Hi all,
not sure if anyone remembers me, but am Lawrence Chan, I look after the product function of MyRepublic (i used to hang out here more before Nivlek and Johnnny joined the team)
Just want to give some heads up to customers see quite alot of posts (apologies I just woke up, we were trying to get the systems up over last night)
Just want to give my assurance that all customers will not have any issues getting this 49.99 or 59.99 price point. The limit on subscribers getting it is only for new subscribers. Current subscribers of course will not have any limits on this, be it you opt in today or 1 year from now, it will still be there for you.
1. Why is my installation date later than others.
We built a new network for this plan. Basically it would mean new modems (ONT) to be installed at your premise. And it also means having to arrange going to 15000 peoples homes
We have arranged customers based on their plan and how long they have been with us and stuck them to Q1 Q2 Q3 and Q4 and 2015 Q1 to migrate them.
What this also means, if you signed up 1 or 2 month ago on a 24 month contract, you should be migrated to the new line within 12 - 15 months.
This is conditional on you opting for it via our order system. (Our new plans have new pricing and also it also means you have to let us into your homes to install it so we have an order function)
2. The freaking order system is not working for me.
Sincere apologies, the order system is pretty new. And apparently still got some bugs. We will give updates on the bugs we fix but not to worry as we will try our best to ensure current customers do not get pushed back beyond assigned installation date. If migration goes well, its our hope to bring people forward instead.
3. There is a beta installations in February, I will announce more as we get closer to it. We dont intend to install till then as we need to collate the orders and finish up our alpha phase. (please don't send us requests for it yet, we will make announcements at the end of the month.)
4. Is this a new opco for 300mbps and 1 gbps? Are there new ONTs?
yes. yeap
5. Why do i need to buy a new router?
If you are using N15U engenius 9850, unfortunately Lan to Wan throughput in real life testing, falls short of anywhere near 1gbps. The routers we have for selection can achieve approximately 900 - 960 mbps consistently.
6. Why do existing guys not get the $100 router voucher!
Actually you do, we didnt portray it very well on the order section. the router prices are post $100 reduction from their retail pricing.
7. Will you have schemes later on for customers to migrate even earlier than their assigned dates.
Yes. There might be a small admin fee (we actually can only do about 70 migrations a day with our field team) to increase the capacity we have to get some new installers down. There's a premium on that we intend to make it if existing customers are willing to share that cost, we can bring them in earlier. More news to come in February.
8. What happens to my current contract when I upgrade or recontract as a current customer
we tear it up and the new one starts from the day you get installed.
9. what does it mean, OTC waived, Customers who have finished their contract, we won't charge you installation fees (or OTC - one time charges) to move to the new line. Doesn't sound fair anyway. On contract customers, apologies have to charge, as we have to consider the cost of on premise equipment.
10. Whats your current priorities?
a. Making clearer communication to current customers via EDM and SMS and social media to reduce call load in the CS call center (its overloading)
b. Clean up order management tool to remove some bugs. And the Amazon system we hosted it has just run out of space... oh no time for upgrade.B
c. Create new program to facilitate earlier installations via a small premium.
d. Coordinating massive call back appointment arranging session in february for 1st of march onward installs
e. Beta program details.
I know i havent been much in the forums. Apologies on that (my inbox is full, so you might need to pmsg nivlek and johnnny if you got queries)
