Customer Support
General Information
Technical Information
Services & Prices
Availability Information
Installation Information
Online Safety Tips
Personal Web Space Information
 
General Information

Who is Got SKY?
Got SKY Unlimited is a service provider for WildBlue high-speed satellite Internet access in America. Got SKY's mission is to provide Internet access and support services at affordable prices to residential and business customers.

What is the WildBlue service and where is it available?

WildBlue service is a High-Speed Internet access service for homes and commercial businesses. It is available in virtually every location across the continental United States. You must have a clear line of sight to the southern sky.

What is Got SKY Commercial High-Speed Internet?
The first broadband Internet solution tailored to meet the needs of the business customer. Got SKY Commercial uses Ka-band spot beam satellite technology that dramatically lowers the cost of high-speed Internet via satellite.

Why should I get WildBlue service?
WildBlue service provides access to the Internet at much higher speeds than dial-up access: up to 1.5 Mbps which is more than 30 times faster than dial-up. A whole new world of content will open up to you with your high-speed connection. And with WildBlue service, you get an "always on" connection which means no dialing-in or other delays to get high-speed access to the Internet.

What is the difference between Got SKY Commercial business-class plans and consumer plans?
Business customers demand the highest levels of product performance and customer service. Our service plans are optimized for the business customer. Got SKY offers enterprise installation management, customer service and other value-added services expected from business customers.

What equipment is needed to get the WildBlue service?
It's easy. All you need is a WildBlue mini-dish and a WildBlue modem.

What kind of speed can I expect?
WildBlue will offer different packages that provide you different speed levels. Our core Value Service will offer up to 512 Kbps download speed. We offer other services with up to 1.5 Mbps download speeds. Got SKY's Commercial service offers download speeds of up to 1.5 Mbps and upload speeds of up to 256 kbps.

I Live in a remote area where dial-up is the only service available. Will WildBlue work for me?
Yes! WildBlue High-Speed Internet service can work for you. Our remote clients are very satisfied with the WildBlue high speed connectivity provided by Got SKY. Dial-up Internet access is now a thing of the past.

Technical Information

How does Got SKY's WildBlue service work?
No phone lines or cable lines are needed to receive service. Got SKY Commercial also uses a small 26" X 28" elliptical satellite dish equipped with both a satellite transmitter and receiver for two-way satellite connectivity to the Internet.

WildBlue service is based on the DOCSIS cable modem. The digital broadcast satellite standards form the technical basis of WildBlue Commercial's satellite modem and result in low, competitive customer equipment costs.

What are my minimum computer system requirements to get WildBlue?
Most computers in use today will meet our minimum system requirements. If you don't know your system specifications, please contact us and we can help.

Minimum System Requirements:
PC/ Windows: 500 MHz or faster processing speed, minimum 256 MB Random Access Memory (RAM), and Windows 2000, XP Home, XP Professional, Vista, or Windows7 operating systems. 500 MB of hard drive space and an ethernet card are required.

Macintosh: 867 MHz or faster processing speed, 256 MB Random Access Memory (RAM) and OS 10.4 or higher operating system. 500 MB of hard drive space and an Ethernet card are required.

What operating systems are compatible with the WildBlue service?
Windows/PC: Windows 2000, XP, Vista, or Windows7
Mac: OS 10.4 or higher

Will WildBlue service work with Macintosh computers?
Yes. The WildBlue service is compatible with Macintosh computers.

What Web browsers and email clients does WildBlue service support?
Web Browsers:
> Windows/PC: Internet Explorer 6,7&8, Firefox 1.x, 2.x, 3.x
> Mac: Safari 2.x, Firefox 3.x

Email Clients:
> Windows/PC: Got SKY Webmail, Outlook Express 6.x, Outlook XP & 2003, Thunderbird 1.x, Windows Mail
> Mac: Got SKY Webmail, Outlook 2001, Outlook 2004, Mac Mail, Thunderbird

Does Voice Over Internet Protocol (VOIP) work with WildBlue?
WildBlue currently does not transport VOIP traffic over its network. Online gaming activities may experience performance degradation over the network, including latency effects. IPSec VPN applications may perform poorly over the WildBlue network and are not recommended.

I'm having issues accessing my admintool. How do I access my account?
We are pleased to offer you this new Subscriber Portal, which replaces the “AdminTool.” We believe the Subscriber Portal will improve your ability to manage your account. Click here to view the user's guide.

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Services & Plans

What does WildBlue Residential service cost?
There are three costs - an up-front lease set-up fee which includes professional installation, an $24.95 Shipping & Handling fee, and a monthly service fee for the high-speed Internet access. We offer a variety of packages at different monthly fees. For information on WildBlue residential service plans, click here.

What does Got SKY Commercial service cost?
Service plans tailored to the needs of your business start as low as $49.95 per month. To learn more about Got SKY Commercial Service Plans, click here.

What options do I have to pay my Internet bill?
You may either pay for your monthly service by credit card or EFT (Electronic Funds Transfer). This automatic credit card charge, or EFT deduction, will take place on the 21st of each month. An e-bill will be emailed to your new gotsky.com email address for your monthly recurring charges, please call 1-800-221-3474 if you would like us to forward your gotsky.com email address to another email account. If you would like to sign up for EFT please simply contact us at 800.221.3474.

What charges will my first bill contain?
Your first e-bill will include a prorated amount for the month of installation and will include the full monthly amount for the following month of service. Any applicable taxes will be billed on your first e-bill statement.

What types of email options do I get with my account?
Got SKY offers an advanced suite of Internet services including the commonly used POP3 (like Outlook or Outlook Express) and web-based email options. WildBlue customers will receive between 5 and 10 email addresses. More email addresses and additional capacity will be available for a minimal extra charge.

Do I get web space with my WildBlue account?
Yes. WildBlue provides Google sites to its customers.

Do I get dial-up service with my WildBlue account?
Yes. Got SKY will offer a remote-access dial-up service to its Got SKY customers, allowing customers to access their email when they are not at home or out of the office. Ten hours of dial up is available for a small fee for all plans.

Will you limit heavy bandwidth users?
As is standard with other Internet Service Providers, WildBlue will ensure that its service operates at optimum speeds for all of its customers. Since WildBlue is a shared network, we will have a Data Access Policy to ensure that extraordinary usage by a few customers doesn't negatively affect the normal usage of other customers.

For the vast majority of users, the Data Access Policy will have no effect on their usage. For a few very heavy bandwidth users, the system may restrict their bandwidth and therefore their speed. We plan to offer multiple service levels that should accommodate most users' needs.

Do you offer a limited warranty on the equipment?
Yes, as a Residential customer, during your first 90 days you will receive a 90 day labor/Limited Lifetime WildBlue equipment warranty when you activate service. After 90 days of activation, although warranty equipment parts will be replaced, the customer will pay GSU $99.00 for an "in-home tech visit". GSU is not responsible for networking equipment or peripheral equipment. View our limited warranty policy.

Yes, as a Commercial Account holder you will receive a 90 day labor/24 months parts limited warranty on all equipment at no charge when you become a customer. View our two-year limited warranty. GSU is not responsible for networking equipment or peripheral equipment.

Can I suspend my account during the year?
We have many customers who enjoy lengthy vacations or have summer/winter homes in rural locations.  We are able to suspend your account up to a maximum of six months and a minimum of 30 days.  While your account is in a “seasonal” suspend you are able to access your Got Sky email account as long as you have another source of Internet connectivity.  If your account is suspended for any reason, you will be charged $10.00 per month and your Initial Term will be extended by the number of months suspended.

Are there any cancellation fees?
Yes.
Service Cancellation:
WildBlue customers are required to sign a 24 month contract when they initiate service. If you cancel the Service before completion of the Minimum Service Term or Extension Term, the Termination Fee is equal to the number of months left in your Minimum Service Term multiplied by $15.00.

WildBlue Residential customers who ordered and/or activated as of March 1, 2008 are bound to a 24 month programming agreement. If you disconnect before the 24 month agreement expires there will be a cancellation fee of $30.00 multiplied by the number of months remaining in your contract.

Got SKY Commercial customers are required to sign a customer agreement when they initiate service. If you disconnect your service before the customer agreement expires, there will be a cancellation fee equal to the price of your monthly service multiplied by the remaining number of months in your contract.

Order Cancellation:
If a customer agrees to the terms of the Got SKY Lease and decides to cancel after the WildBlue system has been shipped, they will be responsible for the cost of shipping the system back to Got SKY and a $25 restocking fee in addition to the $24.95 Shipping & Handling fee. If the customer would like Got SKY to send or email pre-paid UPS shipping labels for the return of the equipment, the cost for that is $35. If the installer arrives and finds that there is not any line-of-sight, the customer will not be charged for the return of the equipment, once we receive the equipment back, the customer’s money will be refunded.. All refunds are posted to the credit card provided at time of sale.

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Availability Information

Will your service be available in Alaska, Hawaii or Puerto Rico?
Not at this time. The WildBlue service is available only in the 48 continental United States due to the reach of our satellite signals. At present, we do not have plans to serve Alaska, Hawaii or Puerto Rico.

Can I get WildBlue service in a mobile vehicle like an RV or boat?
Not at this time. WildBlue service was designed for stationary locations like homes and small businesses. We do not offer high-speed service for mobile vehicles at this time.

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Installation Information

What will the installation process be like? Can I install my own dish?
Got SKY professional installers will quickly and efficiently install equipment and activate WildBlue's high-speed service at your chosen location. The satellite mini-dish can be easily mounted on a roof, outside wall or in the ground. A cable from the dish will connect to a satellite modem (a small box usually placed next to the computer), which will connect to your computer via an Ethernet connection. Installation will require an installation professional to make sure that the dish is pointed at the satellite accurately and to verify that all connections are made properly. Self-installation is not currently being offered.

Are there any fees associated with canceling an order?
Yes. If a customer agrees to the terms of the Got SKY Lease and decides to cancel after the WildBlue system has been shipped, they will be responsible for the cost of shipping the system back to Got SKY and a $25 restocking fee in addition to the $24.95 Shipping & Handling fee. If the customer would like Got SKY to send or email pre-paid UPS shipping labels for the return of the equipment, the cost for that is $35. If the installer arrives and finds that there is not any line-of-sight, the customer will not be charged for the return of the equipment, once we receive the equipment back, the customer’s money will be refunded.. All refunds are posted to the credit card provided at time of sale.

Can I use wireless home networking with WildBlue?
Yes. WildBlue service is compatible with most major wireless home networking products.

Do customers have to have a phone line in addition to the satellite connection?
No. WildBlue's service offers an efficient 2-way high-speed connection that requires no phone lines.

Do I need a southern line of sight to receive a signal from your satellite?
Yes. You will need a clear view of the southern sky to receive a signal from the WildBlue satellite.

What if my computer did not come with a Network Interface Card (NIC)? What can I do?
Many computers can be upgraded with a 10/100 Ethernet Network Interface Card (NIC) - which you can find at almost any consumer electronics store, or at an online store. If you are comfortable with opening your computer and installing hardware, most Ethernet NICs can be self-installed. Check with your computer manufacturer for more information on the right Ethernet NIC for your system.

 

Is WildBlue service affected by weather?
The WildBlue service is only minimally affected by inclement weather – typically only under severe conditions. You may notice slower WildBlue speeds during rain and snow showers, but this normally only lasts until the rain or snow stops. Total loss of connectivity should not occur unless the storm is unusually severe.

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Online Safety Tips

Here is a helpful site for information on staying safe online and navigating the "dark side" of the Net: www.staysafeonline.info

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