Monday – Tuesday – Now that we have our permit for our south fiber we will be working on the pieces to finish this off to light up all of our south networks with ALOT more internet and light up our Briggs site and we will be climbing to replace the 7 Creeks backbone.
Tuesday – Wednesday – We will be working on Kempner Main and getting the last of the Kempner customer repairs and waiting installs completed.
Wednesday – Thursday – We had to order mounts and things for Lampasas, those items should be in so that we can get the Lampasas repairs and installs finished.
The Saturday Night Live season premier is on tonight folks! Be sure and check it out! Season 45!!!
Friday – We will be fine tuning Equrina and activating the new power uplink with the new fiber to Eagles Nest repeater, thusly feeding Kingsland and Council Creek with ALOT more internet.
Weekend Maintenance Completed
Updated our front end websites core software and plugin updates
Ran some massive updates on our portal server and added in 6 more CPU cores so the portal is fire fast again.
Installed new uplink radios on Lampasas East and Lampasas south doubling internet capacity at those sites.
Completed configuring Burnet Fiber DMARC gear ready for deployment next week
Upgrades Completed
We have now completed upgrading our phone system so that it will process outage reports thru Emili’s Virtual Agent interface as well as voicemail support ticket creation when a caller calls during normal live customer support agent hours but no one happens to be available.
Redesigned customer invoices so they now include customers “customer since” date, Customer ID#, and other useful information for getting better customer support.
Added a new emergency notification bar to the top of our website. When there’s a major issue effecting out network we will post it there. When the issue is resolved it will disappear. There’s a sample posted below. We highly suggest, if you have no internet, but you have a phone with a 4g LTE data connection, to check our website. If you don’t have enough data to accomplish that, then simply text our primary number 512-790-2250 with the following trigger phrase: “Hey Emili, is there an outage” and you should get the same information. Very soon, both of these sources will read their data from the same place which is our backend issue tracking system so the data will always be propagated in real time so that no staff has to update either Emili’s messages or the website trigger, it will all be done programmatically and in a real-time automated fashion to get the latest in precise information.
We do apologize we didn’t get a chance to get much notice out this morning. We got up nice and early and went and checked our storage gear for the mounts we needed for Lampasas however we do not have any more on hand so we had to order more today and one of our staff will be driving to collect station tomorrow to fetch those items. The City of Burnet issued our permits and things and completed their end of things so as a result we now have a shiny new power pedistal and power service to fire up the Burnet south Fiber! finally! This weekend will be connecting Burnet Main and Eagles Nest directly to the splice point as well as replacing the 7 creeks downlink master radio and adding some noise isolation mounts to the east facing access point while we’re up there. This will drastically improve everything around there. As the gateway effects ALL our customers this required our immediate attention.
Tomorrow ( 9 / 25 ) we will be working on the Kempner Main tower and finishing that off which will drastically help Chica Ranch. For those of you close to their we will be working on you as well tomorrow. Day after we will go back to Lampasas to finish those folks up. We do apologize about the change up but we are trying to make sure everyone gets done what they need without putting them off for more then a day or 2 anymore. We do apologize about Kingsland area folks will have to wait until Monday. We are also ordering some gear that will help y’alls installs go fast and a few minor tower pieces to help block noise as well. We are pushing hard over the rest of this month to make sure everyone that is strangling on issues gets fixed up. At this time however, our systems report that 91% of our circuits are at or above package and 96% of them have some services, while only 4% are complete out. This doesn’t mean that we’re leaving y’all behind or forgetting about you, but when items from government agencies pop up, Hyper Fusion MUST comply with them. That’s how we maintain our licencees, permits and access to infrastructure that most providers just don’t have, at least not any small town WISP’s anyhow.
New Emili Feature
When you now make a new outage report with in 30 minutes ( depending on server load ) a new ticket will appear in our back end letting us know that a new issue is reported.
I’ve added in a live outage reporting feature now that everyone can use while talking to Emili. Just say, “Emili, I’d like to report an outage.” and she will automatically create a new ticket in our system and fire out appropriate notifications. This will help speed up repairs and letting us know that your having issues and so we don’t lose a single request. In addition, during live customer support hours, if for what ever reason someone doesn’t answer customers now have the ability to leave a voicemail which pops up in our system as a new support ticket with the voicemail attached. This will help ensure we don’t miss anyones request.
A new ticket similar to this one should appear in your fusion Portal after you make a new outage report.
Well everyone seems our new format is having MUCH better results then the past few weeks and has drastically beefed up the number of jobs we’re getting done in a week. We do ask that if your still waiting for an appointment, do be patient with us as we finish getting caught up. It’s definitely working. We are still having some bugs in our phone system which should be resolved this weekend. We do apologize for this, but as you can see, it’s yielding fantastic results.
Upcoming Weeks Schedule
Holding true to our new format, we are posting the areas in which we will be in and on what days during our weekend update. This will help get questions answered for customers waiting for on-site service calls no matter the reasons.
Monday – Tuesday: Lampasas
Just a handful of customers left to repair and 1 to install
Tuesday – Wedneday: Kempner / Chica Ranch
We will be finishing of the Kempner Main repeater as well as tuning the downlink connection to Chica Ranch which will return all speeds to normal off these two repeaters.
Wednesday – 7 Creeks / Naruna / Lake Victor
We will be doing some trenching out at Naruna to prepair to fiber connect it back to the new Burnet Gateway. Additionally, the 7 creeks downlink radio on the Burnet Main side needs to be replaced, and this will resolve the slow speed issues out at 7 Creeks
Thrusday – Eagles Nest / Kingsland / Burnet ( Scattered Storms )
We will be mounting a brand new gigabit radio on Eagles Nest to repair to connect it to the new fiber. We ill also be putting up a new beefy 1/2 gig downlink to Kingsland North in place of the starter link that’s there now. This will MASSIVELY beef up the Kingsland area connections.
Friday – Open, for storm re-schedules
Inclement Weather Policy Update
As we are in the throws of hurricane season we decided to post our weather policy again and update it a bit for those folks who do not know. As per OSHA regulations on most of this stuff, obviously due to the type of internet we deploy, Hyper Fusion has adopted several factors that we use to ensure the safety of our staff, which is paramount to keeping things cooking here at Hyper Fusion. For the most part, we will only call a “weather day” if winds exceed 10mph, if there is heavy rain, or if lightning is flying off everywhere. Especially those jobs with steep roofs, metal roofs, or utility pole climbing. Although we can, we also doing like trenching fiber during bad weather either. If you have an appointment that happens to be called due to weather, we will generally start calling or contacting the weekend before to get you rescheduled if we know the storm is going to be bad. As we are in the throws of hurricane season as well, we have also been busy on weekends testing our field gear directly in these horrible conditions for Project DIRT.
Arrowhead Ranch, Cottonwood Mesa, and Blackbuck Ridge Repeater Sites
As some of you may know, some of the old staff we had to let go at the beginning of the summer are associated with the company that’s building out Arrowhead Ranch, Cottonwood Mesa, and Blackbuck Ridge repeater sites. We are pleased to announce that we are working with their management to ensure that these repeaters stay right where they are so they are able to provide residents with fantastic internet. Although we do not have all the particulars worked out, we believe their management is working with in the best interest of its residents. After all, we’re pretty sure they want what’s best for their sub-division. Don’t want what happened to the City of Lampasas to happen to the residents of these sub-divisions. Although some of these folks where just not the right fit for Hyper Fusion, we believe they will continue to work with us in a professional manner to ensure that folks in these sub-divisions are not put of internet. Even though we’ve heard LOTS of interesting stories from customers regarding all the staff that was let go back then, we are more then confident that they are now working with us to achieve the same goal of providing their residents with the best internet around. We can’t imagine that there is any reason why they would do anything to prevent delivery of internet like the City of Lampasas has.
Cancellation of City Wide Internet in Lampasas
We are sad to announce that we have canceled our roll out of city wide wifi for Lampasas due to the City’s foul practices. After meeting with the mayor and city manager of Lampasas and learning directly from them, that they used most of the research that Hyper Fusion did in order to hatch a plan to control the city internet themselves we will no longer be offering ANY services to residents of the City of Lampasas. If you are already a customer, you will remain connected, however, any new residents that reside with in city limits will no longer be eligible for services. Even though we have live ready to go fiber infrastructure right in town due to the City’s choices, we will be hauling all deployments with in town, and moving right past Lampasas North and West. After learning also from several upstream providers directly telling us they would not provide us services if we brought them with in city limits of Lampasas, we thought we ought to follow the restrictions of our cherry contract with them and to ensure that everyone gets the internet that the big city gets. And yes folks, there are VERY strong reasons some of the upstream wholesale fiber companies refuse to bring fiber into Lampasas. They don’t want them upping peoples utility bills as they plan to. Additionally, how much confidence can you have in their utility department when they have had all the problems they have had over the couple of years, and now these people think they know how to run a major enterprise class fiber network? Yikes.
Burnet South Gateway Fiber Installation
We are pleased to announce the City of Burnet IS working with us in our deployment of a brand new fiber DMARC in Burnet that will offer fiber to the home and business in the City of Burnet. Unlike the City of Lampasas, it’s quite clear that they understand the economic impact this type of service can have on local commerce and getting new residents into town. Although these permits to do so are rather expensive considering, Hyper Fusion believes these costs to be more than reasonable and fair. However, we will not be changing our fiber prices what so ever as a result, as we are not here to rob the customer. Hyper Fusion would like to recognize the City of Burnet utility department for assisting Hyper Fusion in every way they can to ensure this fiber goes in. We couldn’t be more thrilled to work with them. They have some awesome folks over there in the utility department and their offices. However, the same can’t be said for most electrical contractors. Not sure why, but most seem to be difficult to work, but Hyper Fusion has found a solid electrical contractor we are working with on this splice point to ensure all codes and regulations are followed. The City of Burnet required us to change a few things in our manner of deployment which we are happy to do. This however, has caused a delay of a week or 2 on this fiber. We kindly ask everyone to remain patient while we wait for the City of Burnet to do their part. These sort of things when working with the city utility department take some time due to code. The utility staff of Burnet do not make these regulations, but just like us, are required by law to follow them. And Hyper Fusion certainly is never going to break the law, just to get some work done.
If you emailed into our special on-site request box already, YOU DO NOT NEED TO DO SO AGAIN. We’re aware of every request, and look thru this list every day and only delete them once they have been completed. However, if you have not emailed in yet, and are still waiting on a service call, please email onsite-request@hyperfusiontech.com with your request and we will get you in the rotation as soon as humanely possible.
Hyper Fusion is just completely creaming the competition! After working hard all year we finally passed Grande Communications, which is the #1 Internet Provider in central Texas! But I guess that’s what happens when your faster than the other guys, and when your customers are a lot happier than them as well cause they are not getting over charged and blasted with all kinds of hidden fee’s! We get more than twice the traffic RiseBroadband does, and they are in at least 10 states and multiple countries even! A big shout out to all our customers for helping make this happen. We couldn’t have done it without you.
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!
obviously due to the type of internet we deploy, Hyper Fusion has adopted several factors that we use to ensure the safety of our staff, which is paramount to keeping things cooking here at Hyper Fusion. For the most part, we will only call a “weather day” if winds exceed 10mph, if there is heavy rain, or if lightning is flying off everywhere. Especially those jobs with steep roofs, metal roofs, or utility pole climbing. Although we can, we also doing like trenching fiber during bad weather either. If you have an appointment that happens to be called due to weather, we will generally start calling or contacting the weekend before to get you rescheduled if we know the storm is going to be bad. As we are in the throws of hurricane season as well, we have also been busy on weekends testing our field gear directly in these horrible conditions for 
Unlike the City of Lampasas, it’s quite clear that they understand the economic impact this type of service can have on local commerce and getting new residents into town. Although these permits to do so are rather expensive considering, Hyper Fusion believes these costs to be more than reasonable and fair. However, we will not be changing our fiber prices what so ever as a result, as we are not here to rob the customer. Hyper Fusion would like to recognize the City of Burnet utility department for assisting Hyper Fusion in every way they can to ensure this fiber goes in. We couldn’t be more thrilled to work with them. They have some awesome folks over there in the utility department and their offices. However, the same can’t be said for most electrical contractors. Not sure why, but most seem to be difficult to work, but Hyper Fusion has found a solid electrical contractor we are working with on this splice point to ensure all codes and regulations are followed. The City of Burnet required us to change a few things in our manner of deployment which we are happy to do. This however, has caused a delay of a week or 2 on this fiber. We kindly ask everyone to remain patient while we wait for the City of Burnet to do their part. These sort of things when working with the city utility department take some time due to code. The utility staff of Burnet do not make these regulations, but just like us, are required by law to follow them. And Hyper Fusion certainly is never going to break the law, just to get some work done.
