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KCWC-TV/Wyoming PBS was established to provide a public television service and distance learning to the citizens of Wyoming. Over the last 26 years, with the generous support of state and federal grants combined with private donations, the station has expanded its coverage area to reach approximately 85% of Wyoming. To help provide this comprehensive coverage, Wyoming PBS turned to DPS Telecom for remote monitoring equipment to aid in the delivery of reliable service to the residents of Wyoming.
Robert Cole, a Microwave Radio Technician at Wyoming PBS, recently shared his thoughts on NetGuardian RTUs and DPS's commitment to delivering custom-fit solutions for its clients.
"The flexibility that you guys offer is great - you guys could tailor the NetGuardian just for me. That gives me more power just by looking at my phone as opposed to logging in or driving all the way out there."
Limited Notifications Were Slowing Cole Down
To better monitor the Wyoming PBS network, Cole was in need of alerts with more information. "The problem I had initially was when we would send out text messages, I wouldn't get analog values from the signals," he said. Cole needed more detail from his notifications, so he asked DPS whether they could provide more detailed alerts.
"What I'm very pleased with is that you guys were able to accommodate my needs. Having only purchased 4 or 5 of these, you guys cared enough to do me a favor and rewrite the firmware to do something I needed the box to do."
DPS custom engineering capability helped Cole improve his network monitoring. "The flexibility that you guys offer is great - you guys could tailor the NetGuardian just for me," he said, "That gives me more power just by looking at my phone as opposed to logging in or driving all the way out there."
Custom Firmware from DPS Tackles Cole's Problems
Cole wanted to know if the engineers at DPS could accommodate his request. "I asked Ron Stover if our text messages could include analog values," said Cole, "He was able to have engineering rewrite the firmware to include those values in the messages that get sent out."
This firmware change was precisely what Cole was looking for. What impressed him about the firmware update was DPS's ability to make the NetGuardians a perfect fit. "What I'm very pleased with is that you guys were able to accommodate my needs," said Cole, "Having only purchased 4 or 5 of these, you guys cared enough to do me a favor and rewrite the firmware to do something I needed the box to do."
"I have all kinds of stories of being stuck on hold and what not with other companies. You guys are up there in the top echelon of tech support."
First-Class Tech Support Keeps Cole's NetGuardians Running Smoothly
Cole had a problem with one of his NetGuardians crashing during a firmware upgrade. The unit was about a 4-hour drive away, and Cole was unable to remotely access the unit. "I called tech support and they said the internet at the site was too slow and couldn't handle the file transfer," Cole said, "He was able to fix it all up remotely and save me from driving all the way out there."
Cole's experience with DPS tech support left him satisfied with his overall experience with DPS. "I have all kinds of stories of being stuck on hold and whatnot with other companies," said Cole, "You guys are up there in the top echelon of tech support."