(785) 371-4214
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Frequently Asked Questions

1. Can you tell me more about Lawrence Freenet, is there a contract, i.e. "what's the catch?"

2. How do I sign up? Am I in your coverage area?

3. Why can't I connect to the Internet?

4. Can you tell me my log in name and/or password; I get an error that says "User Name and/or Password

5. Where are you located, and what are your hours of operation?

6. How do I disconnect, will I get a refund for equipment, and can I have my service prorated?

7. When is my billing date?

8. Do you think my modem may be malfunctioning?

9. How do I enter my scratch card, and/or where do I get my scratch card?

10. Why do I get an error that says, no IP address, or will not authenticate?

11. Why did no one come to check on service after we scheduled an appointment, or why did no one call me back when they said they would?

12. Can I set up temporary service?

13. What kind of Internet security does your service provide, i.e. "I don't feel comfortable doing business transactions over an unsecured wireless signal when using my laptop service."?

14. Why has my service become sporadic or slow?

15. I want free service, what are the steps I must go through to receive that kind of funding, and is there a waiting list?

16. I use peer-to-peer and I want to know if you are going to charge me for usage or throttle my service, i.e. "Are you my dream ISP that lets me download at extremely high Mbps, with no "speed caps", and an extremely low price?"

17. When and where do I donate my hardware?

18. Can I reactive my account?

19. What is the "static IP" option all about, do I need one; i.e. "Is this the fine print?"

20. Do you offer rural coverage?

21. Why does your Homepage keep popping up when I try to connect to the Internet or Wireless Network?

22. I need a connection to the Internet now, how am I going to connect?

23. How Do I get Lawrence Freenet at no charge?


1. Can you tell me more about Lawrence Freenet, is there a contract, i.e. "what's the catch?"

Lawrence Freenet is a grassroots, local Internet Service Provider; it is the goal of Lawrence Freenet to provide all of Lawrence Kansas with access to the Internet. At least 10% of our customers are provided with free or reduced rates for service, the rest of our customers pay full price at the very low starting price of $23.98 per month. There are no contracts to sign, service may be ended between 30 day increments, and there are no hidden fees.

2. How do I sign up? Am I in your coverage area?

To sign up for residential service you have a few options. If you have access to the Internet, point your browser to lawrencefreenet.org, if you do not have an ISP currently, and you have a Wi-Fi card installed then you can still sign up for service online by being within range of one of our Wi-Fi radios. Your Wireless Internet enabled device will find a connection named Freenet. Once you are in a range that your laptop or other browser authenticating device can transmit back a clear signal, select Freenet as the Wi-Fi signal you would like to connect to. Now that you can view our home page, click on "Coverage". Here you will enter your address to confirm that we are offering service in your neighborhood. If we show absolutely no service available to you, but you are within the city limits, then we strongly encourage you to keep us in mind for the future, as we are constantly getting closer to providing a complete network for all of Lawrence Kansas.

If we are offering you service, then you can continue on to the "Sign Up" tab. Once all of your customer data has been entered, and a payment by debit, credit, or scratch card has been processed, your service will be ready. In most cases your user name is your first name followed by your last, all lower case with only a period "." between your first and last name. Your password that you create for use at sign-up must be at least 8 characters long, include at least one lower case letter and one special character such as !@#$%^&*(). For those customers who need to rent or buy one of our indoor Wi-Fi Modems you will need to come to our offices to pick a unit up before the service will work at your address. If an Outdoor Wi-Fi Antenna is required, then an appointment will have to be made to install the antenna. If you prefer you may call customer support at 785.371.4214, and one of our customer support agents will be able to sign you up for service over the phone, or answer any additional questions you may have. If you are in the area of our offices, you can sign up for service at the kiosk in our lobby. If you are interested in setting up a business account, send an email to: contact.lfn@lawrencefreenet.org, and someone will get back to you about the services we offer.

3. Why can't I connect to the Internet?

If you are using a wireless card to connect, make sure that it is enabled and that you have selected the Freenet signal, keep in mind our radios have a range of up to a thousand feet, however your wireless card may not transmit much farther than 150 feet, so even though you may get a strong Freenet signal showing on your machine, that does not factor in your computer's ability to send a signal back or the overall quality of the signal.

If you are using one of our Wi-Fi Modems to connect, then you may need to "Power Cycle" your or your and your computer, this involves cutting the power to the Wi-Fi Modem for about ten seconds and then plugging it back in, often this all that is needed to get a connection working once again, it may be necessary to reboot your computer at this time as well. If you are setting up your for the first time then you may need to change the physical location of your Wi-Fi Modem. The ideal space for the is near a window that faces the direction of the radio that your connection will be passing through; customer support will be able to provide you with the location of that particular radio. Confirm that you are attempting to connect via Ethernet; you may need to disable a Wireless Card to enable your Ethernet Port. At times the radio themselves may be the culprit, if you have tried the above, and you suspect that the radio that your attempting to connect to is suffering failure then please contact customer support at 785.371.4214, and we will troubleshoot the problem further. If you have an Outdoor Wi-Fi Modem you can still "Power Cycle" the equipment by disconnecting the Power-by-Ethernet connection. Disrupt the flow of power for at least ten seconds so the Outdoor Modem is forced to reset.

4. Can you tell me my log in name and/or password; I get an error that says "User Name and/or Password

Usually your default user name is your first name followed by a then your last name with no spaces and all lower case letters. For example "john.smith". If you still need assistance call Lawrence Freenet, provide your name or phone number, and customer support will provide you with your correct user name. If you lose your password customer support can reset it and provide you with a new one. This new password can be changed once you log in on the Lawrence Freenet home page.

5. Where are you located, and what are your hours of operation?

Lawrence Freenet is located at 2321 Ponderosa Drive, Lawrence, Kansas 66046. We are 1 block south of 23rd St and 1 block east of Haskell. Our lobby hours are 10 am to 6 pm Monday through Friday. Customer Support can be reached during Lobby Hours at 785.371.4214.

6. How do I disconnect, will I get a refund for equipment, and can I have my service prorated?

To cancel service, contact customer support at 785.371.4214 so that we will stop billing you after your 30 days of service have expired. Service will not be prorated, as you are obligated to purchase an entire 30 day period of service, which we deduct from your credit or debit card every month until we are told to stop. You must give us at least seven (7) days notice before your billing date if you want to stop service and not be billed for another 30 days. If you are renting our equipment, you must return it before we will file any disconnect. To receive a full or partial refund on equipment that you have purchased then you must return the equipment in working condition before your first 30 days of service has passed. We hate losing customers so we will definitely want to know your reasons for canceling service, and will do what we can to keep you as a customer. Remember, if you are still in possession of our equipment then you will continue to be billed for your service until the equipment is returned.

7. When is my billing date?

We have 4 dates through out the month that we deduct from our customers' accounts. Your billing date is directly related to the date you signed up:

  • If you signed up between the 1st and the 7th, then you are billed on the 1st
  • If you signed up between the 8th and the 14th, then you are billed on the 8th
  • If you signed up between the 15th and the 21st, then you are billed on the 15th
  • If you signed up between the 22nd and the end of the month, then you are billed on the 22nd

8. Do you think my modem may be malfunctioning?

You may need to "power cycle" your modem, this involves cutting the power to the Wi-Fi Modem about ten seconds then plugging the unit back in, often this all that is needed to get a connection working once again. If you are just setting up your for the first time then you may need to change the physical location of your modem. The ideal space for the Wi- Fi Modem is near a window that faces the direction of the radio your connection will be passing through; customer support will be able to provide you with the location of that particular radio. If these options do not solve your problems then please contact customer support.

9. How do I enter my scratch card, and/or where do I get my scratch card?

Scratch cards are purchased and used somewhat like a pre-paid phone card; our customers who receive free service also use these cards and will arrange to pick up the cards at our offices. In some occurrences, customers who are receiving service in apartment complexes or housing communities will instead be receiving their scratch cards from their landlords.

The scratch card information is entered into our system by the customer themselves through the lawrencefreenet.org home page. Under the home tab hit "Click Here" to the left of where it reads "Manage your account on-line". Next you will enter your user name and password, on the following screen there are many options, you will choose "Edit Your Scratch Card Information". Here you can enter the serial number and access code for your new scratch cards. If you have multiple cards they all can be entered at this time, i.e. if you have 6 scratch cards and enter them all in January, then you will have service for 6 months until they expire in July.

10. Why do I get an error that says, no IP address, or will not authenticate?

These errors occur when your cannot associate with the local radio signal. The first step is to confirm that you are using the correct password as this error suggests you are unable to authenticate your service. Another culprit may be interference; interference can be caused by dense materials or electrical devices and appliances. At times simply moving your Wi-Fi Modem to a window that faces your nearest radio will be enough to allow your modem to retrieve an IP address and authenticate. If these possible solutions do not work then contact customer support so we can troubleshoot further.

11. Why did no one come to check on service after we scheduled an appointment, or why did no one call me back when they said they would?

Sounds like we dropped the ball, we realize how important our customers are and how valuable their time is, so if this is the case we cannot apologize enough. We are constantly working on how we can better serve our customers, and obviously following through on appointments is a giant concern. Take a deep breathe and call customer support at 785.371.4214, so we can send someone out as soon as possible, or to get the answers you were waiting to hear. Again your business is the most important thing to our company so we cannot apologize enough.

12. Can I set up temporary service?

Definitely, since we do not require any extended contracts, our service is ideal for customers looking for a temporary broadband solution. However if you are not wanting continuous service you may want to come to our offices to set up a temporary service that is purchased by 30 day increments. If you sign up online with a normal account, make sure you cancel service when you are through.

13. What kind of Internet security does your service provide, i.e. "I don't feel comfortable doing business transactions over an unsecured wireless signal when using my laptop service."?

With our "Laptop" service you will be connecting via an unsecured network, keep in mind that most web pages that deal in sensitive data are encrypted. When using Firefox the address bar will turn yellow if your browser is focused on an encrypted page, Internet Explorer uses a lock icon to show if you're on an encrypted page. We are currently working on making a secured connection available to our customers who use the "Laptop" service.

If you are using one of our Wi-Fi Modems then you are on a secured network. We use WPA-2 Enterprise wireless security. WPA-2 encryption uses an AES algorithm. This is the same type of encryption used by the Secret Service.

14. Why has my service become sporadic or slow?

We apologize for the disruption in service, and will do our best to get service back to you. There are many factors that may be causing the network connection to become unstable such as changes in the environment of your area or mechanical failure of the radios that transmit your data. Call customer support at 785.371.4214 so that we can trouble-shoot what has happened to your service.

15. I want free service, what are the steps I must go through to receive that kind of funding, and is there a waiting list?

For every ten customers who pay full price for service we are able to provide free service for one customer who truly cannot afford the $39.98 a month service charge. To qualify you must fit one of the three criteria: You have children under the age of 18, you are on SSI, or you are in SRS. To begin the application process log on to lawrencefreenet.org, under the Home tab, click on "Click here for free and reduced rate eligibility". If you prefer, you can contact the Exempt Services Department between 10am and 2pm, Monday through Friday. They will be able to answer questions you may have or send out a hard copy of the application to your address. We do keep a waiting list, so if a spot is not available now you may be eligible for service when a spot becomes available in the future.

16. I use peer-to-peer and I want to know if you are going to charge me for usage or throttle my service, i.e. "Are you my dream ISP that lets me download at extremely high Mbps, with no "speed caps", and an extremely low price?"

At this time Lawrence Freenet does not officially support the use of peer-to-peer technology due to the infrastructure of our network; if your primary use of the Internet is for file sharing then you may find a service such as DSL, which does not have overage fees. DSL may be more suited for your Internet needs. Lawrence Freenet does not charge extra for use of your bandwidth. However, to ensure that all customers get equal service, each customer is allowed data to be downloaded at our highest speeds available, after an allotted threshold (which is based on time and flow) has been exceeded your download speed will be throttled down to 768 Kbps until your data usage breaks and your allotment can rebuild. This process begins immediately once your demand for bandwidth declines.

A complete overview of how the company shapes traffic can be found here.

17. When and where do I donate my hardware?

Please call us at 785.371.4214 to discuss donations.

18. Can I reactive my account?

Currently, to activate an account that has been changed to inactive status you will need to contact us at 785.371.4214, or come in during regular business hours.

19. What is the "static IP" option all about, do I need one; i.e. "Is this the fine print?"

The "static" IP option is available to customers who have a need for their IP address to always remain the same. The majority of users will not need this service, unless they are hosting a web-page or some other application that will not operate correctly with a "dynamic" IP.

20. Do you offer rural coverage?

Yes we can offer some coverage outside of the city, Call us at 785.371.4214 to be added to the contact list, so we can determine if service is available at your location.

21. Why does your Homepage keep popping up when I try to connect to the Internet or Wireless Network?

Your wireless card by default is likely set up to pick up the strongest wireless signal, and because our Wi-Fi radios produce such a strong signal your computer is likely focusing on our wireless connection. This problem can be fixed by manually selecting the connection you want to use.

22. I need a connection to the Internet now, how am I going to connect?

If you have a laptop:
If you cannot log-in to your account you can still get free wireless access at Hastings 1900 w 23rd, 785.832.0719; or Natural Grocers 1301 W 23rd, 785.830.8500. If your account is active and you know your log-in name and password then there are places through-out the city that you may find convenient to access the Internet through our network. Downtown Lawrence provides many public and commercial facilities where customers are able to connect to our network.

If you have no access to a portable computer:
The Lawrence Public Library, 707 Vermont, 785.843.3833, has access to computers and the Internet at a first come, first serve basis. All that is required is a photo ID. The Mirth Cafe, 745 New Hampshire, 785.841.3282 provides desktop computers with access to the Internet for $4.00 per hour, or $3.00 per hour for students. Dunn Bros Coffee, 1618 w 23rd St, 785.865.4211 has wireless access and portable computers at no extra cost to their paying customers, on a first come first serve basis.

23. How Do I get Lawrence Freenet at no charge?

Up to 10% percent of our members may qualify for free service. Before going through the application process you should check to see if you are in a covered service area with either laptop or indoor modem coverage. Keep in mind you will still have to rent any required equipment with a credit or debit card. You may create your application online; from the Home-Page click on: "Click Here for Free and reduced rate eligibility". Once completed, the application can be printed and sent to our office with the required identification and proof of eligibility. If you prefer you may fill out an application at our offices and we can photocopy the necessary documentation while you're here. Once we receive a complete application we will determine eligibility and add to the network if space is available.