One of my techs keeps saying if you get VZHI Plus ($20 more, faster speed, higher priority, mesh WiFi) they send an installer out. Is that right? Doesn’t sound right to me.
From: AF <[email protected]> On Behalf Of Josh Luthman Sent: Saturday, May 17, 2025 1:05 PM To: AnimalFarm Microwave Users Group <[email protected]> Subject: Re: [AFMUG] repair time expectations 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] <mailto:[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 I figure that’s outdated, yes most people can use the hotspot feature on their phone, but it’s not going to run their whole house.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] <mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com
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