Vilo ISP Portal Subscriber Management FAQs

FAQs

  1. I assigned networks to one of my technicians on the Vilo app before. Can he still see those networks on app after the release? 
    1. Yes, he can. And his email will now show up under the ISP App Account field now on the ISP portal.
  2. Am I given an option to not assign the network to the subscriber during setup? 
    1. Yes, if you do NOT type in the subscriber’s email, then your subscriber will not be granted access to the Vilo app and will not be able to manage their network via the app. If you do type in the subscriber's email, you can still toggle off “Allow subscriber to manage the network” then no subscriber will have access to the network.  
  3. Can I assign the network to my technician on the Vilo app? 
    1. No, you can’t anymore. You can only assign the network to your subscribers during network set-up in the Vilo app. The "Assign Wi-Fi Network" feature has been removed from the Vilo app to prevent networks from being assigned to technicians. However, if you want your technician to manage the network via their Vilo app, you can transfer the permission to your technician via the ISP portal by clicking the pencil icon next to the ISP App Account field for the respective network. The technician MUST be already set up as an ISP sub-user in the ISP portal. For detailed instructions, please refer to the training video series.
  4. If I scanned Vilos into inventory and shipped them to my subscribers - and they install the networks on their own - I can see their network is online and the Subscriber App Account is their email, but why can’t I see them on the Subscribers page? 
    1. Currently, subscribers don’t get added to your system automatically after they install the networks on their own because every subscriber is tied to a subscriber ID. Vilo platform currently does not generate subscriber ID automatically.  
  5. Can I revoke the assignment from a subscriber?  
    1. Yes, for detailed instructions, please refer to the training video series.
  6. Can I correct the email or Subscriber ID if I made a typo during setup? 
    1. Yes, for detailed instructions, please refer to the training video series.
  7. During network setup in the app, I typed in an email on the subscriber settings page and toggled on “allow this subscriber to manage network.” How come when this account logs in, they can’t see the network? 
    1. Most likely, this email is an ISP account. Please double-check your ISP sub-users on the portal to verify. Networks can only be assigned to non-ISP (subscriber) accounts.
  8. The "Assign" button is now gone on the Inventory page. What do I do if I want to associate a subscriber to a network?
    1. With the new logic, you can go to Wi-Fi Networks page and click on the pencil icon next to the Subscriber ID field to input an identifier to associate a subscriber to the network.
  9. What happens to the email that was previously input in the User Email field?
    1. The User Email field is now split into the Subscriber App Account field and the ISP App Account field.
      1. If the User Email was previously an ISP sub-user email, then that ISP email will now be migrated over to the ISP App Account field and the Subscriber App Account field will be blank. This ISP sub-user can still view and manage the network in the app. 
      2. If the User Email was previously a subscriber email, then that subscriber email will now be migrated over the Subscriber App Account field and the ISP App Account field will be show the primary ISP admin email. This subscriber can still view and manage the network in the app. 
  10. How was the data migrated from Custom ID to Subscriber ID?
    1) If Custom ID is blank then there is no impact and Subscriber ID will be left blank;
    2) If Custom ID has a value but the network has NOT been previously assigned to a subscriber via app, then Subscriber ID is Custom ID for this network. This Subscriber ID will be on the Subscribers page;
    3) If Custom ID has a value and the network has been previously assigned to a subscriber via app, then Subscriber ID is Custom ID for this network. The Subscriber App Account will be the subscriber email that was previously input when network was assigned to subscriber via app. This Subscriber ID will be on the Subscribers page;
    4) If multiple networks with different custom IDs are assigned to one ISP sub-user account, then the ISP App Account will be the ISP sub-user email and the Subscriber App Account will be blank. The Subscriber ID on the Subscribers page will be the first-created Custom ID and the Subscriber ID on the Wi-Fi Networks page will be the previous custom IDs. The Subscriber ID will be on the Subscribers page and the Email field will show the ISP sub-user.

 

Potential future updates to subscriber logic

  • Network management on app can be shared among multiple ISP roles​ 
  • Both portal and app experiences are the same for ISP accounts in terms of transferring management of networks 
  • Clicking the Subscriber ID on the network page will guide the user to the Subscribers page to modify subscriber info
  • On the Wi-Fi Networks page, ISP users can click the pencil icon and add/change subscribers on the pop-up page then do the assignment
  • Import subscriber CSV file
  • Subscriber ID will be required on the remote configuration page

 

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