A bit earlier, though still on the satellite, I had no internet. Assumed something went down at the hub. Just came back and now when I try to access the 'net, I am presented with a username/password challenge screen from MotoSAT. This is VERY nice. Improved right out of usability.
OK, looks like someone caught the goof. Back on. However, I kinda liked the concept of a login page for managing our account. Further what I think would be nice if there was a web page we could access directly at the NOC, that could tell us if something is up, like their pipe to the internet is down.
Yeah, mine went down twice today, like you said not a sat lock problem. Based on that email they sent out the other day, and the login screen I got earlier, I think it is clear they are fiddling with stuff. I'm back up for now...
I have been down again for hours. On sat, but no internet. Anyone else?
If this is due to more NOC configuration, why can't they manage to send us out an email letting us know? Seems that only works for marketing fluff that provides us no value. If they are going to do something that may disrupt service, seems it would be nice to tell the customers so they could plan around it.
No, I am still down. Maybe they decided I was expendable. Guess I will try restarting everything or something, but as I said earlier, you never really know if it is your equipment or the network and I hate wasting time troubleshooting only to find it is the network.
TK, You are not alone in this aspect of satellite internet service. When stuff goes wrong, us poor users have no way of knowing if it's us, them or a new alien spaceship. It would be nice if I could get an e-mail from Hughes saying that their service went down, but since the service is down I can't get the e-mail! Had it been a scheduled maintenance that took you off-line I agree, someone should have notified you. This was always a pipe dream of mine with Hughes and it appears to be no more than that with iDirect.
-------------------- Bill Adams Winegard Company Posts: 15697 | From: Traveling the Western US | Registered: May 2003
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Yes, notification of planned activity would be a nice customer service. Something else I have mentioned before that would be nice, not sure everyone understood, would be if there was a web page hosted at the NOC so I could tell if I was at least getting there. It could also report any info about the outage, such as "weather", "fiber link down" etc. Maybe there are drawbacks and challenges we don't understand.
As an afterthought, maybe a good model would be to have a "network activity" page that supports feeds that only customers can get to. Folks that were interested could subscribe to the feeds to keep abreast of planned network changes. I can understand that sending out email blasts about network changes might not be the best image builder, but the RSS feed mechanism seems a good compromise.
To have customers surprised by a planned outage is just not a good thing. And there are even different degrees of that. For example, what if Motosat is going to make a small tweak that they think will not even be noticed, but in fact brings the network down. Suppose at that time I had an important customer meeting planned. I might decide to make other arrangements for connectivity. I think perhaps they need to walk in our shoes a bit.
Then again, today it started to occur to me that perhaps Motosat WANTS me to drop the service so they can cater to deeper pockets. They certainly have not lifted a finger toward me for customer retention since last August. Well, maybe ONE finger....