To all of our customers,

First and foremost, I want to apologize for not communicating with our customers properly over the past couple of months. It has been a frustrating time for many of our customers and I take personal responsibility for our failures in this respect. So, to help with this, we have implemented a new system (this email list) to inform all of our customers of the daily goings on so that you (along with all of our customers) are "in the know" and I will be trying to update you at least a couple of times per week.

While I understand your frustrations, as you can imagine, it's been a tough time for us trying to get the information we would normally need from our representatives at AT&T to service you properly during what is quite a tumultuous time in the industry and in the country in general, and we feel that AT&T's new leadership has taken advantage of this unusual time in the world to shake up the industry and change a lot of things that were previously working basically fine as they were by introducing new policies and limitations and device restrictions on the plans we are able to offer, much to the detriment of our customers (and by extension, your customers), and you are right to be unhappy about it (we certainly are).

AT&T woes

Bill and I have been on calls with representatives of AT&T for most of the day today working to formulate a suitable path forward (if there is one), and you may be happy to know that we have proposed a resolution that will work for us and our resellers and which seems reasonably acceptable to them, but, as with anything we just have to get these things in writing before we can put them in to action (and big companies don't always move quickly). So, there is light at the end of the tunnel!

What about April?

As has been generally indicated, we are still battling with AT&T to find out how much - if anything - they will credit us for lines that lost service in April so that we can reimburse you, our customers, suitably.

What about "blacklisted" devices?

Unfortunately, this was AT&T's call, not ours, and we've been working to get an explanation on why. There doesn't seem to have been any rhyme or reason to this, nor any patterns - mostly silence and no satisfactory explanations as to what or why.

Support Team

Our support team has been kept very busy during this time thanks to all the support tickets (they're going to hate me for this, but, keep them coming!) I've watched my inbox swell as they follow up multiple times with the carrier support team we interact with, but sadly, not everything is perfect, and many tickets are going unanswered for longer periods of time than we would expect (and longer than your customers deserve). We are resolving tickets as and when we get answers, though!

During April, we've also opened up an office in my native New Zealand to help with the after-hours support tickets. New phone systems have been set up and once we complete the cutover of services, phone calls will be routed based on the time of day.

Billing

Our billing team has been similarly inundated with tickets and requests. We are considering making a few changes, though. AT&T will soon be moving us to anniversary-date billing, meaning, no more pro-rates. What it does mean is that - for wireless services, anyway - we will be adopting the industry standard, 30-day billing cycle, and daily billing (which means we'll have to be keeping track of renewal dates). This means less up-front from your customers, too.

Programming

We know there have been a few issues with Phoenix lately, including a few days where we had a bit of corruption causing some issues. This is almost completely resolved and almost everything should be back to normal.

New developments - Voice and IoT

ISP Wholesale Networks will be introducing a few new things that some of our customers have been asking for - voice plans, for starters - with everything from about 100MB and limited minutes and texts all the way up to unlimited everything, on every US network.

We're working on a range of new plans for IoT as well - whether it's machine-to-machine communications, fleet monitoring or remote management, we're developing SIM-based IoT options on every network and working with one network to pilot the provisioning of e-SIMs.

New developments - International

International LTE Data is about to become easier but to top it off, International bandwidth and wired Internet services in a significant number of countries (details will be shared as and when they become available).

In conclusion:

The ISPWN team and I appreciate your continued patience during this trying time and we are working feverishly to ensure a successful outcome for all - we will come out on top!

My contact details are below - feel free to reach out to me personally if there's something the support team can't handle (but please note that if I can't answer a call, it means I'm probably already on one, so I will endeavour to call or email you as soon as I can!)

--

Regards



Mathew Carley

Phone: 833-EASY-ISP (3279-477) x127 | Direct/International: +1 520-355-7800 x127

Chairman, President, COO & CIO

ISP Wholesale Networks by Easy Systems Inc.

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