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xdrag

join:2005-02-18
North York, ON

1 edit
reply to TSI Marc

Re: TekSavvy - glorified reseller, not ISP

said by TSI Marc:

said by xdrag:

Marc, on the TSI website, you need to have a section to post any suspected network downtimes. Twitter, RSS or anything.

»www.teksavvy.com/en/support/tools/tools

twitter: @TekSavvyNetwork

That's good but i think that's too hidden honestly.

Support -> tools -> tools. The average person will only spend 10 seconds on a webpage.

IMO it should be smack in the frontpage or a link that easily be followed from there.

A twitter box for network status on the right hand-side would be a nice addition.

A good way to implement a mapping system for outage is flagging. When a customer calls in or contacts CSR about a network disruption (speed/packetloss/congestion), the system can flag their location at the end of the call. Overtime, if there's a high concentration of flags in a certain area, the manager of the CSR can review the heat-map and issue "suspected" node congestion notices.

I'm unsure how practical or easy this would be to implement but I think that would be a simple way giving your CSR a tool to check for network congestion and the consumers as well.

OneWorld9

join:2010-12-09
East York, ON
said by xdrag:

said by TSI Marc:

said by xdrag:

Marc, on the TSI website, you need to have a section to post any suspected network downtimes. Twitter, RSS or anything.

»www.teksavvy.com/en/support/tools/tools

twitter: @TekSavvyNetwork

That's good but i think that's too hidden honestly.

Support -> tools -> tools. The average person will only spend 10 seconds a webpage.

IMO it should be smack in the frontpage or a link that easily be followed from there.

A twitter box for network status on the right hand-side would be a nice addition.

+1

Was this announced to customers in any way? This is the first time I've heard any network status announcements were available.

I see the Twitter account was only created earlier this month. I think separating tweets (or RSS) in some fashion would be helpful. I'm not all that interested in what happens outside of my area of service, and with services I don't subscribe to, other than to perhaps periodically check what TSI is dealing with.

xdrag

join:2005-02-18
North York, ON
said by OneWorld9:

+1

Was this announced to customers in any way? This is the first time I've heard any network status announcements were available.

I see the Twitter account was only created earlier this month. I think separating tweets (or RSS) in some fashion would be helpful. I'm not all that interested in what happens outside of my area of service, and with services I don't subscribe to, other than to perhaps periodically check what TSI is dealing with.

It always existed in some shape or form. Whether it would be announcements on DSLr or on their website. It was on the old website but once again, it was buried and not too many updates were fed through.

Given the growing consumer base though, i think it would be a good idea to give the system a bit of an overhaul. More frequent updates and the addition of issuing "code yellow" warnings for unofficial reports of network issues would be nice. Get a few TSI regulars on the board to join the monitoring group which would provide a steady stream of pings in different areas.

UK_Dave

join:2011-01-27
Powassan, ON
kudos:2
Reviews:
·TekSavvy DSL
Earlier this morning I had an example of this system in operation.

Long story short:

Power went off.
Worried about missing tv golf = very annoyed.
Called Hydro. Auto-voice said "We know, 400 houses involved. ETC 3 hours."
I was happy.

Now as it turns out, it was on again in less than 60 minutes.

Really Happy.

Cheers,
Dave

OneWorld9

join:2010-12-09
East York, ON
said by UK_Dave:

Earlier this morning I had an example of this system in operation.

Long story short:

Power went off.
Worried about missing tv golf = very annoyed.
Called Hydro. Auto-voice said "We know, 400 houses involved. ETC 3 hours."
I was happy.

Now as it turns out, it was on again in less than 60 minutes.

Really Happy.

Cheers,
Dave

+1 ... announcements like this and others will a) show they know what's going on, and b) prevent a lot of wasted time troubleshooting, etc. Granted, power is a lot simpler to troubleshoot than your ISP connection, but TekSavvy needs to work towards that kind of knowledge of their customers' connections (at least from the network side).

geokilla

join:2010-10-04
North York, ON
Reviews:
·TekSavvy Cable
reply to OneWorld9
said by OneWorld9:

+1

Was this announced to customers in any way? This is the first time I've heard any network status announcements were available.

I see the Twitter account was only created earlier this month. I think separating tweets (or RSS) in some fashion would be helpful. I'm not all that interested in what happens outside of my area of service, and with services I don't subscribe to, other than to perhaps periodically check what TSI is dealing with.

Only people that know such a tool would be tech savvy people... And if the Internet is down, how do they expect us to get onto the Internet....

xdrag

join:2005-02-18
North York, ON
said by geokilla:

Only people that know such a tool would be tech savvy people... And if the Internet is down, how do they expect us to get onto the Internet....

True but don't forget more and more people have smartphone and data plans. The day and age where our home is the sole connection to the internet world is shrinking.

That being said, an automated voice message would be great for those who have outages like the hydro example earlier. For slow-downs, it's a bit more complicated.

UK_Dave

join:2011-01-27
Powassan, ON
kudos:2
Reviews:
·TekSavvy DSL
reply to OneWorld9
"+1 ... announcements like this and others will a) show they know what's going on, and b) prevent a lot of wasted time troubleshooting, etc. Granted, power is a lot simpler to troubleshoot than your ISP connection, but TekSavvy needs to work towards that kind of knowledge of their customers' connections (at least from the network side)."

--------------------

Sure. I add it only as an example - fully aware that although many might see it as a the "Gold Standard", some would refer to it as the "Industry Gold Standard".

Different industry needs different approach maybe?


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·TekSavvy Cable
·WIND Mobile
reply to OneWorld9
said by OneWorld9:

+1 ... announcements like this and others will a) show they know what's going on, and b) prevent a lot of wasted time troubleshooting, etc. Granted, power is a lot simpler to troubleshoot than your ISP connection, but TekSavvy needs to work towards that kind of knowledge of their customers' connections (at least from the network side).

Short of pinging all their customers on a routine basis ... which means they have to be told by Rogers who's been assigned what IP, there's no way that TSI can tell who's having problems. Supply side monitoring is very very difficult. Rogers won't in any hurry provide access to their DHCP service to implement supply side monitoring.

Electric power companies also tend to rely on client side monitoring too and as a result the delays tend to result in cascade failures like the Ontario outage a few years back. Supply side monitoring is far more common at the power distribution level in Europe so cascade failures are far less common, but that requires more infrastructure that it would be very costly to implement in an internet environment.

The other problem with supply side monitoring is the tin-foil-hat folk will start up with "What's my ISP doing probing my system ever hour every day? They're spying on us."


BronsCon

join:2003-10-24
Walnut Creek, CA
Reviews:
·Comcast Business..
·SONIC.NET
reply to xdrag
said by xdrag:

said by geokilla:

Only people that know such a tool would be tech savvy people... And if the Internet is down, how do they expect us to get onto the Internet....

True but don't forget more and more people have smartphone and data plans. The day and age where our home is the sole connection to the internet world is shrinking.

That being said, an automated voice message would be great for those who have outages like the hydro example earlier. For slow-downs, it's a bit more complicated.

How many of those people know how to download a file on their phone and transfer it to their computer? How many of them even can (iPhone users can't, for example, it's just not something the phone can do)?

OneWorld9

join:2010-12-09
East York, ON
reply to xdrag
said by xdrag:

Get a few TSI regulars on the board to join the monitoring group which would provide a steady stream of pings in different areas.

I'm all for this ... especially if it could somehow be incorporated into an overall network map of sorts. Again, it may not be ideal, but it's a step in the right direction.

There are currently 50 monitors, many of them DSL users, and quite of a few of them don't even seem to be active anymore. It's not a good representation of what's actually happening. A lot more monitors would be needed to know if there are problems in any given area.