Registering a modem in a remote location
This is customer feedback on your activation process for customers in rural areas.
I have requested internet in a remote location where I don't have mobile data.
I connect the modem, power it on, it gets a carrier and starts to propagate Wi-Fi signal (but of course no internet connectivity, because it isn't registered yet).
The only step left is for me to register the modem.
To register the modem, you want me to scan a QR code that guides me through a system of web pages. That doesn't work for me, because there's no mobile data service in the area. I normally run a cell booster, but that needs wired internet itself.
So I call customer service with the tiny sliver of mobile, voice-only service I have if I stay in front of the house, outside.
The voice menu is atrocious. I had to call back 5 times to get it right.
For verification, it asks me my PIN. "If you don't have the PIN, just log into your account" - which I can't.
After a lot of zeros and hashes I manage to circumvent PIN verification and get to a human.
The operator (who was nice and professional) needs the MAC address of the modem. He suggests I take a picture with my phone.
That's impossible: I can't walk into the house with my phone, or I'll lose mobile service and the call will drop.
I end up begging the operator to stay on the call, I leave the phone outside (hoping it doesn't drop the call), and walk in to get the number on a piece of paper.
Success. But it took 50 minutes to do something that would normally take a minute.
My feedback is that you need to think of a different process for rural areas.
Moreover, the entire registration seems very unnecessary because you already have the serial number of my modem (you are the ones sending it to me) - so you already have this information.