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WISP quality is very uneven. It's rare to find one that has the right combination of business acumen, network engineering, and rf engineering to run successfully...

IME when correctly configured Canopy is one of the most robust last mile fixed-wireless systems on the market (though LTE may change that), but it has to be configured correctly.

The main feature of Canopy is GPS synchronization of tx/rx timeslots so you can reuse spectrum. A lot of WISPs bought it for that and then never changed settings because they didn't understand how the sync worked and didn't want to change a setting that alters timeslots and break sync. Never mind that there is a built-in calculator to help you figure that out...

Getting 5-20% packet loss upstream indicated they were doing something terribly wrong. Perhaps they screwed up timeslots and the AP received interference from other APs causing errors when listening for your SM, perhaps they didn't add control frames after their subscriber count significantly increased, or they simply oversubscribed the AP. The most widely deployed Canopy version (gen2 PMP100, came out in 2004 and still widely deployed) could handle up to 10Mbps down & 4Mbps up. Selling 8M/2M plans on that platform is a bit ambitious but unfortunately all too common.

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