Amazon is enabling many of their devices such as the Echo's and Ring devices, to share the internet service you're paying for with anyone who wants to use it using a feature they call "Sidewalk".  There are many reasons this is a bad idea, especially from a security perspective.

• First and foremost, it's security.  Sidewalk enables access to your network inside your firewall, bypassing its security features. With this feature enabled, ANYONE can get on your WiFi connection and potentially obtain access to your shared files, devices, cameras or anything else inside your network in your home.  Your firewall protection that comes as a default with your router, whether purchased/rented from us or not, protects you from outside threats connecting to your network devices.  Once someone has access to the network INSIDE this router's network, you're no longer protected from whatever they do.  
• Second, you lose control over your internet experience.  When someone outside your home is using your internet connection, that means the signal is is being used outside your home, which can slow down your connection due to the signal strength of those devices connect.   Also, if these users are using bandwidth, that means they are using bandwidth your devices need to stream, work, learn, and so on. 
• Third, it's against our terms of service.  As a White Cloud customer, you' are not allowed to share your internet connection beyond the address where it is installed.  This is to prevent "theft of service" where someone who should be paying for their own asks a neighbor for a "favor' by asking for their wifi passwords so they can use their internet.  This may seem like no big deal, but this stuff we sell doesn't come to us for free.  We want to be able to keep our service affordable and reliable.  If a neighbor uses your internet, they aren't paying us for it, and the average usage per customer goes up - which means our rates will have to go up faster than we anticipate.  No one likes that!

As you can see, the Sidewalk service allows Amazon to steal internet from you and ultimately from us, and give it to someone who isn't paying for it, leaving you open to security issues.
To turn off the sidewalk services here's what you can do:
Instructions for Alexa app:

1. Open the Alexa app.
2. Open More and select Settings.
3. Select Account Settings.
4. Select Amazon Sidewalk.
5. Turn Amazon Sidewalk Off for your account.

Instructions for Alexa app:

1. Open the Alexa app.
   
2. Go to Control Center by tapping the three-lined icon in the upper left-hand corner of the screen.
   
3. Select Sidewalk and use the toggle icon to opt out
   
4. It will ask you to confirm you opt-out.

If you have any issues or questions please email our support team at support@wcloudus.com or give us a call and we will be happy to assist.

Owenton, KY. May 13, 2021 -- White Cloud Communications, a broadband services provider serving rural counties in Kentucky, today announced the company's participation in the FCC's Emergency Broadband Benefit Program (EBB) the FCC's initiative to help households across the country struggling to afford internet service during the pandemic. The program will allow eligible households to remain connected to services and resources they need for critical access to their jobs, healthcare information and remote education.

A lack of broadband access has become evident during recent events, and the COVID-19 crisis has left many families without reliable access to the internet, including students who are unable to actively participate in vital remote learning. It's estimated that over 32,000 students in Kentucky lack the internet connectivity needed to be able complete their coursework at home. To help those whose roadblock to internet access during the pandemic is financial, White Cloud has joined forces with nearly 900 other internet providers across the country large and small to support the FCC program. 

"The Pandemic has hit customers in our communities hard," said  TJ Scott, VP of Operations at White Cloud. "While we are seeing the light at the end of the tunnel for the pandemic, the economic impact is just now being realized by many. This relief couldn't come at a better time!"

Eligible families may enroll in the FCC Emergency Broadband Benefit program today to receive a $50 per month discount, not to exceed their total monthly bill, toward their monthly broadband services and modem rental fees, excluding taxes and other fees. 

More information about how residents can enroll in the EBB program, can be found at www.wcloudus.com/ebb.  

About White Cloud Communications
White Cloud Communications US is an up and coming broadband provider in Kentucky, with a network that is comprised of Cable, Fiber and Fixed Wireless to provide and all-of-the-above method of reaching rural communities.  White Cloud Serves 7 counties in Kentucky: Bullitt, Carroll, Gallatin, Henry, Owen, Muhlenberg, and McLean counties. With services the provide adequate bandwidth to serve the needs of any household, and a "White Glove" customer care treatment, White Cloud stands above the rest with customer satisfaction. Visit www.wcloudus.com for more information about White Cloud Communications

Today White Cloud Communications filed our application to participate in the FCC's $3.2Billion Emergency Broadband Benefit program.  This will allow us to offer relief to low-income broadband customers with options for discounted services. 

We want to thank the Commission as well as the USAC administration for their efforts to bring such needed program to our communities and we look forward to signing customers up on the official launch date when it is announced.

Stay tuned for more information soon to be announced that will detail who is eligible, and how customers can take advantage of these savings.

As many know, an individual in a senseless act, detonated an explosive device in downtown Nashville.  This explosion went off directly next to a key AT&T interconnection hub for communications services throughout the region.  Our hearts go out to all the affected people and businesses who suffered so much from the tragic event.  Our appreciation goes out to the many federal, state and local personnel who are conducting the investigation.
 
We at White Cloud Communications, a Kentucky broadband provider, also were affected by the explosion. White Cloud purchases transport and internet bandwidth from AT&T.  By Christmas Day afternoon, the data links to two of our headend locations from AT&T were offline.  Fortunately, we have made network resiliency a priority in recent years by investing in redundant circuits from multiple carriers.  Our customers, regardless of whether they are business or residential, expect that quality of service.  During this incident, however, our redundant circuits from other providers were quickly overwhelmed due to the internet traffic being rerouted.  To reduce the impact on our customers, we procured emergency bandwidth capacity from those other carriers , and by later on the 26th, traffic was flowing a a normal rate from our customers to the Internet, and voice calls were being completed, except where other providers still had issues.  Of course, the key to network resiliency is having sufficient redundant links on diversified paths from different providers.  Because of these network investments, along with the dedication of our personnel, we were able to minimize the harm from this extraordinary event and provide the quality of service our customers expect.  And, because communications networks and operations are always evolving, we are already evaluating this Christmas Day event to determine how we can further enhance our network reliability and performance.
  
White Cloud Communications is not alone in its dedication to providing robust, reliable, resilience service.  We are part of America’s Communications Association, whose members, smaller broadband providers, have invested and continue to invest billions of dollar annually in their communications infrastructure.  Over the past year during the COVID emergency, the networks of these smaller providers like White Cloud Communications reliably offered the high performance broadband services that their customers required to engage in telework, online learning, and telehealth and so many other critical activities.  And, they also invested to make their networks resilient to lessen the harms from extraordinary events, whether they are weather disasters or other unusual events. 
 
It will take time to analyze all the fallout from the Nashville bombing on our communications infrastructure.  Even while we were prepared and are proud we got back to normal operations so quickly, we along with all providers should use this opportunity to reexamine our infrastructure and address shortcomings.  We are particularly concerned about the reliability of our nations 911 infrastructure, which too often relies on a limited number of paths from the same provider.  Government agencies should focus their attention on addressing these 911 issues promptly with long term fixes.  In the end, White Cloud Communications and the other members of America’s Communications Association understand their customers rely upon them for essential communications connectivity, and all of us will continue to strive to provide the communications services our customers need – no matter what events come our way.

Effective Monday November 23, 2020
Due to the Governor Beshear's orders to reduce office staff on site and the requirement to have staff working from home, we are forced to close our lobbies to the public until further notice. 

If you need support, please call us at 855-552-2253 (Due to several of our support staff working from home, you may hear some background noise and may experience longer than normal hold times).  After hours dispatch will return calls for service-related issues if you call outside our business hours.

To make payments you have the following options:

• Online payments (preferred to reduce our call loads for those needing support): visit www.mywhitecloud.us and use your account number and pin to log in (shown on your monthly invoices)
• Mail to White Cloud Communications, 150 Progress Way, Owenton, KY 40359 (please give up to 10 days for processing, if a late notice has been issued, you will need to call us to notify payment has been mailed)
• Drop Off your payment in our night drop in our Owenton Drive through, or on the gates at our Bremen and Knob Creek Locations (no cash outside business hours for security reasons)
• Drive Through window at 150 Progress Way, Owenton, KY 40359 during business hours
• Call 855-552-2253 during business hours if the above options are not possible

To order or change services, please call 855-552-2253 during our normal business hours

We will continue to perform installation and limited in home service.  If you have an issue with your services, and the issue is determined to be with something inside your home, we ask that you work with us to assist you correct your issues over the phone.

If an in-home visit is still required, please be assured we will maintain social distance, and will wear masks or face shields to protect you. We also have a strict stay at home/testing policy for our staff to protect our customers and co workers.

If you have any questions please feel free to ask one of our agents when you book your appointment.

Owenton, KY - June 12, 2020

White Cloud Communications US, LLC, a privately owned rural broadband internet provider, has announced the closing of the purchase of SkytechBB’s assets and accounts as of May 29, 2020. 

For several months, Gallatin County Fiscal Court and White Cloud Communications US, LLC worked out details on the transaction, as well as planning a way forward to improving services and expanding the territory the system can serve.

“We are happy with the outcome of this transaction, this is the beginning of a partnership with Gallatin County that will stand for years to come.” Said Kerry Bowlin, White Cloud’s president. “We are anxious to show residents what the future holds for those who have the former SkytechBB service, for those who don’t yet have any broadband service, and even for those who are looking for a viable cost-effective alternative to the local cable and telephone provider.”

Gallatin County Judge Executive Ryan Morris stated.  “I’m very happy that the county will continue to be a partner in this. Looking forward for our residents and businesses to have another option once White Cloud upgrades the SkyTech system."

Bowlin continued “White Cloud plans to deploy LTE fixed wireless using licensed and unlicensed spectrum, which gives us options to serve customers with higher bandwidth and in places that were unable to be reached with the current technology. Our Owen County and Western Kentucky customers are seeing wireline performance, and speeds better than satellite and most rural telephone companies.” He continued “During COVID-19 we have installed customers who never had service who are now able to work, perform school functions, and see their doctor all from the safety and convenience of their home.  Now, Gallatin County will soon be afforded the same opportunity”

Skytech customers will begin to receive their monthly statements from White Cloud in July, and accounts are already being moved to White Cloud’s subscriber management system for billing and care.  For support or questions, customers may call (855) 552-2253 during business hours, or leave a message after hours to be returned by our on call dispatch.  Customers may also email hello@wcloudus.com, or visit White Cloud’s website www.getwhitecloud.com.

About White Cloud Communications

White Cloud Communications US, LLC is a broadband provider based out of Owenton Kentucky. White Cloud owns and operates broadband cable and fixed wireless networks throughout Kentucky and currently serves portions of Bullitt, Muhlenberg, McLean,  Owen, Henry, Gallatin, and Carroll Counties.  For more information about White Cloud Communications, please visit www.wcloudus.com

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!