AKL-CL Internet Access Problem

[com_op_2000]

Checked in this past Sunday.
Got room @noon, out and about at that time, and got into the room with belonging @14:00.
Set-up laptop and tried to get onto internet - no good.
Called Tech Services(TS) - worked with them for about 30 minutes. Then TS stated that there is a problem with the router in our room area and they will need to send out a tech.
Left the room for the rest of the afternoon and into the evening. Got back and still no internet connection. Called TS, they stated that it will be tomarrow before they come out. Why not tell me this earlier?
Monday went to parks, came back in the afternoon for a break. Still no internet connection.
Called TS, they stated that someone came out and the router is working correctly. Then went through the process of setting up a static IP and I could then connect.
Over 24 hours to resolve this issue, when it could have been corrected on the first call. I am an IT worker and set-up these type of connections all the time.
First to access/test the router should have been done remotely.
Second why was I not informed, on the first call, that the tech would not be there until the next day.
Third TS should have tried the static IP, which would of by-passed the router, and gone straight to the server.

I put in a written complaint at the front desk of these issues.

On the good side at the Monday evening DVC Sundown Celebration, I won the $100 gift card drawing.

 

[bwang123]

i agree. an inconvienece like this on a short trip is a pain but working in IT for 15+ years (including call centers, desktop support and as a network engineer) I know where the disconnects are.

first, the device is called an access point not a router. large companies do not use devices like your home wireless internet router which actually do layer 3 routing capabilities. routing is handled by another device onsite which would definitely not be in any of the rooms or ceiling.

unfortunately, not everyones skill level in an IT call center is the same. When they can't resolve, its usually passed onto another group, either because they lack the skill to troubleshoot all potential possibilities over the phone or because they are located offsite and someone who would replace the access point is onsite. these are typically entry level jobs into IT so its hit or miss with real world experience. I've even worked in some call centers where if you can't resolve the call in X amount of time, you need to escalate it. There are also people who just want to "pass off" the call because they are lazy or just can't figure it out.

once that request is sent off, it gets put into a queue for someone else to handle. just imagine how many people call in with IT problems and the number of staff they have to support that onsite. you could be waiting a day or two which could be almost half of your vacation.

these situations are common in IT at any company. i think it was wise to send a complaint so any issues can addressed to make the experience better.

 

[com_op_2000]

i agree. an inconvienece like this on a short trip is a pain but working in IT for 15+ years (including call centers, desktop support and as a network engineer) I know where the disconnects are.

first, the device is called an access point not a router.

I have been in IT since '77. I have done Operations, Programming, Disaster Recovery, Service Center, etc work.
I know the name (access point) you are mentioning, I have also learnt that using generic names works for most people.

 

[bwang123]

I have been in IT since '77. I have done Operations, Programming, Disaster Recovery, Service Center, etc work.
I know the name (access point) you are mentioning, I have also learnt that using generic names works for most people.

its not really generic, its wrong. it gives people the impression that each room has a "router" when in fact, multiple rooms can be covered by one access point.

 

[disneynutz]

Just came back from an 11 days stay in two different rooms at the BWV. Internet sucked in both rooms. Signal strength was strong but speed was horrible with frequent need to drop the connection and reconnect to get anything.

Bill

 

[SCDizneyDawn]

I hope it is ok to ask a question that does not pertain to the original post???

I was wondering on Club Level if you have seen champagne or sparkling wine available? Or Mimosas in the AM? I have a three night stay in a 1 br CL coming up in June and was wondering. If they don't I will make sure to bring my own as I am celebrating my birthday!!
Thank you for the help!

 

[KAT4DISNEY]

Oh great - checking in to Concierge Sunday. I thought it had sounded like the internet had improved at the resorts after a bit of a rough start.

 

[com_op_2000]

I hope it is ok to ask a question that does not pertain to the original post???

I was wondering on Club Level if you have seen champagne or sparkling wine available? Or Mimosas in the AM? I have a three night stay in a 1 br CL coming up in June and was wondering. If they don't I will make sure to bring my own as I am celebrating my birthday!!
Thank you for the help!

We were offered a mimosa on our arrival morning. Did not take it. I saw others with them on other morning.

 

[SCDizneyDawn]

We were offered a mimosa on our arrival morning. Did not take it. I saw others with them on other morning.

Thank you so much for answering! Enjoy your trip.

 

[bwang123]

Just came back from an 11 days stay in two different rooms at the BWV. Internet sucked in both rooms. Signal strength was strong but speed was horrible with frequent need to drop the connection and reconnect to get anything.

Bill

since disney does not block any services, high bandwidth sites (netflix, hulu, etc) can eat up capacity quick. each access point has shared bandwith so just a few people on it using these can bog everyone else connected to it too.

thats why people in the same hotel can have different experiences because they are connected to different devices.

i think disney should block certain sites to help with the problem. the only alternative would be to charge but that would generate even more complaints.