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:
Hey folks, so we’ve realized, in just about every neighborhood, we have 1 person who is a bit more aware of what’s going on with Hyper Fusion and how to operate their Hyper Fusion circuit. We’ve made contact with these folks and we are going to be making them moderators of their specific neighborhood. These same folks will also be included in a special board with Hyper Fusion staff so that they can stay in the day to day know, and pass on information that effects each small neighborhood in an effort to increase our customer support and getting information where its’ needed as fast as possible. Again, as we grow, and in an effort to better serve our customers we will be moving all communication with our customer to our private message boards and our Fusion Portal system and in-house Customer Support. We think that working more closely with each community in our service area we will be able to better serve our customers. Signing up for a forums account is free, just remember when you do and your looking for the activation email, check your SPAM box and for the activation email and please be sure to register with the same email address as your login for your Fusion Portal account so we can get you set up in the forums as we have to manually add each request to the private and hidden customer only message boards. We’re asking that everyone please sign up, and once your in, there is a Welcome thread, go ahead and make a starter post if you like.
Again, once you register, please email support@hyperfusiontech.com and let us know you registered for the message board site so we can get your account added to the customer only private boards.
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.
