Did you know that Hyper Fusion offers more than just home and business fixed internet services? Well, we do, most folks just don’t realize we also offer not, just nationwide 4G LTE mobile service, but it also works internationally. Our HyperNET Mobile SIM cards will also go in 4G wifi modems as well for a great backup internet option. All of our staff use a Dual SIM ASUS Zenfone 5q with one of our HyperNET SIM’s and an AT & T SIM as a back up, since there are some valleys some are in, and some that are not. But with this combination, our staff members ALWAYS have data and voice, and SMS just about where ever they are at in Burnet and Lampasas counties. We’ve also heard that Sprint works pretty good as a 2nd SIM as well.
NEW PROMOTION: EXISTING HYPER FUSION CUSTOMERS WHO PURCHASE A DUAL SIM HYPERNET DEVICE FROM US WILL RECEIVE AN ENTIRE MONTHS FREE INTERNET OR $80 CREDIT ON THEIR BILL, WHICH EVER IS LESS! (OFFER ONLY APPLIES TO DUAL SIM PHONES)
CLICK HERE to view prices and sign up. Existing fixed point wireless customers quality for only a $5 SIM card activation if you bring your own unlocked (and in most cases most phones will work with our SIM cards, except Verizon phones just won’t work), otherwise, we do have Dual SIM phones, that come pre-activated with HyperNET service and the activation included at no extra charge if you buy a device from us. The Dual SIM devices are great, because it allows you (except for verizon customers at this time, though we’re working with Verizon to strike a deal to allow our SIM cards. IN ADDITION connect to their towers as well, giving us the power to hit 2 competing carriers resulting in MUCH more stable service) to keep your existing mobile phone service without re-configuring, to try out our HyperNET service side by side in a device that holds 2 SIM cards, basically works like 2 lines. So you don’t have to cancel your current mobile service with a Dual SIM phone.
We are currently working on getting 2 of the partner 4G network carriers that we work with to place their access points on all our tower systems to guarantee ridiculous 100 Mbps + speeds all across our home service zone. There are lots of areas, just outside the larger cities, but not more than 10 miles out, where speeds hit this no problem because no one uses this network really yet. Most average speed test getting 60 Mbps.
Local Small Business Advertising On Our Sign Up Page
This is a new program we started. We decided now that our website gets more traffic than either Rise Broadband or Grande Communications, we’ve decided to help out our local small business owners by setting up some banner ads for select local small businesses that we want to help promote. If your interested in getting some advertisements on our sign up page, where we get THOUSANDS of visits every day and you’ll get strategically targeted advertising from visitors who (95% of which) only live in the area. Simply email sales@hyperfusiontech.com to get more information from one of our sales staff today!
Hyper Fusion Public Forums
We have started a public message board forum, free for all to join, and will be posting more and more internet tips and tricks, wifi administration tutorials, how to get your fixed point wireless circuit optimized, and much, much, more. We also have hidden dedicate customer message boards that our customers can get access to for information and help just for active customers. You can visit our forums @ https://forums.hyperfusiontech.com You must open a new portal support ticket if you’d like access to the dedicated customer message boards.
IMPORTANT REMINDER NOTICE: OUR PRIMARY PHONE NUMBER HAS CHANGED TO 512-790-2250. OUR SMS NOTIFICATIONS WILL ALSO COME FROM THAT NUMBER AND ALL OFFICIAL SMS / MMS MESSAGES WILL START WITH ( [Hyper Fusion]).
Fusion Portal
Installed Emili integration software and API’s required to tie phone system into our Fusion Portal system so they become one in the same. In the upcoming weeks Chris will be completing the pieces to fully integrate Emili into our crm system (Fusion Portal).
Customer Support Policy Updates
Our live customer support hours have changed to Tuesday thru Friday from 10am to 4PM. As soon as we open our public office where customers will be able to come in to pay their bill, sign up for new services, and purchase home internet based products. Then our customer support hours will expand to 6 days a week, and open earlier as well. We will post an announcement of course when this occurs.
Field Work Plan For Sept 16th – 28th
While working this week, if you’re out of service in one of the areas listed in this section, or if you require an onsite repair, our field teams will be coming to visit you on the days listed along with the repair of the repeater you’re connected to. If you’re not listed, please contact support for more information.
Monday (9/23) : Council Creek / Spider Mountain Valley
Tuesday (9/24) : Eagles Nest
Wednesday ( 9/25) : Kingsland North
Thursday ( 9/26) : Briggs Fiber DMARC Install
Friday ( 9 /27) : Kempner Fiber Gateway Beef-up & overhaul
Saturday (9/28) : Burnet Main Overhaul (This job will take 2 days, all weekend, and will be down most of the time, please plan accordingly.)
Front-end Website Updates
Updated the security and web statistics tracking software. Changed out from Google to Alexa so they can get a better idea of our traffic. Also updated our web server software to latest version with lots of much needed security patches and speed increases.
Emili Updates
Emili has now complete access within our phone, SMS, and messaging system. During live support hours (Tuesday – Friday, 10am – 4pm) you will be given the option to contact a live support agent. Outside of those hours, Emili, our virtual agent will be able to assist you. Again, as time goes on and our team teaches her to interact with our delivery network more and more, she will be able to get folks back online by logging into their circuits and checking on real time circuit statistics. Chris has laid a good chunk of the rest of the framework to make Emili much more usable and easier to understand. As a reminder, you can get a current list of all of Emili’s “trigger phrases” to get her to help you with common customer support processes.
We are hiring for junior and senior installers, starting at $14 / hour plus $20 per Diem for qualified senior installers with their own truck and tools. Once you’ve completed your 50th live install we’re offering a $1,000 bonus. And once you’ve completed your 100th live install, a $2,500 bonus. Free internet and HyperNET Mobile service is also available for qualifying staff once requirements are met.
I recently put in an email for a service request because I read it on last weeks post, but no one has called me back, what do I do?
We have not forgotten about y’all. We took everyone that emailed in, triage each case based on several factors and started scheduling. We will be calling several folks back tomorrow late in the evening as everyone will be out working on our Friends 1 and Kempner Gateway tomorrow. As we work through this week, most of you will be repaired or installed. Additionally, we have received several mesh router systems that were due for our special we were running, so if you qualified for an AmpliFi Mesh router system but haven’t received it yet, you will be called tomorrow to schedule installation.
Hey everyone, just a quick post to let everyone know of the way we set our phone system. It’s pretty much back to normal and just like it was, however, please note the following changes:
Live Customer Phone & Webchat Support hours are changed to Monday thru Friday, 9am to 4PM ( except our live customer support will be closed Monday, September 16, every other monday we will be available though.
Chris’s incoming SMS Texting is fully disabled, and he is unable to receive any more texts or phone calls on his mobile phone and all calls and messages moving forward will simply be dropped. Everyone he was privately talking to, needs to contact Customer Support directly moving forward.
Our primary number changed from 512-790-2252 to 512-790-2250 please make a note of this.
Our phone system, when you call in, if its under normal business hours you’ll get the option to either press 1 or say “live agent” to speak with a live person, or you can press 2 or say “Hey Emily” and Emily will try and help you out. If its outside of normal live customer support hours, your call will automatically be routed directly to Emily.
Emily now has her linkage software built that in a few days will allow our customers to call up after hours and have her reboot gear and do other troubleshooting procedures by actually logging into equipment, not just talking you thru some complex procedure you have to do and getting frustrated with it and getting lost.
These changes, updates, and simplifications of our communication system should ensure a much better customer experience with Hyper Fusion and will make sure our staff doesn’t over look any details, no matter how small or seemingly unimportant.
Just a quick post to let everyone know, tomorrow morning I will be forwarding our primary new number to our Office Managers phone directly here at some point today so direct phone dialing will work. Our phone company has informed us that the port over from our old provider to our new provider will be completed in 48 hours from this post, so after that phones will return to normal and EMILI will only act as a helper outside of normal office hours. As I teach her more and more, she will get more and more useful.
We have created a survey. We ask that everyone who has called, texted, or Facebook Messenger’d with EMILI to fill out our survey so we can improve her neural logic and tune her more to our needs. Please bear in mind, this is a brand new type of technology that we JUST released, and like anything else on launch, its a bit buggy until I can work out the kinks.
Change In Standard Weekly Update Notification Procedures
Hey everyone, to make it a bit more simple, we will now be having someone from our team post a weekend update post, just like this one. We will have this generally posted at sometime on Sunday, so the post is up and ready for everyone to read first thing Monday mornings. As we grow our new management team has recognized the need for once per week meetings to make sure all our field staff, office staff, and other teams are all on the same page. With that in mind, it is important to understand that over the next two weeks we are changing over a lot of our business procedures AND network to get things complete stable network wide. With the new plan we’ve put in place and everyone that did need help emailing in as instructed, it will allow us to get everyone on the schedule tomorrow and those of you who emailed in as instructed will be getting put on the schedule and will be getting phone calls tomorrow to confirm appointments.
PLEASE NOTE: We are working VERY hard sweating our @#$% off and busting our backs so that each and everyone of you can get fixed and we can resolve our spring and early summer no shows as a result of the shady job those terminated staff where doing. Moving forward now that we have a solid management team, a much better trained office staff, and a MUCH more trained and HIGHLY capable field staff put together over the next 2 weeks things should level out rather quickly. If you emailed in for a repair over the weekend, all of our staff will be busy all day Monday working out this weeks schedule to get you all repaired and our field team is fresh off a break and ready to get cracking on everything. We will get most of you called back before the day is out. Anyone we miss, we will get you first thing Tuesday morning. With the transfer of the phone system to a new provider and all our network IP’s switching over to our new fiber provider, phone support will be very spotty this week, as will web chat support. We highly recommend you use the ticket system this week or call EMILI if your not having any luck with web chat support or phone support.
After September 16th our live phone and webchat support hours will expand to Tuesday thru Friday 9am to 4PM. All customer support agents and field staff we give off the day before and day after the following holidays if they land during the week; Easter, Summer Break ( June 19 – June 23 ) , July 4th, Labor Day, Memorial Day, Veterans Day, Thanksgiving, and our Christmas Break runs from Dec 23rd to Jan. 2nd each year. During Christmas Break NO ONE will be around or doing anything.
With the massive influx of new signups from yet another media posting we really need some more solid field folks. No experience is required to becoming a Junior Customer Premise Engineer and we start at $12.50 / hr and guarantee a raise to $14 / hr if you pass your 30 day probationary period and training. As a junior a vehicle is handy, but not required and we do not cover gas for your personal vehicle being driven around as you will be riding with your assigned Master CPE Trainer. In order to qualify as a Senior CPE upon hire you MUST have your own presented. insured truck, SUV, or other capable vehicle that will carry up to a 40 foot extension ladder. You also must know how to terminate Ethernet cat 5e -B standard efficiently with a low failure rate and be able to find and correct any errors when they are made, you must also possess a full set of speed wrenches, sockets, deep sockets, fishing rod, drills, big 12 to 18 inch drill bits for drilling thru structures exterior walls, a small light weight netbook or larger tablet (to access gear) and a used and unlocked mobile phone your not using (We provide the SIM card and do recommend a Dual SIM phone for optimal operation). You must also have a basic understanding of how you get a DirecTV type satellite dish to connect or actual fixed point wireless radio alignment experience. As a senior you’ll also be responsible for speaking with the customers so customer service skills are a must. Starting pay for Senior CPE’s is $16 to $24 per hour depending. A live on the first try bonus is paid to ALL staff. Additionally, once you pass your probationary period, you’ll get free internet.
The most important things you need to understand about this job is we need folks who will CONSISTENTLY arrive at their first job site for the day at 9am SHARP without fail Monday thru Friday. We also work outside on roofs and in ditches out in rural remote areas. It’s consistently hot, for the most part, even in the winter. It gets dirty and at times can be tough. We need rugged guys. Roofers, we can train you to do this from the ground up, so if your out of roofing work, having a basic and strong knowledge of how rooves are built in order to place mounts makes you prime candidates. Don’t be scared off by the fact that this is internet. This is line-of-site and the receivers are will be pre-configured, literally point and shoot, then hook up your cable and your done. Also, we do conduct pretty heavy background checks for obvious reasons. Any injury claims will require a drug test. If you come back dirty, not only will you not be covered for the workman’s comp insurance, but before you can come back to work, you MUST complete a certified drug re-rehabilitation program. We believe in 2nd chances, but that’s all you’ll get. A 2nd drug offense will be an automatic termination.
As we move forward with getting our business professional and getting all our ducks in a row, the management team has decided to switch our phone system provider. Over the next 5 to 7 calendar days as they switch over the ports with our numbers calling may prove difficult. Once the change over is complete however, ALL SMS notifications and our primary phone number will be changing to (512) 790-2250 This will be our permanent phone number moving forward for years to come. After this week any authorized staff that call or SMS you, the caller ID will come from this number and this number alone. If it does not, this is NOT Hyper Fusion communicating with you and you should email scams@hyperfusiontech.com As we grow, we expect that we will start getting hit with some scams. We’ve always got to stay 2 steps ahead of the scammers and spammers.
Standard Communications Procedures Update & Getting Help With Slow Speeds or No connection.
From this point forward Hyper Fusion will no longer be sending out emails of any kind other then courtesy notifications for changes made to your account or new replies made on your support tickets. Our ticket system is our ONLY official form of communication regarding your account. So if you want to upgrade your services, transfer them, terminate them, or any other official change regarding your account it must be done through our ticket system. You can create a new ticket by either logging in to your Fusion Portal online and opening a new ticket or by emailing into support@hyperfusiontech.com Please be sure to ask your question in the body of the email or ticket in your Fusion Portal and limit your subject line to 200 characters or less. If you put a big long giant question in the subject line, our system cuts off everything past 200 characters so we won’t be able to read it and help you as quickly. Please, we ask that all customers focus their communication within our ticket system. Our office manager and Chris will be working very closely together every morning before he heads out into the field to go thru as many tickets as possible to make sure everyone gets speedy customer support.
Additionally, for those customers who are used to speaking to Chris or Will directly for customer support, they will both be training our current support staff and office manager very heavily thru out the week in order to assist you in any questions you may have or help you may need with your account. In order for us to get our field work caught up and every one happy and satisfied they will need to be focusing on field work quite heavily over the next few weeks and will not be available. As Hyper Fusion grows they will need to focus on building the business and ensuring that our network doesn’t get pummeled again by people who don’t know what they are doing and with our new managing and now screening staff much more heavily, its helping us avoid those issues moving forward.
If you recently have had normally working service or at least some service, EMILI, our AI, can help most customers get going again. In our first week she fielded over 500 customer support calls and 200 of those where slow speeds our connection was out and she was able to resolve 70% of those without our interaction so she’s already pretty good. Chris will be teaching her how to do all sorts of things soon including changing WiFi passwords for those of you with our managed router service, being able to interact with EMILI with a Google Home speaker using the Google assistant, check on your bill to see when its due, and all kinds of things, just call ( 512 ) 645-1135 to give it a try. To get a more comprehensive list of questions to ask EMILI with help on, CLICK HERE.
Burnet South Gateway Fiber Upgrade
Burnet Gateway & Fiber DMARC Site, just about done. Got a few more enclosures to mount and another section of pipe to install but it will be up and live this week!
So we ran into a slight delay with the City of Burnet as this is our first site we’ve ever placed inside city limits that require a master electrician to pull a permit and have the city inspect the site before we can connect up the power. All the other work is completed however and Tuesday we will be digging the power trench on the site and getting the Burnet South fiber spun up. Wednesday night we will be making the change over.
Our Friends 1 / Arrowhead Repair Job
Our entire staff will be out at Our Friends on Wednesday to work on the repeater, boost up the parks WiFi, and permanently repair the arrowhead down-link radio mount structure and replace the line. We will also be working on customer repairs within a 5 km radius of our friends on that day. We ask that if you are a resident or guest in our friends to please email support@hyperfusiontech.com if you would like a booster radio and cube router like the residents with solid service have so we can get everyone trimmed up. Residents and guests of Our Friends 1, are you having troubles using the park wide WiFi or is your other providers internet suddenly slower? CLICK HERE to find out why and how to fix it.
Our Friends 2 / Chica Ranch Repair Job
Friday, bright and early we will be working on raising up the Kempner Main tower at Our Friends 2 another 20 feet and bolstering the up-link connection to Kempner North. This will drastically improve speeds to Chica Ranch and surrounding customers. Additionally we will be installing the beefy park wide WiFi system just like at our Friends 1 at our Friends 2 at the same time. If our field team has time and there are any re-points/fine tunes/repairs with in a 5 km radius of the repeater, the teams will be addressing those customers on Friday.
Burnet Main Re-Structure
On Sat. Sep 21st we will be stripping ALL cables off Burnet Main and most of the access points and changing them out for brand new fresh replacements. Additionally we will be beefing up the tower’s lightning protection system as well as installing a server rack with some specialized web caching and cloud servers to help speed up load times and commonly used and shared internet files, such as that latest release of Stranger Things on Netflix. We are also installing heavy duty lines on the tower to ensure a longer lasting and more stable circuit for everyone since Burnet Main is one of our main distribution towers. (Meaning it connects to at least 3 other repeaters, is directly connected to a fiber-fed tap point, and house’s private circuit links)
7 Creeks / Equrina
We are working as fast and as hard as we can to get 7 Creeks working correctly again. Monday , September 15th, we will be replacing the 7 Creeks backbone link with a brand new pair which should resolve the slow speed issues. Once the Burnet Main Re-Structure is completed though, we will be placing brand new gigabit backbone radios to both 7 Creeks and Equrina which will allow those sites to run at the same power packed speed as Burnet Main and allow for much more stable connections way out there. We will also be activating the 7 Creeks B repeater this month at some point as well.
Briggs Repeater & Fiber DMARC
Tuesday, September 17th we will be installing the Briggs repeater & Fiber DMARC point. This opens up a lot of new area for Hyper Fusion so spread the word. Briggs installs however won’t be happening until mid-November due to the amount of worked we’re backed up with. This repeater should go up nice and fast however, because its just getting an an omni repeater on it so, radio installation will be nice and easy. Good for connections up to 15 km. This repeater site will eventually connect to Liberty Hill where we will add our 3rd fiber provider into our network when the time comes.
Burnet East / 29 East
Everyone that has been waiting for Burnet East and 29 East (10 km east of Burnet on Highway 29) these 2 repeaters we’re going to build at the same time the first week of October, however, other than the existing customers that require these towers to get service, new customers of these locations will have to wait until mid-December to get installed. Again, we are just that backed up with new service requests.
Lampasas / Nix
This week as we get all of the other above work done, we will be taking some scans and surveys of the Lampasas area. We have a couple options from building out Nix and tapping our Lometa fiber, or tapping our Key Ave fiber and building a new repeater site there. We could also increase the height of Lampasas East and accomplish the same thing there. Over the course of this week we will be doing some more surveying to determine the quickest course of action to strengthen up speeds in those areas to get everyone’s needs satisfied. We ask that you bear with us as we get some radios swapped out, and we need to do some work on Lampasas West to get that beefed up, including a new backbone gigabit radio to really beef up that site.
Cottonwood Mesa
We will be working on building out our Cottonwood Mesa repeater and hope to have it fully up and operationally before the month is out. However, we’ve run into a few snags with the sub-division managers and some issues we are working together to resolve. We hope the matter won’t take too long and we can start installing internet for those folks before the month is out.
Hey everyone, we’re making our update post for the coming weekend. Our website and portal will be going up and down this weekend as we conduct upgrades and adding a few new servers into the rack. We know that there are a few folks who got their appointments missed this week due to the Burnet South fiber being installed. If you recently had an appointment set over the last week, your appointment is firmly set and already under our new process and this update does not apply to you. If you were impacted by this, or simply still need your install or repair onsite conducted,
WILL HAS PERSONALLY REQUESTED TO SPEED UP YOUR REQUEST, IF YOU’RE IN NEED OF REPAIR, PLEASE INCLUDE AND ATTACH PHOTOS OF YOUR RADIO AND INSIDE CIRCUIT. IF YOU’RE WAITING ON A NEW INSTALL, PLEASE SNAP SOME PHOTOS OF YOUR ROOF OR ANY UTILITY POLES THAT MAY BE ON YOUR PROPERTY. THIS WILL ALLOW US TO GET VITAL KNOWLEDGE BEFORE HAND SO THAT WE CAN COME OUT ONE TIME AND MAKE SURE WE MAKE THE MARK AND GET YOU LIVE!
Chris and his brother are going to be piling thru tickets all weekend. We have set up this inbox so we can get all these last little remaining jobs cleaned up. Even if you have internet, but are a bit slow, please report it using the email address above. To help our customers still get answers to our questions, Chris has taught Emili some more things she can answer for you, here is a list of questions you can ask Emili to get the information you need. Chris is just about done with the bits of code that will allow Emili to get into your radio and reboot it and run the same processes’ Chris runs to magically fix circuits how ever he does it. So, this should help get most folks instant help instead of waiting.
With our field team being a bit more trained now and it getting cooler we are about to start our big fall field work ramp up schedule. Which means will be working longer in the field and before the month is out we will be extending our phone and web chat support hours back to winter schedule. We are doing MUCH better this week with on-time appointments and everything we have going on. We are currently hitting every one of our appointments without being more than 15 minutes behind. Look at our fiber can, doesn’t it look so pretty?! Remember, that’s the difference folks, we’re the only one who posts photos of us digging and laying fiber across Burnet and Lampasas counties because we are THE ONLY PROVIDER LAYING FIBER that’s a local little company and not big box internet. If you’re not laying your own fiber, then your calling up AT & T and slapping your own sticker on it. Well, we don’t do that. This area needs new fiber!
Now that we have confirmed and located all the customers and the few unauthorized and VERY horribly put together repeaters that the staff that was terminated in June put up without permission and Will has completed the engineering plans to fix it we can get you folks fixed up. Those customers located in the Council Creek / Wolfe Creek area out by Spider Mountain, customers connected to Arrowhead Ranches repeater, and those located east of Burnet that have had their installations or repairs held up more than a month please note that in your request as we will have some sizeable credits coming your way and we have some paperwork we need y’all to fill out so we can recover the funds for these repairs. I know several customers have been really frustrated with the situation, and this will get everyone resolved. As most of you already may know, and hundreds of happy customers can contest to, once Will visits you, you just always have awesome internet after that. Period.
Although we did not cause any of the problems caused by the staff we terminated, we do however feel super bad about what happened, as we started this company to help people get decent internet. With that in mind, anyone still not live that are affected by this, will be getting 100% of any monies paid in credited to their account. Hyper Fusion’s co-founders believe this is the right thing to do. Plus, who can go wrong with free internet? Remember folks, there’s a reason we have a waiting list of over 100 requests for service now. Because our service is by far superior to any other local provider around the Greater Highland Lakes area, and the ONLY pure digital hybrid network for miles around.
So, there’s been some updates and changes to the way in which Emili works and what we’re integrating her with. As we make changes to her core software, we will always post the updates and fixes and other things. Below is a list of the new features we’ve added. This should GREATLY increase our level of Customer Support and result in less downtime for everyone.
Multi-Channel Integration
We’ve added several ways in which you can interact with Emili, our 24 / 7 around the clock virtual agent. Our SMS notifications come from the phone number 512-645-1135, except now you can text back or call in and speak directly with Emili. Additionally, if you use Facebook Messenger, you can visit our new re-created Hyper Fusion Facebook page and turned on the “Send Message” option so you can interact with the EMILI system, which has basic access to our portal data.
Phase 1 Standard PBX Phase Out From now on, outside of our normal live Customer Support phone / webchat support hours, all calls will begin routing to Emili for her to handle after hours for basic questions.
Radio Status Checking Emili can now check-in and ping our tower devices directly and let you know what our live status is with our network, so no longer having to wait and not get a hold of anyone for basic radio checking.
Automatic Account Detection If you call from the phone number listed in your account (we highly recommend using a mobile phone number to take advantage of all the non-internet related ways of getting account & outage notifications.) Emili can look up your phone number in our Fusion Portal to determine your account and your current circuit status.
NEXT UPDATE WILL CONTAIN
Alexa and Google Home / Google Assistant Support – Have the Google home speakers or Alexa speakers or other home devices? After the next update, you’ll be able to use them to talk to Emili and get help with your account (of course assuming those devices have a data connection, which both devices do have mobile phone apps that work over 4g LTE
Basic Tier 1 Interactive Tech Support – Emili will be able to do things like login to your radio and reboot it (if its connected), login to your radio and check for local interference and make a recommendation based on the knowledge database on how to correct it.
What’s App Channel – Use What’s App? We’re adding this as just another way like Facebook Messenger that you can interact with Emili to get quick Customer Support
Customer To Staff Interactions – We will be adding things to the system that allow Emili to take input from our customers such as, “I need to speak with Will, I’m a repeater customer and my tower is out” and if the system can’t automatically get the link back up, calls’s Will’s phone, and passes the customer’s call through to him (of course inside working hours and when he’s available). Additionally, our systems will detect the amount of traffic or “chatter” regarding reporting outages, slow speed, or other issues, and automatically text and call the staff required to repair that item, and tell them right where to go based on real time reporting.
Basic Fusion Portal Integration – Emili will be able to check your Fusion Portal account for new replies on any open tickets and let the customer know the reply. Additionally, customers will be able to automatically send themselves a password reset email using the phone verification system.
We hope that these and future improvements are useful to you, enjoy!
Hey everyone, as I’m sure most of your know our south network is super slow right now because we have everyone on our back up connection from the Spectrum Co-Ax. As you can see from the photo above we have completed splicing our Burnet South fiber. Over the holiday weekend our loyal team will be working feverishly to get everyone back up. We are aware of the issue, and iwas annouced by mass email, we posted on our website about a week ago, and posted in the rural internet facebook group, and then here’s an update for today for those of you who missed it:
Everyone who is effected by the slow speeds, please be sure to open a support ticket and you will be given full credit for the slow / out days. Once this job is complete, we will be heading up to the Burnet Main tower to replace the 7 Creeks Backbone, and re-structuring some things, as well as putting a 2nd gigabit uplink directly from the fiber splice point to Eagles Nest, so each tower will be directly connected to the splice point and Eagles Nest, Kingsland North, Council Creek, and Bluffton / Tow will no longer have to rely on Burnet Main.
We have completed moving our NOC to our new location and separating our top people from the business so the business stands on its own, so no more home offices. The NOC will be in a secure undisclosed commercial location, and we will have a public office located in the City of Burnet. We will announce our new mailing address next week along with any other pertinent details. Remember, if you want to stay updated on what’s going on with Hyper Fusion, and maintenance, just check our company news feed. https://www.hyperfusiontech.com/company-news/
Please, as a reminder, if you have Chris’s personal mobile number, he is out in the field all week splicing fiber and getting our delivery network back up to screaming. Please do not get frustrated if he does not return your call. Additionally, our office manager is at the doctors in austin today so we will return full force by tuesday and answer EVERYONES tickets over the weekends as Chris usually does. Once this job is complete, our network will become ALOT more stable all the way around. If you want further help or are having issues, we’ve created a special outage report and information hot line. The phone number is 512-270-3710. Very soon you’ll be able to call this number and have our system check your circuit and reboot it if required.
Emili is Hyper Fusion’s AI. She is akin to Siri, Amazon, Google Assistant and the like. Chris started programming her all the way back in 1993, at the tender age of 12, same year Jurassic Park came out. Which Chris has drawn a lot of inspiration from with the design of our software and AI.
What can Emili do?
The first task we’re going to have EMILI handle is our outage reports. All you have to do is call up and interact with her like any other real person. (Although there are still some phone menu’s and button pushing in there, I’m slowly replacing the old way with a pure speech interaction, meaning you, the customer can just simply speak naturally with her instead of pressing any buttons. Just like Iron Man does with Jarvis, Tony Starks AI computer system. Whether you’d like a phone call or SMS alert once your outage has been resolved, either way you’ll get contacted. This should help get our customers answers faster, since obviously, their internet is out and they can’t check the status page.
How often will you update Emili?
The goal is to add 1 new thing Emili can help our customers with every other week roughly. It does take a while to put out, and I’m putting all my knowledge and expertise into her and will make sure I keep her software every bit as updated as anyone elses.
HOW DO I TALK TO EMILI TO GET HELP WITH MY HYPER FUSION SERVICE?
Simply call the following number, and save it as a contact in your phone under ( Emili ) super easy. (512) 270-3710
IMPORTANT NOTE: As a reminder, Chris is no longer interacting with customers directly as primary contact. Hyper Fusion has grown far to big and we have too many customers for him to be the ONLY Customer Support agent for EVERY single one of our customers. It’s just not going to happen. He is working his behind off to get the network stable and rock-solid again since the storm, and we’re at the tail-end. He came out with this so all of our customers can get near real time and automated information so they don’t have to wait or feel ignored. If you need help, anyone who replies to your ticket, answers a phone call, or chats on our webchat support can help you. If they do not know how to fix you, they will be adding a reply to your ticket and contacting him directly to let him know its something they need him to handle.
Please, please, out of kindness and respect, We ask everyone of our customers to please refrain for texting or calling Chris in the event of an outage; As he’s usually already on the network fixing it and its hard to do that when he’s getting literally HUNDREDS of calls in the span 15 minutes. Our answer to this issue, is by FINALLY after over 2 years of being in existance, with reluctance, because he really wasn’t planning on sharing Emili with the world, but it seems she can help. He coded her software and neural network all himself, with no help. Other companies don’t do this. They can’t, ’cause all they have are business admin degrees designed to rip the customer off as much as possible.
Add the Alexa Chrome extension to see the popularity and trustability of what ever website your on. And remember, it’s built by Amazon so it’s pretty solid.
Happy Labor Day weekend Hyper Fusion customers! As August draws to a close I decided to put out our August update a little early. Lots of changes coming to Hyper Fusion in September folks. This weekend we begin our move out of the little duplex we were using as our NOC. We are in the process of securing a public, commercial property and public office for our customers to be able to enjoy. We will be super busy with this until the 27th of August, this coming Tuesday, so if we do not answer the phone or reply to your ticket right away, this is why. ALL OUR STAFF are helping with the move. That, and Monday we’re flat out closed for Memorial day. We will be fully set up and operating by Wednesday morning though, so things will return to normal by then.
I’VE BEEN TRYING TO GET HELP WITH NO LUCK, HELP!
So there have been some complains regarding being able to get in touch with someone. This week, our office manager Michelle was out 3 days with a nasty sickness. So that’s most of it. For those of you who do not know, the methods listed below are the ONLY ways in which we provide support:
Phone & Webchat Support – Open Tuesday thru Friday, 10am to 3PM ( summer hours ). Oct 1st, starts winter hours, which are Monday thru Friday, 9am to 5PM ( but still close these 2 options at 3PM on Fridays ).
Fusion Portal Support Ticket – 24 / 7 This is the PREFERRED method and will get you the quickest responses. Whether you call, text, or chat with us, all information regarding what ever issue it is your contacting us about is put into a ticket, so you may as well go right there.
SMS – You CAN SMS our primary company phone number (512) 790-2252, however, generally, we only use this for quick communication on appointment days for the post part. We would appreciate, that the very FIRST point of contact you make, is by creating a new support ticket OR you can email in from the email address on file and it will create a new ticket automatically for you and email back a response with a ticket #. THEN you can call, SMS, or web chat support, and ask our peoples about the status, making sure to include your ticket #, so that we can find your request as quick as possible. Our system DOES send out SMS alerts when ANYONE including staff making changes to your account. And just as the text says, if you are unaware of the changes, please call customer support directly.
We have updated the status page and we have a new person that has joined the team that will be handling the status page and watching the network when Chris is off to help ensure the network stays rock solid and stable so please check out the status page when your done reading this article.
Another thing that’s been mucking up the works folks, is this fact folks, companies like Google, Facebook, Square Space, and many other big box companies, there’s no way you can talk to the owners or higher ups on the phone, or be email! Please keep this in mind. This is something our owners do and allow because we think all associated persons, staff, customers, etc, should be able to in some cases, but not all. So please don’t abuse this anymore folks. We have processes in place and have adopted them for a reason, so that everyone’s requests can be processed as soon as possible. And if you’re a current customer that used to call up and leave messages in the sales voicemail box, this note is for you. All this did, was slow up getting your requests resolved. Hopefully this is a lesson learned all the way around.
In an effort to make sure our network stays running as fast as it can and so there are no more outages, Chris is officially 100% out of the customer service department. He is not exclusively handling our repeater customers, delivery network, and IT infrastructure only. If Chris was handling a customer issue of yours, he has dumped all the information he had to your customer files so that Michelle, and our backup office staff can handle and attend to your issue. If Chris was helping you, there are a handful of customers he will continue to handle until they are repaired, or installed.
If you still have an issue, some work needs to be done on your circuit, or your waiting on a router but don’t have it yet, please email support@hyperfusiontech.com sometime this weekend and let us know the best day of the week and time of day for us to come get you fixed up. We have a fully trained Operations Support manager now that is handling all the scheduling and helping to direct the field. Will is still of course the Field Manager, and we all
know what he does.
STAFF RESTRUCTURING A COMPLETE SUCCESS!
The good news is, we’ve completely worked all the riff raff out of our company and have solid, honest, and good people working for us. As we move forward we understand that a lot of you folks have been effected by their VERY poor installation skills, judgement, and awareness. It’s pretty clear to everyone, with the massive increase in web traffic, income, new customers, and exposure, the old staff that have been terminated we’re clearing causing Hyper Fusion to take a dive. We are super pleased that since they’ve been gone, all of these things have DRASTICALLY improved by leaps and bounds.
Will is moving as fast as he can to repair all the damage they caused. Well over 85 customers where negatively impacted by their poor work quality and it just simply took Will a solid 2 months to repair it all. The amount of losses we sustained as a result is already over $300,000 and rising as we finishing off the last dozen customers to be repaired. Will is 1 person folks, he can only dish out 3 to 4 jobs per day, and of course we can’t have him working 7 days a week or we won’t have him at all, so he does not work weekends. With the repairs caught up though, wait times will not be so long.
As you can see from todays Alexa rankings, we get more traffic in the US now then even Grande Communications does and we’re about to over take them from a world wide web stand point as well.
NEW FIELD TEAM STARTS NEXT WEEK!
We are super happy to announce that Chris has put together a new team he’s finishing off training for and operating as their foreman. Should take us 1 to 2 weeks to fully train them but over the next week with another crew running this should drastically pick up the pace of future appointments and get to all these nagging little things, like stabilizing Equrina Fields and putting up their big tower, putting up the new 7 Creeks backbone link, installing Arrowhead the correct way, beefing up Chica Ranch, laying the Chica Ranch Fiber To The Home DMARC, and all sorts of other projects. We are still DESPERATELY looking for more field staff and start at $15 / HR WITH ZERO EXPERIENCE! If you can start your work day at 8am, can take the Texas heat outside all day, are reliable, are not a sex offender or do drugs, then we want you! If you can terminate and weld fiber, and you have the welder and ALL tools, we pay $18/hr for general field installing, plus $250 / splice and $75 per end termination, and we’re about to have ALOT of fiber work with the Chica Ranch fiber to the home starting next month, so please, spread this post everywhere you can on facebook.
NEW HYPER FUSION BOARD OF DIRECTORS!
This is probably our biggest news yet. Our dedicated co-founder and current captain Will, has worked with some other folks over the last 2 months to put together a 7 seat board consisting of well respected local community members. The hunt is over. All 7 members have been obtained. We will be making an announcement later this week regarding this in full detail.
What does this mean for Hyper Fusion?
Well, in short, good things, many good things. One of our board members is retired from the City of Marble Falls HR & Compliance director. This gal HIRED AND FIRED POLICE OFFICERS! She is well integrated into the community and is serving as the Hyper Fusion Director of Compliance and will be in charge of making sure Hyper Fusion’s HR program is following all employer laws and regulations as well as our staff as well as making sure all our activities are within compliance with the Texas DOT, FCC, and many more initials. Another big piece this is going to allow us to do is convert our LLC into a full big boy Texas Private Corporation with shareholder stocks and everything. Once our company fully incorporates before the year is out, Will is planning on selling 10% of his shareholder stocks to local residents and these stocks DO come with voting powers. These will NOT be public stock, but privately offered, as Will owns them. Just so most folks know, we absolutely refuse to do an IPO or take our business out of Texas. We are Texas born and Texas proud! ( Also, must be a resident within our home market in order to talk Will into selling you some stocks! )
Over the next coming months the newly assembled board will be getting the new Company Bylaws drafted with our new corporate lawyer to make sure every single process, document, and product Hyper Fusion deals with is rock solid across the board and done by the book. Now that we’ve gotten all the issues with our company resolved, we can create the new Corporate Bylaws with a large scale telecommunications company in mind, as that’s what we intend to grow into with our company. This will ensure our network becomes rock solid, industry standard, and every bit as good as any of the big box wireless providers, but with all the speed of metro fiber circuits.
We’ve had an increase in reports of some customers not being able to get into the Fusion Portal. There could be several reasons for this and are not limited to, but may include:
We recently made massive hardware and software upgrades to our portal, along with that changed the access URL, the new is: https://portal.hyperfusiontech.com
You’re using custom entered DNS servers on your router or device. In order for our Fusion Portal to work even while your suspended, you MUST set your router’s to obtain their internet or WAN IP Automatically / DHCP INCLUDING the DNS servers. If you use your own custom or private DNS servers, you will NEVER be able to access the Fusion Portal while using your home circuit. At this time Hyper Fusion does NOT allow custom DNS servers. Once we make the full upgrade to the pure IPv6 network, this will change.
Your device maybe having some issues, or have other DNS settings. We’ve learned the very newest Apple devices are subject to this.
If you still can not get into your Fusion Portal with the above in mind, please contact our Support Department, and Chris will come out with his shiny new crew next week and get you all fixed up.
THINKING ABOUT GETTING NEW HYPER FUSION SERVICES?
We would love to have you on board, we have many repeaters with lots of room on them. However, you may not know, our home market sustained a small tornado on June 9th of this year which caused our Kempner South repeater to fall. We have rebuilt a new one and renamed it Kempner Main, however, this storm also took out a good chunk of our Kempner and Lampasas customer circuits so we’ve JUST finished up with almost all the repairs from that. Although we would LOVE to put on new customers right away, we like to try and focus on those customers who have already paid and do not have internet. As a result, right now, new customer installation appointments are currently booked up to 3 to 5 weeks out. We do apologize about the wait and we still want you to sign up using our sign up form on our website here, just please do not get discouraged if we do not contact you right away. At this time, it takes our staff about a week to get back to a new customer request as we focus on repairing our loyal existing customers issues and getting everything with their circuits rock solid. You’d want the same care and attention if you where paying, right?
I know alot of folks seemed to be perplexed by new installs taking almost 3 weeks to do and don’t really understand why. We thought we’d make this post today which should help shed some light as to the reason why. Well, as of August 14th, 2019, according to Amazon, a world leader in measuring traffic and cloud internet services, reported that we out-traffic and are more popular than Rise Broadband. Don’t believe us, check it out for yourself.
Site: hyperfusiontech.com Rank: 183,127
As you can see from the screenshot to the left ( clicking on it will take you to Amazon’s profile page on Hyper Fusion, bear in mind, this is something we have zero access to and have zero Amazon trackers or cookies buried within any of our sites, (check our source code if you don’t believe us). There are roughly 8 billion active websites on the web these days, by a rough estimate, and Amazon ranks them, as you can see, we are ranked 183,127, that means, there are only 183,126 websites that get more traffic then us. If you check out Rise Broadband, who is in multiple states and multiple countries, we out rank them by a good 5,000 spots worldwide, and by a good 60,000 in the USA exclusively. So as you can see folks, we get an FANTASTIC amount of traffic, phone calls, sales requests for service, and everything else that goes along with it.
By comparison, we’ve also displayed some other local providers Alexa rankings as well, and as you can see, we VASTLY out-traffic and out perform every one of them. There’s several reasons we started after almost every single one of them and have grown so much faster. Some of the other providers have some of these features, some none at all, but NONE of them have them all together. All you have to do is research for yourself.
We do not resell other networks circuits. Meaning, we don’t call up AT & T, have them install fiber, and slap our sticker on it and call it ours. We install, dig, trench, string on utility poles, and this is OUR network and Fiber, not owned or installed by anyone else.
We operate ALL our wireless, tower, and network gear in house with qualified engineers that have been doing this for years and are technology based, and not “business based”. Clearly, service plan prices reflect the goals of these type of providers as they often charge over $100 a month for service and rarely delivery anything more than 10 Mbps circuits.
We operate all our servers and do all our own programming. All our server work, website work, Fusion Portal, and everything is all operated in house. Our people not only physically build the servers and put them into server racks, but we also take identical copies of those servers we built ourselves and go plant them in data centers where we rent space to house them to ensure high connectivity, security, and so we don’t lose our data.
In just a week or 2, we will have a full multi-honed ARIN recognized autonomous system network. Meaning we will have multiple 1 Gbps or faster direct fiber connections out to the internet. NO other provider has this capability, and once the upgrade is complete, and everyone run’s their speed tests, the provider will come back as Hyper Fusion, and that’s how you can easily tell the difference.
Hyper Fusion deploys proprietary ( meaning we built it ourselves and didn’t buy it off a shelf somewhere ) hardware devices and software throughout our network. These devices and software are what keep our network so much faster than every other provider and the key to our disruptive technology. Just like the Colonel has his magical 11 herbs and spices recipe, Hyper Fusion’s recipe for our explosion of growth is tightly guarded.
The fact that when Hyper Fusion started 2 years ago, there was little to no options for Broadband internet in the Highland Lakes area, Lampasas County, and
1 Year Traffic Graph for Hyper Fusion
Burnet County, and now, over the last 2 years, several new providers have popped up, AT & T and T-Mobile have installed several new towers, and redundant lines, it’s made the City of Lampasas start to scramble to figure out what to do, and its allowed us to surround Lampasas with 4 repeaters, and another one of which is about to get direct fiber connected with one of our live fibers to really super charge the network in preparation for our gigabit wireless to the home service, and its really given this entire area, choices, options, and spurred the competition.
Back in the Spring of 2017, it was Hyper Fusion’s goal to bring true broadband internet to Lampasas and Burnet counties. Our goal has succeeded. We were the first to publicly announce it, and we continue to be the first to bring innovation and modest pricing to the internet game in this area, and although we are not subject to the guidelines the FCC is proposing, we completely agree with them and that’s why are prices are more in line with internet you might find in the city’s, like in town Burnet with Spectrum, or in town San Marcos with Grande Communications. As you can easily tell by all the other “WISP’s” as they call them, they do not price anywhere near that low. Additionally, NONE of them offer fiber to the home or business that is truly their own. We ARE the ONLY provider offering fiber to the home or business, built, ran, and installed by us, regardless of what they may tell you.
So, surfing the web as I always do, I came across this article on ARS Technica, a technology news website that I frequent, and came across a story published July 16th, 2019 on their website in which they announce that the FCC is giving ISP’s another $563 Million to build rural-broadband networks. There has been a lot of talk and chatter around Burnet and Lampasas county that this new “federal money is coming”. I would be doing a dis-service if I didn’t help explain that a little better. If you read the FCC’s announcement much more closely, you’ll learn that his money is distributed thru the “Connect America Fund” and companies, such as Hyper Fusion and the “other guys” in the area needed to have submitted their application for those funds MONTHS ago, and that distribution had it gone to anyone in our area would have been announced.
Another one of the big requirements to get access to these funds, is that the ISP’s offer plans and prices akin to the bigger city metro areas. CLEARLY by reviewing prices you can see that EVERY other “WISP” in the area’s prices are FAR over what a normal spectrum cable modem plan would cost you in San Marcos, TX for example. That’s why at Hyper Fusion, we refer to ourself as a “RISP” or “Rural Internet Service Provider”. The companies similar to the ones we compete with have had a historical practice of charging MUCH higher prices for wireless internet, when its not even reliable as its hardline comparative. The sad news is, that even if the Highland Lakes area did have a provider that received those funds, clearly no other provider is going to abide by the pricing caps. That’s why our prices are much lower and much more inline with metro service prices, and our service operates and bills the same way. No slow down in speed once you’ve used a particular amount, no data capping, no nothing. Just pure, raw, internet, as it should be.
If you want to read the full story, just click the link below:
Another systemic practice this program hopes to eliminate is LOCAL MUNICIPALITIES trying to take over internet and offering monopolized internet services for themselves. This is something the regulation is trying to prevent. So what the City of Lampasas is trying to accomplish thru offering internet themselves is EXTREMELY frowned upon and the FCC is working hard to abolish. Along with local municipalities charging extra franchise fee’s, and other grossly inflated “regulatory fees” for putting infrastructure in. Which is a big reason Lampasas doesn’t have good internet yet, is because their poor systemic policy making and decision making processes. Hyper Fusion is working hard to make sure that our practices and policies are inline with the way these processes and practices should be, regardless if its the law, it’s simply the right thing to do.
FCC Chairman Ajit Pai said “every dollar paid in excessive fees is a dollar that by definition cannot and will not be invested in upgrading and expanding networks.”
Cable operators pay roughly $3 billion annually in franchise fees to state and local governments.
New York told the FCC all city fire stations get free cable and internet service from cable providers.
This is ridiculous and clearly the aim of the Lampasas City government. If you look specifically at local municipalities, like Burnet, Marble Falls, Kingsland, Llano, and others like it, almost NONE of them have had any type of news stories regarding internet, because all those municipalities work with providers to get them in, and get multiple providers in. Marble Falls and Burnet both have Northland Cable and Spectrum, to much bigger co-ax companies. Lampasas has NONE. Think about that folks, and its been that way for years. I know for a fact, lots of folks have high hopes for internet in Lampasas, but the fact of the matter is, its just not going to happen. Our primary competitor over there, just re-sells AT & T, and the new start up company, Olive IP, sells 4G LTE SIM’s, which guess what folks, operate off AT & T towers. So you now have 2 new providers, packing on rural area customers that where never on those already over exhausted Lampasas AT & T fiber lines. This does nothing but make the problem worse.
Here we are, 2 years into delivering internet in Lampasas County and not a SINGLE provider has brought in any new fibers, lines, or anything, except Hyper Fusion. Our own genuine staff and managers, dig, hang, trench, and install our PRIVATELY OWNED and operated fibers, and we DO NOT use AT & T or Spectrums fibers at all to accomplish this. We do not just call up AT & T to come install a fiber to the business connection and then slap our sticker on it and call it our own. We use our own means to get fiber going because Lampasas and Kempner, and all of central rural Texas really needs NEW and MORE, not over stuffing what’s already there. Anyone whose not on that boat, and charges twice the price as we do, is nothing clearly short of a rip off, by declaration of the FCC itself. They are FORCING providers in rural area’s like ours to set their prices more competitively in order to get the money. Just a clear obvious intention to rip people off if your a small rural provider and your charging that much.
We want to hear all our customers and website visitors thoughts on this. Check out our Forums discussion topic regarding this article by clicking the link below:
dish out 3 to 4 jobs per day, and of course we can’t have him working 7 days a week or we won’t have him at all, so he does not work weekends. With the repairs caught up though, wait times will not be so long.
