Initial Business Response / [redacted] (1000, 5, 2016/06/10) */ MR Systems Wireless, LLC is a small business servicing homes and businesses in central Illinois with wireless internet and VoIP servicesThis service must be line of sight (LOS) between the customer's location and one of our broadcast locationsThe device installed at a customer site uses radio waves to communicate with the tower/broadcast siteMany things can affect this signal including obstructions and interference from other electronic devices - even a customer's wireless router can interfere if it is not correctly configuredMany of these variables are not within the control of MR Systems Wireless Please see our Terms of Service located on our website: www.mrsystemswireless.com 1) In mid-May, our network was "collateral damage" in a world-wide attack specific to Ubiquiti equipmentThis was a malicious attack affecting hundreds of thousands of internet devices around the globeBecause this attack was specific to carrier-class equipment manufactured by Ubiquiti, it never placed the customer's personal information in dangerHowever, this attack did use software to disrupt the communication between the customer and broadcast devices resulting in an internet outageEach broadcast site and customer had to be physically visited and reprogrammed to restore communications, and, there are hundreds of such sites in our network As a small business of employees, we have one person tasked with answering the phones and documenting trouble reportsAt one point during this attack and outage, there were messages in our phone system and one person to answer the incoming calls reporting trouble or confirming that everything had been correctedThe rest of our team was tasked with removing the software attacking our network and restoring service by visiting each customer and towerWhile we wish we could have responded to each customer's calls, it simply was not possible with our resourcesWe did broadcast telephone updates as to the progress of restoration throughout the outage period 2) As mentioned above, there are many factors that affect radio wave propagationOur technicians have been to Mr [redacted] ' house times since January of His equipment was upgraded at our cost in an attempt to improve his serviceAt his location, we have not been able to get a stable signal to support higher data ratesThis is why Mr [redacted] was offered the option of a lower data rate package so that he would not be over paying for our serviceHowever, our Terms of Service clearly state that our data rates are "up to X speed" and are not guaranteedWe even offered to remove our service, but Mr [redacted] refused MR Systems Wireless continues to purchase additional bandwidth for our customers to avoid network congestionOur network is not perfect though, so there are times it may seem a bit slowerWe monitor frequency changes of our competitors as that may affect our network miles awayHowever, we are constrained by what bandwidth is available to purchase in given areasAs an example, there are several major fibers which transit Clinton, IL but most do not have bandwidth available for purchaseSo, we sometimes have to supplement fiber bandwidth in Clinton, IL with wireless bandwidth from other areas as our network allows 3) We understand Mr [redacted] ' frustration with unreliable internet serviceMR Systems Wireless, LLC was started by local businesses that could not get reliable internet service to their various locationsBut this also makes MR Systems Wireless different in that our owners use the system to run their businessesSo, the network has to work wellThis results in a much more robust network for home customers than is usual with wireless internet service providers Contrary to Mr [redacted] ' accusations, we typically turn down more new customer installs in a month than we connectOur installation technicians perform a frequency survey at each potential customer's locationAfter the site survey, if our technician determines that their specific setting cannot receive a robust enough signal to have fast and reliable internet service, then we will refuse to install themTo do otherwise would simply be bad business on our part Resolution: MR Systems Wireless, LLC has scheduled our SrLinesman to make a service call to Mr [redacted] ' home the week of June Our SrLinesman has an "improve or remove" work orderIf he cannot improve Mr [redacted] ' service, then he will remove our equipmentOur SrLinesman had the authority to make this determination according to our service level criteria and his experienceWe would rather lose the customer than have a customer that is dissatisfied with our service
Initial Business Response /* (1000, 5, 2016/06/10) */
MR Systems Wireless, LLC is a small business servicing homes and businesses in central Illinois with wireless internet and VoIP services. This service must be line of sight (LOS) between the customer's location and one of our broadcast...
locations. The device installed at a customer site uses radio waves to communicate with the tower/broadcast site. Many things can affect this signal including obstructions and interference from other electronic devices - even a customer's wireless router can interfere if it is not correctly configured. Many of these variables are not within the control of MR Systems Wireless.
Please see our Terms of Service located on our website: www.mrsystemswireless.com.
1) In mid-May, our network was "collateral damage" in a world-wide attack specific to Ubiquiti equipment. This was a malicious attack affecting hundreds of thousands of internet devices around the globe. Because this attack was specific to carrier-class equipment manufactured by Ubiquiti, it never placed the customer's personal information in danger. However, this attack did use software to disrupt the communication between the customer and broadcast devices resulting in an internet outage. Each broadcast site and customer had to be physically visited and reprogrammed to restore communications, and, there are hundreds of such sites in our network.
As a small business of 6 employees, we have one person tasked with answering the phones and documenting trouble reports. At one point during this attack and outage, there were 485 messages in our phone system and one person to answer the incoming calls reporting trouble or confirming that everything had been corrected. The rest of our team was tasked with removing the software attacking our network and restoring service by visiting each customer and tower. While we wish we could have responded to each customer's calls, it simply was not possible with our resources. We did broadcast telephone updates as to the progress of restoration throughout the outage period.
2) As mentioned above, there are many factors that affect radio wave propagation. Our technicians have been to Mr. [redacted]' house 3 times since January of 2016. His equipment was upgraded at our cost in an attempt to improve his service. At his location, we have not been able to get a stable signal to support higher data rates. This is why Mr. [redacted] was offered the option of a lower data rate package so that he would not be over paying for our service. However, our Terms of Service clearly state that our data rates are "up to X speed" and are not guaranteed. We even offered to remove our service, but Mr. [redacted] refused.
MR Systems Wireless continues to purchase additional bandwidth for our customers to avoid network congestion. Our network is not perfect though, so there are times it may seem a bit slower. We monitor frequency changes of our competitors as that may affect our network miles away. However, we are constrained by what bandwidth is available to purchase in given areas. As an example, there are several major fibers which transit Clinton, IL but most do not have bandwidth available for purchase. So, we sometimes have to supplement fiber bandwidth in Clinton, IL with wireless bandwidth from other areas as our network allows.
3) We understand Mr. [redacted]' frustration with unreliable internet service. MR Systems Wireless, LLC was started by local businesses that could not get reliable internet service to their various locations. But this also makes MR Systems Wireless different in that our owners use the system to run their businesses. So, the network has to work well. This results in a much more robust network for home customers than is usual with wireless internet service providers.
Contrary to Mr. [redacted]' accusations, we typically turn down more new customer installs in a month than we connect. Our installation technicians perform a frequency survey at each potential customer's location. After the site survey, if our technician determines that their specific setting cannot receive a robust enough signal to have fast and reliable internet service, then we will refuse to install them. To do otherwise would simply be bad business on our part.
Resolution: MR Systems Wireless, LLC has scheduled our Sr. Linesman to make a service call to Mr. [redacted]' home the week of June 20. Our Sr. Linesman has an "improve or remove" work order. If he cannot improve Mr. [redacted]' service, then he will remove our equipment. Our Sr. Linesman had the authority to make this determination according to our service level criteria and his experience. We would rather lose the customer than have a customer that is dissatisfied with our service.
Initial Business Response / [redacted] (1000, 5, 2016/06/10) */ MR Systems Wireless, LLC is a small business servicing homes and businesses in central Illinois with wireless internet and VoIP servicesThis service must be line of sight (LOS) between the customer's location and one of our broadcast locationsThe device installed at a customer site uses radio waves to communicate with the tower/broadcast siteMany things can affect this signal including obstructions and interference from other electronic devices - even a customer's wireless router can interfere if it is not correctly configuredMany of these variables are not within the control of MR Systems Wireless Please see our Terms of Service located on our website: www.mrsystemswireless.com 1) In mid-May, our network was "collateral damage" in a world-wide attack specific to Ubiquiti equipmentThis was a malicious attack affecting hundreds of thousands of internet devices around the globeBecause this attack was specific to carrier-class equipment manufactured by Ubiquiti, it never placed the customer's personal information in dangerHowever, this attack did use software to disrupt the communication between the customer and broadcast devices resulting in an internet outageEach broadcast site and customer had to be physically visited and reprogrammed to restore communications, and, there are hundreds of such sites in our network As a small business of employees, we have one person tasked with answering the phones and documenting trouble reportsAt one point during this attack and outage, there were messages in our phone system and one person to answer the incoming calls reporting trouble or confirming that everything had been correctedThe rest of our team was tasked with removing the software attacking our network and restoring service by visiting each customer and towerWhile we wish we could have responded to each customer's calls, it simply was not possible with our resourcesWe did broadcast telephone updates as to the progress of restoration throughout the outage period 2) As mentioned above, there are many factors that affect radio wave propagationOur technicians have been to Mr [redacted] ' house times since January of His equipment was upgraded at our cost in an attempt to improve his serviceAt his location, we have not been able to get a stable signal to support higher data ratesThis is why Mr [redacted] was offered the option of a lower data rate package so that he would not be over paying for our serviceHowever, our Terms of Service clearly state that our data rates are "up to X speed" and are not guaranteedWe even offered to remove our service, but Mr [redacted] refused MR Systems Wireless continues to purchase additional bandwidth for our customers to avoid network congestionOur network is not perfect though, so there are times it may seem a bit slowerWe monitor frequency changes of our competitors as that may affect our network miles awayHowever, we are constrained by what bandwidth is available to purchase in given areasAs an example, there are several major fibers which transit Clinton, IL but most do not have bandwidth available for purchaseSo, we sometimes have to supplement fiber bandwidth in Clinton, IL with wireless bandwidth from other areas as our network allows 3) We understand Mr [redacted] ' frustration with unreliable internet serviceMR Systems Wireless, LLC was started by local businesses that could not get reliable internet service to their various locationsBut this also makes MR Systems Wireless different in that our owners use the system to run their businessesSo, the network has to work wellThis results in a much more robust network for home customers than is usual with wireless internet service providers Contrary to Mr [redacted] ' accusations, we typically turn down more new customer installs in a month than we connectOur installation technicians perform a frequency survey at each potential customer's locationAfter the site survey, if our technician determines that their specific setting cannot receive a robust enough signal to have fast and reliable internet service, then we will refuse to install themTo do otherwise would simply be bad business on our part Resolution: MR Systems Wireless, LLC has scheduled our SrLinesman to make a service call to Mr [redacted] ' home the week of June Our SrLinesman has an "improve or remove" work orderIf he cannot improve Mr [redacted] ' service, then he will remove our equipmentOur SrLinesman had the authority to make this determination according to our service level criteria and his experienceWe would rather lose the customer than have a customer that is dissatisfied with our service
Initial Business Response /* (1000, 5, 2016/06/10) */
MR Systems Wireless, LLC is a small business servicing homes and businesses in central Illinois with wireless internet and VoIP services. This service must be line of sight (LOS) between the customer's location and one of our broadcast...
locations. The device installed at a customer site uses radio waves to communicate with the tower/broadcast site. Many things can affect this signal including obstructions and interference from other electronic devices - even a customer's wireless router can interfere if it is not correctly configured. Many of these variables are not within the control of MR Systems Wireless.
Please see our Terms of Service located on our website: www.mrsystemswireless.com.
1) In mid-May, our network was "collateral damage" in a world-wide attack specific to Ubiquiti equipment. This was a malicious attack affecting hundreds of thousands of internet devices around the globe. Because this attack was specific to carrier-class equipment manufactured by Ubiquiti, it never placed the customer's personal information in danger. However, this attack did use software to disrupt the communication between the customer and broadcast devices resulting in an internet outage. Each broadcast site and customer had to be physically visited and reprogrammed to restore communications, and, there are hundreds of such sites in our network.
As a small business of 6 employees, we have one person tasked with answering the phones and documenting trouble reports. At one point during this attack and outage, there were 485 messages in our phone system and one person to answer the incoming calls reporting trouble or confirming that everything had been corrected. The rest of our team was tasked with removing the software attacking our network and restoring service by visiting each customer and tower. While we wish we could have responded to each customer's calls, it simply was not possible with our resources. We did broadcast telephone updates as to the progress of restoration throughout the outage period.
2) As mentioned above, there are many factors that affect radio wave propagation. Our technicians have been to Mr. [redacted]' house 3 times since January of 2016. His equipment was upgraded at our cost in an attempt to improve his service. At his location, we have not been able to get a stable signal to support higher data rates. This is why Mr. [redacted] was offered the option of a lower data rate package so that he would not be over paying for our service. However, our Terms of Service clearly state that our data rates are "up to X speed" and are not guaranteed. We even offered to remove our service, but Mr. [redacted] refused.
MR Systems Wireless continues to purchase additional bandwidth for our customers to avoid network congestion. Our network is not perfect though, so there are times it may seem a bit slower. We monitor frequency changes of our competitors as that may affect our network miles away. However, we are constrained by what bandwidth is available to purchase in given areas. As an example, there are several major fibers which transit Clinton, IL but most do not have bandwidth available for purchase. So, we sometimes have to supplement fiber bandwidth in Clinton, IL with wireless bandwidth from other areas as our network allows.
3) We understand Mr. [redacted]' frustration with unreliable internet service. MR Systems Wireless, LLC was started by local businesses that could not get reliable internet service to their various locations. But this also makes MR Systems Wireless different in that our owners use the system to run their businesses. So, the network has to work well. This results in a much more robust network for home customers than is usual with wireless internet service providers.
Contrary to Mr. [redacted]' accusations, we typically turn down more new customer installs in a month than we connect. Our installation technicians perform a frequency survey at each potential customer's location. After the site survey, if our technician determines that their specific setting cannot receive a robust enough signal to have fast and reliable internet service, then we will refuse to install them. To do otherwise would simply be bad business on our part.
Resolution: MR Systems Wireless, LLC has scheduled our Sr. Linesman to make a service call to Mr. [redacted]' home the week of June 20. Our Sr. Linesman has an "improve or remove" work order. If he cannot improve Mr. [redacted]' service, then he will remove our equipment. Our Sr. Linesman had the authority to make this determination according to our service level criteria and his experience. We would rather lose the customer than have a customer that is dissatisfied with our service.