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!

Fox News and CNN and Hallmark have offered to provide their channels to those who have our Basic package as a free preview until April 18.
We have activated these channels on all customers equipment who have our Basic package as of 11pm Eastern time today, and they will remain until April 18 at no additional charge.

• ​CNN, Channel 200
• Fox News, Channel 202
• Hallmark, Channel 301
• Hallmark Movies and Mystery, Channel 406

In an effort to help provide some comfort during these unprecedented times, Crown Media is responding to fan requests for more Christmas content with a special Christmas movie marathon starting Friday, 3/20 – Sunday, 3/22.  

STUDIO CITY, CA – March 18, 2020 Hallmark Channel has a weekend of what viewers asked for, We Need A Little Christmas a special marathon featuring “Countdown to Christmas” movies Friday, March 20, through Sunday, March 22. 

The Hallmark Channel premieres of “In the Key of Love,” “2020 Spring Fling Preview Special” and “2020 Hallmark Movies & Mysteries Preview Special” will air at their originally scheduled times on Saturday, March 21.

“Countdown to Christmas” movies starring fan favorites Candace Cameron Bure, Lacey Chabert, Holly Robinson Peete, Danica McKellar, Chad Michael Murray, Ryan Paevey and more will let viewers cozy-up at home and watch the movies they asked for.  “A Christmas Detour” starring Cameron Bure and Paul Greene (“When Calls the Heart”) kicks off the special event on Friday, March 20 (12 p.m. ET/PT).  The marathon continues throughout the weekend with movies including “Crown for Christmas,” “A Very Merry Mix-Up,” “Christmas at Dollywood,” “Write Before Christmas,” and concludes with “Christmas in Rome” (Sunday, March 22, 6 p.m. ET/PT).  

The Full schedule appears below:
FRIDAY, MARCH 20:
12:00 p.m. ET/PT: “A Christmas Detour” 
Stars: Candace Cameron Bure (“Fuller House”) and Paul Greene (“Bitten”)

2:00 p.m. ET/PT: “Holiday Date”
Stars: Brittany Bristow (“Rising Suns”), Matt Cohen (“General Hospital”), Teryl Rothery (“Cedar Cove”) and Bruce Boxleitner (“Debbie Macomber’s Cedar Cove”)

4:00 p.m. ET/PT: “A Christmas Love Story”
Stars: Kristin Chenoweth (“Glee”) and Scott Wolf (“The Night Shift”)

6:00 p.m. ET/PT: “Mingle all the Way”
Stars: Jen Lilley (“Days of Our Lives,”), Brant Daugherty (“Pretty Little Liars”) and Lindsay Wagner (“The Bionic Woman”)

8:00 p.m. ET/PT: “Christmas Under Wraps”
Stars: Candace Cameron Bure (“Let it Snow”), David O’Donnell (“12 Wishes of Christmas”),
Brian Doyle-Murray (“The Middle”) and Robert Pine (“Frozen”)

10:00 p.m. ET/PT: “Crown for Christmas”
Stars: Danica McKellar (“The Wonder Years”) and Rupert Penry-Jones (“Black Sails”)

SATURDAY, MARCH 21:
12:00 a.m. ET/PT: “The Christmas Cottage”
Stars: Merritt Patterson (“Forever in My Heart”) and Steve Lund (“Reign”)

2:00 a.m. ET/PT: “A Royal Christmas”
Stars: Lacey Chabert (“Mean Girls”), Stephan Hagan (“Against the Dark”) and Jane Seymour (“Dr. Quinn: Medicine Woman”)

3:30 a.m. ET/PT: “Marry Me at Christmas”
Stars: Rachel Skarsten (“Reign”) and Trevor Donovan (“90210”)

5:00 a.m. ET/PT: “A Very Merry Mix-Up”
Stars: Alicia Witt (“Orange is the New Black”) and Mark Wiebe (“Sweet Karma”)

7:00 a.m. ET/PT: “Christmas at Graceland: Home for the Holidays”
Stars: Adrian Grenier (“Entourage”), Kaitlin Doubleday (“Nashville”), Priscilla Presley and Chase Bryant

9:00 a.m. ET/PT: “Snow Bride”
Stars: Katrina Law (“Spartacus: War of the Damned”), Jordan Belfi (“Surrogates”) and Patricia Richardson (“Home Improvement”)

11:00 a.m. ET/PT: “Switched for Christmas”
Stars: Candace Cameron Bure (“Fuller House”), Eion Bailey (“Once Upon a Time”), Mark Deklin (“Grace and Frankie”) and Natasha Bure (“Make It or Break It”)

1:00 p.m. ET/PT: “Christmas at Dollywood”
Stars: Danica McKellar (“The Wonder Years”), Niall Matter (“Eureka”), and Dolly Parton (“Dolly Parton’s Coat of Many Colors,” 9 to 5)

3:00 p.m. ET/PT: “The Nine Lives of Christmas”
Stars: Brandon Routh (“Superman Returns”) and Kimberley Sustad (“A Bride for Christmas”)

5:00 p.m. ET/PT: “Christmas at the Plaza”
Stars: Ryan Paevey (“General Hospital”) and Elizabeth Henstridge (“Agents of S.H.I.E.L.D.”)

7:00 p.m. ET/PT: “Christmas Town”
Stars: Candace Cameron Bure (“Fuller House”), Tim Rozon (“Schitt’s Creek”) and Beth Broderick (“Sharp Objects”)

SUNDAY, MARCH 22: 
12:00 a.m. ET/PT: “Picture a Perfect Christmas”
Stars: Merritt Patterson (“The Royals”) and Jon Cor (“Shadowhunters”)

2:00 a.m. ET/PT: “The Sweetest Christmas”
Stars: Lacey Chabert (Mean Girls) and Lea Coco (“Queen Sugar”)

4:00 a.m. ET/PT: “Coming Home for Christmas”
Stars: Danica McKellar (“The Wonder Years”), Neal Bledsoe (“The Mysteries of Laura”) and Andrew Francis (“Chesapeake Shores”)

6:00 a.m. ET/PT: “Christmas Wishes & Mistletoe Kisses”
Stars: Jill Wagner (“Teen Wolf”), Matthew Davis (“Legacies”) and Donna Mills (“Knots Landing”)
 
8:00 a.m. ET/PT: “Pride, Prejudice & Mistletoe”
Stars: Lacey Chabert (Mean Girls) and Brendan Penny (“Chesapeake Shores”)

10:00 a.m. ET/PT: “Christmas in Evergreen: Tidings of Joy”
Stars: Paul Greene (“Bitten”), Maggie Lawson (“Psych”), Barbara Niven (“Chesapeake Shores”), Holly Robinson Peete (“21 Jump Street”), Rukiya Bernard (“Van Helsing”), Colin Lawrence (“The Good Doctor”), Ashley Williams (“How I Met Your Mother”) and Jill Wagner (“Teen Wolf”)

12:00 p.m. ET/PT: “A Shoe Addict’s Christmas”
Stars: Candace Cameron Bure (“Fuller House”), Luke Macfarlane (“Brothers & Siters”) and Jean Smart (“Designing Women”)

2:00 p.m. ET/PT: “Christmas Under the Stars”
Stars: Jesse Metcalfe (“Desperate Housewives”), Autumn Reeser (“The Arrangement”) and Clarke Peters (“The Wire”)

4:00 p.m. ET/PT: “Write Before Christmas”
Stars: Torrey DeVitto (“Chicago Med”), Chad Michael Murray (“Riverdale”), Grant Show (“Dynasty”), Lolita Davidovich (“How to Get Away with Murder”) and Drew Seeley (“Glory Daze”)

6:00 p.m. ET/PT: “Christmas in Rome”
Stars: Lacey Chabert (Mean Girls) and Sam Page (“The Bold Type”)
​

Many people are working and doing school from home during the Social Distancing activities (or non-activities) recommended by the CDC to limit the spread of COVID-19.

At White Cloud Communications we are monitoring our network utilization closely, and are running with plenty of available bandwidth on all segments of our network ensuring that there are no bandwidth (speed) shortages.

Most calls from customers experiencing issues we receive are related to in-home WiFi issues, not our network that provides service to your home.  Now more than ever, WiFi network may experience issues due to the additional simultaneous use you may not normally see.   

To determine whether the issue is the WiFi or our equipment/network, be sure you test your connection with a computer or laptop plugged directly into the modem (if you are served by our cable network), or router (if are served by our tower network).  If it works there, your issue is going to be in your in-home network.

WiFi requires clean radio signals between your devices and the router.  The router and the devices need to "hear" each other without other things interfering.

Here are some points to consider, to help improve your wireless experience in your home:

Best Modem Placement:

• Placed in a central area of your home.
• Elevated (off of the floor) and in an upright position.
• In an open space, free of obstructions.

Sources of Interference

• Walls and furniture.
• Metal surfaces (including computer cases).
• Halogen/fluorescent lighting.
• Microwaves and refrigerators.
• TVs and computer monitors.
• Most cordless phones.
• Baby monitors.
• Large amounts of water (like aquariums and water heaters).

Other Factors that Can Impact WiFi Connectivity

• The number of WiFi devices connected to your network.
• Interference from neighboring WiFi networks, especially during peak hours.
• Limitations of mobile devices.
• The distance between your Router and a mobile device.

We hope this helps reduce some issues you could be experiencing.  If you need assistance, however, please call us at 855-552-2253 or email us at hello@wcloudus.com so we help get you pointed in the right direction!

Be safe, stay home and be assured we are here to support you!