mr3dboot
join:2001-01-03
Johnson City, TN
1 edit | Off topic and locked
Funny replies. I'm guessing that you each are employed by Charter?
No, I wasn't at fault. I ran up the red flag whenever I saw any card with 60% usage. What always occured was the powers that be did not agree that users would notice any slowdowns because of too many users per port on a cmts card due to multiple node combining.
Please don't lecture me on how things work.
I had the pleasure of being there when customer #1 went online in my area. In all, by my completed tour I oversaw sales and installation for over 45,000 new customers in 4 states.
Check with Comcast, Road Runner or heck, even the mom and pop sites. No one makes a practice of placing so many users on a single port other than Charter. In Alcoa for instance there were 400+ on multiple ports. We knew it was an issue but the fix was still 6+ months out. What did corporate say? "Sell sell sell! We have plenty of bandwidth." They were right, the bandwidth was there but operations did not have a new combining specification built into the current budget, so the customers suffered.
Charter still to this day has a F.U. approach to customer service. Standing in line 30 minutes to pay your bill or calling once into Louisville is enough to prove that not much has changed. |
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hailinfantry
Bizarro Quinn
Premium
join:2004-01-18
Brooklyn, NY
| Re: High pings at night. Can a Charter Tech Pls He
You still provided no hard facts to substantiate your claims. As a matter of fact, 1 1/2 years ago Alcoa ceased to sell Pipeline because the city manager felt they needed more bandwidth to support more customers. That's good customer service.
Depending on the card, what is the problem with throwing 400 people on it? |
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mr3dboot
join:2001-01-03
Johnson City, TN | Very interesting claim yourself. Are you certain that it was 1 and 1/2 year ago?
Care to tell me who he was? I know who he was, and 1 and 1/2 year ago no one stopped selling.. |
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hailinfantry
Bizarro Quinn
Premium
join:2004-01-18
Brooklyn, NY | Once again, skirting responsibility on that BS claim you made. Tsk Tsk... |
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mr3dboot
join:2001-01-03
Johnson City, TN
| It appears that your skirting the issue more than I. Check any of the F.A.Q. for downstream users per port on a docsis cmts.
Yes, it is true that *some* providers will place as many as 500-1000 users on a single port *but* no one has any fantasies to believe that many users makes for a reliable user experience. The fact is Charter would rather have a fast ROI than reliable customer service experience.
Hell, I was there when we placed 2000 customers on a single T1 line because the higher up's refused to believe that anyone would suffer slow enough speeds to cancel service.
The belief was then, as it is now that once someone goes to "high speed" they will sit and suffer through "difficulties" rather than go back to dial up.
So once again, who was the City Manager? And are you sure it was a short a time ago as you say? That job title actually was never used by Charter. The right term is "Broadband Services Manager". City Manager was a HSA Corp title used before Charter bought them out. |
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T00 Busy
@charter.com
| said by mr3dboot  :
The fact is Charter would rather have a fast ROI than reliable customer service experience.
Hell, I was there when we placed 2000 customers on a single T1 line because the higher up's refused to believe that anyone would suffer slow enough speeds to cancel service.
The belief was then, as it is now that once someone goes to "high speed" they will sit and suffer through "difficulties" rather than go back to dial up.
That's just not the case. I don't see how you can speculate based on issues you may (or may not) have had 2 years ago in one system, and say "That's how Charter is".
2000 customers on a T1. No wonder you're not around anymore. I'll bet your "higher ups" have since departed as well. We have had many upgrades in the last 2 years company wide. You really can't assume based on issues that happened that long ago. We have learned from all those isolated mistakes (as have all major ISP's). |
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hailinfantry
Bizarro Quinn
Premium
join:2004-01-18
Brooklyn, NY | reply to mr3dboot
Once again, all I hear is, "I'm mad because I got fired." |
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mr3dboot
join:2001-01-03
Johnson City, TN
| I honestly couldn't care less about being let go. I developed plans to shut down 25 offices across the Southeast. It was only a matter of time before it came to my door. I enjoyed a very nice severance package as a "thank you" for gaining the highest penetration in the region month after month. I already stated that leaving was a good thing for me personally. The experience of learing of how not to treat customers vaulted me into a very nice position with the largest bank in the world. I simply took everything I learned at Charter and created a customer service plan exactly the opposite. Now my customer service teams are rated very high by our broad customer base.
My point in answering the very first post was to try and pinpoint issues that existed during my tenure. At that time no one above me cared to listen. Maybe that has changed. Maybe it has not. |
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mr3dboot
join:2001-01-03
Johnson City, TN
| reply to T00 Busy
The decision to leave that many customers on a single T1 was made by Charters regional director of operations. Not by me. I know that 250 users on a T1 is pushing the envelope. My concerns fell on deaf ears because the budget did not call for anything more. They knew a T3 was scheduled for 7 months out, so in their minds the fix was already in place.
It's very arrogant of you to assume that it was myself at fault for placing that many customers on a single T1. |
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hailinfantry
Bizarro Quinn
Premium
join:2004-01-18
Brooklyn, NY
| It would be very ignorant for us to assume you are being truthful. Charter has never placed that many people on a T1. When Charter began serving customers in this area, HSI had 8 T1's in place with a T3 on order. Now there are two OC-48's linking us with Kingsport. Once again, methinks you're spouting BS. |
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