I have two Smart Bro connections. One is eighteen months old, the other three weeks. The connections are linked to form one FAT pipe using a load balancing router. Both connections were working fine and I could have been more pleased until 4/4/07 when I started get connection drops and speed fluctuations from both connections. I assumed a transient network problem was to blame, but on Black Saturday noticed that the antennae pole had fallen down. I still have a connection as I literally live next to the base station (87 ft according to Canopy’s status screen). But obviously with the antennae lying on the roof unaligned, I am not getting an optimal connection.

I contacted Smart Bro immediately and explained what I had discovered; adding that I thought that the weight of the two subscriber modules may have been too much for one pole to support - the CS seemed to understand and reported that a field visit was needed and someone would contact me.

I just called Smart Bro CS for a follow up - they informed me that the fault had been fixed! I checked my roof and explained the problem again; observing that I probably would have noticed their techs on my roof - unless they had wings. It took me almost twenty minutes to get CS to grasp that I had two connections - English and Tagalog descriptions made no difference - so it’s not a language barrier issue. The CS staff made me walk through they typical troubleshoot and informed me that they would assess the problem again, but that a field visit probably would NOT be needed.

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