dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
1954
share rss forum feed


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL

Customer Suggestions (How to improve Speakeasy)

I currently want to start a thread on customer suggestions on how to improve Speakeasy as a whole to become a better provider and not only that but to encourage Speakeasy to provide more options for there customers.

The first thing I wanted to suggest was for Speakeasy to make billing more understandable and less confusing. Even myself had a hard time understanding the way Speakeasy billing works but I would like them to make it easier and offer more options on how to pay. Like maybe checking, savings, or even Paypal.

My second suggestion I wanted to make a more aggressive advertisement campaign. Frankly to capture the audience I always thought where there are many people that would be the place. I do see advertisements like on sourceforge and /. but I don't think that's really being aggressive, how about like an advertisement on TechTV (G4) or during Adultswim. Also Bloomberg since Speakeasy seems to be more interested in targetting business than just average home users, with there T1's.

My last suggestion is for Speakeasy to be a bit clear on it's policies and encourage the user to read them. I once contacted a friend who was complaining about that his ISP was blocking ports and that we wanted to run his webserver for he can access his files while away. So I simply said why not get Speakeasy. He had no clue who was that until I told him. So two weeks later he decided to switch and was happy with his service ever since.

But I know there must be other suggestions out there so let's hear em!


grobinette
Southeast of disorder
Premium,Mod
join:2001-01-27
Springfield, VA
kudos:2
Reviews:
·Verizon FiOS
I'm more confused by your suggestion for Speakeasy making the billing more understandable than I am by their bill.
Monthly charge
Taxes
Reg Compliance fees
Pretty straight forward to me. I believe that throwing in regulatory compliance fees as an additional charge is a cheap shot. Lots of companies and government agencies are feeing us to death, but that doesn't make it right or mean I have to like it.

Advertising costs money and Speakeasy can't offer what the big boys can. The average Joe is only going to look at Speakeasy's prices, the speeds offered and they will move on to Verizon, SBC or cable, not caring about any of the things that set Speakeasy apart. Targeting ads at their type of niche clientele would be really difficult.
--
Team Discovery


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL
I am refering to first time charges, like the you need to pay a month in advance for your service. From the time of activation to the time of the first bill. You are charged the first 2 months and on top of that any activation fee's and I was not aware until Speakeasy tech explained it to me. Which the sales representative did not.

So that will strike customers more like a surprise when they get the first bill and why it's so high. So a better explanation on how billing works on the first bill should be said during sales before a customer signs up so the customer will not be surprised by this first bill.

It's like a cellphone bill the first one is always the highest but people are warned most of the time by the operator that it would include activation charges and so forth. So to expect a high bill. Anyway a better explanation on how Speakeasy billing works will hit the nail on the head. Even some operators says that the billing is a bit confusing at first.


KoolMoe
Aw Man
Premium
join:2001-02-14
Annapolis, MD
Reviews:
·Verizon FiOS
reply to Michieru2
I generally agree. I just had a OneLink connection setup and the bill was kinda surprising. I quickly figured they were charging two months but the amount was kind of a shock.

Overprovisioning the connections so users see speeds closer to those advertised would be a nice way to improve, IMO.
KM
--
Lake George Poetry


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL

1 edit
It's already being done and I am going through Covad.

Hence the WAN line status on my Zyxel 660 Series modem.



borborpa
Slipping Slowly Into Oblivion
Premium
join:2002-02-20
New Cumberland, PA

1 edit
You're not overprovisioned. You have a "1500/384" line. 1536 is the correct sync for a 1500 line. 384 x 4 = 1536.

[edit] Can't spell in the morning.
--
God bless the whole world - no exceptions!
[AIM - Once More Around]


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL
Oops

divdiv4

join:2005-10-15
Tucson, AZ

1 recommendation

reply to Michieru2
Some Suggestions
•A POP in Arizona.
•Westell ADSL2+ modems
•ADSL2+ Service

I have not had any trouble with their billing practices. They bill me a month in advance and I was never billed for two or more months at a time. The reason the first bill is so high is because they charge you $100 for that Broadjunk, I mean Broadxent modem, shipping and handling and a partial month of service. Exactly how long that partial month of service is depends on when you sign up. I signed up near the end of the month, which practically negated that charge. If you signed up at the beginning of the month, I would imagine you would be paying for your first two months up front.
--
All I ever wanted to do was play my video games.


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL
reply to Michieru2
Maybe some VOIP improvements like VOIP adapters right on the telco box itself so you can use more than just one phone for the same line using the internal house wiring. (I am currently working on this, maybe.)

I agree with divdiv on getting Westell's instead of those broadjunks currently being given.

Having simply a full network status page categories by T1, DSL, Dialup, Web Services, etc. Any issues effecting goes under that category. That little window get's kinda annoying after a while if you know what I mean.

ADSL2 is really not a Speakeasy issue but more of a Covad issue on my end so until Covad does not roll out ADSL2 Speakeasy won't begin offering it.

Ah yes Customized router firmware for OSS routers give it that Speakeasy feel or modem firmware. Like Bellsouth (cough I mean AT&T)has with there Westells.

Other than that I don't know, more suggestions people

sommerfeld

join:2006-01-24
Arlington, MA
said by Michieru2:

Maybe some VOIP improvements like VOIP adapters right on the telco box itself so you can use more than just one phone for the same line using the internal house wiring. (I am currently working on this, maybe.)
huh? their voip box works just fine plugged into my internal house wiring..

divdiv4

join:2005-10-15
Tucson, AZ
reply to Michieru2
said by Michieru2:

ADSL2 is really not a Speakeasy issue but more of a Covad issue on my end so until Covad does not roll out ADSL2 Speakeasy won't begin offering it.
Earthlink is already offering Covad ADSL2+ and Covad Line Powered Voice in certain areas. When is Speakeasy going to do the same?

said by Michieru2:

Having simply a full network status page categories by T1, DSL, Dialup, Web Services, etc. Any issues effecting goes under that category. That little window get's kinda annoying after a while if you know what I mean.
That's a good idea. Better communication of outages or problems is needed as evidenced by »speakeasy down?
--
All I ever wanted to do was play my video games.


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL

1 edit
reply to sommerfeld
But does that adapter connect only one phone line or all the lines in the house?

Here is a setup I was currently interested in where there is no need for a VOIP adapter and it's simply available at the CO itself without having users to handle hardware.

This image map is a diagram of how the setup is suppose to work.



Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL
reply to divdiv4
Well I don't think its a communication problem because Speakeasy is actually very quick in responding to issues and also repairing them.

Maybe they need to come up with a disaster plan just in case things fail then can still have something to backup on. Having
the main site of the company go down is a red flag for business users who are more interested in reliability than anything else.

divdiv4

join:2005-10-15
Tucson, AZ

1 edit
reply to Michieru2
said by Michieru2:

there is no need for a VOIP adapter and it's simply available at the CO itself without having users to handle hardware.
That's what Covad's Line Powered Voice is like.

said by Michieru2:

Well I don't think its a communication problem because Speakeasy is actually very quick in responding to issues and also repairing them.
I'm sorry, but during that incident there was no communication from Speakeasy whatsoever. At the risk of duplicating information because people won't read or reread the thread, I have some quotes which capture the situation perfectly.

said by cyberia:

Why don't they EVER change the system status message? Can't get through to tech support; they KNOW there's a problem, so how about keeping customers informed, Speakeasy? That's my biggest gripe with'em. When there's a system outage, they don't change the message. Whine, whine whine.

And now I just got disconnected after a very long time waiting for T(ech) S(upport). Whine, whine, whine, but I mean it! Change the @#$% message, and maybe even put up a notice in this forum!
said by metooo :

Speakeasy's phones give me dead air when I call now. WTF?
said by cyberia:

Sometimes I think that they've gone chapter 11 and didn't tell us. This lack of communication is not a good business process.

Please don't anyone tell me that they're busy, or that they can't communicate because it's their lines that are down. That's supposed to be part of contingency planning, and we ARE paying for support, i.e. I could get higher speed from from elsewhere for less money, but Speakeasy's support is good when it's there
said by pixxed :

If they'd change the status message on the phones, then tech support would not be overloaded with calls. How dumb is it that they haven't done that?
said by monofurioso1:

I can neither load their web page, nor connect on the phone. Lovely!
said by tiddman :

How can an ISP have their web page and phone lines go down?
said by jtj :

they not even bothered to change the network status message after over an hour of downtime. It's clear they are having a major problem, but not answering the phone
--
All I ever wanted to do was play my video games.


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL
Then this would be the second option.


sommerfeld

join:2006-01-24
Arlington, MA
reply to Michieru2
The Speakeasy-provided VOIP TA provides service to all phones in my house and is connected between my DSL modem and my home LAN.

The analog phone jack on the TA is connected into my internal phone wiring and provides single-line service to 5 analog phones scattered through my house. The internal phone wiring is otherwise completely isolated from outside wiring.

Both TA and modem are on a small UPS and are wall-mounted in the basement near where the DSL pair enters the house.



Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL
So basically your home wiring for telephone is a closed circuit. The adapter provided yet is powerful enough to handle 5 analog phones through the internal home wiring. While DSL is only pair that goes out if I understand you correctly.


borborpa
Slipping Slowly Into Oblivion
Premium
join:2002-02-20
New Cumberland, PA
Just keep in mind, unless you know what you are doing, yo can fry the TA and your phone system if you don't disconnect the incoming dialtone from the CO at the NID.

SE does not technically support this.
--
God bless the whole world - no exceptions! [AIM - Once More Around]


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL

1 edit
I already know it's not supported and more as a mod but in order for that to happen you will need to have line share and not a dry pair, am I correct?

I am just trying to create some documentation on how to have VOIP work with your current internal home wiring and give the impression of the standards POTS. If more documentation where to be provided and the process explained more it just might be supported later on but probably a Speakeasy installer would have to do it for you to avoid any consumer mistakes from the average Joe.

Other than that I would really like to see Speakeasy go with the first option I provided. It gives DSL and your voip line two dedicated pairs and at the CO the adapters will be in place saving costs for Speakeasy for not providing an adapter in the first place for the consumer and where the adapters will be maintained and can be recycled for other consumers. Prices might increase for a fraction of a few dollars but the reliability and always on advantage is a plus. Of course having a dry pair is a must on such a installation.


borborpa
Slipping Slowly Into Oblivion
Premium
join:2002-02-20
New Cumberland, PA
No, you must have Dry Pair in order to disconnect the phones from the NID to utilize the VOIP on all phones inside. There are instuctions on the net for doing this. Again, it's hard, because there are a lot of things out of your control than can cause a problem. For instance, if you disconnect the line at the NID, and some phone tech happens to stop by, sees them disconnected, and reconnects them...BAM...fried. That's why it's not really supported.
--
God bless the whole world - no exceptions! [AIM - Once More Around]


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL
Alright but the NID can be locked and after you don't have service with your telco there is no other reason for they to be inside your NID or on your property for that matter.

Either way the only pairs that should be coming in are the yellow/black wires anything else should strictly remain disconnected and have the closed circuit internal wiring where the red and green don't go through the NID itself but directly into the voip adapter thus not routing through the NID in the first place.

If it where like divdiv said Covad line powered then having the adapter in the first place would not be needed because that service will replace it.

sommerfeld

join:2006-01-24
Arlington, MA
reply to borborpa
said by borborpa:

For instance, if you disconnect the line at the NID, and some phone tech happens to stop by, sees them disconnected, and reconnects them...BAM...fried.
Yup, and that's why, when I moved my service to OneLink and then ported my phone number to speakeasy, I disconnected the original pair from my inside wiring on the inside of the house rather than at the NID. No sense in making it too easy for some telco tech to come back and screw things up.
said by borborpa:

That's why it's not really supported.
IMHO, what should be "not supported" is relying exclusively on a disconnect at the NID to isolate a TA from the telco.

TheOtherPete

join:2001-06-28
Boyds, MD

1 recommendation

reply to Michieru2
One more thing to consider, I'm not sure if all homes are wired this way but when I used a VOIP adapater to provide dialtone to my entire house's internal wiring I did not run a wire from the VOIP device to the NID, I simply disconnected the home phone line pair from the NID (and labeled it so that it wouldnt be accidently reconnected) and then plugged the VOIP adapter POTS output into any telephone jack in my house - since all jacks are wired together (in my home at least) it doesn't matter where you provide dialtone from (e.g. you dont need to start at the pair in the NID). YMMV.


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL
I never heard of such a setup really. All home wiring setups have a individual cable all going to the NID.

So if you said you where able to achieve dialtone on all your lines then somehow all these cables are somehow connected.

Anyway setup 1 should be from a standard POTS. The idea I am getting of your setup is second one.
Setup 1

Setup 2

claudeo

join:2000-02-23
Redmond, WA
reply to Michieru2
If the house is wired correctly it is a simple matter of connecting the phone adapter to *any* phone jack in the house in order to feed all the phones. But first, of course, it needs to be disconnected from the telco. At the NID, disconnect those wires, roll them up (don't cut them!), and attach a good quality label to the coil saying something like "Do not use. Attached to special equipment inside." On both sides of the label.

TheOtherPete

join:2001-06-28
Boyds, MD
reply to Michieru2
said by Michieru2:

I never heard of such a setup really. All home wiring setups have a individual cable all going to the NID.
Sorry but that is just wrong ("all home wiring setups").

Are you saying each jack in your house has a separate cable that is run back to the NID? If so your NID must be significantly different then mine and must have many more cables going into it. In my house all the jacks are daisy-chained together like a Christmas light set (like in your setup 2 diagram), I assume this is just cheaper for the builder (less wire to run).

said by Michieru2:

So if you said you where able to achieve dialtone on all your lines then somehow all these cables are somehow connected.
I can't imagine a phone configuration in which all the phones jacks are not all interconnected at some point. That's the only way it can work, otherwise each jack would have its own separate line.

said by Michieru2:

Anyway setup 1 should be from a standard POTS. The idea I am getting of your setup is second one.
Your first diagram looks like you have all the jacks run back to a central place where they are all tied together and that in turn is connected to your NID by a single cable (which is different from every jack being run back to the NID, your earlier statement).

Regardless of how they are tied together (either of your two diagrams will work), if you disconnect all house wiring from the NID and leave all of the jacks interconnected then you can do what I said (connect the ATA to any jack and all jacks will work). If you look at from an electrical perspective this should be obvious.


CylonRed
Premium,MVM
join:2000-07-06
Bloom County
reply to Michieru2
quote:
All home wiring setups have a individual cable all going to the NID.
not mine...
--
Brian
America's Army Forum Moderator and America's Army Beta Tester


borborpa
Slipping Slowly Into Oblivion
Premium
join:2002-02-20
New Cumberland, PA
reply to Michieru2
If all jacks go individually to the NID, they are still connected AT the NID, and therefor interconnected.

In order to get dialtone from the VOIP adapter onto all phones, you only disconnect the incoming phone service pair from the NID, leaving all of your pairs connected to the red/green poles. Then connect the VOIP adapter to any jack inside, and it will power them all.

I was lucky, I have a punch-down block in the basement, the line comes in from the NID then out from there, so I disconnected the incoming, and the telco can't screw it up now.
--
God bless the whole world - no exceptions! [AIM - Once More Around]


Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL

1 edit
reply to TheOtherPete
Well from how the jacks are connected here this is basically the first setup is what I thought was the correct one since I seen it many times when I worked in construction.

But thanks for correcting me on that one. I never really seen a house daisy-chained in such a way but I do see electrical wiring that way so I suppose it's the same for phone. From a engineering stand point it does make sense considering the less tubing needed. But it's just one wire so if it where to fault if Jack 3 for example failed 1 and 2 will remain active but anything continuing up ahead will not work. So I can see the disadvantages of both these setups.

Also I was refering to how you did it when the main pair is at the NID and how that would work with all wires in the house if it where setup 1. But now that you say your lines are daisy chained it makes sense why all of them would work. Setup 1 consists of basically every jack having it's own wire and it tied to the NID, that's why it did not make sense to me. Plus you said you disconnected the Pair from the NID and from borborpa post it would not be interconnected. If you added a VOIP adapter to one jack and disconnected the pair from the NID. There would be no interconnecting going on.

Anyway thanks for clarifying that up, it makes sense now.


borborpa
Slipping Slowly Into Oblivion
Premium
join:2002-02-20
New Cumberland, PA
You can still have all the pairs in the NID in the house connected at the NID, and only disconnect the incoming from the CO, and all the lines will still be connected togetherm with the NID serving as a hub, so to speak.

My setup, as well as others, are different in that we can actually disconnect the internal lines from the NID completely, and run it that way.

For a great, graphical description of how to do it, see the following. »michigantelephone.mi.org/distribute.html
--
God bless the whole world - no exceptions! [AIM - Once More Around]