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
Hey folks, we’ve been getting a lot of support requests regarding this issue so I thought I would make this post. A few weeks back during that major storm that took down our Kempner tower, it also took out a major fiber interchange physical building in Dallas / Ft. Worth where many providers bring their fibers together for peering traffic. As a result, as noted in this news story, HALF the internet is out. I’m actually rather surprised ours is working as well as it is. We have been in contact with both of our upstream providers and both say it will be back up before the weekend is out.
Our upstream providers have asked to us to ask our customers to please reboot their routers each morning until the problem corrects as the routers rely off routing tables and our circuits are set up to download those new routes when your router boots up. We will be rebooting our core gateway routers each night at midnight as well until the issue corrects.
That’s right folks, we’ve got the new Kempner repeater under way. Tower parts where delivered this morning and the foundation is being worked on as we speak. If we don’t get er finished up today, we will have it finished within the next 48 hours one way or another. this will re-connect back all Kempner South and Chica Ranch customers. Additionally, at some point today or tomorrow, our 7 creeks backbone tower climb will be complete and you folks should be back online as well.
Furthermore, after many complaints, Chris has completely re-installed our phone system and worked out all the bugs so it works nice and smooth and fluid now, alot more simple to use. Over the course of the last week I have completed most of the training with our 2 new office staff. Our office Manager Michelle is super quick on her feet and knows everything she needs to now to assist in call customer matters. So, should you be having connection issues, a billing issue, setting up an appointment for service, or have a poor performing circuit due the massive amounts of poor installations done over the last few weeks, Michelle is our top customer contact moving forward. Chris is going to be joining will in the field so we can get a 3rd field crew going to help correct lots of these issues. She is fully authorized to handle any customer issues that may arrise.
As many as you have no doubt learned over the last 7 days there has been a drastic shift and improvement in customer response times, complete information on support tickets, and things getting fixed properly in a hurry. For the quickest response time, we do as that you call during our normal office hours and make Michelle aware of your situation. She will be creating or adding to your support ticket, as that is our only form of official communications in regards to accounts.
With the extremely problematic situation that had developed over the last 6 months now solved, Hyper Fusion can move forward in bringing on some fully trained and solid field folks to make Hyper Fusion even greater than it already is and over the summer will be coming by to bring each and every circuit we currently operate up to current Hyper Fusion code, as prescribed and demanded by our owner to main a strict level of high performance with our data circuits.
So, with everything else going on and us recovering from our internal issues that have now been fully resolved we have some storm damage to mitigate. Being that we have full control of the field back we have set up repair days for the rest of the week.
Tuesday: Repairing Equrina Fields & Naruna customers & Our Friends 1 ( onsite wifi and arrowhead uplilnk )
Wednesday: 7 Creeks Backbone Repair & Kempner South Repeater Re-Stacking
Thursday: Lampasas & Kempner Repairs
Friday: Eagles Nest & Council Creek Repairs
We ask that you please bear with us, and at this time while we work thru this issues, if you have solid service, and you’re proud and happy to get behind us and help make our network the greatest around, we’re not asking for a penny from anyone, but if you are happy with your service, we ask that you please consider switching to 6 month or 12 month billing and enjoy some free months of service for doing so. During these storm damage repair days, these always help us out. If you’d interested in switching to 6 month or 12 month billing, please email sales@hyperfusiontech.com or open a new support ticket.
Exciting news everyone, we have completed another few km of installing our own PRIVATE fiber. We terminated it, we put it up on the big boy poles with big boy toys all our own. No sticker slapping for us! We are the ONLY new provider with privately owned fiber. We have also completed the full fiber DMARC installation. We removed the splice point side we had with the shed on it, and got big boy underground fiber containers. We replaced the wireless link we had going between the Kempner Gateway. With this change now in place, Kempner North has officially been converted to the Kempner Gateway! We can pump 3 pairs of 100 Gbps worth of thru put into this tower if we want it folks, so there’s PLENTY to go around. We have to swap out a switch and add another server to the tower and some battery backups and put the new night vision cameras up, but other than that, the Kempner North site since its directly fiber connected will be running at the full 10 gig link speed which means we can start spinning off gigabit fiber to the home services off this site now!
Chica Ranch, your the next fiber run up or maybe River Place. Point is folks, you’ve seen our guys running our own fiber. The timing might have been poor, but we can run about 1km of fiber per day the way we’re running. With this fiber project now complete we will be coming over and catching up on all our customer repairs, and once that’s caught up Burnet Main will be getting a complete rebuild and recondition. And we’ve got all 10 Gbps networking gear. Hands down creaming the competition in the area. We’ve also got a fiber DMARC tap point located right on the edge of town as pictured. =)
1st Dark Fiber Tap Site.
Lampasas DMARC @ 183 and E Ave J.
Kempner DMARC @ The Old Kempner North, which is now Kempner Gateway.
No sticker slapping here. We installed it, our gear.
Working on big boy utility poles.
Doesn’t the old Kempner Gateway site look so pretty with the ugly gear house gone?
Hey everyone, summer is almost here! Thankfully most of the heavy storms that where impacting our network is finally over so things should become a lot more stable. As our network has been in place now for almost 2 years, yes, that’s right, Hyper Fusion’s 2nd birthday is coming up soon! With that in mind, we decided it’s time to go back and comb thru everything that helped us get started. There have been a few recent complains regarding not being able to get a hold of anyone at Hyper Fusion. I’ve committed to making myself available at the call center for all customers, Monday thru Friday from 10am to 3PM, myself. Outside of those hours, we may have phone staff available. However, the best way to contact us, is to make a response on your open support ticket or create a new one. I will ensure that every ticket gets replied to the same day from now on. I know that many of you are having some issues, and it’s my aim to address EVERY one of them.
The South Network
For those of you who don’t know, our South Network is powered by our primary distribution repeater. When that repeater or the south network gateway are impacted, the rest of the downlink repeaters as well are effected, which are Eagles Nest and Kingsland North on the west leg, 7 Creeks, Burnet East, and 29 East, are on the east leg, and Naruna, Equrina Fields, Lampasas South, Lampasas West, Lampasas East, and Lampasas west are on the north leg. We’ve recently discovered a tree that since we installed the primary wireless link between our south network gateway and Burnet Main has drastically grown much more then we expected. We believe this to be the root cause of a lot of our south network issues and the tree people are coming to give that bad boy a hair cut tomorrow and this should resolve all our south network issues. It took a long time to find because we were working backwards and even I didn’t realize how many customers we had on the south network now. It’s amazing how many customers we truly did pack on in these 2 short years.
The North Network
Kempner Fiber Hanging
Our North network currently is powered by our primary distribution repeater which is Kempner North. The east leg consists of Kempner South and Chica Ranch, the west leg consists of 580 Midway, the south leg consists of Our Friends 1 and Arrowhead Ranch. Our north network has remained far more stable then our south network for obvious reasons. However, our north network officially has almost twice the customers as the south network and as such our current primary distribution tower is fed by a primary wireless uplink of around 700 Mbps top access and we’re nearing close to exhausting that bandwidth. In an effort to stay ahead of the game, as I’m sure some of you have probably noticed, our crews are working hard to take down the wireless link that powers our primary distribution tower and get it fiber connected with 3 pairs of 10 Gbps capable fibers. We hope to throw the new fiber live on Monday. Unlike the other guys, we string and run our own PRIVATE fiber on utility poles right along side the other big boy providers. We don’t just slap our sticker over someone elses fiber install job and call it ours. The next fiber run up for the north network will be fiber connecting the Chica Ranch tower. So, fiber is actively being built by us out that way!
HyperNET V2 Launch Almost Here
We are also actively working in linking both networks into 1 so that all customers data can traverse anywhere across our network to hit the fiber gateway closest to them, and the least use to always ensure both connectivity, stability, and always delivering the speeds we promise to deliver. Another big change that will come when we merge the networks, is the deployment and complete conversion to a pure digital IPv6 system. Since we prepared smartly, all you’ll have to do is make sure your IPv6 on your router is enabled and set to Automatic, then reboot your router. The south network is already “HyperNET v2 ready” so, if your on the north network to speed along the process, please email a photo of the bottom of your router clearly displaying your routers MAC address to noc@hyperfusiontech.com to make sure your router is activated in the new v2 system.
What else does the HyperNET v2 Launch bring? We have been diligently testing our HyperNET Mobile 4G LTE SIM cards, and the HyperNET v2 launch, will allow a subscribed device to float from your home internet ( either fixed point wireless or fiber ) onto our nationwide 4G LTE partner and never lose connection. Additionally, when ever you come near one of our privately owned 5G mobile cells, your connection will stop consuming your 4G LTE data ( which is extra and charged and works just like a traditional mobile 4G provider, this is meant to take the place of your big box wireless provider as well ). We already have some customers as well as staff using this SIM cards, and with the addition of a 2nd Nationwide provider, the HyperNET will be stronger and have access to more towers than any other big box provider even. The next evolution in data is coming over this summer
Regards,
Chris
PS If you want to check out our real time network status please click the following URL:
As you can see from the chart below, weather until May 9th is just tossed. As a result of this, all field work is being suspended with the exception of tower climbing and repairing customers from storm damage. As an update, we have finally got our phone systems completely fixed and now have multiple staff assigned to phones to ensure we’re getting everyones phone calls. As a reminder, please check the network status page ( https://www.hyperfusiontech.com/status ) for the latest news on network issues.
Hey everyone, in light of the competition focusing their time and energy on other pursuits we have decided to offer to step in and take care of any of their customers who have been adversely affected by this lack of attention and the recent extended outage. For a limited time Hyper Fusion is now offering to buy any qualifying radio that was purchased from our competitor for $250!! That’s right, we will give you a value of TWICE what your radio is worth and get you installed on our network. This $250 value includes your setup fee for your account and activation of your Hyper Fusion internet service. In addition, you will no longer have to worry about what your going to do if your radio dies. At Hyper Fusion we own and manage all of the radios on our service, so if yours goes out we will replace it at no cost to you. All you have to pay is your first month service at the time of installation and that’s it. Hyper Fusion is doing its part to provide TRUE broadband internet starting at $65 / month. ( Qualifying connections are limited to fixed point wireless connections installed with in the last 24 months and with in Lampasas or Burnet County )
Just a quick post to let you know that starting tonight at 10PM CST thru 4AM CST. During this Audit our IT team will be going thru EVERY repeater, access point, backbone, switch, wireless channel, customer station, managed router, fiber DMARC’s, fiber to the home customers, all of it, and making sure all software is up to date, property security is engaged, and wireless channels are optimized. This should bring you back to full package once we have it completed. This audit effects the following repeater sites:
Lampasas South
Lampasas West
Lampasas East
Lampasas North
Lampasas West
580 Midway
Kempner North
Kempner South
Our Friends 1
Chica Ranch
Arrowhead
183 Midway
We will update our status page: https://www.hyperfusiontech.com/status/ When the audit is complete. We will also be going thru EVERY account and addressing every support ticket and making sure everyones account is up todate.
Our guys have fully repaired the Burnet Gateway and put a permanent fix and backup in place to prevent the slow down the south network experienced over the past week, so that’s back at full charge, so everyone on the south network, yank your video qualities back up to 4K and stream as many devices as you can. We want to test what our network can truly do with all the recent upgrades now functioning as expected.
Chica Ranch is also a little stronger then it was before and back to normal. Not 100% sure what happened exactly, but between our repeater land owner, our engineer, and Chris, they got it worked out and we’re back and 15% stronger then we were. Additionally, do the explosion of connections in the Chica Ranch area, we’ve added 2 more access points that are a bit faster and capable of alot more customers. It’s hard to believe that 2 years ago we had nothing out there, and now, as of just yesterday, we have 100 happy internet customers out there! Hyper Fusion has realized, that in order to grow and provide the best service possible, 1 repeater just doesn’t cut it, that’s why we’re committed to always adding more throughput where needed and actively monitoring our OWN WHOLEY OWNED network. Just can’t outsource that stuff when your delivering internet, you have to be able to react to issues in real time. With that in mind north network, y’all are clear to yank up your qualities to 4k as well and pack as many devices as you can on the system. And as always, please report in if your not getting your expected speeds.
That’s right everyone, no more F rating on the BBB. We have addressed every single one of the 12 complaints. 4 have actually been live happy paying customers for the past 4 months, 5 have already been refunded, which leaves 3 remaining cases. So, yes, I would say, certainly in our case the BBB rating and assessment has been way off, not due to any issue with Hyper Fusion, but because our old company manager from MANY months ago ( as a business owner you get 6 months to reply ) and none of these except 2 I could have even responded to. Furthermore, you’ll see our BBB customer rating has went from 1 start to 2 1/2 stars. And you must also pay close attention to the dates. Clearly improvements are being made and will continue to be made. We are on the active hunt for a college degree holding Office Manager to help manage the chaos and whip our new green staff into shape to provide the best possible customer service! From F to C, and 1 start to 2.5 stars. That doesn’t happen unless we’re actually making things right folks.
Hey folks, we’ve been getting a lot of support requests regarding this issue so I thought I would make this post. A few weeks back during that major storm that took down our Kempner tower, it also took out a major fiber interchange physical building in Dallas / Ft. Worth where many providers bring their fibers together for peering traffic. As a result, as noted in this news story, HALF the internet is out. I’m actually rather surprised ours is working as well as it is. We have been in contact with both of our upstream providers and both say it will be back up before the weekend is out.
That’s right folks, we’ve got the new Kempner repeater under way. Tower parts where delivered this morning and the foundation is being worked on as we speak. If we don’t get er finished up today, we will have it finished within the next 48 hours one way or another. this will re-connect back all Kempner South and Chica Ranch customers. Additionally, at some point today or tomorrow, our 7 creeks backbone tower climb will be complete and you folks should be back online as well.
