Category: General

South Slow Speed Issues & Upgrade Update

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.

August End of Month Update

PUBLIC OFFICE IS COMING SOON!

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:

1. 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 ).
2. 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.
3. 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.

HYPER FUSION NETWORK REAL-TIME NETWORK STATUS PAGE: https://www.hyperfusiontech.com/status

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.

RECENT FUSION PORTAL CHANGES CAUSING DIFFICULTIES!

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:

1. 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
2. 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.
3. 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?

Hyper Fusion Officially Gets More Traffic Than Rise Broadband

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.

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.

1. 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.
2. 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.
3. 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.
4. 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.
5. 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

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.

Rise Broadband

281 Internet

Zeecon Wireless

Rollcall

Olive IP

Northland Cable

Services Update

Hey everyone, just a periodic update to let everyone know what’s been going on with our network.  As promised, and its been a long time coming, we’ve finally started the upgrade process from the horrible Co-Ax to the “big boy” fiber.  This is work OUR people are doing, digging, sweating over.  Yes, even our female owner and Will were both out there diggin’ in the trenches, literally.   We don’t cheat like the other local provider and call up AT & T and have them install it and then slap our sticker on it and call it ours, oh no you bet your bottom dollar we don’t do that.  This is our own, genuine Fusion Fiber ladies and gentleman, just like our North fiber gateway.

We have also completed 2 of the 4 linkage climbs required to link the North and South networks into one seamless network.  This will not only allow each repeater to choose its fastest path out to the internet using either one of the two fiber up-links that we have but it will also allow us to deploy a pure IPv6 network giving millions of public static IP address to all our customers 100% free and thus completing our truly pure digital multi-honed delivery network.  This will MASSIVELY cut down on downtime due to repeater issues.

Climb 1 ( Naruna to Lampasas South ) – Completed
Climb 2 ( Lampasas South to Naruna and Lampasas North ) – Completed
Climb 3 ( Lampasas East to Naruna and Kempner North ) – Scheduled for 8/5
Climb 4 ( Kempner North to Lampasas East ) – Scheduled for 8/6

Burnet Fiber Gateway & DMARC is scheduled to go live 8/16 pending our up-link providers splicer availability.  This date may get pushed back or forward depending.  If you are still experiencing the issue where speed test sites report slow and all streaming sites work except for Hulu, this should correct your issue completely.  Also, anyone on the north side of Burnet, can become eligible for our Fusion Fiber to the home service.

Thanks For Everyone’s Patience!

We’ve also updated our real time status page, so please be sure to read that over carefully as well.
https://www.hyperfusiontech.com/status/

The Team @ Hyper Fusion

Slow Speed Help

Help, I have slow speed, what do I do?

If your having slow speeds, that means you have a tiny bit of internet, pages sort of load, streaming applications may load but the videos won’t play, that sort of thing.  We handle this issues much different than NO SERVICE.  With that in mind, please hardline in a laptop to your circuit as pictured at the right and then follow the following steps:

1. The ethernet cable that goes from your receiver to your POE ( typically a patch cable will be plugged into the black wall plate we installed with the red ethernet port in it.) unplug that from the port labeled POE on your POE adapter that powers your receiver AND passes your internet from us to you.
2. Make sure your router and all 4G Mobile hotspots are turned off, including your laptop and wait 5 minutes.
3. Plug the ethernet cable from your receiver ( the patch cable coming out of your wall plate ) back into the port labeled POE on your POE adapter and wait 2 minutes.
4. Power up your laptop and wait for it to fully boot then open Chrome or Firefox.
5. Visit https://www.fast.com  and test your speed.
6. After you have tested your speed at Fast ( powered by Netflix ) then visit https://www.speedtest.net  Still not getting the speed your expecting, continue on thru the help steps.
7. Then try testing your speed at http://www.openspeedtest.com If your speed test still isn’t working, time to contact Hyper Fusion Customer Support.  If you are getting 5 Mbps or higher, please continue thru the steps below.
8. Visit https://www.youtube.com  , if all the video thumbnails load in less than 5 seconds, changes are your circuit is fine and the issue your experiencing is related to our upstream provider having routing issues.  This we are aware of and in the process of changing one of our upstream providers and will post again once the upgrade is complete.  However, most of your streaming sites should still work.

We do apologize about your slow speed issue.  But if your YouTube is working, your Hyper fusion circuit is fine.  The issue your experiencing is related to the fact that most speed test website “live” inside a data company called Cloud Flare, which was recently hit with a massive outage due to their networking issues.  You can easily google “Cloud Flare Outage” and there are hundreds of stories out there how this broke 1/2 the internet for 75% of the United States.  In the hopes of your routing updating and this issue working itself out, we ask that every night before you go to bed, and when you wake up, to reboot your router ONLY and the device your using to surf the internet with.  About 1/2 customers report that after 2 or 3 days of doing this process, the issue works itself out.

Regards,
The Technology Department @ Hyper Fusion, LLC

Fusion Portal Down For Major Upgrade

Our Fusion Portal is currently down for a major upgrade.  Our new super beefy dual server pair has come in and our awesome Technology Manager has finished installing them in the server racks.  So, over the next 2 days we will also be performing a major software upgrade on the portal itself.  During this time all suspensions will be set back to active and services left on so everyone gets a chance to pay their bills.  Additionally, if you need to make a support ticket response during this time, you can just as easily email support@hyperfusiontech.com

Thanks,
The Team @ Hyper Fusion, LLC

Payment And Policy Updates

We will be dropping our 100 Mbps plan from our service list.  Additionally, we will no longer be offering annual or semi-annual billing plans.  We are offering  monthly or quarterly  billing plans moving forward.  We will still generate invoices 30 days ahead of your due date to give you a grace period to pay your next months service.  There are NO late fees or re-connection fees, however,  24 hours after your invoice remains unpaid you will be suspended.

Please note,  beta customers rates will remain unaffected,  per our terms of service and promise to all of our beta customers. If you are on a semi-annual or yearly plan you will be automatically reverted to the monthly rate.

As a reminder, our Auto Pay is now working and we recommend you set your auto pay.  Additionally, our Office Manager now has full authority to be able to help our customers with any change or issue that may arise, which includes adjusting your bill if required.  Chris will no longer be available to speak with customers moving forward as he is going full time in our technology department in order to keep our network and your internet firing at peak performance possible.  By continuing to use our services and / or pay monthly subscription fees, and by simply surfing on our website, you agree to the following:

TERMS AND CONDITIONS, PRIVACY POLICY, AND ACCEPTABLE USE, CLICK HERE.

Thank you,

The Team @ Hyper Fusion

Summer Update Post and Policy Changes

Hey everyone, once per season we’re gonna try and get in a habbit of making our policy changes and major updates  at those 4 times thru out the year.  So, this is our Summer 2019 announcement.  I had expected this to go out on June 21st, the first day of summer, but, well, obviously with everything going on from the June 9th tornado and the other events that took place has made it difficult for us to get some of these smaller things like announcements out on time as all our staff has been out in the field making repairs from the storm.  With that in mind, moving forward, it will only be on these special 4 times per year update announcements where we will make policy and procedure changes effective.  So, this is our summer update.  Our next one will be what we’re calling our Holiday Winter Update, which we will post with in the week before Thanksgiving each year.  This update will have our holiday hours in it as well as any special promotions we may be running.  We will also announce any official policy changes due to laws changing that will occur on the 1st of the new year so everyone is well aware ahead of time. Then after the year is over, the 1st week of January, we will make our New Years Update about all the exciting things coming in the Spring.  Finally our Spring update we will always release on the spring equinox and the summer update on summer solstice.

What is service to the plate?

As with traditional cable modem or DSL service when you have it installed, the provider will ask you to unplug all of your home devices including router and plug a laptop directly into your modem to get a speed test and determine any issues.  However, with Hyper Fusion’s network, being 100% all digital and providing IP service to the plate we install in your home directly, we have no modem in our system.  This is why we have coined the term, “Service to the Plate”.  What this means, is if you plug a hard-line from a laptop or desktop computer directly into the LAN port of your POE, that’s the only place we guarantee speed at.

What am I actually paying for with Hyper Fusion?

Our standard $250 activation fee covers the SETUP only ( we maintain ownership of the entire circuit ) of the circuit.  A basic circuit includes the receiver ( or wireless radio ) a satellite arm mounted on a chimney or on the eve of a structure, sometimes on a utility pole in some cases. ( The power companies all have different rules about how we can attach our satellite arms to their poles and it varies by company and county. ) With the cable run on the OUTSIDE of the home, tucked down under the over hang where its ran over to the outside facing room the subscriber wants the plate installed with a hole drilled from the outside in, and a plate placed right on the inside of the structure.   This basic circuit is 100% owned by Hyper Fusion.  It DOES NOT belong to any subscriber.  As such, we guarantee the circuit.  If any part of this basic circuit fails due to improper installation, weather or weather damage, or due to failed software updates, Hyper Fusion will replace any or all parts of the circuit required to restore normal stable service and then we allow you to plug ONE single device into that wall plate, your POE, with en empty LAN port, which you are allowed to plug any ONE device of your choosing with a hard-line.  Our portion and scope of support ends right at the POE.  NO part of the circuit is charged to you monthly what so ever to rent any gear, although we do maintain ownership at all times throughout the length of time you maintain service with Hyper Fusion.  The ONLY other fee you pay is your monthly, quarterly, semi-annual, or yearly subscription fee.  However, if you have large tree’s on the property, or sit lower than our repeater, a telescoping radio mast maybe required to get your receiver higher in order to catch the signal and does carry setup fee’s for these masts.  Again, we maintain ownership of these masts and if they do topple for what ever reason due to improper installation or a storm knocking it over, we come back and setup back up at no cost to the customer.  No other provider that we’ve found does this, they always charge you every time for setting it back up again.

How do Hyper Fusion Subscription Fee’s work?

Our services bill and work exactly identical to Boost Mobile or Cricket Wireless.  Our 25 Mbps plan costs $65 per month.  So the day we turn you live, you pay $65 and you get 30 days of service.  The following day, your NEXT months invoice is generated and you have 30 days to pay it.  If you do NOT pay it it by the end of the 30 day period on your due date, 24 hours later your service is suspended.  You should be able to access the Fusion Portal on your home internet to pay your bill if your account is suspended regardless of circuit status. ( unless your receiver is not linked to the tower ).  With this in mind, and our company believes late fees and re-connection fees are bull crap made up fee’s by cable companies, we DO NOT charge late fee’s or re-connection fee’s of any kind.  We also include ALL fee’s in our final prices.  These fee’s include, state sales tax, FCC regulatory fee’s, county by county franchise fees, rental fees, late fees, all kinds of fees from big cable and big wireless.  Just review your Hyper Fusion bill to all their bills.  We have a single page.  Almost EVERY other provider has multi page bills full of fees.  We operate on the prepaid bill model because it allows us to remove a lot of these baloney fee’s making our subscription fee’s much more modest and bringing our customers better rates.  Furthermore, unless you change plans or billing period lengths, the price you pay will remain that way FOR LIFE.  Hyper Fusion is committed to NEVER raising rates.

What method of payments do you accept?

We are also committed to being as much of a nature friendly and green company as possible right off the bat.  With that in mind, Hyper Fusion is making a MAJOR payment policy change effective July 1st, 2019.  Moving forward, when signing up for a new circuit ( whether existing customer or new customer ) your activation charge and ALL setup charges as determined by your on-site survey conducted by one of our CPE Supervisors must be paid by check or money order only.  Once the circuit is installed and live, the subscription fee’s MUST be paid by credit or debit card ONLY.  We will no longer be accepting checks, money orders, or your banks online bill pay feature as a valid method of paying subscription fee’s.   We will be moving forward ONLY accepting subscription fee’s with a debit or credit card.  If you do not have one, you can take cash down to Walgreen’s or HEB to purchase a Visa Debit gift card for paying your bill.  This allows us to save A LOT of money on our labor expenses and keep our rates where they are.  As all the other service providers are currently raising their rates, we don’t want to, so this is the creative way we figured out to cut our overhead enough to capture that extra income we need instead of raising customer subscription rates.  We do understand that some of you where told you “prepaid for service” by some of the staff that where recently terminated.  That is simply not the case, as we do not allow customers to prepay for anything.  Our services are work like Cricket Wireless and like car insurance, in that, you pay $325 for a 25 Mbps plan and your circuit stays live for a 6 month period. ( A savings of an entire month of free service, so pay 6 months for the price of 5).  So, moving to quarterly, semi-annual, or annual billing plans saves you money.  But you don’t “prepay” for it.  Once its paid, it’s paid, the service is on and away you go.  With that in mind, and the service at speed and live, there will be no refunds issued after that point, as just like Cricket Wireless, there are no refunds.  If there is an outage, a credit is applied to your account for the days you where out at a pro-rated daily rate.  If your out of service for more than 1 hour in a calendar day, you can request a credit to have that credited back to your account.

My WiFi is slow, what do I do about it?

80% of consumer wireless devices ONLY have a 2.4GHz wireless card in them.  Why does this matter?  Well, the 2.4GHz spectrum only has 3 non-overlapping channels. In addition, it can travel thru most modern home walls up to a range of 1,000 feet.  Well, the problem with that is, if there are more than 3 people living with in a 1,000 feet of each other, someone is gonna get screwed out of Wi-Fi every time.  Hyper Fusion CAN NOT and will NEVER guarantee wireless signal quality.  No provider can.  If they do tell you that, they are full of it.  The primary suggested resolution for low wireless quality, is to purchase an AmpliFi brand Mesh system.  Either the cheaper Instant model that comes with 1 mesh point to point on the other side of your house ( For $200 installed by Hyper Fusion, 100% yours to keep and owned by you. ), or the HD model that comes with 2 to 5 mesh units for large homes ( For $450 installed by Hyper Fusion, 100% yours to keep and owned by you. ).  The reason we highly recommend this mesh line is because it communicates with the receiver on your roof to avoid the problem interference and their wireless chips and software are FAR superior to any other companionable mesh system.

We NEVER recommend extenders of any kind, make or model.  In point of fact, since they are easily scanned for, if any circuit is found to have an operating extender NO service credits for slow speed will be issued, nor will we provide any support for your circuit until it is removed from service entirely.  If you have low wifi signal somewhere with in your home, you go with a mesh system.  Extenders, simply because of the way they work are garbage.

I need help, what’s the best way to get a hold of Hyper Fusion?

We know there has been a lot of frustration and confusion, so to eliminate that, we’re making another post here to clearly explain it and post it so everyone knows and can get the help they need in as fast and a professional way as possible.  When the founders started Hyper Fusion and up until last year early spring only had 100 customers and 4 repeater sites.  When it was little and just starting, they had no problems speaking with everyone and maintaining that pass.  Since then however, Hyper Fusion has grown and has MUCH larger amount of customers now, as well as a total of 18 repeater sites to maintain which means they are out in the field ALOT more than they where before.  With that in mind, that’s why we’ve hired a dedicated Office Manager, her name is Michelle.  I’m sure many of you have spoken with her already.  Moving forward our Office Manager will be the end all be all for our customers.  We have authorized Michelle to make all final calls on all customer issues moving forward.  If you have a concern or issue directly for another staff, we kindly ask that you either reply to your open support ticket or login to your Fusion Portal to create a new one.  If you have been texting Chris or any other staff of Hyper Fusion, we kindly ask that you direct all your support concerns either by support ticket or by calling during call center normal open hours as they are super busy and hence forth will both be out working heavily in the field.   You can make replys or open new support tickets provided you do so from the email account attached to your account.  All of our other staff are far to busy out in the field to be working in the office anymore.   As our new Office Manager grows busier she will be bringing on several more call center folks over the summer to help and specialize, one person for billing issues, 1 person for in install appointment help, and 1 person for technical support issues.  With the above in mind….

If you prefer talking on the phone Call Center Phone Support Hours are:

Monday: 12:00 Noon to 4PM
Tue – Thur:  10am to 4PM
Friday: 10am to 3PM

If you prefer realtime messing, simply visit our website, and look for the Chat Support tab in the bottom of our website.  Our Webchat support is also done by our Office Manager right now, under the same Call Center hours above, and is also part of the Call Center department.

Please be aware, that weather you call in or web support chat with our call center EVERY issue you have will still have a support ticket created for it and is our ONLY official form of documentation and communication for your account.  To obtain the fastest service, we ask that you login to your Fusion Portal and make a reply on your support ticket.  As this way, ALL our staff see the ticket and are able to help resolve your issue faster.  Generally speaking most of our staff are constantly logged in working support tickets Monday thru Friday and you will reply back to you as fast as possible.   Our field staff generally work from 9am until 6PM but will usually take a bit longer to finish up their last job of the day and sometimes stay out until just after dark.

Finally, our newest apprentice is officially setting out on his own with his own Junior Customer Premise Engineer.  With that in mind we are searching for a new apprentice for our dedicated founder and owner to personally train.  This will be his last staff that he trains as over the summer he’s going to be teaching and guiding one of our Senior Customer Premise Engineers to be our first Master CPE and start taking on apprentices of their own and getting them fully trained up.

I heard Hyper Fusion is getting rid of Facebook & Twitter, is this true?

Fortunately, yes, this is true.  Hyper Fusion has done a heavy amount of investigation into the privacy, security, and business practices of these 2 companies and we can no longer support them with the large amounts of traffic that we tend to generate.  They both engage in system practices that we believe are adversely affecting how humans interact and engage with one another and can no longer support such destructive practices. We have created an place however, for our customers and even non-customer community members to get help and post questions and things like that.  Our message board forums will be the ONLY place we post daily updates from now on.  Our real time network status page will remain located at https://www.hyperfusiontech.com/status    You can access our message board site at https://forums.hyperfusiontech.com   signing up for an account is 100% free and used only for getting access to the message board site.  On Friday, July 12th, 2019 at 11:59PM, we will be deleting our twitter account, facebook, and YouTube account.  Additionally, ANY posts or information you may come across are NOT official Hyper Fusion information and are not to be considered as such and we ask that our customers or other interested parties visit our company news feed or message board site for authentic Hyper Fusion information.  Moving forward we will no longer be accepting, checking, or reviewing ANY social media networking sites.  So, if your having issues, please submit a new support ticket response.

We appreciate everyone’s support!

Thanks,
The Team @ Hyper Fusion, LLC

Slow Speed Issue Reaching Resolution!!

So, after spending MANY, MANY hours with our upstream providers, we’ve finally figured out the cause of our internet slowness since the storms. Our upstream providers had sustained damage that affected our ability to achieve expected speeds.  Thankfully, our north network upstream provider came out very quickly and installed new hardware that resolved the issue in the north network  The upstream provider for our south network is working to resolve the issue and has assured us that the problem will be resolved quickly.

We apologize for any inconvenience this situation has caused and will continue to work diligently to bring the best internet we can to our customers.

Thanks so much for everyone’s patience.

Regards,

Chris – Chief Technology Officer
Hyper Fusion, LLC