We are next business day if it's just the one guy who ripped the fiber out of the wall or the dog ate it.
IDK what the hell Starlink people do, I guess you have no connectivity in the first place so you can't even order a new terminal without going in to town? Do you know if 5G customers can get a replacement in the store? The ones that are on the outside of the house are going to be like WISP customers - an install tech doing the repair in a few business days. I know around here people will spend $35/mo on Verizon and just deal with the downtime. On Sat, May 17, 2025 at 1:30 PM Ken Hohhof <[email protected]> wrote: > In today’s environment, what are reasonable expectations for dispatch and > repair time for Internet service? > > > > Let’s assume it’s not a network issue, but an equipment or wiring repair, > and it’s residential not business. And the clock starts running when the > customer calls it in. > > > > Is next business day still reasonable? Next day including weekends and > holidays? Same day? Evenings? Have expectations changed now with stores > and restaurants delivering whatever you want in a couple hours, even robot > and drone delivery? And people tell me things like “my whole house runs on > the Internet” and “we can’t watch TV without Internet” and “I can’t work > without Internet”. > > > > I’ll admit, sometimes my brain is stuck in how things were 10 or 20 years > ago. Is next business day no longer good enough? Does it differ depending > on whether the service is coax, fiber, fixed wireless, satellite, > cellular? With more and more people getting 5G Home Internet or Starlink, > I wonder if you can run to the cellphone store and get a new 5G box, or run > to Best Buy and get a new Starlink terminal? > > > > On a related note, I used to tell people that if Internet is “mission > critical”, they need to have a backup, like a mobile hotspot. I figure > that’s outdated, yes most people can use the hotspot feature on their > phone, but it’s not going to run their whole house. But if we can’t do a > same day repair, do we need some kind of cellular or satellite backup we > can drop off? Somehow I doubt the cable and fiber companies do that, and > most of those solutions are locked to a certain lat/lon anyway. Unless we > got a couple Starlink terminals on the roam plan as loaners. I remember > 15+ years ago when we still had dialup service we’d give wireless customers > a free dialup account as a backup, but even then people would drive into > town to use the WiFi at a coffee shop rather than dialup. > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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