Nexstream LTE Reach 360 Internet service quite simply is a “reach” beyond Nexstream's primary network through partnerships to interconnect with upstream carrier providers (ATT, T-Mobile, Verizon). Nexstream’s goal for LTE Reach has been to provide our neighbors with an immediately available high-speed Internet option while we simultaneously work to buildout faster fiber and wireless services throughout their coverage area.
This extended outage impacting some of our customers is directly caused by the Carrier they are connected through. While we continue to apply pressure to expedite restoration of service through the Carrier, we are also working to re-provision impacted LTE Reach subscribers to alternate upstream carriers wherever sufficient coverage and performance is available.
As we work with the upstream carrier, our technicians remain in the field exchanging the subscriber identity module (SIM card) in our equipment at impacted customers sites. It is important to note that service may not be restored immediately after the SIMs are exchanged in our equipment. There are still a few tasks on the backend that must be completed by the Carrier in order to fully restore Internet service.
Impacted customers will receive credit for the related downtime. While we hate to lose customers, we completely understand and will waive related cancellation fees for impacted subscribers that need to cancel services.
WE REMAIN HOPEFUL THAT THE UPSTREAM CARRIER WILL BE ABLE TO RESOLVE THE ISSUES.
IT IS IMPORTANT TO UNDERSTAND THAT WE HAVE BEEN GIVEN NO GUARANTEED TIMEFRAME.
Please know that we share your frustration and are doing everything possible to restore impacted services as quickly as possible.
We encourage you to subscribe at status.nexstream.net to receive update alerts via text/email.
Our Customer Support team can always be reached directly by text/call 830-990-1118 or email firstname.lastname@example.org