[2026-07-11 09:12:04] Customer: Hi, my connection keeps dropping every few minutes. I’m on the Maple Commons mesh network, node MC-17.

[2026-07-11 09:12:18] Support: Thanks for reaching out. I’ll take a look. Are you connected over Wi-Fi to your home router, or directly to the rooftop mesh node?

[2026-07-11 09:12:41] Customer: Wi-Fi to my router. The router is plugged into the little white PoE box from the rooftop node.

[2026-07-11 09:13:07] Support: Got it. I’m checking MC-17 now. I can see your node is online, but the link quality to the relay on Cedar Street is fluctuating.

[2026-07-11 09:13:36] Customer: That sounds right. It works for a minute, then video calls freeze.

[2026-07-11 09:14:02] Support: I’m seeing packet loss spikes around 18-25%. Has anything changed near the roof recently, like scaffolding, tree growth, or a new antenna mount?

[2026-07-11 09:14:29] Customer: The building next door put up a temporary crane this week. It’s pretty close to the line of sight.

[2026-07-11 09:15:11] Support: That would explain it. Your node normally connects northeast to Cedar Relay, but the signal is being partially blocked. I’m going to try steering your node to the Elm Street relay instead.

[2026-07-11 09:15:34] Customer: Will that disconnect me?

[2026-07-11 09:15:50] Support: Briefly, yes. You may lose connection for about 30 seconds while the mesh radio switches paths.

[2026-07-11 09:16:08] Customer: Okay, go ahead.

[2026-07-11 09:16:42] Support: Change applied. I’m waiting for the route to stabilize.

[2026-07-11 09:17:21] Customer: I’m back online.

[2026-07-11 09:17:44] Support: Good. The Elm relay link is showing stronger right now: -61 dBm signal, 2% packet loss, and about 84 Mbps available throughput.

[2026-07-11 09:18:16] Customer: That’s much better. Should I restart anything?

[2026-07-11 09:18:39] Support: Please restart your home router, but leave the rooftop node and PoE injector powered on. That will clear any stale local sessions.

[2026-07-11 09:19:02] Customer: Done. Router is rebooting.

[2026-07-11 09:20:31] Customer: Back up now. Speed test says 72 down, 19 up.

[2026-07-11 09:20:58] Support: That matches what I’d expect on the temporary route. Your normal plan is up to 100/25, so this is slightly reduced but should be stable.

[2026-07-11 09:21:25] Customer: Stability matters more today. I have calls this afternoon.

[2026-07-11 09:21:52] Support: Understood. I’ll leave MC-17 pinned to Elm Relay for the next 72 hours and add a note for our volunteer field team to inspect the rooftop alignment.

[2026-07-11 09:22:18] Customer: Do I need to be home for that?

[2026-07-11 09:22:47] Support: Not unless the roof hatch is inside your unit. Our records show roof access is through the shared stairwell, so we should be able to check it without entering your apartment.

[2026-07-11 09:23:06] Customer: Great.

[2026-07-11 09:23:34] Support: I’ve also enabled monitoring alerts for your node. If packet loss goes above 10% for more than five minutes, we’ll get notified.

[2026-07-11 09:24:01] Customer: Thanks. Is there a ticket number?

[2026-07-11 09:24:19] Support: Yes, ticket MESH-48291. You’ll receive a summary by email in a few minutes.

[2026-07-11 09:24:46] Customer: Appreciate the help.

[2026-07-11 09:25:02] Support: You’re welcome. I’ll keep the ticket open until the field check is complete.