- Is Trellis available at my address?
- Enter your address in our coverage checker to find out instantly. We serve most of Sonoma County, much of Napa County, and parts of Marin, Lake, and Mendocino. If you're outside our footprint, register your interest — it helps us prioritize where to build next.
- What plans and prices do you offer?
- Three flat residential plans: Trellis 100 at $59/mo, Trellis 300 at $79/mo, and Trellis Gig (1 Gbps) at $99/mo. Most customers pick Trellis 300. Trellis Gig requires a clean sightline to one of our gigabit towers — we verify when you sign up.
- Are there contracts, data caps, or hidden fees?
- No to all three. Service is month-to-month with no early-termination fee. Every plan has unlimited data with no throttling or overages. No equipment rental, no activation fee. The price on the website is the price on your bill.
- Is there an installation fee?
- There is a standard one-time installation fee — $300 is the rack rate, but it is waived or reduced at most addresses. We confirm the final amount when we verify your address. It covers professional mounting, cabling, and router setup — our technician handles everything.
- How does fixed wireless internet work?
- We transmit from towers on hilltops to a small antenna mounted on your roof or exterior wall, then run an ethernet cable to a router inside. Speeds are comparable to cable or fiber without cables to your property. Your home needs a reasonable line of sight to one of our towers.
- How is Trellis different from cable, satellite, or fiber providers?
- Versus satellite: our signal travels miles to a local tower, not hundreds of miles to space, so latency is lower for video calls and gaming, and weather barely affects us. Equipment is included. Versus the big national cable providers: we are local, our prices do not expire and jump, there are no data caps or rental fees, and we serve plenty of addresses cable does not reach. Versus fiber where fiber is available: in most of our footprint, fiber is not — that is the gap we fill, with comparable speeds.
- Can I keep my old email address if I switch providers?
- Gmail, Yahoo, Outlook, and other independent email services are unaffected. If your current email address is tied to your existing internet provider, you may lose it after cancellation — we recommend moving to a free, provider-independent address (Gmail, Outlook, ProtonMail) before you switch.
- What equipment is installed at my home?
- A small outdoor antenna (about the size of a dinner plate) on the roof or an exterior wall, connected via one ethernet cable to a Wi-Fi router inside. All equipment is included — no rental fees. You can use your own router if you prefer; the technician will configure it during install.
- Do I need a clear view of the sky?
- Not quite — you need a reasonable line of sight to one of our towers. Trees, buildings, and terrain can block the signal. Our pre-install site survey determines whether your property has suitable line of sight; if standard placement doesn't work, we often find alternative mounting locations that do.
- What happens to my internet when the power goes out at my home?
- Same as any internet service: if your house has no power, your equipment at home is off. The difference is the rest of the path. Most cable providers have similar dependencies at the pole — when grid power dies, headends and amplifiers go down too. Our towers run on solar with deep batteries (plus generators at on-grid sites) and stay up even when PG&E doesn't. If you have a UPS or generator at home, our network is still there.
- What about Wi-Fi coverage in a large or multi-story home?
- The included router covers most standard homes. For larger or multi-story homes, we offer mesh access points for whole-home coverage. Ask during installation or add it later.
- Is Trellis fast enough for gaming and working from home?
- Yes. Plans run from 100 Mbps up to 1 Gbps at qualified addresses, with low latency to nearby towers (usually under 30 ms) — plenty for competitive gaming, Zoom/Teams/Meet, VPNs, cloud apps, and large file transfers, often simultaneously across a household.
- Is the network reliable during fire season and PSPS shutoffs?
- Yes. Our towers are battery-backed with redundant network paths and solar-primary power at most sites — built for Northern California's fire and PSPS reality. We monitor PG&E shutoff events and proactively keep the network running.
- Do you offer static IP addresses?
- Yes, as an add-on for cameras, servers, remote access, and similar use cases. Contact us for pricing.
- How long does installation take, and how soon can I get installed?
- Most installs are scheduled within 1–2 weeks of signing up and take 1–3 hours on site, depending on complexity. The technician mounts the outdoor antenna, runs cable into the home, sets up the router, verifies speed, and walks you through connecting devices.
- Do I need to be home for the installation?
- Yes. An adult (18+) needs to be present so the technician can access the exterior for mounting, the interior for router placement, and discuss placement preferences with you.
- Will the installation damage my roof or walls?
- No. Antenna mounts are installed with proper weatherproofing; cable entry points are sealed. Our technicians are experienced with the construction styles common in this region and discuss alternatives if you have concerns about a mount location.
- How do I pay my bill or change plans?
- We accept credit/debit cards and ACH. Autopay is available, or you can pay manually through the customer portal or by phone. You can upgrade or downgrade at any time at no charge — changes take effect on your next billing cycle.
- How do I cancel my service?
- Call or email us. No contract, no early-termination fee, no retention department. We'll schedule equipment retrieval at a time that works for you.
- Do you offer business plans?
- Yes. We serve businesses across the North Bay — home offices, wineries, retail, tasting rooms, B&Bs. Business pricing is the same as our residential plans — what changes is the response-time SLA, plus optional add-ons like static IPs, VLANs, and multi-site connectivity. See the business plans page or call us.
- Do you offer a referral program?
- Yes. When someone you refer signs up, both you and the new customer get one month of service. Many of our customers came through neighbor referrals.
- What areas do you serve, and will you expand to mine?
- Primary coverage is Sonoma County (Santa Rosa, Petaluma, Healdsburg, Sebastopol, Cloverdale, Cotati, Rohnert Park, Windsor, Sonoma, and surrounding rural areas), much of Napa County, and parts of Marin, Lake, and Mendocino. If you're outside the current footprint, register your interest — the more demand we see, the higher the priority for that area.
- Do you serve vacation rentals, wineries, multi-unit buildings, or very rural areas?
- Yes to all four. We serve many vacation rentals (consistent performance, easy guest access), wineries and vineyards (main buildings, tasting rooms, outdoor IoT, POS), multi-unit properties (per-unit or building-wide), and rural addresses that cable and fiber cannot reach. Contact us to discuss the right setup for your property.
