As mentioned in my last email, we have been aware of slowdown problems in your area. Unfortunately the cause of this issue has been very difficult to isolate. We identified at least one new source of radio interference that has emerged in the area recently. We adjusted our network to avoid that interferer and we believe that helped things This has helped, but the issue is not fully resolved. We are still investigating some additional possible sources of interference. Such sources could include water leakage into our antenna at the tower site, other transmitters in the area or other factors. We have eliminated many possible contributors such as degradation of the lines from our supplier, inadequate provisioning of our network and other items. Next week we are contracting with a Radio Frequency expert who will be coming into Osgoode with some specific test equipment required for difficult problems such as these. During this period we are occasionally adjusting certain configuration parameters but these should not affect your use of the network in general. We will notify you if we need to take the network down temporarily during this effort.
On a more positive note, we are nearing completion of the shift of our network operations call center to our offices in the USA. This transfer should be done in about a week. By consolidating our call operations we will provide you with a better chance of getting a live person when you call. We will also be upgrading our voice mail system so you should see positive changes there as well. All of these changes are part of an initiative to significantly improve our response times and our levels of customer support. I welcome any comments from you. While general questions and requests should still go to support@accesstng.net please feel free to email me directly at emeger@accesstng.net.
Another positive change is the addition of our new agent for the South Ottawa region, Secure Enable Networks. Some of your have already met Steve Schauland. S-E-N has already been a big help to us and we look forward to a long and rewarding relationship. S-E-N can provide support for LAN and other computer related issues you might have. I encourage you to check out their website at http://www.senetworks.net/ or by telephone at (613) 821-9990.
Thank you again for your patience.
--Eric
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Eric A. Meger
CEO
AccessTNG Inc.
519-886-8832
fax: 416-352-5837