FAQ & Support

For answers to the most Frequently Asked Questions, review the listings below often.


This page's content is constantly updated with new information.                                                               


For additional information on any topic, not covered here, please contact us by clicking on the cougar below.



I have Satellite Broadband Internet, (like WildBlue or HughesNET) currently or have used Satellite Broadband Internet in the past.  What makes Cougar Wireless any different from those services?


Cougar Wireless IS NOT a satellite broadband internet service provider.  Satellite internet service provides your internet connectivity by relaying the internet from  Earth to Space and back down to Earth again. 


Now, when we think about satellite signals travelling from Earth to Space and back again, it is easy to assume this process would be fast, but this assumption would be wrong.  Data Communication Satellites generally orbit at 22,223 miles above the Earth.  YES, that's MILES and not feet.  The signal from your home to the internet is twice that  distance.  Why?  Remember, a satellite simply "relays" signals from the point of origin to the subscriber or customer.  That signal has to travel 22,223 miles up to the satellite in space and then back down 22,223 miles to your home.  When your signal has a roundtrip of 44,446 miles it creates what we in the computer world refer to as "Latency".  Latency is BAD.  The more latency your signal has the slower your internet connection feels.


Network latency is generally measured in "Milliseconds".  A Data Satellite typically operates with 550 to 1,500 milliseconds of latency just to the Network Operations Center (NOC) or Satellite Hub, which is the final "Gateway" before connecting to the internet.  Compare that to a regular broadband connection which generally averages 62 milliseconds.


We are pleased to let you know that Cougar Wireless has latency averages around 12 milliseconds to our internet "Gateway".  How is that possible?  It's not rocket science really.  If we were trying to send our radio signals 44,446 Miles we would have high latency too, but since we are typically only shooting our signals between 2-miles and 35-miles we obviously get faster round-trip times.  It's that simple.  So, even though you may have signed up for a 1-Mbps connection with a satellite provider, your actual time spent surfing the web would have still been painful to say the least.


Because of the explanation above, the least expensive Cougar Wireless account of 512 Kbps would still seem many times faster than the fastest plan offering from a satellite company for normal web browsing and response times for downloads.



I am currently using a Mobile Broadband solution through my cell phone carrier.  How is Cougar Wireless any different?


Cougar Wireless is designed to be used at your home or business.  The Customer-Premise-Equipment (CPE) or provisioning equipment we use is installed at the physical location where you wish to receive service.  While mobile broadband cards afford the user some flexibility to access the internet through a broad range of locations, so far mobile broadband technology has truly failed in many rural areas to provide fast high speed internet.  In many cases, customers using this technology are only achieving slightly faster than dial-up speeds.   


In addition to the things just mentioned, Cougar Wireless is a solution that you pay for once a month per household/business and you can share your connection with multiple computers within the structure serviced. 


Mobile broadband cards just don't allow this same ease of internet sharing with other computers in your home.  While an extremely tech savvy person could facilitate this using a mobile broadband card, the severe loss of speed would probably cause your entire family to cry.  If you choose to remain with your mobile broadband card, it's probably best to just make yourself miserable and leave the rest of your family out of it. lol


I've heard wireless networks are not very secure.  Is that true?


This is absolutely a GREAT question!  On its surface it seems simple, but there is much to consider before answering it.


Suppose you knew a person who owned a car and they routinely told you the countless number of times that they've had their car broken into.  Now you have a car too and you just can't understand how and why your friend has so many more problems than you.  So you ask them, "How can you afford to keep replacing all the broken windows after all the break-ins?", to which they reply, "Uhhh, what broken windows?  I've never had my windows broken.  Since I don't lock my car or set my alarm they keep getting in and stealing all my stuff."


Sounds silly right?  Well, 98% of all the negative press wireless networks get are due to this very thing.  The owners of the wireless networks simply don't lock their doors on their wireless networks.  "Why would anyone do that?" you may ask.  We're not really sure, but we can tell you that the negative "press" has driven the developers of wireless technology to much higher standards that even Uncle Sam approves of, so maybe we should be grateful.


In the end, we cannot speak intelligently about "those other networks".  What we can tell you is Cougar Wireless implements the highest security protocols available in the industry.  Firewalls, WPA2 AES Encryption, 24/7 Monitoring, Channel Shifting, Hidden SSIDs, MAC Filtering, you name it and we probably use it. 


If you have a security question that has not been answered here, please don't hesitate to contact us to speak with a technician.  That's why we're here.


I have multiple computers in my home or business.  Do I need a separate  line of service for each computer?


No.  Cougar Wireless believes in the motto, "The more, the merrier".  While connecting multiple computer's to your Cougar Wireless service may require additional hardware such as routers and switches, WE DO NOT RESTRICT the number of devices you wish to connect to your service.



Will rain, sleet, snow, fog, ice, or just plain weather interfere with my ability to access the internet using Cougar Wireless services?


The answer to this is: Absolutely not!  If you are familiar with satellite based services for television and internet then we understand why you would ask this question.  Fortunately, the technology and signal spectrums we use to deliver high-speed internet to your home or business are not influenced by these types of weather conditions.  It would actually take the amount of snow found in an avalanche to interfere with our signal and we're guessing if you get caught in one of those, surfing the web will come in second only to surfing those frozen waves. lol



I have heard that using high-speed internet makes my system more "at-risk" to virus infections and malware.  Is this true?


The "technical" answer to this question is no, but the suggested theory requires further discussion as there are many variables to consider relating to this subject.


We can all agree that the world is not a perfect place.  No matter where a person visits in the world, whether it is a pretty city or an ugly city, they all have "sewers" which contain viruses and bacteria.


Imagine how horrific it would be to have a sewage line break within the walls of your house.  Certainly not a pleasant thought, but now consider the tragedy of a city's sewage line breaking.  YUCK!!!  Obviously the city's sewage line is quite a bit larger than the sewage lines in our homes, so equally it stands to reason that the sewage line transporting the most sewage will certainly create a bigger mess.


Regardless of home or city, the pipes containing the sewage are either sturdy or they aren't.  The sewage being transported through the pipes have little to do with the actual structural integrity of the pipes themselves. 


Keeping that premise in mind, your computer is either secure or it isn't.  If you are currently connecting to the internet using a slow dial-up connection and your computer has a security vulnerability, your system will eventually become exploited by its inherent "structural weakness".  When using a slower internet connection, viruses appear less effective due to the slow speed of your connection.  Many viruses depend on speed to take full advantage of the security weaknesses.


High-speed internet on the other hand, affords the virus or malicious software the opportunity to stretch its legs and really run hog-wild and crazy.  Remember, the computer or "sewage line" was already broken.  The internet connection speed you have will simply dictate the volume of "sewage" you have pouring in through the broken line.  However, see next question!



What can I do to limit my computers risk or exposure to Viruses, Malicious Software, and Advertisement Popups?


This is a GREAT question and we are glad you asked it!  There are many misconceptions about virus prevention and security as it relates to personal computing.


If you haven't noticed yet, we really like analogies.  (We know...It's hard to miss it!) Consider the following:


If you drive a car manufactured within the last several years, it is likely to have airbags and seatbelts.  These two devices are tools which have been responsible for saving countless lives since their inception into the auto industry.  Remember though, they are ONLY TOOLS! 


Airbags and seatbelts are typically designed to keep passengers safe between 0-80 MPH.  Now if a driver climbed behind the wheel of a consumer based vehicle and managed to speed it up to 200-MPH and then drove it headlong into a 4,000 lbs concrete barricade, would it surprise you to learn that the driver died on impact?  Probably not.


Likewise, antivirus software and similar internet protection software are simply tools which are designed to help keep a computer safe against inadvertent infections like contact with a virus laden email or maybe a virus which is trying to attach itself to your computer across a network.


Computer users who intentionally visit websites or download files notorious for virus propagation are like the person speeding their car into a concrete barricade.  Your system is not gonna come out of it unscathed because they are relying on tools to protect them from an impact they are simply not rated for.


The following list represents behaviors to avoid when connecting to the internet, regardless of your service provider.  To do so is not a guarantee, but it will certainly improve your computers chances of survival should impact occur:


NOTE: All of the items listed below should be avoided, but the highest risk items are underscored for your personal discernment.


1.  Avoid Pornographic Websites

2.  Avoid Game Cheat Websites

3.  Avoid Free Music Download Sites

4.  Avoid Free Game Downloads

5.  Avoid Free Movie Download Sites

6.  Avoid Unknown Downloads

7.  Avoid Email From People You Don't Know

8.  Avoid Bit Torrent Websites

9.  Avoid WAREZ or WARES Sites

10.  Avoid Crack or Serials Websites

11.  Avoid Toolbar Installers

12.  Avoid Free Coupon Software

13.  Avoid Free Software Websites

14.  Learn that the word FREE = RISK!

Support Related Resources



Troubleshooting Connection Guide

STEP 1. - Identify your wireless router and then unplug the thin black power cable for 60-seconds.



STEP 2. - After you plug the router back in after waiting 60-seconds, reboot your computer.


STEP 3. - After your computer finishes its reboot attempt to reconnect to the internet.


STEP 4. - If you are still unable to connect to the Internet after following the first 3-steps please contact our support department for further instructions.


509-590-2415 Option 3


These instructions are posted here for reference only and should not be relied upon to access them if your Internet fails to connect.




Changing Payment Information.

If you wish to change the payment method you use to pay for your Cougar Wireless services you may contact our Accounts Manager with the link below:




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