Category: General

Burnet Network Experiencing Intermittent Speed Loss & Outage

Hey everyone, we are current having some issues with our south Burnet network.  Our guys know what’s wrong, and are already in route to fix it.  Shouldn’t take more than an hour or 2 to fix.  It’s super cold so make sure and give the field peeps some love!  Our die hard co-founder Will is out there and going to go fix it in this cold weather!

Naruna AP’s are all back to normal!

Hey everyone, we have been having so many issues with the Naruna AP’s we just took the old ones out and put up brand new, slightly more powerful AP’s and ran completely brand new lines and had our expert point crew team dispatched out there just after lunch which did the trick.  Everyone connected to Naruna now, we’ve seen 20%-25% signal strength increases on average.  This should permanently solve the Naruna tower.  Once Equrina gets built up to it’s full 150 foot height we will be completely replacing everything on Naruna repeater to get it ready for the HyperNET v2 Merging.

Kempner North to Kempner South Backbone Down

Around 1PM today the Kempner North to Kempner South backbone went down.  We are aware of what’s wrong and should have it back up shortly.  This outage puts Kempner South and Chica Ranch customers out of service until we bring it back up.  We will post again once it is fixed.  Thank you for your patience.

Updates for Feb 22

Hey everyone, just posting this to let every one know what’s on the schedule for weekend maintenance.  Unlike the other guys, who have a 3rd party operating their radios and network gear, at Hyper Fusion, we have in-house wireless and network administrators.  That’s also why we do our updates at night and not during the middle of the day, as we DO NOT for your security and protection 3rd party out any of our process.  We don’t want your private information being exposed to all those different companies without your permission. =)

Front End Website
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We will be updating our front end website tonight from 8PM to 10PM, during this time, the website may not load for you.

Fusion Portal
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We will be updating our Fusion Portal tonight from 6PM to 12AM, during this time, the Fusion Portal will not be available to anyone.

HyperNET v2 Ready Maintenance
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As we move forward over the rest of 2019 we will be “fusing” together our home fixed point wireless connections, our 4g LTE service, our private and partner 5g services, as well as our fiber to the home connections into 1 seemly service.  Moving forward once we complete this upgrade, all Hyper Fusion customers will be able to travel anywhere in North America with their devices and always maintain a consistent and reliable connection to the HyperNET,  Hyper Fusions’ Smart pure digital network.   With that in mind, we have to login to EVERY piece of gear we have and update its firmware with the custom proprietary firmware written by the HyperNET’s creator solely to ensure a high quality product.  We’ve already completed this process on the Burnet Main tower ( except for the west access point, have a customer we have to go put a new Gen 5 radio on to finish ) as well as Eagles Nest

Tonight from 12AM midnight to 3AM in the morning we will be completing the upgrade process for Kingsland North, 7 Creeks, Naruna, Equrina Fields, Lampasas North, Lampasas South, Lampasas West, Lampasas East, Lampasas South Fusion Fiber DMARC, and the Lampasas North Fusion Fiber DMARC.  During this time, you will lose connectivity or it will go up and down.

IMPORTANT NOTE:  We will require each customers MAC address of their router with the new system.  Once its engaged your router will be blocked from access if its not activated on the new system.  This is for your protection and will only allow your routers communication thru your wall plate should someone attempt to login and “hi-jack” your circuit.  Don’t know if we have your router MAC on file?  It’s simple to tell, all you have to do is login to your Fusion Portal account, and click on your service on the top right hand side, and on the screen regarding the service in qquestion, if you DO NOT see a netflow graph that looks like the one below, we do not have your router’s MAC on file.  In which case, please snap a photo of the bottom of your router where the lable is and look for the MAC address, it looks something like this  F4:s6:22:44:af:34  of course the characters will be unique to your router. Every router has a unique MAC address assigned to it, sorta like a “social security number” for your router.  There is a sample of the screen to the left.  If you do not see this “traffic graph” we do not have your router on file.  although we do not charge by how much data we use, we do track the usage for diagnostic purposes and DO NOT share or sell any customers data or usage for any reason.  We are SUPER strict behind our stance on data privacy and protection.

Hyper Vision ipTV Alpha Updates
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For our alpha testers out there testing out our Hyper Vision ipTV service, we will be doing updates on the trans-coding server software tonight so live TV will be down.  Your Cloud DVR service and recorded shows should still be accessible, it’s only the live TV channels that will not be until we complete the updates at 12AM Midnight.

Phone System
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We will be updating the software on our phone system tonight from 10pm to 12am midnight.  During this time our phone system will be down.  We’re preparing the system to also get ready for the next upgrade there, and this will be a doozy.  Our genius technology manager has created an answer to Siri, Alexa, Cortana, and Hey Google.  We call er Emili.  And our first release we will be letting customers interact with her thru a telephone virtual assistant 24 / 7 support.  Customers will be able to talk and interact with her for basic technical support help as if she where a real person.  You can have her reboot your managed router or your radio, check on current network statistics, as her when “your repeater is going live”.  She uses real time neural language processing to understand what your asking of her and using programming interacts with the Hyper Fusion Smart Network.  No more waiting for someone to answer the phone and help you get your internet back on, check on your bill, pay your bill, and more.  Once we get Emili perfected, we will be releasing the Android app and she will be able to do even more!

Customer Support Annoucement

Hey everyone, just a quick post to help inform everyone of our customer support process to make getting help much faster and more effective.   First and foremost, we did some massive updating to our phone system over the weekend and somehow it wiped out all our new voicemails.  So if you’ve left a voicemail in the past week or so, please submit a new support ticket with regards to your issue.

As we grow larger and approach the 500 customer mark we MUST set up an effective system for handling customer support requests in a timely manner.  With that in mind we have made a lot of changes to our customer support system.  We kindly ask that all customers direct their support requests by logging into your Fusion Portal account and opening a new support ticket and making your replys there.  If you can not reach anyone on the phone, you can also visit us on our website for live web chat as we have several people in the field logged into that system and will allow us to help y’all much faster.  If your interested in getting some self help we’ve set up a public message board system for our customers so that they can interact with other customers and get basic help themselves.  You can get to that website by clicking the link below:

https://forums.hyperfusiontech.com

If you forgot the fusion Portal address, it’s  https://my.hyperfusiontech.com

We have gotten a few complaints from customers that when they call some of our staffs phones they don’t get help back right away.  With that in mind, we ask that you please refrain from calling any staff’s mobile phone if you have an issue.  Our Call Center will now be handling ALL customer issues directly.  You can either call, use our websites live webchat, submit a support ticket, or check the HFT Forums for help ( all our staff including Chris will be posting on there, so feel free to post and ask questions.)

We also politely ask that as an existing customer you do not skirt our phone system and leave voicemails in the sales voicemail box.  This degrades the speed at which we can provide support to everyone due to our sales people not necessarily knowing how to help existing customers with slow speeds or receiver issues.

Thanks,
The Team @ Hyper Fusion