Service Issue - Investigating
Resolved
Dear Clients,
We have entered a more detailed technical phase of the restoration project. This larger outage has been quite successful in communicating bulk updates about a large amount of faults as clearly as possible. However there are only a few towers remaining completely offline, and some other maintenance work to restore primary links still outstanding. It is no longer the case that we have a large influx of weekly information to disseminate, but smaller more targeted restoration plans. As such we will be marking this larger encompassing incident for the storm as closed, and opening individual incidents for each known issue starting with the small number of towers still offline waiting to be populated with new hardware.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted Sep 01, 2022 - 12:25 UTC
Update
Dear Customers,
We are working diligently to restore the remaining customers services as soon as possible.
Leskard L0B 1M0 (Upstream of further sites Leskard L0B 1M0, Orono L0B 1M0) has had hardware reinstalled. Most customers are online, remaining customers to be brought online by the end of next week.
2 towers in Orono L0B 1M0 have customer services restored.
Yelverton L0B 1K0 has been rebuilt and is awaiting hardware.
Port Perry L0B 1B0 (Upstream of further sites Scugog L9L 1B4 and Seagrave L0C 1G0) has been reconstructed and is waiting for hardware to be installed.
Seagrave L0C 1G0 Has been restored by a temporary link.
Cavan L0A 1C0 has been reconstructed and is waiting for hardware to be installed.
Over the next week we are focusing on restoring more towers in PontyPool and Cavan, prioritising sites with the largest numbers of remaining offline services.
Further updates expected early next week.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted Jul 27, 2022 - 09:48 UTC
Update
Dear Customers,
We have had a very successful week restoring upwards of 100 customer services.
Kendal L0A 1E0 has been restored including connectivity to 2 downstream towers in Port Hope L1A 3V7
Oshawa L1C 7K4 has been reconstructed and connectivity restored.
Bowmanville L1C 3K4 (Downstream of Solina L0B 1J0) has been reconstructed and connectivity restored.
This coming week teams are working on restoring service to:
Leskard L0B 1M0 (Upstream of further sites Leskard L0B 1M0, Orono L0B 1M0) has been reconstructed and is waiting for hardware to be installed.
Port Perry L0B 1B0 (Upstream of further sites Scugog L9L 1B4 and Seagrave L0C 1G0) has been reconstructed and is waiting for hardware to be installed.
Cavan L0A 1C0 has been reconstructed and is waiting for hardware to be installed.
Teams are also looking to begin tower reconstructions at the following sites.
Orono L0B 1M0, Burketon L0B 1B0, Yelverton L0B 1K0 and Bailieboro K0L 1B0.
Further updates expected early next week.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted Jul 11, 2022 - 07:42 UTC
Update
Dear Customers,
We continue to restore customer services as we are able. At this stage we have several towers awaiting only hardware to be installed to restore customer services.
Solina L0B 1J0 has been reconstructed. Hardware has been installed and customer services are online.
Oshawa L1C 7K4 has been reconstructed. Hardware is anticipated to be installed as soon as this weekend.
Leskard L0B 1M0 (Upstream of further sites Leskard L0B 1M0, Orono L0B 1M0) has been reconstructed and is waiting for hardware to be installed as soon as this coming week. .
Bowmanville L1C 3K4 (Downstream of Solina L0B 1J0) has been reconstructed and is waiting for hardware to be installed.
Kendal L0A 1E0 Tower has been reconstructed, and is waiting for hardware to be installed this coming week.
Cavan L0A 1C0 Tower has been reconstructed, and is waiting for hardware to be installed as early as this coming week.
Roseneath K0K 2X0 Tower has been reconstructed and customer services are online.
Further updates expected by COB Wednesday 6th.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted Jul 02, 2022 - 09:34 UTC
Update
Dear Customers,
We continue to restore customer services as we are able.
Solina L0B 1J0 has been reconstructed. Hardware is anticipated to be installed this coming week.
Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0) has been reconstructed. Hardware has been installed and service restored to downstream towers also. Customers offline nearby should power cycle their hardware, and email support if they are still not connected.
Oshawa L1C 7K4 has been reconstructed. Hardware is anticipated to be installed this coming week.
Leskard L0B 1M0 (Upstream of further sites Leskard L0B 1M0, Orono L0B 1M0) has had its second stage concrete scheduled for Monday.
Bowmanville L1C 3K4 (Downstream of Solina L0B 1J0) has been reconstructed and is waiting for Solina L0B 1J0 to become active before hardware will be deployed.
Kendal L0A 1E0 Tower has been partially reconstructed, is also awaiting guy anchors to be installed.
Port Perry L0B 1B0 and Cavan L0A 1C0 will be reconstructed over the next week.
At this rate we are expecting the following sites complete before Friday 1st July; Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0), Oshawa L1C 7K4, Solina L0B 1J0, Roseneath K0K 2X0, Bowmanville L1C 3K4, Port Perry L0B 1B0, Kendal L0A 1E0. Leskard L0B 1M0 may be added to this list also depending on weather and other issues.
The following sites may receive temporary links while their upstream towers are being reconstructed:
Firstly another link is planned to restore capacity to towers in Scugog L9L 1B4 and Seagrave L0C 1G0.
Secondly we have another link planned to restore 2 transmission sites in Pontypool L0A 1K0.
We have several other links still in the early planning stages, our goal is to reconnect as many customers as possible, as quickly as possible.
Further updates expected by COB Tuesday 28th.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted Jun 25, 2022 - 12:57 UTC
Update
Dear Customers,
We have restored connectivity to an estimated 100 further customers since the weekend, and estimate a similar number of restorations before the coming weekend.
These are due to the successful recommissioning of a tower in Roseneath K0K 2X0 (Upstream of Hickory Island K0k 2X0) and temporary links restoring connectivity to Janetville L0B 1K0 and Omemee K0L 2W0.
Solina L0B 1J0 has been reconstructed. Hardware was due to be installed on the tower today, however this was delayed by an afternoon thunderstorm.
Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0) has been reconstructed. Pending hardware to be installed.
Oshawa L1C 7K4 Second stage pour complete, Tower Construction scheduled for Thursday 23rd weather permitting.
Leskard L0B 1M0 (Upstream of further sites Leskard L0B 1M0, Orono L0B 1M0) has had its second stage concrete pour delayed by wet weather.
Bowmanville L1C 3K4 (Downstream of Solina L0B 1J0) has been reconstructed and is waiting for Solina L0B 1J0 to become active before hardware will be deployed.
Kendal L0A 1E0 Tower has been partially reconstructed, is also awaiting guy anchors to be installed. Expected to have hardware deployed by COB Friday 24th.
Port Perry L0B 1B0 and Cavan L0A 1C0 will be reconstructed over the coming days.
At this rate we are expecting the following sites complete before Friday 1st July; Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0), Oshawa L1C 7K4, Solina L0B 1J0, Roseneath K0K 2X0, Bowmanville L1C 3K4, Port Perry L0B 1B0, Kendal L0A 1E0. Leskard L0B 1M0 may be added to this list also depending on weather and other issues.
The following sites may receive temporary links while their upstream towers are being reconstructed:
Firstly another link is planned to restore capacity to towers in Scugog L9L 1B4 and Seagrave L0C 1G0.
Secondly we have another link planned to restore 2 transmission sites in Pontypool L0A 1K0.
We have several other links still in the early planning stages, our goal is to reconnect as many customers as possible, as quickly as possible.
Further updates expected by COB Friday 24th.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted Jun 22, 2022 - 21:47 UTC
Update
Dear Customers,
Restoration work continues as weather permits.
The process for the large sites is Dig Footing -> Pour Stage 1 -> Pour Stage 2 -> Construct tower.
Solina L0B 1J0 has completed its second stage concrete pour. The tower was scheduled to be reconstructed Monday 13th or Tuesday 14th June however we have encountered issues with the crane due to weather. This is now awaiting a new date for construction.
Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0) has completed its second stage concrete pour and is scheduled for Monday 20th June.
Oshawa L1C 7K4 Second stage pour complete, Tower Construction scheduled for Wednesday 22nd weather permitting.
Leskard L0B 1M0 (Upstream of further sites Leskard L0B 1M0, Orono L0B 1M0) has had its second stage concrete pour delayed by wet weather.
At this rate we are expecting the following sites complete before Friday 1st July; Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0), Oshawa L1C 7K4, Solina L0B 1J0, Roseneath K0K 2X0, Bowmanville L1C 3K4, Port Perry L0B 1B0, Kendal L0A 1E0. Leskard L0B 1M0 may be added to this list also depending on weather and other issues.
The following sites were expected to have alternate links constructed before Friday 17th June, however these have been delayed by weather. The rollout of these links is triaged based on the number of customers we are expecting to return to service. These will now be completed as weather permits, between restoring service to new tower builds.
Firstly, a single link should restore 1 tower in Janetville L0B 1K0, 2 towers in Omemee K0L 2W0 and 1 tower in Kawartha Lakes K0L 2W0.
Secondly another link is planned to restore capacity to towers in Scugog L9L 1B4 and Seagrave L0C 1G0.
Thirdly we have another link planned to restore 2 transmission sites in Pontypool L0A 1K0.
Finally we are planning to restore service to Hickory Island K0K 2X0 via a temporary link.
We have several other links still in the early planning stages, our goal is to reconnect as many customers as possible, as quickly as possible.
The following areas contain towers that are awaiting tower sections to be delivered before reconstruction can begin. The ETA for new tower sections to be delivered is Friday 17th June, and then we will start reconstruction focusing on getting the most customers online.
- Port Perry L0B 1B0 (Downstream Sites in Scugog L9L 1B4 and Seagrave L0C 1G0 planned to have an earlier restoration via alternate path)
- Yelverton L0B 1K0(Downstream sites including 1 tower in Janetville L0B 1K0, 2 towers in Omemee K0L 2W0 and 1 tower in Kawartha Lakes K0L 2W0 planned to have an earlier restoration via alternate path)
- Kendal L0A 1E0 (Downstream sites in Port Hope L1A 3V7, Orillia L3V 5H8 awaiting this restoration)
- Roseneath K0K 2X0 (Downstream site Hickory Island K0K 2X0 planned to have an earlier restoration via alternate path)
- Bowmanville L1C 3K4
- Bailieboro K0L 1B0
- Orono L0B 1M0
- Nestleton Station L0B 1L0
- Cavan L0A 1C0
- Burketon Station L0B 1B0
- Indian River K0L 2B0
- Kawartha Lakes K0L 2W0
- Orono L0B 1M0 (Downstream sites include 3 towers in Pontypool L0A 1K0, 2 of which are subject to an earlier restoration via alternate path)
Further updates expected by COB Wednesday 22nd.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted Jun 18, 2022 - 09:21 UTC
Update
Dear Customers,
Restoration work continues and we are moving to get everyone online as soon as possible.
The process for these large sites is Dig Footing -> Pour Stage 1 -> Pour Stage 2 -> Construct tower.
Solina L0B 1J0 has completed its second stage concrete pour. The tower was scheduled to be reconstructed Monday 13th or Tuesday 14th June however we have encountered issues with the crane and this is now scheduled for Thursday 16th.
Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0), Leskard L0B 1M0 (Upstream of further sites Leskard L0B 1M0, Orono L0B 1M0) and Oshawa L1C 7K4 have had their second stage concrete pours delayed by wet weather.
Oshawa L1C 7K4 and Nestleton Station L0B 1L0 are set for a second stage pour of Thursday 16th.
At this rate we are expecting the following sites complete before Friday 1st July; Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0), Oshawa L1C 7K4, Solina L0B 1J0, Roseneath K0K 2X0, Bowmanville L1C 3K4, Port Perry L0B 1B0, Kendal L0A 1E0. Leskard L0B 1M0 may be added to this list also depending on weather and other issues.
The following sites are expected to have alternate links constructed before Friday 17th June, weather permitting. The rollout of these links is triaged based on the number of customers we are expecting to return to service.
Firstly, a single link should restore 1 tower in Janetville L0B 1K0, 2 towers in Omemee K0L 2W0 and 1 tower in Kawartha Lakes K0L 2W0.
Secondly another link is planned to restore capacity to towers in Scugog L9L 1B4 and Seagrave L0C 1G0.
Thirdly we have another link planned to restore 2 transmission sites in Pontypool L0A 1K0.
Finally we are planning to restore service to Hickory Island K0K 2X0 via a temporary link.
We have several other links still in the early planning stages, our goal is to reconnect as many customers as possible, as quickly as possible.
The following areas contain towers that are awaiting tower sections to be delivered before reconstruction can begin. The ETA for new tower sections to be delivered is Friday 17th June, and then we will start reconstruction focusing on getting the most customers online.
- Port Perry L0B 1B0 (Downstream Sites in Scugog L9L 1B4 and Seagrave L0C 1G0 planned to have an earlier restoration via alternate path)
- Yelverton L0B 1K0(Downstream sites including 1 tower in Janetville L0B 1K0, 2 towers in Omemee K0L 2W0 and 1 tower in Kawartha Lakes K0L 2W0 planned to have an earlier restoration via alternate path)
- Kendal L0A 1E0 (Downstream sites in Port Hope L1A 3V7, Orillia L3V 5H8 awaiting this restoration)
- Roseneath K0K 2X0 (Downstream site Hickory Island K0K 2X0 planned to have an earlier restoration via alternate path)
- Bowmanville L1C 3K4
- Bailieboro K0L 1B0
- Orono L0B 1M0
- Nestleton Station L0B 1L0
- Cavan L0A 1C0
- Burketon Station L0B 1B0
- Indian River K0L 2B0
- Kawartha Lakes K0L 2W0
- Orono L0B 1M0 (Downstream sites include 3 towers in Pontypool L0A 1K0, 2 of which are subject to an earlier restoration via alternate path)
Further updates expected by COB Friday 17th.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted Jun 15, 2022 - 12:27 UTC
Update
Dear Customers,
This week several planned service restoration activites were held up by weather, including at 3 of the 4 largest transmission sites we are working to restore.
The process for these large sites is Dig Footing -> Pour Stage 1 -> Pour Stage 2 -> Construct tower.
Solina L0B 1J0 has completed its second stage concrete pour. The tower is scheduled to be reconstructed Monday 13th or Tuesday 14th June weather permitting.
Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0), Leskard L0B 1M0 (Upstream of further sites Leskard L0B 1M0, Orono L0B 1M0) and Oshawa L1C 7K4 have had their second stage concrete pours delayed by wet weather. The earliest these will be reattempted is Monday 13th June.
We have recovered service to a large transmission site in Keene K0L 2G0 using a workaround link this afternoon, restoring approx 40 customers.
The following sites are expected to have alternate links constructed before Friday 17th June, weather permitting. The rollout of these links is triaged based on the number of customers we are expecting to return to service.
Firstly, a single link should restore 1 tower in Janetville L0B 1K0, 2 towers in Omemee K0L 2W0 and 1 tower in Kawartha Lakes K0L 2W0.
Secondly another link is planned to restore capacity to towers in Scugog L9L 1B4 and Seagrave L0C 1G0.
Thirdly we have another link planned to restore 2 transmission sites in Pontypool L0A 1K0.
Finally we are planning to restore service to Hickory Island K0K 2X0 via a temporary link.
We have several other links still in the early planning stages, our goal is to reconnect as many customers as possible, as quickly as possible.
The following areas contain towers that are awaiting tower sections to be delivered before reconstruction can begin. The ETA for new tower sections to be delivered is Friday 17th June, and then we will start reconstruction focusing on getting the most customers online.
- Port Perry L0B 1B0 (Downstream Sites in Scugog L9L 1B4 and Seagrave L0C 1G0 planned to have an earlier restoration via alternate path)
- Yelverton L0B 1K0(Downstream sites including 1 tower in Janetville L0B 1K0, 2 towers in Omemee K0L 2W0 and 1 tower in Kawartha Lakes K0L 2W0 planned to have an earlier restoration via alternate path)
- Kendal L0A 1E0 (Downstream sites in Port Hope L1A 3V7, Orillia L3V 5H8 awaiting this restoration)
- Roseneath K0K 2X0 (Downstream site Hickory Island K0K 2X0 planned to have an earlier restoration via alternate path)
- Bowmanville L1C 3K4
- Bailieboro K0L 1B0
- Orono L0B 1M0
- Nestleton Station L0B 1L0
- Cavan L0A 1C0
- Burketon Station L0B 1B0
- Indian River K0L 2B0
- Kawartha Lakes K0L 2W0
- Orono L0B 1M0 (Downstream sites include 3 towers in Pontypool L0A 1K0, 2 of which are subject to an earlier restoration via alternate path)
Further updates expected by COB Tuesday 14th.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted Jun 10, 2022 - 23:33 UTC
Update
Dear Customers,
Works proceed at 4 of our largest damaged transmission sites to restore service.
Each of these large sites requires a 2 stage concrete footing dug and poured before the tower sections can be added.
The process is Dig Footing -> Pour Stage 1 -> Pour Stage 2 -> Construct tower.
The following towers; Solina L0B 1J0, Nestleton Station L0B 1L0 (Upstream of sites Lindsay K9V 4R5 and Fleetwood K0L 1E0), Leskard L0B 1M0 (Upstream of further sites Leskard L0B 1M0, Orono L0B 1M0) and Oshawa L1C 7K4, collectively represent approximately 250 offline clients.
All 4 of these sites have had their footings dug, and their first stage poured. We are waiting on the weather to allow the concrete to properly set before pouring stage 2. Tower sections have already been delivered to site, and are awaiting the completion of the concrete footing.
As weather permits we will also be attempting further temporary wireless links, looking to restore service to sites in Keene K0L 2G0 and Cavan-Millbrooke L0A 1G0.
Next update will come before close of business Friday 10/06/2022.
If you have damaged hardware at your property please email details to support@wisponline.ca
Warm regards,
The WISP Internet Team
Posted Jun 07, 2022 - 12:20 UTC
Update
Dear Customers,
Rectification works have been proceeding as quickly as possible weather permitting. We have continued to restore customer services, and we have progressed work on rebuilding several towers.
In Detail:
Millbrook L0A 1G0 - A new backhaul link has restored capacity to Millbrook L0A 1G0, Campbellcroft L0A 1B0, Perrytown L1A 3V5, Bewdley K0L 1E0 and Cavan L0A 1C0. We are continuing to monitor and may make further adjustments as required to ensure the best possible service under the circumstances.
Services in Sunderland L0C 1H0 have been restored with a temporary service. Currently the capacity of this service is limited, however technicians will return to the field today weather permitting to increase the capacity.
Techncians have increased capacity to these further sites with maintenance activities. Oshawa L1C 7K4, Marsh Hill L9P 1R3, Ashburn L0B 1A0, Port Perry L0B 1B0, Whitchurch-Stoufville L4A 7XA, Scugog L9L 1B4.|
Several offline services at Harwood K0K 2E0 restored by technicians.
Over the next 48 hours technicians will attend to backhaul links feeding customers at Brock L0C 1H0, Sunderland L0C 1H0, Beaverton L0K 1A0 with a view to restoring full service.
Over the next week we will be completing the foundations for Nestleton Station L0B 1L0 (Upstream of Lindsay K9V 4R5 and Fleetwood K0L 1E0), Leskard L0B 1M0 (Upstream of Leskard L0B 1M0, Orono L0B 1M0) Orono L0B 1M0 (Upstream of Orono L0B 1M0 and Pontypool L0A 1K0) and Solina L0B 1J0 are having their foundations completed over the next week, weather permitting.
Further updates as they are available. If you have damaged hardware at your property please email details to support@wisponline.ca
Posted Jun 03, 2022 - 12:42 UTC
Update
Dear Customers,
Wisp field technicians continue to repair damaged hardware and restore services to customers. Since Friday we have restored services to an estimated 100 further customers while beginning works to restore many times that number.
In Detail:
Newtonville L0A 1J0 - Technicians rebuilt a fallen tower in Orono which has restored connectivity to multiple towers.
Millbrook L0A 1G0 - A small workaround link has restored a nominal amount of service to select sites in Millbrook L0A 1G0, Campbellcroft L0A 1B0, Perrytown L1A 3V5, Bewdley K0L 1E0 and Cavan L0A 1C0. We are planning to increase the capacity to these sites by the end of the week.
Nestleton Station L0B 1L0 - New Tower has been dropped off to site, and preparations are being made this week to rebuild the tower as soon as next week. Once rebuilt this should restore service to customers in Lindsay K9V 4R5 and Fleetwood K0L 1E0.
Port Perry L0B 1B0 - Damaged Tower has been dismantled with a view to begin reconstruction in coming weeks. We have 2 planned workaround links planned to be deployed this week to restore service to customers in Sunderland L0C 1H0, Brock L0C 1H0, and Beaverton L0K 1A0 before the reconstruction is complete.
Yelverton L0B 1K0 - Damaged Tower has been dismantled with a view to begin reconstruction in coming weeks. Affected customers are in Omemee K0L 2W0, Kawartha Lakes K0L 2W0 and Janetville L0B 1K0.
Leskard L0B 1M0 - Construction has begun on a replacement tower with a view to restore customers in Leskard L0B 1M0, Orono L0B 1M0. After a further Orono tower rebuild, service will be restored to further customers in Orono L0B 1M0 and Pontypool L0A 1K0. This will also restore the primary path for customers in Cavan L0A 1G0 and Millbrooke L0A 1G0.
Further towers have been deconstructed at Oshawa L1C 7K4, Solina L0B 1J0, Kendal L0A 1E0, and Roseneath K0K 2X0 with a view for tower reconstruction to begin over the next 2 weeks.
Damaged towers in Bailieboro K0L 1B0, Cavan L0A 1C0, Indian River K0L 2B0 and Kawartha Lakes K0L 2W0 are scheduled to be removed this week, and we will communicate reconstruction estimates when available.
Further updates as they are available. If you have damaged hardware at your property please email details to support@wisponline.ca
Posted May 31, 2022 - 11:17 UTC
Update
Dear customers,
We have made significant progress on rebuilding fallen towers or otherwise restoring service in key areas and will have a per-area update to you within the next 24 hours with more detail.
Thank you again for your on-going patience.
Warm regards,
The WISP Internet Team
Posted May 27, 2022 - 14:29 UTC
Update
We are continuing to work on a fix for this issue.
Posted May 26, 2022 - 14:56 UTC
Identified
Dear customers,
As so many of us are painfully aware, the local area has been devasted by extraordinary weather conditions over the weekend. The aftermath of which we all continue to feel in one way or another.
For us, the impact has been on several key network assets resulting in widespread outages beyond our control as the weather damage has rendered the towers unusable (often completely destroyed) or equipment damaged beyond recognition. At this stage we are still assessing the magnitude of the damage to our network assests.
To date we have had two major factors hinding our diagnostic progress:
1) Availability of power
2) Road blocks or similar preventing site access
We have been slowly regaining safe access to our network assets to continue damage assessment, and some undamaged elements have begun to restore themselves as power has returned however your radio equipment at your premises may have shifted resulting in alignment issues that subsequently results in reduced performence.
If you are online with reduced capacity we ask for your continued patience as we continue disaster recovery procedures, and in the interim email us on support@wisponline.ca keeping in mind the gravity of the situation we share.
If your WISP installed tower has been damaged please let us know ASAP, including a photo showing the damage so we can prioritise your request. In this situation please do not attempt to repair or climb the tower yourself, or walk under and around it unless absolutely necessary.
So, next steps and Estimated Time to Restoration:
Where power from mains supply, on-site generator or solar has restored service but there appears to be an alignment issue degrading performance, please let us know via support email, and you should hear from us in 2-5 business days to schedule a service call.
There may be periods where service is interrupted as generators run out of gas or battery strings are not getting sufficient sunlight to charge them you may experience intermitten service, again we ask your patience.
Where alternate backhaul paths can be established between remaining towers, service should be restored in the next 2 weeks.
Finally, the worst case scenario - where tower infrastructure has been destroyed we will begin construction of new facilities in the coming days, and we already have a compliement of towers on their way along with associated radio infrastructure. Customers impacted by destruction of network locations where no alternate paths can be implemented can expect to have services restored in 4-8 weeks.
In all cases we will provide updates here on a per-region basis as appropriate.
There is an upside to this destruction however. We are in a unique position to accelerate a program of works that were not easily achivable without causing significant service interruption, specifically:
- upgrade the Access Points to a newer generation allowing a doubling (or more) of current capacity
- add redundant power subsystems with extended runtimes
So with that happy side of this terrible situation in mind, we again thank you all for your support and understanding. As a provider we will come out of this stronger than ever, armed with a round of opportunistic network infrastructure changes to deliver to you, our incredible customer, a better/faster and more stable service into the future.
Warm regards and be safe,
The WISP Internet Team
Posted May 24, 2022 - 14:50 UTC
Update
Dear Clients,
Several sites that have been partially restored are running on Generator, please be patient as our field technicians make their way around to refuel these generators.
Posted May 24, 2022 - 12:51 UTC
Update
Dear clients,
Our technicians continue to restore service where possible.
If you believe your service should be restored, and are still facing any service disruption, please email at support@wisponline.ca or call 1-877-955-9477 option 1 for technical support.
Alternatively, if your service is visibly damaged please send photos to support@wisponline.ca.
Posted May 23, 2022 - 19:28 UTC
Update
Dear Clients,
We are still investigating the cause of most outages. We have been advised that most power outages will not be resolved until at minimum 4pm on Monday. Further there are towers damaged and we are continuing to investigate the full extent of the damage.
More updates as details emerge.
Posted May 22, 2022 - 16:38 UTC
Update
We are continuing to investigate this issue.
Posted May 22, 2022 - 14:31 UTC
Update
We are continuing to investigate this issue.
Posted May 21, 2022 - 17:49 UTC
Update
We are continuing to investigate this issue.
Posted May 21, 2022 - 17:48 UTC
Investigating
Dear clients,
We're currently investigating service issues in the following areas.
Please visit our status page for the incident updates or call 1-877-955-9477 option 1 for technical support.
Posted May 21, 2022 - 15:24 UTC
This incident affected: Orillia L3V 5H8, Happyland L3V 6H3, Brechin L0K 1B0, Dalrymple L0K 1W0, Beaverton L0K 1A0, Kirkfield K0M 2B0, Bowmanville L1C 0A0, Solina L0B 1J0, Kendal L0A 1E0, Port Perry L0B 1B0, Blackstock L0B 1B0, Janetville L0B 1K0, Omemee K0L 2W0, Kawartha Lakes K0L 2W0, Nestleton Station L0B 1L0, Burketon L0B 1B0, Scugog L9L 1B4, Seagrave L0C 1G0, Sunderland L0C 1H0, Brock L0C 1H0, Oshawa L1C 7K4, Ashburn L0B 1A0, Uxbridge L9P 1R3, Whitchurch-Stouffville L4A 7X4, Orono L0B 1M0, Newtonville L0A 1J0, Port Hope L1A 3V7, Campbellcroft L0A 1G0, Millbrook L0A 1G0, Bewdley K0L 1E0, Perrytown L1A 3V5, Pontypool L0A 1K0, Cavan L0A 1C0, Fenella K0K 2X0, Gores Landing K0K 2E0, Hickory Island, Keene K0L 2G0, and Indian River K0L 2B0.