US Cable Support > Charter Internet/TV > Got Charter Broadjump software?

reply to Varlik

Re: Got Charter Broadjump software?

reply to dizzyzuma
I don't understand this software.Everything was fine before they had it.It was like ,plug the modem in get block on it and plug it into the computer and you are online.What has changed so much that there is a need for a CD with software on it? I personally would NEVER put this crap on my PC. and if you want to go to "manage my account" they want to install software ,what's up with that?? There is no need for it.I heard somewhere that there is a deal with Microsoft and that for every confirmation code that a tech turns in MS gets money?? maybe thats not true ......just what I heard.

reply to dizzyzuma
Thsi is what that broadjump really does. This is taken directly from www.bradjump.com

So I guess in a way you can say that is it spyware..

"The sizable investments broadband service providers have made in network infrastructure
and customer acquisition make it imperative that they implement strategies to capture
additional revenue from each subscriber. "

"BroadJump® ChannelDirect is a completely new distribution channel for goods and services. This feature transforms broadband service processes such as qualification, installation and ongoing usage into highly effective marketing and sales opportunities."
[Broadjump] "Enables service providers to leverage subscriber touch points such as installation and qualification as marketing opportunities.
Provides information collected by Virtual Truck to enable precise offer targeting, increasing take rates·
Uses a database of subscriber system attributes to help evolve and refine marketing efforts ·
Provides a step-by-step path to implementing an enhanced services strategy"

Broadjump enables the broadband provider to "Actively engage consumers and motivate them to initiate the order process"

Marketing whizzes.... gotta love em'

reply to dizzyzuma
We just issued our latest version of Broadjump to our installers. There is a form that allows the customer to refuse loading of the software, and a signature line.

reply to HappyBunny
I am an installer for Charter in Tennessee, and YES we are required to ATTEMPT to run the BroadJump CD at each install. We have to capture a number at the end of the install that confirms the install, so I get paid for the job. If for whatever reason, the CD doesn't work, crashed the computer, didn't complete, est. I have to make a call to a dispatcher while at the customers house, give them the account number and a reason.
Before this disk came along it would take about 10-20 minutes depending on the computer, if it needs a card and so on, Now it is 45-1hr just for the computer install because of the paperwork.
We as installers do NOT like using this disk, at some point it is going to put me out of work, and this was/is a good job.
The email function on the CD will only work if when the customer ordered the service, gave a screen name then, and only if whoever that voice is on the phone even passed it on to the right other voice on the phone, got it set up. Most time the installer has to tell the customer it will take up to 48 hrs.
The TECH version of the CD has the capability of provisioning the MAC address of the modem. As an installer I can't use it ... they won't give out the password ... so we have to call data services with the number and account. and hope we don't get voice mail... they only work 8:30-5 M-F... WHAT ABOUT LATE; SATURDAY & SUNDAY install? "I'm sorry, you should be up in 48 hrs"! (did someone say customer owned?)

PLEASE don't beat up the installers! We have a job to do and are just trying to follow the rules. We are the one looking you in the eye, we have never talked to you on the phone before and if we have seen you before, it's because you called our wonderful tech support and they had you make an unnecessary change.

said by urbuggenme:

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Before this disk came along it would take about 10-20 minutes depending on the computer, if it needs a card and so on, Now it is 45-1hr just for the computer install because of the paperwork.

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reply to dizzyzuma
Below is a link to BroadJump... look real close through the WHOLE site.... just to see what could be coming!

»www.broadjump.com/partners/cpema···rola.htm

The combination of BroadJump's solutions with CPE technology gives service providers the ability to rapidly deploy broadband service, effectively manage their networks, and recognize significant increases in operating efficiency.

The Motorola Broadband Communications Sector was created when Motorola, Inc. acquired General Instrument Corporation (GI) in January 2000. Combining GI's leadership in converged voice, video, and data networks with Motorola's global reach and brand identity, the Motorola Broadband Communications Sector focuses on broadband solutions that deliver interactive television, the Internet, and telephone services over wired and wireless networks.

The partnership between Motorola and BroadJump creates a communication interface between BroadJump's software solutions and Motorola's cable modems that allows for streamlined installation, advanced modem and connection troubleshooting, and delivery of enhanced broadband services.

reply to HappyBunny
I realize that most people that read and post to these things are "tech heads" but MOST of the people that have charter service are not. In fact many of them don't even realize what the internet is, much less why they want it. But want it they do. I am a tech support agent for charter and have seen the software and am rather excited about it.

I am not a charter drone or even much of a charter fan (no more than anyone else is towards their employer), but this will help get people online that have no idea what they are doing without having to try to get them to type IPCONFIG in a dos prompt or have them reboot to safe mode. The best thing that it does is make a backup of all of the settings to get online (TCP/IP, Email, Drivers....) so when it dies (as windows has been know to do occasionally) they can click a button and restore their system to a good state again. I am looking forward to it rolling out just for the simple fact I won't have to spend 3 hours trying to get some idiot to get into safe mode and uninstall their USB modem drivers and configuration settings.

There is a portion of the program that will allow remote access, but only after the customer has entered a code that I give them to link us up. Nothing is stored on Charter servers, all of the information only has a scope ot the session, so when the session ends the information is gone, and all of the settings, drivers, etc.. are store locally on the customer's computer.

For those of you who are computer literate, this software will probably not help you too much. For those others who have no idea what a driver is and why they need them, and think it is our fault because bonzai buddy, kazaa, and gator screwed up their computer and now they cannot get online, this software will help tremendously.