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.

Lobby Changes

• We will limit the number of customers permitted in the lobby to one at a time. So if you see a customer inside, please wait until they have completed their business and have left to enter.
• We would love to see any of our customers that stop by, however most business we handle in our offices can be handled over the phone.  In fact, there is very little we can’t help you with over the phone or via email.  We can even set up a Zoom call if needed.   
  
• If you are simply paying a bill by credit/debit card, please call us with those payment methods.
• If you need tech support, please call us from where your services are located so we can better assist you.  We can’t walk you through troubleshooting unless you’re at your home or office anyway!
• If you are in the vulnerable population, are sick or have symptoms of a respiratory illness, please do not enter the buildings. Stay home, and get better.
• We will wear masks when working with you directly for your peace of mind.  We will ask that you do the same in accordance with the government orders for businesses like ours.
• If you need to use a pen of ours, we'll ask you to keep it as a souvenir of your visit.
• All touch points in our lobbies will be sanitized throughout the day.
• Our employees will be sanitizing their work stations throughout the day.

In Home Installation/Service Changes:

• Our techs will be allowed to enter homes using their own discretion.  If they feel like they could be at risk, or if they can resolve the issues outside without entering, they will not enter your home.
• When they enter your home, our technicians will wear a mask while inside, and will use hand sanitizer before entering and when exiting. 
• They will also wear protective shoe covers into your home from now on regardless of pandemics to respect the cleanliness of your home.

Other precautions:

• All of our equipment is cleaned with antibacterial cleaners before being sent to your home. 
• Our workorders will be paperless.  Your recorded phone call requesting service, and completed installation is your acceptance of services.
• Paperwork such as terms of services, notices and waivers will be emailed to you if there is any.
• We have a strict policy for our staff to not come to work sick or with symptoms resembling COVID-19.  They are not allowed to return to work in person unless cleared by a doctor with a negative test result.

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 hello@wcloudus.com 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!