Attention White Cloud Communications Customers,
As you're aware, we closed our lobbies on March 17. Our drive-thru phone support/service remained fully operational after this date. We also continued to perform no-entry service calls and maintenance, and we have been able to keep everyone’s service working throughout this time!
We’re excited to finally be able to announce that we will begin reopening our lobbies on May 18. We are also beginning limited in-home service and installations right away. This is subject to change with governor executive orders and company policies. In order to facilitate our reopening, we ask for your help to keep our customer centers safe for everyone.
If you are encountering financial hardships due to COVID-19 we are continuing to work with customer a case by case basis. Just let us know by calling 855-552-2253 or emailing firstname.lastname@example.org if you need this or anything else.
We appreciate the support of the communities we serve, and it’s our privilege to be able to continue to provide the best service and support during these times.
The picture in this post depicts a scan from a customer's router that shows other WiFi networks interfering with it. There were 17 visible by this router when this snapshot was taken. This customer had an extender that was interfering, a printer that was set up to create its own WiFi network, and a Roku that was creating a network of its own inside the home. The rest of the clutter was from neighbors routers. Every one of these were competing for the same WiFi channels (and some configured incorrectly interfering all the others).
In this kind of environment, there is little that can be done by the service provider to improve wireless connections. The connection we are providing to the house was in perfect condition. Wired connections to the modem were exceeding performance specs. But because the WiFi landscape was so cluttered, it's best effort.
The customer in the example above, could resolve their issues by using extenders that ONLY using 5gHz WiFi, and turn off the 2.gHz networks. This may require upgrading some devices in their home to be compatible, but because the standard 2.4gHz network is so unstable, they have little to no other option.
Yes, it's frustrating to many to be told "our stuff is working - its in your home", but because WiFi uses radio frequencies vulnerable to interference from other devices, and other WiFi networks nearby, White Cloud (nor any other ISP) cannot guarantee performance on your WiFi network, even if you use our WiFi enabled modems.
If you're having issues with your White Cloud service, but are unsure if it's our network to your home causing the issues, or the equipment in your home, give us a call at 855-552-2253. We will be happy to look things over, and if it's something on our end, we'll fix it for no cost to you!