Frequently asked questions
How does Redfox Internet work?
Unlike traditional ADSL and NBN internet services which require a phone line, Redfox Internet can best be compared to a television service. An antenna is installed on the roof and a cable run from it into the building and is terminated as a standard network point. From there, it is connected to your PC or router to provide connectivity to the users in the building.
Can I keep my home phone number?
Absolutely! As Redfox Internet does not require a landline, you can keep your existing phone if you so choose.
How does the NBN affect my Redfox Internet service
At Redfox, we own and operate our own internet infrastructure via fixed wireless services, which are completely separate from the NBN. We don’t resell NBN for the pure and simple fact that we prefer to control the quality of the service provided to our clients. The NBN rollout has no effect or our new and existing customers and never will.
I've handed in my Application. Now what happens?
Firstly, we will complete preliminary mapping inhouse to confirm we can provide service to your address. We will then contact you to confirm a time and date for your install.
The qualified installer will attend the property to confirm line of sight and once successful will complete the install.
We do prefer that residents are at home for the installation however we are happy to attend while nobody is home with your permission. We do require access to the inside of your residence to complete the install.
What is involved in a standard install?
The install consists of a tripod being mounted on the roof. The installer will ty to use pre-existing holes in the roofing to minimise impact; any gaps are silicone sealed.
The connector dish is then attached to the tripod and cabled through the roof, down the walls and into the nominated location to a wall plate/ point. A wireless router is then connected to the point.
A standard installation to achieve line of sight to Redfox repeater site is based on the following:
- Mast up to 1.8m height
- 1x Data point
We estimate a standard install to take up to four hours including travel time and depending on the building.
Due to the diversity in locations and the limitations of desktop planning, Redfox installers may not be able to achieve a link via standard installation. In this case, another visit may be required to survey what would be required to achieve a link. Any additional materials and/ or extended labour would be quoted before the installation takes place.
Should your residence require a non standard install we will advise on application.
What if mapping is unsuccessful. Do I have any other options?
Redfox is available in many areas throughout the Mackay region however in some instances we are unable to provide signal due to obstructions to line of sight such as trees, mountains or buildings. In this case we are happy to provide customised pricing to install the service which may require a higher mast or a unique build.
In cases where your residence is in a no service area we will retain your details to be contacted as the network expands.
I'm moving house. What costs are involved in relocating?
The cost to relocate your Redfox service is $250 including GST. If there is less than 12 months remaining on your existing contract, you will be provided the option of a free relocation if a new 24 month contract is signed.
Redfox cannot guarantee there will be coverage at your new address and a signal test will need to be conducted to confirm viability. If you are currently under contract and there is no coverage at your new address a cancellation amount of the remaining months of your contract will be payable.
I have just moved into a house which had Redfox installed previously. How do I get connected?
Getting connected is simple. We will have one of our technicians attend site to check the integrity of the installed hardware and cabling. From there we only need you to select your plan and we can have you connected immediately. In these instances however, Redfox cannot offer any warranty on the existing hardware.
What is shaping?
Shaping takes effect when you reach your allowed data for the month. Once you reach your limit, your speeds will be restricted back to 1024 Mbps until your next billing period. You can reset your data limit by contacting our office however a minimal fee is payable.
Should you find you are being shaped on a regular basis, Redfox allow you to increase your plan at no penalty.
How do I track my usage?
It is important that Redfox customers monitor their usage. This ensures that every customer is on the plan that best suits their needs and helps to avoid being shaped. Usage can be checked by doing the following:
- Click on the ‘My Redfox Account’ button above.
- Enter your username and password and click the Login button
- Under the ‘Manage Billing’ section click on ‘View Usage’.
- The ‘Megabytes Out’ section tracks your downloads and is the only one that will affect your shaping.
- Please note that usage data may be up to 24 hours old.
There are many devices which may cause interference to your wireless network and cause dropouts. We have compiled a list of common devices
Using your microwave oven near your computer, Bluetooth device, or Wi-Fi base station might cause interference.
Direct Satellite Service (DSS)
The coax cable and connectors used with some types of satellite dishes can cause interference. Check the cabling for damage that could cause radio frequency interference (RF leakage). Try replacement cables if you suspect interference.
Certain external electrical sources like power lines, electrical railroad tracks, and power stations can cause interference. Avoid locating your Wi-Fi router near power lines in a wall, or near a breaker box.
2.4 GHz or 5 GHz phones
A cordless telephone that operates in the 2.4 GHz or 5 GHz range can cause interference with wireless devices or networks while taking calls.
Wireless audio that operates in the 2.4 GHz or 5 GHz bandwidth can cause interference with other wireless devices or networks.
Certain external monitors and LCD displays
Certain displays can emit harmonic interference, especially in the 2.4GHz band between channels 11 and 14. This interference might be stronger if you’re using a notebook computer with the lid closed and have an external monitor connected. Try changing your access point to use 5 GHz or a lower 2.4 GHz channel.
Poorly shielded cabling
External hard drives or other devices with poorly shielded cabling can interfere with your wireless devices. If disconnecting or turning off the device appears to help, try replacing the cable that connects the device to your computer.
Other wireless devices
Other wireless devices that operate in the 2.4 GHz or 5 GHz bandwidth (microwave transmitters, wireless cameras, baby monitors, a neighbour’s Wi-Fi device) can cause interference with Wi-Fi or Bluetooth connections.
A device’s location and building construction materials can affect Wi-Fi and Bluetooth performance. If possible, avoid barriers or change the placement of your Wi-Fi or Bluetooth devices for a clearer signal path.
- Your computer is underneath a metal desk and you try to use a wireless (Bluetooth) mouse on top of the desk. The metal in the desk might act as a shield between the mouse and your computer. You might not be able to pair the device to your computer, or the pointer might move erratically.
- Your wireless router is downstairs, and your computer is upstairs. The material between the two floors is concrete with metal reinforcement. The floor might lower or block the Wi-Fi signal from your base station to your computer. You might see slower network speeds, lower signal strength, or might not be able to connect to your Wi-Fi network at all.
The list below details different barriers and what level of interference potential they can create for Radio Frequency (RF) transmissions.
- Wood – Low
- Synthetic Material – Low
- Glass – Low
- Water – Medium
- Bricks – Medium
- Marble – Medium
- Plaster – High
- Concrete – High
- Bulletproof Glass – High
- Metal – Very High
Reduce effects of interference from other wireless devices
If there are many wireless devices connected to your computer or nearby, you might need to adjust the channels used by your Wi-Fi devices.
To minimize interference between your Wi-Fi and Bluetooth devices, try the following:
- Change channels on your wireless network.
- Connect to a 5 GHz wireless network (if possible).
- Move your computer and Wi-Fi router closer to each other.
- Minimize the number of active Bluetooth wireless devices you have connected to your computer or nearby.
Having your wireless router in a central location is optimal, if this is not an option the use of a range extender may be needed to boost the WiFi signal throughout your house, please see one of our staff for more information and pricing.
My Internet isn't working. What do I do?
Have you paid your account? After seven days of your invoice due date, your account will be placed on a hold status and your internet access suspended until payment is received. Please refer to our payment section below should this be affecting you.
Redfox phone support is available from 8:30 AM – 7:00 PM Monday-Friday, and 10:00 AM to 1:00 PM on Saturdays and public holidays (excluding Good Friday and Christmas Day). All Redfox service-related phone support is free (excluding Good Friday and Christmas Day). This includes:
- Speed and connectivity issues
- Connection setup issues (e.g. after purchasing a new PC)
- Email setup enquiries
- Email problems (can’t send/receive, etc.)
- Usage enquiries
Computer-specific issues are not covered by Redfox phone support. This includes:
- Software/hardware installation not related to the service
- PC maintenance (e.g. cleanup of old/unused files)
- Spyware/malware/virus removal
- Other issues not directly related to Redfox internet service.
These issues should be raised with the Redfox service department. Customers should call the office on (07) 4951 7777 and speak to the service controller to log a job for any such issues to be investigated.
Occasionally, an on-site attendance to your home will be required. Maintenance or rectification for genuine issues not caused by user interference are free with your service. This includes:
- Antenna realignment
- Antenna relocation (when necessary)
- Antenna replacement (where faulty and still under warranty)
- Rectification of a cable fault
- Power supply replacement (where faulty)
The following issues are not covered as part of your service:
- Data point (wall point) relocation
- Issues caused by misuse of Redfox equipment
- Attendances scheduled due to incorrect information given to Redfox technical support (including ‘no fault found’ scenarios)
- Other issues not directly related to Redfox internet service.
How do I pay my account?
Your Redfox Home internet service bills are generated to be paid in advance. On your billing date, a bill will be generated for your monthly fee and your connector repayment option if applicable.
Redfox accounts can be paid in any of the following ways:
- Automatic credit card payment: this is by far the easiest option, simply contact our office to add your credit card to your account for automated monthly charging.
- In store with EFTPOS.
- Elecronic Funds Transfer via online banking. Payments can be made to the following account:
A/c Number: 629 038 639
A/c Name:Redfox Corporation
Please use your Redfox Account Number and Last Name as the reference.
If you are experiencing financial hardship, please refer to our Financial Hardship Policy or contact our accounts team on 4951 7777 to discuss your options.
How do I stop someone from accessing my home wifi?
If you believe that the neighbours are connecting into your home WiFi connection, we advise you to do the following.
Contact our internet support team on (07) 4951 7777 during support hours, and we will reset your router password which will immediately remove all access to connected devices on your network. Once the new password credentials are entered, you will be able to continue using your internet connection. Please keep in mind that the new password will need to be entered into all WiFi devices which normally connect to your local network. This could include items such as Smart TVs, tablets, phones and wireless printers.
If you manage your own router, log into your device and review the connected devices. If any appear suspicious, change your password immediately. You will then need to re-enter the new password credentials into all approved devices.
Should you have trouble with this, the Redfox support team are happy to help in accordance with our standard Terms and Conditions.
What services are best suited to users with a disability?
If you are have a disability which impacts the way you interact with technology services, please feel free to contact our friendly team to discuss which options are best suited to your situation.
The following sites provide guidance on devices which contain suitable accessibility features to allow use of technology services such as internet.