Meter Support

How can we help?

Frequently asked questions

Are you an internet service provider (ISP)?

No we aren’t an ISP, but we’ll help you get set up with the best ISP for your location and internet needs. We help you select the best ISP for your needs, then project manage the installation to get internet into the physical space. We then install everything it takes to ensure full network connectivity throughout your office.

Internet Service Provider (ISP)

Do you support multiple ISPs for failover?

Yes! We can support multiple ISPs for cold standby, warm standby, and hot standby failover. We’ll work with you to figure out which configuration is the best for your company.

Refunds/Warranty/Cancellations

How do I pay for Meter?

We’ll send you invoices. When you receive the invoice, you can send the payment via credit card or ACH using Stripe’s processing. If you would like to send a check, please reach us at support@meter.com and we will provide you with our mailing address.

Billing and Payments

How do you charge for additional work?

If you have additional requirements other than what falls within our standard scope, we’ll work with you on finding a solution that best fits your needs. 

Pricing

How does Meter invoice me?

We use Stripe for all billing. Invoices will be sent out within one month of the Effective Date, which is the first day your network is live, unless negotiated otherwise. 

Billing and Payments

How does my existing contract roll over to a new space when I move?

When you move, we update your contract to reflect the new location and size of the office. Your move-in date becomes the new Effective Date and starts a new term. If there are months remaining on the previous contract (i.e. you moved within 12 months of the term), we will apply the pro-rated balance (rounded up to the nearest 10) toward the new contract as a credit.

Billing and Payments

How long have you been around?

We’ve been around for 6 years. We spent the first 3.5 years building the hardware and working closely with experts in networking. We spent the next 12 months testing the product on live pilot networks and the last 18 months, we’ve been selling the product to companies like yours.

General

How much do support and maintenance cost?

We bundle everything under a simple rate, based on the square footage of your office. We don’t charge extra for ongoing support or maintenance. This includes any upgrades or swaps as we release new versions of our hardware.

At Meter, we pride ourselves on high-touch premium support.

Pricing

How much does Meter cost?

We charge by the square foot, billed monthly. Adjustments to our starting rate will be made depending on the scope of work and length of service. If you have existing hardware, we'll work with you to uninstall it and buy the equipment as a credit to your account.

Most internet companies will bill you separately for the hardware, licenses, installation, configuration, maintenance, and support. With Meter, since we will be your single provider, you only have to pay one monthly bill--there are no hidden fees or additional charges.

Pricing

I already have a cabling vendor. How does Meter pricing change?

We’ll work with your vendor to make sure our scopes are aligned and do not overlap. Depending on the scope of work, we will mark down our pricing to reflect work that your cabling vendor is already handling.

Pricing

I have enterprise hardware already. What would I do with it if I switched to Meter?

We design our own hardware for our builds, which we would install at your site. For your existing hardware, we will happily buy it back and apply the repurchase amount as a credit toward your Meter account.

Hardware

Is Meter expensive?

Our process is different from a “traditional” IT vendor or MSP. Some vendors will only handle the upfront setup and not the ongoing support; others will only handle the ongoing maintenance and not help with initial setup. With Meter, we handle everything for you and we don’t tack on additional charges. We believe the people who built the network should be the ones who manage it. When compared to overall IT spend through traditional methods, Meter is a better deal. Our pricing is transparent from day one, and you’ll never get a surprising monthly bill full of incidental one-off charges.

Pricing

Is my company information and network traffic secure?

We take security and privacy very seriously and don’t take in any customer data ourselves. All of that is maintained locally on your controller.

Security

Is the rate the same when I move?

The price when you move will be a reflection of our current market pricing, taking into account the square footage of your new space. If you move within a term (1 year), we’ll apply the remaining balance toward the new agreement reflecting the new square footage and new term. We will never increase your fees without at least a 60 day notice.

Pricing

I’d like you to uninstall. How does that work?

We’re sorry to see you go. Please reach out to us, in whichever form you choose — the shared Slack channel, by phone (1-888-912-1086), or by email support@meter.com — and we will get your uninstallation scheduled at a time convenient for you.

If you are moving locations and need us to uninstall our equipment to meet your lease requirements for a complete demo of the space, please reach out to us and we’ll help you make sure you meet the ending-lease requirements. We ask that you introduce us to your property manager or landlord so we can work with them to make sure tenant improvements like horizontal cabling are allowed to remain.

Refunds/Warranty/Cancellations

I’m currently using a consumer router. Should I switch to Meter?

We usually see issues with using consumer equipment start at around 15 - 20 users. Consumer hardware is great for home networks, where fewer people have relatively low bandwidth requirements. Consumer gear often uses a mesh system, which exacerbates issues in a work environment since the access points have to communicate with each other as well as with all the clients. You can expect network performance issues around 10 - 12 people. Unreliable WiFi will significantly affect productivity, so we recommend being proactive by setting up enterprise WiFi in advance of that.

Hardware

I’m dissatisfied with Meter. I want a refund!

We’re sorry to see you go. Please reach out to us at support@meter.com and we will get everything sorted out.

Refunds/Warranty/Cancellations

What are the early-termination consequences?

There are no early-termination consequences. You may cancel your service whenever you wish. Please reach out to us at support@meter.com if you’d like to cancel early.

Refunds/Warranty/Cancellations

What do you guarantee?

We guarantee your connectivity and office network, based on guidelines outlined in our Service Level Agreement (SLA). If you are dissatisfied, we’ll work with you to rectify the problem. If any hardware equipment fails during your term, we will gladly swap it out at no additional cost. Additionally, as we upgrade our equipment and release new versions, we will push out the most recent version at no additional cost to you.

Refunds/Warranty/Cancellations

What if I want Fiber and it’s not available in my building?

If fiber is not available in your building, we will project-manage the fiber installation for you to get it into your building. Since it’s often a long process that can take a few months, in the meantime we’ll get you set up with alternative and fast connections that will still meet your network needs.

If this is something you are interested in, please let us know sooner than later so we can get the process started.

Refunds/Warranty/Cancellations

What is Meter?

Meter is the easiest way to get the best internet and WiFi for your office. Meter takes care of everything, from internet service provider (ISP) selection and installation to ongoing support and network maintenance. We combine powerful software, custom hardware, and dedicated experts to provide dramatically better internet speed, security, and reliability. This allows your company to focus on what it does best, avoiding the ongoing distraction and many hours of lost productivity to IT issues.

General

What kind of discounts do you offer?

We will buy back your existing commercial/enterprise networking gear and apply the amount as a credit toward your Meter bill. If you’ve already contracted a cabling vendor, we’ll mark down our pricing to reflect the decreased scope of work. We’re happy to work with you to find the best solution that works for your needs.

Pricing

What vendors do you use for your hardware?

We don't resell other vendors' hardware. We design and manufacture the firewalls and access points ourselves and write the firmware as well. Meter hardware is future-proof and enterprise-grade, ready to scale with you. We believe those who build the hardware should manage it as well.

Hardware

What’s different about Meter’s Hardware?

In short, not much. Meter manufactures our own wireless hardware and security appliances / routers. Meter’s wireless access points have virtually the same hardware specs and components as the other commercially available. We firmly believe that hardware in this space is commoditized and the end-user experience is differentiated by our software, turnkey set up, and ongoing expert support.

Hardware

What’s the difference between Meter and an internet service provider (ISP)?

The internet service provider (ISP) takes care of the connection from the outside world to your office space. They get you connected to the internet, and their services stop there. With that alone, you can connect to the internet but you won’t have full connectivity throughout your office. Meter then takes over to make sure you have full wireless coverage throughout your space by installing our hardware.

Think of the ISP as the highway to go between cities, but Meter as the surface-streets that are within a city. Without the ISP you can’t move between cities, but without Meter you can’t move within the city.

Internet Service Provider (ISP)

When is my bill due?

Our standard terms are payment due within thirty (30) days after the date of invoice, in US Dollars. Please see your specific Customer Agreement for full details. You should get a signed copy of the Customer Agreement once all parties have signed. If you need a new copy, reach out to support@meter.com and we will send one over. 

Billing and Payments

Where are you based?

Our office is in San Francisco, in the SoMa neighborhood. We’re right by the SF Giants ballpark and the Caltrain station on 4th and King St. 

General

Where do you operate?

Our current customers are spread across Northern California. We are piloting a few other cities around the contiguous 48 states. If we aren’t already on the ground where you are, we’re happy to give recommendations.

General

Why do you manufacture your own hardware?

We choose to make our own hardware because we think the people who make the hardware should manage the network. We’re able to improve on our hardware by observing ourselves how our customers interact with their networks. We’re able improve our customers’ networks more precisely because we know our hardware so well, since we make it ourselves.

Hardware

Why don’t I have to pay for Meter’s hardware?

We believe in easy procurement and smooth purchasing. We don’t believe setting up your network should be done piecemeal by trading quality for savings or up-charging and additional costs. We will do whatever it takes to ensure a high quality of service for your network. We don't measure success based on how many devices we install. Swaps and upgrades are included.

Hardware
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