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Frequently Asked Questions

General

  1. What do I need to get started?
  2. Where can I purchase a wireless networking adapter?
  3. How does the service work?
  4. How do I secure my connection to the Internet through Zig Zag Wireless?
  5. How do I become a Zig Zag Wireless subscriber?

Usage

  1. I am at a Zig Zag Wireless service location.  How do I log-in to my account?
  2. Can I avoid entering my username and password each time I log in?
  3. Does Zig Zag Wireless provide me with an email account?
  4. Can I access my personal email account through my Zig Zag Wireless account?
  5. Can I connect using a Macintosh computer?
  6. Does Zig Zag run any special promotions?
  7. Where can I find a list of the Service Plans you offer online?

Coverage

13. Can I use the Zig Zag Wireless service outside?

14. When will service be available in my area?

Service Plans

15. How will I be billed for monthly service?

16. Are activation fees or long-term contracts required?

17. How does Zig Zag Wireless charge for fractions of minutes used?

18. Can I use the minutes at any time, or are there night and weekend limitations?

19. What if I change my mind? Can I cancel my service

20. Can I change or cancel my plan online?

21. Can I view my account information without being logged in?

Troubleshooting

22. Loss of network connection

General (top)

1. What do I need to get started?

You will need three things to begin using Zig Zag Wireless’ service.  First you will need a desktop, laptop or handheld computer with Wi-Fi 802.11b or 802.11g wireless capability.  Your existing device may already have this capability built-in.  If not, you can purchase a Wi-Fi 802.11b wireless networking adapter for most computers at major electronics retailers or from Zig Zag Wireless. Once your device is wireless-enabled, search for Zig Zag’s SSID (or network identifier – usually ZIGZAGWIRELESS or ZIGZAGWIRELESS-X where ‘X’ is a number.)

Second, you will need a standard Internet-ready browser on any current operating system (Windows 2000 or later, Mac OS 10.3 or later, etc.).  No additional software is required.

Third, you will need a Zig Zag Wireless service plan. Zig Zag Wireless has several service plans to meet your needs - from small bundles of minutes to unlimited Internet access subscriptions.

2. Where can I purchase a wireless network adapter?
You can purchase a Wi-Fi 802.11b or 802.11g wireless network adapter for most computers from major electronics retailers or direct from Zig Zag Wireless.  Zig Zag recommends USB type adapters.

3. How does the service work?
Zig Zag Wireless installs access points within a wireless access zone, which transmit a radio signal to a user's Wi-Fi 802.11 wireless network adapter.  The user launches their browser from within a Zig Zag Wireless service location and receives a log-in page to enter their user name and password.  Once their account information is authenticated, they are able to connect to and access all Internet resources.  

4. How do I secure my connection to the Internet through Zig Zag Wireless?
Zig Zag Wireless strongly recommends that its customers take measures to ensure the security of their Internet connections.  Like any high-speed service, including DSL and cable, the Zig Zag Wireless network is not inherently secure. Although we support customer-initiated security solutions such as virtual private networks, encryption and personal firewalls, we do not provide these solutions for our customers' use and cannot guarantee or otherwise be responsible for their effectiveness.  It is the customer's responsibility to adopt those security measures which are best suited to their situation.

5. How do I become a Zig Zag Wireless subscriber?
You can sign up instantly by connecting to the Zig Zag Wireless network from your residence, launching your browser and following the links for “Monthly Subscribers” to set up a new account.

Usage (top)

6. I am at a Zig Zag Wireless service location. How do I log-in to my account?
If you are in a Zig Zag Wireless service location and your Wi-Fi 802.11b wireless network adapter is properly installed, launch your browser.  You will be presented with the Zig Zag Wireless log-in page.  There you enter your user name and password. Once your account information is validated, you will be connected to the Internet.

7. Can I avoid entering my username and password each time I log in?
Yes, Zig Zag offers “MAC Authentication” which allows your computer to be recognized by our server and allow you online without needing to enter your login credentials every time.  To set up, simply click on the “Update your account information” link located on the Welcome Screen.

8. Does Zig Zag Wireless provide me with an email account?
Zig Zag Wireless does not currently provide personal email accounts.

9. Can I access my personal email account through my Zig Zag Wireless account?
You can access any web-based email account such as Gmail, Yahoo or Hotmail.  You can also access corporate email accounts if your employer provides you with a virtual private network (VPN) client and a firewall.

10. Can I connect using a Macintosh computer?
Yes, Zig Zag Wireless supports Macintosh users with OS 10.3 or later.  Macs with AirPort cards installed usually require little or no configuration.  You will need to set your AirPort card “Preferred Network” to the ’ZIGZAGWIRELESS’ network.  See the AirPort card documentation for specific instructions.

11. Does Zig Zag run any special promotions?
Yes, we do.  Check our website to see current promotions.

12. Where can I find a list of the Service Plans you offer online?
Visit our Pricing page and find the plan that’s right for you.  Additional plans may be available at your specific location.  Contact Zig Zag or check the online registration  page from your residence to find other convenient plans.

Coverage (top)

13. Can I use the Zig Zag Wireless service outside?
The Zig Zag Wireless network is LAN-based, not cellular; therefore the service is intended to be used from within specific locations.  In some cases, coverage will “bleed” into areas surrounding a service location, but not by design.

14. When will service be available in my area?
Zig Zag Wireless is continually evaluating new locations.  Our goal is to make the service available where you are.  If Zig Zag is not yet available at your building, ask your building manager to join the Zig Zag Wireless network.  Check back here often as we continue to expand our network.

Service Plans (top)

15. How will I be billed for monthly service?
You will be billed automatically on approximately the same date (anniversary date) each month, to the debit or credit card you provide during sign up.  Contact us by emailing us at cancel@zigzagwireless.com when you wish to cancel service.  Partial month cancellations are not pro-rated.

16. Are activation fees or long-term contracts required?
No, but your best value is available when you sign up for a six-month service agreement, which provides a 7th month free.

17. How does Zig Zag Wireless charge for fractions of minutes used?
Zig Zag Wireless always rounds up to the next full minute to determine the number of minutes used during a network usage session.

18. Can I use the minutes at any time, or are there night and weekend limitations?
All Zig Zag Wireless minutes are available for use anytime at any Zig Zag Wireless service location.

19. What if I change my mind? Can I cancel my service?
Yes, all plans come with a 30-day cancellation period, during which a customer may cancel for any reason.  The customer will still be responsible for the portion of the monthly fee accrued during the initial 30-day period.  After the 30-day period, cancellations on a multi-month subscription plan are subject to an early termination fee of $100 or the monthly charges for the remainder of the contract term, which ever is less.

20. Can I change or cancel my plan online?
No.  To change or cancel your service plan, please email Customer Care or contact us at (503) 314-8800.

21. Can I view my account information without being logged in?
Yes, you can access your account information from the Zig Zag Wireless’ sign-in screen without drawing from your service plan minutes.  Simply enter your card number and PIN number to access your account information at the Welcome Screen.

Troubleshooting (top)

Users who experience any of the following issues should first check to be sure they have the most current drivers for their wireless adapter.  Contact Zig Zag at (503) 314-8800 with any questions.

22. Loss of network connection: a) Using MAC Authentication?  MAC authentication should not be with more than one computer on the same Zig Zag account.  Solution: Disable MAC authentication.   b) More than one ZIGZAGWIRELESS network listed in your “preferred networks”?  Zig Zag deploys multiple network nodes in a building.  Solution: Customers should only include the network that provides the strongest signal in their “preferred networks” list.   c) Is power-save enabled on your computer?  Zig Zag’s secure connection periodically pings your computer to insure the connection is not compromised; if your wireless adapter does not remain “awake”, our network will  terminate your session.  Solution: Disable the power-save feature on your wireless adapter.