A conversation with MIMO Connect Technical Support Engineer Jack Stone

Reliable connectivity has become essential for modern yacht operations. From crew welfare and guest services to cloud applications and business critical systems, vessels are more connected than ever before. But as technology evolves, so do the challenges that come with managing it.

At MIMO Connect, supporting clients goes far beyond providing airtime and connectivity. Whether it's helping crews manage data usage, improving cyber security, troubleshooting network issues, or designing bespoke solutions for unique requirements, our team is there to provide practical, hands on support when it's needed most.

We sat down with Jack Stone, Technical Support Engineer at MIMO Connect, to discuss the challenges he's seeing across the industry, the trends shaping onboard technology, and what makes effective technical support at sea.

What are the top three tech related challenges that our clients have been consistently bringing up recently?

Three topics come up regularly.

The first is onboard network configuration and management. While we provide the connectivity, we often find ourselves helping vessels make sure everything behind that connection is set up correctly, from firewalls to SD WAN solutions.

The second is security and access management. Many yachts have added systems and users over the years without a clear structure in place. It's common to see shared passwords, limited use of multi factor authentication, and environments that have grown without a long term plan.

The third is data planning. With tighter budget controls, many ETOs and engineers are tasked with predicting future data usage, which isn't always easy when demands can change from month to month.

Are there any emerging trends you've noticed among clients?

One of the biggest trends is the increasing demand for data. As services such as Starlink have made connectivity more accessible, expectations have changed. Crews and guests are using more data than ever, while services like IPTV and cloud based applications continue to drive usage higher.

We're also seeing more smaller vessels operating without a dedicated ETO or electrical engineer onboard. On yachts below 50 metres in particular, this often means crews require more support and guidance when technical issues arise.

How does MIMO Connect approach these challenges to ensure clients feel supported?

For us, it's about providing clarity.

We use real diagnostic data to show clients exactly what's happening rather than simply telling them there's a problem. Having that evidence helps everyone understand the issue and the best path forward.

We also make a point of explaining things in plain language. Captains and management companies don't need a lesson in networking terminology. They need to understand why something is happening, what we're doing to fix it, and what the outcome will be.

Most importantly, we remain involved after the immediate issue is resolved. Connectivity at sea isn't something that can simply be set up and forgotten, so ongoing support is a key part of what we do.

When it comes to data planning, our support and account management teams work closely with onboard contacts to help forecast usage and ensure vessels are prepared for the months ahead.

Can you share an example of a recent technical challenge that MIMO Connect helped solve?

A recent project involved a client who spends a few weeks each year in Turkey. They needed reliable connectivity during that time, but didn't want a permanent solution installed because it would only be used occasionally.

To meet their requirements, we designed and developed a portable OneWeb solution mounted on wheels. The system can be moved out of storage when needed and packed away when it's not, giving the vessel access to a OneWeb connection without requiring a permanent installation.

The challenge was particularly relevant because Starlink services aren't available in Turkey, which is a situation many vessels operating in the region have encountered.

What are some common misconceptions clients have when they come to you with technical issues?

One common misconception is that every problem has a quick fix.

In reality, there is usually a solution, but sometimes the issue comes down to hardware that is no longer fit for purpose. We often see vessels relying on equipment that was suitable years ago but now struggles to support the demands of a modern onboard network.

In those situations, it's important to have honest conversations about what's realistically achievable and what will provide the best long term result for the vessel.

What do you think sets MIMO Connect's support apart?

We're engineers first.

Our approach starts with understanding the problem properly. We diagnose issues, gather evidence, and prove what's happening before recommending a course of action.

We don't treat support conversations as sales opportunities. If we recommend a particular solution, it's because we genuinely believe it's the best option for the client, not because we're trying to sell additional services.

What advice would you give to clients setting up their technology infrastructure without a large IT team?

Focus on getting the foundations right.

Make sure you know exactly what devices are on your network and separate owner, crew, guest, and operational systems wherever possible. Use multi factor authentication throughout your environment and try to avoid ending up with a collection of disconnected systems that become difficult to manage.

It's also worth investing in technology that can be managed remotely. When a vessel is at sea, waiting for someone to visit and resolve an issue isn't always practical.

Finally, be proactive. Build relationships with trusted technology partners before you need emergency support. Having that expertise available when challenges arise can make a huge difference.

Any additional tips?

Focus on the reason behind the recommendation rather than the technical process itself.

For example, explaining why network segregation matters can be extremely valuable for readers. It helps them understand the importance of good practice without needing to dive into the technical details of how it's implemented.

Are there any tools or resources you'd recommend to clients?

Rather than recommending specific products, I'd encourage clients to focus on adopting good technology practices and building a clear, structured approach to managing their onboard systems.

The right solution will vary from vessel to vessel, but strong foundations are always valuable.

What's a good first step for someone experiencing ongoing connectivity or network issues?

Start by understanding the symptoms.

If your Wi Fi is slow, applications aren't performing as expected, or you're experiencing connectivity issues, don't assume the cause straight away. It could be related to hardware, software, configuration, or several factors working together.

Sharing those symptoms with an experienced support team can often help identify the root cause much faster and point you towards the right solution.

Need a second opinion on a network issue?

If you're dealing with slow Wi Fi, unreliable connectivity, or technology challenges onboard and you're not sure where to start, get in touch with the MIMO Connect team. Tell us what's happening, and we'll help you understand what's causing the issue and what options are available.