TL;DR: Be sure to say APs are $4/month if discussing them or if switching older 844E APs to newer 804Mesh APs. You will come across this.
Support Team: Please make note when you mention it to a customer in the ticket comments.
Many customers need APs in their houses. We cannot be afraid to tell our customers about them due to the $4/month. There is no pressure for them to decide to get one – it’s more so that they know they have the option if they find they have WiFi weak spots in their house. Also to let them know houses have WiFi Weak Spots and that is one of the most common troubles people run into today.
844E set up as APs do not work as well as 804Mesh from our experience. We have been swapping out 844Es to 804Mesh for over a year when customers call in with problems. Currently there are 148 known 844E devices set up as APs.
Currently there are 323 804Mesh installed. It will not be long until this number doubles due to the high demand of WiFi coverage in homes.
We have to mention the $4/month up front at all levels when discussing APs with customers. This includes, Internet Support, Hay CSRs, Hay Inside Techs, and Hay Installation and Repair Techs. There are nearly no exceptions where someone would get an 804Mesh without the $4/month.
We shouldn’t feel bad about mentioning it. $4/month is not very expensive considering we fully support and manage the devices as well. If customers really don’t like it, customers have the choice of going with their own store bought CPE WiFi equipment – but they will also need to turn to the store or manufacturer support for those devices.
If customers no longer need/want the Hay AP, currently 804Mesh, they can return it to the office and the $4/month comes off the account.