FAQ

Billing FAQ

In order for us to keep our prices and overhead down our default billing is ELECTRONIC invoices sent via EMAIL.   If you must have a paper invoice mailed to you then this can be arranged by calling our office at 918-608-8888.  A fee of $4.95 per mailed invoice will be added to your bill.  We know this seems unfair however please keep in mind that in order for us to send this to you it takes supplies, postage, and manpower and all of that costs money.

We send invoices electronically using e-mail and PDF files. You may also pay online using the links provided in the e-mail. Internet billing must be set up on auto pay. It is a prepaid service

The answer to this question depends on when your service was installed and setup was complete.   All SPARK Services accounts are considered PREPAID which means if for example if you establish services with us on the 17th of the month then this too will be y0ur next billing date.

We bill what is called “doorstep-to-doorstep” billing meaning we charge you from the minute we leave and are en-route to your location. This sounds like it is unfair but remember we have to pay for our own gas, and wear and tear on our vehicles. Other companies will just try to “hide” this charge but we do not work that way. To us it’s just doing the right thing by letting customers know exactly what they are being billed for.

We will do what it takes to work with your accounts payable department. However these arrangements MUST be made in advance.

If we can’t fix it there is absolutely 100% no charge for our services. We also provide free estimates!

General FAQ

Yes. We can troubleshoot most home and small business networks even if we did not originally install it.

Our services are mainly onsite. Most upgrades, repairs, maintenance, and some troubleshooting can be performed on-site. In some cases (few hardware issues), we have to take system to our office based lab. Our prices include these services free of charge.

To answer this question correctly, we first would need to know what you would like to do on your network. After that, we can put together a list of equipment you will need. Most small networks will just need some sort of a switch or a router, some network cable, and a couple of network cards.

Yes. We can teach you how to upgrade your own computer, step-by-step, at your house or business.

Our prices are in-line with industry standards. We will try our best to beat or match most competitors prices by 5% or more. In short we might not always be the cheapest but we will always be the best because we care about you and your business.

Internet FAQ

1. Connect to your modem via WIFI or ethernet cable
3. Enter your default gateway into a web browser this will likely be ether 192.168.1.1 or 192.168.10.1
4. enter the password for your modems interface (default is ether “admin” , “[email protected]”, or “admin123” depending on what firmware is on the modem)
5. if your screen say intelligent router at the top left proceed to the next step if your screen does NOT say intelligent router at the top left STOP this instruction set will not work for you and you will need to call spark services and advise them of the situation
6. Click network on the left hand side
7. Click 3G/4G at the top of the screen
8. Click advanced setup (this is written in blue letters above the red lettered warning)
9. look for the field labeled “APN Server (optional)” make sure it says 30691.mcs if it dose no further action is required and you may proceed to the next step if it doesn’t change it to “30691.mcs” and click save
10. exit your internet browser

AT&T has made some changes to the service. It is still unlimited however, we do need to make some changes to your modem. We can’t do them remotely so we need your help. The steps are below. If you need assistance please feel free to call the office and we will be more than happy to help you. 918–608-8888
Step 1. Connect your modem to a laptop or desktop with an ethernet cable into the LAN port on the modem, this can also be done by WIFI (you do not need service for this)
Step 2. Open a web browser at the very top address bar type in this IP address 192.168.1.1 This will bring up the interface of the modem. In the password text box enter Securewisp01 which will let you into the modem.
Step3. At the top of the screen to the right under mode click on basic which will change it to advanced.
Step 4. Place your curser over the network tab on the left of the screen and click on interfaces.
Step 5. Scroll down to the fourth text box which is labeled MOB1S1. To the right click on the pencil icon and scroll down and click on auto APN to turn it off. In the blank APN text box enter 30691.mcs scroll down and click on the save & apply button.
Step 6. Once the APN has saved unplug the modem for 5 minutes and plug it back in. Connect to the modem and run a speed test to ensure your services are running correctly.

The steps are below. If you need assistance please feel free to call the office and we will be more than happy to help you. 918–608-8888
Step 1. Connect your modem to a laptop or desktop with an ethernet cable into the LAN port on the modem, this can also be done by WIFI (you do not need service for this)
Step 2. Open a web browser at the very top address bar type in this IP address 192.168.1.1 This will bring up the interface of the modem. In the password text box enter Securewisp01 which will let you into the modem.
Step 3. Click on the Mobile tab under Network, uncheck the blue auto APN labeled box.
Step 4. In the custom APN text box enter 30691.mcs then scroll down to the bottom of the page and click save. Wait for it to finish installing. Once it has been installed unplug the modem and leave unplugged for 5 minutes. After 5 minutes plug your modem back in and connect to it and run a speed test to ensure your services are running correctly.

AGREEMENT TO THESE TERMS ARE REQUIRED TO PLACE YOUR ORDER.

1. LTE INTERNET IS NOT CABLE INTERNET! Your speeds will fluctuate based on tower congestion and load balancing done by the carrier. SPARK Services has no control over this. LTE is more reliable than satellite.

2. DO NOT REMOVE YOUR SIM CARD!! This includes taking the sim card out and putting it into another modem or cell phone. THIS WILL DEACVITATE YOUR SERVICE AND YOU WILL HAVE TO PAY FOR A REPLACEMENT CARD PLUS SHIPPING. ($55 plus taxes)

3. There may be times your connection may drop out altogether. If this happens, SPARK Services will do everything we can to resolve the issue; HOWEVER, if the carrier is doing maintenance on the tower or is experiencing an outage, SPARK Services does not have any control over that. You will not be issued a refund for the days your service was down.

4. SPARK EasyPay payments are automatic. If you cancel your service before your modem is paid for, you will be given the option to return the modem, or you will be billed the remaining balance of the modem in one final payment.

5. If you are not happy with our services or the service does not work for you, you must send an email to [email protected] within 14 of receiving your sim card/modem to be issued a refund. There is a $50 cancelation fee if you cancel within 14 days. If you cancel after 14 days, YOU WILL NOT RECEIVE A REFUND.

6. If you provide your own modem, you must include the brand of your modem AND the IMEI off of your modem in the “Notes” section of the order. Failure to do so will cause delays/cancelation of your order.

8. SPARK Services can not help you with any BYOD. It will be up to you, the customer, to get your SIM card to work.

9. The credit card that you make your purchase with also goes on file AUTOMATICALLY. If you wish to change the credit card on file, you may visit. https://sparkservices.net/forms and fill out a new CC Auth form

10. All internet accounts are to be set up on auto-pay without exceptions.

11. Any changes you make to the modem, INCLUDING pressing the reset button on the back of the modem, are done at your own risk. We will reconfigure the modem to the proper settings if needed, and you will be charged $75 for this service.

12. We DO NOT offer 24/7/365 support for our internet customers. The reason being is our support from the carrier is not 24/7/365. If you are experiencing issues with your internet, please fill out ONE support ticket, and your request should be attended to by the next business day. If you submit multiple tickets, this will delay your support.

13. If a customer has an issue with our LTE internet services, you are to call us at 918-608-8888 to discuss the problem, and we will be happy to help. Any negative reviews found by a customer posted online or via any social media outlet will be grounds for account termination based upon the sole discretion of SPARK Services. Honestly, folks, there are many factors at play with LTE services, and most are out of our control, so if you have a problem, give us a call, and we will work it out.

YES. Mon-Fri 9-6 CST. There is limited support on the internet as it works off of the cell towers. If the tower goes down your internet will go down and we can’t fix that. We will put in a ticket for the issue. This will take some time to be resolved. Customers can put in their own tickets by going to the support tab on the main page.

Yes

Yes

It is auto pay. You must have a credit card on file.

Yes, we have a 14 day trial period. If for any reason the service does not work for you, you will need to send an email to [email protected] and they will give you instructions on how to return the equipment. There is a $50 early cancellation fee.

The omni-directional antennas for the Torch modem are $284.99 and the omni-directional antennas for the Bonfire are $249.99. These come as 1 piece, the modem, sim and antenna are all in one so they will need to be ordered together.

Not always. Usually only when you have metal siding or have a metal roof. You can run a speed test outside and run a speed test inside. If your speeds are considerably higher outside then the antennas will work for you and bring the signal from outside to the inside

We have 2 modems to choose from. They are listed on the website when you click “place an order”

This depends on what plan you choose. You will need to call the office to get this information. 918-608-8888

YES. You can use your own or purchase or lease one from us. If you have your own modem it must be an LTE modem and not locked.

The internet price depends on what plan you choose. Please call the office for this information. 918-608-8888