Specifications

35
What do I do when it breaks?
If all 5 lights are not lit on the DWx000 then the system is not functioning. You have to
determine why it is not functioning and then make an appropriate action to call in the
correct support personnel.
Keep in mind that Direcway is there to support the satellites and the transponders on
those satellites that provide you with service. They also are responsible for the land line
connection between their Network Operations Center (NOC) and the internet proper.
They are not responsible for your hardware ( DWx000, satellite dish, transmitter, etc) or
your internal network. Even though your Direcway branded hardware may be under
warranty that warranty covers the hardware replacement but not the service calls or
technician’s time and mileage to repair the unit(s).
This level of service placed upon the consumer is not what most consider as acceptable. It
is a level of service that is normal for business users. Most businesses will sign a data
communications service contract to cover maintenance issues. Such contracts are not
offered in the consumer market. And, most consumers consider that the monthly service
fee covers such periodic maintenance. With Direcway – it does not.
If you suspect a satellite outage due to a satellite falling from space, or a wind storm that
nudges your dish off the satellite where it was pointed to or you need help setting up
Microsoft Windows to use the Direcway system then you should call the Direcway
support desk in India.
For any other problem you should contact your networking installer, or local service
provider, to help with the problem.
If you do call Direcway and they dispatch a repair person please understand that the
repair person is an independent contractor not employed by Direcway. They are paid a
fixed fee to perform a simple dish realignment. If the dish, or any hardware is damaged
they will not repair anything but provide you with a quote for repair. The hardware costs
may be free but the service charges will not be.