Our Philosophy of How to Provide Internet
When we started this adventure, we took time to survey what the pricing structure was for wireless internet service providers in 4 large
cities. Those cities were Denver, Albuquerque, Phoenix and Salt Lake City. We knew what the pricing was for the local Delta County
providers, but we considered the pricing to be high and the bandwidth provided to be low. After doing this review, what we found is that
the prices for wireless internet were much lower in these 4 cities than what was currently being charged in Delta County. We felt very
strongly that eventually there would be more competition in the future from phone companies, other providers and at the time there
were rumblings about DMEA looking at fiber internet service. Why then should any wireless internet service provider charge higher than
normal pricing when in the future we would have to lower those prices to stay competitive with new competition.
Instead we took the pricing from these 4 cities and we created a spreadsheet that provided us with an average of what was being charged
for the different speed packages. We took these averages and that is what our pricing is based on. We want a long term business that can
provide internet and phone service to our customers over the longterm, not just for a few years. We felt that if these companies that
operated in the large cities could operate a profitable business with the lower prices, then we should be able to operate profitably with
the lower prices as well.
The one big difference between providing internet service in Delta County vs the larger cities is the cost to us to have dedicated internet
bandwidth coming to us. In the larger cities the cost of that bandwidth to the internet service providers is lower. However, we felt that
that would come down over time here as well and if we were successful with adding more customers that our costs would come closer to
parity over time. Only time will tell for us, but we are still basing our pricing on what we have learned from looking at these 4 cities.
We are committed to being one of the most affordable internet service providers in Delta County. However, in order to do that, we need
to keep our expenses and overhead low and we need to operate very efficiently, otherwise we would have to raise our prices as well.
That is why we have decided that we are not going to try to compete with some of the larger companies that provide 24/7 phone and
technical support, free on-site support, and other expensive overhead killing activities that some larger companies do.
Instead we promise to give each of our customers the best pricing we can, for both internet and phone service, while keeping our
overhead low. This of course means that we probably will never have 24/7 support or free on-site on-call support or even having someone
on the weekends answering phones. However, when we talk to most of our customers, they would much rather have the best price
possible with great internet service, at the expense of knowing that they will not be able to call us after hours or on weekends and get a
live person answering the phones.
Obviously now, 3 years later, DMEA has announced their new plans to provide internet service (fiber to the home). We recognize this and
knew that it would eventually be coming from someone. However, we also realize several things. It is going to take years for this new effort
to take place. Getting fiber to the most rural areas will probably be the last areas served. DMEA will have a much higher overhead than we
will with huge expenses in the investment of installing fiber. They are also using government grant money to build part of this fiber
network. We believe that our pricing is basically in line and that we will be competitive with what DME offers. Finally, if we have earned
your trust as a customer and provided you with good service and we are at price parity, we don't believe most people will change unless
they have a specific reason to change.
Why doesn't Adaptive Internet not have a 1yr, 2yr, 3yr, etc Contract with new customers:
Quite simply as consumers ourselves, we hate contracts. We believe that a company should earn the right to provide a service and you
shouldn't be locked into something from the begining that you don't even know if it is going to work properly or not. Many companies use
contracts to lock you in so that you can't leave to their competition. They also lock you in so you can't leave when there service is poor.
We think that is completly wrong and we would even advocate that contracts for communications and internet services should be illegal.
We are not going to play those games. Quite simply you can fire us as a service provider any time you want. If for some reason you are
unhappy with our service or simply don't want it anymore, you can cancel at any time with no penalty or additional charges.
Bandwidth Availability (The famous "Up to ??Mbps Clause"):
All internet service providers provide internet plans based on a specific speed, usually specified in "Megabits per second - Mbps). Adaptive
Internet is no different. We have different speeds plans available for both residential and business customers. In addition, all internet
service providers, including us, also specify those plans as "Up to xxMbps". Meaning that you are subscribing to a plan based on a speed
and the companies are telling you that your speeds will be up to that speed.
However, this is where the difference comes in with our service. A lot Delta County Internet Service Providers are only actually providing a
small percentage of the plans speeds to their customers.
We set the speeds on the radios that we install so that they will actually peak out at the plan speed selected. As an example, lets use a
plan speed of 15Mbps as an example. We make sure that coming from our radio at your location to your router you will see peaks of
15Mbps. It doesn't necessarliy mean that you will always get 15Mbps, there will always be some variation due to weather, atmospheric
conditions, interference, Heavy usage times, etc. However, when you run a proper speed test (Please see our Technical Support page for
how to properly run a speed test), you should see between 60 to 100% of that speed on a normal basis, with most of your speed test
running above that average. What this means for our 15Mbps plan is that you should see speeds ranging from 9 to 15Mbps with most of the
time operating in the 12 to 15Mbps range.
Phone / Customer Support:
Adaptive Internet has someone answering the phone from 9am to 5pm Monday through Friday. There is usually a break in the middle for
lunch. Our phone system provides an automated attendent that provides the option to directly dial an extension or to go to Customer
Support. We have 1 person answering phones during these times. That goes along with our companies philosophy of keeping our expenses
If you call and someone doesn't answer the phone during these times, then you will be given the opportunity to leave a message. This will
happen if the person answering the phones is on the phone with another one of our customers. Please leave a message, as all calls to our
office number are tracked, logged and we do return calls as soon as the person answering phones is able to call back.
Please be patient if you leave a message and give us a reasonable time to call back. Leaving multiple messages only tends to slow down the
process of returning your call as well as calls from other customers.
Also, please do not call or text our cell phones as the primary means of communicating with us. Questions and problem solving will get
handled much faster if you call our office number and talk to the person answering the phone or by leaving a message there.
Many times we don't get a chance to listen to our personal cell phone messages or look at person text messages until later that night or
even in the following days depending on how busy we are. Calls to the office phone number are always given priority over any directly
placed calls or texts to our personal cell phones.
We do not have a dedicated Technical Support person available at the office for just answering technical questions. Again, in keeping with
our philosophy of keeping our expenses and overhead low, all technical questions need to first go to our Customer support person
answering the phones and they will get the technical questions to the appropriate person so they can call each customer back as soon as
possible. Our Technical Support individuals are also involved in tower work, customer installs, network support and other activities. We try
to return all calls with technical questions within 1 business day.