Who to call when guests complain about internet issues?

Question

Hi, Fellow BPers

Among all jobs related to STR operations, I find that finding the right people for internet issues in your rentals is the trickiest: who you usually call when guests complain about internet issues? Those IT solution companies wouldn't even reply back to you if your projects are less than $500. My handypeople and cleaners are not even close to be helpful in terms of technologies. Any inputs and ideas would be greatly appreciated!

Best

Lee

John Underwood · Answer

Call your internet provider. They should be able to run a remote test.

Many have an app where you can remotely check your upload and download speeds.

Beyond that get a wifi mesh system to boost the wifi signal in the house.

Corina Eufinger · Answer

Check and see if the internet provider for your STR has an app that allows you to remotely reset the router and modem.  My internet provider has that which is handy because we have our gear mounted to a beam in the ceiling (don't ask).  This way if a guest has problems resetting the devices themselves, you can do it wherever you are.  Beyond extending the signal and an actual outage this will solve 98% of issues.

Colleen F. · Answer

@Leon Lee  Not to be flip here but the reality is sometimes you just have to get another company if you can.  We have Cox at one property and I am just going to have to get Verizon. It is a pain since they won't acknowledge the address for the building. They have to have an apartment address.

Sarah Kensinger · Answer

Hire a runner ;D

I too would highly suggest putting the wi-fi modem and router, in a place where guests cannot access it!

James Mc Ree · Answer

No one if you are referring to true internet issues: an issue that is outside of your property, such as ESPN is down.

I suspect you are referring to wi-fi issues, not internet issues. In that case, the most common wi-fi issues I've run into is signal strength. You can get extenders to put stronger coverage into certain rooms or areas of the house. Your internet provider is probably a good company to call for that.

Jake Baker · Answer

@Leon Lee

Tangent - I used to have cable with internet at my Airbnbs. Now I just have internet with a Roku TV so guests can sign into their accounts. This keeps things much more simple. Before I was getting messages from most guests on how to work the cable no matter how detailed my instructions were lol