Write a Discussion: Dysfunctional Operations Dysfunctional Operations Laura MollaWeek 1 – Service Snafus – L MollaLaura Molla The modem we utilize is provided by the service provider, and during the upgrade process we were notified a new modem would need to be used and the old one sent back. The new modem arrived swiftly with instructions to download and install the service provider’s app to walk through the setup process. Unfortunately, it did not seem to consider that we were an existing customer and already had cable and ethernet cords installed. There was no reason to remove these cords and install the new ones shipped in the box itself, but there was no way to notify our service provider of this variant. Each cord has a specific serial number tracked by the service provider, too. This caused some confusion for a while as we were charged for not returning the old cords with the old modem until they realized we had sent back the new cords with the old modem. The most discouraging part of the setup process was that while the app did great at walking one through the process, it failed to mention that there was an additional step to be taken that could only happen on a PC, not through the mobile app. This only became apparent when we experienced some network issues, and I went to the service provider’s website to remotely reset our modem. In doing so, I found an ‘Activate Now’ recommendation on my account. I couldn’t imagine why the equipment and service were not already activated as I had gone through the setup within the app and received the confirmation that all was done and complete. Once I proceeded with the ‘Activate Now’ section, the recommendation did not go away, but through a speed test, we were able to verify our internet had increased by the expected amount, finally. Other service providers have taken to this remote setup as well, and while my service provider is a national leading brand, it seems they have some work to do to create a more interactive, intuitive experience for the end user. The SURFboard Central App shows in its FAQ section that they have selections available upon setup for existing customers, indicating they understand the process will vary between the brand-new user and existing customer from cord management to activation. (ARRIS CONSUMER CARE FAQ, n.d.) It is also well within the scope of the application and service provider to note the new equipment on their network and activate it without additional user action.
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