Frequently Asked Questions

Why is my plan slower at night?

At SniperHill, our number one goal is to give you the best possible experience every time you log on. Learn how each SniperHill plan works here.

How do I logoff the SniperHill network so I can login on another device?

Enter http://logout.sniperhill.net in your browser.

How do I submit a ticket if my Internet is down?

Call the nationwide Sniper Support helpdesk, local at 079-710-1366 or toll-free at 1-855-362-7701. SniperHill associates manning the 24/7, 365 numbers will field your trouble call and will log, create, assign and route your ticket to the appropriate site. Forgot username/password and other minor issues will get instant resolution.

How does upgrading my plan work?

  • Target Practice (7-day plan) can be upgraded to EXPERT (30 days) at any time. At time of upgrade, 23 days are added to the existing 7-day plan totaling 30 days of access.
  • Marksman and Sharpshooter 30-day plan subscribers can upgrade either plan at any time. The upgrade will auto-calculate how much time is already used and determine the proper charge for the higher bandwidth package rate for the remaining time your account has left.
  • Recon (1 day) subscribers can upgrade to Target Practice (7 days) or Expert (30 days) before you log in. At time of upgrade, the appropriate number of days will be added to the existing 1-day plan adjusting it to either the 7 or 30-day option chosen. If you've already logged in to Recon (1 day) you must finish using that time.

I did not write my password down and cannot remember it to log in, what do I do?

Use the automated SniperHill Password Retrieval System (SPRS) by clicking here. SPRS will email you your username and password instantly!

Why are certain sites blocked?

As mandated under its DOD contract in Afghanistan, SniperHill prevents access to sites violating personal conduct codes pursuant to CENTOM General Order #1. If you feel a site is being blocked in error, please contact us at info@sniperhill.net.

Why is it when I'm downloading a file it is way slower than my plan's advertised speed?

Download speeds and transfer rates are not the the same. The maximum possible transfer rate for 128kbps is 16KBps. Here's why. Data is measured in multiples of the units, bit per second or byte per second: “b” stands for “bit” and “B” stands for “byte”. One byte refers to 8 bits. (16KBps x 8bps = 128kbps.)

Why are accounts only valid for 30 days?

To avoid locking you into a long commitment and to allow options to upgrade or downgrade your plan at any time.

I’m trying to download a large file but the download always breaks halfway through and then I have to start all over again.

Try using a download manager that is able to resume broken downloads where they left off. Several reliable and free downloads are available on the web. Just type in keyword “download managers” in your favorite search engine.

Why is it so expensive to get service here as opposed to back home?

Overhead and bandwidth in Afghanistan and Iraq is extremely costly due to underdeveloped and unregulated infrastructure, unconventional methodology, and the use and maintenance of International satellites that’s required to get bandwidth in and out of each remote site. At home none of these constraints exist. Also, bandwidth at home is nowhere near the cost it is in Afghanistan and Iraq because of America’s unsurpassed Internet and Wi-Fi infrastructure, the surplus of fiber backbones and high speed cable lines to propagate the bandwidth. There is obviously none of that in an underdeveloped third world war-ravaged country. If there were, speeds would skyrocket and monthly prices would plummet. To this end we are working with the prevailing host nation government agencies and other parties to bring a fiber optic-fueled backbone to all of our sites. Our number one goal is to provide the best possible internet experience each and every time you logon. Until we’re successful with our fiber initiative, we’ll never be able to match the commercial Internet experience we all enjoy back home, and even then it will never be like back home. But we can do our best to be in the ballpark even though costs may be higher than back home.

Why does SniperHill generally not use wireless access points or allow us to connect wireless routers to your network?

Wi-Fi is great in airports and Starbucks but not in a warzone. Notebooks and Macs, regardless of how new or powerful they may be, cannot send and receive packets over a long distance and certainly not through blast walls and Hesco barriers even if the hotspot access point signal radiates strongly to your machine. Normal wireless is much uncontrolled. It’s a lot like a walkie-talkie. If only a few people are trying to use it at once it works fine, but as more people get on the channel they interrupt each other more, and less information gets through. Standard built-in wireless wasn’t designed to be used by hundreds of people in a very small area.

I want to play my game online but it is not working.

Contact us with the name of the game and we’ll see if we can assist you.

What do I get when I sign up for one month?

You get credit for 30 consecutive days. For example, if you pay on October 1st, you get unlimited Internet access until October 30th. If your first login was at 12pm on October 1st, your account will expire at 12pm on October 30th. Manage your account hassle-free here. Change your password, get more time, upgrade on the go, see how much time is left on your plan, and view or print your purchase history.

How can I make sure my computer isn’t downloading or file sharing while I am away?

Enter http://logout.sniperhill.net or when you’re finished with your online session just shut down your laptop, disconnect from Wi-Fi or unplug the Ethernet cable connected to your computer.

I tried playing an online game and the game’s latency was extremely high.

Satellite communications have higher latency than terrestrial fiber and other stateside internet connectivity options that you may be accustomed to. The higher latency of the satellite causes the game to run slower.

How can I determine what my IP address is?

Click on your start menu then select [run]. Type “cmd” in the popup window and click [ok]. A black window will appear. Type “ipconfig”. Your IP address is the third line from the bottom. Type “exit” to close the window.

What is up with the latency? Why is it higher than in the US or most other parts of the world?

Latency is the delay between requesting data and getting a response, or in the case of one-way communication, between the actual moment of broadcast and the time actually received at destination. Compared to ground-based communication (such as fiber or cable lines), all geostationary satellite communications experience higher latency than that of ground-based communications due to the signal having to travel 22,000 miles out into space to our satellite in geostationary orbit and back to Earth again.

The signal delay can be as much as 900 milliseconds or more, which makes any Satellite-based service unusable for applications requiring real-time user input, such as online games or remote surgery. This delay can be very unpleasant with interactive applications, such as VoIP, videoconferencing, or other person to person communication. The functionality of live interactive access to a distant computer can also be subject to these problems caused by high latency. These problems are more than tolerable for just basic email access and web browsing and in most cases are barely noticeable.

There is no simple way to get around this problem. The delay is due to the speed of light being 186,282.397 miles per second in a vacuum. Even if all other signaling delays could be eliminated it still takes the electromagnetic wave 233 milliseconds to travel from ground to the satellite and back to the ground, a total of 44,000 miles to travel from source to destination. That’s 88,000 miles round trip (user to ISP, and then back to user). Factoring in normal delays from other network sources gives a typical connection latency of 500–700ms. This is worse latency than that of what the most dial-up modem user experiences which is typically only 150–200ms total latency.

How do I sign up for service?

PC & MAC (Wired)
Once your room has been outfitted for service

  • Simply plug your existing in-room cable (from the wall, ceiling or floor) into your notebook or PC.
  • Launch your Internet browser.
  • Click the “Register Your Account” icon on the landing page and select the plan that's best for you. (Signups can only be done on the hotspot page. Signups cannot be done on the public www.sniperhill.com/sniperhill.net sites.)
  • Create a new account.
  • Login with your username and password after you activate your account and you're online!
  • Check your email for your login information.
  • Pay in person with debit/credit card, cash or Eagle Cash.
  • Stop by your local SniperHill sales office and a SniperHill associate will help you, answer any questions you may have and get you up and online in no time.

PC (Wi-Fi)

  • Mouse over your computer icon in your lower right start bar tray.
  • Click "connect to a wireless network."
  • Select the SniperHill Wi-Fi hotspot showing four bars or higher signal on your notebook.
  • Do not connect to any hotspot access point with anything registering below three bars of signal strength. Selecting anything below four bars will result in slower; spotty service.
  • Click the “Register Your Account” icon on the landing page and select the plan that's best for you. (Signups can only be done on the hotspot page. Signups cannot be done on the public www.sniperhill.com/sniperhill.net sites.)
  • Create a new account.
  • Login with your username and password after you activate your account and you're online!
  • Check your email for your login information.
  • Pay in person with debit/credit card, cash or Eagle Cash.
  • Stop by your local SniperHill sales office and a SniperHill associate will help you, answer any questions you may have and get you up and online in no time.

MAC (Wi-Fi)

  • In the upper right of your top screen Mac bar, click the Wi-Fi icon, turn on Airport Scan; select SniperHill Wi-Fi.
  • Select the SniperHill Wi-Fi hotspot showing four bars or higher signal.
  • Do not connect to any hotspot access point with anything registering below three bars of signal strength. Selecting anything below four bars will result in slower; spotty service.
  • Click the “Register Your Account” icon on the landing page and select the plan that's best for you. (Signups can only be done on the hotspot page. Signups cannot be done on the public www.sniperhill.com/sniperhill.net sites.)
  • Create a new account.
  • Login with your username and password after you activate your account and you're online!
  • Check your email for your login information.
  • Pay in person with debit/credit card, cash or Eagle Cash.
  • Stop by your local SniperHill sales office and a SniperHill associate will help you, answer any questions you may have and get you up and online in no time.

Is the SniperHill network secure?

  • SniperHill goes above and beyond to ensure your safety and security. We protect your sensitive data like no other provider in the Middle East.
  • SniperHill is a certified PCI (Payment Card Industry) compliant provider and strictly adheres to the PCI Data Security Standard. Since operations began, SniperHill customers have never encountered an issue of compromise signing up or renewing services through our safe and secure PCI-compliant systems.
  • PayPal, the world’s global online payment leader, is SniperHill's trusted e-commerce business partner allowing the most safe and secure debit, credit and PayPal payment transactions in the world.
  • PayPal has achieved the American Institute of Certified Public Accountant's Statement of Auditing Standards #70 (SAS70) certification. Its total payment volume, the total value of online transactions, exceeded $118 billion USD in 2011.

     

How do I know if my personal information is protected?

SniperHill will never request credit card or any other confidential information. If you receive an email that appears to be from SniperHill asking for credit card or any other confidential information, do not respond and report it immediately.

Do you support online gaming?

SniperHill does not block any PC based online games such as World of Warcraft, Call of Duty, and Battlefield. However, pursuant to the Acceptable Use Policy in section 8, xv. of the SniperHill Terms of Use (TOU) agreement, no unauthorized devices are to be connected into the network at any time. Unauthorized devices are any devices other than your computer. This includes but is not limited to non-PC based gaming systems such as: XBox 360s, PlayStations, Wiis and wireless routers.

Why can't I download files from some file sharing sites?

SniperHill prevents access to sites falling under the known "bootleg" category of traffic on its security based network. SniperHill also blocks illegal BitTorrent protocol categories, sites violating personal conduct codes pursuant to CENTCOM General Order #1, and does not support other illicit peer-to-peer file sharing sites and applications. If you feel you are accessing legal files from a particular site that's blocked, please contact us at info@sniperhill.net with the information and we will get back to you.

How can I test my service plan's speed?

SniperHill must adhere to stringent standards on all service plans under its DOD/AAFES contract. Independent and vetted throughput tests measuring download and upload data rates are performed at SniperHill sites by certified DOD engineers. Test machines are fielded at these sites by DOD; utilize both TCP and UDP protocols, and are run at least once every ten minutes, 24 hours a day, seven days a week, 365 days a year. 

When conducting speed tests, be sure to use a speed test site that works best for testing satellite (VSAT) Internet services, as used in almost all remote areas overseas. When testing your connectivity, it's always a good idea to run at least three speed tests to cover any variations that may occur between tests. Be aware there are several uncontrolled variables which could affect your results when conducting tests yourself without a system especially configured for speed tests. These variables include but are not limited to:

  • Your operating system
  • Applications on your computer that may interfere
  • Your firewall settings
  • Your antiviral settings
  • Your browser settings
  • Other background applications accessing the Internet

Are any SniperHill proceeds returned back to the community?

Yes. As an official Army & Air Force Exchange Service concessionaire, a portion of proceeds from our services are returned to the customer base at every US/NATO Base through a variety of programs designed to improve quality of life, morale and welfare.
 
While most of the Exchange's earnings go to US Army Installation Management Command (IMCOM), G-9, Family and Morale, Welfare and Recreation Programs and to Air Force Services ($248.7 million in 2010), the remaining funds support the construction of new and improved Exchange facilities. Learn more here.

Can I use SniperHill on my iPad, smartphone or tablet?

There are no special settings required to login on your iPad, iPod, tablet, smartphone, PC or MAC. If you're already logged in on another device, you'll need to logout before logging in on your mobile device or any other machine. To do so, enter logout.sniperhill.net in your browser, then connect and login on your mobile device.

Can I get a refund if my service is down due to a blackout?

Please refer to the Terms of Use agreed upon prior to point of purchase.

SniperHill must comply with all Command-ordered blackouts under its DOD/AAFES contract. Blackouts, also known as "Restricted Comms" or "River City", are lifted when notified by Command. For any other questions regarding the Command-ordered blackouts, please visit your local Mayor Cell.