Frequently Asked Questions

Why choose NMSurf Internet?

New Mexico Surf Internet provides high quality, fixed broadband wireless internet service and fiber to the premise to under-served areas in New Mexico. We have been an internet service provider since 1997, first as a dial up provider, then DSL and now primarily fixed wireless and fiber. We are locally owned and operated, so we understand your needs. Our network is monitored 24/7 with very little downtime and we offer 24/7 telephone technical support for all of our internet service packages. We run a redundant 10 GPS connection to both Denver and Phoenix, which means more up-time for our customers in the event of an unplanned outage.


What equipment is needed for the fixed wireless internet service?

A standard fixed wireless internet installation requires an antenna that is mounted on the roof, a POE or Power over Ethernet adapter and plug, and an Ethernet cable. Our service can then be directly connected with an Ethernet cable or a WiFi router to create WiFi throughout the home or office. Note: Our fixed wireless service is wireless from our nearest tower site to the antennae. A WiFi router is needed to make the service wireless throughout your home or office location. We sell and configure routers for $100.00 that come with a 1 year warranty. You can also purchase WiFi routers from Best Buy, Walmart, Amazon, etc. All that is needed is a standard WiFi router. We are more than happy to email you a list of recommendations or you can save a headache purchase a router that we sell for $100.00. 


Is Wi-Fi included in the service?

Our fixed wireless service is wireless from our nearest tower site to your location. We deliver blazing fast broadband internet. A Wi-Fi router is then needed to create Wi-Fi throughout the building.


Do I need to buy a Wi-Fi router from you or can I use my own router?

You are more than welcome to use your own WiFi router or purchase one from us for $100.00. Our service does not require a special type of WiFi router; any standard WiFi router will work with our service. DSL/Router or Cable/Router combinations will NOT work with our service however. If you are unsure if a router will work with our service or not, please email support@nmsurf.com or call to speak with a support specialist during business hours at 505.986.1669.


What Wi-Fi routers do you recommend?

We recommend purchasing the routers we we sell, as they come pre-configured and with a 1 year warranty, or you can purchase a standard Wi-Fi router at stores like Best Buy or Walmart. Some trusted brands of Wi-Fi routers we recommend are Ubiquiti and Linksys.


What is the installation fee?

A standard Installation is $100.00.


Is there a long-term contract?

Yes, we offer 1 and 2 year terms. We also offer month-to-month service for those who do not wish to be under a contract term.


Is there an early termination fee for cancelling a long-term contract?

There is a $200.00 early termination fee for a 1 year term and a $300.00 early termination fee for a two-year term or you can also pay off the remainder of your contract if it is less then the early termination fee.  For example, if you only have two months left in your contract, you can just pay two months of service instead of the early termination fee.


How do I cancel my service?

We require a 30 day written cancellation notice. Please email billing@nmsurf.com.


Is there a month-to-month option?

Yes, we provide month-to-month service.


Can we just do a 30 or 60 day trial period?

We do not offer trial periods but you can always sign up for a month to month plan and then get onto a contract after you have tried out the service. Month-to-month service requires purchasing the equipment outright.


Can you just send someone out here for a sight survey to see if it will work?

We do not execute a site survey UNTIL we remotely perform a line of site with our topographic software. TOPO is very accurate but unfortunately does not show any trees or buildings that would potentially block a clear line of site. In order to run a line of site with our topographic software,  will need the exact GPS coordinates of the location. Majority of the time, we can look up your GPS coordinates with your street address using Google maps. However, sometimes Google maps is not accurate, especially in Northern New Mexico. We may ask you to email a screenshot with a pointer of your exact location. If it is determined from our TOPO software that the service looks like it will work, we will then send you a service agreement, collect the installation fees, and schedule an installation. In the event that the technician cannot find a clear line of site after performing a site survey ON the day of installation,  we will refund your installation fee and not hold you to the terms of the service agreement. We will ONLY perform a site survey in lieu of an installation if it is requested by the customer and they agree to pay$100.00 for a site survey. If it is determined during a specially requested site survey that you are in a clear line of site, our office staff will then schedule a later time for an installation and you will be responsible for a $100.00 installation fee AS WELL AS the $100.00 site survey that was already paid for. In the event that you request a site survey and pay $100.00 and it is determined by a technician that you are not in a clear line of site, we will not refund your $100.00 site survey payment. We try to kill two birds with one stone by scheduling installations that have the best potential of receiving a signal, so there is no time wasted on either end. We always advise you DO NOT CANCEL your current service until ours is up and running


How much will everything be on the day of the install and can I break the payments up?

Please call our billing staff at 505-986-1669 or email billing@nmsurf.com if you have any questions about what is owed on the day of installation.


Do you accept auto-pay?

Yes, we accept auto-pay from your bank or financial institution. We also offer auto-pay for our customers directly through our billing department. If you are interested in setting up auto-pay with NMsurf, please email billing@nmsurf.com or call 505-986-1669 during business office hours.  


Which plan do you recommend?

It depends on what you will be using the connection for. Will there be multiple devices connected at once? Will you be streaming movies? Netflix officially recommends 3Mbps, however if there are 3 or more devices connected at once, we recommend 15 Mbps or higher. The FCC just announced this year the new standard for broadband speed is 25Mbps down and 4Mbps up. The need for data is ever increasing each year, so we always recommend going with the fastest speed available at your location. 


My service is not working. How do I get help?

If you are having internet connectivity issues, please power cycle your WiFi router by unplugging the router from a power source, waiting 10 seconds, and then plugging it back in. To determine if the service is not working or if it is simply a WiFi router that isn’t working, please directly connect the service by bypassing the router. Please call 505-986-1669 for 24/7 phone technical support. You may also email support@nmsurf.com and a ticket will be created and responded to during normal business hours.  


Is there a data limit?

Our service is completely unlimited. There are no data limits.


How do I test my internet speed?

Please visit http://nmsurf.speedtest.net/ and run a speed test by by-passing your WiFi router and plugging our service directly into your computer or laptop. Please note that by running a speed test over WiFi and not by directly connecting the service will NOT produce an accurate speed test. If you are unsure how to bypass your router and plug the service in directly, please call our 24/7 technical support staff or email support@nmsurf.com for instructions.


Does your high speed internet service support online gaming?

Yes, our service supports online gaming. We have many happy gamers using our service.


Are speeds guaranteed?

We do not guarantee that you will receive the speeds subscribed to 100% of the time, due to the inherent nature of the Internet.  Our goal is to get you to at least between 50%-100% of your subscribed speed. If at any time, you believe that you are not receiving at least 50% of your subscribed speed, a technician will troubleshoot your connection remotely and at that point will determine if a service technician will need to be sent to your premises.


How do I upgrade my service?

Please call our office at 505-986-1669 during business hours to speak with a billing representative. Most speed upgrades can be done remotely.