Verizon does not send out installers for regular 5G home. In some metro areas where they have mmwave, they send techs to install an antenna outside if you don't get good signal inside through a window. But for regular 5G c-band, it's all self install.
We do same business day if we have time and they call early enough but usually next business day is what we aim for. No after hours or weekend truck rolls unless it's business. We do have two 5G Verizon boxes that can be picked up from our office to borrow until we can get there for a service call. This is good if they call on a Friday or if they're not available for a few days. They work away from their service address so far and since it's not used somewhere different 24/7, I don't think it's a problem yet. If they cancel them then we'll lose that option to use it as temp backups. The 5G boxes are much easier to hand a customer than it would be for starlink where they have to find a clear sky view and run ethernet inside without damaging it. Cellular and starlink only offers warranty replacements via shipment as far as I know. You call customer care for the cell guys but can only submit a ticket for starlink. Both have longer time for resolution compared to a wisp that can send a tech much sooner. We remind anyone that says they need internet sooner or can't be down that they can use mobile Hotspot or they need a backup connection. No one provider offers 100% uptime. Darin Steffl Minnesota WiFi www.mnwifi.com 507-634-WiFi Like us on Facebook <http://www.facebook.com/minnesotawifi> On Sat, May 17, 2025, 1:14 PM Ken Hohhof <[email protected]> wrote: > 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]> 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 > > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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