you be willing to be a local “Tower Tech”?  Wisper is looking for customers who are willing to troubleshoot at the towers when service is down.  No knowledge of high speed Internet or technology is needed.  You would need to be available by phone and be able to travel to your local tower. We will train you and in exchange for your service, we will offer you a discount on your monthly bill.  If you are interested in being named a local tower tech, please email marketing@wisperisp.com.
Spotlight: Would you or your business like to be featured in our monthly update and on the web site?  Please contact marketing@wisperisp.com.
The Billing Department is open Monday-Friday from 8am-8pm.  We can be reached by telephone at 800-765-7772 ext 5 or by email at billing@wisperisp.com.
Yes, you can. To enroll in Wisper’s online bill pay system, please call Billing at 800-765-7772 ext. 5.  Billing will ask you for an email address to send you an email containing a link for you to set up a password to access the online bill pay portal. After you’ve enrolled, you can use your online bill pay from anywhere at (St. Louis and Southern Illinois customers) epay.wisperisp.com or (Southwest Missouri customers) epay-sw.wisperisp.com.
Wisper prefers to do all billing via email. Since we are an Internet and email provider, we find this to be the easiest and most effective way to keep our overhead down. You may use ANY email address you would like to receive our monthly invoices/sales receipts but we can only guarantee delivery to email addresses that we host.
Customers who are set-up with automatic payments will receive a receipt on the date their credit card is processed. If at any time you have not received your invoice or receipt please contact our billing department and we can resend it to you. Policies outlined in the Billing Policy Agreement apply to all accounts.
Your invoice will post to your account on the same date each month.  This date is specific to when you signed up for services.  All bills are due within 20 days from the invoice date.  The bottom of each invoice shows a ‘Please Pay By’ date.  If your invoice includes a previous balance, the original due date still applies and is noted next to the previous balance.
  • Check or money order payments are accepted via mail or can be brought into the Wisper office.
  • Payment can be made over the telephone with a debit or credit card for an additional $1.99 fee.
  • Auto pay, using a debit/ credit card or ACH, can be set-up to automatically process your payment on the day you invoice for services monthly.
  • ACH can be set-up to draft funds directly from a checking account
If your check or ACH is returned to us by your bank for any reason, a $25 fee will be added to your account.                This fee must be paid via cash, money order or debit/credit card.  If you would like to set-up auto-pay, please              contact our billing department.
  • Online Bill Pay is available. To enroll in this free service enter your email in the correct portal listed below and click 'Resend Reset Email.'
         Southern Illinois and St. Louis Customers          South West Missouri Customers
  • There is an additional $1.99 charge to process an ACH, debit or credit card payment over the phone.
  • There is no additional charge for Auto Pay or Online Bill Pay.
Payment is due 20 days after the invoice date; on day 25 our billing system will generate a late fee to the account.  Recurring monthly invoices under $400 with an unpaid balance past the due date will be charged a $20 late fee.  Recurring monthly invoices $400 or greater with an unpaid balance past the due date will be charged a 1.5% late fee.  If a balance remains on the account for 28 days (8 days past the due date) service will be suspended, service will be suspended until the past due balance and applicable fees are paid.  If your account is in jeopardy of being suspended, the Billing Department will email a notification to your designated billing email address. If your account has been suspended, your billing date may change when service is reactivated.  Also, if making a payment online for an account that has been suspended, the service will not be automatically restored unless the full account balance is paid.  If you are only paying the past due balance you will need to contact the Billing Department to have the services restored.
If at any time you need to update any information, please contact our billing department either by email or phone. For your protection, we require identification verification before changes are applied.
There is a $200 fee for canceling services if you have signed a contract and are canceling before the end of your contract term. In order to cancel your service, we require that you notify us at least 10 days prior to your desired cancelation date since we will need to schedule a time with you to pick up our equipment.  If you would like to cancel service please contact the sales department and they can assist you.
To request credit for down-time, send an email to creditrequest@wisperisp.com.
Yes, you can have your whole house wired to work with VoIP phone service, but you will need to make one important change at your house. Failure to implement this change may result in damage to your equipment, which is replaced at your expense. The following instructions are found on our Phone Setup Guide. On the outside of your house where the phone company line comes into your house, there is a box.  If you open the box on the customer access side, there is usually a phone jack with a phone cord plugged into it.  You will need to unplug the phone cord and tuck it away from the jack and close the box back up.  That will disconnect your house from the phone company line.  Then when you hook up the box into any jack in the house, the whole house will be setup for phone service.
Dial 5001 from your home phone. Enter your PIN. If you do not know your PIN, please contact support@wisperisp.com.
No, it does not work with fax. Security systems which use traditional land-lines will not work with Wisper's VoIP Phone service. There are security systems which use the Internet instead, and those are compatible with Wisper's VoIP Phone service, since they do not require a land-line phone connection.
No, at this time this feature is unavailable.
Yes, contact tech@wisperisp.com and they can change this setting for you.
It's not normal, but it can happen. Contact tech@wisperisp.com to see if they can fix the issue.
Your call quality should be good. If it's not, then we will try to fix it for you. Contact tech@wisperisp.com for help.
Sure. There is no contract length for Wisper's phone service. Contact tech@wisperisp.com to cancel. Be sure to return the VoIP adapter to Wisper.
Yes, our network has speeds that support streaming video on sites like Netflix, Hulu, and YouTube.
No. Wisper Internet is wireless and does not require a phone line or cable connection.
We mount a radio on the outside of your home and point it to a nearby Wisper tower. The tower and the radio securely send and receive your Internet content. Wireless radio (CPE) installed on the outside of the home. From the outside radio, we run a cable into your home and install a wireless router. This allows you to connect your wired and wireless devices to the Internet, so everyone in your home can get online. We also secure (encrypt) the wireless router so others can’t “steal” your Internet.
Yes - Many people are under the impression that wireless is not reliable and have heard horror stories about wireless Internet constantly going out.  The difference is in the installation standards. If your signal quality is marginal, we will not install service, avoiding headaches for you, and for our technicians. The Wisper network has an uptime of 99.99%, and is monitored 24/7.
Satellite - most satellites are floating in orbit between 100 and 24,000 miles away. That’s how far your data is traveling – so latency (the delay between the signal being sent and reaching its destination) is going to be much higher than just about any other option. By comparison, your nearest Wisper tower will be less than 5 miles from your house. Wisper latency times (i.e. 30ms) are a fraction of that of satellite (i.e. 400ms). Customers who switch from Satellite to Wisper are often amazed by the improvement in Internet speed and reliability. Unlike Satellite, weather does not affect Wisper service. DSL – Only available in towns, or within a certain distance to the DSL Central Office. Usually requires a phone line, so bundling with phone is usually required. Most DSL speeds are between 1 and 3 Mbps. Beware - the older the phone lines in your town or neighborhood, the slower and less reliable your DSL Internet connection can be. If you are looking to cancel your landline telephone and get Internet only, or you want more speed than DSL can provide, Wisper could be your solution. Cable – It can be very fast.  Cable providers rank highest on lists of companies with the worst customer service. Wisper’s speeds are comparable to cable, and customers enjoy local, friendly, and knowledgeable support. Fiber – It can be the fastest – but it’s not always. Providers can vary a lot – from the speeds they offer and how much they charge, to how long it takes to repair a cut fiber line and restore an outage. It’s not available everywhere, so if you have the option to choose fiber, you might want to look into it if speed is important to you.
Unlike satellite, which can lose signal during heavy rain, weather does not typically affect the wireless signal. There are some exceptions to this, such as, severe storms and ice. Lightening can sometimes damage tower equipment. Wisper monitors the network 24/7, so tower techs know when there is an outage and can work quickly to restore service at all hours. Ice buildup can affect a specific type of antenna called a Yagi. This is the long, skinny, pronged antenna that is only used in areas with no line-of-sight to the tower.
No, as long as the issue lies with Wisper’s equipment – the outside radio, the cabling, and the Wisper router. We service this equipment free of charge. A customer will be charged if they cut the cable or if equipment was ruined on their end. If you want your house rewired, the radio moved (i.e. getting a new roof), or your computer ends up being the problem, then there would be a charge for the visit. Support Technicians can typically troubleshoot to determine if it is your equipment or Wisper’s, and you would be notified if a paid service visit is required.
Yes. If you move to a residence where Wisper is available, you can continue your contract. Wisper can test your new location for free to determine serviceability.  Wisper charges an $80 move fee to re-install equipment at your new location. If you are moving, and we cannot service the new location, the EFT will apply.
Wisper is here to help! You can find tutorials and instructional guides on this website, and you can speak to a local technician over the phone or in person six days a week.